Jelpala Customer Terms of Service

Effective Date: 2025.12.29

These Terms of Service (the “Terms”) govern the rights, obligations, and responsibilities between Jelpala (“Company”) and users (“User(s)”) who use the parcel delivery matching and brokerage service provided by the Company.

Important: The Company does not perform delivery services directly. The Company acts only as an intermediary platform connecting Users and Drivers.

Article 1 (Purpose and Nature of the Service)

The purpose of these Terms is to set forth the conditions, procedures, and allocation of responsibilities for using the Company’s delivery-matching intermediary service.

The Company does not deliver parcels itself and only operates a platform that connects Users and Drivers.

Article 2 (Definitions)

  1. Company means Jelpala, which provides the intermediary service under these Terms.
  2. Truck Stop means a designated location where the Jelpala service is conducted and where Users and Drivers hand over or receive parcels.
  3. Driver means a person who transports a parcel requested by a User.
  4. Sender means the person who requests the service, completes payment, and hands the parcel to the Driver.
  5. Receiver means the person who receives the parcel from the Truck Stop.

Article 3 (Prohibited Items)

  1. Users may use the service only for items permitted by applicable laws and regulations.
  2. The following items are prohibited, and the Company may refuse any delivery request involving them:
    • Illegal drugs/narcotics, firearms and ammunition, explosives
    • Hazardous chemicals, live animals
    • Any other items prohibited from transport by applicable laws and regulations
  3. If a User requests delivery of prohibited items, the request may be refused or cancelled, and all related liability rests with the User.

Article 4 (Restricted Items)

  1. The Company may restrict or refuse transportation of certain items based on applicable laws, safety, transportation conditions, and operational policies.
  2. Items may be classified as restricted, and Drivers may refuse acceptance for safety reasons, including:
    • Items exceeding the size or weight recommended by the Company
    • Items with insufficient packaging or vulnerable to external impact
    • Items likely to be damaged, leak, or contaminate during transport due to unstable form
    • Items producing strong odors or with risk of leakage
    • Items that may contaminate the vehicle interior or affect other cargo
    • Any other items reasonably deemed unsafe for transport
  3. Determination of restricted status may be made by the Company or Driver based on reasonable judgment, with transport safety as the highest priority.
  4. If the service is refused, suspended, or cancelled due to restricted items, all responsibility and disadvantages rest with the User.
  5. Detailed standards, categories, and handling procedures for restricted items follow the Company’s operational policies and may be changed with prior notice (or immediately if required by law or operations).

Article 5 (General Obligations of Users)

  1. Users must accurately provide parcel information (contents, weight, size, and declared value) when requesting delivery.
  2. Users must package items safely to prevent damage, leakage, or contamination during transport.
  3. All losses and liability arising from false, concealed, or exaggerated declarations are borne by the User.

Article 6 (Fees and Payment Principles)

  1. Fees are charged per service request.
  2. Fee calculation methods, billing standards, and detailed conditions are provided in the operational policies or in the app.
  3. Additional fees, costs, or liabilities caused by matters related to the Receiver are borne by the Sender.

Article 7 (Cancellation, Waiting, and User Responsibility)

  1. If the service cannot be completed normally due to User-related reasons, the request may be processed as cancelled or completed according to the operational policies.
  2. The User bears any disadvantages arising from absence of the Sender or Receiver, incorrect information, refusal to receive, etc.
  3. Detailed rules for cancellation, waiting, and whether fees apply are governed by the operational policies.

Article 8 (Absence of Sender or Receiver)

  1. If the Sender does not appear at the Truck Stop within 30 minutes after the Driver arrives, the service is cancelled and a waiting fee may be charged.
  2. If the Receiver does not pick up the parcel within 30 minutes after the Driver arrives or refuses to receive it, the Driver may take one of the following actions based on circumstances and safety:
    • Store the parcel in a designated area within the Truck Stop
    • If storage is not feasible, leave the location while keeping the parcel
  3. After the action in the previous paragraph, the Company and Driver’s custody/storage obligation ends.
  4. All additional costs and responsibility arising from Receiver absence or refusal rest with the Sender.
  5. Requests for re-pickup or re-delivery may be treated as a new service request.
  6. Waiting fees, cancellation fees, and other details are governed by the operational policies.

Article 9 (Safe Handover/Receipt and Cooperation)

  1. Users should hand over and receive parcels in a safe location whenever possible.
  2. The Company is not responsible for accidents or losses occurring in unsafe locations.
  3. If the parcel’s weight/size makes it difficult for the Driver to handle alone, the User may reasonably assist.
  4. Any assistance is voluntary, and the Company is not liable absent intent or gross negligence.

Article 10 (Limitation of Liability Related to Service Provision)

  1. The Company is not liable for losses arising from delivery delays, ETA changes, etc.
  2. The Company and Drivers are not liable for losses due to force majeure events such as natural disasters, war, strikes, or government regulations.
  3. The Company is an intermediary and does not perform delivery services directly.

Article 11 (Basic Principles of Compensation)

  1. If damage, deterioration, or loss occurs during delivery, the Company may provide compensation.
  2. Compensation liability is limited to a certain cap.
  3. Users must declare the value of the item; compensation may be limited in cases of false declaration or non-declaration.
  4. Compensation caps and detailed standards are governed by operational policies.
  5. If these Terms conflict with the operational policies, these Terms prevail.

Article 12 (Insurance Principles)

  1. The Company may obtain insurance within a reasonable scope.
  2. Insurance coverage does not expand the Company’s liability.
  3. Coverage is subject to the relevant insurance policy terms.

Article 13 (Exclusions from Compensation and Limitation of Liability)

  1. Losses may be excluded from compensation due to:
    • False declaration, inadequate packaging
    • Absence of Sender or Receiver
    • Force majeure
  2. The Company and Drivers are not liable for indirect or consequential damages.

Article 14 (Compensation Procedure)

  1. Within a reasonable time after becoming aware of loss or damage, the User must report it to the Company via the app.
  2. The User must submit supporting documents reasonably requested by the Company (receipts, photos, and other relevant materials).
  3. The Company will review submitted materials and decide whether compensation applies; if approved, compensation will be paid within a reasonable period.

Article 15 (Driver Authority)

  1. A Driver may refuse delivery if the actual item materially differs from what the User declared or is reasonably suspected to be prohibited or dangerous.
  2. If necessary, a Driver may request inspection of the item within the scope permitted by applicable laws and these Terms.

Article 16 (Privacy)

  1. The Company collects only the minimum personal information necessary to provide the service.
  2. Personal information is managed in accordance with Canadian federal and provincial/territorial privacy laws (including PIPEDA, as applicable).
  3. Users may request access, correction, or deletion of their personal information.

Article 17 (Notices)

Notices between the Company and Users will generally be provided through the app. If necessary, notices may also be provided by email or other methods.

Article 18 (Governing Law and Jurisdiction)

  1. These Terms are interpreted in accordance with Canadian federal law and the laws of the province/territory where the service is provided.
  2. The courts located in Toronto, Ontario will have exclusive jurisdiction as the court of first instance for disputes arising from these Terms, to the extent permitted by law.

Article 19 (Changes to the Terms)

The Company may amend these Terms to the extent it does not violate applicable laws. Changes will be announced through the app prior to the effective date.

Article 20 (Severability)

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect.

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