Terms of Service
Last updated: October 4, 2026
1. Acceptance of Terms
2. Eligibility
3. Account Registration & Security
4. Platform Services
- UPSO Kitchen: Food ordering and delivery from restaurants and home chefs
- UPSO Caravan: Scheduled intercity cost-share carpooling, riders contribute toward the cost of a trip a Pro is already making. Caravan is not a taxi or on-demand ride service.
- UPSO Send: Same-day courier and parcel delivery
- UPSO Market: Grocery, pharmacy, and retail delivery
- NeighborGoods: Peer-to-peer marketplace with SafeTrade
- UPSO Pros & Sidekick: On-demand and scheduled home, trade, and professional services
5. Independent Contractor Relationship
Service Pros, Sidekicks, couriers and Caravan drivers also accept the UPSO Provider Agreement, which sets out the platform fee, how and when Providers are paid, cancellation compensation, screening, insurance, account holds and removal, and dispute terms. Where the Provider Agreement and these Terms differ, the Provider Agreement governs a Provider's work on the platform.
Restaurants, HomeChefs and stores that sell through UPSO also accept the UPSO Merchant Agreement, which sets out the commission, payouts, taxes, cancellations and refunds, food safety duties, customer data rules and dispute terms. Where the Merchant Agreement and these Terms differ, the Merchant Agreement governs a merchant's sales on the platform.
6. Pricing, Fees & Payments
- Payment collection: UPSO collects the Customer's payment on the Provider's behalf as the Provider's limited payment collection agent, and pays it to the Provider less the platform fee. Payment received by UPSO from a Customer is treated as payment received by the Provider from that Customer.
- Service Fees: UPSO charges a platform service fee on applicable transactions.
- Delivery Fees: Calculated based on distance and regional pricing rules.
- Small Order Fees: May apply for orders below a minimum threshold.
- Hourly services: When you book a home or personal service by the hour, your payment method is held for the hours you book, plus UPSO's service fee, any Damage protection fee and HST, all shown before you confirm. You are charged for the time worked, from the Pro's start to finish, with a minimum of 1 hour or the minimum shown for that service, and never more than the hours you booked unless you approve extra time in the app before it is worked. Any part of the hold you are not charged is released after the job. When you accept a price a Pro quotes, that price applies instead.
- Tipping: 100% of tips go directly to the Provider. UPSO does not take any portion.
- Currency: All prices are in Canadian Dollars (CAD) and include applicable taxes where indicated.
7. Cancellation & Refunds
Customers may cancel an order before a Provider accepts it at no charge; any hold on the payment method is released.
Bookings made for a future date or time (home and personal services, Caravan seats and parcels) may be cancelled by the customer without charge until a set number of hours before the scheduled start, shown at the time of booking and in the app. Cancelling inside that window is automatic: a stated percentage of the job or seat price is paid to the Provider as compensation for the time held, UPSO's service fee is retained, and the remainder is released or refunded. The exact amounts are shown before you confirm. A booking cancelled within a short grace period after it was made is free regardless of the start time.
Same-day and emergency requests, and any job the Provider has already set out for, arrived at, or started, cannot be cancelled automatically. A cancellation request is reviewed by UPSO, which may retain a cancellation fee where a Provider has already travelled or begun work.
Customer no-show. If a Provider arrives at the booked location, waits the period stated in the app, and cannot reach you, a no-show fee is charged on the same terms as a late cancellation: the stated percentage of the job price is paid to the Provider, UPSO's service fee is retained, and the remainder of your hold is released. A minimum call-out fee (shown in the app) applies on small jobs. The fee is charged only where the Provider's arrival is verified by location, and you may dispute it from the order.
Provider cancellation. If a Provider cannot complete a booking, UPSO releases or refunds your payment in full and will attempt to match you with another Provider. UPSO reserves the right to issue credits to UPSO Wallet instead of refunds to the original payment method where you agree.
8. UPSO Wallet
9. Age-Restricted Products
10. Prohibited Conduct
- Fraudulent, deceptive, or misleading behaviour
- Harassment, discrimination, or violence toward any user
- Use of the platform while impaired by drugs or alcohol (Providers)
- Circumventing platform fees by arranging off-platform transactions
- Creating multiple accounts, fake reviews, or fraudulent claims
- Unauthorized scraping, data mining, or automated access
11. Intellectual Property
Copyright notices. If you believe something on UPSO, like a photo or a listing, uses your work without permission, email [email protected] with what the work is, where it appears on UPSO, and how to reach you. We review every notice and take down content that infringes.
12. Limitation of Liability
13. Indemnification
14. Privacy
15. Dispute Resolution
If you have a dispute with UPSO, contact us first at [email protected] or through Help & Support, and we will try in good faith to resolve it with you within 30 days.
Nothing in these Terms limits a complaint route the law gives you, such as Consumer Protection Ontario for consumers or the Ontario Ministry of Labour, Immigration, Training and Skills Development for platform workers. A dispute that cannot be resolved may be brought before the courts of Ontario. These Terms do not require arbitration and do not waive any right to bring or join a class proceeding.