This translation is for convenience. The English version of the Terms, Privacy Policy and Carrier Agreement governs.
Customer Terms of Service: CAN (operated by Can Integrated Logistics Inc.)
Effective date: —
These Terms are between Can Integrated Logistics Inc. (BC1286281), 1208–1124 Lonsdale Ave, North Vancouver, BC V7M 2H1 ("CIL", "we"), and the person or business that uses the CAN platform to request transport or a move ("Customer", "you"). CAN is a technology platform operated by Can Integrated Logistics Inc.
1. Who can use the platform
1.1 Personal and business customers. You may use the platform as an individual for personal, family or household purposes ("Consumer") or for a business. If you book for a business, you confirm you have authority to bind it, and section 16 applies to company accounts.
1.2 Consumers. If you are a Consumer, section 23 (Consumer rights) also applies. Nothing in these Terms limits or excludes any right or remedy you have under British Columbia's Business Practices and Consumer Protection Act (BPCPA) or other law that cannot be waived. If anything in these Terms conflicts with those rights, those rights apply.
1.3 Age and launch area. You must be at least 19 years old. At launch, every job must start and end in British Columbia (section 2.5).
2. What CIL is (and is not)
2.1 CIL operates an online technology platform that lets customers find and contract with independent, CIL-vetted motor carriers ("Carriers").
2.2 CIL is not a motor carrier, freight forwarder or broker and does not provide transportation services. CIL does not take possession, custody or control of any goods or equipment. It does not select, control or direct routes, vehicles, drivers, loading, unloading, permits or load securement; those are the Carrier's responsibility.
2.3 CIL vets Carriers against its published membership criteria at onboarding and periodically. Vetting is not a guarantee of any Carrier's performance.
2.4 Job alerts. Your job is shown to all eligible Carriers at once (right vehicle, verified insurance, pickup inside their service area). CIL does not assign Carriers. The first eligible Carrier to accept your job is booked at the all-in price shown to you when you requested it, and you are told which Carrier accepted before pickup. Distances shown are from each Carrier's home base and are for information only.
2.4A Live tracking. While your job is active (from the Carrier's "En route" to your pickup until delivery is completed or the job is cancelled), you can see the driver's location on a map and an estimated arrival time. You see the driver's location only during your own active job. On a Shared job, while the driver is at another customer's stop you see only "On a stop before yours" and an ETA, not that customer's location. Tracking and ETAs are for information only and are not a guarantee of arrival time. See the Privacy Policy.
2.5 Service area: Canada only. Every job must start and end in Canada. At launch, every job must start and end in British Columbia. Other provinces and territories (except Quebec) may be shown as "coming soon"; no prices or bookings are available there until we announce them. No cross-border or US jobs may be booked, and no job may include a leg in the US. Jobs in Quebec are excluded at launch.
3. Who your contract is with
3.1 The Carrier performs the job. When you accept a Carrier's offer, a contract for transportation or moving services ("Contract of Carriage") is formed directly between you and that Carrier. The Carrier, not CAN or CIL, picks up, carries, loads (where its crew service is booked), and delivers your goods, and is responsible for doing so.
3.2 CAN's role. Your separate agreement with CIL is these Terms: CIL provides the CAN platform, provides the payment flow processed by Stripe, in which you pay the Carrier directly (section 5.1), and handles complaints about payments (section 21). CIL is not a party to the Contract of Carriage. The booking confirmation shows the Carrier's legal name, NSC number and any Carrier terms. The Carrier is responsible for performing the move.
4. Pricing
4.1 The Carrier sets the price. Any price the platform shows before a Carrier's offer is an automated, non-binding estimate. The Carrier may accept, change or counter it.
4.2 The price you accept is the total price for the job as described, in CAD and including GST. It includes everything the Carrier will charge for that job as described, including any emergency premium and mandatory fees. Changes to the job (different unit, site conditions, waiting time beyond — minutes, extra stops) may be priced by the Carrier only with your approval in the platform.
4.3 Emergency jobs. A job is an emergency job if pickup is requested within 4 hours of booking, or between 7 pm and 7 am, or on a Saturday, Sunday or BC statutory holiday. Each Carrier sets its own emergency premium, and the full price including it is shown before you book. No emergency premium is added after you accept.
5. Payment
5.1 You pay the Carrier directly. You pay by card through the Platform. Payments are processed by Stripe. Your payment goes directly to the Carrier's own Stripe account: the Carrier is the seller of the service and the merchant for the payment, and the Carrier's name appears on your card statement and receipt. CIL doesn't receive or hold your payment. CIL's platform fee is paid by the Carrier out of the price; it is not an extra charge to you. The price you see is the full price.
5.2 Card hold; charged at signed POD. At booking, with your consent, your card is saved securely with Stripe. Once a Carrier accepts, your saved card is shared with that Carrier's Stripe account. If pickup is within 5 days, a hold (authorization) for the all-in price shown, including GST, is placed when the Carrier accepts. Otherwise, the hold is placed about 2 days before pickup. A hold is not a charge, but it reduces your available credit until it is released or captured. If a hold is about to expire before the job is complete, we will release the hold and place a new hold for the same amount on the same card; you are still charged only at signed POD. If a hold can't be placed, the job is flagged, nothing is charged, and you'll be asked to update your card (section 5.5). Your card is charged when the receiver signs the proof of delivery (POD). Waiting time is a separate charge after POD (section 5.2A). If the Carrier's price changes, we will ask for your approval first.
5.2A Waiting time and other post-delivery charges. Waiting time beyond the free time shown at booking is charged at the rate shown at booking (per started block, plus GST), measured from the driver's Arrived tap to Loading done, and is charged to your saved card after POD, separately from the job price. Your receipt itemizes each stop's free time, timestamps, billed blocks, rate and GST. You can dispute a waiting charge under section 21 within — days.
5.4 Saved-card consent. By booking, you authorize CIL (to operate the Platform) and the Carrier who accepts your job, through Stripe, to store your card, to share it with that Carrier's Stripe account for your booking, and to authorize and charge it, without you present, for: (i) the total price of the booked job; (ii) any change you approved in the Platform, and waiting time at the rate disclosed at booking under section 5.2A; and (iii) any cancellation fee that applies under section 6. These are one-off charges per booking, not recurring charges. You can remove your card once your bookings are completed or cancelled.
5.5 If authorization fails, you'll be asked for another card. The Carrier may cancel the job without penalty to either party if it isn't updated before pickup.
5.6 GST and receipts. All prices are in CAD. Your receipt is issued in the Carrier's legal name. Carrier companies are registered for GST/HST, and their GST/HST number and the GST amount are shown separately. Some individual drivers are small suppliers who are not registered for GST/HST; no GST is charged on their service, and the receipt says so. CIL requires an individual driver to register for GST/HST before taking new jobs once their CAN sales (full job prices before GST, including add-on charges, not including tips) reach $30,000 over four consecutive calendar quarters. GST is charged on CIL's own platform fee where it applies. CIL does not guarantee a Carrier's tax filings.
5.7 Refunds and disputes. Refunds approved under section 21 are paid from the Carrier's Stripe account back to your card. Please use the Complaints button before disputing a charge with your card issuer; a card dispute is handled between you, your card issuer and the Carrier, with CIL providing the job records.
6. Cancellation
Cancellation fees may apply as set out in these Terms (section 20). If the Carrier cancels, any authorization is released and you may rebook.
7. Your responsibilities
You must accurately describe the unit (make/model, weight, dimensions, value, condition), provide safe site access and any site-specific requirements, have the unit transport-ready, and tell the Carrier about hazards. You are responsible for consequences of inaccurate information. You must not book any job to carry: dangerous goods under the Transportation of Dangerous Goods Act, 1992; hazardous products under the Hazardous Products Act; hazardous waste, medical waste or infectious substances; explosives, flammable or poisonous items; illegal items; or live animals (except as shown for the service). See also section 17.2.
8. Loss, damage and claims
8.1 Note any damage on the POD at delivery, with photos.
8.2 Make written claims against the Carrier and its insurer within — days of delivery (or of the scheduled delivery date, for loss). The Carrier's liability is governed by the Contract of Carriage and applicable law (including any declared value).
8.3 CIL's role is limited. On request, CIL will share booking records, POD photos and the Carrier's insurer details, and may offer non-binding help to resolve disputes. CIL does not decide claims or pay them, except where a claim arises from CIL's own negligence in operating the platform.
9. Limitation of liability
To the maximum extent permitted by law: (a) CIL is not liable for the acts or omissions of Carriers or for loss of or damage to goods or equipment in transit; (b) CIL is not liable for indirect, consequential, special or punitive damages, or for lost profits, downtime, rental loss or loss of use; and (c) CIL's total liability arising from the platform for any booking is limited to the greater of CAD $— and the platform fee CIL received for that booking. Nothing in this section limits liability for death or personal injury caused by negligence, for fraud, or any right you have as a consumer that cannot be excluded under applicable law.
10. Indemnity
You will indemnify CIL and its directors, officers and staff against claims, losses and costs arising from your breach of these Terms, inaccurate job information, or your site conditions, except to the extent caused by CIL.
11. Platform use
No misuse, scraping, fraud, or circumvention of the platform's payment system for jobs found through it. We may suspend accounts for breach.
12. Privacy
Our Privacy Policy explains how we handle personal information: the Privacy Policy page.
13. Governing law
These Terms are governed by the laws of British Columbia and the federal laws of Canada applicable there. The courts of British Columbia sitting in Vancouver have exclusive jurisdiction.
14. Changes
We may change these Terms by posting a new version with a new effective date and, for material changes, notifying account holders — days in advance. Changes do not affect bookings already accepted.
15. General
Entire agreement (with the booking confirmation and Carrier terms); severability; no waiver; assignment by CIL on a business transfer; notices to support@canintegrated.ca.
16. Company accounts
16.1 Account owner and authorized users. A company account is opened by an owner/administrator with authority to bind the company. The administrator may invite authorized users and assign roles (e.g., Admin, Booker, Approver, Viewer).
16.2 Company bound. The company is bound by bookings, approvals and acceptances made by its authorized users through the account.
16.3 Job sites and PO numbers. The company may set up job sites and require a PO number on bookings. PO numbers are for the company's reference. They don't add the company's purchase-order terms to the contract, and a missing or wrong PO number is not a reason to withhold payment for a completed job.
16.4 Spending limits and approvals. The company may set per-user limits and require an Approver above a threshold. These are the company's own internal controls, and the company is responsible for configuring them. A booking submitted and approved under the account's settings binds the company.
16.5 Payment. Company accounts pay by card only, under section 5.
16.6 Monthly statement. CIL provides a monthly statement listing the account's jobs and payments, for information only. It is not a request for further payment.
16.7 Not offered at launch: invoice/net terms and credit applications.
16.8 Business verification. CIL may verify the company (legal name, registration, GST number, authorized signatory) before enabling the account.
16.9 Credentials and users. The company is responsible for its users' credentials and for activity on its account. The administrator may remove users at any time; removal doesn't cancel accepted bookings.
16.10 Privacy. CIL processes each user's personal information under the Privacy Policy. Administrators can see users' activity in the account, and the company is responsible for telling its users.
17. Residential & Commercial Moves
17.1 Scope. Moving household goods and furniture between homes and apartments, and office and commercial furniture, fixtures, IT equipment, files and stock between premises, for personal and business customers.
17.1A Loading. Unless the booking shows that the Carrier's own loading crew is included, you load at pickup and the receiver unloads at drop-off; the driver does not lift or carry. If nobody is there to load or unload, section 20 applies. Loading crews are offered only by Carrier companies, and only where shown in the price before you book.
17.1B One all-in price. The price you accept is a binding all-in price for the move as described (items, access, stairs, distance, crew if booked), including taxes. It is not an hourly estimate. The Carrier may not ask for more at the door. A price change is allowed only if the job differs from your description and you approve the new price in the platform before work continues; you may instead cancel without a cancellation fee for that reason.
17.2 Exclusions. Not permitted: dangerous goods/hazmat; cash, securities, jewellery, artwork or other high-value items not declared and accepted in writing; live animals; regulated or illegal items.
17.3 Declared value and valuation option. You must declare the total value of goods and any item over $— when booking. Before you book, the platform shows, in a prominent box, the Carrier's liability for loss or damage: the basic limit included in the price ($— per kg / $— per move) and any optional higher valuation you can buy up to the declared value, with its price. The Carrier's liability follows the option you choose and the declared value it accepts.
17.4 Building rules. You must tell the Carrier about building requirements (elevator booking, loading dock, hours, COI wording) at booking, and arrange building access. The Carrier must follow building rules.
17.5 Certificates of insurance (COIs). When a building requires one, the COI is issued by the Carrier's insurer or broker naming the landlord/property manager as required. CIL does not issue COIs or insure the move.
17.6 Your duties. Pack and label unless packing is booked; have the goods ready and someone able to load and unload them (section 17.1A); back up and disconnect IT equipment; remove or declare confidential or high-value items; be present or have an authorized contact at both ends.
18. Scheduled jobs
18.1 Scheduling options. You may book any category for a specific future date, a date window, or a month. For a window or month booking, the Carrier proposes a confirmed date within it, and the job is scheduled when you accept that date.
18.2 Saving your card. Your card is saved with Stripe on CIL's platform at booking (with your consent under 18.6), whether or not a Carrier has accepted yet. No charge is made before the signed POD; holds are placed as set out in section 5.2.
18.3 Hold timing. As in section 5.2. For window/month bookings, "pickup" means the confirmed date: the hold is placed when the Carrier accepts if that date is within 5 days, otherwise about 2 days before it. If a hold can't be placed, the job is flagged, nothing is charged, and you'll be asked to update your card; the Carrier may cancel if it isn't updated by — hours before pickup.
18.4 Cancellation and rescheduling by you. Cancellation fees may apply as set out in section 20. Rescheduling counts as a cancellation unless the Carrier accepts the new date. Rescheduling into a date window counts as a cancellation and rebooking.
18.5 Carrier withdrawal. If a Carrier withdraws from an accepted scheduled job, you pay nothing to that Carrier, any authorization is released, and the job is re-alerted to eligible Carriers. CIL doesn't guarantee a replacement or the original price, and isn't liable for the Carrier's withdrawal.
18.6 Saved-card consent. You authorize CIL and the Carrier who accepts your job, through Stripe, to store your card and to authorize and charge it, without you present, for the accepted price, approved changes and the cancellation fees above, consistent with section 5.4.
19. Towing (business customers only)
19.1 Scope. Consensual tows and transport of vehicles, equipment or trailers that you own, lease or are authorized in writing to move (e.g., fleet repositioning, breakdowns of your own vehicles, moves to repair shops or auctions), within Metro Vancouver.
19.1A Duty classes and storage Light duty (towed vehicle GVWR up to 10,000 lb / ≈4,536 kg, FHWA classes 1–2) and medium duty (10,001–26,000 lb / ≈11,793 kg, classes 3–6) may be booked. Heavy duty (over 26,000 lb, classes 7–8) is available only as bid-only jobs once vetted heavy-duty Carriers are on the Platform. No storage is offered through the Platform at launch: the Carrier delivers to the destination you specify. You must state the vehicle's make, model and GVWR when booking.
19.2 Excluded at launch: non-consent tows; private-property or parking-enforcement impounds; police, RoadSafetyBC or municipal impounds; accident-scene tows covered by ICBC programs; repossessions; consumer (personal-use) tows; vehicles carrying dangerous goods.
19.3 Authority. You confirm you are the owner or have the owner's written authority, and you will provide keys or release documents. You indemnify the Carrier and CIL if you don't have that authority.
19.4 Condition and contents. The Carrier records the vehicle's condition with photos at pickup. Remove personal and valuable contents; the Carrier isn't responsible for undeclared contents.
19.5 Insurance. Damage to the towed vehicle is a matter for the Carrier and its on-hook/cargo insurer. CIL does not insure towed vehicles.
20. Cancellation fees
20.1 Shown before you book. The cancellation rules below are shown on the booking screen before you confirm, and in your booking confirmation. No other cancellation fee applies unless it was shown to you before you booked.
20.2 Definitions. - Accepted: a Carrier has accepted your job in the app. - Pickup time: the start of the confirmed pickup time or window. Window and month bookings count from the confirmed pickup date and time. - En route: the Carrier tapped "En route" in the app for the job. The time of the tap is recorded and shown to you immediately. - Arrived: the Carrier tapped "Arrived" and uploaded at least one timestamped photo showing the pickup site or address. - No-show: after "Arrived", neither you nor your site contact is available to release the goods within — minutes of waiting, and the Carrier has tried to reach your contact through the Platform. - Inaccessible site: after "Arrived", the job can't be done as booked because of conditions you control or failed to disclose (locked gate, no elevator or dock access, goods not ready, wrong address, undisclosed size or weight), shown by timestamped photos, the wait time and a contact attempt through the Platform.
20.3 Fees. Fees are a percentage of the job's all-in price (including GST), with a minimum and a cap, and never more than the all-in price.
| When you cancel | Fee |
|---|---|
| Tier 1: before any Carrier accepts; or 24 hours or more before the pickup time; or within 15 minutes after a Carrier accepts | Free |
| Tier 2: less than 24 hours before the pickup time, after a Carrier accepted, before "En route" | 15% of the all-in price (minimum $15, maximum $75) |
| Tier 3: after the Carrier taps "En route" and before "Arrived" | 25% of the all-in price (maximum $150) |
| Tier 4: no-show or inaccessible site | 35% of the all-in price (maximum $200), plus any wait time already shown on the job |
20.4 No fee when it isn't your fault. You pay no cancellation fee, and any card hold is released, if: (a) the Carrier cancels or doesn't show; (b) the Carrier hasn't tapped "Arrived" within 15 minutes after the start of the pickup time (or window) and hasn't sent an updated arrival time you accepted; (c) the Carrier tapped "En route" but the job's location shows no progress toward pickup (where live tracking is on); (d) you cancel because the Carrier asks for a higher price, different terms or cash outside the Platform; or (e) a safety issue, a severe weather warning or a road closure prevents the job.
20.5 How it is charged. If a card hold is in place, the fee is charged from that hold and the rest is released. Otherwise the fee is charged to your saved card. The fee and the reason are shown on your receipt. The fee is paid to the Carrier through the Platform, less the Platform fee.
20.6 Disputes. You may dispute a cancellation, no-show or inaccessible-site fee through the Complaints button (section 21) within — hours. If the Carrier's status taps or photos don't support the fee, it is refunded.
20.7 Your legal rights come first. If you are a consumer, nothing in this section limits any right you have under the Business Practices and Consumer Protection Act (British Columbia) or other law to cancel a contract and get a refund. Where that law gives you a right to cancel without a fee, no fee is charged.
20.8 Repeated late cancellations. CIL may limit booking for accounts with repeated late cancellations or no-shows, after a warning.
21. Complaints, holds and refunds
21.1 Complaints button. You (or a Carrier) may file a complaint about a job through the Platform within — days after proof of delivery or cancellation, describing the issue and attaching evidence.
21.2 No payout holds. CIL does not hold, delay or control Carrier payouts. Payments are processed by Stripe and paid out by the Carrier's own Stripe account. If your complaint is upheld, any refund is issued from the Carrier's Stripe account to your card (section 5.7).
21.3 Resolution. CIL's designated admin reviews the complaint and the evidence from both sides (photos, POD, status log, messages) and decides one of: full refund, partial refund, or no action. Decisions are made within — business days of the complaint, or — business days after the last evidence is received, whichever is earlier. Either party may ask for one review by a second admin within — business days.
21.4 What a decision is. The admin's decision decides only whether a refund is made through the Platform from the Carrier's Stripe account, as the Carrier agreed in its agreement with CIL. It doesn't decide legal liability for loss or damage, which stays between you and the Carrier (and its insurer) under section 8. Neither party gives up its other legal rights.
21.5 Card disputes. Please use the Complaints button before disputing a charge with your card issuer.
22. Shared and Direct delivery
22.1 Direct: your shipment is carried on its own, at the standard price shown.
22.2 Shared: you get 10% off the Direct price shown for the same job, applied upfront whether or not other shipments are added. In exchange, the driver may make other pickups or drop-offs on the way, and your pickup or delivery may be up to 20 minutes later than the Direct ETA. This is a target, not a guarantee: traffic, loading and other delays can add more time. Promised pickup windows you booked still apply.
22.3 The discount is not refunded or increased if your shipment arrives within the 20-minute window. If a Shared job arrives later than the window, contact support and we will review it.
22.4 Pooling does not change how your goods are handled: the Carrier must load, secure and carry them with the same care as a Direct shipment, and section 8 applies as normal.
23. Consumer rights (personal customers)
23.1 Before you book. For a Consumer booking, before you accept, the platform shows you: the supplier's name (the Carrier) and, where different, the operator's name (Can Integrated Logistics Inc.); the business address, phone number and email address for each; a fair description of the service (what is moved, from where to where, vehicle, whether a loading crew is included); an itemized price (service price, any optional valuation, any other charges, and taxes), the total price, and that it is in Canadian dollars; the pickup and delivery date or date window (the supply date); and your return, cancellation, refund and complaint policies. You must be able to review the details, correct errors, and expressly accept before the booking is made. You can save or print these details.
23.2 Copy of your contract. We will email you a copy of your booking confirmation and these Terms, with the same details, within 15 days after you book.
23.3 Your cancellation rights. As well as section 20, you may cancel a Consumer booking by giving us notice through the platform or by email: (a) within 7 days after you receive the copy of the contract, if any of the disclosure in 23.1 was not given; (b) within 30 days after you book, if you did not receive a copy of the contract as set out in 23.2; and (c) at any time before the move is performed, if it is not performed within 30 days after the pickup or delivery date shown (or the date window ends), unless you agreed to a new date. No cancellation fee applies to a cancellation under this section.
23.4 Refunds. If you cancel under section 23.3, any hold is released and anything you paid is refunded within 15 days. If you paid by credit card and the refund is not made in time, you may ask your card issuer to reverse the charge.
23.5 Fair dealing. No Carrier or CIL may make a false or misleading representation about the service or price, pressure you at the door, or take advantage of you in a way the BPCPA prohibits (for example, unconscionable or deceptive acts). Report this through the Complaints button.
23.6 Limits of liability. Sections 8, 9 and 17.3 apply to Consumers only to the extent the law allows. They do not exclude or limit liability for death or personal injury caused by negligence, for gross negligence or wilful misconduct, or any right that cannot be waived. The key limits are shown in a summary box before you book.
23.7 Complaints and claims. Complaints follow section 21. A complaint decision does not stop you from going to the Civil Resolution Tribunal, Consumer Protection BC or a court.