OneGo agreement for shops

1. The parties

1.1 OneGo is operated by 9465-0785 Québec inc., 411 rue Dalbec, St-Paul, Quebec J0K 3E0 ("OneGo", "we", "us").

1.2 "You" or "the shop" means the business whose legal name is entered in the shop's profile on OneGo. The person who accepts this agreement does so on behalf of that business. They state that they may bind that business. The agreement binds the business, not the person themselves.

1.3 A few words this agreement uses:

• Box: what you sell on OneGo. A subscription box comes round on the rhythm you choose. A "Limited edition" box is sold once, for one pickup window.
• Extra: an item a customer adds to a box.
• Pickup date: a date a box is handed over.
• Cutoff: the moment orders for a pickup date close and renewals are charged.
• Order: what a customer paid for one pickup date.
• Province: the Canadian province or territory where your business address is.

2. What OneGo is

2.1 OneGo is a marketplace. It lets customers subscribe to or buy your boxes, and lets you sell them.

2.2 You are the seller. You set the price, the food is yours and you hand it to the customer. Customers buy from your shop, not from OneGo.

2.3 OneGo provides you a service: the shop page, the orders, charging customers, payouts and support. For that service OneGo takes a commission (section 10).

2.4 OneGo collects the card payment for you. The customer's card statement reads ONEGO, because OneGo runs the charge. The receipt the customer reads carries your shop's legal name and tax numbers, because you sell the food and you remit the tax. A tax OneGo itself collects on your sale (5.6) is shown to the customer as a tax collected by OneGo, with OneGo's numbers.

3. Your account and who acts for the shop

3.1 One OneGo account opens one shop. The person who creates the shop is its Owner.

3.2 Once the shop is live, the Owner can invite a team:

3.3 Only the Owner changes the legal name, the contact email, the business address, which sets your province, and the tax registration.

3.4 The shop is responsible for everything its Owner, Managers and Employees do in OneGo.

3.5 There is no OneGo password. You sign in with a link sent by email, or with Apple or Google.

4. Going live

4.1 A shop you create stays a draft until OneGo approves it. Nothing is public before approval.

4.2 Before the review, you complete these steps:

1. your shop: name, phone, contact email;
2. your business: legal name, business address and your GST/HST number, with your QST number in Quebec (5.5);
3. get paid: the form of Stripe, our payment partner (section 11);
4. at least one pickup location in your province, with its hours;
5. at least one box marked ready to sell. It is required: OneGo wants to see what you sell before it approves the shop;
6. your logo.

4.3 Stripe verifies your identity and your bank account. OneGo does not check them again. The review opens once Stripe can pay you and asks nothing more of you.

4.4 OneGo reviews everything you entered: the profile, every pickup location and its hours, every box with its photos, its schedule and its extras. OneGo spellchecks and translates your texts and approves the French and the English. You write each text once, in the language you prefer.

4.5 You can keep editing during the review. The approval covers what OneGo saw. If you change something after, OneGo reviews again.

4.6 Approval puts the shop live and puts on sale every box marked ready, as it stands at that moment. OneGo tells you by email.

4.7 OneGo may leave a draft unapproved, and may close an abandoned or spam draft. Nothing is deleted: the draft is archived.

5. Your boxes, your prices and taxes

5.1 You describe each box: name, description, contents, allergens, photos, price, taxes applied, pickup rhythm and number of boxes per pickup. You must answer the allergen question. An allergen you add shows at once.

5.2 A box is yours until you submit it. After you submit it, OneGo reviews the whole box. OneGo approves it, which puts it on sale, or declines it and gives you the reason. A declined box is a draft again, which you can fix and submit again.

5.3 A box's price and the taxes it applies never change once the box has been on sale. For a new price, you create a new box (often by copying the old one), then retire the old one. Retiring a box ends its subscriptions and each subscriber is told.

5.4 You tick the taxes of each box and each extra, from those of your province: GST or HST, and QST, PST or RST where the province has its own. You may tick none. A box that mixes items has one choice for the whole box; an item taxed differently is sold as an extra. You can only tick a tax your shop is registered for. OneGo does not classify what you sell: the choice is yours, and you answer for it.

5.5 Your tax obligations are yours. To sell on OneGo, your shop must be registered for GST/HST, and for QST in Quebec: you give OneGo those numbers, and no box goes on sale without them. You also give your PST or RST number to apply that tax to a box. OneGo adds the taxes you ticked to the price, collects them for you and passes them to you without keeping a cent of them. You remit them to the governments. A change of registration applies to invoices issued after you save it; invoices already issued do not change.

5.6 When the law makes OneGo collect a tax on your sales, for example a provincial tax on sales made through a marketplace, OneGo collects and remits it under its own numbers. It is shown to the customer as a tax collected by OneGo. You do not remit it. OneGo takes it out of the order's payment, with its commission, and gives it back to you if the order is refunded. Your fee statement shows its total every month (10.6).

5.7 Each receipt keeps the rates, the amounts, your legal name and your tax numbers, and OneGo's numbers for the taxes it collects, as they were when the order was charged.

6. Orders, capacity and pickup days

6.1 Each subscription box has its rhythm: its weekdays, how often it comes round (weekly, twice a month or monthly) and its first date. OneGo schedules pickup dates 12 weeks ahead.

6.2 Customers subscribe to one box a month. A subscriber keeps the same slot every month (for example, the second Friday). They can skip a month or cancel (section 8).

6.3 You set the number of boxes per pickup, box by box. You can change it for one date. Lowering it drops nobody: a date that already holds more subscribers keeps them and reads as full. OneGo does not add up all your boxes on one day: setting numbers you can pack is up to you.

6.4 The cutoff of each pickup date is 7 days before, at midnight (00:00), in your shop's time. It is the same for every shop and cannot be changed.

6.5 A full box takes a waitlist. The waitlist reserves nothing: the people on it are only told when a spot opens up.

6.6 Changing a box's rhythm never moves a subscriber. You can add weekdays or weeks. Removing a weekday or a week that holds a subscriber is refused.

6.7 You pack and hand over every paid order, at the pickup location and during its pickup hours, to the person who shows the order's pickup code. If the customer never comes for their box, the order stays paid: no refund is owed, and you decide what to do with the box.

6.8 A "Limited edition" box is picked up on any open day of its window (14 days at most). Its sales open no earlier than 30 days before the window starts and close at the cutoff of its first day.

7. Closures and holidays

7.1 You can close your shop for a day or a period (28 days at most). A closure covers all your locations.

7.2 A pickup on a closed day is never cancelled: it moves to the next open day of the same week, else to the same weekday of the following week. It never moves earlier. The customer keeps their date for charging and for the month of their box. They are told the new day.

7.3 Moved pickups add to the load of the day they land on. OneGo shows you every move and each day's load before you confirm a closure.

7.4 The statutory holidays your province closes by default are closed, unless you choose to stay open, holiday by holiday.

7.5 Not opening on a pickup day without having added a closure is a day not packed (section 9).

8. What customers can do

8.1 A subscriber can skip a month before its cutoff. That month is not charged. The freed spot is sold as a one-off for that date.

8.2 A subscriber can cancel. The box already paid for that month still happens: you pack it and they pick it up. Cancelling is not a refund. The spot frees from the following month.

8.3 Customers have no pause. A "Limited edition" box cannot be cancelled or skipped.

8.4 Declined cards. Each renewal is charged at its cutoff. If the card is declined, OneGo tries again 12, 24 and 48 hours later, within a grace of 3 days. Still unpaid when the grace ends, the box leaves your pack list and the subscription ends.

8.5 An order OneGo did not charge before its pickup day is over is cancelled. It is never charged late, and nothing is paid to you for it.

9. Refunds

9.1 You decide refunds on your orders. The Owner and Managers refund in OneGo. A refund covers the whole order (box, extras and tax). There are no partial refunds. An order already picked up can be refunded.

9.2 Refunding a subscriber's box keeps the subscription, unless you tick "Also end this subscription?".

9.3 A day not packed. If you cannot pack a pickup day (closed, forgot, ran out), you declare it in OneGo. Every affected customer is refunded in full, at once. The customer gets the refund and nothing else.

9.4 The shop pays for refunds, the ones you give and those of a day not packed. The money comes first from what has not yet been paid out to you; otherwise from your Stripe balance (section 13).

9.5 A OneGo admin can refund an order or declare a day not packed for your shop. The refund then works the same way: the shop pays and OneGo keeps its commission. OneGo does this without your request in two cases only: a customer complains and you do not answer OneGo within 2 business days; or your shop is closed, banned or cannot be reached.

9.6 Refunds are made only in OneGo. Stripe's dashboard does not allow refunds.

9.7 OneGo sees days not packed. When they repeat, OneGo contacts you.

10. OneGo's commission

10.1 The commission (the OneGo fee) is 10% of the price before tax of each line of an order: the box and each extra. For a line of several boxes, it is 10% of the price times the quantity. It is never computed on tax. OneGo may agree a different rate with you for your shop. Any other rate is agreed in writing and shown on your shop's Accounting page. Raising the rate needs a new version of this agreement or 30 days' notice.

10.2 The commission is a service OneGo provides to you. OneGo therefore adds the sales taxes that apply where your business address is, under OneGo's numbers shown on your fee statement.

10.3 The commission and its taxes are taken when the order is paid, out of the payment itself. You receive the rest.

10.4 The commission is not refunded. OneGo keeps its commission, and its taxes, when:

• you refund an order;
• a OneGo admin refunds an order for your shop;
• a pickup day is declared not packed, by you or by OneGo.

The service was provided. No commission is taken on an order that was never paid: a month skipped before its cutoff, a renewal still unpaid after its grace, an order never charged.

10.5 Card fees and Stripe's payout fees are paid by OneGo, not by you.

10.6 Every month OneGo gives you a fee statement: every commission of the month, the taxes on the total, OneGo's tax numbers and, if there are any, the taxes OneGo collected on your sales (5.6). It is the document you need to claim the taxes on the commission back, when your shop is entitled to.

10.7 Example for a registered shop in Quebec, at Quebec's rates in force on 7 October 2026, for a $100.00 box that applies GST and QST:

You keep your $100.00 and the $14.98 of tax you will remit, less $11.50 for OneGo. If this order is refunded, the customer gets $114.98 back, and the shop ends at minus $11.50 on this box. Elsewhere in Canada, the taxes on the box and on the commission follow your province, and the amounts differ. Your shop's are on the Accounting page.

11. Payments go through Stripe

11.1 To receive your money, your shop has an account with Stripe, our payment partner. You open it in step 3, inside OneGo. There you accept Stripe's services agreement, which applies in addition to this one.

11.2 Stripe verifies your identity and your bank account, and may ask you for information at any time. When Stripe asks for something, OneGo tells the Owner by email.

11.3 Your Stripe account receives money; it does not take card payments. The payout timing is run by OneGo (section 12). In Stripe's dashboard you cannot change that timing, pay yourself out or refund.

11.4 No order is charged and the shop is not put live until Stripe has confirmed that your account's payouts are run by OneGo.

12. Payouts

12.1 A pickup day's money is sent to you 3 days after that day, in your shop's time zone. A Monday pickup goes out on Thursday at the earliest. For a "Limited edition" box, the day is the last day of its window.

12.2 There is one payout per shop per pickup day, covering all your locations and every order of that day.

12.3 Nobody chooses this delay, neither you nor OneGo. It lets customers be refunded from money still in your Stripe balance, instead of after it reached your bank.

12.4 A payout can go out later while Stripe still holds the funds. Once sent, the money reaches your bank on your bank's timing, usually 1 to 4 business days.

12.5 What is sent: what you earned on that day's orders (the total paid less OneGo's commission, its taxes and the taxes OneGo collects under its numbers, 5.6), less refunds already paid, plus anything still owed to you from earlier days, never more than Stripe has made available. A day that comes to zero or less sends nothing; the shortfall is taken from the next payouts.

12.6 Stripe allows money to be held for 90 days at most. Any money held for 80 days is sent to you that day, whatever its pickup day.

12.7 If a payout fails, the Owner gets an email. OneGo sends it again as soon as the bank account is updated.

13. Negative balance and adjustments

13.1 A refund made after the day's payout is taken from your Stripe balance, which can go below zero.

13.2 A negative balance is recovered from your next sales, or debited from your bank account by Stripe. You pay it once, one way or the other.

13.3 What neither your next sales nor the bank debit recover remains owed by the shop. OneGo may invoice you for it and recover it by any lawful means.

13.4 OneGo keeps the account of what is owed to you. Money moved that Stripe ties to no order (a correction, for example) is recorded by OneGo as an adjustment. An adjustment is never edited or deleted: a mistake is undone by the opposite adjustment.

14. Card disputes

14.1 If a customer disputes a payment with their bank, OneGo handles the dispute with Stripe, together with you. If the dispute is lost, the shop bears its amount: OneGo takes it back from the order's transfer. The shop also bears Stripe's dispute fee: OneGo takes it back the same way.

15. When Stripe pauses your shop

15.1 If Stripe pauses or flags your account, OneGo pauses your shop too: the shop page is disabled, nothing new is sold, nothing is charged, and every subscription is cancelled. Each subscriber is told.

15.2 To avoid this, answer each Stripe request before its date.

16. OneGo's review of your texts, photos and changes

16.1 Everything customers see is approved by OneGo. Once the shop is live, every change you make (texts, photos, profile, locations, hours, schedules, more boxes per pickup, extras, an extra's price, reopening a closed day) waits for OneGo. Meanwhile customers see the last approved version.

16.2 Some changes apply at once and are reviewed after: fewer boxes per pickup or less stock of an extra, taking an extra off offer, adding a closure, closing a holiday again, changing your tax registration, adding an allergen, and retiring a box. OneGo can undo any of them except retiring a box, and tells you.

16.3 OneGo may refuse a text, a photo or a change. Refusing a change needs no reason. Declining a submitted box gives one. You are told every decision by email.

16.4 OneGo may correct any field of your shop itself. Its correction applies at once.

16.5 OneGo may improve your photos (framing, light, colour, a neutral background on a box photo). OneGo never changes what the food is: same items, same count, same shape, same doneness, same portion. No image is generated. Nothing is added that reads as an organic label, a grade, a provenance mark or an award.

16.6 OneGo uses an artificial intelligence service to detect the language of your texts, prepare their correction and translation, and improve your photos. A person at OneGo always approves the result.

16.7 Your texts, photos, logo and name remain yours. You give OneGo a non-exclusive, free licence to show, translate, edit and improve them on OneGo, and to use them to promote your shop, for as long as your shop is on OneGo. OneGo may keep copies in its records after you leave.

16.8 What you publish must be accurate. Customers pay before they see the box. You state that you hold every permit your food requires and follow the food safety rules that apply to it. OneGo does not require insurance.

17. Hide, ban and leaving

17.1 Hide. OneGo may hide your shop. The shop page disappears and nothing new is sold. Subscriptions stay but are paused: no renewal is charged meanwhile, and each subscriber keeps their spot. A box already paid for still happens. Customers and the Owner are told. When the shop comes back, subscriptions resume from the next date whose renewal has not come due. Months missed are never charged afterwards.

17.2 Ban. OneGo may ban your shop. Nothing is sold or charged, and every subscription is cancelled, each customer told. The Owner is told. Pending changes lapse. Lifting a ban reopens the shop page only: cancelled subscriptions stay cancelled.

17.3 OneGo may hide or ban a shop for any of these reasons: a breach of this agreement, a food safety problem, fraud or a misleading listing, repeated days not packed, or a Stripe flag. OneGo acts at once and writes to you the same day.

17.4 Leaving. To leave OneGo, write to support@onegomarket.com or retire all your boxes. There is no notice period. The agreement ends once the last paid order is handed over and the last payout is sent. Retiring your boxes stops their sales and ends their subscriptions, each subscriber told. Whenever a subscription ends, the box already paid for still happens: you pack it and hand it over, otherwise it is a day not packed (section 9).

17.5 OneGo may end this agreement without fault on your part, with 30 days' notice by email.

18. Personal information

18.1 Customers' information. Customers' contact information stays with OneGo: your team never sees a customer's email address, phone number or postal address, and OneGo does not pass them on. For each subscription and each order, your team sees the customer's first name and the initial of their last name when OneGo has them, the pickup code and the orders. Employees see the pack list only. You use this information only to pack and hand over orders. For anything else a customer asks, write to support@onegomarket.com.

18.2 Yours. OneGo keeps your email address, your language, your role in the shop, the record of the versions of this agreement you accepted, and the shop profile (including the legal name, address, phone and contact email). Stripe keeps your identity and your bank account; OneGo does not keep your full bank account number, only the bank's name and the last 4 digits of the account. When your Stripe account is opened, OneGo sends Stripe the shop name, legal name, address, phone, contact email (or yours, if the shop has none), the shop's web address, your GST/HST number and, in Quebec, your QST number. A change to the shop's contact email is also sent to Stripe.

18.3 OneGo is hosted by Amazon Web Services in its Ohio region in the United States. Your information and customers' information are therefore kept outside Canada, where they are subject to the laws of the place where they are kept. Your texts and photos also go through an artificial intelligence service (OpenRouter) for translation and improvement.

18.4 You have the right to know what information OneGo holds about you, to get a copy of it, to have it corrected and to have your account deleted. Order and tax records are kept, without your email address, to meet OneGo's legal obligations. What remains of a departed shop's account, without its email, is kept for three years. Order and tax records are kept for as long as tax law requires.

18.5 The person in charge of the protection of personal information at OneGo is the President of 9465-0785 Québec inc. OneGo follows Quebec's Act respecting the protection of personal information in the private sector, and the federal Personal Information Protection and Electronic Documents Act. If you are not satisfied with OneGo's answer, you can file a complaint with Quebec's Commission d'accès à l'information if your shop is in Quebec, or with the Office of the Privacy Commissioner of Canada if it is elsewhere in Canada.

19. Emails from OneGo

19.1 OneGo writes to you by email about your shop: review decisions, Stripe requests, a failed payout, the shop's approval. These emails have no unsubscribe link, because they are part of the service.

20. Availability and liability

20.1 OneGo does its best to keep the service working, but cannot promise it will always be available.

20.2 You are responsible for what you sell: the food, its contents, its allergens, how it is prepared and how it is handed over. OneGo is not responsible for what a shop sells.

20.3 OneGo's liability to the shop is limited to the total commissions OneGo took on your sales in the 12 months before the claim. OneGo is not liable for indirect loss or lost profit.

20.4 The shop indemnifies OneGo against any claim that comes from its food, its tax returns or its content.

20.5 Nothing in this agreement limits a right the law does not allow you to give up.

21. Changes to this agreement

21.1 OneGo may change this agreement. Each change is a new version, published with the date it takes effect. A change to the money rules (commission, refunds, payouts) takes effect 30 days after it is published. Any other change, or a change the law requires, takes effect when it is published.

21.2 You must accept the new version before you keep using OneGo. The app shows you the full text and a button to accept it. Until you accept it, the app shows only the agreement. Orders already paid stay due and are paid out to you. After 30 days without acceptance, OneGo hides your shop (17.1).

21.3 OneGo records each acceptance with the version, the language and the time.

22. Governing law and language

22.1 This agreement is governed by the laws of Quebec and the federal laws of Canada that apply there, wherever your shop is. Any dispute goes before the courts of Quebec.

22.2 This agreement is written in French and in English. If the two versions differ, the French version prevails.

23. Other terms

23.1 Confidentiality. Each party keeps confidential the other's non-public information it receives through OneGo.

23.2 Events beyond control. Neither party is liable for a delay or a failure caused by an event beyond its control.

23.3 Transfer. OneGo may transfer this agreement together with its business.

24. Contact us

24.1 A question about this agreement or your shop? Write to support@onegomarket.com, or by mail: 9465-0785 Québec inc., 411 rue Dalbec, St-Paul, Quebec J0K 3E0.