Terms of use

Who we are

OneGo is operated by 9465-0785 Québec inc., a Quebec company (“OneGo”, “we”, “us”). Address: 411 rue Dalbec, St-Paul, Quebec J0K 3E0. Email: support@onegomarket.com.

What the app does

OneGo is a guide to independent food shops, picked by OneGo. With the app, you can:

• find shops near you and read the note OneGo wrote about each one;
• follow the shops you like;
• get a notification from a shop you follow, if you turn it on for that shop;
• follow a shop by scanning its code with the camera;
• buy a box from a shop, by subscription or as a one-off;
• create an account, if you want one.

The app is free. The boxes you buy through OneGo are sold by the shops: see the section “Refunds and cancellations”.

The shops we list

OneGo lists these shops independently. A box is sold by the shop. OneGo takes the payment for the shop, under an agreement with it, and issues the receipt.

A shop's address, opening hours, phone number and website are public information we recorded. They can change without our knowing. Check with the shop before you go.

The note on each shop is OneGo's opinion. The photos were taken by OneGo.

Do you run a listed shop and want to correct something or have your shop removed? Write to us at support@onegomarket.com.

Your account

An account is optional. Everything the app does works without one, including the shops you follow, which stay on your phone.

You create an account by signing in with Apple or Google. To create it, you must accept these terms and the privacy policy. There is no OneGo password: your account is as secure as your Apple or Google account and your phone.

You can delete your account at any time, in the app or by email. The steps are on the Delete my account page.

If you delete your account while a paid box is still to be picked up, the order stands: you pick up your box with its code. From your request on, you can no longer sign in. Your account closes 30 days after your last scheduled pickup, and no later than 60 days after your request. We tell you that date. Until then, your device keeps receiving pickup reminders.

Notifications

You choose, shop by shop, which notifications you get. You can turn them off in the app or in your phone's settings.

What you agree not to do

• use the app or the website in a way that breaks the law;
• try to get into another person's account or into our systems without permission;
• interfere with the app, the website or our servers, for example by flooding them with requests;
• copy OneGo's notes or photos to publish them or use them commercially without our written agreement.

If an account is used in breach of these terms, we may suspend or close it.

Intellectual property

The notes, the photos, the logo and the OneGo name belong to OneGo. Each shop's name and marks belong to that shop. You can share a shop's link: that is what it is for.

Availability and liability

We do our best to keep the app working and its information accurate, but we cannot promise it will always be available or that every detail about a shop is up to date.

The shop is responsible for the box it packs and for how it serves you. OneGo provides the app and the marketplace and takes the payment for the shop. The shop is responsible for the refunds it owes you under the section “Refunds and cancellations”.

Nothing in these terms limits the rights you have under the consumer protection law of your province or territory, or any other law that cannot be waived by contract.

Refunds and cancellations

This section applies when you buy a box through OneGo. A box is sold by a shop. OneGo takes the payment for the shop and issues the receipt. Your card statement shows ONEGO. For any question about an order, a refund or a charge, contact support (see "Contact us").

Who gives refunds

1. The shop decides whether to refund an order. If the shop does not answer us, or is closed or removed, OneGo can decide for it. To ask for a refund, write to support (see "Contact us"). We send your request to the shop. A refund is always for the whole order (the box, any extras and the tax). We do not refund part of an order or part of the quantity.

2. A shop can also choose to refund an order on its own, even after it was picked up.

3. The refund is paid in full. Each charge of the order (the box and, if they were paid separately, the extras) goes back to the card it was paid with, even if you changed cards in between. Each refund is sent at once. When it appears on your statement depends on your bank.

4. You can ask for a refund only when the box was not delivered to you. You have 30 days to ask, counted from the pickup day (for a Limited edition box, from the last day of its window, or from the new day we told you, point 21). Always ask support, in every case.

Cancelling a subscription

5. You can cancel a subscription at any time in the app. Cancelling gives up your spot for the following months.

6. A box already paid for when you cancel still happens: the shop packs it and you pick it up. Cancelling is not a refund. Cancelling does not stop a charge still to come: the extras added to that box after it was paid are charged at the cutoff of that pickup, on a charge of its own. Cancelling does not remove them. Before the cutoff, you can take them off at no cost, and nothing is charged.

7. A subscription also ends, and we tell you, when: a renewal stays unpaid after the retries described below; the shop stops selling that box; the shop refunds an order and ends the subscription with it; the shop's payment account is paused by our payment provider, or OneGo removes the shop from the service.

8. You cannot pause a subscription yourself. You can skip a month or cancel.

9. A Limited edition box and a One-off box cannot be cancelled or skipped.

10. If OneGo hides a shop for a while, your subscription is paused: no month is charged, your spot stays yours, and we tell you. A box already paid for before the shop was hidden still happens. When the shop comes back, your subscription starts again from the next pickup whose cutoff has not passed. Months missed are never charged.

Skipping a month

11. You can skip a month that is not yet charged, until the cutoff of that pickup. Your first box is charged when you subscribe, so it cannot be skipped. The cutoff is 7 days before the pickup date, at 00:00, the very start of that day, in the shop's time. For a pickup on Saturday 17 October, the cutoff is Saturday 10 October at 00:00. A skipped month is not charged. Your spot in later months stays yours.

12. After the cutoff the month is charged and cannot be skipped.

When you are charged

13. A first box is charged when you subscribe. A One-off box and a Limited edition box are charged when you buy them. Extras you choose when you subscribe or buy are paid in the same payment, with the box.

14. Each monthly renewal is charged at its cutoff, to the card saved in your account. An extra added to a renewal box is charged with it, at its cutoff. An extra added to a box that is already paid (a first box, a One-off box or a Limited edition box) is charged at the cutoff of that pickup, on a charge of its own. An extra added after the purchase is not charged at the moment you add it: taking it off before the cutoff costs nothing. A monthly extra is charged with each renewal until you stop it, any time before a cutoff. If you add it while your first box is already paid, before its cutoff, it starts on this box and is charged at its cutoff, on a charge of its own.

15. If a renewal, or an extras charge at the cutoff, is declined, we try again 12, 24 and 48 hours after the first attempt, within 3 days. We tell you after each failed attempt, by email and, if your phone allows OneGo notifications, by notification. If you change your card in the app, we try again at once.

16. If the renewal is still unpaid when the 3 days end, the box is not packed for you and your subscription ends. If an extras charge is still unpaid when the 3 days end, only the extras are dropped from the order: the box already paid for is still handed to you and your subscription is not affected.

17. If the payment fails when you buy a One-off box or a Limited edition box, the order is cancelled when the time we hold your box for payment runs out. If the first payment fails when you subscribe, the subscription does not start.

18. An order that was never charged before its pickup day is over is cancelled. It is never charged afterwards.

If you do not pick up your box

19. If you do not collect your box, the order stays paid and no refund is owed. The shop decides what happens to the box.

If the shop does not open or does not pack

20. If the shop does not open on a pickup day without having marked the day closed in OneGo, forgets to pack, or runs out, the day is declared not packed, by the shop or by OneGo for it. If your box was not ready, write to us. Every affected order is refunded to you in full, at once. You get the refund and nothing else. A Limited edition box is not refunded just because the shop did not open on one day of its window: you can still pick it up on another open day of the window. If the shop never has it ready, on any open day of its window or on the new day we told you (point 21), the order is refunded to you in full.

21. A Limited edition box is different: it is picked up on any open day of its window, so a closed day in the window is simply not a pickup day. If closed days move your Limited edition pickup to a day after its window, we tell you the new day, place and hours. For every other pickup, if it falls on a day the shop has marked closed in OneGo, or on a public holiday the shop closes for, or on a day its location no longer opens, it is not cancelled. It moves to the next open day of the same week (Monday to Sunday), otherwise to the same weekday the following week, and the same rule applies again from there. We tell you the new day, place and hours. Your charge date does not change and you are not charged again.

If a shop stops selling or leaves OneGo

22. Whenever a subscription ends, a box already paid for still happens: the shop packs it and you pick it up. The same goes for a Limited edition or One-off box already paid for when the shop retires it or leaves OneGo. If it does not, the order is refunded to you in full (point 20).

Changes to these terms

We may change these terms. The new version is published on this page with the date it takes effect. If you have an account, the app shows you the new version and asks you to accept it. If you do not accept it, you can delete your account.

Governing law and language

These terms are governed by the laws of Quebec and the federal laws of Canada that apply there. Any dispute goes before the courts of the province or territory where you live.

These terms are written in French and in English. If the two versions differ, the French version prevails.

Contact us

A question about these terms? Write to us at support@onegomarket.com or by mail: 9465-0785 Québec inc., 411 rue Dalbec, St-Paul, Quebec J0K 3E0.