Legal

User Policy

The standards of conduct expected of everyone on Truenorth Hub — customers, restaurants, and delivery partners — and what happens when they are not met.

Purpose of This Policy

This User Policy sets out the standards of conduct expected of everyone who uses the Truenorth Hub platform — Customers, Restaurants/Merchants, and Delivery Partners (together, "Users") — so that the platform remains safe, fair, and reliable for everyone. This Policy works alongside, and is incorporated into, our Terms and Conditions. Where this Policy describes conduct standards and consequences, our Terms and Conditions and Privacy Policy govern the legal terms of your relationship with Truenorth Hub. In the event of any conflict, the Terms and Conditions control the legal relationship, and this Policy controls as the practical standard used to evaluate conduct.

Truenorth Hub is built around a simple principle: everyone on the platform — the restaurant packing your order, the driver bringing it to your door, and the customer waiting for it — deserves to be treated fairly and with respect. This Policy explains what that means in practice, and what happens when it's not followed.

2. Standards That Apply to Everyone

2.1 Respect and Safety

All Users must treat other Users, Truenorth Hub staff, and members of the public with courtesy and respect. We have zero tolerance for the following, regardless of who it is directed at:

  • Threats of violence, physical assault, or intimidation;
  • Sexual harassment or unwelcome sexual conduct;
  • Discriminatory language or treatment on the basis of race, colour, ancestry, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other ground protected under the Newfoundland and Labrador Human Rights Act or Applicable Law;
  • Severe or repeated verbal abuse, slurs, or degrading language.

A single serious violation of this section (such as a threat of violence, a discriminatory attack, or sexual harassment) will normally result in immediate, permanent removal from the Platform, and may be reported to police. We take this seriously in both directions: a Customer who abuses a Delivery Partner and a Delivery Partner who abuses a Customer are held to the exact same standard.

2.2 Honesty and Good Faith

Truenorth Hub depends on accurate information flowing between Customers, Merchants, and Delivery Partners. All Users agree to act honestly and in good faith, including:

  • Providing accurate registration, contact, address, menu, and payment information;
  • Reporting problems (missing items, late delivery, safety incidents) honestly and promptly;
  • Not submitting false, exaggerated, or fabricated complaints, reviews, or refund claims;
  • Not attempting to manipulate ratings, refund systems, promotions, or referral programs.

2.3 Zero Tolerance for Platform Abuse and Harassment-as-a-Tactic

We recognize that a small minority of Users may attempt to exploit refund, complaint, or support processes to obtain free food, extract unwarranted compensation, or pressure a Restaurant or Delivery Partner through repeated complaints, threats of negative reviews, or escalating demands. This is a form of platform abuse and is treated as a policy violation in its own right, separate from whether any individual complaint has merit. Indicators we monitor include, without limitation: a pattern of "item missing/never arrived" claims contradicted by Proof of Delivery; requesting a refund and then re-ordering the same items repeatedly; threatening a bad review or public complaint unless a refund, discount, or other concession is provided; and opening disputes on multiple unrelated orders in a short period. Where such a pattern is identified, Truenorth Hub may deny further refund requests without further individualized investigation, restrict the Account to prepaid non-refundable orders, or suspend the Account, in accordance with the Terms and Conditions.

3. Customer Conduct Policy

Standards specific to Customers

3.1 Placing and Receiving Orders

  • Provide a complete, accurate delivery address and any access information (gate codes, buzzer numbers, apartment/unit numbers) needed to complete delivery;
  • Be reasonably available to receive the order at the delivery window shown in-app, or provide clear delivery-drop-off instructions where contactless delivery is permitted;
  • Do not request that a Delivery Partner deviate from the delivery address, wait for an extended period, or perform tasks outside the scope of delivering the order;
  • Do not request that a Delivery Partner enter an unsafe, inaccessible, or private space beyond the agreed delivery point.

3.2 Fair Use of Refunds and Support

Report a genuine problem with your order (missing items, incorrect items, safety issue) promptly and honestly through the in-app support flow, which allows our team to investigate using order records, Proof of Delivery, and communication with the Merchant and Delivery Partner. Refund and credit decisions are made based on the evidence available, not solely on the request itself; see Terms and Conditions Section 5.5. Repeated claims inconsistent with platform evidence, or use of the threat of a chargeback or negative review to pressure a refund outside this process, is a violation of this Policy.

3.3 Respect for Delivery Partners and Restaurant Staff

Delivery Partners and Restaurant staff are not required to tolerate rude, aggressive, or threatening behaviour. Do not contact a Delivery Partner's personal phone number for non-delivery purposes, and do not use in-app messaging to harass, proposition, or demean a Delivery Partner or Restaurant staff member. Violations may result in an immediate account warning, order restrictions, or permanent suspension depending on severity, per Section 2.1.

3.4 Consequences for Customers

Depending on severity and pattern, consequences may include: a warning, temporary restriction to prepaid/non-refundable orders, temporary suspension, or permanent Account termination. Severe violations (threats, discrimination, harassment, confirmed fraud) result in immediate permanent termination without a prior warning.

4. Restaurant / Merchant Conduct Policy

Standards specific to Restaurants and Merchants

4.1 Food Safety and Hygiene

  • Maintain all food service licences, permits, and inspections required by the applicable Newfoundland and Labrador regional health authority, and make them available to Truenorth Hub upon request;
  • Follow safe food handling, storage, and preparation practices at all times;
  • Package food to reasonably preserve temperature, quality, and hygiene during transport;
  • Keep allergen and ingredient information for each menu item accurate and current.

4.2 Menu and Order Accuracy

  • Keep menu items, prices, and availability up to date in real time, including promptly marking sold-out items unavailable;
  • Prepare orders as submitted, including reasonable accommodation of special requests where feasible, or clearly communicate through the Platform where a request cannot be met;
  • Have accepted orders ready at or before the confirmed preparation time to avoid unreasonable wait times for Delivery Partners and Customers.

4.3 Fair Treatment of Delivery Partners

Provide Delivery Partners with a safe, reasonably prompt pickup experience. Excessive, repeated wait times attributable to the Merchant, or disrespectful treatment of Delivery Partners at pickup, is a violation of this Policy and may affect the Merchant's standing on the Platform, independent of any Customer-facing consequence.

4.4 Prohibited Practices

  • Manipulating order-acceptance patterns to selectively reject lower-value or less convenient orders while accepting others, in a way that undermines platform reliability;
  • Encouraging Customers to bypass the Platform for future orders in order to avoid commission, contrary to Terms and Conditions Section 6.8;
  • Submitting false or inflated dispute evidence in response to a Customer complaint or chargeback;
  • Retaliating against a Customer or Delivery Partner (including through order refusal or public comment) because of a legitimate complaint or review.

4.5 Consequences for Restaurants/Merchants

Depending on severity and pattern, consequences may include: a performance notice, temporary deprioritization in search/listings, a required performance improvement period, temporary suspension, or permanent delisting from the Platform, consistent with Terms and Conditions Section 6.6. Confirmed food-safety violations that pose a health risk, or confirmed fraud, may result in immediate suspension pending investigation.

5. Delivery Partner Conduct Policy

Standards specific to Delivery Partners

5.1 Road and Public Safety

  • Obey all traffic laws and posted speed limits at all times, regardless of delivery time estimates;
  • Maintain a roadworthy vehicle, valid licence (where applicable), and required insurance for delivery use;
  • Never perform deliveries while under the influence of alcohol, cannabis, or any impairing substance;
  • Use hands-free technology only, and never engage with the Delivery Partner App in a manner that is unsafe while operating a vehicle.

5.2 Order Integrity

Tampering with, consuming, or removing any part of a Customer's order is strictly prohibited and results in immediate, permanent deactivation and, where appropriate, referral to police. Complete honest, accurate Proof of Delivery for every order, including the required delivery photograph where enabled. Do not mark an order as delivered before it has actually been delivered to the correct address.

5.3 Professional Conduct

  • Treat Customers and Restaurant staff with courtesy and respect at all times;
  • Do not contact a Customer for any purpose unrelated to completing the delivery, and do not save or use a Customer's personal contact information after a delivery is complete;
  • Wear or display any platform identification provided, so Customers can verify who is delivering their order;
  • Do not subcontract, lend, or share your Account or delivery opportunities with any other individual — deliveries must be performed personally by the verified, background-checked Delivery Partner.

5.4 Non-Discrimination in Accepting Deliveries

Delivery Partners retain the discretion to accept or decline any individual delivery opportunity consistent with their independent contractor status. However, a pattern of declining deliveries based on a Customer's or Merchant's neighbourhood, apparent income level, or any characteristic protected under the Newfoundland and Labrador Human Rights Act is a violation of this Policy and may affect access to the Platform.

5.5 Consequences for Delivery Partners

Depending on severity and pattern, consequences may include a warning, temporary deactivation, or permanent deactivation, following the process described in Terms and Conditions Section 7.7. Falsified Proof of Delivery, order tampering, safety violations while impaired, and violence or harassment result in immediate permanent deactivation.

6. Reporting a Concern

Any User can report a concern about another User's conduct through the in-app support/help feature, or by contacting [support@truenorth-hub.com] / [support phone]. Reports involving immediate safety risk should also be directed to local police or emergency services (911) where appropriate; the Platform's support channel is not a substitute for emergency services. We review reports promptly and take enforcement action consistent with this Policy and the Terms and Conditions.

7. How We Investigate and Enforce

When a concern is reported, we review the available platform evidence, which may include order records, Proof of Delivery (photos, GPS, timestamps), in-app messages, and account history, and, where appropriate, seek a response from the User(s) involved. We make enforcement decisions based on the balance of evidence available to us. Except in cases involving an immediate safety risk, suspected fraud, or a criminal allegation, we aim to give the affected User a general explanation of the reason for any suspension or deactivation and a reasonable opportunity to respond before a permanent decision is finalized, consistent with Terms and Conditions Section 7.7.

Truenorth Hub retains sole discretion to determine whether this Policy has been violated and what consequence is appropriate, acting reasonably and in good faith based on the evidence available. Repeated or escalating violations will generally result in escalating consequences, up to and including permanent removal from the Platform.

8. Relationship to Other Agreements

This User Policy should be read together with our Terms and Conditions and Privacy Policy. Capitalized terms not defined in this Policy have the meaning given to them in the Terms and Conditions. We may update this Policy from time to time on the same basis described in the Terms and Conditions, Section 14.2.

9. Contact

Truenorth Hub Corporation