Delivery Standard & Item Care Policy

1. What Truckbud Is — and Is Not

Truckbud is a technology marketplace operated by Trualr Technologies Inc. that connects customers who need large items delivered with independent local drivers. Truckbud does not perform deliveries, does not employ drivers, does not take possession of items at any point, and does not act as a carrier or freight forwarder under any applicable law.

Drivers on the Truckbud platform are independent contractors. They operate their own vehicles, set their own availability, hold their own insurance, and are solely responsible for their conduct during a delivery. Truckbud is not vicariously liable for the independent acts or omissions of any driver.

Truckbud requires drivers to meet defined onboarding and conduct standards as a condition of platform access. Where a driver is found to have breached those standards, Truckbud will take appropriate action against that driver’s account. This Policy describes what Truckbud will do when a customer reports that a standard may not have been met.

2. The Truckbud Driver Standard

Every driver on the Truckbud platform is required, as a condition of platform access, to agree to the following:

• Handle all items with reasonable care during loading, transport, and delivery;
• Not transport items in a manner that a reasonable person would consider unsafe or likely to cause damage;
• Photograph items at the point of pickup (for retail partner-initiated deliveries) to establish a pre-transport condition record;
• Disclose any damage to an item immediately upon discovery and before delivery completion; and
• Cooperate fully with any Truckbud review or investigation into a reported item concern.

Truckbud requires compliance with these standards and enforces them through its platform access controls, driver ratings, and account review processes. Truckbud does not and cannot guarantee that every delivery will be completed without incident. Certain outcomes are outside any driver’s reasonable control, including pre-existing item conditions, inadequate packaging by the customer, and force majeure events.

Where a driver is found, following Truckbud’s internal review, to have breached these standards, Truckbud will take appropriate action up to and including permanent removal from the platform.

3. Item Concern Review — Eligibility

Where a customer reports that an item was damaged during a delivery on the Platform, Truckbud will conduct an internal review to assess whether the Driver Standard in Section 2 was met. This review is conducted for internal quality and accountability purposes only. It is not a concession of liability and does not constitute an acknowledgment that Truckbud or any driver is responsible for the reported damage.

To be eligible for review under this Policy, a report must satisfy all of the following conditions:

• The delivery was booked and paid for through the Truckbud platform;
• The report relates specifically to physical damage to the item(s) transported during the delivery — not to property at the pickup or drop-off location, not to third-party property, and not to any item not listed in the original booking;
• The report is submitted within 48 hours of the recorded delivery completion time — see Section 3.1;
• The customer is in good standing with Truckbud, with no outstanding violations of the Terms of Use or unpaid balances;
• The customer has not previously submitted a report for the same incident; and
• The customer has made a reasonable attempt to resolve the matter with the driver before escalating to Truckbud.

4. What This Policy Does Not Cover

The following are excluded from review under this Policy. Reports relating to any of the matters below will not be reviewed or actioned:

• Pre-existing damage to items prior to pickup, including any damage not documented before the delivery commenced;
• Items that were not adequately packaged, wrapped, or prepared for transport by the customer or seller;
• Damage arising from customer-provided instructions that a reasonable driver would consider contrary to safe handling;
• Damage to property at the pickup or drop-off location — including walls, floors, doorways, elevators, or any fixed structure. Such claims are the personal liability of the driver and are entirely outside the scope of this Policy;
• Water, weather, or environmental damage not directly attributable to driver handling;
• Items prohibited under Truckbud’s Terms of Use;
• Cash, currency, jewellery, negotiable instruments, or securities;
• Animals or live creatures;
• Antiques, fine art, or items whose value is primarily sentimental or subjective rather than determinable by documented replacement cost;
• Irreplaceable documents or items with no determinable monetary value;
• Theft claims without a valid police report number provided at the time of report submission;
• Loss or damage already covered by the customer’s personal insurance (including renters, homeowners, or umbrella policies) — customers must exhaust all applicable personal insurance coverage before submitting a report under this Policy;
• Business interruption, lost income, displacement costs, or any consequential, indirect, or special loss of any kind;
• Damage caused by third-party agents acting on behalf of the customer; and
• Booking cancellations, no-shows, or deliveries not completed through the Platform.

This list is illustrative and not exhaustive. Truckbud reserves the right, at its sole and absolute discretion, to determine that a report falls outside the scope of this Policy. That determination is final.

5. How to Submit a Report

To submit a report under this Policy, contact Truckbud within 48 hours of delivery completion at support@truckbud.ca or 204-813-0950. Your report must include all of the following:

• Your booking reference number;
• Clear photographs of the item clearly showing the damage, taken as soon as the damage was discovered;
• A factual description of what occurred and at what point in the delivery the damage is believed to have occurred;
• Proof of item value (purchase receipt, listing price, or comparable replacement price); and
• For theft claims only: the police report number.

Incomplete submissions will not be processed and do not toll the 48-hour deadline. Truckbud may request additional documentation at any stage of the review. By submitting a report, you agree to:

• Preserve all damaged items in their current condition until the review is complete and closed;
• Provide photographs, videos, receipts, repair estimates, and any other documentation requested by Truckbud;
• Allow Truckbud or its designated representatives to inspect the item or any related evidence; and
• Cooperate fully and promptly with Truckbud’s review process, including responding to any follow-up within the timeframe requested.

6. Truckbud’s Review and Discretionary Resolution

Upon receiving a complete report, Truckbud will acknowledge receipt within one (1) business day and complete its review within ten (10) business days of receiving all required documentation.

Truckbud’s review will assess whether the reported damage is consistent with a breach of the Driver Standard in Section 2, based on available evidence including driver communications, pickup photographs (where available), customer-provided documentation, and the driver’s account of events.

Where Truckbud determines, in its sole and reasonable judgment, that the evidence supports a finding that the driver’s handling likely caused the reported damage, Truckbud may, entirely at its discretion and as a goodwill gesture that does not constitute an admission of liability, offer one of the following resolutions:

• Reimbursement of documented repair costs, up to the lesser of the item’s documented replacement value or CAD $1,000 per booking;
• Partial compensation where the damage is partial or where contributing factors outside the driver’s control are identified; or
• Facilitation of a repair or replacement arranged by Truckbud, where feasible.

The CAD $1,000 limit is a per-booking maximum, applies regardless of the number of items damaged, and does not include consequential or indirect losses of any kind.

Where Truckbud determines that the evidence does not support a finding of driver fault, that the report falls within Section 4’s exclusions, or that the report was submitted outside the 48-hour deadline, Truckbud will communicate its decision to the customer. Truckbud’s decision is final and not subject to appeal.

7. Conditions of Any Resolution

Where Truckbud offers a resolution under Section 6, acceptance is subject to all of the following conditions, which are non-negotiable:

• The customer must execute a Truckbud Resolutions Agreement, which will be provided before any payment or remediation is issued;
• The customer must unconditionally release Truckbud, Trualr Technologies Inc., and their respective directors, officers, employees, agents, and drivers from any and all further claims, demands, losses, or liabilities arising from or related to the incident — including any claim that may arise in the future;
• The customer must keep the existence, terms, and amount of any resolution strictly confidential and may not disclose them to any third party;
• Any funds paid in error or in excess of the agreed resolution amount must be repaid to Truckbud promptly upon demand; and
• By accepting any resolution, the customer irrevocably acknowledges that the resolution constitutes full and final settlement of the report. The matter is thereafter permanently closed and is not eligible for reopening, reconsideration, or any additional compensation of any kind.

8. Driver Accountability

Where Truckbud’s review results in a finding that a driver breached the Driver Standard in Section 2, Truckbud will take appropriate action against that driver’s account, up to and including permanent removal from the platform. Any goodwill resolution provided to the customer under Section 6 may be recovered by Truckbud from the responsible driver in accordance with the Driver Terms of Service.

All Truckbud drivers are background-checked before platform access is granted and are rated by real customers after every delivery. Driver accounts with unresolved or substantiated item reports are subject to suspension and review pending investigation.

For deliveries originating from retail partner locations, drivers are required to photograph items before loading to establish a pre-transport condition record. This record forms part of Truckbud’s review process where a report is submitted.

9. General