Effective date: September 20, 2026
These Terms of Service (the "Terms") govern your access to and use of the websites, applications, and services provided by ParcelHub ("ParcelHub", "we", "us", or "our"), including parcelhub.ca, my.parcelhub.ca, our shipping, printing, and design services, and our retail locations (together, the "Services"). By creating an account or using the Services, you agree to these Terms. If you do not agree, do not use the Services.
1. Your account
You must provide accurate information when creating an account and keep it up to date. You are responsible for all activity under your account and for keeping your credentials secure. You must be at least the age of majority in your province or territory to use the Services. Business accounts and organizations may be subject to review and approval before activation, and we may request supporting documentation.
You must register using your own true identity, and you may hold only one personal account unless we agree otherwise in writing. You must not create an account using another person's name or details, or open a new account to evade a suspension, restriction, or closure.
2. Shipping services
ParcelHub arranges shipping through third-party carriers. When you purchase a label or schedule a pickup, you authorize us to submit your shipment details to the selected carrier. Carrier transit times and delivery estimates are provided in good faith but are not guaranteed. Each shipment is subject to the selected carrier's own terms, tariffs, and prohibited-items rules in addition to these Terms. You are responsible for accurate addresses, weights, dimensions, declared values, and customs information. Carriers check these after a parcel is already in their network, and where what they measure differs from what you declared they bill us the difference. Section 3 sets out what we may recover from you in that situation, and how.
You must not ship items that are prohibited by law or by the selected carrier, including dangerous goods without proper authorization. We may refuse, suspend, or cancel any shipment that we reasonably believe violates these Terms or applicable law.
3. Payments, wallet, adjustments, and refunds
Payments are processed by our third-party payment processors. Wallet balances are prepaid credits redeemable for Services; they are not a bank account and accrue no interest. Unused label purchases may be voided and refunded to your wallet in accordance with the applicable carrier's void window. Promotional credits and discounts have no cash value and may carry additional conditions. Applicable taxes are calculated at checkout.
Authorized payment methods. You may only add or use a payment method that you own or are expressly authorized by the cardholder to use, and you must be entitled to use it for the amounts you charge. Adding a card in another person's name does not by itself establish that authority, and we may ask you to demonstrate it.
How refunds are paid. Where a refund is due, we return it to the original payment method, or to your wallet where these Terms or the applicable carrier's rules provide for that. We do not pay refunds to a different card, account, or person than the one that funded the original payment.
Weight and dimension adjustments. The price you pay at checkout is calculated from the weight, dimensions, and destination you enter. Carriers weigh and measure parcels themselves once they have them, and they charge on what they find, not on what was declared. Where a carrier bills us more than we collected from you — because the parcel was heavier or larger than declared, because it attracted a surcharge your entry didn't show (for example a residential, address-correction, or return-to-sender fee), or for any similar after-the-fact correction — you agree to pay that difference, and you authorize us to collect it.
We charge the difference and nothing else. An adjustment is a pass-through: we charge you the amount the carrier charged us, including the taxes on it, and we add no markup, handling charge, penalty, or administration fee of our own. If a carrier bills us less than we collected, the difference goes back to you the same way. We will not use this section to charge you for anything other than an amount a carrier has actually billed us on your shipment.
How we tell you, and how to dispute it. We notify you of every adjustment charge and show it in your billing history with the carrier's own reference for it, so you can check it against the carrier's record. If you think an adjustment is wrong, tell us within 60 days of the charge at [email protected]. We will review it against the carrier's measurement and documentation, and refund it — in full if the carrier withdraws it or we cannot substantiate it, and to the corrected amount if the carrier reduces it. Disputing an adjustment does not affect your account.
Keeping a payment method on file for adjustments. Because a carrier can raise an adjustment days or weeks after a parcel has moved, we keep the payment method that funded a shipment on file after that shipment, and removing a card from your account does not by itself end our ability to charge it for an adjustment on shipping it has already paid for. Removing a card takes it out of your account immediately: it stops appearing to you, it is no longer offered to you anywhere, and it cannot be used for new purchases, top-ups, subscriptions, or anything else. The single thing it remains available for is settling an adjustment on shipping you have already bought, on the terms above — never for a new charge of any other kind.
We keep a removed payment method for this purpose for 24 months from the day you remove it — comfortably longer than any carrier's window for raising an adjustment — and then we delete it and instruct our payment processor to do the same, after which it cannot be charged at all. We do not hold your full card number at any point: our payment processor holds the card and gives us a token that only works for your account with us. After deletion we keep only the card's brand, last four digits, and the processor's fingerprint for it, which we use to detect the same card being used across accounts and cannot use to take payment. Our Privacy Policy describes this in more detail, and you can ask us at any time what we still hold and why.
Where we take it from. We recover an adjustment either from your wallet balance or by charging the payment method that paid for the shipment, and the notice we send you says which. If a charge is declined, we will contact you to arrange payment rather than repeatedly retrying the card, and we may bill the amount to your account as an unpaid balance. Nothing in this section allows us to charge a payment method belonging to someone who is not responsible for the shipment.
4. Fraud prevention, account review, and holds
We screen accounts, payment methods, and transactions for fraud, unauthorized card use, money laundering, and other unlawful or abusive activity. This screening uses information described in our Privacy Policy, including payment-method details supplied by our payment processors and signals that indicate the same card or device being used across multiple accounts.
Where we reasonably suspect fraud, unauthorized use of a payment method, or a breach of these Terms, we may take any of the following steps, for as long as reasonably necessary to investigate and resolve the matter:
- decline, delay, reverse, or refuse to process a payment or top-up;
- place a hold on some or all of a wallet balance, so that it cannot be spent or withdrawn while the review is open;
- restrict, suspend, or close the account, and cancel or refuse pending or future shipments;
- require identity verification or evidence of authority to use a payment method before the account is reinstated;
- report the matter to our payment processors, the issuing financial institution, the affected cardholder, or law enforcement.
Funds connected to unauthorized payments. Where we reasonably believe that funds in an account were paid using a payment method that was compromised, stolen, or used without the cardholder's authority, those funds do not belong to the account holder. We will not release them to the account holder, and we will not refund them to the payment method used, as doing so may place the money beyond the reach of its rightful owner. Instead we hold the funds and deal with them as directed by the issuing financial institution, the rightful owner, a chargeback or dispute process, or applicable law. If the account holder demonstrates that the payment was authorized, we release the hold.
A hold is temporary. We place a hold only for as long as is reasonably necessary to complete our review and resolve the matter, and we do not treat held funds as our own revenue. We will tell you when a hold is placed and tell you the outcome when the review closes, unless doing so would compromise an investigation or we are prohibited from telling you by law. If you show us that the payment was authorized, or the review otherwise clears, we release the hold and the funds are available to you again. Some reviews depend on third parties — a bank's dispute or chargeback process, or a law-enforcement request — and in those cases the hold lasts until that process concludes.
Nothing in this section limits any right you have under applicable Canadian consumer protection legislation, or affects a cardholder's right to dispute a charge with their own bank.
5. Printing and design services
For print orders, you are responsible for the content and quality of the artwork you submit and confirm you hold the necessary rights to it. Colour reproduction may vary within commercially reasonable tolerances. Custom-manufactured products cannot be cancelled once production begins and are non-refundable except where defective.
6. Text message (SMS) notifications
ParcelHub offers an optional SMS notification program that sends automated shipment status updates (for example: ready for pickup, in transit, delivery exception, delivered) to a mobile number you provide and verify.
- Opt-in. You enrol by adding your mobile number in your account settings, confirming a verification code we text to you, and turning on the update types you want. Consent to receive SMS is not a condition of any purchase.
- Message frequency varies with your shipping activity.
- Message and data rates may apply according to your mobile plan.
- Opt-out. Reply STOP to any message to unsubscribe at any time, or remove your number / turn off the toggles in your account settings. Reply HELP for help, or contact [email protected].
- Carriers are not liable for delayed or undelivered messages. Delivery of SMS depends on your mobile carrier and network conditions.
Our Privacy Policy describes how we handle your phone number and SMS consent. No mobile information is shared with third parties or affiliates for marketing or promotional purposes.
7. Acceptable use
You agree not to misuse the Services, including by interfering with their operation, accessing them by automated means without permission, attempting to access other users' data, or using the Services to violate any law or third-party right.
You also agree not to:
- use a credit card, debit card, or other payment method that you do not own or are not authorized to use, or test payment methods to find out whether they will be accepted;
- provide false, misleading, or another person's identity, contact, or billing information;
- use the Services to convert funds obtained through unauthorized or unlawful means into credit, goods, shipping, or a refund; or
- open or operate more than one account, or use another person's account, to evade a suspension, restriction, limit, or investigation.
8. Intellectual property
The Services, including their software, design, and content (other than content you submit), are owned by ParcelHub or its licensors. You retain ownership of content you submit and grant us a limited licence to use it solely to provide the Services.
9. Disclaimers and limitation of liability
The Services are provided "as is" and "as available". To the maximum extent permitted by law, ParcelHub disclaims all warranties, express or implied, and our total liability for any claim arising out of or relating to the Services is limited to the amount you paid to ParcelHub for the transaction giving rise to the claim. Carrier liability for loss or damage to a shipment is governed by the carrier's terms and any declared-value coverage purchased. Nothing in these Terms limits liability that cannot be limited under applicable law, including under Canadian consumer protection legislation.
10. Suspension and termination
You may close your account at any time. We may suspend, restrict, or terminate access to the Services, immediately and without prior notice where the circumstances reasonably require it, if we believe on reasonable grounds that you have breached these Terms, that your account or a payment method on it has been used fraudulently or without authority, that continuing to provide the Services would expose us, a carrier, a cardholder, or another user to legal or financial risk, or where we are required to do so by law or by a payment processor, carrier, or regulator.
On suspension, open sessions may be ended and pending shipments cancelled. Section 4 governs what happens to any wallet balance. Where a balance is not subject to a hold under Section 4 and no amounts are owing to us, we return it to you on request using the original payment method. We may decline to reinstate an account closed for fraud or unauthorized payment use, and may decline to provide the Services to you again.
Sections that by their nature should survive termination (including payment obligations, Section 4, disclaimers, and limitations of liability) survive.
11. Changes to these Terms
We may update, add to, or replace these Terms at any time and at our discretion, including to reflect changes to the Services, our carriers or payment processors, our fraud and security controls, or applicable law. The current version is always posted at parcelhub.ca/terms and takes effect on the effective date shown at the top of the page.
Where a change is material, we will give you at least 30 days' notice before it takes effect, by email or through the Services. The notice will set out the new clause, the clause it replaces, and the date the change takes effect. If you do not accept a material change, you may close your account at no cost by telling us before that date, and the change will not apply to you. Continued use of the Services after a material change takes effect constitutes acceptance of it.
Changes we must make immediately to comply with the law, or to address a security, fraud, or risk issue, may take effect as soon as they are posted; we will tell you as soon as we reasonably can. We may also change or discontinue any part of the Services, including pricing, on reasonable notice — a price change never applies to a purchase you have already made. We will not unilaterally change an essential element of our agreement with you, such as the nature of the Services or the price of a purchase already made.
Our Privacy Policy may be updated on the same basis, as described in that policy.
12. Your local rights
These Terms are written to apply wherever you live. Consumer protection laws differ from place to place, and some of them give you rights that a contract cannot take away. Where a mandatory law that applies to you gives you greater rights than these Terms, or makes a term of these Terms unenforceable, that law prevails over these Terms to the extent of the difference, and the rest of these Terms continue to apply. Nothing here is intended to limit a right you cannot lawfully be asked to give up.
Residents of Quebec. If you reside in Quebec, the following apply and prevail over anything to the contrary in these Terms: you may bring proceedings in the district where you are domiciled; the notice and cancellation rights in Section 11 apply to every material change we make; and nothing in Section 9 limits our liability for damage caused by our own fault where the Consumer Protection Act does not permit that limit. A French-language version of these Terms is available on request at [email protected].
13. Governing law
These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict-of-law rules. The courts of British Columbia have jurisdiction over any dispute, except where a mandatory consumer protection law that applies to you gives you the right to bring proceedings in the province or territory where you live, or requires that the law of your own jurisdiction apply — in which case that right prevails and Section 12 governs.
14. Contact
Questions about these Terms? Contact us at [email protected].