Damage Protection Policy

1. What Truckbud Is and Is Not

Truckbud is a technology platform operated by Trualr Technologies Inc. that connects customers who need large items delivered with independent local drivers who provide delivery services. 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, 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 does, however, set and enforce qualification standards that all drivers must meet before accessing the platform, and holds drivers accountable to defined conduct and handling standards. This Policy describes those standards and what Truckbud will do when a customer reports that a standard was not met.

2. The Truckbud Delivery Standard

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

• 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 condition record before transport;
• 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.

This standard is what Truckbud guarantees: that every driver accepted onto the platform has agreed to these obligations, and that Truckbud will take action — up to and including permanent removal from the platform — against any driver found to have breached them.

Truckbud does not guarantee that items will arrive without damage in all circumstances. Certain outcomes are outside any driver’s reasonable control, including pre-existing item conditions, improper packaging by the customer, and circumstances of force majeure. This Policy addresses what Truckbud will do when damage is reported and where a driver’s handling may be at issue.

3. Item Concern Review Process

If a customer reports that an item was damaged during a delivery arranged through the Truckbud platform, Truckbud will review the report in accordance with this Policy. Truckbud’s review is for the purpose of determining whether the Truckbud Delivery Standard was met — 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 considered under this Policy, a report must meet 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;
• The customer is in good standing with Truckbud, with no outstanding violations of the Terms of Use or unpaid balances;
• The customer has not submitted a prior report for the same incident; and
• The customer has made a reasonable effort to first seek resolution with the driver directly.

Reports submitted outside of 48 hours, or that relate to excluded matters listed in Section 4, will not be reviewed under this Policy.

4. What This Policy Does Not Cover

This Policy does not cover losses arising from or related to:

• Pre-existing damage to items prior to pickup;
• Items not properly prepared, packaged, or wrapped for transport;
• Water damage, flooding, or weather-related damage;
• Operation of motor vehicles, bicycles, or watercraft;
• Intellectual property, electronic data, or digital assets;
• Cash, currency, jewellery, or securities;
• Animals or live creatures;
• Antiques, fine art, or items of rare or sentimental value beyond their documented replacement cost;
• Irreplaceable documents or items with no determinable monetary value;
• Property damage to shared or common areas at pickup or drop-off locations;
• Damage exceeding the item’s replacement value (minus applicable depreciation);
• Theft claims without a valid police report;
• Booking cancellations or no-shows;
• Hazardous materials, pollutants, or biological risks (e.g., mould, bacteria);
• Displacement costs (e.g., temporary accommodation, storage fees);
• Business interruption or lost income;
• Damage arising from customer-provided instructions contrary to best practices;
• Items prohibited under Truckbud’s Terms of Use;
• Damages arising from third-party agents acting on behalf of the customer; and
• Losses already covered by the customer’s personal insurance (e.g., renters, homeowners, or umbrella policies) — customers must first seek compensation from applicable insurance sources before submitting a report under this Policy.

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

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, and include:

• Your booking reference number;
• Clear photographs of the item showing the damage, taken as soon as the damage was discovered;
• A brief factual description of what occurred, including the point in the delivery at which damage is believed to have occurred; and
• For theft claims: the police report number.

Incomplete submissions will not be processed. Truckbud may request additional documentation at any stage of the review.

By submitting a report, the customer agrees to:

• Preserve all damaged items in their current condition until the review is complete;
• Provide photographs, videos, receipts, repair estimates, and proof of ownership or purchase price upon request;
• Allow Truckbud or its designated representatives to inspect the item or related evidence;
• Accept repairs or remediation arranged by Truckbud where feasible, in lieu of monetary compensation; and
• Cooperate fully with Truckbud’s review, including any follow-up questions or requests for information.

6. How Truckbud Reviews and Resolves Reports

Upon receiving a report, Truckbud will review the submission, gather information from the relevant driver, and respond within 2 business days. Truckbud’s review is an internal assessment and does not constitute an admission of liability by Truckbud or any driver.

Truckbud will assess whether the reported damage is consistent with a failure to meet the Truckbud Delivery Standard. Factors considered include the driver’s handling record, any condition photographs taken at pickup, the nature of the item and its packaging, and any other information made available during the review.

Where Truckbud determines that a driver’s handling was likely at issue, Truckbud may, at its sole discretion, offer one of the following resolutions:

• Repair cost reimbursement, up to the reasonable cost of restoring the item to its pre-delivery condition;
• Partial compensation, reflecting the degree to which Truckbud determines the driver’s handling contributed to the damage; or
• Full replacement value compensation, up to a maximum of CAD $1,000 per booking, less applicable depreciation.

The CAD $1,000 per-booking limit applies regardless of the number of items in the delivery, the number of reports submitted, or the aggregate value of damage claimed. Truckbud will not issue any payment that exceeds the documented replacement cost of the item.

Truckbud reserves the right to deny any report, in whole or in part, where the evidence does not support a finding that the Truckbud Delivery Standard was breached, or where the reported damage falls within the exclusions listed in Section 4.

7. Conditions of Any Resolution

Where Truckbud offers a resolution under this Policy, acceptance is conditional on the customer agreeing to:

• Release Truckbud and its affiliates, officers, directors, employees, and drivers from any further liability related to the incident;
• Keep the terms and amount of any resolution confidential;
• Repay any funds paid in error or in excess of the agreed resolution amount;
• Sign a Truckbud Resolutions Agreement upon request, which may be required before any payment is issued; and
• Acknowledge that the resolution represents full and final settlement of the report — the matter is thereafter closed and not eligible for reopening, reconsideration, or additional compensation.

8. Driver Accountability

Every Truckbud driver is background-checked before joining the platform. Drivers are rated by real customers after every delivery and their performance is actively monitored. Drivers with unresolved item concern reports on record are reviewed and, where appropriate, removed from the platform.

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

9. General