Legal
Terms of Service
These Terms of Service ("Terms") are an agreement between you and Thetripman Inc., doing business as TRVOO ("TRVOO", "we", "us"), and govern your use of the TRVOO mobile and web applications, website and related services (the "Platform"). By creating an account or using the Platform you accept these Terms and our Privacy Policy. If you do not agree, do not use the Platform.
1. What TRVOO is
TRVOO is a technology platform that connects people who need a ride ("Riders") with independent drivers who provide transportation using their own vehicles ("Drivers"). TRVOO does not itself provide transportation and is not a carrier. Drivers are independent contractors, not employees, agents or partners of TRVOO, and each trip is a contract between the Rider and the Driver. Some ride types (for example Party and Experience rides) are offered with partner venues or operators; where that is the case we tell you before you book.
2. Eligibility & accounts
- You must be at least 18 years old and able to enter a binding contract. Minors may ride only when accompanied by an adult account holder.
- You must provide accurate information and keep it current. One account per person; you are responsible for everything done with your account and must keep login codes and devices secure.
- Available login methods may include a one-time code sent to your email or phone, or Sign in with Google. Tell us immediately at support@trvoo.com if you suspect unauthorised use.
- We may refuse, suspend or close accounts that violate these Terms or present a safety, fraud or legal risk.
3. Riders: fares, payments & cancellations
Fares
Before you confirm a request, the app shows the ride type and an upfront fare or fare estimate, including any surge multiplier in effect. The final fare may differ if you change the destination, add stops, or the trip takes materially longer for reasons outside the Driver's control. Tolls, airport fees and applicable taxes are added where they apply. You may add a tip during or within a short window after the trip; 100% of tips go to the Driver.
Payment
You must keep a valid payment method on file. Payments are processed by Stripe; by adding a card you also agree to Stripe's consumer terms. We charge your payment method after the trip is completed and the tip window closes. If a charge fails we retry over the following days and may suspend your ability to book until the balance is settled.
Cancellations, no-shows and waiting
- You may cancel free of charge within the free-cancellation window shown in the app after requesting a ride.
- Cancelling after that window, or after a Driver has been matched or is en route, incurs the cancellation fee shown in the app, which compensates the Driver's time.
- No cancellation fee applies if the Driver is running more than 3 minutes late against the promised arrival time, or if the Driver cancels.
- If you do not appear within 5 minutes of the Driver arriving at the pickup point (10 minutes for wheelchair-accessible rides), the Driver may mark a no-show, the trip is cancelled and a $10 no-show fee is charged.
Refunds and disputes
If something went wrong with a trip, request a review in the app or by email within 30 days of the trip. Trips whose route deviates significantly from the expected route are flagged automatically for review. Refunds are issued to the original payment method or as ride credit. Safety concerns are prioritised and reviewed within 24 hours.
Damage and cleaning
You are responsible for damage you or your guests cause to a Driver's vehicle beyond normal wear, and for cleaning fees where a vehicle is soiled. We may charge a documented, reasonable fee to your payment method.
4. Drivers
Requirements
To drive with TRVOO you must hold a valid driver's licence and any municipal or provincial licence required to provide ride-hail services where you operate, maintain vehicle registration and insurance that covers commercial ride-hail use, pass a background and driving-record check, meet our vehicle standards, and complete any required onboarding or training. You must keep these current and upload renewals before expiry; we may suspend your account when a document lapses.
Independent contractor
You provide transportation as an independent business. You decide when and whether to go online and which trips to accept, provide your own vehicle and equipment, and are responsible for your own taxes, licences, insurance and expenses. Nothing in these Terms creates an employment, agency, partnership or joint-venture relationship.
Earnings and payouts
- For each completed trip you earn the fare less TRVOO's service fee (the commission rate shown in your driver dashboard), plus 100% of tips.
- Payouts are made weekly for the previous Monday–Sunday period to the payout account you set up through our payout provider (Stripe Connect). Completing the provider's identity verification is required before your first payout; by onboarding you also agree to the Stripe Connected Account Agreement.
- We may withhold or reverse amounts for refunds, chargebacks, fees you owe, or trips found to be fraudulent.
- We issue the earnings statements and tax documents required by law. You are responsible for remitting any sales tax (GST/HST) you are required to collect.
Conduct on trips
Follow the app's route unless the Rider asks otherwise or safety requires a change; comply with traffic law; never drive impaired or while using a handheld device; accept service animals and mobility devices; and treat Riders with respect. Repeated cancellations after accepting a trip reduce your acceptance rate and may lead to suspension.
5. SMS program terms
Program: TRVOO account and trip notifications. Description: Where an SMS option is available, by providing your mobile number and affirmatively agreeing in the app, you consent to receive recurring automated text messages from TRVOO containing verification codes, pickup and drop-off alerts, and trip updates. Consent to receive texts is not a condition of purchasing any ride, and you may register or use TRVOO through the available non-SMS options.
- Message frequency varies with your account activity.
- Standard message and data rates may apply. Check with your mobile carrier.
- Opt out: reply STOP to any message to unsubscribe. You will receive one confirmation message and no further texts. You can re-enable SMS in the app.
- Help: reply HELP to any message, or email support@trvoo.com.
- Carriers are not liable for delayed or undelivered messages.
- See how we handle your number in our Privacy Policy. Mobile information is never shared with third parties for marketing purposes.
6. In-trip video
Riders may opt in to record their own trips. When a recording is planned, the Driver and any co-riders are notified in the app before the trip starts and may decline, in which case the trip is not recorded. Recordings belong to the Rider who requested them; you may not publish a recording that shows another person's face or licence plate without their consent, and you must comply with the law of the place where the trip occurs. Drivers may operate their own dash cameras where local law permits, and must disclose them in their profile. TRVOO may review recordings only for a safety, fraud or legal investigation.
7. Acceptable use
You agree not to: harass, threaten or discriminate against anyone; bring weapons, illegal substances or open alcohol into a vehicle; damage property; request a trip for an unaccompanied minor; use the Platform for anything unlawful; create fake accounts, manipulate ratings, fares, promotions or payouts; scrape, reverse-engineer, interfere with or overload the Platform; or use another person's account. Riders and Drivers rate each other after each trip; consistently low ratings, credible complaints or a single serious incident may result in suspension or removal.
8. Content & intellectual property
The Platform, its software, design, logos and content are owned by TRVOO or its licensors and protected by intellectual-property law. We grant you a limited, revocable, non-transferable licence to use the app for its intended purpose. Content you submit (profile photos, ratings, comments, recordings you choose to share) remains yours; you grant us a licence to host, display and use it to operate and promote the Platform, and you confirm you have the right to share it. Map data is provided by Google Maps and subject to Google's terms.
9. Disclaimers & limitation of liability
The Platform is provided "as is". We do not guarantee that a Driver will be available, that estimated times or fares are exact, or that the Platform will be uninterrupted or error-free. TRVOO is not a party to the transportation contract and, to the maximum extent permitted by law, is not liable for the acts or omissions of Drivers, Riders or partner venues. Drivers' commercial insurance responds to accidents during trips in accordance with its terms and provincial law.
To the maximum extent permitted by law, TRVOO's total liability to you for all claims arising from the Platform in any 12-month period will not exceed the greater of $100 CAD and the fees you paid to TRVOO in that period, and TRVOO will not be liable for indirect, incidental, consequential or punitive damages or lost profits. Nothing in these Terms limits liability that cannot be limited by law, including for death, personal injury caused by negligence, or fraud. Consumer-protection rights in your province that cannot be waived are unaffected.
10. Disputes & governing law
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable there. Contact us first — most issues are resolved by support within a few days. If we cannot resolve a dispute informally within 30 days, either of us may bring it before the courts of Ontario, which have exclusive jurisdiction, except that you may bring a claim in the small-claims court of your province and either of us may seek injunctive relief anywhere. Any claim must be brought within one year after it arises, where the law allows such a limit.
11. Suspension & termination
You may close your account at any time in settings or by emailing us; outstanding fares, fees or payouts are settled first. We may suspend or terminate your access immediately for a breach of these Terms, a safety or fraud concern, a lapsed licence or document, or a legal requirement, and otherwise on 30 days' notice. Sections 3 (amounts owed), 8, 9, 10 and any other terms that by their nature should survive continue after termination.
12. Changes to these Terms
We may update these Terms. Material changes are published here with a new version number and effective date, and the app asks you to accept them the next time you sign in. If you do not accept, you may stop using the Platform; continued use after the effective date means you accept the new Terms.
13. Contact
TRVOO
Support: support@trvoo.com
General: info@trvoo.com
Legal Entity Name: Thetripman Inc.
Mailing Address: 37 Hyde Park Dr, Richmond Hill, ON L4B 1V2, Canada