Terms of Service

We are not the seller, and we are not a party to the sale. When you buy on Pigeon, the contract of sale is between you and the person who listed the item. We never own the item, never hold it, and never inspect it. We are not the seller's agent, not the courier, and not an insurer. What we provide is the marketplace, the payment handling, the courier label, and the buyer protection described in section 9 and in our refunds and returns policy.

Because the sale is between the two of you, any claim about the item itself is a claim against the other party, not against us. You release VEEBZ INC. from claims that arise out of a sale between users, except for what these terms say we will do.

To sell you also verify a mobile phone number. We may ask anyone for more: a phone number, proof of address, or identity documents, and Stripe runs its own identity checks before it pays anyone out. If you do not provide what we ask, or it does not check out, we can limit or close the account.

We can refuse service to anyone, and we can decline to open an account, list an item, or complete an order, at our discretion. We do not have to give a reason.

Not allowed, and removed when we find them:

• Counterfeits, replicas, and anything infringing someone's trademark or copyright. A listing may not say the seller is unsure whether an item is genuine.
• Weapons, ammunition, drugs, tobacco, vapes, alcohol, and prescription items
• Recalled goods, car seats, cosmetics that have been opened, and anything with a safety recall outstanding
• Live animals, food, and perishables
• Digital goods, services, tickets, gift cards, and anything that isn't a physical object being shipped
• Stolen property, or anything you don't have the right to sell
• Adult material, hazardous materials, and anything a courier won't legally carry

That list is a guide, not the whole rule. We decide what may be sold on Pigeon and we can remove a listing that is not on it. Listings are screened automatically shortly after they go live, and can be paused for review or removed. Buyers can report a listing; enough independent reports pause it pending a look by a person. A listing we remove for breaking these rules can carry a strike, and a counterfeit or prohibited item that has already sold is refunded to the buyer with nothing paid to the seller. We can require the item to be destroyed rather than returned.

By listing, you promise the buyer and us that:

• you own the item and have the right to sell it
• the photos are yours, of this item, and not edited to hide anything
• the description is accurate and every known flaw is disclosed
• the item is safe, lawful to sell and to ship, and is the item that will arrive

You keep ownership of your photos and text. By posting them you give us a worldwide, royalty-free licence to store, copy, adapt, display and distribute them to run and promote Pigeon, including passing them to the providers that screen, host and deliver for us. The licence lasts as long as the content is on Pigeon, and for records of an order or a case, as long as we keep those records.

If you believe a listing infringes your rights, email support@getpigeon.ca with the listing link, what you own, and how to reach you. We remove infringing listings and close the accounts of repeat infringers.

When you buy, your card is authorized, not charged. The money moves only when the seller hands the parcel to the courier and the courier scans it. If the seller never ships, the authorization is released and you pay nothing.

You can cancel yourself within 1 hour of buying, before the seller has shipped, and again at any time once the seller has missed their deadline to ship. Otherwise cancelling is a conversation with the seller or a case. A seller can cancel a sale before handover; if they do, you are released and they take a strike.

A card authorization can expire if a seller takes the full handover window. When that happens we re-authorize the same card automatically so the order can continue. If that re-authorization is declined, the order is cancelled and both sides are told. We can also delay or cancel any order for risk, fraud, a prohibited item, or a request from Stripe, a courier or the law.

Miss it and the buyer can cancel at any time. If the courier still hasn't scanned it 5 business days after the deadline, we cancel it. Either way a cancelled sale is a strike. Reach 3 strikes and selling is paused on your account for 30 days. A missed door pickup on its own is not a strike; we switch you to a drop-off label.

Ship the item you listed, packed well enough to survive a courier. Use the label we buy. A parcel sent any other way is outside our courier contract and outside buyer protection, and it is at your risk. The photo-match promise on every listing is a commitment you make to the buyer: the thing that arrives is the thing in the photos.

• Sellers receive the sale price: the asking price, or the offer price if you accepted an offer. A $40 sale pays $40 into your balance.
• Buyers pay the price, a $4.99 delivery fee, and a protection fee of 9% + $0.91. Everything is itemised before you pay.
• Booking a door pickup instead of dropping off costs the seller $4.99 for most parcels; larger or heavier ones cost more, quoted before you book. It comes off the payout.
• A return label in a case costs the seller $4.99. A buyer who books a courier pickup for a return pays that pickup, and it comes off the refund.
• Withdrawals to your bank are free.

VEEBZ INC. is currently a GST/HST small supplier, so no tax is charged on Pigeon fees or delivery, and receipts say so. If that changes, tax will be shown on receipts from that point on. We won't apply it retroactively.

We are the supplier of the delivery and protection services and the merchant of record for the payment. The item itself is sold by the seller. Sellers are responsible for their own income tax on what they sell; we do not give tax advice and we are not responsible for your tax reporting.

Payouts run through Stripe Connect. Selling on Pigeon means you also accept the Stripe Connected Account Agreement, including Stripe's identity checks, which you complete before you can withdraw. We don't see or store your bank details. Withdraw any amount of $10 or more; it usually reaches your bank in one or two business days. Stripe can hold, delay or refuse a payout under its own rules, and so can we while a case, a chargeback or an investigation involving you is open. A hold like that lasts as long as the matter does, and at most 90 days, or 180 where Stripe or the law requires.

The CRA requires us to report any seller who makes 30 or more sales, or more than $2,800, in a calendar year. Before you pass that, we ask for your legal name, date of birth, home address and SIN. Until you provide them, a sale that would take you past it can't go through, and listings that would are hidden. If you pass it anyway, we can't pay you out until you provide them. We file what you sold with the CRA by January 31 of the next year and send you the same copy.

Open a case with photos. The seller has 3 business days to respond: refund in full, ask for the item back at their own cost, or disagree. There are no partial refunds. Silence past that deadline refunds the buyer and strikes the seller, unless the case is that the parcel never arrived. A buyer sending an item back keeps it unused and unaltered until it is scanned in, and must hand it over within 5 days, or the case closes and the seller is paid.

If the two of you disagree, we decide. We look at the listing, the photos from both sides, the messages, and the courier record. We decide on what we have, in our own judgment, and we can decide even when one side has sent nothing. Courier tracking is taken as accurate unless someone shows us otherwise. We can decide for either side, in full, including against the person who opened the case. We are not deciding legal claims, only what happens to the money we hold. We may tell you the outcome without the reasons.

Our decision is final on Pigeon. A closed case does not reopen, and neither side may open another case on the same order. By selling on Pigeon you agree that we may refund a buyer from money held for you, and that if we later refund a buyer after you were paid, you owe us that amount and we can take it from your balance, your future payouts, or the payment method on file. None of this stops either of you pursuing whatever rights you have outside Pigeon.

We can limit or refuse protection to anyone who abuses it: a late or incomplete claim, a claim that does not look genuine to us, returning a different item or a used one, opening cases repeatedly, or disputing a charge with a bank after we refunded it. A refund we later find was obtained that way can be taken back, and the account can be closed. The practical version of all this is on the refunds and returns page.

Also not allowed: harassment, discrimination, impersonation, scraping, probing our systems, using Pigeon to launder money, abusing cases or protection, and creating a second account to get around a pause. Accounts we believe are run by the same person can be treated as one.

You can close your own account from Settings once you have no open orders or cases and your balance is withdrawn. For 30 days after that you can sign back in and have it back. After that your personal data is deleted as the privacy policy describes, and any amount you owe us survives. Money in a closed or suspended account that is not tied to a case or an investigation stays yours to withdraw, subject to Stripe's checks.

If you haven't signed in for 28 days we hide your live listings so nobody buys something you may no longer have. Nothing is deleted; reactivate them when you're back.

To the extent the law allows, our total liability to you for anything connected with Pigeon is limited to the greater of the fees you paid us on the order in question and $100 in Canadian dollars, and we aren't liable for indirect or consequential loss. That limit does not apply to our fraud, gross negligence or wilful misconduct, and nothing here limits liability that can't legally be limited. Your rights under Ontario consumer protection law stand regardless of what this page says.

If you use Pigeon for a business, or break these terms, you will cover any loss, claim or cost we face because of it, including reasonable legal fees. This paragraph does not apply to what you do as an ordinary consumer.

You agree to receive notices, receipts and records from us electronically, by email and in-app. Marketing email is separate and only goes to people who opted in; every one carries an unsubscribe link.

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there, and the courts of Ontario have jurisdiction. If you live in another province, the law and courts of your province apply to you as a consumer. If you have a problem with us, write to support@getpigeon.ca first; most things are sorted out that way.

If a part of these terms turns out to be unenforceable, the rest still applies. These terms, the refunds and returns policy and the privacy policy are the whole agreement between you and us about Pigeon. We can assign them to a successor of the business; you can't assign them. Not enforcing something once does not waive it. Sections on money you owe, releases, liability and the law survive the closing of your account. Neither of us is liable for a failure caused by something outside reasonable control, such as a courier strike, an outage at a provider, or a public emergency.