Terms of service

Last updated: 2026-10-24

These terms apply to every delivery booked on velocedirect.ca with Véloce Direct, doing business as Veloce Direct (“we”). By booking, you (“the customer”) accept them.

1. The service

We offer urgent door-to-door delivery by a dedicated vehicle between the Ottawa–Gatineau area and an address 50 to 600 km away by road, in Québec or Ontario. Your shipment stays in the same vehicle from pickup to delivery.

The pickup and delivery times shown are estimates. Traffic, weather, road conditions and other circumstances beyond our control may delay them.

2. Booking

You book online by giving the addresses, the people to contact and a description of the shipment. The delivery is confirmed when a driver accepts it. We may refuse a booking, in particular if no driver is available or if the shipment does not meet these terms.

3. Prices and payment

The full price is shown before you book. It includes a pickup fee and a rate per kilometre set by the length of the trip, plus, where applicable, the after-hours (nights, weekends and public holidays), severe weather and live animal surcharges. Applicable taxes are added when required by law.

Card payment: the amount is authorized (held) on your card when you book, then charged when a driver accepts. If no driver is found, the hold is released and you pay nothing. Payments are processed by Stripe; we never see or keep your card number.

Invoiced customers: approved businesses receive an invoice payable within the period shown on it.

4. Your responsibilities

• Give accurate addresses and the details of people who can be reached at pickup and delivery.
• Describe the shipment correctly (type, number of boxes, weight and dimensions).
• Pack the shipment so that it is protected during transport. We do not open parcels.
• Make sure someone hands the shipment to the driver at the planned time.
• Make sure the shipment is legal to transport and is not a prohibited item.

5. Prohibited items

We do not carry:

• dangerous goods (explosives, flammable products, gases, corrosive or toxic products, damaged batteries, etc.);
• weapons, ammunition and weapon parts;
• illegal drugs and cannabis;
• cash, negotiable instruments, precious metals, jewellery and valuable works of art;
• goods that need refrigeration, human remains and organs;
• pallets and any item over the maximum size or weight shown when booking.

If a prohibited item is handed to us, we may refuse to carry it or return it at your expense.

6. Live animals

The animal must travel in a cage or carrier you supply, closed and suited to its size and to the length of the trip. You confirm that it is fit to travel. We carry it in a calm, climate-controlled car and always hand it to a person; it is never left unattended. We are not responsible for stress, illness or death of the animal that is not caused by our fault.

7. Pickup, delivery and proof

At pickup, the driver photographs the shipment and records the name of the person who hands it over.

At delivery, the recipient’s signature is required by default: the driver hands the shipment to a person, who signs on the driver’s phone, and photographs it. If you allowed it when booking, the driver may leave the shipment without a signature in a reasonably safe place and photograph it with the address visible; our responsibility ends once the shipment is left.

The photos, the name and signature, the time and the vehicle’s GPS position are the proof of pickup and delivery. You can see them on your delivery page for 365 days.

8. If nobody is there

If nobody can hand over or receive the shipment, the driver waits up to 15 minutes and tries to reach the person given, then the customer. Following your instructions, we can:

• deliver again later, at the price of a new delivery;
• deliver to another address, the extra kilometres being billed at the same rate per kilometre;
• return the shipment to the sender, the return trip being billed at the same rate per kilometre.

Without instructions within a reasonable time, the shipment is returned to the pickup address at your expense. A shipment that cannot be returned is kept for up to 30 days, after which we may dispose of it as permitted by law. A shipment that requires a signature is never left unattended.

9. Cancellation

• Before a driver accepts: free cancellation; the hold on your card is released.
• After a driver accepts and before pickup: the base pickup fee is non-refundable, as are the kilometres already driven by the driver if the pickup is outside Ottawa–Gatineau; the rest is refunded.
• After pickup: the delivery can no longer be cancelled by the customer.

We may cancel a delivery for safety reasons, dangerous weather or a vehicle breakdown; you are then refunded in full for any part of the service not provided.

10. Liability

We are responsible for loss of or damage to the shipment between pickup and delivery when caused by our fault. Unless a higher value was declared in writing and accepted by us before pickup, our liability is limited to the lesser of the actual value of the shipment and $4.41 per kilogram, with a minimum of $100 per delivery.

We are not responsible for:

• indirect damages (lost profits, lost business, penalties, etc.);
• damage to the contents of a parcel whose packaging is not damaged, or caused by insufficient packaging;
• prohibited or incorrectly described items;
• a shipment left without signature at your request, once left;
• delays or losses caused by force majeure (extreme weather, road closures, accidents we are not responsible for, etc.).

For a delay caused by our fault, our liability is limited to the price paid for the delivery.

Nothing in these terms limits the rights given to a consumer by Québec’s Consumer Protection Act or any other law.

11. Claims

Report any visible damage to the driver at delivery. Any claim must be sent to us in writing at info@velocedirect.ca within 60 days of delivery (or of the planned delivery date, for a lost shipment), with photos and proof of value.

12. Account and login

You log in with a link or a code sent to your email address. You are responsible for access to your mailbox and for bookings made from your account.

13. Personal information

We handle your personal information, and that of the people you give us, according to our privacy policy: https://velocedirect.ca/en/privacy-policy. You confirm that you are allowed to give us the names and phone numbers of the people to contact at pickup and delivery.

14. Changes

We may change these terms. The version in force when you book applies to that delivery.

15. Governing law

These terms are governed by the laws of Québec and the laws of Canada that apply there. Any dispute falls under the courts of Québec sitting in Gatineau, subject to a consumer’s right to go to the court where they live.

The French version of these terms is the original; this English version is provided for convenience.

16. Contact us

Véloce Direct (Veloce Direct), Ottawa/Gatineau. Email: info@velocedirect.ca. Phone: .