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Last updated: 12 November 2026 · Version 2026-11-12-qc1
These terms apply to everyone who uses Kolis in Quebec: customer, recipient, self-employed courier or merchant. They are written in French, the reference language; an equivalent English version is provided.
Kolis (kolis.delivery) is a parcel delivery platform. It connects customers with self-employed couriers.
Operator: Kapeje Solutions Inc.
Quebec enterprise number (NEQ) or other registration: 1182775438.
Contact: support@kolis.delivery (help), privacy@kolis.delivery (personal information), legal@kolis.delivery (legal questions).
Kolis acts as an intermediary: it provides the matching tool, tracking, payment and support. Unless the app says otherwise, the courier, not Kolis, carries out the transport.
Kolis Eat (meal ordering, eat.kolis.delivery) is a separate service with its own terms.
You must be 18 or older, or of the age of majority where you live, to create an account. Kolis is not intended for minors.
The information you give must be accurate. Keep your access private.
Tracking links and delivery codes are personal. Share them only with people involved in the delivery.
You are responsible for what is done with your account, unless you tell us without delay about unauthorised use.
By creating an account, you accept these terms and acknowledge that you have read the privacy policy. We keep the version you accepted and the date of your acceptance.
In line with the Charter of the French language, Kolis is offered in French in Quebec, including the terms, the ordering process, receipts and support. An equivalent English version is available; in case of discrepancy, the French version prevails.
You can ask to be served in French or in English at any time.
Before you confirm, the app shows the total price you will pay, in Canadian dollars, including mandatory fees and applicable taxes (GST and QST). No other mandatory amount is added after confirmation.
The tax breakdown appears on the receipt. The price depends on distance, parcel and chosen service level; the rates in force are those shown when you order.
The order is concluded when you confirm it and Kolis or a courier accepts it. You receive a confirmation.
Card payments are processed by Stripe, our payment provider. Kolis does not keep your card numbers: they stay with Stripe, which applies its own terms.
The amount is authorised or charged when you confirm the order, as the app indicates.
Cash payments are not accepted, unless the app says otherwise.
Payments to couriers are made under the app's rules.
You can cancel from the app or the tracking link until the courier has picked up the parcel.
If no courier has been assigned yet, cancellation is free.
After assignment, cancellation fees may apply; they are shown before you cancel.
If Kolis cannot find a courier, or the delivery fails because of us, you are refunded in full, to the payment method used.
Refunds are issued to the original payment method; how soon they appear depends on your financial institution.
For a dispute (late, lost or damaged parcel, contested delivery), write to support from the app within the time limits given in the liability section. We review the evidence from both sides and reply within a reasonable time.
These rules are in addition to the rights the law gives you as a consumer; they do not limit them.
Kolis offers service levels (for example standard and express). Times shown are estimates, unless the chosen service level contains a written commitment.
A delay may come from traffic, weather, a parcel or address that was badly described, or an absent recipient.
In case of a significant delay, contact support. Depending on the service level and the cause, a goodwill gesture or partial refund may be granted.
You must never send:
Size and weight limits are those shown in the app for each service level. A parcel outside the limits may be refused.
The courier may refuse a suspicious parcel or ask to see it opened in your presence. Kolis may report any illegal shipment to the authorities.
If you send a prohibited or wrongly declared parcel, you are responsible for the resulting damage.
The recipient receives a tracking link and a code. They should give the code to the courier only when the parcel is handed over.
The code confirms handover. If the code is given to someone else, the handover is treated as done.
The recipient can follow the delivery, report a problem and rate the delivery without creating an account.
The recipient is not a party to the payment. The customer remains responsible for the order.
Couriers act as self-employed workers. They choose when and which deliveries to accept, and use their own means of transport.
They must provide accurate information, a verified file (identity, driving licence, insurance and registration depending on the vehicle) and follow the law and the Highway Safety Code.
They must look after the parcel, respect the delivery code, never open the parcel and never use a customer's details outside the delivery.
Amounts (commission, fees, payouts) are in the app's rate grid. Each courier is responsible for their own tax filings.
Kolis may check the courier's file at sign-up and afterwards, and suspend access in case of breach.
The merchant orders deliveries for its own customers. It is responsible for the legality of the goods, the accuracy of addresses and the information given to its customers.
It keeps its API keys secret and remains responsible for requests made with them. It follows the documentation and usage limits.
It tells its customers that their delivery data is passed to Kolis, and it has a legal basis to do so.
API fees, plans and payouts follow the merchant's rate grid. Kolis may suspend a key in case of abuse or risk.
Notifications (webhooks) are sent on a best-effort basis: the merchant must handle failures and duplicates.
If a parcel is lost, stolen or damaged during delivery, report it in the app or through the tracking link, with photos if possible, within the time limit shown in the app.
Insurance: motorised couriers must hold valid motor insurance, with an endorsement covering use of the vehicle for delivery. The customer may declare the parcel's value; any coverage offered by Kolis, its limits and exclusions are described in the app, by service level.
Kolis answers for its own faults and for the obligations that fall to it as an intermediary. Couriers answer for their acts in carrying out the delivery.
Nothing in these terms excludes or limits a liability that cannot be excluded or limited by law, in particular towards a consumer, nor gross or intentional fault.
Kolis is not responsible for delays or failures caused by force majeure, by inaccurate information given by the user or by a prohibited parcel.
After a delivery, the customer and recipient can rate the courier and the service. The courier can also report a problem with a delivery.
Reviews must be honest, polite and based on a real delivery. Insults, discriminatory remarks, personal data and fake reviews are forbidden.
Kolis may moderate, hide or remove a review that does not follow these rules. A rating can be challenged with support.
Ratings are used to improve the service and to decide couriers' access to the platform.
You can close your account at any time from the app or by writing to support. Ongoing deliveries finish under the usual rules.
Kolis may suspend or close an account in case of fraud, a prohibited parcel, a serious or repeated breach of these terms, or abusive use, with a reasoned notice where possible.
On closure, your personal information is destroyed or anonymised under the privacy policy, subject to legal retention obligations.
We may change these terms, for example to follow the law or changes to the service. The version in force and its date appear on this page.
For a significant change, we notify you in advance in the app or by email, and ask you to accept the new version. Orders already confirmed remain governed by the version that applied when the order was placed.
If you refuse the new version, you can close your account.
These terms are governed by the laws applicable in Quebec and the federal laws of Canada that apply there.
Before any proceeding, write to us at legal@kolis.delivery: we will look for an amicable solution.
If you are a consumer, you keep the rights the law gives you, including the right to bring the matter before the competent court of your home and to contact the Office de la protection du consommateur.
Help and orders: support@kolis.delivery.
Personal data: privacy@kolis.delivery.
Legal questions: legal@kolis.delivery.