Terms & Conditions

1. Acceptance of Terms

1.1 These Terms and Conditions (“Terms”) govern access to and use of the website, mobile application, and related services offered under the name Cotrawell (collectively, the “Service”).

1.2 By creating an account, posting a Trip, accepting a Hustle, or otherwise using the Service, you (“User,” “you”) agree to be bound by these Terms, our Privacy Policy, our Cookie Policy, and our Disclaimer (together, the “Platform Policies”), each of which is incorporated by reference. If you do not agree, you must not use the Service.

1.3 You must be at least 18 years old and have the legal capacity to enter into a binding contract to register for or use the Service. The Service is not directed at, and may not be used by, individuals under 18.

2. Definitions

2.1 “Requester” means a User who posts a Trip and requests assistance with a Hustle.

2.2 “Provider” means a User who browses posted Trips and accepts a Hustle to provide assistance.

2.3 “Trip” means a journey posted by a Requester, identified by transport mode (flight, train, or bus) and associated details (route, dates, times).

2.4 “Hustle” means the specific category of assistance requested, selected from the fixed list set out in Section 5 and described in full in the Disclaimer.

2.5 “Lead Fee” or “Introduction Fee” means the fee charged by the Platform to a Requester and/or Provider for the introduction and connection service described in Section 7.

2.6 “Underlying Service” means the actual assistance performed by a Provider for a Requester in connection with an accepted Hustle — a service to which the Platform is not a party.

3. Nature of the Platform

3.1 Cotrawell is an online marketplace and lead-generation/introduction service only. We provide a technology platform through which Requesters and Providers can find, communicate with, and connect to one another.

3.2 We are not a party to, and have no involvement in, the Underlying Service. We do not provide, supervise, direct, control, or guarantee any Hustle. Any agreement to perform a Hustle is formed exclusively between the Requester and the Provider, on terms they negotiate between themselves.

3.3 We do not process, hold, or facilitate payment for the Underlying Service. Any payment, gift, reimbursement, or other consideration exchanged between a Requester and a Provider for performance of a Hustle is arranged and settled directly between them, outside the Platform, and entirely at their own risk.

3.4 We make no representation, warranty, or guarantee regarding the performance, quality, legality, safety, timeliness, or outcome of any Hustle.

4. Eligibility and Account Registration

4.1 You must register an account to post a Trip or accept a Hustle. You agree to provide accurate, current, and complete information and to keep it updated.

4.2 You are solely responsible for maintaining the confidentiality of your login credentials and for all activity occurring under your account.

4.3 We may, at our discretion, require identity verification information as a condition of registration or continued use (see Privacy Policy, Section 3). Identity verification, where performed, confirms only that a User’s stated identity information is internally consistent; it is not a background check, criminal record check, credential check, or safety certification, unless expressly and separately stated in writing by the Platform for a specific User.

4.4 We reserve the right to refuse, suspend, or terminate any account at our sole discretion, with or without notice.

5. Hustle Categories

5.1 Requesters may request assistance in the following fixed categories only: Airport Guide, Ride Share, Career Networking, Listening Companion, Language Interpreter, Tour Guide, Document Courier, Local Purchase, Duty-Free Shopper, Parent’s Helper (Supervised), Airport Transit Assistance (Seniors), and Food Pickup.

5.2 Document Courier, Parent’s Helper (Supervised), and Airport Transit Assistance (Seniors) are heightened-risk categories involving, respectively, sensitive/valuable items and cross-border document handling, and the care of minors or vulnerable adults. Full risk disclosures for every category, including these three, are set out in the Disclaimer, which you must read and acknowledge before posting or accepting a Hustle in any category. The Disclaimer’s risk terms are incorporated into these Terms by reference and are binding on all Users.

5.3 We may add, remove, or modify Hustle categories at our discretion, with notice provided through the Service.

6. How the Service Works

6.1 A Requester posts a Trip specifying transport mode and the Hustle category needed.

6.2 Providers may browse open Trips and elect to accept a Hustle. Acceptance by a Provider constitutes an offer to perform the Hustle directly for the Requester; a match is formed once the Requester confirms.

6.3 Once matched, Requester and Provider are responsible for communicating, agreeing on terms (including any compensation for the Underlying Service, timing, and logistics), and performing their respective obligations to one another, independent of the Platform.

6.4 We may, but are not obligated to, provide in-app messaging, status tracking, or other tools to facilitate coordination between matched Users. These tools do not make us a party to, guarantor of, or participant in the Underlying Service.

7. Fees and Payment

7.1 Our sole source of revenue is the Lead Fee charged for introducing a Requester to a Provider upon a successful match, as displayed to you at the time of the transaction.

7.2 The Lead Fee is earned and payable upon match confirmation, regardless of whether the Underlying Service is subsequently performed, cancelled, or unsatisfactory, except as expressly set out in a separate refund policy we may publish.

7.3 We do not charge, collect, hold, or disburse any payment for the Underlying Service itself. Any such payment arrangement is solely between Requester and Provider, and we bear no responsibility for its negotiation, collection, or enforcement.

7.4 All Lead Fees are processed through third-party payment processors. By making a payment, you also agree to that processor’s applicable terms.

8. Independent Contractor Status

8.1 Providers are independent contractors and are not employees, agents, partners, franchisees, or representatives of Cotrawell, in any respect.

8.2 Nothing in these Terms creates an employment, agency, joint venture, or partnership relationship between the Platform and any Provider, or between the Platform and any Requester.

8.3 We do not direct, control, or supervise the manner, method, or means by which a Provider performs a Hustle. Providers are solely responsible for their own conduct, compliance with applicable law (including, where relevant, immigration, customs, employment, and child-care licensing law), taxes, insurance, and equipment.

8.4 The Platform does not withhold or remit income tax, CPP, EI, or any other statutory deduction on behalf of any Provider, and does not provide employment insurance, workers’ compensation, or any other employment benefit.

9. User Responsibilities and Duty to Vet

9.1 The Platform does not warrant, represent, or guarantee the identity, qualifications, credentials, criminal history, character, fitness, or suitability of any User, including any Provider offering a Hustle under the Parent’s Helper (Supervised), Airport Transit Assistance (Seniors), or Document Courier categories.

9.2 Unless a specific User’s profile expressly and explicitly states that a named third-party background check has been completed and identifies the provider of that check, no background check, credential verification, or vetting of any kind has been performed by the Platform. You must not assume any check has occurred.

9.3 You are solely and exclusively responsible for independently vetting any counterparty before engaging with them, including before entrusting a Provider with a minor, a vulnerable adult, identity or travel documents, payment cards, or other valuables. This obligation is heightened, and non-delegable to the Platform, for the Parent’s Helper (Supervised), Airport Transit Assistance (Seniors), and Document Courier categories.

9.4 You agree to comply with all applicable laws in connection with your use of the Service, including laws relating to child care, elder care, customs, immigration, and the cross-border transport of documents or goods.

10. Prohibited Conduct

10.1 You must not: (a) use the Service for any unlawful purpose; (b) misrepresent your identity, qualifications, or intentions; (c) harass, threaten, or endanger another User; (d) circumvent the Lead Fee by arranging a match outside the Platform after being introduced through it; (e) post false or misleading Trip or Hustle information; (f) use the Service to transport prohibited, illegal, or dangerous items; or (g) attempt to interfere with the security or proper functioning of the Service.

10.2 We may investigate suspected violations and take action including warnings, suspension, termination, and reporting to law enforcement, at our sole discretion.

11. Cancellations

11.1 Either party to a match may cancel prior to performance of the Hustle, subject to any cancellation terms displayed at the time of matching. Lead Fees are generally non-refundable except as set out in a separate published refund policy.

12. Intellectual Property

12.1 All content, trademarks, and technology comprising the Service (excluding User-submitted content) are owned by or licensed to Cotrawell and protected by applicable intellectual property laws. You are granted a limited, revocable, non-transferable licence to use the Service for its intended purpose only.

12.2 By submitting content (including Trip details, messages, and reviews), you grant the Platform a worldwide, royalty-free licence to use, display, and reproduce that content in connection with operating and promoting the Service.

13. Disclaimers

13.1 THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, EXCEPT TO THE EXTENT SUCH WARRANTIES CANNOT BE EXCLUDED UNDER APPLICABLE ONTARIO LAW.

13.2 Full category-specific risk disclosures and assumption-of-risk language are set out in the Disclaimer, incorporated by reference into these Terms.

14. Limitation of Liability

14.1 To the maximum extent permitted by applicable law, in no event will Cotrawell, its officers, directors, employees, or affiliates be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, data, goodwill, or opportunity, arising out of or related to the Service or any Hustle.

14.2 To the maximum extent permitted by applicable law, our total aggregate liability to you for any claim arising out of or relating to the Service, however arising, is limited to the total Lead Fees actually paid by you to the Platform in the twelve (12) months preceding the event giving rise to the claim.

14.3 Nothing in this Section 14 excludes or limits liability that cannot be excluded or limited under applicable Ontario or federal Canadian law, including liability for death or personal injury caused by our own negligence, for our gross negligence or wilful misconduct, or for fraud. This limitation applies to the Platform’s own acts and omissions only, and does not limit or exclude the liability of any Requester or Provider to one another for the Underlying Service, which is a matter exclusively between them.

14.4 You acknowledge that the Lead Fee reflects the limited nature of our role as an introduction service, and that the liability cap in this Section is a reasonable allocation of risk on that basis.

15. Indemnification

15.1 You agree to indemnify, defend, and hold harmless Cotrawell and its officers, directors, employees, and affiliates from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Service; (b) your performance of, or failure to perform, a Hustle; (c) your breach of these Terms or any Platform Policy; (d) your violation of any law; or (e) any dispute between you and another User, including any Underlying Service.

16. Dispute Resolution

16.1 Where you are using the Service as a consumer (i.e., for personal, family, or household purposes and not in the course of a business), nothing in these Terms restricts your rights under the Consumer Protection Act, 2002 (Ontario), including your right to bring a claim before the courts of Ontario and, where applicable, to participate in a class proceeding. Any provision purporting to waive such rights does not apply to you to the extent it would be void under that Act.

16.2 Where you are using the Service in the course of a business or commercial activity, you agree that any dispute arising out of or relating to these Terms or the Service will first be addressed through good-faith negotiation and, failing resolution within thirty (30) days, will be finally resolved by binding arbitration administered under the Arbitration Act, 1991 (Ontario), seated in Toronto, Ontario, with a single arbitrator, in the English language, on an individual (non-class, non-representative) basis.

16.3 Nothing in this Section prevents either party from seeking interim or injunctive relief from a court of competent jurisdiction.

17. Governing Law and Jurisdiction

17.1 These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-law principles.

17.2 Subject to Section 16, you irrevocably attorn to the exclusive jurisdiction of the courts located in Toronto, Ontario for any dispute not subject to arbitration.

18. Term and Termination

18.1 These Terms remain in effect while you use the Service. Either party may terminate at any time; certain provisions (including Sections 3, 8, 9, 13–17) survive termination.

19. Modifications

19.1 We may amend these Terms from time to time. Material changes will be notified through the Service or by email. Continued use after the effective date of an amendment constitutes acceptance.

20. General Provisions

20.1 Severability. If any provision is held unenforceable, the remainder will continue in full force, and the unenforceable provision will be modified to the minimum extent necessary to make it enforceable.

20.2 Entire Agreement. These Terms, together with the other Platform Policies, constitute the entire agreement between you and the Platform regarding the Service.

20.3 Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms freely.

20.4 No Waiver. Failure to enforce a provision is not a waiver of the right to do so later.

20.5 Notices. Notices to you may be given via the email or in-app notification associated with your account. Notices to us must be sent to legal@cotrawell.com.

21. Contact

Questions about these Terms may be directed to: legal@cotrawell.com, 150 Duncan Mill Road, Toronto, ON M3B 3M4.