Vellon

Legal

Terms of Service

Effective date: 1 October 2026 · Last updated: 1 October 2026

These terms are an agreement between you and Vellon ("Vellon", "we", "us") about your use of the Vellon Dispatch mobile app and dispatch dashboard.

Please read What Vellon is, and what it is not first. It is short, and it is the part most people assume they already know.

By creating an account or using the app, you agree to these terms. If you do not agree, do not use the app.

What Vellon is, and what it is not

Vellon makes software. We license Vellon Dispatch to taxi companies, and they use it to run their own dispatch operation.

We do not provide transportation. We do not operate taxis, we do not own or maintain vehicles, we do not employ or contract drivers, we do not set fares, and we do not arrange your ride. When you book through the app, your ride is provided by a licensed taxi company, and your contract for that ride is with that company — not with us.

What this means in practice:

  • The taxi company decides who is dispatched to you, sets the rates, holds the municipal licences and permits, insures the vehicles, and is responsible for the conduct of its drivers and the ride itself.
  • Vellon is responsible for the software: your account, the booking screen, the dispatch logic that offers the job to a driver, the map, the receipt, and the security of the platform.
  • If something goes wrong with the ride — the driver, the route, the vehicle, an item left behind, a fare you dispute — the taxi company is the right first contact. Their number is in the app under Help & Support.
  • If something goes wrong with the app — you cannot sign in, a charge looks wrong, the map is broken — write to support@vellon.ca.

Your account

You need an account to book a ride or to drive.

  • You must be 19 or older to hold an account. We do not collect date of birth and cannot verify age, so this is your representation to us.
  • Give us accurate information, and keep it current. Your name is shown to your driver so they can find you.
  • Your account is yours alone. Do not let anyone else use it, and do not use anyone else's. You are responsible for what happens under your account.
  • Sign-in is by a one-time code sent to your mobile number or your email address. Anyone who can read that code can reach your account, so keep your phone and your inbox secure and never forward a code to anyone — we will never ask you for one.
  • Tell us promptly at support@vellon.ca if you think someone else has got into your account.

You can delete your account yourself in the app. What happens to your information when you do is described in the Privacy Policy.

Booking a ride

When you book, the app sends your request to the taxi company and offers the job to a driver. A booking is a request, not a guarantee: whether a car comes depends on the company having a driver available, and sometimes there is not one.

  • A fare estimate shown before you book is an estimate, based on the route and the company's rates. The amount you actually pay is calculated at the end of the ride.
  • For a ride scheduled in advance, no driver is assigned when you book. One is assigned closer to the pickup time. For a scheduled card ride, the fare is confirmed nearer to pickup rather than at booking, so a change in the company's rates or in a discount you hold can move it.
  • Estimated arrival times are estimates. They come from live traffic data and they change.
  • The company may not be able to serve every address, and some areas are outside its service area.

Fares and payment

The rates are the taxi company's. They are configured in the software by the company, and we do not set them or take a view on them.

Cash. You pay the driver directly. We are not part of that payment.

Card. You may save a card in the app and pay with it.

  • Card details are captured by Stripe inside the app and go directly to Stripe. We never receive your card number — see the Privacy Policy.
  • When you book, a hold is placed on your card for the estimated fare. Nothing is taken at that point. When the ride ends, we charge the actual fare and the hold is released.
  • If the ride changes — you move the destination, or the trip is shortened — the hold is re-taken for the new amount before the change is applied. If your card will not authorise the new amount, the change is refused and the ride continues to its original destination.
  • The charge on your statement will show Vellon, not the taxi company. We collect the fare on the company's behalf and account for it to the company — or, depending on how that company has chosen to be paid, to the driver — keeping only the software fee the company has agreed to pay us. This is a billing arrangement between us and the company; it does not make Vellon the provider of your ride, and it does not change who you are owed a service by.
  • A receipt is emailed to you if you have given us an email address.
  • Discounts. If you hold a verified student discount or a promotional code, it is applied automatically at booking. Discounts are the taxi company's, may be withdrawn, and cannot be applied after a ride has ended.

If you believe a charge is wrong, write to support@vellon.ca and we will look at it with the taxi company. If the amount charged is the issue, we can correct it; if the rate itself is the issue, that is the company's decision.

Cancellations and no-shows

You can cancel a ride yourself, in the app, at any time up until the driver starts the trip. Once the trip has started, only the taxi company's dispatcher can end it — contact them.

The app does not charge a cancellation fee or a no-show fee. If you cancel, or if a driver reports that you did not appear, the card hold is released and nothing is taken. A driver can only report a no-show after waiting at the pickup for several minutes and while actually at it.

We may cancel a ride the system cannot complete — for example one that has been waiting a long time with no driver available. If that happens the hold is released.

Drivers

This section applies if you use the app to drive.

You drive for the taxi company, not for Vellon. We are not your employer and not your client. Your licence, your permits, your vehicle, your insurance, your shifts, your pay and your conduct on the job are matters between you, the taxi company, and the authority that licensed you. Nothing in these terms makes you an employee, contractor, agent or partner of Vellon.

  • You need an invitation from the taxi company to register. We do not issue driver accounts directly.
  • Your account works on one device at a time. Signing in on a new device signs the old one out. Do not share your account, and do not let anyone else drive against it.
  • Location while you are on shift. While you are on shift, the app records your location, including while the app is in the background, and stops when you go offline. The taxi company uses it to dispatch, and keeps the trail as its fleet record. Turning location off means you cannot be dispatched. Details are in the Privacy Policy.
  • Do not use the app while driving. Stop safely first. Follow every road and traffic law; the navigation in the app is an aid, never an instruction — you are responsible for how you drive.
  • Accepting a ride is a commitment to the passenger who is waiting. Repeatedly accepting and abandoning rides, or reporting no-shows that did not happen, is grounds for the company to remove your access.

You can delete your account in the app. Because your completed trips are the company's financial and safety records, your account is anonymised rather than erased, and your phone number is released so you can register again later. This is not reversible.

Dispatch staff

If you use the dispatch dashboard, your access belongs to your employer. They create it, they control it, and they end it. Your employer's agreement with Vellon governs how the company's data may be used; these terms cover your own use of the software.

Everything you can see in the dashboard — passengers' numbers, addresses and trip histories, drivers' locations — is other people's personal information, held by your employer. Use it to do your job and for nothing else. Your actions in the dashboard are logged against your account.

Messages, calls and notifications

  • Service messages. We send push notifications and SMS about a specific ride, and one-time sign-in codes. These are part of the service, not marketing, and we do not send marketing through the app. Your carrier's usual message and data charges apply.
  • In-ride chat and masked calls. You can message your driver, or call them on a masked line that hides both real numbers. Calls are not recorded. These channels are for arranging the ride. Anything abusive, threatening or harassing sent through them is a breach of these terms and may be reported.
  • Turning notifications off in your device settings will stop ride alerts reaching you. For drivers, it also means ride offers cannot reach you, so you will not be dispatched.

Ratings, reviews and safety reports

Passengers can rate a driver and leave a comment, and can report a driver's conduct.

  • Write what happened. Do not submit anything false, abusive, or containing other people's personal information.
  • Your comments are visible to the taxi company's dispatch staff. A driver sees their star average but not individual comments.
  • A safety report is kept even if you later delete your account, with the names as they were when you filed it. A report of unsafe conduct must not disappear because someone closed an app.
  • We may remove a review that breaches these terms. We do not remove one because its subject disagrees with it.

Acceptable use

Do not:

  • use the app for anything unlawful, or to harass, threaten or endanger anyone;
  • book a ride you do not intend to take, or create accounts to game discounts, ratings or promotions;
  • impersonate anyone, or use another person's account, number, email or card;
  • try to get at data that is not yours, probe or interfere with our systems, or get around the limits the software places on your account;
  • copy, decompile, reverse-engineer or modify the app, or extract data from it in bulk by any automated means, except where the law expressly says you may regardless of this term;
  • resell, sublicense or commercially redistribute access to the software.

Breaching this section can cost you your access, and we will cooperate with law enforcement where the law requires it.

The software itself

We grant you a personal, revocable, non-exclusive, non-transferable licence to use the app on a device you control, for the purpose it exists for. We keep all intellectual property in the software, the dashboard, the name Vellon and its branding. You get no rights beyond that licence.

  • The app updates itself. We ship fixes and changes over the air, and your app may download and apply them without asking. Running an old version is not supported.
  • Features change. We add, alter and remove them. We may end the service, or end it for a particular taxi company, and if that happens you may lose access through no fault of your own.
  • The app relies on third parties — Stripe for payments, Twilio for messages and masked calls, Google for maps and routing, Apple and Google for notifications and distribution. Using the app means complying with their terms too, where they apply to you.

What we do not promise

The software is provided as is. We do not promise it will be uninterrupted, error-free, or available at any particular time, and we do not promise a car will be found for any given booking. Maps, routes, estimated arrival times and fare estimates are approximations from third-party data.

To the fullest extent the law allows, we exclude all warranties, conditions and representations that are not written in these terms.

We do not limit anything that cannot lawfully be limited. If you are a consumer, you have rights under Nova Scotia and Canadian consumer protection law that no agreement can take away, and nothing here is intended to do so. Where a term in this section or the next is unenforceable against you, it applies only so far as the law permits, and the rest of these terms stand.

Limits on our liability

Read this alongside What Vellon is, and what it is not. The two go together.

We are not responsible for the ride. We are not liable for the acts or omissions of a taxi company, a driver, a passenger, or anyone else using the software — including anything that happens during a trip, the condition of a vehicle, a route taken, a delay, an injury, or property lost or damaged. Those are the taxi company's responsibility and, where it applies, its insurance.

To the fullest extent the law allows:

  • We are not liable for indirect, incidental, special or consequential loss, or for lost profit, lost revenue, lost data, or a missed appointment, flight or event.
  • Our total liability to you for everything arising out of the software, taken together, is limited to the greater of CAD $100 and the total amount of fares you paid through the app in the six months before the claim arose.

These limits do not apply to liability for death or personal injury caused by our negligence, to fraud or fraudulent misrepresentation, or to anything else that cannot lawfully be limited.

You are responsible for loss we suffer because you used the app unlawfully or in breach of Acceptable use.

Ending your access

You can stop using the app at any time, and delete your account in it.

We may suspend or end your access if you breach these terms, if we reasonably believe your account is being used fraudulently or unsafely, or if the law requires it. A taxi company can end the access of its own drivers and dispatch staff at any time, for its own reasons — that is its decision, not ours.

Ending access does not cancel a payment already owed, or delete records the taxi company must keep. The sections on payment, acceptable use, liability and governing law survive.

If you downloaded the app from the Apple App Store

These terms are between you and Vellon only. Apple is not a party to them, and Vellon — not Apple — is solely responsible for the app and its content.

  • Scope. Your licence to use the app is non-transferable, and limited to Apple-branded products you own or control, as permitted by the App Store Usage Rules, including Family Sharing where those rules allow it.
  • Maintenance and support. Vellon is solely responsible for support. Apple has no obligation whatsoever to furnish any maintenance or support services for the app. Support requests go to support@vellon.ca.
  • Warranty. Vellon is solely responsible for any warranties, express or implied, to the extent not effectively disclaimed above. If the app fails to conform to any applicable warranty, you may notify Apple and Apple may refund the purchase price of the app, if any; to the maximum extent permitted by law, Apple has no other warranty obligation whatsoever with respect to the app.
  • Product claims. Vellon, not Apple, is responsible for addressing any claim by you or a third party relating to the app or your possession or use of it, including product liability claims, any claim that the app fails to conform to a legal or regulatory requirement, and claims arising under consumer protection, privacy or similar legislation.
  • Intellectual property. If a third party claims the app infringes their intellectual property, Vellon — not Apple — is solely responsible for the investigation, defence, settlement and discharge of that claim.
  • Legal compliance. You represent that you are not located in a country subject to a U.S. Government embargo or designated as a terrorist-supporting country, and that you are not listed on any U.S. Government list of prohibited or restricted parties.
  • Third-party terms. You must comply with any applicable third-party terms when using the app.
  • Third-party beneficiary. Apple and its subsidiaries are third-party beneficiaries of these terms and have the right to enforce them against you.

Vellon's contact details for questions or claims are in Contact.

Changes to these terms

When these terms change we post the new version at this address and update the date at the top. If a change materially affects your rights, we will also show a notice in the app. Continuing to use the app after a change means you accept the updated terms.

Governing law

These terms are governed by the laws of the Province of Nova Scotia and the laws of Canada that apply there, and the courts of Nova Scotia have jurisdiction over any dispute. If you are a consumer resident elsewhere in Canada, this does not take away any right you have to bring a claim where you live, or the protection of the consumer law of your own province.

Contact

Vellon — support@vellon.ca

Email is the fastest way to reach us, and the right channel for anything about the app, an account, or a charge. If you would rather correspond on paper, ask by email and we will give you a postal address.

For anything about a ride, a fare, a driver or a dispatch decision, contact the taxi company — their number is in the app under Help & Support.

How we handle personal information is in the Privacy Policy.