TiffinStash Seller Pickup Timeliness Policy

Effective August 1st, 2025

To ensure a smooth, reliable delivery experience for customers and all stakeholders, TiffinStash is introducing the following Pickup Timeliness Policy for all sellers on the platform. This policy is designed to minimize disruptions, improve delivery accuracy, and ensure consistency across our operations.

1. Scheduled Pickup Window

Each seller will be assigned a fixed daily pickup time slot.
Sellers must ensure all tiffins are fully packed, labeled, and ready before the start of their pickup window.
This enables our delivery routes to remain on schedule and prevents knock-on delays affecting other sellers and customers.

2. Pickup Readiness Delays & Associated Charges

Delays in the pickup process create a domino effect: drivers wait longer, subsequent deliveries run late, and customer satisfaction drops. To mitigate this operational strain, the following structured charges will apply if pickups are delayed beyond the assigned slot:

Delay Duration (after slot ends)	Fee (CAD)
15 – 25 minutes	$30 + HST
26 – 35 minutes	$50 + HST
36 – 45 minutes	$75 + HST
Over 45 minutes	$50 + HST + Full Compensation^*

^*"Full compensation" means the total amount that the customer(s) paid to TiffinStash to purchase the tiffin(s), including platform service fees and delivery charges.

3. Missed Pickup (Over 45 Minutes Late)

If tiffins are not ready within 45 minutes of the scheduled pickup time, the driver will be instructed to leave to protect the delivery timeline for other sellers and customers.
The seller will be charged:
- $50 + HST as a disruption penalty
- Full compensation for all tiffins listed under the seller’s TD Model that could not be delivered.

"Full compensation" means the total amount that the customer(s) paid to TiffinStash to purchase the tiffin(s), including platform service fees and delivery charges.

4. Repeated Delays

Timeliness is critical to platform trust and delivery efficiency. Repeated delays may result in:

Additional administrative penalties
Temporary or permanent suspension from the platform, following a formal warning and review discussion

5. Discretion & Exceptions

We understand that unforeseen situations can arise. TiffinStash reserves the right to review and waive penalties in exceptional cases, such as verified emergencies (e.g., medical), extreme weather conditions, or any other unavoidable operational disruptions. All exceptions will be evaluated case-by-case and are at TiffinStash’s sole discretion.

6. Dispute Resolution

Any disputes or concerns must be submitted in writing within 3 business days of the reported incident. Please email support@tiffinstash.com with relevant details including date, seller name, and order info.

7. Seller Acknowledgement

By continuing to operate on the TiffinStash platform on or after August 1, 2025, each seller acknowledges they have read, understood, and agreed to comply with this Pickup Timeliness Policy.