Terms of Service

Last updated: July 2017

By creating an account with Lufa Farms Inc. ("us" or "we") through lufa.com and montreal.lufa.com (collectively "our Website"), you agree to be bound by the terms of this contract (the "Terms"). A link to a copy of the Terms will be e-mailed to you along with confirmation of your registration.
 

Our Basket Program

What happens when you create an account with us?

You are automatically registered to receive a weekly Lufa Farms base basket. By default, every week we will prepare a base basket with approximately $30.00 (plus applicable tax) worth of seasonal produce, dried goods and other products available on the Marketplace, and invoice you accordingly. You can also customize your basket by choosing a minimum of $15.00 (plus applicable tax) worth of products available on the Marketplace. By registering for a weekly Lufa Farms basket and for as long as your account is active, you expressly authorize Lufa Farms to charge the credit card you have provided on a weekly basis in the amount of either the base basket or the total price of your customized basket. The amount charged will be either $30.00 (plus applicable tax) or the total price of your customized basket (minimum $15.00 plus applicable tax).

You may skip your weekly basket as often as you like by suspending your order through your account settings. Your credit card will not be charged if you suspend your basket by midnight before the delivery date.  You have from the weekly opening of the Marketplace until midnight before your basket’s delivery day to customize or suspend your basket.

When you create an account you will receive email notifications from us about the opening of the Marketplace, payment authorizations, password changes and other information related to your orders and your account.

Can you cancel your basket?

You can cancel your basket and close your account at any time by contacting customer service at support@lufa.com or through our online contact form. All cancellation requests will be confirmed by email. If you cancel your basket, we will be unable to reimburse any promotional amount that may remain credited to your account. The only charges you may incur after account cancellation are outstanding amounts from your previous basket as a result of adjustments from charge by weight products.

 

The Marketplace

The Marketplace opens three days before your basket’s delivery date and closes at midnight the night before delivery. If you get your basket on a Monday, we will send you an email every Friday notifying you that the Marketplace is open and you will have until Sunday at midnight to either customise or suspend your basket or we’ll prepare the base basket for you.

What happens when the Marketplace closes?

When the Marketplace closes at midnight your order for the products in your basket will be automatically finalised and your credit card will be charged for the items in your basket at that time. If the payment is approved, your basket will be prepared for you and you will receive an email confirming the items in your basket and the total price.

Your order is subject to product availability.

While we strive to provide you with high-quality products, given the perishable nature of certain products and market and agricultural conditions beyond our control, sometimes items listed on the Marketplace or placed in your basket order will not be available. When a product is ordered and is no longer available we will either substitute it for other similar items or offer you a credit. If you are not satisfied with a substitution, please contact us.  Due to limited availability or for other reasons, we may also impose quantity limits on specific products. We will not always have the same products on the Marketplace from week to week and may stop offering certain products.

How does pricing work?

Prices listed for items will not change from the time the Marketplace opens until it closes. However, prices for items do fluctuate from one week to another.  

What about taxes?

Most of the products on the Marketplace such as fresh vegetables, are “zero-rated” basic grocery items, meaning they are not taxed. Other items, such as sweets and home delivery charges are subject to GST and QST. The details of any taxes applied will appear on your order summary.

How does “charge by weight” work?

Items whose price is determined by their weight will be displayed as such on the Marketplace and the price will be an estimate based on the amount being ordered. A scale symbol will appear next to the item(s) in your order summary and you will be charged for the estimated amount of your item as listed on the Marketplace. On delivery day the actual weight of the item going into your basket will be measured. If the actual weight is more or less than the estimated price you will receive an email notifying you of this and providing a link to your updated account summary indicating the actual weight and actual cost of that item. The cost difference will be credited or debited accordingly and applied to  your next basket.

How do you pay?

We accept VISA and MasterCard credit cards through our website. If you are paying by credit card, the credit card you have provided us in your account settings will be automatically charged each week in the amount of your basket order summary and processed through one of our payment processors. Charges will appear listed on your credit card statement as “Lufa Farms Inc”.  If you pay by cheque, the amount of the check will be credited to your account and you will be responsible for monitoring the balance. You agree to pay all fees charged to your account as shown on your order summary.

 

Pick Up & Delivery

When your register you will select a pick-up point location for your basket pick-up. The days and times for basket pick-up vary by location so your basket pick-up date will depend on which pick-up point is associated with your account or the time of activation of the second harvest. You can confirm or change your pick-up point in your account settings.

If you have the option and select home delivery then we will deliver the basket at the address indicated in your account settings during the hours indicated. You are responsible for verifying that your address is correct. We provide two options for home delivery, between the hours of 1:00 PM - 5:00 PM and 5:00 PM to 9:00 PM. Though we will try our best to respect these times, we  cannot guarantee that your delivery will be made within this time frame. Any individual at the delivery address who accepts a delivery is presumed to be authorized to receive it. In cases in which you have designated an alternative receiver, such person shall accept the delivery under all of the same terms and conditions that would apply had you accepted the delivery yourself. If you choose to authorize the driver to leave the delivery at your door then you are presumed to have received delivery when the basket is left at your door.

You are responsible for inspecting all items in your basket for any damage or other problems  upon pick-up or delivery. In addition, you are solely responsible for determining the freshness of the products you receive and confirming that the items are in proper condition, including the refrigerated or frozen items. In the unlikely event that the temperature zone has not been maintained adequately, or you have any other reason to believe that any other product in your basket is not suitable for consumption, please contact us and discard the item. To maintain the quality and integrity of the products, we recommend that you immediately refrigerate all perishable products upon pick-up and follow the Government of Canada’s guide to safe food storage available here. We also recommend that all cooking instructions be followed and that you use a food thermometer to ensure that all meat, poultry, seafood and other applicable items are cooked to the Government of Canada’s recommended internal temperatures, which can be found here. Failure to follow safe food handling practices and temperature recommendations may increase the risk of foodborne illness.

What if you miss your basket on pick up day?

If you are not able to get your basket at your pick-up point on your delivery day, please contact your pick-up point to make alternative plans. Many of our pick-up points don’t have refrigeration capabilities and therefore there is no guarantee that products will be safe for consumption the day following delivery. If your pick-up point is a truck stop, the driver will return your basket to Lufa Farms located at 1400 Antonio Barbeau, Montreal, QC, H4N 1H5, and you will be responsible for picking up your basket between the hours of 9:00 AM and 6:00 PM up to three days after your original delivery date, provided this falls on a weekday.  If your basket was prepared on Monday, you have until Thursday at 6:00 PM to pick-up your basket. If your basket was prepared on Tuesday, Wednesday or Thursday, you have until Friday at 6:00 PM to pick up your basket. If your basket was prepared on Friday, then you have until the following Monday at 6:00 PM to pick-up your basket.

What if you miss your home delivery?

If you are not at home when your delivery arrives, you have the option of allowing the driver to leave your basket outside your door. If there is no one to accept the basket delivery and you have not authorized the delivery to be left at your door, or if it cannot be left at your door, then the basket will be returned to Lufa Farms located at 1400 Antonio Barbeau, Montreal, QC, H4N 1H5. You will be responsible for picking up your basket between 9:00 AM and 6:00 PM up to three days after your original delivery date, provided this falls on a weekday. If your basket was prepared on Monday, you have until Thursday at 6:00 PM to pick-up your basket. If your basket was prepared on Tuesday, Wednesday or Thursday, you have until Friday at 6:00 PM to pick up your basket. If your basket was prepared on Friday, then you have until the following Monday at 6:00 PM to pick-up your basket.

In the case of inclement weather or other events beyond our control that interfere with our ability to deliver your order, we will attempt to deliver your order as soon as reasonably possible. In the unlikely event that delivery of your order is not feasible, we will cancel your order for the period so affected and issue you a credit or refund of the purchase price for that order.

 

Food Safety

We do our best to ensure that all foods are safe for consumption when they arrive at your pick-up point, but it is very important that you pick up your basket on the same day as delivery. Many of our pick-up points don’t have refrigeration capabilities and therefore there is no guarantee that products will be safe for consumption the day following delivery.

We’ve compiled this Food Safety page to provide as much information as possible to Lufa Farms subscribers on how to exercise skill, care, and judgment in safely handling food products. Please read ahead for information about returns and for food safety tips from Health Canada.

Allergens

Please be aware that we do sell products containing nuts, soy, and other allergens, and all customer orders are assembled in a common area. While we work to keep information as up-to-date as possible for each product on the Marketplace and consult with partners regularly about their food processing practices, individuals with severe sensitivity to trace amounts of any allergens should be advised that we cannot guarantee a complete absence of such allergens.

Refrigeration

It is very important that you pick up your basket on the same day as delivery. Many of our pick-up points don’t have refrigeration capabilities, so your products will not keep overnight. If any refrigerated items are warm, damaged, or leaking when you pick them up, or if you have any doubt about the safety of the products, call us at 514-669-3559 or email us at support@lufa.com right away and we’ll issue you a full refund as long as you let us know the day of your delivery.

Recommendations from Health Canada

Please consult the guidelines below from Health Canada for safe handling and storage, and always err on the conservative side. We’ve selected some excerpts that will be most relevant to Lufa Farms subscribers, but you can also use the links to click through and read the full pages on Health Canada.

How to Read Food Date Labels and Packaging

  • Durable life: This indicates the anticipated amount of time an unopened food product will keep its freshness, taste, nutritional value and other qualities when stored under appropriate conditions. A "best before" date tells you when the "durable life" period ends.
  • Best before date: The "best before" date does not guarantee product safety, but it does give you information about the freshness and potential shelf-life of the unopened food you are buying. This must appear on pre-packaged foods that will keep fresh for 90 days or less. Retail-packaged foods may be labelled with either a "best before" date and storage instructions, or the date packaged, along with a "best before" date and storage instructions.
  • Use by date: This may appear instead of "best before" on pre-packaged fresh yeast only.
  • Expiration date: This must appear on formulated liquid diets, foods for use in a very low-energy diet, meal replacements, nutritional supplements and infant formulas. After the expiration date, the food may not have the same nutrient content declared on the label. If the expiration date has passed, throw away the food.

Food Safety for Vulnerable Populations

  • Cook: Always cook food to the safe internal temperature. You can check this by using a digital food thermometer
  • Clean: Wash you hands and surfaces often with warm, soapy water.
  • Chill: Always refrigerate food and leftovers promptly at 4ºC or below.
  • Separate: Make sure to always separate your raw foods, such as meat and eggs, from cooked foods and vegetables.

Learn More:

Tips for Avoiding Common Allergens in Food

Read labels carefully:

  • Make sure you take the time to read product labels very carefully.
  • Manufacturers sometimes change the ingredients used in familiar products, and different varieties and sizes of the same brand may contain different ingredients, so check the label every time you shop.
  • It is important to remember that although the new allergen labelling regulations are on their way, they do not come into effect until August 2012, so you should continue to follow current practices for avoiding allergens until the improved food labelling is in place.
  • It is important to consume only products with a list of ingredients and avoid bins of bulk food where ingredients lists may not be available and where there may be a risk of cross-contamination between bins.
  • Until the regulations come into effect, mustard is allowed to be present as part of a spice or seasoning mixture, or other ingredient that is exempt from component declaration, without being specifically identified in the ingredient list.  Consumers with a mustard allergy will need to be careful to avoid products that declare spices or seasoning in their list of ingredient, or to check with the manufacturer to find out if there is mustard in the product.

Watch out for cross contamination:

  • Cross-contamination occurs when an allergen is unintentionally transferred to a food product that doesn't normally contain that allergen.
  • Look for precautionary statements like "may contain X" (where "X" is the name by which the allergen is commonly known).  Such statements are usually related to possible cross-contamination.
  • Precautionary statements indicate that foods could have been unintentionally exposed to an allergen some time during the manufacturing process and aren't safe to eat for those with food allergies.

Don’t take chances:

  • Avoid food products that contain the specific allergens and/or derivatives of the specific allergens that you are allergic to.
  • Avoid food products that bear a precautionary statement naming an allergen that you are allergic to.
  • Avoid food products that don't list their ingredients or food products that contain an ingredient that you don't recognize.
  • When someone else is preparing food for you, whether at a restaurant or a friend's home, make sure they know about your food allergy, so they can take steps to avoid cross-contamination and alert you to any ingredients of concern.
  • Even if a dish doesn't contain the food to which you are allergic, it still might have been in contact with it through utensils and cooking pans. When in doubt, don't eat it.

Look out for allergens listed by other names:

  • Food allergens and their derivatives are sometimes found in food under different names.
  • The Government of Canada has developed a series of pamphlets with information on each of the priority food allergens, including lists of other names for each allergen, food and products that may contain them and non-food sources of that allergen.

Safe Food Storage

Shopping:

  • Buy cold or frozen food at the end of your shopping trip.
  • Check the "best before" date on your food.
  • Keep your raw meat, poultry, fish and seafood away from other food in your grocery cart.
  • Examine fruits and vegetables carefully and avoid buying items that are bruised or damaged.
  • If you use reusable grocery bags or bins, make sure to use a specific bag or bin for meat, poultry or seafood. Label the bag or bin with the type of food it carries.

Chilling:
It is extremely important to keep cold food cold and hot food hot, so that your food never reaches the "temperature danger zone". This is where bacteria can grow quickly and cause food related illness.

  • Keep your raw meat, poultry, fish and seafood cold. Refrigerate or freeze them as soon as you get home from the grocery store.
  • Refrigerate fresh fruits and vegetables that need refrigeration when you get home. This includes all pre-cut and ready-to-eat produce.
  • Make sure your refrigerator is set at 4 °C (40 °F) or lower and your freezer at -18 °C (0 °F) or lower. This will keep your food out of the temperature danger zone between 4 °C (40 °F) to 60 °C (140 °F) where bacteria can grow quickly.
  • Keep your raw meat, poultry, fish and seafood separate from other food in the refrigerator at home. Do this by storing them in different containers.
  • Place raw meat, poultry, fish and seafood in sealed containers or plastic bags on the bottom shelf of your refrigerator so raw juices won't drip onto other food.

Fridge and freezer storage:

A table of recommendation times can be found at this page. recommended refrigeration times are for safety, and the freezing times are for quality. If you store properly wrapped food in your freezer the quality may be maintained for longer periods of time.

Learn More About Specific Products

Produce

Dairy, Eggs, Poultry & Meats

 

Promise of satisfaction

Quality vegetables are the result of many different factors: the plant cultivar itself, the horticultural methods used to grow them, the season in which they are grown, and many other agricultural, harvesting, or handling factors. We always endeavor to bring you nothing but the finest produce. But If at any time, or for any reason, you are not satisfied with the produce you have received, Lufa Farms will provide you replacement produce, alternative produce as available, credit on your account, or a refund, at your election.

 

Refund Policy

The Lufa Farms Promise of Satisfaction, is located here and outlines our commitment to making sure that you’re completely satisfied with our service. If you’re not, please contact us so that we can make it right. Refund requests must be made directly to Lufa Farms and refunds for products that have been delivered can be issued up to 5 business days after delivery. If you are concerned about the safety of any food items, please do not consume them and be sure to contact us right away for a full refund. Lufa Farms will credit the amount paid for the product to your account. If you make a request to have this amount refunded to your credit card, then the amount will be refunded to the credit card you have provided in your account settings. Notwithstanding the foregoing, Lufa Farms does not control when a specific credit card company processes chargeback transactions. You are responsible for contacting your credit card company if you have questions about the status of the chargeback.

In certain circumstances, such as if we want to thank you for your patience with a delayed delivery or to address another customer service issue, we may provide you credits that will be automatically applied to your next basket. Credits may only be redeemed for products available on the Marketplace, are promotional in nature, are not transferable, and are not redeemable for cash or other property.

 

Privacy

The Lufa Farms Privacy Notice located here, explains how personal information is collected, used and disclosed. By creating an account with Lufa Farms, you hereby agree that we may use your personal information in accordance with the Privacy Notice. Your use of our Websites are also subject to Lufa Farms' Privacy Notice.

 

General Website Terms

Your Account

By creating an account you agree to provide true, accurate, current and complete information about yourself. You are also responsible for protecting your account password and for any and all statements made, and acts or omissions that occur through the use of your password. If you have any reason to believe or become aware of any loss, theft or unauthorized use of your password, notify Lufa Farms immediately.

Links

This site may contain links to other Web sites operated by third parties. These links are provided as a convenience to you and as an additional avenue of access to the information contained therein. We have not necessarily reviewed all the information on those other sites and are not responsible for the content of other sites, or the products or services that may be offered through other sites. Inclusion of links to other sites should not be viewed as an endorsement of the content of linked sites.

Copyright and Trademarks

You may not use our trademarks (including the Lufa Farms logo) or copyrights (including all contents of this site), or represent yourself as an affiliate of Lufa Farms, without prior authorization.

Commenting Policy

We encourage you to share your thoughts on our website, on our Facebook pages and through other online community spaces. We welcome your contribution but expect it to be generally courteous. To that end, we reserve the right to remove content that:

  • contains obscene, indecent, or profane language

  • contains threats or defamatory statements

  • contains hate speech

  • promotes or endorses services or products. (Note that non-commercial links that are relevant to the topic or another comment are acceptable.)

Do not submit copyrighted or other proprietary material in any form unless you clearly indicate that you have permission to do so.  By posting your comments or other content, you grant Lufa Farms irrevocable permission to copy, distribute, make derivatives or display that content free-of-charge.

If you are a journalist, please send questions to pr@lufa.com rather than by submitting them as comments.

We reserve the right to amend these policies at any time and we will notify users of significant changes to our policies by posting a notice on our website or contacting you. You are responsible for reviewing the amendments and continued use of the services or access of this website after the amendments have been posted constitutes your acceptance of the amended policies.

 

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