Privacy Policy & Terms of Service

Part A — Privacy Policy

Big River Cannabis (“we,” “us,” “our,” or the “Company”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit https://bigrivercannabis.ca and our location-specific subdomains (collectively, the “Website”), or when you purchase products from us, including online and in-store. By using the Website or our services, you agree to the practices described in this Privacy Policy.

We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s federal privacy legislation, as well as applicable Ontario laws, including the Cannabis Licence Act, 2018 (Ontario) and regulations issued by the Alcohol and Gaming Commission of Ontario (AGCO).

1. Who We Are

Big River Cannabis is a licensed cannabis retailer authorized by the AGCO with retail locations in Calabogie, Clarence-Rockland, and Bourget, Ontario. Our website operates as an information and click-and-collect / delivery platform in compliance with Ontario regulations.

Privacy Officer / Contact:

Email: [email protected]
Mail: Big River Cannabis, 2613 Laurier Street,Rockland, Ontario, Canada

2. Age Restriction

Cannabis products may only be sold to and used by individuals who are 19 years of age or older in Ontario. We do not knowingly collect personal information from anyone under the age of 19. If we discover that we have inadvertently collected information from a person under 19, we will delete that information promptly. By using the Website, you confirm that you are at least 19 years old.

3. Information We Collect

3.1 Information You Provide Directly

Identification information: full name, date of birth, and government-issued photo ID for age verification (in-store and at delivery).
Contact information: email address, phone number, and shipping or delivery address.
Account information: username, password, account preferences, and order history (if you create an account).
Order and payment information: products purchased, transaction amounts, and payment confirmation. Note: full credit card or debit card numbers are processed by our PCI-compliant payment processors and are not stored by us.
Communications: any messages you send us through forms, email, chat, or social media.

3.2 Information Collected Automatically

Device and usage data: IP address, browser type, operating system, referring URLs, pages visited, time spent on pages, and click activity.
Cookies and similar technologies: we use cookies, web beacons, and analytics tools (such as Google Analytics) to operate the Website, remember preferences, and measure performance. You can control cookies through your browser settings.
Location data: approximate location based on IP address, used to confirm you are in our service area and meet jurisdictional requirements.

3.3 Information from Third Parties

We may receive information from age-verification services, payment processors, delivery partners, and analytics or advertising providers. We only use this information for the purposes described in this Policy.

4. How We Use Your Information

We use your personal information for the following purposes:

Verifying your age and identity as required by law.
Processing your orders, payments, refunds, and exchanges.
Arranging click-and-collect pickup or delivery of your purchases.
Communicating with you about orders, account activity, and customer service.
Operating, maintaining, and improving the Website and our services.
Sending you marketing communications, promotions, or newsletters where you have opted in (you may unsubscribe at any time).
Complying with legal, regulatory, and reporting obligations under cannabis, tax, and consumer protection laws.
Detecting, preventing, and investigating fraud, abuse, or unauthorized activity.

5. Legal Basis for Collection

We collect and use personal information based on your consent, the necessity of completing a transaction you requested, our legal obligations (including age verification and record-keeping under cannabis legislation), and our legitimate business interests in operating a safe and lawful retail business.

6. Sharing and Disclosure

We do not sell your personal information. We may share your information with:

Service providers: payment processors, age-verification services, delivery couriers, IT providers, hosting providers, and analytics partners, all bound by confidentiality and data-protection obligations.
Regulators and law enforcement: the AGCO, the Ontario Cannabis Store (OCS), and other government bodies where required by law, court order, or regulatory request.
Professional advisors: lawyers, auditors, and insurers, as needed.
Business transfers: in connection with a merger, acquisition, financing, or sale of assets, subject to confidentiality protections.

7. Cross-Border Transfers

Some of our service providers may store or process information outside of Ontario or Canada (for example, cloud-hosting providers in the United States). When this occurs, your information may be subject to the laws of those jurisdictions, including lawful access by foreign authorities. We use contractual safeguards to require comparable protection.

8. Cookies and Tracking Technologies

Cookies allow the Website to function correctly and help us understand visitor behaviour. We use:

Essential cookies — required for core site functionality (e.g., shopping cart, age gate).
Performance and analytics cookies — help us measure traffic and improve the Website.
Marketing cookies — used (with consent where required) to deliver relevant advertising and measure campaign effectiveness in compliance with cannabis advertising rules.

You may disable cookies in your browser settings, but some features of the Website may not function properly as a result.

9. Marketing Communications and CASL

We comply with Canada’s Anti-Spam Legislation (CASL). We will only send you commercial electronic messages (such as promotional emails or text messages) where we have your express or implied consent. Every commercial message will include an unsubscribe link or instruction. You may withdraw consent at any time by contacting [email protected].

Cannabis marketing is also subject to strict federal and provincial restrictions. We do not target marketing at minors and we do not associate cannabis with a way of life that includes glamour, recreation, excitement, vitality, risk, or daring.

10. Data Retention

We retain personal information only as long as necessary for the purposes described in this Policy or as required by law, including cannabis-retail record-keeping rules, tax laws, and limitation periods for legal claims. When information is no longer required, we securely delete or anonymize it.

11. Security Safeguards

We use administrative, technical, and physical safeguards to protect personal information, including encrypted connections (HTTPS), restricted access controls, secure payment processing, and staff confidentiality training. No method of electronic transmission or storage is completely secure, but we work to continually improve our protections.

12. Your Privacy Rights

Subject to applicable law, you have the right to:

Access the personal information we hold about you.
Request correction of inaccurate or incomplete information.
Withdraw consent for non-essential uses (such as marketing).
Request deletion of personal information, subject to legal retention obligations.
File a complaint with us or with the Office of the Privacy Commissioner of Canada at priv.gc.ca.

To exercise any of these rights, contact our Privacy Officer at [email protected]. We may need to verify your identity before responding.

13. Third-Party Links

The Website may link to third-party websites or services. We are not responsible for the privacy practices or content of those third parties. We recommend reviewing their privacy policies before sharing personal information.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The “Last Updated” date at the top of this document will reflect the most recent revision. Material changes will be communicated through the Website or by email where appropriate. Continued use of the Website after an update constitutes acceptance of the revised Policy.

15. Contact Us

Questions, requests, or complaints about this Privacy Policy may be directed to:

Big River Cannabis – Privacy Officer
Email: [email protected]
Mailing address: 2613 Laurier St, Rockland, Ontario, Canada

Part B — Terms of Service

These Terms of Service (“Terms”) govern your access to and use of https://bigrivercannabis.ca and its subdomains (collectively, the “Website”), as well as your purchase of any goods or services offered by Big River Cannabis (the “Company,” “we,” “us,” or “our”). By accessing the Website or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Website.

1. Eligibility and Age Verification

You must be at least 19 years of age and a resident of Ontario to use the Website, place an order, or receive cannabis products from Big River Cannabis. By using the Website, you represent and warrant that you meet these requirements.

We reserve the right to verify your age and identity using government-issued photo ID at any point in the transaction, including at the time of delivery or pickup. Failure or refusal to provide valid ID will result in cancellation of the order, with refund issued in accordance with our Refund Policy below.

It is illegal in Ontario to purchase cannabis on behalf of a person under 19 years of age. We will refuse delivery or pickup if we suspect a third-party purchase for a minor.

2. Authorized Retailer

Big River Cannabis is authorized by the Alcohol and Gaming Commission of Ontario (AGCO) to sell recreational cannabis. All cannabis products offered through the Website are sourced exclusively from the Ontario Cannabis Store (OCS) wholesale channel, as required by law.

3. Account Registration

You may need to create an account to place orders. You agree to:

Provide accurate, current, and complete information.
Keep your login credentials confidential.
Notify us immediately of any unauthorized use of your account.
Be responsible for all activity that occurs under your account.

We may suspend or terminate accounts that violate these Terms or that we suspect of fraudulent or unlawful use.

4. Use of the Website

You agree not to use the Website in any way that:

Violates any applicable law or regulation, including cannabis, advertising, anti-spam, or consumer-protection laws.
Infringes the intellectual property or other rights of any party.
Transmits viruses, malware, or other harmful code.
Attempts to gain unauthorized access to our systems or other users’ accounts.
Scrapes, harvests, or otherwise extracts content for unauthorized use.
Misrepresents your age, identity, or affiliation with any person or entity.

5. Products and Pricing

We make commercially reasonable efforts to display product information, images, descriptions, THC/CBD content, and pricing accurately. However:

Product availability may change without notice based on supply from the Ontario Cannabis Store.
Prices are listed in Canadian dollars (CAD) and exclude applicable taxes unless otherwise stated.
We reserve the right to correct pricing errors, refuse or cancel any order placed at an incorrect price, and limit quantities at our discretion.
Colours, packaging, and product appearance shown on the Website may vary from the product received.

6. Purchase Limits

In accordance with the Cannabis Act (Canada), individuals may not possess more than 30 grams of dried cannabis (or its equivalent in other forms) in public at any time. We may impose additional limits per transaction at our discretion to ensure compliance with this and other regulatory requirements.

7. Order Acceptance and Cancellation

Your order constitutes an offer to purchase. An order is accepted only when we issue an order confirmation or dispatch the products. Until then, we may refuse or cancel an order for any reason, including:

Suspected fraud or unauthorized purchase.
Failure to meet age or identity verification requirements.
Pricing or product description errors.
Product unavailability.
Delivery outside our authorized service area.

Where an order is cancelled before delivery, any payment will be refunded to the original payment method.

8. Intellectual Property

All content on the Website — including the Big River Cannabis name, logos, text, graphics, photos, software, and design — is owned by or licensed to the Company and is protected by Canadian and international intellectual property laws. You may not copy, reproduce, modify, distribute, or create derivative works from any Website content without our prior written consent, except for personal, non-commercial use.

9. User Content

If you submit reviews, comments, or other content to the Website, you grant Big River Cannabis a non-exclusive, royalty-free, worldwide, perpetual licence to use, reproduce, modify, and display that content in connection with our business. You represent that you own or have the right to submit the content and that it does not violate any third-party rights or applicable law. We may remove user content that we consider inappropriate, unlawful, or contrary to cannabis-marketing rules.

10. Disclaimer of Warranties

The Website and the products offered through it are provided “as is” and “as available,” without warranties of any kind, express or implied, except those that cannot be excluded under applicable consumer-protection law (including the Ontario Consumer Protection Act, 2002). We do not warrant that the Website will be uninterrupted, error-free, secure, or free of viruses. Cannabis affects individuals differently; we do not warrant any particular effect from the use of any product.

11. Limitation of Liability

To the maximum extent permitted by law, Big River Cannabis, its directors, officers, employees, and affiliates will not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your use of the Website or our products. Our total aggregate liability to you for any claim relating to a transaction shall not exceed the amount you paid for the product giving rise to the claim. Nothing in these Terms limits liability that cannot be limited under applicable law.

12. Indemnification

You agree to indemnify and hold harmless Big River Cannabis and its representatives from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Website, or your violation of any law or third-party right.

13. Governing Law and Jurisdiction

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. You agree that the courts located in Ontario will have exclusive jurisdiction over any dispute arising from these Terms or your use of the Website, except that we may seek injunctive relief in any jurisdiction where appropriate.

14. Changes to These Terms

We may modify these Terms from time to time. The updated version will be posted on the Website with a revised “Last Updated” date. Your continued use of the Website after the changes take effect constitutes acceptance of the updated Terms.

15. Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect.

16. Entire Agreement

These Terms, together with our Privacy Policy and any additional policies posted on the Website, constitute the entire agreement between you and Big River Cannabis regarding your use of the Website and supersede any prior agreements.

17. Contact

Questions about these Terms may be sent to [email protected]

Part C — E-Commerce, Delivery & Refund Policy

This section forms part of our Terms of Service and applies to all online orders placed through the Website, including click-and-collect and delivery orders.

1. E-Commerce Policy

1.1 Ordering

Orders may be placed through the Website 24 hours a day, but they are processed only during the operating hours of the fulfilling retail location. Orders are subject to acceptance, age verification, and product availability as set out in our Terms of Service.

1.2 Payment Methods

We accept the payment methods listed at checkout, which may include Visa, Mastercard, Interac Debit (online or at pickup), and cash (in-store and, where permitted, on delivery). All online payments are processed by PCI-compliant payment processors. We do not store full credit card numbers.

1.3 Taxes

All applicable federal and provincial taxes, including HST, will be calculated and added at checkout in accordance with Ontario law.

1.4 Order Confirmation

After placing an order, you will receive an email confirmation. This email confirms receipt of your order, not acceptance. Acceptance occurs when the order is processed and prepared for pickup or shipped for delivery.

1.5 Pricing and Promotions

Prices are listed in CAD and may change without notice. Promotional codes, where offered, may not be combined unless expressly permitted, and they may not be applied retroactively to past orders. We comply with Ontario’s rules on cannabis promotion, which prohibit certain forms of inducement and advertising.

1.6 Order Errors

If you discover an error in your order (wrong item, missing item, damaged product), please contact the fulfilling location within 48 hours of pickup or delivery. Photos of any damaged or incorrect product are required to expedite resolution.

2. Delivery Policy

2.1 Service Area

We deliver only within the service areas designated by each retail location and only to addresses within Ontario. The available delivery areas, fees, and minimum order amounts will be displayed at checkout. We do not ship cannabis products outside of Ontario or out of Canada.

2.2 Delivery Hours

Cannabis deliveries are completed during legal retail operating hours under the Cannabis Licence Act, 2018 (Ontario) and our local municipal by-laws. Estimated delivery windows will be communicated at checkout and may vary based on demand, weather, and traffic.

2.3 Delivery Fees

Delivery fees, if any, will be displayed at checkout before you confirm your order. Free delivery thresholds, if offered, will be clearly indicated.

2.4 Age and Identity Verification at Delivery

In compliance with Ontario law, the recipient must:

Be at least 19 years of age.
Present valid government-issued photo ID at the time of delivery.
Be sober and not visibly intoxicated.
Sign for the delivery if requested by the courier.

If the recipient cannot or refuses to provide ID, appears under 19, or appears to be intoxicated, our delivery agent will refuse to release the product. The order will be returned, and a restocking fee of up to 15% may be applied.

2.5 No Drop-Off Without Recipient

Cannabis products will not be left unattended at the door, in a mailbox, with a neighbour, or with anyone who has not been age- and identity-verified. The product will be returned to the store and a re-delivery fee may apply.

2.6 Delivery Locations

We do not deliver to:

Schools, daycares, post-secondary residences, or any property primarily used by minors.
Hospitals, group homes, long-term care facilities, or correctional facilities, unless authorized by management.
Hotels, motels, or short-term rentals where the registered guest cannot be verified at the door.
Any address outside our authorized service area.

2.7 Failed Deliveries

If a delivery cannot be completed because the recipient is unavailable, refuses ID verification, or otherwise does not meet legal requirements, the order will be returned to the store. You may contact us to arrange re-delivery (a fee may apply) or a refund in accordance with the Refund Policy below.

2.8 Click-and-Collect (In-Store Pickup)

Orders marked for in-store pickup must be collected by the person who placed the order. Government-issued photo ID is required at pickup. Orders not picked up within 1 day will be cancelled and refunded, less any applicable restocking fee.

3. Refund and Return Policy

3.1 Health Canada and OCS Requirements

For health, safety, and regulatory reasons under federal and provincial cannabis legislation, all cannabis sales are generally final once the product has been opened or its tamper-evident seal has been broken. We cannot accept returns of opened cannabis products.

3.2 When We Will Issue a Refund or Replacement

We will offer a refund, exchange, or store credit (at our option) in the following circumstances:

Defective or damaged product: the product was damaged in transit or has a manufacturing defect, and the issue is reported within 48 hours of pickup or delivery with photographic evidence.
Wrong product: the product received does not match the product ordered.
Order cancelled before fulfillment: a full refund will be issued to the original payment method.
Failed age verification at delivery: a refund will be issued less any applicable restocking and delivery fees.

Defective or recalled cannabis products may also be subject to additional return procedures required by the Ontario Cannabis Store or Health Canada. We will assist you in following those procedures where applicable.

3.3 What Is Not Eligible for Refund

Products that have been opened, used, or had their tamper-evident seal broken (except in the case of a verified manufacturing defect or recall).
Accessories that show signs of use or damage caused by the customer.
Products purchased on final-sale or clearance, unless defective.
Sales tax already remitted to government authorities (where the underlying product is non-refundable).

3.4 How to Request a Refund

To request a refund, replacement, or exchange:

Contact the fulfilling location within 48 hours of pickup or delivery.
Provide your order number, a description of the issue, and clear photos of any defect or damage (including packaging where relevant).
Do not dispose of the product or packaging until the issue is resolved; we may need to inspect or document it.

Approved refunds will be processed to the original payment method within 5–10 business days, depending on your financial institution. Cash refunds are issued in-store.

3.5 Recalls

In the event of a Health Canada or producer-issued recall, we will follow all applicable recall procedures. We will contact affected customers using the contact information provided at purchase, where required, and refund or replace recalled product as directed by the regulator or producer.

3.6 Disputes

We aim to resolve refund disputes amicably. If you are not satisfied with our response, you may contact the Ontario Ministry of Public and Business Service Delivery (Consumer Protection Ontario) or pursue any other remedy available to you under applicable law.

4. Contact for E-Commerce, Delivery & Refunds

Questions or claims relating to an online order, delivery, pickup, or refund should be directed to the fulfilling location:

Calabogie: 613-514-0493
Clarence-Rockland: 343-398-0104
Bourget: 343-374-0100

General inquiries: [email protected]