Terms of Use Policy

Our Commitment

Welcome to the Empower Simcoe Marketplace.

The Marketplace has been developed to provide individuals, families, caregivers, staff, and members of the community with a convenient and secure way to discover, register for, and purchase eligible programs, services, transportation, events, and merchandise offered by Empower Simcoe.

Our goal is to provide a Marketplace experience that is welcoming, accessible, transparent, and easy to use. These Terms of Use explain how the Marketplace operates, what you can expect from us, and what we ask of customers in return.

Together with our supporting Marketplace policies, these Terms help ensure that services are delivered fairly, responsibly, and consistently while supporting the efficient operation of programs that benefit the people and communities we serve.

Thank you for choosing Empower Simcoe.

1. Purpose

These Terms of Use establish the conditions governing access to and use of the Empower Simcoe Marketplace (“Marketplace”).

They apply to all visitors, registered users, customers, and account holders who access or use the Marketplace to browse, register for, purchase, or manage programs, services, transportation, events, merchandise, Marketplace Credits, or other offerings made available through the Marketplace.

These Terms are intended to:
• establish a clear understanding of the relationship between customers and Empower Simcoe;
• explain how Marketplace purchases and accounts are managed;
• reference additional Marketplace policies that govern specific activities;
• support a consistent, fair, and transparent customer experience; and
• protect the integrity, security, and long-term sustainability of the Marketplace.

2. Scope

These Terms apply to all use of the Empower Simcoe Marketplace, including but not limited to:
• creating or managing a Marketplace account;
• registering for programs or services;
• purchasing transportation services;
• purchasing physical merchandise;
• receiving or redeeming Marketplace Credits;
• participating in Marketplace promotions;
• communicating with Empower Simcoe through the Marketplace; and
• any future products, services, or functionality made available through the Marketplace.

Certain programs or services may have additional eligibility requirements, participation agreements, waiver forms, cancellation policies, or other conditions specific to that offering.

Where a program-specific policy differs from these Terms, the published program-specific policy will apply only to that particular program or service. In all other respects, these Terms remain in effect.

3. Acceptance of these Terms

By accessing or using the Marketplace, creating a Marketplace account, registering for a program, purchasing a product or service, or otherwise interacting with the Marketplace, you acknowledge that you have read, understood, and agree to be bound by:
• these Marketplace Terms of Use;
• the Marketplace Privacy Policy;
• the Purchased Services Cancellation & Credit Policy;
• the Shipping, Delivery & Merchandise Returns Policy; and
• any additional program-specific terms or conditions that apply to a particular purchase or registration.

If you do not agree with these Terms or any applicable Marketplace policy, you must not use the Marketplace.

Your continued use of the Marketplace following the publication of updated Terms or policies constitutes acceptance of those changes.

4. Definitions

For the purposes of these Terms, the following definitions apply.

Account
A registered customer profile used to access Marketplace services, maintain purchase history, manage Marketplace Credits, and complete future purchases.

Customer
Any individual who creates a Marketplace account, purchases products or services, registers participants, or otherwise uses the Marketplace.

A customer may be purchasing services for themselves or on behalf of another eligible participant.

Empower Simcoe
Empower Simcoe, including its authorized employees, representatives, contractors, volunteers, and approved program partners responsible for operating the Marketplace or delivering Marketplace services.

Marketplace
The Empower Simcoe Marketplace website, together with its associated systems, applications, customer accounts, payment processing, Marketplace Credits, and supporting technology used to deliver products and services.

Marketplace Credit
A non-cash credit issued to a customer’s Marketplace account that may be applied toward eligible future Marketplace purchases in accordance with the Purchased Services Cancellation & Credit Policy or other applicable Marketplace policies.

Marketplace Credits:
• are associated with the purchasing account;
• automatically apply during checkout when eligible;
• expire 365 days after the date of issue;
• are non-transferable;
• are not redeemable for cash except where required by law; and
• may only be used for eligible Marketplace purchases.

Merchandise
Physical products offered for sale through the Marketplace, including branded merchandise and other retail items.

Merchandise purchases are governed by the Shipping, Delivery & Merchandise Returns Policy.

Participant
The individual attending, receiving, or benefiting from a Purchased Service.

The Participant may or may not be the Customer.

Program Area
The Empower Simcoe department responsible for planning, delivering, and administering a Purchased Service.

Examples include Community Participation Services, Community Support Services (CSS), Family Supports, Recreation, Transportation Services, and other Empower Simcoe departments.

Purchased Service
Any registration, activity, transportation booking, event, workshop, program, support service, or other non-merchandise offering purchased through the Marketplace.

Purchased Services are governed by these Terms together with the Purchased Services Cancellation & Credit Policy and any applicable program-specific requirements.

Third-Party Service Provider
An external organization that assists Empower Simcoe in operating the Marketplace or delivering Marketplace functionality.

Examples may include payment processors, hosting providers, communication platforms, analytics providers, mapping services, accessibility tools, and other technology partners.

Use of certain Marketplace functionality may also be subject to the terms and privacy practices of those providers.

5. Eligibility

The Empower Simcoe Marketplace is available to individuals who are legally able to enter into a binding agreement and who meet any eligibility requirements associated with the products or services they wish to purchase.

Some Marketplace offerings are available to the general public, while others may be limited to specific individuals, age groups, geographic areas, funding sources, or eligibility criteria established by Empower Simcoe or an applicable funding body.

Customers are responsible for ensuring that they, or the individual they are registering, meet all published eligibility requirements before completing a purchase or registration.

Empower Simcoe reserves the right to verify eligibility at any time and may request additional information or documentation where necessary. If a customer or participant is found to be ineligible for a Purchased Service, Empower Simcoe may cancel the registration or purchase in accordance with applicable Marketplace policies.

Eligibility requirements may change from time to time as programs evolve or funding requirements are updated.

6. Marketplace Accounts

Certain Marketplace features require customers to create a Marketplace account.

Customers agree to:
• provide accurate, complete, and current registration information;
• maintain and promptly update their account information when changes occur;
• maintain the confidentiality of their login credentials;
• take reasonable steps to prevent unauthorized access to their account; and
• notify Empower Simcoe as soon as possible if they believe their account has been compromised.

Customers are responsible for all activity that occurs under their account unless unauthorized access has been reported to Empower Simcoe.

Marketplace accounts are intended for individual use and must not be shared with others. Customers may purchase services on behalf of eligible participants where permitted; however, each account remains the responsibility of the registered account holder.

Empower Simcoe reserves the right to suspend or disable an account where there is evidence of fraudulent activity, misuse of the Marketplace, repeated violations of these Terms, or other circumstances that may compromise the security or integrity of the Marketplace.

7. Marketplace Purchases

The Marketplace offers a variety of products and services that may include:
• community programs;
• recreation and leisure activities;
• transportation services;
• events and workshops;
• registrations;
• physical merchandise;
• digital products or services;
• Marketplace Credits; and
• other offerings introduced by Empower Simcoe from time to time.

Availability of products and services may vary by location, eligibility, capacity, funding, staffing, or operational requirements.

A completed purchase does not guarantee participation where additional eligibility requirements, documentation, waivers, assessments, or approvals are required before services can be delivered.

Customers are responsible for reviewing all published information relating to a product or service before completing their purchase, including program descriptions, eligibility requirements, dates, locations, fees, and any additional terms specific to that offering.

Empower Simcoe reserves the right to correct pricing errors, product descriptions, availability information, or other administrative errors at any time prior to or following the completion of a transaction. Where a correction materially affects a purchase, customers will be contacted to discuss available options.

8. Pricing and Payment

Unless otherwise stated, all prices displayed within the Marketplace are shown in Canadian dollars (CAD).

Applicable taxes will be calculated and displayed during checkout where required by law.

Payment must be successfully processed before a registration, order, or Purchased Service is confirmed unless an alternative payment arrangement has been approved by Empower Simcoe.

The Marketplace uses trusted third-party payment processors to securely process electronic payments. Empower Simcoe does not store complete payment card information within Marketplace systems.

Customers authorize Empower Simcoe and its payment service providers to process payment for purchases completed through the Marketplace.

If a payment cannot be successfully processed, Empower Simcoe may cancel the associated order, registration, or Purchased Service until payment has been successfully received.

Empower Simcoe reserves the right to refuse or cancel transactions where pricing errors, system errors, suspected fraud, duplicate orders, or other circumstances beyond its reasonable control have occurred.

9. Marketplace Credits

Marketplace Credits provide customers with a convenient way to retain the value of eligible purchases while reducing the administrative burden associated with financial refunds.

Marketplace Credits may be issued as a result of eligible cancellations, service adjustments, administrative corrections, promotional activities, customer service resolutions, or other circumstances determined by Empower Simcoe.

Unless otherwise stated:
• Marketplace Credits are issued to the purchasing account;
• Marketplace Credits expire 365 days after the date they are issued;
• Marketplace Credits are non-transferable;
• Marketplace Credits cannot be exchanged for cash except where required by law;
• Marketplace Credits may only be used toward eligible Marketplace purchases; and
• Marketplace Credits are automatically applied during checkout when an eligible balance is available.

Customers are responsible for using Marketplace Credits before their expiry date. Expired Marketplace Credits will not normally be reinstated.
Empower Simcoe reserves the right to correct Marketplace Credit balances where credits have been issued in error, obtained fraudulently, duplicated through system errors, or otherwise applied contrary to Marketplace policies.

Revision History