Claims, Loss & Damage

LastMile is operated by UCHAAPKO INC (“Company”, “we”, “us”, “our”). Registered office: 190 Beebalm Cres, Nepean, ON, K2J 7G7. Legal inquiries: [email protected]. Website: https://lastmile.express.

This Claims, Loss & Damage policy explains how to raise service issues and how we evaluate claims. It forms part of our Terms of Service.

You must notify us in writing within seven (7) calendar days of delivery (for visible damage or shortage) or within seven (7) days of the expected delivery date (for non-delivery), unless a signed B2B agreement specifies a different period.

Send claims to [email protected] with subject line “Shipment claim” and include your account name, shipment reference, pickup/delivery dates, and a detailed description with photos where applicable.

Late claims may be denied unless mandatory law requires otherwise.

Include where available:

• Tracking number or internal reference.
• Invoice or proof of value (original purchase invoice, repair estimate, or account pricing).
• Photos of outer packaging, inner packaging, and damaged goods.
• Proof of delivery record if disputing completion.
• Description of mitigation steps taken.

We will acknowledge claims within five (5) business days and investigate by reviewing POD, GPS, driver statements, and scan history. We may request inspection of goods and packaging.

Determinations are made in good faith based on available evidence. Fraudulent or exaggerated claims may be denied and may result in account termination.

Unless a higher limit is confirmed in writing before pickup, our maximum liability for loss or damage to a shipment is the greater of (a) fees paid for that shipment or (b) CAD $100.

We are not liable for indirect or consequential losses, lost profits, or spoilage of perishable goods beyond direct physical loss subject to the cap above.

Concealed damage (not noted at delivery) must be reported within seven (7) days with evidence the damage occurred in transit.

We are not liable for loss or damage caused by or related to:

• Prohibited, undeclared, or improperly packaged contents.
• Inherent vice, natural deterioration, or manufacturing defects.
• Sender-provided incorrect address or recipient instructions.
• Recipient refusal, customs seizure, or lawful inspection delays.
• Force majeure events.
• Items excluded under our Acceptable Use policy.

Higher limits require declared value and written confirmation before pickup, additional fees, and compliant packaging. We do not provide all-risk cargo insurance; maintain your own coverage where needed.

Approved claims may be remedied by refund of shipping charges, repair reimbursement up to the liability cap, or replacement cost up to the cap — at our discretion.

Settlement of a claim is full and final for that shipment unless otherwise agreed in writing.

Unresolved claims may be escalated to account management. Legal proceedings are subject to the dispute and governing law provisions in our Terms of Service.