Terms & Conditions

CASHLIB Canada Terms of Use

English version • V1 • 12 October 2026

These Terms govern the purchase and personal use in Canada of CASHLIB vouchers issued by Loonie Pay LTD. They explain where vouchers can be used, how provincial expiry and fee rules apply, and how to obtain support or a refund. Mandatory consumer rights prevail over these Terms. Read them before purchase. By purchasing or using a Voucher after these Terms have been made available to you, you agree to them, subject to mandatory law.

1. Issuer and regulatory information

Loonie Pay LTD (the “Issuer”, “we”, “us” or “our”) issues CASHLIB vouchers in Canada and is responsible for their administration and refunds under these Terms. Registered office and postal complaints address: LOONIE PAY LTD, 700 West Georgia str., Vancouver, British Columbia BC V7Y 1C6, Canada.

Loonie Pay LTD is registered with FINTRAC as a Money Services Business under number C10001572. FINTRAC registration is not a licence, approval or endorsement of Loonie Pay LTD or CASHLIB. As at the revision date, Loonie Pay LTD is not registered with the Bank of Canada as a payment service provider under the Retail Payment Activities Act (“RPAA”). This statement does not establish an exemption from the RPAA or limit any applicable legal obligations.

CASHLIB is designed for use only within the contractual network of Participating Merchants described below. It is not a bank deposit, does not earn interest and is not represented as an insured deposit. These Terms do not promise statutory safeguarding or deposit insurance.

2. Meaning of the main terms

“Voucher” or “Credit” means a non-reloadable CASHLIB voucher denominated in Canadian dollars (“CAD”), with a face value, a 16-digit redemption code (“PIN”) and a separate serial number (“Voucher Number”). “Holder” or “you” means the consumer who lawfully holds the Voucher.

“Participating Merchant” means a merchant under an agreement with the Issuer to accept Vouchers within the CASHLIB merchant network. “Eligible Services” means the digital goods and online services we approve for that merchant, subject to section 4. “Approved Distributor” means a retailer or online platform we authorise to sell Vouchers.

“Province of Issue” means the province or territory of the physical point of sale for an in-store purchase. For an online purchase, it means the purchaser’s province or territory of ordinary residence declared at checkout and recorded when the Voucher is issued. The Issuer’s registered office, server location or distributor head office does not determine this province.

3. Buying and holding Vouchers

Buy only from www.cashlib.com or an Approved Distributor. The face value, price, Province of Issue and any applicable expiry date and fees must be disclosed before purchase and supplied with your Voucher or purchase confirmation. Keep your proof of purchase and Voucher Number.

For personal use, the product limits are five Vouchers purchased per person per day, a maximum face value of CAD 200 per Voucher and a maximum aggregate outstanding balance of CAD 1,000 per Holder. These are product controls, not statutory identification thresholds. Do not evade limits by using different distributors or splitting transactions.

Vouchers may be purchased as gifts before first use. They may not be resold, traded, pledged or used for commercial transfers. Possession of a PIN obtained by theft or fraud does not confer lawful ownership. A suspected breach may lead to suspension and investigation under section 8; it does not automatically forfeit a lawful balance.

4. Using your Voucher

Enter your PIN only on an authorised Participating Merchant’s checkout page. Validation authorises the stated debit. Partial use leaves the unused balance on the Voucher under the same expiry and fee rules. Combining Vouchers is subject to the limits displayed before you confirm the transaction. Voucher use normally does not require a CASHLIB account, but identification may be requested under section 8.

You may use a Voucher only for Eligible Services offered by a Participating Merchant legally authorised to provide those services in the province or territory where you use them. You must satisfy the applicable age, location, identification and service-specific requirements, as well as the merchant’s terms. Merchant acceptance does not guarantee that all of its services are available or lawful in every province or territory.

Where a Participating Merchant permits a Voucher to fund a customer account, the credited value may be used only for that merchant’s Eligible Services, subject to its terms and applicable law. The account must not be used to circumvent restrictions on cash withdrawals, transfers or other prohibited uses of the Voucher. Any lawful payment or withdrawal from the merchant is handled by that merchant under its own terms and applicable law, independently of the Voucher.

Vouchers cannot be used for person-to-person or merchant-to-merchant transfers, general retail purchases outside the network, financial investments, cryptocurrency, other prepaid instruments, unlawful activities or services we have not approved. No general cash withdrawal facility is provided. This does not prevent refunds under section 6 or rights required by law.

The current merchant network and service availability are shown on www.cashlib.com. We may add or remove merchants, but cannot retrospectively extinguish a lawful unused balance. If no practical eligible use remains available, contact us for a refund without a processing fee, subject to lawful verification.

5. Provincial expiry and inactivity fees

The Province of Issue determines the initial expiry and fee profile recorded for your Voucher. Mandatory laws of another province or territory, including those protecting you as a resident, continue to apply where legally required. An incorrect or missing province must not cause prohibited fees or expiry; contact us to correct the record.

Where applicable law permits it and the profile is disclosed before purchase, the standard commercial profile is a 12-month initial PIN validity period from purchase, followed by an inactivity fee of CAD 5 per month. The first deduction occurs no earlier than the first monthly anniversary after the 12-month period, or any later date required by law. No separate lump-sum expiry fee is charged.

These charges are not automatic across Canada. If the applicable law prohibits inactivity fees, the charge is CAD 0. If it requires a lower amount, longer waiting period, notice, extension or other condition, only the disclosed compliant profile applies. Unless a lawful profile has been specified before purchase, there is no balance expiry and no inactivity fee.

A technical PIN expiry does not itself cancel the balance. Where expiry of the prepaid value is prohibited, your unused balance remains available and any necessary PIN renewal or replacement is free. If no technical expiry is legally permitted, no expiry date applies. Where technical expiry is allowed, support can renew the PIN or process a refund; any lawful inactivity fees may continue until use or refund.

A permitted fee cannot exceed the available balance or create a debt, and stops when that balance is zero. No fee accrues during a suspension attributable to us, an unresolved support request to renew an expired PIN, or a refund request awaiting our processing. We will correct and restore any amount deducted contrary to applicable law.

6. Refunds

You may request a refund of an unused balance by contacting support.ca@cashlib.com with the Voucher Number and proof of purchase where needed to establish entitlement. Do not email the PIN. We will provide a secure method if further voucher credentials are necessary. A refund cancels the refunded value.

Requests submitted within 15 calendar days after issue are free. For later voluntary requests, a CAD 15 processing fee per Voucher applies only if lawful and disclosed before purchase, and never exceeds the balance. No processing fee applies to a mandatory statutory refund, an error attributable to us, free technical renewal or closure of the network. Any stricter provincial rules prevail. In particular, where Québec prepaid card rules apply, a balance of CAD 5 or less is refunded on request without this processing fee.

We may require proportionate identity and ownership checks and bank details. Refunds are normally paid to a verified Canadian bank account in the lawful Holder’s name within 15 business days after receipt of the necessary information, unless a shorter statutory deadline applies. Contact us if this method is unavailable; mandatory refund rights are not conditional on holding such an account. A legally required restriction may delay payment, and we will explain its status to the extent permitted by law.

7. Security and transaction problems

Keep your PIN secret and your Voucher Number separately. We never ask you to send your PIN by ordinary email, telephone or social media. Only use it through an official checkout or secure CASHLIB process. Report loss, suspected fraud or an unconfirmed debit promptly to support.ca@cashlib.com, with the Voucher Number, merchant, date and amount. You may check your balance through the official CASHLIB website or ask support using your Voucher Number.

We will investigate and seek to block unused value where possible. Replacement may require proof of entitlement and verification. Recovery cannot be guaranteed for a PIN already used by a third party. Your statutory rights and our responsibility for our own errors or security failures remain unaffected. Confirmed debit errors will be corrected. Disputes about the merchant’s service should also be raised with that merchant; this does not exclude claims you may lawfully have against us.

8. Verification and suspension

We may request identity, age, address, proof of purchase, source of funds or transaction information where required by law or reasonably necessary to manage fraud, money laundering, sanctions or product limits. We may suspend a Voucher or refuse a transaction on reasonable grounds, comply with lawful freezes and make legally required reports. We may withhold reasons only to the extent disclosure is legally restricted. We will review restrictions when grounds cease; a suspension does not itself extinguish lawful value.

9. Privacy and complaints

We process personal information under applicable privacy law and the Privacy Notice available on www.cashlib.com, which explains purposes, retention, service providers, international processing and your rights. Information is retained for applicable legal periods and as reasonably necessary for these purposes. Privacy requests: privacy.ca@cashlib.com.

Complaints: support.ca@cashlib.com or the postal address in section 1. We acknowledge receipt within five business days and aim to provide a substantive response within 30 calendar days. If delayed, we explain why and give an expected response date. You may contact the competent provincial or territorial consumer authority or privacy regulator, and pursue legal remedies. These Terms do not restrict access to regulators or courts.

10. Liability and interruptions

We remain responsible for performing our obligations with reasonable care. To the extent permitted by law, compensation for direct financial loss relating to a Voucher is limited to its face value, and indirect losses are excluded. These limits do not apply to fraud, intentional misconduct, gross negligence, personal injury or any liability or remedy that cannot lawfully be limited. Mandatory Québec protections prevail.

Maintenance or events beyond reasonable control may interrupt use. We will take reasonable measures to restore service; unused value is not forfeited. Insolvency, lack of funds and failures that reasonable planning could have prevented do not excuse performance. If an interruption lasts more than 90 days, you may request a refund without a processing fee, subject to lawful restrictions.

11. Applicable law and changes

Ontario law and applicable federal Canadian law govern, subject to all mandatory consumer protections and jurisdiction rights that cannot be excluded, including Québec law where applicable. No mandatory arbitration or waiver of class proceedings is imposed. An unenforceable provision does not affect the remaining lawful provisions.

The version supplied at purchase governs your Voucher. Any change affecting existing Vouchers requires the notice and rights prescribed by applicable law; new charges or earlier expiry will not be imposed retrospectively. The French version is provided first where Québec law requires it; another language may be chosen only after delivery of the French version and the express choice required by law. The French version prevails for Québec residents; elsewhere the English version prevails, subject to mandatory law.