Terms of service

Terms & Conditions of Sale

Kagemi

Effective Date: November 6, 2026

These Terms & Conditions govern the purchase of food and related products through Kagemi's website.

By placing an order, customers acknowledge that they have had an opportunity to review these terms, including the applicable food safety notices, cancellation conditions, and delivery policies.

These terms are subject to applicable Quebec and Canadian legislation. Nothing contained herein limits or excludes any mandatory legal rights or remedies available to consumers.

1. Products and Availability

1.1. Kagemi offers freshly prepared sushi, sashimi, bento boxes, and other Japanese-inspired food products.

1.2. Products are subject to availability. Certain ingredients may vary depending on seasonal supply, supplier availability, and quality considerations.

1.3. Product photographs are provided for illustrative purposes. Natural variations in seafood colour, shape, cut, fat content, and appearance may occur.

1.4. Kagemi may make minor presentation adjustments that do not materially alter the product's composition, description, or declared allergens.

1.5. If an ingredient or product becomes unavailable and a material substitution is required, Kagemi will seek the customer's approval before proceeding.

1.6. If the customer cannot be reached within a reasonable time and a substitution cannot be approved, Kagemi may cancel and refund the affected item or order. Any remaining items will be fulfilled where reasonably possible and agreed upon.

2. Raw Seafood and Food Safety

2.1. Certain Kagemi products contain raw, cured, marinated, or partially cooked fish and seafood.

2.2. Consumption of raw or undercooked seafood carries an inherent risk of foodborne illness, including exposure to harmful microorganisms or parasites, even when appropriate food safety precautions are followed.

2.3. Raw seafood may be particularly unsuitable for pregnant individuals, young children, older adults, and people with weakened immune systems or certain underlying medical conditions.

2.4. Customers are encouraged to consider these risks before purchasing or consuming products containing raw or undercooked seafood.

2.5. Kagemi is committed to handling and preparing food in accordance with applicable Quebec food safety requirements, including appropriate temperature controls, sanitation, parasite-risk management, and traceability procedures.

2.6. Curing, marinating, or applying citrus juice does not necessarily eliminate microorganisms or parasites that may be present in raw seafood.

2.7. This notice is intended to inform customers about the inherent risks of raw seafood consumption. It does not waive or restrict Kagemi's legal responsibilities regarding food safety.

3. Allergies and Dietary Restrictions

3.1. Kagemi operates in a food preparation environment where potential allergens may be present, including fish, crustaceans, molluscs, soy, sesame, wheat, eggs, and other ingredients identified in individual product descriptions.

3.2. Shared equipment, preparation areas, utensils, and food handling processes may create a risk of allergen cross-contact.

3.3. Although reasonable precautions are taken to prevent unintended allergen cross-contact, Kagemi cannot guarantee that products are entirely free from allergens handled in the preparation environment.

3.4. Customers with food allergies, intolerances, or specific dietary requirements are strongly encouraged to contact Kagemi before ordering so that ingredient information and the possibility of safe accommodation can be assessed.

3.5. Dietary instructions entered in an order note do not constitute confirmation that a request can safely be accommodated.

3.6. Kagemi reserves the right to decline or cancel an order where a declared allergy or dietary requirement cannot be safely accommodated. In such cases, the affected order or item will be refunded.

3.7. Customers should not consume a product if they suspect it contains an ingredient to which they are allergic. They should contact Kagemi promptly for assistance.

3.8. Nothing in this section excludes Kagemi's responsibility for inaccurate ingredient information, negligent preparation, or other failures for which it is legally responsible.

4. Food Storage, Handling and Consumption

4.1. Kagemi's products are freshly prepared, perishable, and temperature-sensitive.

4.2. Customers are advised to consume sushi and sashimi as soon as reasonably possible after pickup or delivery.

4.3. Products not consumed immediately must be refrigerated promptly and maintained between 0°C and 4°C.

4.4. Raw fish and seafood dishes should be consumed within 24 hours of preparation, provided proper refrigeration has been maintained continuously. Any shorter product-specific consumption period stated on the packaging takes precedence.

4.5. Customers should not leave perishable foods unrefrigerated or exposed to excessive heat. Food that has been improperly stored, left at room temperature for an extended period, or is suspected of being unsafe should not be consumed.

4.6. Customers are responsible for following storage and consumption instructions after properly receiving their order.

4.7. Kagemi is not responsible for product deterioration resulting exclusively from improper storage, handling, or transportation by the customer after receipt, to the extent permitted by applicable law.

4.8. Kagemi remains responsible for food safety obligations relating to sourcing, preparation, packaging, storage, and delivery under its control.

5. Orders, Prices and Payment

5.1. Orders are placed through Kagemi's official website and are subject to acceptance and product availability.

5.2. Customers are responsible for reviewing product selections, quantities, delivery or pickup details, contact information, and requested service dates before submitting an order.

5.3. Prices are displayed in Canadian dollars (CAD).

5.4. Applicable GST, QST, delivery charges, and any other applicable fees are disclosed during checkout. Optional gratuities, where offered, are identified separately.

5.5. Payment must be completed using an accepted payment method before an order is processed, unless Kagemi expressly offers another arrangement.

5.6. Once an order is successfully placed and accepted, an electronic confirmation will be sent to the email address provided by the customer.

5.7. Kagemi will provide applicable receipts, invoices, and other fiscal documentation in accordance with Quebec and Canadian law.

5.8. Customers who identify an error in their order should contact Kagemi as soon as possible. Changes remain subject to the cancellation and preparation conditions outlined below.

6. Preorders, Modifications and Cancellations

6.1. Kagemi accepts advance orders for designated service dates and time windows, subject to product availability.

6.2. The applicable preorder deadline will be displayed on Kagemi's website or during the ordering process.

6.3. Customers may request cancellation or modification before the applicable preorder deadline.

6.4. Following that deadline, Kagemi may decline voluntary cancellation or modification requests because ingredient purchasing, production planning, and preparation may already be committed to the order.

6.5. Same-day orders that have entered preparation generally cannot be cancelled or modified solely due to a change of mind.

6.6. Where Kagemi voluntarily accepts a cancellation, the refund terms will be communicated to the customer.

6.7. If Kagemi is unable to fulfill an accepted order, the customer will be offered an appropriate alternative, where available, or a refund for the unfulfilled portion of the order.

6.8. Nothing in this policy restricts cancellation, refund, or other remedies available to consumers under applicable law.

7. Refunds, Replacements and Complaints

7.1. Because Kagemi's products are perishable and freshly prepared, returns and exchanges for a change of mind or personal taste preference are generally not accepted.

7.2. Customers may be entitled to a refund, replacement, or another appropriate legal remedy if:

An incorrect product is supplied.
An ordered item is missing.
An accepted order is not fulfilled.
A product is defective, unsafe, or materially inconsistent with its description.
Kagemi fails to meet an obligation for which a legal remedy is available.

7.3. Customers are encouraged to report order issues as soon as reasonably possible, preferably within two hours of receipt.

7.4. When available, customers are encouraged to provide their order number, a description of the issue, and relevant photographs of the food or packaging to assist with the investigation.

7.5. Every complaint will be reviewed according to its circumstances, including the nature of the issue, available evidence, and applicable consumer rights.

7.6. Failure to report an issue within a preferred timeframe or to provide photographs does not automatically eliminate a customer's legal rights.

7.7. Refunds will generally be returned to the original payment method, unless an alternative arrangement is agreed upon and permitted by law.

7.8. Nothing in this section limits statutory legal warranties or other mandatory consumer remedies.

8. Delivery and Contactless Drop-off

8.1. Kagemi offers delivery within designated service areas, using its own delivery personnel or authorized third-party delivery providers.

8.2. Delivery availability, fees, and the applicable scheduled or estimated delivery window are communicated during the ordering process.

8.3. Customers must provide an accurate delivery address, including any necessary apartment number, building access code, and delivery instructions.

8.4. Customers must remain reasonably reachable using the contact information provided during checkout.

8.5. Delivery windows are estimates unless expressly identified as guaranteed. Traffic, weather conditions, service disruptions, and other circumstances may affect delivery timing.

8.6. Kagemi will make reasonable efforts to meet the agreed delivery arrangements and will address material delays or failures to deliver in accordance with applicable law.

Contactless and Unattended Delivery

8.7. Because sushi and raw seafood are temperature-sensitive, customers are strongly encouraged to receive deliveries in person.

8.8. Where a customer expressly authorizes contactless delivery, the order may be left at the designated location if doing so is reasonably safe and consistent with the agreed delivery instructions.

8.9. Customers who authorize unattended delivery are responsible for retrieving the order promptly and following the recommended refrigeration and consumption instructions.

8.10. To the extent permitted by law, Kagemi is not responsible for deterioration or loss caused exclusively by unreasonable delays in retrieval or improper handling after a properly completed delivery.

8.11. Authorization for contactless delivery does not exclude responsibility for errors, unsafe handling, improper temperature control, unsuitable drop-off practices, or other failures attributable to Kagemi or its delivery providers.

Failed Deliveries

8.12. Where delivery cannot be completed due to an incorrect address, inaccessible building, or inability to contact the customer, Kagemi or its delivery provider may attempt to resolve the issue using the contact information provided.

8.13. Where the order cannot reasonably be delivered, Kagemi will review the circumstances and determine the appropriate resolution, including any applicable refund or additional delivery charge, in accordance with the law.

8.14. Kagemi remains responsible for its legal obligations to customers when delivery is performed by third-party providers.

9. Food Quality and Natural Variation

9.1. Kagemi uses seafood and other natural ingredients that may exhibit variations in colour, texture, appearance, size, fat content, and flavour.

9.2. Minor natural variations that do not materially affect food safety, quantity, quality, or conformity with the product description do not, on their own, constitute a product defect.

9.3. Product appearance and presentation may vary slightly from website photographs.

9.4. All products must nevertheless meet applicable food safety requirements and correspond substantially to their descriptions and representations.

10. Responsibility and Limitation of Liability

10.1. Kagemi is committed to complying with applicable laws and exercising reasonable care in sourcing, preparing, storing, packaging, and delivering its products.

10.2. Customers are responsible for following the storage, handling, and consumption instructions supplied with their orders.

10.3. To the extent permitted by applicable law, Kagemi is not responsible for deterioration or damage caused exclusively by customer misuse, improper storage, or mishandling after proper receipt.

10.4. Nothing in these Terms & Conditions excludes or restricts liability for bodily or moral injury, intentional or gross fault, statutory legal warranties, or any other liability that cannot legally be excluded.

10.5. Nothing in these terms limits Kagemi's legal responsibility for its own fault, including negligent food preparation, unsafe handling, inadequate storage, or failures attributable to its employees or service providers.

10.6. Customers retain all rights and remedies provided under the Civil Code of Québec, the Consumer Protection Act, and other applicable legislation.

11. Customer Service and Complaints

Kagemi aims to investigate customer concerns promptly and fairly.

Customers experiencing a problem with an order should contact Kagemi using the information below.

Customer Service Email: [Insert email address]

Business Telephone: [Insert telephone number]

Business Legal Name: [Insert exact registered legal name]

Business Address: [Insert applicable business address]

Quebec Enterprise Number (NEQ): [Insert NEQ]

Customers should provide their order number and a description of the issue when contacting Kagemi.

12. Applicable Law and Dispute Resolution

12.1. These Terms & Conditions and transactions conducted through Kagemi's website are governed by the applicable laws of Quebec and Canada.

12.2. Customers are encouraged to contact Kagemi directly to seek an amicable resolution before pursuing formal proceedings.

12.3. Nothing in these terms requires a customer to waive access to the courts, accept mandatory arbitration, or abandon any jurisdictional or procedural right available under applicable law.

12.4. Disputes may be brought before any court having jurisdiction under the applicable laws.

13. Protection of Personal Information

13.1. Kagemi collects and processes personal information necessary for operating its online ordering service, including customer names, contact details, delivery addresses, order details, and related transaction records.

13.2. Information may be shared with service providers involved in payment processing, website operation, order management, delivery, and other legitimate business functions, where appropriate and subject to applicable legal requirements.

13.3. Kagemi handles personal information in accordance with applicable Quebec privacy legislation, including the Act respecting the protection of personal information in the private sector.

13.4. Customers may consult Kagemi's separate Privacy Policy for additional details regarding the purposes of collection, the use and disclosure of information, retention practices, applicable rights, and how to contact the person responsible for personal information.

Privacy Policy: [Insert functioning link to Privacy Policy]

14. Language / Langue

These Terms & Conditions are made available in French and English.

Customers are provided access to the French version and may expressly choose to enter into the agreement in English in accordance with the Charter of the French Language.

Both language versions are intended to communicate the same terms and conditions. Nothing in this provision removes any rights available under Quebec language legislation.

Version française : [Insert functioning link to French Terms & Conditions]

15. Changes to These Terms

15.1. Kagemi may update these Terms & Conditions periodically to reflect changes in its operations, services, or applicable legal requirements.

15.2. The terms applicable to an order are those provided to the customer and accepted at the time the order is placed, subject to applicable law.

15.3. Changes to these terms will not retroactively remove or reduce the legal rights of customers in relation to previously accepted orders.