Terms of Service


All clients must acknowledge and agree to the following terms of service.


Service Terms

By enrolling in this program, I consent for Edmonton Meals on Wheels (EMOW) to gather client specific information, to be shared as necessary with staff and volunteers for the purposes of meal preparation, delivery, and billing.

I consent to release personal information to the contacts listed, volunteers, or others determined necessary by EMOW to provide services.

I consent to receive periodic correspondence of various formats from EMOW. This may include correspondence about orders/payments and may also include wellbeing checks.

I understand that there is a 5-meal package trial order and that if I cancel service before I receive 5-meal packages, I will be charged for the full 5 meal trial order.

I understand that fresh daily meals will be delivered between 10:30 am and 1:00 pm Monday to Friday, as scheduled by the client.  In order to maintain food safety, meals will not be left unattended. I commit to having someone present during the delivery time or contacting EMOW by 8:00am the business day prior to make alternate arrangements.

I understand that the person paying for service will be charged for the meal(s) if a delivery attempt is made and no one is available to receive the order. I understand that if a meal is not able to be delivered, it will be returned to EMOW and available for same day pick up between 2:30-4:00 pm. To ensure food safety, it will not be available after this time.

I understand that I will be charged the full meal price for short-notice cancellations. All cancellation notifications must be made by 8:00am the business day prior by calling 780-429-2020 (leave a message if there is no answer at the time of call).

I consent to an Edmonton Police Service (EPS) Welfare Check if I do not answer for delivery or subsequent calls, and if my emergency contacts cannot be reached or reach me. 

EMOW is a nut-free facility.  I understand that other food allergies cannot be accommodated due to the risk of cross contamination within the facility.  (Frozen meals labeled as ‘gluten-free’ or ‘halal’ are not produced inhouse, rather they are produced by external vendors.)


Payment Terms

Services provided by Edmonton Meals on Wheels are non-refundable.

Edmonton Meals on Wheels is a not-for-profit organization. Service costs are offset by charging a fee for food. If client payments fall more than one month (30 days) past due, the client (and alternate contacts) will be contacted to make payment arrangements.  Should repayment of outstanding balances lapse beyond 45 days, services will be paused until the balance is cleared in full. 

Should an electronic client payment be declined, payment, including repayment of NSF charges, must be received in full within 15 business days to avoid interruption in meal service.  If the payment is not made, services will be paused until the balance is paid in full. 

In the event an account is dormant for 12 months, we will attempt to contact the client and the contacts on file. If we are unable to speak with the billing contacts, any credit balance on file would be received as a donation to Edmonton Meals on Wheels. Tax receipts will be mailed for all donations above $20.


Right of Refusal

Edmonton Meals on Wheels fosters an environment of inclusion, respect, and safety. Our staff and volunteers have a right to a safe workspace. We will not tolerate aggressive or abusive behaviour of any kind and we can reserve the right to refuse service in the event of an abusive or threatening encounter.



Your acceptance of these terms is confirmed by the continuation of our services. Should you have concerns or do not agree with these terms you will need to be in contact with the team at EMOW by calling 780-429-2020 or emailing emow@mealsonwheelsedmonton.org