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Tagnook Recovery & Reward Program Terms

Business: 1001064988 Ontario Inc., carrying on business as Tagnook ("Tagnook", "we", "us", "our") Version: 1.0 Effective: August 12, 2026 Last updated: August 12, 2026 Contact: support@tagnook.com

These Recovery & Reward Program Terms ("Terms") govern the Tagnook lost-and-found recovery service and the reward program. They apply to two kinds of people:

  • an Owner — the customer who registered a Tagnook tag to an item; and
  • a Finder — any member of the public who scans a tag or reports a found item that carries a Tagnook tag.

By registering a tag, marking an item lost, scanning a tag, or sending a message through the recovery service, you agree to these Terms. If you do not agree, please do not use the recovery or reward features. These Terms sit alongside our Terms of Service and Privacy Policy; where the subject matter overlaps, those documents also apply, and where there is a direct conflict about recovery or rewards, these Terms control.

If you or a child are in immediate danger, call 911 first. Tagnook is not an emergency service. Contact us afterward at support@tagnook.com so we can help with anything on our side.

1. What the recovery service is — and what it is not

Tagnook gives an item a small tag carrying an opaque code. When someone finds the item and scans the tag or visits the finder page, the Service offers them a private, contact-free way to reach the item's owner, so the item has a real chance of coming home.

1.1 The tag is a passive label. It cannot track anyone. A Tagnook tag is a printed QR code and/or a passive NFC label. It has no battery, no GPS, no beacon, no radio of its own and no live location. It does nothing at all until a person physically holds a phone to it and chooses to scan it. It cannot be used to follow, locate or monitor a person — including your own child — and we will never build it to do that. This is a deliberate design choice, not a limitation we are working around.

1.2 What the Service does not include. So there is no doubt about what you are getting:

  • The Service does not send SMS or text messages. We notify you by email only.
  • The Service does not include photo upload. A finder cannot attach a photo.
  • The Service does not include finder location sharing. A finder cannot share their location with you through the Service, and we do not collect a finder's GPS or device location.
  • The Service does not offer a private or encrypted owner vault, and no part of the Service is zero-knowledge or end-to-end encrypted. Relay messages are recorded and readable by us (see §3).
  • The Service does not pay any live finder reward in money. Rewards are Tagnook store credit only, on the terms in §6.

1.3 The Service is not, and is not a substitute for:

  • a GPS, location-tracking, RFID or real-time monitoring service;
  • insurance, a warranty, or any guarantee against loss, theft or damage;
  • a security, alarm, or safety-monitoring service;
  • a child-safety, emergency or medical device;
  • a lost-and-found custodian — we never take physical possession of your item.

1.4 Not a child-safety device. Tagnook helps a found item get back to you. It does not help you find a person. It will not tell you where your child is, it cannot be pinged, and it raises no alert. If a child is missing or in danger, call 911 immediately. Do not wait for a scan, do not rely on the Service, and do not treat the absence of a scan as information of any kind.

1.5 No guarantee of recovery. We do not guarantee that any lost item will be found or returned. Recovery depends entirely on a stranger choosing to help, and on circumstances outside our control. Any figures, examples or descriptions of how the Service works are illustrative of the general design, not a promise of any particular outcome for you.

1.6 Canada only. The recovery and reward features are offered to customers in Canada. All amounts in these Terms are in Canadian dollars (CAD).

2. Owner privacy is built in

The recovery service is designed so that a finder can help without ever seeing who you are or where you live.

2.1 No personal information is printed on the tag. The tag carries only a random, non-guessable code. Your name, address, phone number and email are never on the physical tag.

2.2 Contact is relayed, not revealed. When a finder sends you a message through the Service, it travels through Tagnook. Neither you nor the finder sees the other's email address, phone number or identity unless one of you chooses to share it in a message. You can respond, or not, on your own terms.

2.3 You control what a finder sees. The finder page shows only the minimal fields you choose to make visible. By default it shows essentially nothing that identifies a person. Your surname, contact information, home address, serial numbers, private notes and any exact reward amount are never shown to a finder.

2.4 Children's names. We never ask you for a child's name for recovery. The name printed on a label is not copied into the recovery record. You can optionally set a display name for an item; we ask you not to use a child's name, and if you flag an item as a child's, any display name is removed from the finder page automatically. Please choose something like "blue lunch bag" or "Grade 2 backpack" rather than a name.

2.5 Where your data lives. Recovery data is stored in Canada (AWS region ca-central-1) and is minimized to what the Service needs. Please note that Shopify is our order and customer system of record, and Shopify may store order data outside Canada, including in the United States. Our Privacy Policy is the authoritative statement of what we collect, why, how long we keep it and your rights.

2.6 Cookies. Our storefront and finder pages use only strictly-necessary cookies — the ones that make a cart, a login or a form submission work. We do not run advertising cookies or cross-site tracking pixels. You can control or clear cookies through your browser settings.

3. The relay is recorded — please read this before you send anything

So that a stranger-to-stranger channel attached to a family's belongings can be kept safe, messages sent through the relay are recorded, may be monitored and moderated, and are retained. They are always visible to the item's owner, and they may be produced in response to a lawful request (for example a court order or a legitimate law-enforcement request).

The relay is not private and not end-to-end encrypted. This applies equally to owners and to finders. Please do not send anything through the relay you would not want recorded, retained, read by the item's owner, or lawfully produced. Do not send financial details, identity documents, passwords, or sensitive personal information about anyone.

We retain relay message content for a limited period (currently about 90 days) and safety and audit records for roughly 24 months, except where a legal hold requires us to preserve them longer. Our Privacy Policy governs retention and may set out exceptions.

4. Tag activation and ownership

4.1 Only the rightful owner activates a tag. Almost every activation is exactly what it looks like — a parent setting up the tags they just bought. Because a tag is the key to a private contact channel, we still have to be strict about who holds that key. Only the person who purchased a tag, or someone they authorise, may activate, register or claim it. By activating a tag you confirm that you are the rightful owner of, or are authorised to register, the tagged item, and that the contact information you provide is accurate and yours to use.

4.2 Scanning is not claiming. A tag cannot be claimed simply by scanning it. Finding, holding or scanning a tag gives no one any right to it, and there is no path in the Service by which a finder becomes the registered owner of someone else's tag.

4.3 What is prohibited. The following are prohibited and are treated as tag or activation fraud:

  • activating, registering or claiming a tag you did not buy and do not control;
  • claiming or attempting to take over another person's tag or item record;
  • bulk-activating tags for resale, or activating tags you intend to sell on as "pre-registered";
  • scanning tags, or submitting finder reports, in order to harvest owner contact details, test our systems, or map who owns what;
  • providing false ownership or contact information at activation.

4.4 What we may do about it. Where we reasonably suspect tag or activation fraud, we may refuse, suspend or reverse an activation or registration, deactivate the tag, suspend or close the account, and withhold or cancel any related reward credit. A tag voided for activation fraud is not refunded. We may also report conduct we believe to be unlawful to the police. Every such decision involves human review and you may appeal it under §12.

4.5 One account per person. Please keep one account, use accurate information, and keep your sign-in credentials to yourself. You are responsible for activity under your account, except to the extent it results from our own failure to maintain reasonable security. Tell us promptly at support@tagnook.com if you think your account has been accessed without authorisation.

5. Transferring, releasing and deactivating a tag

Items get outgrown, handed down, sold and donated. When an item leaves your household, release the tag. This is important: until you do, a scan of that tag continues to reach you, which means a stranger holding an item you no longer own can open a message channel to your household.

5.1 Release it yourself. You can release a tag from your account at any time. Releasing a tag unlinks it from you and from your item record: it stops resolving to you, your item details and display name are removed from the finder page, and future scans show only the neutral page described in §5.4. Release is the correct action before you sell, gift, donate or discard a tagged item — do it before the item leaves your hands.

5.2 Release by email. If you cannot access your account — you have sold the item already, changed email addresses, or something has gone wrong — email support@tagnook.com and ask us to release the tag. Tell us the tag code and enough for us to confirm you are the registered owner. We will release it for you.

5.3 A released tag is not transferred to the new holder. Releasing a tag does not pass your account, your history or your recovery record to anyone. A released tag returns to an unregistered state; whether it can be activated again by a new owner depends on the product, and we will tell you when you ask. We do not transfer one person's recovery record to another person under any circumstances, because that record is personal information.

5.4 What a finder sees on a tag that is not registered. If a tag has been deactivated, released, or was never registered, a finder who scans it sees a neutral page saying the tag is not currently registered, with general guidance on returning found property. It never shows the previous owner's information, their item details, their display name or any trace that a particular person once held it. The finder cannot message anyone through that tag, and — as in §4.2 — cannot claim it by scanning it.

5.5 Closing your account deactivates your tags. Because a tag is a physical product tied to your account, deleting your account or a registered tag deactivates it: a scan will no longer reach you and the relay for that item stops working. Please release or reassign anything you still rely on before you close your account. We may retain a limited amount of information after deletion where law, security or fraud-prevention requires it, as described in our Privacy Policy.

6. The reward — Tagnook store credit, never cash from us

Most people return a found item because it is the decent thing to do. The reward exists to say thank you, not to buy a return.

6.1 Rewards are voluntary. Neither Tagnook nor any owner is obligated to offer or provide a reward. Returning a found item must never be conditioned on payment (see §8.1).

6.2 A Tagnook reward is closed-loop store credit. Any reward Tagnook itself provides is issued as store credit redeemable only at Tagnook. Store credit and reward credit:

  • never expire;
  • are never redeemable for cash and cannot be exchanged, assigned or withdrawn for cash;
  • are not transferable by the holder;
  • are not refundable;
  • can be used only toward Tagnook products, and carry no fees.

Tagnook does not pay cash rewards and does not operate any money-transfer, remittance, escrow or payment service. We do not hold, route, or take a cut of anyone's money. The Service does not include any live finder payout in money.

6.3 If your account is closed. If you close your account, any unused store credit or reward credit is cancelled and is not paid out in cash — please spend it first. If we close or suspend your account for fraud or abuse under these Terms, unused credit is forfeited. If we close your account for any other reason, or if we discontinue the recovery service under §11, we will honour credit you already hold for at least 180 days from the date we notify you.

6.4 Published reward limits. These limits are binding terms of the program. We publish them so you always know exactly where you stand:

Limit Amount
Tagnook-funded thank-you credit maximum CAD $10 per confirmed return
Rewards per tag one reward per tag in any 180-day period
Rewards generated by one owner's tags maximum 5 in any 365 days
Rewards to any one finder maximum 3 in any 365 days
Review period before a reward is issued 3 days — rewards are not instant
Owner-funded reward offer maximum CAD $500 per offer
Owner-funded rewards in any 24 hours maximum CAD $2,000 funded

6.5 When credit is issued. A Tagnook store-credit reward is issued only after the owner confirms a genuine, safe return — never merely because a tag was scanned — and only after the 3-day review period in §6.4. To receive credit, a finder may be asked for an email address so we can send it; we store that address in a protected form.

6.6 Owner-funded rewards. An owner may choose to fund a larger thank-you by purchasing Tagnook store credit and having us deliver it to a finder on a confirmed return. If you do:

  • It is a completed purchase, not a deposit we hold for you. You are buying your own Tagnook store credit in an ordinary sale. We do not escrow or route your money to anyone; the finder receives store credit from us, never your funds.
  • The purchase is non-refundable and does not convert back to cash. We tell you this before you pay.
  • The credit is delivered only after you confirm a genuine, safe return. Until then the offered amount is simply set aside from your own credit balance so it cannot be spent twice.
  • If the item is not returned, you cancel, or the offer expires, the set-aside amount returns to your own balance — yours to spend at Tagnook. It is never paid out as cash and never refunded to your card.
  • The CAD $500 per offer and CAD $2,000 per 24 hours limits in §6.4 apply.
  • You cannot offer a reward to yourself, to a member of your household, or to anyone acting in concert with you.

6.7 Taxes. Any tax consequences of receiving a reward are the recipient's own responsibility.

7. Reward integrity — how we protect an honest program

Almost every reward we issue goes to someone who did a kind thing for a stranger. A small number of people try to game any reward system, and if we let them, the program stops being affordable and honest finders lose it. So the following applies.

7.1 What counts as reward fraud. Any of the following is prohibited:

  • reporting an item as "found" when it was never lost, or was never in your possession;
  • collusion between an owner and a finder to generate credit;
  • self-returns — reporting your own item, or an item held by your household, as found by you or on your behalf;
  • inflating or misstating a claim, or confirming a return that did not happen;
  • farming rewards across multiple accounts, tags, email addresses or identities, or circumventing any limit in §6.4;
  • creating additional accounts to reset a limit.

7.2 What we may do. Where we reasonably suspect reward fraud, we may decline, withhold, reverse or cancel reward credit (including credit already issued), suspend the reward feature for an account, suspend or close the account, and deactivate associated tags. We may recover the value of credit obtained by fraud.

7.3 Why the 3-day review period exists. The 3-day period in §6.4 is there precisely so a suspicious pattern can be looked at before credit goes out, rather than clawed back afterwards. It is not a delay for its own sake.

7.4 A human decides, and you can appeal. Any decision to decline, withhold, reverse or cancel a reward involves human judgment, not solely automated processing. If you believe a decision was wrong, email support@tagnook.com and ask us to review it. Tell us what happened; we will look again and give you our answer in writing.

8. Finder conduct and safety

Because many items carrying a Tagnook tag belong to children, safety comes first. If you have found an item — thank you. Please follow these rules.

8.1 No ransom, no withholding. Finding an item does not entitle you to a reward. You may not withhold a found item, or condition its return, on receiving money or anything of value. Demanding payment to return someone's property may be a criminal offence. Please return found items freely; a reward is a voluntary thank-you, never a fee that is owed.

8.2 No in-person meetings — especially for a child's item. We strongly recommend against arranging any in-person meeting to hand over an item. Use a no-contact return instead: mail it back, or drop it at a staffed lost-and-found such as a school office, transit office, library, or store. Do not go to, or invite anyone to, a private address, and never involve a child in arranging a return or a reward. In-person handoff for a child's item is not supported.

8.3 Protect everyone's privacy. Do not publicly post, share, or demand personal details about an owner, a finder, or a child — including names, photos, home address, school, or location. Use only the contact method the Service provides.

8.4 Contact the authorities where appropriate. If an item appears valuable, if you believe it may be lost or stolen, or if anything feels unsafe, contact your local police or the relevant lost-and-found or transit authority. In many places the law requires found property to be reported or handed in. If anyone is in immediate danger, call 911.

8.5 If the finder is a child. The most likely person to find a child's lost lunch bag at school is another child, and we would rather that child be safe than compliant. If you are under the age of majority in your province or territory:

  • Please do not use the relay to message a stranger. Give the item to a trusted adult instead — a teacher, an office staff member, a coach, a parent, or a librarian — and let them handle it. That is the best outcome for everyone, and it is what we would want for our own kids.
  • Never arrange a meeting, a handover, or a payment, and never agree to meet anyone who contacted you about a found item.
  • Never share your name, school, address, phone number, photo or social media through the Service or with anyone who contacts you about an item.
  • There is no reward for you. Rewards and any arrangements are for adults only (§8.6), so there is nothing to be gained by handling this yourself.
  • If an adult you do not know pressures you, asks to meet you, asks for personal details, or makes you uncomfortable, tell a trusted adult right away. If you feel unsafe or someone is in danger, call 911.

8.6 Adults only for arrangements. Returns, meetings, rewards and reward credit are for adults — 18 or older, or the age of majority in your province or territory if it is higher. We do not knowingly collect personal information from a child. If you believe a child has provided us personal information, contact us at support@tagnook.com and we will delete it.

8.7 Owners: the account holder is the responsible adult. An adult account holder registers the item, holds the account, and controls what is shown about it. Where an item belongs to a child, any information about that child is provided by the responsible adult, not collected from the child.

9. Relay abuse — keeping a stranger-to-stranger channel safe

The relay exists for one purpose: arranging the return of a found item. The overwhelming majority of messages are two sentences and a "no problem, glad to help". The rules below exist for the rare message that is not.

9.1 Prohibited use of the relay. You must not use the relay to:

  • harass, threaten, intimidate, stalk or abuse anyone;
  • extort — including any variation of "pay me and I'll return it";
  • run a scam, phishing attempt, or any attempt to obtain money, payment details, credentials or identity documents;
  • send spam, advertising, solicitations or bulk messages;
  • harvest, guess at, or attempt to extract an owner's or finder's contact details, address, workplace, school or identity under false pretences;
  • impersonate another person, a school, a business, a police service or Tagnook;
  • send unlawful, hateful, obscene, sexual, defamatory or infringing content, or content sexualising or endangering a child;
  • contact anyone outside the Service after learning of them through it, where they have not invited that contact.

9.2 What we may do. To keep people safe, we may read, moderate, retain, remove, refuse to relay, and disclose relay messages, and we may block a sender, suspend return access on a tag, suspend or close an account, and report conduct to the police. We may disclose relay content and related records in response to a lawful request, or where we believe in good faith it is necessary to prevent harm. None of this creates an obligation on us to monitor everything.

9.3 How to report it — please tell us. If you or a child are in immediate danger, call 911 first. Then, or in any non-urgent case, report it to support@tagnook.com. Include the tag code if you have it, roughly when it happened, and what was said. We read every report from a real person. We will investigate, and where a report is well-founded we will act — blocking, suspending, or reporting onward as the situation requires. You do not need an account to report abuse.

9.4 Child sexual abuse material — zero tolerance. Child sexual abuse material (CSAM), and any content that sexually exploits or endangers a child, are prohibited without exception. Where we become aware of apparent CSAM or other seriously illegal content, we may preserve it and report it to the appropriate authorities, including Cybertip.ca (<https://www.cybertip.ca>) and/or law enforcement, as our legal obligations require. Nothing in these Terms limits those obligations. If you encounter suspected CSAM or a situation of imminent harm, call 911 or contact local law enforcement and report to Cybertip.ca.

9.5 Human review and appeal. If we block you, suspend return access on a tag, or remove a message, a human made or reviewed that decision. If you think we got it wrong, email support@tagnook.com and ask us to review it. We will look again and answer you.

10. Resale, commercial use and system misuse

10.1 Personal use. The recovery service is licensed to you for personal or family use, and for the use of an organisation we have supplied directly. Schools, daycares, camps, teams and other organisations are welcome — please contact sales@tagnook.com so we can set you up properly.

10.2 No resale without a written agreement. You may not resell Tagnook tags or labels, resell or sublicense recovery-service capacity, or use our store as a supply channel for a competing lost-and-found service, without a written agreement with us. Selling a used personal item that happens to carry a tag is fine — please just release the tag first (§5).

10.3 System misuse. You must not scrape or crawl the Service; use bots or automated ordering; create accounts in bulk; enumerate, guess at or probe tag identifiers; conduct penetration testing or vulnerability scanning without our written permission; reverse-engineer the Service; circumvent rate limits or access controls; or otherwise interfere with the Service or the people using it. If you believe you have found a security vulnerability, we would genuinely like to hear about it — email support@tagnook.com and tell us before you tell anyone else.

10.4 What we may do. Where we reasonably suspect a breach of this section, we may refuse or cancel an order, suspend or close an account, deactivate tags, and refuse further service. Where we cancel something you have paid for and not yet received, we refund it.

11. Service term and wind-down

11.1 How long the recovery service lasts. We provide the recovery service for as long as we operate it, and for a minimum of five (5) years from the activation of your tag. There is no subscription and no renewal fee — recovery is included in the price of the tag.

11.2 If we ever discontinue it. We do not intend to, but if we discontinue the recovery service:

  • we will give you at least 180 days' notice by email;
  • your tags keep resolving throughout the notice period, so nothing goes dark on you without warning;
  • you will be able to export your records before the service ends; and
  • we will refund the recovery-enabled portion of the price of any tag activated in the 12 months before the notice.

12. Fairness, review and appeals

We would rather fix a problem than close an account.

12.1 Human review. Every decision under these Terms that affects you — declining or reversing a reward, voiding a tag, blocking a sender, suspending or closing an account — involves human judgment and is not made solely by automated processing.

12.2 Appeal. If you believe a decision was made in error, email support@tagnook.com. Set out what happened and anything we may have missed. We will review it, and we will give you an answer. Where we were wrong, we will reverse the decision and restore what was affected.

12.3 Proportionality. We aim to act proportionately: a warning or a single blocked message before a suspension, and a suspension before a closure, unless the conduct is serious — fraud, extortion, threats, or anything involving a child's safety — in which case we act immediately.

13. We are a neutral connector — not a party to your dealings

13.1 Not a party. Tagnook provides a tool that helps a finder reach an item's owner. We are not a party to, and take no responsibility for, any communication, arrangement, meeting, return or payment between an owner and a finder. Any dealings between them are at their own risk and discretion.

13.2 We do not adjudicate disputes. Tagnook does not mediate, arbitrate, verify ownership of an item, or resolve disputes between owners and finders — including disagreements about rewards, an item's condition, or who owns it. For anything unresolved, contact your local police or the relevant lost-and-found authority.

14. Suspension, deactivation and our right to refuse service

We want to say this plainly, because it is easy to write a clause like this in a way that sounds like we expect the worst of you. We do not. This exists for the small number of cases where someone is deliberately abusing a service built around children's belongings.

14.1 What we may do. We may refuse or cancel an order, refuse service, suspend or close an account, and deactivate tags, where we reasonably suspect fraud, abuse, tag or activation fraud (§4), relay abuse (§9), reward fraud (§7), resale in breach of §10, chargeback abuse, or another breach of these Terms.

14.2 Refunds when we do. Where we cancel or refuse something you have paid for and not yet received, we refund it. The exceptions are a tag voided for activation fraud (§4.4) and credit forfeited for fraud (§6.3).

14.3 Notice. Where it is practical and appropriate, we tell you what happened and why, and §12 gives you a route to appeal.

15. Your promises to us, and indemnity

15.1 Your promises. You confirm that you are the rightful owner of, or authorised to register, each item and tag you add; that the information you give us is accurate; that any display name, note or text you submit is yours to use and does not infringe anyone's rights or any law; and that you will use the Service lawfully and in line with these Terms.

15.2 Indemnity. To the extent permitted by law, you agree to cover us for claims, losses and reasonable costs (including legal fees) that arise from your breach of these Terms, your unlawful use of the Service, the content you submit, or any dealing between you and another user — including any return, meeting or payment. This does not apply to the extent a claim results from our own breach or wrongdoing.

16. Limitation of liability and assumption of risk

To the fullest extent permitted by applicable law:

  • The recovery and reward features are provided on an "as is" and "as available" basis, without warranties of any kind, express or implied, including any implied warranty of merchantability or fitness for a particular purpose.
  • You use the contact and reward features at your own risk. Tagnook is not liable for the conduct of any owner or finder; for any reward, or failure to provide one; for any item that is not recovered, is damaged, or is delayed; or for any loss, harm or dispute arising from owner–finder dealings.
  • Our total aggregate liability arising out of or relating to the recovery and reward features will not exceed the greater of (a) the amount you paid Tagnook for the product or service giving rise to the claim in the 12 months before the event, or (b) CAD $50. This is consistent with the cap in our Terms of Service and does not stack with it.
  • Consumer-law carve-out. Nothing in these Terms excludes or limits any liability, right or remedy that cannot lawfully be excluded — including under Canadian and Québec consumer-protection legislation, and specifically Québec's Consumer Protection Act — or liability for fraud, or for death or personal injury caused by our negligence. Those protections continue to apply to you regardless of anything in this section, and where a limitation here is not permitted by law, it does not apply to you.

17. Governing law and where disputes are heard

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there, without regard to conflict-of-laws rules. Before starting formal proceedings, please contact us at support@tagnook.com and give us a fair chance to resolve things — most issues are settled that way. Venue for any proceeding is Toronto, Ontario.

Nothing in this section prevents you from bringing proceedings in the courts of the province or territory where you live. If you live in Québec, you may bring proceedings in Québec, and nothing here waives any right you have to participate in a class action or any right you have under Québec's Consumer Protection Act.

18. Changes to these Terms

We may update these Terms from time to time. Changes take effect when we post the updated version, and we will update the version and "Last updated" date above. Where a change is material we will give notice, and where a change materially reduces what you receive, §11 governs any discontinuation of the recovery service itself. Your continued use of the recovery or reward features after an update means you accept the revised Terms.

19. Contact

  • Recovery, rewards, abuse reports, privacy requests and everything else: support@tagnook.com
  • Schools, daycares, camps, teams, wholesale and bulk: sales@tagnook.com
  • Privacy: the Privacy Officer, Tagnook — support@tagnook.com

Registered business address: 226 Kinloch Court, Nepean, Ontario K2J 5S9, Canada Telephone: 1 (613) 262-8136

If you or a child are in immediate danger, call 911 first.