User agreement

Arrivée

This agreement is between you and Arrivée. It covers the membership you are about to pay for and nothing else.

Arrivée is a technology company. What you are buying is software: explanations of how Canadian immigration programs work, tools that check your own information against published requirements, and an assistant that answers questions.

Instaland, and the licensed representative

Arrivée works closely with Instaland, a separate immigration practice. Where your situation calls for immigration advice about your own case, or for an application to be prepared, reviewed and filed, that work is carried out by a licensed representative at Instaland — not by Arrivée.

Instaland is a separate business. It is not a parent company, a subsidiary, or another name for Arrivée.

AI-powered guidance

Your membership gives you software that uses artificial intelligence to help you understand your situation. That includes an explanation of the immigration pathway you are on and the stages it runs through, an indication of how long each stage commonly takes, a pre-check of your documents against published requirements, immigration news from official sources with AI-written summaries, and an assistant that answers common questions.

Your membership tier decides how much you may use the assistant each month. The allowance is shown in your portal and refills at the start of each calendar month. Unused allowance does not carry over.

What the tools actually check

The document pre-check compares what you give it against requirements that IRCC publishes — file formats and sizes, photograph specifications, program minimums. It tells you what does not meet a published rule.

It cannot tell you that an application will be accepted. A document that passes every check here can still be refused, and only an officer decides an application.

It is not immigration advice

Everything Arrivée provides under this agreement is general information and software. It is not immigration advice about your own case, and paying for a membership does not make Arrivée your representative.

Under Canadian law, only an authorised representative may advise or represent you in connection with an immigration application for a fee. Where you need that, it is provided by the licensed representative at Instaland under a separate agreement.

A separate written agreement is required for representation

Before any licensed representative begins immigration consulting work for you, you will sign a written service agreement with that representative. This document is not that agreement and cannot take its place.

That agreement is required by the College of Immigration and Citizenship Consultants, the federal regulator, and it contains terms this one does not — including the College’s role, how to complain to the College, and what happens to your file if your representative becomes unable to continue.

No promises about outcomes

Nothing in this membership is a promise that any application will be approved, or that it will be decided within any period of time. Processing times are published by IRCC, change often, and are outside anyone’s control.

Arrivée is not part of, and has no relationship with, the Government of Canada.

It can be wrong

The assistant and the summaries are generated by an AI model. They can be incomplete, out of date, or simply wrong, and they can be confidently wrong.

Treat anything the assistant tells you as a starting point to check, not as a decision to act on. Where something matters, confirm it against IRCC’s own pages — which the tools link to — or ask your representative.

Where it runs

The AI services run on infrastructure located in Canada. Your questions and the answers are stored in Canada with the rest of your account.

Your conversations are kept so you can return to them, and are visible to Arrivée and to your representative. Do not paste anything into the assistant that you would not want either to read.

The information you give

The tools work on what you enter. If a date, a score or a credential is wrong, the answer will be wrong, and neither Arrivée nor your representative can be responsible for a decision you make on it.

You confirm that the information and documents you provide are your own and are accurate.

Your account

Keep your sign-in details to yourself. A membership is for one person, and the allowance is counted against your account.

Tell us promptly if you think somebody else has access to your account.

What you pay

The price of each membership is shown on the membership page before you pay, in Canadian dollars, and applicable taxes are added.

Any fee for work carried out by a licensed representative is separate from this membership, is agreed in that representative’s own written service agreement, and is not included here.

Cancelling

You may cancel at any time from your portal or by writing to us. Cancelling stops any future charge and leaves your access in place until the end of the period you have paid for.

If a service has not been delivered, tell us and we will put it right or refund it. Work already delivered is not refundable.

If we change the price or what is included

We will tell you before a change takes effect, and you may cancel rather than accept it.

Where it is held

Your account, your documents and your conversations are stored in Canada. Our privacy page explains what is collected and how long it is kept.

Your documents are visible to Arrivée and to the licensed representative working with you. They are not sold, and they are not shared with anyone else except where the law requires it.

Deleting it

You may delete a document from your portal at any time, and you may ask us to close your account and delete your information. Some records may have to be kept where a professional or legal obligation requires it.

What Arrivée is responsible for

Arrivée is responsible for providing the software described above with reasonable care and skill. It is not responsible for the outcome of any immigration application, for a decision made by IRCC or any other authority, or for a decision you make on the basis of general information.

Where Arrivée is found responsible for a loss, its responsibility is limited to the amount you paid for your membership in the twelve months before the loss. Nothing in this agreement limits responsibility for anything that cannot be limited by law.

Professional services

Work carried out by a licensed representative is that representative’s responsibility, under their own agreement with you and under the rules of their regulator. A complaint about that work is made to the College of Immigration and Citizenship Consultants.

Changes to this agreement

If we change this agreement we will publish the new version with a new date and tell members before it takes effect. The version you accepted is recorded with your account.

Which law applies

This agreement is governed by the laws of the Province of Ontario and the laws of Canada that apply there.

Nothing in this agreement takes away a right you have under consumer protection law that cannot be given up.