Terms of Service

1. Acceptance of Terms

By accessing this website, submitting a booking, or using MedExpress Delivery (“we”, “us”, “our”) you agree to these Terms of Service (“Terms”). If you do not agree, do not use our services.

These Terms apply to customers, senders, recipients, and business account users.

2. Service Description

MedExpress Delivery provides courier and urgent delivery services in Nanaimo and surrounding areas, including:

• Business documents & time-sensitive parcels
• Parts & urgent business items
• Healthcare/pharmacy deliveries (where applicable and permitted)
• Lab/clinic transfers (where applicable)
• Optional cold-chain transport as an add-on service (where offered)

3. User Responsibilities

3.1 Accurate Booking Details

You must provide accurate and complete information, including pickup/drop-off addresses, contact numbers, and item details.

3.2 Packaging & Compliance

You are responsible for proper packaging and labeling. For sensitive items (including temperature-sensitive goods), you must ensure items are prepared appropriately before handoff.

3.3 Prohibited Items

You must not request delivery of prohibited or illegal items, including (non-exhaustive):

• Illegal substances or contraband
• Weapons, explosives, or hazardous materials (unless explicitly authorized in writing and lawful)
• Anything requiring permits/licenses you do not have
• Stolen goods

4. Payment Terms

4.1 Pricing

Prices depend on distance/zone, service time, urgency, and add-ons (e.g., cold-chain). Website pricing is indicative; final price may adjust if job details change.

4.2 Payment Methods

• Card payments (credit/debit) via our payment provider
• Approved business accounts (invoice terms as agreed)

4.3 Cancellations & Refunds

• Cancelled before pickup: typically refundable (minus any non-recoverable processing fees, if applicable)
• Cancelled after pickup: generally not refundable (service has commenced)
• Failed delivery due to incorrect details/unavailable recipient: additional fees may apply for re-attempt or return

5. Delivery Terms

5.1 Dispatch & ETA

ETAs are estimates. Delays can happen due to traffic, weather, access issues, or volume.

5.2 Proof of Delivery

We may provide proof of delivery such as a photo, signature, or timestamped confirmation when appropriate.

5.3 Recipient Availability

If the recipient is unavailable, we follow the sender’s instructions where practical (safe drop, return to sender, re-attempt). Extra charges may apply.

5.4 Cold-Chain / Temperature-Sensitive Items

• If cold-chain service is booked and available, we aim to transport within the specified range during transit.
• Sender is responsible for proper pre-conditioning/packaging before pickup unless explicitly agreed otherwise in writing.
• We are not responsible for quality loss caused by improper packaging, incorrect instructions, or delayed handoff at pickup/drop-off.

6. Liability & Limits

6.1 General

Our liability is limited to direct loss caused by our negligence, subject to these Terms and applicable law.

6.2 What We’re Not Liable For

• Delays or failures caused by factors outside our control (traffic, weather, road closures, emergencies)
• Damage caused by inadequate packaging or incorrect instructions
• Indirect, incidental, or consequential losses (e.g., lost profits)

7. Privacy

Our collection and use of personal information is governed by our Privacy Policy.

By using our services, you may consent to operational tracking (e.g., dispatch updates, proof-of-delivery records) as necessary to provide the service.

8. Dispute Resolution & Governing Law

8.1 Contact First

Please contact us first with the booking details so we can investigate and resolve quickly.

8.2 Governing Law

These Terms are governed by the laws of British Columbia, Canada, and applicable federal laws of Canada.

9. Changes to These Terms

We may update these Terms at any time. Updates will be posted on this page and the “Last Updated” date will change. Continued use of the service after changes means you accept the updated Terms.