Terms of Service

1. Acceptance of Terms

By using MedExpress Delivery's services ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service.

These Terms apply to all users of the Service, including customers, senders, recipients, and business partners.

2. Service Description

MedExpress Delivery provides after-hours medical courier services in Nanaimo and surrounding areas, including:

• Prescription medication delivery
• Medical supplies and equipment transport
• Temperature-controlled (cold-chain) delivery
• Lab specimen transport
• Medical document delivery
• Same-day daytime service (6AM-6PM) for select items

Service hours: 6PM – 6AM, 7 nights per week (primary after-hours service)

3. User Responsibilities

3.1 Accurate Information

You agree to provide accurate, current, and complete information when requesting delivery services, including:

• Correct pickup and delivery addresses
• Valid contact information
• Accurate package descriptions
• Special handling requirements

3.2 Package Preparation

You are responsible for:

• Proper packaging of items
• Labeling packages correctly
• Ensuring temperature-sensitive items are appropriately prepared for cold-chain transport
• Complying with all applicable regulations for medical items

3.3 Prohibited Items

You agree NOT to send:

• Illegal substances or contraband
• Hazardous materials (unless authorized)
• Items that violate health regulations
• Stolen goods or property
• Items requiring special licensing without proper authorization

4. Payment Terms

4.1 Pricing

Delivery fees are based on:

• Delivery zone (Nanaimo, Parksville, Ladysmith, Extended areas)
• Time of service (after-hours vs. daytime rates)
• Special handling requirements (cold-chain, urgent delivery)
• Business account terms (for recurring customers)

4.2 Payment Methods

We accept:

• Credit cards (Visa, Mastercard, American Express)
• Debit cards
• Business accounts with NET 30 terms (subject to approval)

4.3 Billing

• Payment is due at time of booking unless otherwise arranged
• Business accounts are billed according to agreed terms
• Failed payments may result in service suspension
• A fee may be charged for failed payment attempts

4.4 Refunds and Cancellations

• Cancellation before pickup: Full refund
• Cancellation after pickup: No refund (service has commenced)
• Failed delivery (our fault): Full refund or re-delivery at no charge
• Failed delivery (incorrect address provided): No refund; additional fees may apply for re-delivery

5. Delivery Terms

5.1 Service Times

We aim to dispatch within 30-60 minutes of booking during operating hours. Delivery times depend on distance, traffic, and volume.

5.2 Tracking and Updates

You will receive:

• SMS confirmation when delivery is dispatched
• Real-time GPS tracking link
• Delivery completion notification
• Photo and signature proof of delivery

5.3 Recipient Availability

• We contact recipients before arrival
• If recipient is unavailable, we follow your specified instructions (safe drop, return to sender, etc.)
• Additional fees may apply for failed delivery attempts due to recipient unavailability

5.4 Cold-Chain Deliveries

• We maintain 2-8°C temperature control during transport
• Items must be properly prepared by sender
• Temperature documentation provided upon request
• We are not liable for items improperly packaged by sender

6. Liability and Insurance

6.1 Our Liability

MedExpress Delivery is liable for:

• Loss or damage to items during transport (up to declared value)
• Failure to deliver due to our negligence
• Failure to maintain cold-chain requirements (when specified)

6.2 Limitations of Liability

We are NOT liable for:

• Delays due to traffic, weather, or circumstances beyond our control
• Damage due to improper packaging by sender
• Loss or damage to items with undeclared or excessive value
• Items valued over $500 without additional insurance
• Consequential or indirect damages
• Items sent in violation of these Terms

6.3 Declared Value

• You must declare items valued over $100
• Additional insurance available for high-value items
• Claims must be filed within 30 days of delivery

7. Privacy and Data Protection

Your use of our Service is also governed by our Privacy Policy. We collect and use your information as described in that policy.

By using our Service, you consent to:

• Collection of delivery information and tracking data
• GPS location tracking during deliveries
• Photo and signature capture for proof of delivery
• Sharing necessary information with service providers (SMS, payment processors)

8. Intellectual Property

All content on our website, app, and marketing materials, including:

• Logos, trademarks, and brand names
• Website design and layout
• Written content and images
• Software and technology

...are the property of MedExpress Delivery and protected by copyright and trademark laws. You may not use, reproduce, or distribute our intellectual property without written permission.

9. Dispute Resolution

9.1 Claims Process

If you have a complaint or claim:

1. Contact us at 250-797-5877 or [email protected]
2. Provide delivery details and documentation
3. We will investigate and respond within 7 business days
4. Claims must be filed within 30 days of delivery

9.2 Governing Law

These Terms are governed by the laws of British Columbia, Canada. Any disputes will be resolved in the courts of British Columbia.

9.3 Arbitration

For claims under $5,000, you agree to attempt resolution through mediation before pursuing legal action.

10. Service Modifications

We reserve the right to:

• Modify service hours or coverage areas with notice
• Update pricing with 30 days notice (for business accounts)
• Temporarily suspend service due to emergencies, weather, or safety concerns
• Refuse service to anyone for violation of these Terms

11. Termination

We may terminate or suspend your access to our Service immediately if:

• You violate these Terms
• You send prohibited items
• You provide false information
• You fail to pay for services
• You engage in abusive or threatening behavior toward our staff

Upon termination, you remain responsible for any outstanding payments.

12. Indemnification

You agree to indemnify and hold harmless MedExpress Delivery, its owners, employees, and contractors from any claims, damages, or expenses arising from:

• Your violation of these Terms
• Your violation of any laws or regulations
• Sending prohibited or improperly packaged items
• Providing false or misleading information

13. Force Majeure

We are not liable for delays or failures in performance due to causes beyond our reasonable control, including:

• Natural disasters (earthquakes, floods, severe weather)
• Government actions or restrictions
• Labor disputes or strikes
• Pandemics or public health emergencies
• Acts of terrorism or war
• Technology failures or cyber attacks

14. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

15. Changes to Terms

We may update these Terms from time to time. Changes will be posted on this page with an updated "Last Updated" date.

Continued use of our Service after changes constitutes acceptance of the updated Terms. For material changes, we will provide additional notice (e.g., email notification to business accounts).

16. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and MedExpress Delivery regarding use of our Service.

17. Contact Information

If you have questions or concerns about these Terms of Service, please contact us: