Terms of Service

1. Acceptance

By accessing or using the Reroute app and services you agree to these Terms of Service ("Terms"). Reroute is operated by Reroute Technologies LLC ("Reroute," "we," "us," "our"). If you do not agree, do not use the Platform. By creating an account, placing an order, or checking an acceptance box, you enter a binding contract with Reroute. Continued use after changes constitutes acceptance of revised Terms.

2. Definitions

Key terms used in these Terms:

3. Account

Register and maintain accurate account information. You are responsible for all activity under your account. One account per user; no sharing credentials or multiple accounts. The Platform is not intended for users under 18. We may suspend or terminate accounts for violations, fraud, chargeback abuse, or at our discretion.

4. Platform Role; Not a Carrier or Insurer

Reroute is a technology platform only. We connect customers with independent contractor drivers and provide matching, messaging, payment processing, and operational tools.

• Except for short-hold hub storage expressly booked in-app (Section 4A), we are not a common carrier, freight forwarder, courier, warehouse, insurer, or bailee of your items.
• We do not insure, underwrite, or guarantee the condition, value, safe arrival, or timeliness of anything sent or received.
• Drivers—not Reroute—physically perform pickup and delivery and are solely responsible for transport.
• We do not control how drivers drive, route, or handle items except through Platform policies drivers accept separately.
• Availability, pricing, ETAs, and service types vary by region and are not guaranteed.
• Your contract for physical transport is with the assigned driver and/or applicable merchant rules, not with Reroute as a carrier.
• Storage-move bookings to or from a third-party facility are transport only: you provide unit access; Reroute does not rent units or act as the storage landlord.

4A. Short-Hold Hub Storage

When you book Store at Reroute hub (warehouse_storage_in), you request temporary staging of described items at our designated hub (currently Lester, PA) for up to fourteen (14) calendar days. Inbound drop-off and retrieval at the hub are Monday–Friday only.

• A daily hold fee applies from day one of the planned hold and is charged as disclosed at checkout (prepaid for the days you select). The daily rate varies by item size, weight, and piece count; there is no free hold window.
• Hub receiving and release run Monday–Friday only. Weekend ASAP and Saturday/Sunday windows are not available.
• Retrieval requires a separate Retrieve from Reroute hub booking (warehouse_storage_out) or ops-approved release.
• Prohibited items include hazardous materials, perishables requiring refrigeration, illegal items, and live animals. We may refuse or dispose of prohibited goods.
• Liability for items while at_hub is limited as stated in Section 8 (liability cap). You are responsible for accurate item descriptions and declared value disclosures when requested.
• After hold_expires_at, we may send notice; if you do not retrieve within the disclosed grace period, lots may be marked abandoned and disposed of or donated without further liability beyond amounts required by law.
• Short-hold is not open-ended or monthly self-storage and does not create a landlord-tenant relationship.

5. Contract Formation and Order Terms

When you submit an order or accept a quote, you offer to purchase the disclosed service at the disclosed price. An order becomes binding when a driver accepts it (or when we confirm a scheduled service). You authorize us and payment processors to charge your payment method for disclosed amounts, taxes, tips, adjustments, and applicable fees.

• Provide accurate pickup/delivery details, contacts, access instructions, and item descriptions.
• Failure to be available at pickup or delivery may result in cancellation fees or full charges as disclosed.
• Before payment or posting, confirm in-app booking disclaimers and cargo liability acknowledgment, including that Reroute is a platform only, does not insure items, and that cargo liability is primarily between you and the driver with Reroute liability limited as stated in Section 8.

6. Payment, Cancellations, and Adjustments

Customers are charged as disclosed at checkout or quote acceptance. We may adjust charges for wait time, additional stops, weight/size discrepancies, failed attempts, or policy violations when disclosed or permitted by law.

• There is no flat 50% cancellation fee. Amounts due on cancel are calculated as wasted-trip settlement and shown in the app before you confirm.
• Before a driver accepts, or after an accepted job is unassigned with no driver: cancel for a full refund of fare and any checkout tip.
• After a driver accepts but before pickup: if GPS does not prove the driver started toward pickup (including a grace of under three minutes or under 0.4 miles of gap closed toward pickup, or if location data is missing), you receive a full refund of fare and tip.
• If GPS proves the driver headed toward pickup, you pay only the wasted-trip amount for proven miles and time toward pickup, plus applicable processor fees on that amount. Any checkout tip is always returned until pickup is marked.
• After the driver marks pickup, you cannot cancel in-app; the full disclosed fee may be charged. Refunds after that point are at our discretion upon review.

7. Refunds, Chargebacks, and Disputes

Raise billing or service disputes with us first via the app or support@go-reroute.com. Cooperate with investigations and provide requested evidence. Unauthorized or bad-faith chargebacks may result in suspension, collection, and reporting to card networks. We may share order records, GPS metadata, proof-of-delivery, and acceptance logs with processors in chargeback proceedings.

8. Cargo; Liability Between You and the Driver; Reroute Cap

Cargo liability for loss, damage, or condition of items is primarily between you and the independent driver performing the delivery. Reroute is a technology platform only—not a carrier or insurer—and is not responsible for your items or their condition. REROUTE IS A TECHNOLOGY PLATFORM ONLY. WE DO NOT INSURE, GUARANTEE, OR WARRANT THAT ITEMS WILL ARRIVE IN THE SAME CONDITION AS WHEN PICKED UP, OR THAT THEY WILL ARRIVE AT ALL, ON TIME, OR WITHOUT LOSS OR DAMAGE. REROUTE DOES NOT MAINTAIN TRANSIT, CARGO, OR PACKAGE INSURANCE. YOU SHIP AT YOUR OWN RISK.

• Physical transport is performed by independent drivers you are matched with through the Platform. Disputes about cargo condition, loss, or damage are primarily between you and the driver, except where Reroute is directly liable under this Section or mandatory law.
• Your booking checkout logs a cargo liability acknowledgment (cargo_liability_ack) with the checkbox text version shown in the app for audit purposes.
• If you believe a package was lost or damaged because of Reroute or the assigned driver during the active service, you may submit a claim within 30 days via the app or support@go-reroute.com.
• We have no obligation to pay any claim unless, after investigation, we determine loss or damage is solely and conclusively attributable to Reroute or the assigned driver’s negligent handling during the service—not improper packaging, pre-existing damage, undisclosed hazards, retailer/pharmacy policies, recipient refusal, theft after completed proof of delivery, weather, force majeure, or other non-negligence causes.
• If Reroute or the driver is at fault as determined above, Reroute’s maximum liability is $100 per delivery, regardless of item value, replacement cost, or sentimental value.
• TO THE EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES (EXPRESS OR IMPLIED), INCLUDING MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE PLATFORM IS PROVIDED "AS IS."
• WE ARE NOT LIABLE FOR CONSEQUENTIAL, INCIDENTAL, INDIRECT, SPECIAL, OR PUNITIVE DAMAGES.
• Our aggregate liability arising from the Services will not exceed the greater of (a) fees you paid Reroute for the delivery giving rise to the claim or (b) $100.

9. Weight, Size, and Freight

Standard service limits: 50 lbs per item and 150 lbs total per order unless otherwise disclosed. Heavier or oversized shipments require Freight service and a separate quote. Accurately disclose weight, dimensions, and handling needs. Misrepresentation may result in refusal, re-quoting, additional charges, or account action.

10. Customer Representations and Packaging

You represent and warrant that you have authority to request transport; items are lawful; descriptions and values are accurate; items are properly packaged and safe for transport; and locations are lawful and accessible. You are solely responsible for improper packaging, hidden damage, or undisclosed hazards. You indemnify Reroute for claims arising from inaccurate information you provide, except where prohibited by law.

11. Prohibited Items

You may not ship alcohol (except where expressly permitted), firearms, cash or cash equivalents, illegal/stolen/counterfeit goods, hazardous materials, controlled substances (except under pharmacy rules), or live animals (except as permitted). Sealed pharmacy bags are allowed only under pharmacy rules; we do not open them or guarantee temperature control. Violations may result in cancellation, suspension, and liability for damages or fines.

12. Returns, Marketplace, and Special Services

Returns: retailer acceptance policies are outside our control. Marketplace: posted jobs are offers to drivers; terms are as disclosed before payment. Pharmacy: you confirm prescriptions are paid and ready. Service-specific terms at booking are incorporated into these Terms.

13. Pharmacy Delivery Addendum

For pharmacy deliveries, you request prescription delivery by an independent driver matched through the Platform. Reroute does not provide medical advice or clinical services. Drivers use minimum necessary information for fulfillment. Controlled, age-restricted, temperature-sensitive, or signature-required medications may require adult ID, direct handoff, and no unattended delivery. Report incidents promptly through the app.

14. Proof of Delivery and Communications

You consent to collection of photos, signatures, barcodes, GPS, and other proof-of-delivery materials. We share necessary order information with drivers, recipients, retailers, pharmacies, and payment processors to fulfill requests. Transactional communications are sent as described in our Privacy Policy.

15. Drivers; No Agency; Cargo Liability

Drivers are independent contractors, not employees or agents of Reroute. Driver services are governed by the Driver Platform Agreement and, where applicable, GigSafe agreements. Reroute does not guarantee driver availability, routing, or completion. Cargo liability for loss, damage, or condition is primarily between you and the driver; direct cargo claims should be directed to the assigned driver in the first instance. Reroute is not vicariously liable for driver conduct beyond our Platform obligations in these Terms, including the $100 per-delivery cap in Section 8 when Reroute or driver fault is established.

16. User Conduct

Do not use the Platform for fraud, false information, bad-faith chargebacks, harassment of drivers or staff, interference with operations, or illegal purposes. We may suspend or terminate accounts and use data to detect fraud and enforce these Terms.

17. Electronic Communications

You consent to transactional SMS and emails. Marketing or recruiting SMS may be sent where you have consented. Message frequency varies. Message and data rates may apply. Reply STOP to opt out of SMS or HELP for help; you may also opt out in settings or by contacting us. We do not share mobile numbers with third parties or affiliates for their own marketing. GPS may be used during active deliveries with permission.

18. Intellectual Property

The Platform is owned by Reroute or licensors. You receive a limited, non-transferable license to use the app for its intended purpose. No copying, scraping, reverse engineering, or misuse.

19. Indemnity

You agree to indemnify, defend, and hold harmless Reroute, its affiliates, and their officers, directors, employees, and contractors from claims, damages, fines, or expenses (including reasonable attorneys’ fees) arising from your use of the Platform, your items, your breach of these Terms, or your violation of law or third-party rights.

20. Force Majeure

Reroute is not liable for delay or failure due to events beyond reasonable control, including severe weather, disasters, government acts, labor disputes, network failures, civil unrest, or driver unavailability.

21. Dispute Resolution

Disputes are resolved by binding arbitration per the Arbitration & Class Action Waiver. You waive jury trial and class actions except where prohibited. Opt out within 30 days per that document by email to support@go-reroute.com and mail to PO BOX 425 Bala Cynwyd PA 19004.

22. Modifications and General

We may update these Terms with in-app or email notice. Continued use constitutes acceptance. These Terms, Privacy Policy, and Arbitration Waiver are the entire customer agreement. Governing law is Pennsylvania (or Delaware for entity matters). Our failure to enforce a right is not a waiver.

23. State and Local Disclosures

In NY, PA, NJ, DE, and other jurisdictions with mandatory requirements, we comply with applicable consumer, privacy, and transportation law. Mandatory local law controls where it conflicts with these Terms for that issue and jurisdiction.

24. Contact and Legal Notices

Questions or notices: support@go-reroute.com, through the app, or at go-reroute.com. Legal notices may be mailed to PO BOX 425 Bala Cynwyd PA 19004. Reroute Technologies LLC.