Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the PackageReturns website, mobile application, and related services (collectively, the “Service”).

The Service is operated by packagereturns.com LLC, doing business as PackageReturns (“PackageReturns,” “we,” “us,” or “our”).

By creating an account, accessing the Service, scheduling a pickup, submitting a package for return, purchasing a service, or otherwise using the Service, you agree to these Terms. If you do not agree to these Terms, you may not use the Service.

1. Description of PackageReturns

PackageReturns provides a package pickup and return service that allows customers to request that packages be picked up from a designated location and transported to a designated retailer, merchant, shipping carrier, return location, or other destination.

PackageReturns is a logistics and package-return service provider. PackageReturns is not the retailer, manufacturer, seller, or original carrier of the merchandise being returned unless expressly stated otherwise.

PackageReturns does not determine whether a retailer or merchant will approve a customer’s return, refund, exchange, credit, replacement, or other remedy.

2. Eligibility

You must be at least 18 years old to create an account or purchase services through PackageReturns.

By using the Service, you represent that:

You are at least 18 years old.
You have the legal capacity to enter into these Terms.
All information you provide is accurate and complete.
You are authorized to request the return or transportation of each package you submit.
You will comply with all applicable federal, state, and local laws.
You will comply with the applicable requirements of retailers and carriers.

3. Account Registration

Certain features require an account.

You agree to provide accurate and current information, including your name, contact information, pickup information, and payment information.

You are responsible for maintaining the confidentiality of your account credentials and for all activity occurring through your account.

You must notify PackageReturns promptly if you believe your account has been accessed without authorization.

PackageReturns may require email verification, identity verification, payment verification, or other reasonable verification procedures to protect customers and prevent fraud.

4. Customer Authorization

By submitting a package through PackageReturns, you represent and warrant that:

You own the package or are legally authorized to return or transport it.
The merchandise is eligible for return or transportation.
You have authority to provide the package to PackageReturns.
The return information and destination you provide are accurate.
You have complied with the applicable retailer’s return requirements.
You have not intentionally provided false or misleading information.

You authorize PackageReturns and its drivers, contractors, and service providers to take possession of the package for purposes of providing the requested Service.

5. Ordering and Pickup Process

The Service may allow customers to:

Create an account.
Enter package and return information.
Upload photographs or other package information.
Enter pickup and destination information.
Select an available pickup date or time.
Review the applicable service fee.
Submit payment.
Receive confirmation of the order.
Receive status updates.
Track the progress of the requested Service through the available features.

The PackageReturns application may automatically assign orders to available drivers based on operational availability and workload.

6. Customer Responsibilities

Customers are responsible for properly preparing packages before pickup.

You agree to:

Properly package and seal the merchandise.
Use appropriate packaging for the contents.
Provide accurate pickup and return information.
Provide any required return label.
Provide any required return authorization or documentation.
Make the package available during the selected pickup window.
Inform PackageReturns of any unusual handling requirements.
Ensure the package does not contain prohibited materials.

You should photograph the package and its contents before pickup and retain receipts, return labels, tracking information, and other documentation.

7. Package Labels and Return Documentation

Unless PackageReturns expressly agrees to provide or generate a return label, the customer is responsible for obtaining and providing the correct return label and documentation.

PackageReturns is not responsible for delays, rejection, or loss caused by an incorrect, expired, incomplete, or improperly attached return label or return documentation supplied by the customer.

8. Prohibited Items

Customers may not use PackageReturns to transport or return items that are illegal, unsafe, hazardous, or prohibited by applicable law, retailer policies, carrier policies, or PackageReturns.

Prohibited items may include:

Illegal drugs or controlled substances.
Explosives.
Firearms or ammunition.
Hazardous or dangerous materials.
Flammable materials.
Live animals.
Perishable goods requiring special handling unless expressly approved.
Cash or currency.
Illegal merchandise.
Stolen merchandise.
Items prohibited by applicable carrier or retailer requirements.
Any item that PackageReturns reasonably determines cannot safely or legally be transported.

PackageReturns may refuse, cancel, or terminate a service involving a prohibited item.

If a package is discovered to contain a prohibited item, PackageReturns may take any action permitted or required by law.

9. Package Inspection and Verification

To protect customers, drivers, PackageReturns, retailers, and carriers, PackageReturns may take reasonable steps to verify package information.

Where reasonably necessary and permitted by law, PackageReturns may:

Verify package dimensions or weight.
Verify package labels.
Photograph packages.
Compare package information with the information submitted through the Service.
Refuse packages that appear to contain prohibited items.
Contact the customer regarding discrepancies.

PackageReturns will not intentionally open a sealed package solely for inspection unless permitted or required by applicable law, necessary for safety, or otherwise authorized by the customer.

10. Pickup Windows and Delays

PackageReturns will make reasonable efforts to provide service within the pickup window selected by the customer.

Unless expressly stated otherwise, pickup times are estimates and are not guaranteed exact appointment times.

Pickup or delivery may be delayed by:

Traffic.
Weather.
Accidents.
Vehicle problems.
Driver availability.
Customer delays.
Retailer or carrier delays.
Road closures.
Government actions.
Technology or communication failures.
Other circumstances beyond PackageReturns’ reasonable control.

11. Failed Pickup

A pickup may be considered unsuccessful if:

The package is not available.
The customer is unavailable when required.
The pickup address is incorrect.
The package does not match the information provided.
The package contains a prohibited item.
The package is improperly prepared.
The driver cannot safely access the pickup location.
The customer refuses to provide required information.
Other circumstances prevent safe completion of the pickup.

PackageReturns may charge applicable fees associated with a failed pickup and may require the customer to schedule another pickup.

12. Transportation and Return Processing

Once PackageReturns accepts a package, PackageReturns will use reasonable care in transporting the package to the designated return destination.

PackageReturns may use employees, independent contractors, drivers, carriers, or other authorized service providers to perform the Service.

The customer authorizes PackageReturns to select reasonable transportation methods and routes necessary to complete the Service.

13. Retailer and Carrier Responsibility

PackageReturns does not control the policies, procedures, decisions, or processing times of retailers, merchants, manufacturers, shipping carriers, or other third parties.

A retailer or carrier may refuse or delay a return for reasons including:

Expiration of the return period.
Merchandise not being eligible for return.
Incorrect return documentation.
Incorrect return destination.
Damaged or incomplete merchandise.
Missing accessories.
Retailer policy.
Carrier requirements.
Suspected fraud.
Other reasons determined by the retailer or carrier.

PackageReturns is not responsible for a retailer’s or carrier’s decision to accept, reject, delay, deny, or otherwise process a return.

14. No Guarantee of Retailer Refund

PackageReturns does not guarantee that a customer will receive a refund, exchange, replacement, store credit, or other benefit from a retailer or merchant.

Any refund for the merchandise is governed by the retailer’s applicable return policy.

PackageReturns’ service fee is separate from the customer’s purchase price for the merchandise and is not the same as a retailer refund.

15. Proof of Pickup and Delivery

PackageReturns may record and retain information relating to a transaction, including:

Pickup confirmation.
Delivery confirmation.
Date and time.
Package photographs.
Driver information.
Status updates.
Tracking information.
Customer communications.
Other records reasonably necessary to document the Service.

The application may provide status updates such as order created, driver assigned, driver picked up the order, driver on route, and delivered successfully.

A PackageReturns confirmation that a package was delivered does not necessarily mean that the retailer has accepted the return or issued a refund.

16. Package Insurance and Full Replacement Value

PackageReturns provides coverage for eligible packages for their full replacement value while the package is in PackageReturns’ custody, subject to the terms, conditions, exclusions, and claim procedures of PackageReturns’ applicable insurance coverage.

For purposes of this provision, replacement value means the reasonable cost to replace the merchandise with an item of substantially similar kind and quality, subject to applicable insurance terms.

Customers may be required to provide proof of purchase, photographs, receipts, retailer records, or other documentation establishing the value and contents of a package.

Coverage may be denied or limited where loss or damage results from:

Fraud or intentional misconduct.
Prohibited items.
Improper or inadequate packaging.
Pre-existing damage.
False or materially inaccurate information.
Failure to disclose relevant package information.
Items not actually contained in the package.
Circumstances excluded by the applicable insurance policy.
Acts or omissions occurring after the package has been transferred to the retailer or carrier.

Nothing in this section limits rights or coverage that cannot legally be limited.

17. Claims for Lost or Damaged Packages

Customers should notify PackageReturns as soon as reasonably possible after discovering a package has been lost, damaged, or otherwise improperly handled.

PackageReturns may establish reasonable deadlines and documentation requirements for submitting claims.

A claim may require:

Customer name and account information.
Order number.
Description of the merchandise.
Proof of purchase.
Photographs.
Return documentation.
Tracking information.
Other information reasonably necessary to investigate the claim.

PackageReturns may investigate claims and may require cooperation from the customer, retailer, carrier, driver, or insurer.

18. Service Fees and Payment

Applicable service fees will be displayed before the customer submits an order.

By placing an order, you authorize PackageReturns and its payment processor to charge the payment method associated with your transaction.

Payments may be processed by third-party payment processors, including Stripe.

The PackageReturns application is designed to process payment before order confirmation.

You agree to provide accurate payment information and authorize PackageReturns to charge applicable fees.

PackageReturns may change its pricing in the future. Changes generally apply to orders placed after the new pricing becomes effective.

19. Taxes

You are responsible for any taxes applicable to your transaction to the extent required by law.

PackageReturns may collect applicable sales, use, or other taxes where required.

20. Cancellations

Customers may cancel an order subject to the cancellation rules displayed in the Service.

If a customer cancels sufficiently before pickup, PackageReturns may provide a full or partial refund of the PackageReturns service fee.

If cancellation occurs after a driver has been dispatched or after the applicable cancellation deadline, PackageReturns may retain some or all of the service fee.

The applicable cancellation policy displayed at checkout will control for that transaction.

21. Refunds

PackageReturns may issue a full or partial refund when:

PackageReturns cancels the requested service.
PackageReturns is unable to complete the requested service.
A duplicate charge occurs.
A refund is otherwise required by law.
PackageReturns determines that a refund is appropriate under its policies.

PackageReturns generally issues refunds to the original payment method.

Refund processing times may depend on the payment processor and financial institution.

22. Chargebacks and Payment Disputes

Before initiating a chargeback, customers are encouraged to contact PackageReturns so that the issue can be investigated and resolved.

Fraudulent or abusive chargebacks may result in account suspension or termination.

Nothing in this section limits any rights provided to consumers by applicable law.

23. Third-Party Services

PackageReturns may rely on third-party services, including payment processors, cloud hosting providers, mapping services, communications providers, analytics providers, retailers, merchants, and shipping carriers.

Third-party services may have their own terms and privacy policies.

PackageReturns is not responsible for the availability, performance, policies, or actions of third-party services outside PackageReturns’ control.

24. Mobile Application

The PackageReturns application may provide account management, order creation, package uploads, scheduling, payment, order status, notifications, driver assignment, and other functionality.

The application may be updated, modified, suspended, or discontinued in whole or in part.

PackageReturns does not guarantee that the application will operate on every device, operating system, or network.

25. Notifications and Communications

By creating an account or placing an order, you may receive transactional communications relating to your account or order, including:

Account verification.
Pickup confirmations.
Driver assignment.
Pickup reminders.
Pickup completion.
Delivery updates.
Service notifications.
Payment notifications.
Customer-service communications.

Marketing communications, where applicable, may be subject to separate consent and applicable law.

26. Location Information

Certain features may use location information to facilitate pickup and transportation services.

You may be asked to provide or permit access to location information where necessary for the requested functionality.

PackageReturns will handle location information according to its Privacy Policy.

27. User Conduct

You agree not to:

Use the Service for an unlawful purpose.
Provide false information.
Submit fraudulent return requests.
Submit stolen merchandise.
Submit prohibited items.
Misuse the Service.
Attempt to interfere with the Service.
Attempt unauthorized access to PackageReturns systems.
Introduce malware or malicious code.
Reverse engineer the application except where expressly permitted by law.
Abuse, threaten, harass, or intimidate drivers, employees, contractors, or customers.
Circumvent PackageReturns’ security or payment systems.
Use the Service to facilitate fraud or theft.

28. Fraud Prevention

PackageReturns may use reasonable fraud-prevention procedures, including payment verification, account verification, transaction monitoring, package verification, and other security measures.

PackageReturns may delay, cancel, or refuse a transaction where it reasonably suspects fraud, abuse, theft, identity misuse, payment fraud, or other unlawful activity.

29. Drivers and Independent Contractors

PackageReturns may use employees, independent contractors, delivery personnel, transportation providers, or other service providers to perform pickup and transportation services.

Drivers and contractors may be required to comply with PackageReturns’ operational, safety, insurance, and service requirements.

Nothing in these Terms creates an employment relationship between PackageReturns and a customer.

30. Intellectual Property

The PackageReturns name, trademarks, logos, application, website, software, graphics, designs, text, and other materials are owned by or licensed to packagereturns.com LLC.

You may not copy, reproduce, modify, distribute, sell, license, reverse engineer, or create derivative works from PackageReturns’ intellectual property except as permitted by law or with written authorization.

31. Customer Content

Customers may upload photographs, package information, comments, or other content through the Service.

You represent that you have the right to submit the content.

You grant PackageReturns a limited, non-exclusive license to use, store, reproduce, and display submitted content as reasonably necessary to provide, operate, secure, document, and improve the Service.

PackageReturns does not claim ownership of your merchandise.

32. Privacy

Your use of PackageReturns is also governed by the PackageReturns Privacy Policy.

The Privacy Policy describes the information PackageReturns collects, how it is used, how it may be shared, retention practices, security measures, and applicable privacy rights.

Privacy Policy: https://packagereturns.com/privacy

The Privacy Policy should be accessible within the app and on the PackageReturns website.

33. Account Deletion

Customers may request deletion of their PackageReturns account and associated personal information, subject to legal, security, fraud-prevention, accounting, insurance, and other legitimate retention requirements.

Account deletion instructions will be made available through the app or website.

Certain information may need to be retained where required by law or reasonably necessary to document transactions, resolve disputes, prevent fraud, process insurance claims, or comply with legal obligations.

34. Service Availability

PackageReturns will make commercially reasonable efforts to maintain the Service but does not guarantee uninterrupted or error-free operation.

The Service may be temporarily unavailable because of maintenance, technical failures, internet outages, third-party failures, weather, emergencies, or other circumstances beyond PackageReturns’ reasonable control.

35. Force Majeure

PackageReturns will not be responsible for delays or failures caused by circumstances beyond its reasonable control, including severe weather, natural disasters, accidents, government actions, civil disturbances, transportation disruptions, labor disruptions, telecommunications failures, internet outages, or third-party service failures.

36. Disclaimer of Warranties

To the fullest extent permitted by law, the Service is provided on an “as is” and “as available” basis.

PackageReturns does not warrant that:

The Service will always be available.
The Service will always be error-free.
Every pickup request will be accepted.
Every pickup will occur at an exact time.
Every retailer will accept a return.
Every retailer will issue a refund.
A carrier will process a return within a particular timeframe.
The Service will meet every customer’s individual expectations.

Nothing in these Terms excludes a warranty or consumer protection right that cannot legally be excluded.

37. Limitation of Liability

To the fullest extent permitted by applicable law, PackageReturns and its owners, officers, employees, contractors, drivers, affiliates, and service providers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or related to the use of the Service.

Nothing in this section limits PackageReturns’ obligations concerning eligible package coverage described in Section 16 or any liability that cannot legally be limited or excluded.

To the fullest extent permitted by law, PackageReturns’ liability for any claim unrelated to an insured package loss or damage claim will be limited to the amount paid by the customer to PackageReturns for the specific service giving rise to the claim.

38. Indemnification

To the fullest extent permitted by law, you agree to defend, indemnify, and hold harmless PackageReturns and its owners, officers, employees, contractors, drivers, affiliates, and service providers from claims, damages, losses, liabilities, costs, and expenses arising from:

Your violation of these Terms.
Your misuse of the Service.
Your violation of applicable law.
Fraudulent activity associated with your account.
Submission of prohibited items.
Submission of stolen or unauthorized merchandise.
Your violation of another person’s rights.

39. Dispute Resolution

If you have a dispute with PackageReturns, you agree to first contact us and provide us a reasonable opportunity to resolve the issue informally.

Contact:

PackageReturns
Email: admin@packagereturns.com
Website: https://packagereturns.com

Nothing in this section prevents a customer from exercising rights that cannot legally be waived.

IMPORTANT: Any mandatory arbitration, class-action waiver, or specific venue provision should be added only after review by a qualified attorney because enforceability can depend on applicable state and federal law.

40. Governing Law

These Terms are governed by the laws of the Commonwealth of Pennsylvania, except to the extent applicable federal law or non-waivable consumer-protection law provides otherwise.

41. Changes to These Terms

PackageReturns may modify these Terms from time to time.

For material changes, PackageReturns may provide notice through the app, website, email, or another reasonable method.

The revised Terms will identify their effective date.

Your continued use of the Service after the effective date constitutes acceptance of the revised Terms to the extent permitted by law.

42. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

43. No Waiver

PackageReturns’ failure to enforce any provision of these Terms does not waive its right to enforce that provision later.

44. Assignment

You may not assign or transfer your rights or obligations under these Terms without PackageReturns’ written consent.

PackageReturns may assign these Terms in connection with a merger, acquisition, sale of assets, corporate restructuring, or similar business transaction.

45. Entire Agreement

These Terms, together with the PackageReturns Privacy Policy and any additional policies expressly incorporated into these Terms, constitute the agreement between you and PackageReturns regarding your use of the Service.

46. Contact Information

PackageReturns
Legal Entity: packagereturns.com LLC
Website: https://packagereturns.com
Customer Support: admin@packagereturns.com

Terms of Service

Terms of Service

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