Service Terms & Conditions

Flex Haul Direct LLC – Service Terms & Conditions
Version Effective: January 2026
Service Area: Connecticut

Welcome Statement

Welcome to Flex Haul Direct LLC. By booking or using our courier services, you agree to the following Service Terms & Conditions. Please review them carefully. These Terms may be updated at any time, and continued use of our services constitutes acceptance of the most current version.

A. Definitions

For purposes of these Terms, the following definitions apply:

“Carrier” refers to Flex Haul Direct LLC, its employees, subcontractors, and authorized agents.
“Client” refers to the individual or entity requesting services from the Carrier.
“Shipment” means any item, package, envelope, container, or material tendered to the Carrier for transport.
“Declared Value” means the value assigned to a Shipment by the Client for liability and insurance purpose, subject to the Carrier’s coverage limits and eligibility requirements.
“Scheduled Delivery” means any delivery with a specific pickup window or time‑sensitive requirement.
“Time‑Specific Delivery” means a delivery requiring a precise pickup or delivery time window requested by the Client and confirmed by the Carrier.
“Attempted Pickup” means the Carrier arrived at the designated location but was unable to retrieve the Shipment due to Client‑related issues.
“Attempted Pickup Fee” means a fee assessed when the Carrier arrives at the designated pickup location but cannot retrieve the Shipment due to unavailability, inaccessibility, or the Shipment not being ready.
“Return Trip” refers to any required return of the driver to a pickup or delivery location, including but not limited to Return Trip/Reattempt events and Return to Sender situations. Return Trips may incur additional fees and mileage charges in accordance with Flex Haul Direct LLC’s standard mileage rules.
“Scheduling Fee” means the non‑refundable fee required to reserve a dedicated pickup window for Scheduled or Time‑Specific Deliveries.
“Special Handling” refers to any Shipment requiring additional care, equipment, temperature control, Chain of Custody, or handling instructions beyond standard delivery.
“Special Handling Requirements” means any Client‑provided instructions or conditions requiring additional care, equipment, documentation, or procedures beyond standard delivery.
“Chain of Custody” means the documented process that records the collection, transfer, handling, and delivery of a Shipment requiring secure tracking and verification at each stage.
“Proof of Delivery (POD)” means any documented confirmation of delivery, including electronic signatures, photos, timestamps, GPS records, digital confirmations, or other verifiable delivery records generated by the Carrier.
“Covered Peril” refers to causes of loss covered under the Carrier’s motor truck cargo insurance policy.
“Excluded Property" refers to items the Carrier does not accept for transport and that are not covered under the Carrier’s insurance policy.
“In Due Course of Transit” means the period during which the Shipment is in the Carrier’s exclusive physical custody, including ordinary and necessary stops, delays, or interruptions incidental to the route and method of Shipment.
“Consignee” means the individual or entity designated to receive the Shipment at the delivery location.
“Waybill", “Shipping Receipt", or “Job Ticket” means any written or electronic document issued or accepted by the Carrier that records the details of a Shipment, including pickup and delivery information.
“Non‑Contact Delivery” means a delivery authorized by the Client in which no physical handoff occurs and the Shipment is left at a designated location with POD documentation.
“Service Window” means the agreed‑upon timeframe for pickup or delivery, including Scheduled or Time‑Specific windows.
“Service Menu” refers to Flex Haul Direct LLC’s official list of service levels, fee categories, surcharges, operational charges, and applicable additional fees. The Service Menu outlines the structure, conditions, and triggers under which fees may apply. All fees referenced in these Terms are governed by the Service Menu unless otherwise stated.
“Service Area” means the geographic region in which Flex Haul Direct LLC provides courier services. The Carrier’s primary Service Area is the State of Connecticut.

B. Scope of Service & Limitations
Flex Haul Direct LLC provides secure, time‑sensitive courier services, including same‑day, rush, scheduled, and on‑demand deliveries within its designated Service Area.

The Carrier:

Is not a common Carrier.
May refuse or discontinue service at its discretion.
Does not guarantee delivery times unless expressly agreed in writing.
Does not provide warehousing, long‑term storage, or packing services.
Transports Shipments as packaged by the Client.

The Carrier’s obligations are limited to the transport and delivery of Shipments in accordance with these Terms.

C. Right to Inspect Shipments
The Carrier reserves the right, but is not obligated, to open or inspect any Shipment if:

Required by law or regulatory authority.
Necessary to ensure safety.
There is reasonable suspicion of prohibited or misrepresented contents.

Inspection does not obligate the Carrier to identify improper packaging or relieve the Client of responsibility for compliance.

D. Security & Safety
The Carrier may refuse service, discontinue service, or modify delivery procedures if the Carrier determines, in its sole discretion, that conditions are unsafe, inappropriate, or otherwise unsuitable for service, including but not limited to:

The pickup or delivery location is unsafe or inaccessible.
Weather, road conditions, or environmental hazards pose a risk.
The Client or recipient engages in threatening, abusive, or inappropriate behavior.
The Shipment presents a safety concern.

The Carrier’s decision regarding safety is final.

E. Subcontractors & Authorized Agents
The Carrier may use subcontractors, partner couriers, or authorized agents to perform services. All subcontractors must enter into written agreements requiring compliance with the Carrier’s safety, security, and operational standards.

By using the Carrier’s services, the Client consents to the use of subcontractors when necessary.

F. Technology & Proof of Delivery
The Carrier may use electronic systems to document and verify service, including:

Electronic signatures.
Photos.
GPS timestamps.
Digital delivery confirmations.
Mobile communication.

These records constitute valid Proof of Delivery (POD) and are binding for billing, claims, and service verification.

The Carrier may also utilize third‑party applications or platforms for tracking, communication, and Proof of Delivery. The Client agrees to receive communications, invoices, and documentation electronically.

G. Governing Law
These Terms are governed by and interpreted in accordance with the laws of the State of Connecticut, without regard to conflict‑of‑law principles.

1. Service Terms

1.1 General Service Availability
Flex Haul Direct LLC provides courier services on a scheduled, on‑demand, same‑day, rush, and time‑specific basis. Service availability may vary based on workload, weather, road conditions, facility access, and operational capacity.

1.2 Service Requests
All service requests must include complete and accurate information, including pickup and delivery addresses, contact details, Special Handling instructions, and any required access information. The Carrier may verify or request clarification before accepting a service request.

Estimates and quotes are valid for seven (7) days unless otherwise stated in writing and are governed by the Carrier’s Service Menu.

1.3 Acceptance of Service
A service request is considered accepted only when the Carrier confirms the order through written, electronic, or verbal communication. The Carrier reserves the right to decline any service request at its discretion.

1.4 Modifications to Service
Any changes to a service request — including address changes, added stops, Special Handling Requirements, or timing adjustments — may result in updated pricing, revised delivery timelines, or additional fees in accordance with the Service Menu.

1.5 Right to Refuse or Discontinue Service
The Carrier may refuse, delay, or discontinue service if conditions are unsafe, inappropriate, or otherwise unsuitable for transport, or if the Shipment violates these Terms, is improperly packaged, or is non‑compliant with the Carrier’s policies.

1.6 Communication
The Client agrees to maintain accessible communication during the service period and to respond promptly to Carrier inquiries regarding pickup, delivery, or Shipment details. Failure to maintain communication may result in delays or additional fees.

1.7 Delays
The Carrier is not liable for delays caused by weather, traffic, road closures, facility access restrictions, security protocols, or other events outside the Carrier’s control. The Carrier will communicate disruptions or delays as soon as reasonably possible.

1.8 Compliance
All services are performed in accordance with applicable laws, regulations, and industry‑standard handling procedures. The Client is responsible for ensuring that all Shipments comply with these requirements.

2. Services Offered
Flex Haul Direct LLC provides a range of courier services within its designated Service Area. All services are subject to availability, safety considerations, and regulatory compliance.

2.1 General & Business Courier Services

Pickup and delivery of documents, packages, and business materials
General courier services for businesses and individuals

2.2 Legal Courier Services

Legal document transport.
Chain of Custody support when required.

2.3 TWIC‑Authorized Access Deliveries

Secure deliveries requiring Transportation Worker Identification Credential (TWIC) access.

2.4 Medical Courier Services

Transport of Category B biological specimens (UN3373).
Laboratory samples, diagnostic materials, and medical supplies.
HIPAA‑conscious handling of sealed healthcare documents (no access, no viewing, no duplication — transport only).
Use of insulated bags, coolers, or ice packs to maintain specimen temperature as provided by the Client’s packaging.
(Passive temperature maintenance only; no refrigerated or temperature‑controlled vehicle transport)

2.5 Service Limitations
Flex Haul Direct LLC does not provide:

Refrigerated or temperature‑controlled vehicle transport.
Long‑term storage or warehousing.
Installation, rigging, or equipment setup.
Transport of prohibited or Excluded Property.

All services are performed using reasonable care and industry‑standard handling procedures.

3. Service Requests & Order Accuracy
Clients are responsible for providing accurate and complete information when placing an order, including:

Pickup and delivery addresses.
Contact names and phone numbers.
Access instructions.
Special Handling Requirements.
Declared Value of the Shipment.

The Carrier is not liable for delays, misdelivery, service failure, or additional fees resulting from inaccurate, incomplete, or unclear information provided by the Client. Failure to provide accurate information may also result in revised pricing, Attempted Pickup Fees, Return Trip fees, or refusal of service in accordance with the Service Menu.

4. Pickup, Delivery & Chain of Custody

Pickup and delivery windows are scheduled based on service tier, urgency, and availability.
Same‑day and next‑day options may be available upon request.
Mileage is calculated using the most efficient route as determined by Flex Haul Direct LLC.
Shipments are considered in the Carrier’s custody once physically received by the Carrier.
Delivery is complete when the Shipment is either:
- handed to the Consignee or an authorized representative, or
- left at the designated delivery location with Proof of Delivery (such as a photo, timestamp, GPS confirmation, or other documented method) when a signature or hand‑off is not required.
Medical Shipments requiring Chain of Custody or temperature sensitivity must be disclosed in advance so appropriate handling procedures can be followed.
Chain of Custody procedures will be followed when requested and documented by the Client.
The Carrier is not liable for delays caused by weather, traffic, road closures, facility access restrictions, security protocols, or other events outside the Carrier’s control.
The Carrier will communicate any disruptions or delays as soon as reasonably possible.
The Carrier may refuse delivery if the Consignee is unavailable, the location is inaccessible, the Shipment is unsafe or non‑compliant, or the Shipment violates these Terms.

5. Prohibited Items & Exclusions
Flex Haul Direct LLC does not accept or transport the following items. These items are excluded from service and are not covered under the Carrier’s motor truck cargo insurance policy. These restrictions apply to all services unless expressly stated otherwise.

5.1 High‑Value and Irreplaceable Items

Cash, checks, money orders, securities, or other financial instruments.
Jewelry, gemstones, precious or semi‑precious metals.
Objects of art, paintings, sculptures, or collectibles.
Passports, deeds, manuscripts, blueprints, or other valuable papers.

5.2 Regulated, Illegal, or Restricted Items

Firearms, ammunition, explosives, fireworks, or radioactive materials.
Illegal substances, including narcotics or controlled substances prohibited by law.
Contraband or items involved in illegal transportation or trade.
Tobacco products.
Marijuana or cannabis products.
Pharmaceuticals of any kind.
Alcoholic beverages.

5.3 Biological, Medical, and Live Cargo Restrictions

Live animals, birds, or fish.
Human remains, including ashes, organs, or tissue samples not classified as Category B.
Category A infectious substances.
Biohazardous waste, sharps, or regulated medical waste.
Improperly packaged or leaking medical specimens.

Exception: Properly packaged Category B biological specimens (UN3373) are accepted in accordance with Section 2.4.

5.4 Vehicles, Structures, and Large Equipment

Vehicles, mobile homes, modular buildings, or shipping containers.
Large equipment or machinery requiring specialized transport or rigging.

5.5 Undocumented or Improperly Documented Shipments

Any Shipment not accompanied by a Waybill, Job Ticket, Shipping Receipt, Client order request, or other documented service record.
Any property carried without charge or without a documented contract of carriage.

5.6 Storage and Custody Limitations

Flex Haul Direct LLC does not accept or transport any property that will remain in or on a vehicle, or at any location, for more than 72 hours.

This limitation does not apply to ordinary and necessary stops, interruptions, delays, or transfers that occur in the normal course of transit and are outside the Carrier’s control.

For clarity, these ordinary and necessary stops, interruptions, delays, or transfers are considered part of In Due Course of Transit as defined in Section A.

5.7 Hazardous, Polluting, or Contaminating Substances

Hazardous materials, corrosive substances, pollutants, chemicals, or any items likely to leak, spill, or cause contamination.
Any Shipment that may release fumes, liquids, or substances that could damage other cargo or the vehicle.

5.8 Other Excluded Property

Items in the custody of another Carrier.
Items prohibited by federal, state, or local law.
Items requiring special licensing or permits not held by Flex Haul Direct LLC.

5.9 Carrier Discretion

The Carrier reserves the right to refuse any Shipment at its sole discretion, with or without cause, including but not limited to Shipments that violate these restrictions or present a safety, regulatory, or insurance concern.

6. Packaging, Documentation, and Compliance Requirements
Clients are responsible for ensuring all Shipments comply with applicable laws, regulations, and industry standards, and for meeting the following packaging, documentation, and compliance requirements.

Flex Haul Direct LLC may refuse, delay, or discontinue service for any Shipment that does not comply with these standards.

6.1 Client Packaging Responsibilities

Clients are responsible for ensuring all Shipments are properly packaged, sealed, and labeled.
Packaging must protect the contents from damage, leakage, contamination, or exposure during transit.
The Carrier does not repackage, reseal, or relabel medical specimens or Client‑prepared Shipments.

6.2 Medical and Biological Shipments

Category B biological specimens (UN3373) must be packaged in accordance with DOT 49 CFR, OSHA Bloodborne Pathogens, and UN3373 triple‑packaging standards.
Medical deliveries follow specimen‑integrity, Chain of Custody, and HIPAA‑aware handling procedures when required.
The Carrier may refuse any medical Shipment that is improperly packaged, leaking, unsafe, or non‑compliant with these Terms.

6.3 Legal and Secure Deliveries

Legal deliveries follow Chain of Custody procedures when requested or required by the Client.
TWIC‑authorized deliveries require valid access credentials and proper documentation provided by the Client prior to service.

6.4 Documentation Requirements

All Shipments must be accompanied by a Waybill, Shipping Receipt, Job Ticket, Client order request, or digital order record.
Clients are responsible for providing accurate information, required documents, and any Special Handling instructions before service begins.
The Carrier may refuse or delay service if documentation is incomplete, inaccurate, or missing.

6.5 Compliance and Refusal Rights

Certain non‑medical Shipments may also be subject to OSHA, DOT, or state regulatory requirements. The Carrier does not transport any items requiring special licensing, HazMat certification, or regulatory permits not held by the Carrier.
Flex Haul Direct LLC may refuse any Shipment that is improperly packaged, hazardous, unsafe, undocumented, or non‑compliant with these Terms.
The Carrier reserves the right to request additional information or documentation when necessary to ensure safety, regulatory compliance, or proper handling.

7. Liability, Insurance & Declared Value

7.1 General Liability Limitations

The Carrier is responsible for the safe transport of Shipments while in its custody and control, using reasonable care and industry‑standard handling procedures. The Carrier is not responsible for the integrity, condition, viability, or performance of medical specimens beyond maintaining appropriate transport temperature and handling as supported by the Client’s packaging.

The Carrier is not liable for loss, damage, delay, or service failure caused by:

improper, insufficient, or non‑compliant packaging
inaccurate, incomplete, or misleading information provided by the Client
acts of God, weather, traffic, road closures, or conditions beyond the Carrier’s control
delays caused by third parties, facility access restrictions, or security protocols
prohibited or excluded property listed in Section 5
pre‑existing damage or inherent product defects
leakage, spills, contamination, or deterioration caused by shipper error
Client errors, omissions, or failure to provide required documentation

7.2 Insurance Coverage

Flex Haul Direct LLC maintains active Motor Truck Cargo Legal Liability Insurance for eligible Shipments accepted by the Carrier and transported in accordance with these Terms. Coverage applies only to physical loss or damage occurring while the Shipment is in the Carrier’s exclusive physical custody and control, including during loading, unloading, and transportation, as defined in the Carrier’s insurance policy.

The Carrier also maintains commercial auto and general liability insurance; however, these policies do not provide coverage for loss or damage to Client Shipments. Only cargo insurance and Declared Value coverage apply to transported goods.

Coverage is subject to all policy limits, exclusions, conditions, and definitions contained in the Carrier’s insurance policy.

7.3 Declared Value & Liability Limits

Clients may provide a Declared Value for each Shipment or may enter “N/A” to select Standard Coverage.

If the Client selects “N/A” or does not declare a value, liability defaults to $100 per Shipment under Standard Coverage.
Declared Values above $100 are only available when the Client selects Extended Protection or Custom Declared Value coverage and pays all associated fees as outlined in the Service Menu, Estimate, and Invoice.
Extended Protection and Custom Declared Value coverage are not active unless the Client completes the required Declared Value Form and pays all associated fees prior to dispatch.
Declared Value fees are non‑refundable once activated.

Liability for eligible Shipments is limited to the lesser of:

the Declared Value,
the actual cash value (ACV) of the goods, or
the applicable limit of the Carrier’s cargo insurance policy.

Additional conditions:

The Carrier may request supporting documentation or proof of value for higher declarations.
If a Client declares a value exceeding the Carrier’s available insurance limits, the Client must obtain additional coverage at their own expense and provide proof prior to service.
The Carrier may refuse any Shipment that exceeds available insurance coverage, requires additional coverage the Client declines to secure, presents a safety or compliance risk, or cannot be transported in accordance with insurance requirements.

Acceptance of any Shipment is at the Carrier’s sole discretion.

7.4 Claims Procedures

Claims must be submitted in writing within five (5) business days of delivery or the Scheduled Delivery date, or sooner if required by the Carrier’s insurance provider.

Claims must include:

proof of value
photos of damage (if applicable)
a description of the issue
all supporting documentation

Failure to provide timely notice or required documentation may result in denial of the claim.

The Carrier will review all claims in good faith. Claims may be approved, denied, or adjusted based on the Carrier’s insurance policy, documentation provided, and the circumstances of the Shipment.

7.5 Contamination, Leakage & Pollutants

The Carrier is not liable for loss, damage, contamination, or deterioration caused by leakage, seepage, release, or escape of pollutants or hazardous substances unless directly resulting from a covered peril such as collision, overturn, fire, explosion, or theft.

7.6 Consequential Damages

The Carrier is not liable for consequential, incidental, special, or punitive damages, including but not limited to:

lost profits
business interruption
laboratory processing delays
legal or court‑related deadlines
replacement or reproduction costs

7.7 Force Majeure

The Carrier is not liable for delays, failure to perform, or service interruptions caused by events beyond its reasonable control, including:

severe weather or natural disasters
accidents or road closures
power outages
labor disputes or civil unrest
acts of terrorism
public health emergencies
government restrictions

Service will resume once conditions reasonably allow.

7.8 No Waiver of Terms

Acceptance of a Shipment, performance of service, or investigation of a claim does not constitute a waiver of any provision of these Terms.

8. Confidentiality & Privacy

8.1 Confidential Handling

The Carrier understands that many Shipments contain confidential, proprietary, or sensitive information. All Shipments are handled with discretion, and the Carrier will take reasonable measures to protect the privacy and confidentiality of the Client’s materials while in the Carrier’s possession.

8.2 No Disclosure

The Carrier will not disclose, share, or discuss Shipment contents, Client information, delivery details, or any related data with third parties except:

When required to complete the delivery.
When authorized in writing by the Client.
When required by law, court order, or regulatory authority.

8.3 Limited Access

Shipment information and materials are accessible only to authorized personnel of the Carrier and may be shared with subcontractors or partner couriers when necessary to perform the service and in accordance with the Carrier’s operational and confidentiality standards. Shipment details are not shared with unauthorized individuals or external parties.

8.4 Data & Documentation

Any delivery records, signatures, photos, or documentation collected during service are used solely for:

Proof of Delivery.
Service verification.
Claims processing.
Compliance with legal or regulatory requirements.

The Carrier does not sell, trade, or misuse Client information.

8.5 No Guarantee of Absolute Security

While the Carrier takes reasonable steps to maintain confidentiality and protect Shipment information, the Carrier cannot guarantee absolute security against unauthorized access, interception, or disclosure beyond its control.

8.6 Client Responsibilities

The Client is responsible for ensuring that all confidential materials are:

Properly packaged.
Sealed.
Labeled.
Compliant with applicable privacy, legal, or regulatory requirements.

The Carrier is not responsible for breaches resulting from improper packaging or Client error.

8.7 HIPAA & Medical Privacy

For medical‑related Shipments, the Carrier handles materials in accordance with privacy expectations; however, the Carrier is not a HIPAA Business Associate and does not access, process, or store Protected Health Information (PHI). The Carrier transports sealed specimens and documents only.

9. Payment Terms & Late Fee Policy

Flex Haul Direct LLC’s Service Menu outlines standard service levels, fee categories, surcharges, and additional charges. All fees referenced in these Terms are governed by the Service Menu unless otherwise stated.

Contracted and recurring Clients with an executed Service Agreement (including Recurring Service Agreements, Short‑Form or Long‑Form Service Agreements, or Routing Plans) are subject to the payment and cancellation terms outlined in their Agreement.

Unless otherwise stated, all cancellation fees, attempted pickup fees, wait time, surcharges, and additional charges will be billed to the payment method on file or invoiced under the Client’s approved payment terms.

9.1 Payment Method on File

A valid payment method is required before dispatch for all non‑contracted Clients. Clients may provide a credit or debit card to keep on file or may prepay via ACH. ACH payments must fully clear before dispatch.

Clients requesting same‑day, urgent, Rush, STAT, or time‑specific services must maintain a valid card on file as a backup payment method.

Contracted Clients operating under approved Net 15 terms are exempt from the card‑on‑file requirement; however, all cancellation fees, attempted‑pickup fees, and additional charges will be invoiced and are due under the same Net 15 terms.

All payments are processed securely through Square.

9.2 Flexible Payment Options

For standard one‑time deliveries with flexible timing, full payment is due upon job completion unless otherwise agreed in writing. Business and recurring Clients may be eligible for Net 15 terms based on an approved service agreement.

9.3 Standard Deliveries (No Specific Pickup Time)

No scheduling fee is required.
Cancellations are allowed any time before the driver is dispatched.
If the driver arrives and the Shipment is not available or not ready, an Attempted‑Pickup Fee may apply.

9.4 Scheduled or Time‑Specific Deliveries

A 20% scheduling fee is required to reserve a dedicated pickup window.
This fee is non‑refundable once service is confirmed; however, it may be credited toward a future booking if canceled more than two (2) hours before the scheduled pickup window.
Cancellations made within two (2) hours of the scheduled pickup window may be subject to a cancellation fee.

9.5 Recurring Contracted Clients

Clients with an active service agreement may qualify for Net 15 payment terms.

Invoices are due within fifteen (15) calendar days of the invoice date.
A five (5) day grace period is provided after the due date.
After the grace period, a 1.5% monthly late fee is applied to the outstanding balance.
Services may be suspended or collection efforts initiated if payment remains delinquent beyond thirty (30) days.
All cancellation fees, attempted pickup fees, and additional charges incurred by Recurring Contracted Clients will be added to the Client’s invoice.

9.6 Accepted Payment Methods

Credit & Debit Cards: Visa, Mastercard, American Express, Discover, JCB, UnionPay.
Digital Wallets: Apple Pay (in person), Google Pay, Cash App Pay.
ACH Bank Transfers: Available via Square Invoices.

All payments are processed securely through Square.

9.7 Website Checkout Payments

Clients may use the online “Make a Payment” option to submit deposits, prepayments, or general payments for approved services. This option does not replace invoicing.

All additional fees—including wait time, multi‑stop additions, weather surcharges, fuel surcharges, special handling fees, and other service‑based and operational charges—are assessed in accordance with the Service Menu and will be disclosed to the Client prior to billing whenever practicable.

9.8 Returned Payments & Chargebacks

Returned ACH payments, reversed transactions, or chargebacks will incur a $35 returned payment fee, in addition to any processor‑assessed fees.
The Client remains responsible for the full outstanding balance, including all associated fees.
The Carrier may require future payments to be made via certified funds, credit card, or other secure methods if a payment is returned or disputed.

9.9 ACH‑Only Clients

Clients who choose to pay via ACH without maintaining a valid card on file must submit payment in full before dispatch. ACH payments may take 1–3 business days to clear, and the Carrier will not dispatch a Shipment until the payment has fully cleared.

Clients requesting same‑day, urgent, Rush, STAT, or time‑specific services must maintain a valid card on file as a backup payment method. The backup card will only be charged if an ACH payment fails, is reversed, or does not clear.

9.10 Billing Disputes

Billing disputes must be submitted in writing within seven (7) calendar days of the invoice date.
The Carrier will review disputes in good faith and may request supporting documentation.
Undisputed portions of an invoice must be paid on time, even while a dispute is under review.
Failure to submit a dispute within the required time frame constitutes acceptance of the invoice as issued.
Submitting a dispute does not pause late‑fee accrual on undisputed balances.

10. Cancellations & Refunds

10.1 Standard Deliveries (No Specific Pickup Time)

Cancellations are permitted any time before the driver is dispatched.
If the driver arrives and the Shipment is not ready or available, an Attempted‑Pickup Fee may apply.

10.2 Scheduled or Time‑Specific Deliveries

A 20% scheduling fee is required to reserve a dedicated pickup window.
Scheduling fees and deposits are non‑refundable once service is confirmed; however, the scheduling fee may be credited toward a future service if the Client cancels more than two (2) hours before the scheduled pickup window.
Cancellations made within two (2) hours of the scheduled pickup window may be subject to a cancellation fee.

10.3 No‑Show / Attempted Pickup

If the driver arrives at the pickup location and the Shipment is not available, not ready, inaccessible, or the Client is unavailable, an Attempted‑Pickup Fee may apply.

10.4 Refunds

Refunds are issued only when Flex Haul Direct LLC is unable to perform the Scheduled Delivery.

No refunds will be issued for:

Prohibited or misrepresented Shipments.
Improper packaging.
Non‑compliant contents.
Inaccurate or incomplete Client information.
Cancellations within the two‑hour window (for scheduled services).
Attempted pickups or no‑shows.
Declared Value fees once coverage is activated.
Scheduling fees and deposits once service is confirmed.

10.5 Universal Fee Disclosure

Cancellation fees, Attempted Pickup fees, Return Trip fees, wait‑time charges, multi‑stop additions, weather surcharges, fuel surcharges, Special Handling fees, and other service‑based and operational based charges may apply based on actual delivery conditions.

All fees are assessed in accordance with Flex Haul Direct LLC’s Service Menu and these Terms and will be disclosed to the Client prior to billing whenever practicable.

Contracted and recurring clients with an executed Service Agreement (including Recurring Service Agreements, Short‑Form or Long‑Form Service Agreements, or Routing Plans) are subject to the payment and cancellation terms outlined in their Agreement.

11. Client Responsibilities
Clients agree to the following responsibilities as a condition of service:

11.1 Accurate Information

Clients must provide complete and accurate:

Pickup and delivery addresses.
Contact names and phone numbers.
Access instructions (e.g., suite numbers, security requirements, gate codes).
Shipment descriptions and Declared Values.

The Carrier is not responsible for delays, misdeliveries, or additional fees resulting from inaccurate or incomplete, or unclear information.

11.2 Availability & Access

Clients must ensure:

Availability at both pickup and delivery locations during scheduled windows.
That the Shipment is ready at the agreed‑upon time.
That the location is accessible, safe, and compliant with facility rules.

Non‑Contact Delivery must be pre‑authorized in writing by the Client.

11.3 Special Handling Disclosures

Clients must disclose any Special Handling Requirements in advance, including:

Medical or biological specimens.
Temperature‑sensitive materials.
Chain of Custody requirements.
Legal or confidential documents.
Time‑critical deliveries.
Restricted‑access facilities.
Fragile, delicate, or breakable items.
Items requiring special equipment, cushioning, orientation, or handling instructions.
Shipments requiring upright transport, shock protection, or “Do Not Tilt/Do Not Drop” conditions.

Failure to disclose Special Handling Requirements may result in refusal, delay, damage, or additional fees.

The Carrier is not liable for damage to fragile or special‑handling items that were not properly disclosed, packaged, or protected by the Client.

11.4 Packaging, Labeling & Documentation

Clients are responsible for:

Proper packaging, sealing, and labeling of all Shipments.
Providing compliant packaging for medical specimens (including UN3373 triple packaging when applicable).
Ensuring all documentation is complete and accurate, including Waybills, order requests, Chain of Custody forms, or delivery instructions.
Ensuring Shipments comply with all applicable laws, regulations, and industry standards.

The Carrier does not repackage, reseal, or relabel Client‑prepared Shipments.

11.5 Compliance with Prohibited Items

Clients must ensure that Shipments do not contain items listed in Section 5 (Prohibited Items & Exclusions).
The Client is fully responsible for any consequences arising from misrepresented or prohibited contents.

11.6 Declared Value & Insurance
Clients may provide a Declared Value for each Shipment or may enter “N/A” to select Standard Coverage.

If a Declared Value is provided, the Client must secure third‑party insurance when the value exceeds the Carrier’s available insurance limits and must provide proof upon request.
If the Client selects “N/A” or does not declare a value, liability defaults to $100 per Shipment under Standard Coverage.
Declared Values above $100 require Extended Protection or Custom Declared Value coverage and payment of all associated fees prior to dispatch.

11.7 Timely Communication

Clients must promptly notify the Carrier of:

Changes to pickup or delivery details.
Access issues.
Delays or cancellations.
Special instructions.
Any concerns affecting the safety or compliance of the Shipment.

11.8 Financial Responsibility

Clients are responsible for:

All fees associated with the service.
Additional charges resulting from delays, no‑shows, attempted pickups, redelivery, or incorrect information.
Any costs incurred due to Client error, non‑compliance, or misrepresentation.

12. Dispute Resolution

12.1 Good Faith Negotiation

Both parties agree to attempt to resolve any dispute, claim, or disagreement through good‑faith negotiation. The complaining party must provide written notice describing the issue in reasonable detail.

12.2 Mediation

If the dispute is not resolved within fifteen (15) days of written notice, the matter will proceed to mediation in the State of Connecticut with a mutually agreed‑upon mediator.

12.3 Binding Arbitration

If mediation is unsuccessful, the dispute will be resolved through binding arbitration administered by the American Arbitration Association (AAA) in accordance with its Commercial Arbitration Rules.

Arbitration will take place in Connecticut.
The arbitrator’s decision will be final and binding on both parties.
Judgment on the award may be entered in any court of competent jurisdiction.

12.4 Fees & Costs

Each party is responsible for its own legal fees, arbitration costs, and related expenses, unless otherwise determined by the arbitrator.

12.5 Exceptions

Either party may seek:

Injunctive relief.
Emergency relief.
Small‑claims remedies.

in a Connecticut court without violating this dispute‑resolution process.

12.6 No Class Actions

To the fullest extent permitted by law, disputes must be resolved on an individual basis.

Neither party may bring or participate in:

Class actions.
Collective actions.
Representative actions.
Consolidated claims.

12.7 Continued Performance

Unless the dispute concerns nonpayment, both parties will continue performing their obligations under these Terms during the dispute‑resolution process.

13. Updates to These Terms
Flex Haul Direct LLC may update or modify these Terms at any time. The most current version will always be posted on our website with a revised effective date.

Updated Terms become effective immediately upon posting unless otherwise stated. Continued use of Flex Haul Direct LLC’s services after any update constitutes acceptance of the revised Terms.

It is the Client’s responsibility to review the Terms periodically to stay informed of any changes.

14. Contact Information
For questions or concerns regarding these Service Terms & Conditions, please contact:

Email: sharice@flexhauldirect.com
Phone: (203) 680‑0453

Mailing Address:
Flex Haul Direct LLC
36 Russ Street, 3rd Floor #1257
Hartford, CT 06106