Delivery Service Terms

1. Scope and Acceptance

These Delivery Service Terms describe requirements for JEMVARO delivery services and are to be read with the approved quote, confirmed booking details, Privacy Policy, and any additional written terms provided for a delivery.

Review the applicable terms before confirming a booking. Submitting a quote request or completing a sandbox transaction does not create an obligation to perform a delivery.

2. Service Area and Availability

JEMVARO's primary service area is Orange County, California. Service availability will depend on the pickup and delivery addresses, route, delivery window, package characteristics, vehicle capacity, and operational availability.

A delivery beginning or ending outside Orange County may be considered only with JEMVARO's specific approval and may require a custom quote. JEMVARO may decline a requested delivery when it cannot reasonably or safely provide the requested service.

3. Quotes, Booking and Payment

Quotes are based on information supplied by the customer, including addresses, route requirements, package details, service level, number of stops, and requested timing. A quote may be revised if those details materially change.

Receiving a quote does not by itself reserve a delivery window. A booking becomes confirmed only after the customer selects an available delivery window, completes any required payment, and JEMVARO's system confirms the reservation.

Customers should not send payment-card numbers through a general quote form or email. Payment for services requiring advance payment must be completed through JEMVARO's approved payment system. A failed, incomplete, expired, or reversed payment does not constitute successful payment and may prevent a booking from being confirmed or performed.

Changes to pickup or delivery addresses, stops, package quantity or size, service level, or other material requirements may require a revised price. JEMVARO will seek customer approval before charging an additional amount for a materially changed service. Applicable taxes or clearly disclosed fees will be shown when required.

4. Package Weight, Size and Disclosure

Each individual package must weigh 20 pounds or less. A package must also be of a size and shape that can be safely handled and transported using JEMVARO's available vehicle.

JEMVARO may decline an oversized, awkward, inadequately packaged, leaking, unsafe, or otherwise unsuitable item even when it is within the stated weight limit. Customers must provide reasonably accurate information about package contents, approximate weight, dimensions, quantity, value when relevant, and unusual handling requirements.

5. Prohibited and Restricted Items

JEMVARO will not knowingly transport items that are illegal, unsafe, or outside the scope of its local courier service. Prohibited or restricted categories include:

• Illegal or stolen goods;
• Firearms, ammunition, explosives, or weapons;
• Controlled substances or recreational drugs;
• Alcohol or nicotine products;
• Cash, negotiable instruments, or unusually high-value valuables;
• Hazardous, toxic, flammable, or radioactive materials;
• Live animals or human remains;
• Medical waste, biological specimens, temperature-critical medical materials, controlled medical substances, or items requiring regulated or specialized handling; and
• Any item JEMVARO reasonably determines cannot be safely or lawfully handled or transported using the available vehicle and service.

Ordinary lawful, properly packaged, non-controlled medical items may be considered when they do not require specialized, regulated, temperature-controlled, or hazardous-material handling. JEMVARO may request additional information and may refuse any item when its contents or handling requirements are unclear.

6. Customer, Pickup and Recipient Responsibilities

The customer must provide accurate pickup and delivery addresses, including applicable suite or unit numbers, access instructions, contact information, and other information reasonably necessary to perform the delivery.

The customer is responsible for ensuring that the person requesting service is authorized to release the package; the package is properly packaged, sealed, labeled, and ready during the scheduled window; package information is accurate; and any permission needed to deliver to the named recipient or authorized location has been obtained.

Unless a booking specifically requires another method, JEMVARO may reasonably rely on customer-provided recipient information and may complete delivery to the named recipient, an authorized person at the destination, reception or front desk, or another location specifically authorized by the customer.

Unattended delivery is not automatically permitted. It requires specific customer authorization and may still be refused for an item or location JEMVARO determines is unsuitable for unattended delivery.

7. Delivery Windows, Priority Service and Delays

Scheduled times are service windows rather than guarantees of an exact pickup or delivery time unless an approved quote expressly states otherwise in writing. JEMVARO will make reasonable efforts to perform the delivery within the confirmed window.

Priority Delivery means expedited handling or scheduling priority; it does not by itself guarantee an exact arrival time.

Timing may be affected by traffic, accidents, road closures, weather, vehicle problems, customer or recipient delays, building access, emergencies, government actions, or other circumstances reasonably outside JEMVARO's control. When JEMVARO anticipates a significant delay, it will make reasonable efforts to notify the customer using the booking contact information.

A delay does not automatically create a refund except when the applicable cancellation/refund policy, an approved quote, or applicable law requires one.

8. Waiting Time and Additional Stops

The first 10 minutes of waiting at pickup or delivery are included. After that period, waiting time may be charged at $1 per minute. Customers should make reasonable efforts to have the package and recipient ready during the scheduled window.

An additional stop not included in the approved quote requires JEMVARO's approval. The standard charge is $12 per additional stop. If an added stop materially changes mileage, travel time, timing, or other route requirements, JEMVARO may instead provide a revised quote for customer approval.

9. Cancellations, Rescheduling and Refunds

See the Cancellation and Refund Policy for cancellation requests, retained charges, and refunds. That policy applies to a payment only when its acceptance is recorded for that payment; it does not impose new charges on earlier payments without that acceptance. Your booked route start is the driver's departure time, which may be earlier than pickup.

Request changes using your private booking link or contact JEMVARO. Changes to the date, time, route, or package details require review and may require a revised quote and customer acceptance. Existing instructions remain in effect until JEMVARO confirms the change. A change request is not an immediate dispatch instruction.

Additional return service requires a separate quote and your agreement; it is not automatically charged.

10. Unsuccessful Delivery and Return Trips

If a recipient is unavailable, access is denied, an address is incorrect, or delivery cannot reasonably be completed, JEMVARO will make reasonable efforts to contact the customer using the information provided with the booking.

If the delivery still cannot be completed, the package may be returned to the pickup location or another customer-approved location when reasonably possible. Additional return transportation or redelivery requires a separate quote and your agreement before the additional trip; it is not automatically charged.

11. Proof of Delivery

JEMVARO may document delivery completion using information such as the recipient or delivery-location name, delivery notes, date and time, and other reasonable delivery-confirmation information.

Proof-of-delivery information is intended to document the completion of the delivery and may be made available through the customer's booking-status workflow.

12. Packaging, Loss and Damage Claims

The customer is responsible for appropriate packaging, sealing, labeling, and accurate description of the item. JEMVARO may refuse pickup when an item appears damaged, leaking, improperly packaged, prohibited, unsafe, or materially different from what was disclosed.

JEMVARO will not assume responsibility for loss or damage primarily resulting from inadequate packaging, ordinary characteristics of the item, or materially inaccurate information supplied by the customer, to the extent permitted by applicable law.

A customer should report a loss or damage claim within 48 hours after the scheduled delivery or confirmed delivery, as applicable, and provide the JR booking number, a description of the issue, proof of value, and relevant photographs or other supporting documentation when available.

JEMVARO reviews loss or damage claims based on the delivery circumstances, supporting records, applicable terms, and applicable law. No insurance coverage or specific claim payment is promised by this page.

13. Third-Party Payment and Technology Services

JEMVARO may use third-party providers for payment processing, maps, routing, communications, hosting, or related technology. Use of those services may also be subject to the provider's applicable terms and privacy practices. JEMVARO does not ask customers to provide payment-card numbers through general email or quote-form messages.

14. Privacy

Personal information associated with quotes, bookings, delivery status, and related communications will be handled according to the JEMVARO Privacy Policy and applicable law.

View the JEMVARO Privacy Policy

15. Problems, Claims and Disputes

A customer with a delivery or billing problem should contact JEMVARO and provide the JR booking number, an explanation of the issue, and relevant supporting information so JEMVARO can investigate and attempt to resolve the matter.

These Delivery Service Terms are intended to be governed by applicable California law. Nothing in these terms is intended to limit rights, remedies, or protections that cannot legally be waived or limited.

These terms do not impose mandatory arbitration, a class-action waiver, or a specific mandatory court venue.

16. Changes to Delivery Service Terms

JEMVARO may update these terms as services, operational requirements, payment practices, or applicable requirements change. The applicable version will display its effective or updated date.

17. Contact JEMVARO