Last Updated: 1st of June 2023
1. Acceptance of Terms
By accessing or using the services provided by Alvargo ("we," "us," or "our"), including but not limited to our website, mobile app, and delivery services, you agree to be bound by these Terms and Conditions of Service ("Terms"). If you do not agree to these Terms, please refrain from using our services.
2. Description of Services
2.1. Alvargo provides an on-demand delivery platform connecting individuals and businesses with drivers for the delivery of goods. Our services include, but are not limited to, facilitating the booking of deliveries, tracking deliveries in real-time, and providing payment processing for delivery fees.
3. User Accounts
3.1. To use certain features of our services, you may be required to create an account. You agree to provide accurate and complete information during the registration process and to update such information to keep it accurate and current.
3.2. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must promptly notify us of any unauthorized use of your account.
4. Account Deletion
4.1. You have the right to request the deletion of your Alvargo account at any time. To initiate the account deletion process, you can do so in your account settings in the Alvargo App or if you are a registered Driver, you can also delete your account in the Alvargo Trucker App or alternatively, please contact us at support@alvargo.us
5. Payments and Fees
5.1. User Payments
5.1.1. Service Fees: When you use Alvargo's delivery services, you agree to pay the fees associated with your selected delivery option. These fees are based on factors such as the distance, size of the delivery, and any additional services requested.
5.1.2. Payment Authorization: By providing your payment information, you authorize Alvargo to charge your selected payment method for the total amount of your delivery fees, including any applicable taxes and surcharges.
5.1.3. Payment Processing: Alvargo utilizes secure payment processing systems to handle your transactions. We are committed to safeguarding your payment information and ensuring the security of your financial data.
5.1.4. Payment Disputes: If you believe there is an error in any payment charged to your account, please contact our customer support team promptly at dispute@alvargo.us . We will investigate and address payment disputes in accordance with our Dispute Resolution Policy.
5.2. Driver Earning Payments
5.2.1. Earnings Calculation: Alvargo drivers earn payments for completed deliveries. The calculation of driver earnings includes the base delivery fee, distance-based rates, additional service fees, and any applicable bonuses or incentives.
5.2.2. Payment Schedule: Driver earnings are typically processed and paid out according to our standard payment schedule, as detailed in Alvargo's Driver Payment Policy.
5.2.3. Payment Methods: Drivers may select their preferred payment method for receiving earnings, which may include bank transfers, digital wallets, or other approved methods.
5.2.4. Earnings Transparency: Alvargo is committed to providing transparent earnings breakdowns to drivers, detailing how each payment is calculated and any applicable deductions.
5.2.5. Earnings Disputes: In the event of a dispute regarding driver earnings, drivers should contact Alvargo's support team at support@alvargo.us. We will promptly investigate and resolve earnings disputes following our Dispute Resolution Policy.
6. Refund Policy
6.1. General Refund Policy
6.1.1. Refund Eligibility: Alvargo is committed to providing a fair and transparent refund process. Refunds are generally considered in the following situations:
a. Service Failure: If a delivery is not completed due to a failure on our part, such as a driver no-show or technical issues with our platform, you may be eligible for a refund of the delivery fee.
b. Cancellation: If you cancel a delivery within the allowable cancellation window, as outlined in our Cancellation Policy, you may be eligible for a refund of the applicable fees.
c. Damaged or Incorrect Deliveries: If you receive damaged goods or an incorrect delivery as a result of a driver's actions or our platform's error, you may be eligible for a refund or replacement, as detailed in our Damaged Goods Policy and Incorrect Deliveries Policy.
6.1.2. Refund Request Process: To request a refund, please follow the steps outlined in our Refund Request Procedure, available on our website and app. Typically, this involves providing information about the order, explaining the reason for the refund request, and providing any necessary supporting documentation or images.
6.1.3. Refund Processing Time: Refund requests are processed promptly, and we strive to issue refunds within a reasonable timeframe. The exact processing time may vary depending on the nature of the refund and your payment provider. You will be notified of the refund status via email.
6.2. Driver Earnings Refund Policy
6.2.1. Driver Earnings Refunds: In certain cases where a driver has received earnings for a completed delivery, Alvargo reserves the right to reverse or refund these earnings as outlined in our Driver Earnings Refund Policy. Such cases may include disputes, chargebacks, or fraudulent activities.
6.2.2. Driver Earnings Dispute Resolution: Drivers have the right to dispute any deductions or reversals of their earnings. Alvargo follows a comprehensive Driver Earnings Dispute Resolution Procedure to ensure a fair and transparent process for resolving earnings-related issues.
6.3. Refund Exceptions
6.3.1. Non-Eligible Refunds: Refunds may not be provided in the following situations:
a. User Error: If a delivery is unsuccessful due to incorrect information provided by the user, such as an incorrect delivery address, refunds may not be applicable.
b. Violation of Terms: If a refund request is associated with a violation of our Terms and Conditions, such as fraudulent activity, the request may not be honored.
6.3.2. Driver Earnings Adjustments: Alvargo reserves the right to make adjustments to driver earnings in cases where the driver has violated our policies or terms of service. Such adjustments may include withholding or reversing earnings.
7. Privacy and Data Collection
7.1. Our Privacy Policy, available on our website, explains how we collect, use, and share your personal information. By using our services, you consent to our collection and use of your personal information as outlined in the Privacy Policy.
8. Complaint Handling Policy
8.1. We are committed to addressing your complaints promptly and fairly. If you have a complaint, please contact our customer support team at support@alvargo.us, and we will work diligently to resolve your issue.
9. Delivery Policy
9.1. Delivery Services Overview
9.1.1. Service Scope: Alvargo offers a range of delivery services to meet the needs of our customers. These services may include but are not limited to the delivery of goods, packages, and bulky items. The specific services available may vary by location.
9.1.2. Delivery Scheduling: Users can schedule deliveries through our platform, specifying the desired delivery date and time. Alvargo will make reasonable efforts to accommodate these scheduling preferences, subject to driver availability.
9.2. Delivery Process
9.2.1. Order Confirmation: Upon successfully placing a delivery order, users will receive an order confirmation containing essential details, including the order ID, estimated delivery time, and a summary of the delivery request.
9.2.2. Real-Time Tracking: Alvargo provides real-time tracking features, allowing users to monitor the progress of their delivery. This feature enables users to stay informed about the estimated arrival time of their goods.
9.2.3. Driver Communication: Users may communicate with the assigned driver through our platform for any necessary clarifications or additional instructions related to the delivery.
9.3. Delivery Fees and Calculations
9.3.1. Fees Structure: The cost of a delivery is determined based on several factors, including the distance between the pickup and drop-off locations, the size and weight of the items, and any additional services requested by the user.
9.3.2. Price Estimates: Alvargo provides users with price estimates for deliveries before confirming their orders. These estimates are based on the information provided by the user and are subject to change if there are variations in the delivery conditions.
9.4. Delivery Completion
9.4.1. Proof of Delivery: Our drivers are required to confirm the completion of a delivery through our platform, including providing proof of delivery such as photographs or digital signatures when applicable.
9.4.2. User Confirmation: Upon successful delivery, users are encouraged to confirm the receipt of their goods through the Alvargo platform. This confirmation helps maintain the integrity of our delivery process.
9.5. Delivery Exceptions
9.5.1. Delivery Failures: In cases where a delivery cannot be completed successfully due to unforeseen circumstances, such as incorrect delivery address, unavailability of the recipient, or force majeure events, Alvargo will make reasonable efforts to resolve the situation in accordance with our Delivery Failure Procedure.
9.5.2. Driver Behavior: Alvargo expects drivers to adhere to our Code of Conduct and maintain professionalism during deliveries. Users are encouraged to report any concerns about driver behavior or conduct to our customer support team.
9.6. Delivery Policies and Procedures
9.6.1. Additional Policies: Alvargo has established a set of additional policies and procedures related to deliveries, including but not limited to our Cancellation Policy, Rescheduling Policy, and Delivery Failure Procedure. These policies are designed to ensure a smooth and reliable delivery experience for our users.
9.6.2. Accessing Additional Policies: Users are encouraged to familiarize themselves with these additional policies, which are available on our website and app, to better understand our delivery process and their rights and responsibilities.
10. Damaged Goods Policy
10.1. Overview
10.1.1. Goods Condition: Alvargo is committed to ensuring that goods are delivered in their intended condition, free from damage or loss during transportation.
10.1.2. User Responsibility: Users are responsible for inspecting the condition of their goods upon delivery and reporting any damage or discrepancies promptly.
10.2. Reporting Damaged Goods
10.2.1. Immediate Reporting: In the event that a user receives goods in a damaged or unsatisfactory condition, they must report the issue immediately through our platform. Delayed reporting may affect the ability to process a claim.
10.2.2. Providing Evidence: Users are encouraged to provide supporting evidence of the damage, such as clear photographs, descriptions of the damage, and any other relevant information that can aid in the investigation.
10.3. Evaluation and Resolution
10.3.1. Investigation: Upon receiving a report of damaged goods, Alvargo will conduct a thorough investigation to assess the extent and cause of the damage. This may involve communication with the user and the driver involved in the delivery.
10.3.2. Resolution Options: Depending on the findings of the investigation, Alvargo will determine the appropriate resolution, which may include:
a. Replacement: If feasible, damaged goods may be replaced with new, undamaged items of the same type and quantity.
b. Repair: In cases where goods can be repaired to their original condition, we may arrange for the repair of the damaged items.
c. Refund: Users may be eligible for a refund of the delivery fees and the cost of the damaged goods, as determined by our evaluation.
d. Compensation: In some situations, Alvargo may offer compensation or credits toward future deliveries as a resolution.
10.3.3. Timely Resolution: Alvargo is committed to resolving issues related to damaged goods as promptly as possible. The timeline for resolution may vary depending on the complexity of the case but will be communicated to the user.
10.4. User Cooperation
10.4.1. User Assistance: Users are expected to cooperate with Alvargo's investigation by providing accurate information and evidence related to the damaged goods. Failure to cooperate may affect the ability to process a claim.
10.5. Driver Responsibility
10.5.1. Driver Conduct: Alvargo drivers are expected to handle goods with care and professionalism. Drivers should take all necessary precautions to prevent damage to goods during transportation.
10.5.2. Driver Accountability: In cases where the investigation determines that damage occurred due to driver negligence or misconduct, appropriate actions will be taken, which may include disciplinary measures.
10.6. Additional Policies
10.6.1. Related Policies: The Damaged Goods Policy is closely linked to our Delivery Policy and Refund Policy. Users are encouraged to review these policies for a comprehensive understanding of our procedures related to deliveries and refunds in cases of damaged goods.
11. Intellectual Property
11.1. All content and materials on our website and app are owned or licensed by Alvargo and are protected by intellectual property laws. You may not use, reproduce, or distribute any content from our services without our written consent.
12. Termination of Services
12.1. We reserve the right to terminate or suspend your access to our services at our discretion, with or without cause, and without notice.
13. Governing Law and Jurisdiction
13.1. These Terms shall be governed by and construed in accordance with the laws of the State of Florida, USA. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the state and federal courts located in the State of Delaware.
14. Changes to Terms
14.1. We reserve the right to modify or revise these Terms at any time. We will notify users of any material changes to these Terms by posting a notice on our website or app. Your continued use of our services after such modifications will constitute your acknowledgment of the modified Terms and your agreement to abide by them.
15. Contact Information
If you have any questions or concerns regarding these Terms, please contact us at support@alvargo.us
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Last updated February 25, 2025
END USER LICENSE AGREEMENT
IMPORTANT – THIS IS A LEGAL AGREEMENT BETWEEN YOU ("you" or the "Authorized User") AND ALVARGO INC. [("Company" or “us”). “YOU” REFERS TO ALL INDIVIDUALS USING THE PLATFORM AND SERVICES, AND IF YOU USE THE PLATFORM ON BEHALF OF A CORPORATION, LLC, PARTNERSHIP, OR OTHER BUSINESS ENTITY, THEN “YOU” SHALL INCLUDE THAT BUSINESS ENTITY AND ALL INDIVIDUALS ASSOCIATED WITH USING THE PLATFORM. BEFORE DOWNLOADING, ACCESSING, OR USING ANY PART OF ALVARGO (“PLATFORM”). YOU SHOULD CAREFULLY READ THE FOLLOWING TERMS AND CONDITIONS CONTAINED IN THIS END USER LICENSE AGREEMENT ("EULA") AS THEY GOVERN YOUR ACCESS TO AND USE OF THE PLATFORM. COMPANY IS WILLING TO LICENSE AND ALLOW THE USE OF THIS PLATFORM ONLY ON THE CONDITION THAT YOU ACCEPT AND AGREE TO ALL OF THE TERMS AND CONDITIONS CONTAINED IN THIS EULA AND ALL POLICIES POSTED ON COMPANY’S WEBSITE. IF YOU DO NOT AGREE WITH THIS EULA, YOU ARE NOT GRANTED PERMISSION TO ACCESS OR OTHERWISE USE THE PLATFORM.
TERMS AND CONDITIONS