North Horizon Express Policies

1. Service Policy

• All deliveries are completed as safely and efficiently as possible.
• Service availability may vary depending on distance, urgency, and time of day.
• Hazardous or illegal items will not be transported under any circumstances.

2. Payment Policy

• Payment is required before delivery unless an ongoing business account is approved.
• Accepted payments include card, Cash App, Zelle, PayPal, or invoice for businesses.
• Deliveries are dispatched once payment is confirmed.

3. Cancellation & Rescheduling Policy

• Cancellations before dispatch incur no fee.
• If the driver is already en route, a cancellation fee may apply.
• Rescheduling is free if done before dispatch.

4. Refund Policy

• Refunds are issued only if the delivery was not completed due to service error.
• No refunds for incorrect addresses or incomplete information.
• Weather or traffic delays do not qualify for refunds.

5. Wait Time Policy

• A complimentary 5–10 minute wait time is included at pickup.
• Additional wait time may incur a per-minute fee.
• Unreachable customers may result in a failed pickup fee.

6. Damage & Liability Policy

• Items are handled with care throughout transport.
• North Horizon is not responsible for damage from poor packaging by the customer.
• High‑value or fragile items may require disclosure or extra protection.

7. Confidentiality Policy

• All deliveries are handled with strict confidentiality.
• Documents, medical items, and client data are protected at all times.
• Packages are never opened unless necessary for safety.

8. Delivery Attempt Policy

• One delivery attempt is included per order.
• If the recipient is unavailable, items may be returned or re-delivered for an additional fee.
• Safe-drop options are available with customer approval.

9. Weather & Traffic Policy

• Unpredictable conditions may cause delays.
• All reasonable efforts will be made to complete delivery once conditions improve.

10. Restricted Items Policy

• No weapons, ammunition, or explosives.
• No illegal substances or hazardous materials.
• Items requiring refrigeration must be disclosed in advance.