services Policy

This Service Policy explains how Mobile Delivery Services LLC (“MDS,” “we,” “us,” or “our”) delivers and administers its services.

This policy should be read together with the MDS Terms & Conditions.

The Terms & Conditions establish the general business relationship between MDS and its customers. This Service Policy establishes the operational requirements that apply to the performance of MDS services.

SERVICES

MDS provides delivery, transportation, logistics, and labor-support services for residential and commercial customers.

Services may include:

• Same-Day Delivery

• Scheduled Delivery

• Residential Delivery

• Commercial Delivery

• Retail & E-Commerce Fulfillment

• Warehouse Transfers

• Small-Package Delivery

• Bulky-Item Delivery

• Palletized Shipments

• Delivery Coordination

• Logistics Support

• Labor-Only Moving Services

• Loading and Unloading Assistance

• Other services specifically agreed upon with MDS

Service availability depends on location, requested date and time, service requirements, vehicle availability, staffing, routing, and operating conditions.

REQUESTING SERVICE

Customers may request service through the MDS website, telephone, email, text message, or other available communication channels.

To evaluate and schedule a service, MDS may require:

• Pickup location

• Delivery location

• Requested date and time

• Contact information

• Recipient information

• Item description

• Number of items

• Approximate size and weight

• Special handling requirements

• Access conditions

• Additional stops

• Other information necessary to perform the service

A service is not confirmed until MDS accepts the request and confirms the service.

CUSTOMER PREPARATION

Before the scheduled service, customers must:

• Have items ready for pickup

• Properly package and secure items

• Provide accurate pickup and delivery information

• Provide complete contact information

• Identify fragile or special-handling items

• Disclose oversized or unusually heavy items

• Provide safe and reasonable access

• Provide necessary access instructions

• Ensure the recipient is available when required

MDS may be unable to complete a service when required information, access, preparation, or conditions are not provided.

PACKAGING AND ITEM CONDITION

Customers are responsible for preparing items for transportation or handling.

MDS does not routinely inspect the internal contents of packages.

Customers should inform MDS before service about items that require special care, handling, equipment, or additional personnel.

MDS may refuse an item or service when the condition of the item creates an unreasonable safety, legal, or operational concern.

ACCESS REQUIREMENTS

Customers must provide safe and reasonable access to pickup and delivery locations.

Additional time, labor, or charges may apply when service conditions involve:

• Stairs

• Long distances between the vehicle and location

• Restricted access

• Difficult loading or unloading

• Elevators or building restrictions

• Limited parking or loading access

• Other conditions requiring additional time or labor

Customers should disclose known access restrictions before service whenever possible.

WAIT TIME

Each service includes 15 minutes of complimentary total wait time, combined across the pickup and delivery locations.

The 15-minute allowance is shared between the pickup and delivery portions of the service and is not a separate allowance for each location.

Additional wait-time charges may apply after the included 15 minutes when MDS personnel are required to remain at a location because of:

• Customer delays

• Recipient delays

• Items not being ready

• Loading or unloading delays

• Access problems

• Facility delays

• Incorrect instructions

• Other circumstances requiring MDS personnel to wait

DELIVERY WINDOWS

MDS may provide an estimated delivery time or delivery window.

Unless expressly agreed otherwise in writing, delivery times are estimates and are not guaranteed.

Traffic, weather, road conditions, access conditions, recipient availability, routing, operational conditions, and other circumstances may affect the actual delivery time.

MDS will make reasonable efforts to communicate material delays when practical.

PROOF OF DELIVERY

MDS may use one or more methods to confirm completion, including:

• Photograph

• Signature

• Driver confirmation

• Electronic confirmation

• Other reasonable proof of delivery

Once the requested delivery has been completed and appropriately confirmed, the service is considered complete.

FAILED DELIVERY

A delivery may be considered unsuccessful when:

• The recipient is unavailable

• The recipient refuses delivery

• No safe delivery location exists

• The provided address is incorrect

• Required access is unavailable

• Items are not ready

• Conditions prevent safe completion

• Other circumstances prevent MDS from completing the delivery

MDS will make reasonable efforts to determine the appropriate next step.

RETURNS AND REDELIVERY

Returns and redelivery are not automatically included in the original service.

A return or additional delivery attempt may be treated as a new service and may result in additional charges.

Applicable pricing will depend on the circumstances and requirements of the additional service.

CANCELLATION

Cancellation charges depend on the stage of the service.

Before assignment: Generally no cancellation fee.

After assignment: A partial cancellation charge may apply.After dispatch: A dispatch-related charge may apply.

After pickup: The service is generally non-cancellable.

Same-day cancellations after dispatch may incur applicable charges.

Scheduled cancellations made within 24 hours may incur applicable charges.

RESCHEDULING

Rescheduling requests are subject to availability.

MDS will make reasonable efforts to accommodate a requested change, but a new date or time is not confirmed until MDS accepts the change.

Rescheduling may affect pricing, availability, routing, staffing, and service conditions.

ADDITIONAL SERVICES OR CHANGES

The original service request establishes the basis for the original quote.

Additional charges may apply when the actual service differs from the original request, including:

• Additional items

• Additional stops

• Additional labor

• Additional personnel

• Changes in location

• Returns

• Redelivery

• Extended wait time

• Restricted access

• Special handling

• Other material changes to the requested service

MDS will make reasonable efforts to communicate material changes when practical.

AFTER-HOURS SERVICE

After-hours services may be available depending on MDS operational capacity.

An after-hours adjustment of 5% to 20% may apply when MDS accepts an after-hours request.

The applicable adjustment will be communicated as part of the service quote or agreement.

PROHIBITED ITEMS

MDS does not knowingly accept:

• Illegal items or substances

• Unsafe items

• Prohibited items

• Regulated hazardous materials requiring permits

• Unsecured items that cannot reasonably be transported safely

• Perishable items unless specifically approved in advance

MDS may refuse or discontinue service when an item or circumstance presents a safety, legal, regulatory, or operational concern.

SERVICE DELAYS

MDS will make reasonable efforts to complete services within the agreed or estimated service window.

Delays may occur because of:

• Traffic

• Weather

• Road conditions

• Accidents or road closures

• Pickup delays

• Delivery delays

• Recipient unavailability

• Incorrect information

• Access problems

• Facility restrictions

• Other operational conditions

MDS is not responsible for delays caused by circumstances outside its reasonable control.

SERVICE COMPLETION

A service is considered complete when the requested service has been performed and confirmed through an appropriate method.

Completion may be established through driver confirmation, photograph, signature, electronic confirmation, or another reasonable method applicable to the service.

CUSTOMER COMMUNICATION

MDS may communicate with customers regarding requested services through available business communication channels.

This may include:

• Telephone

• Email

• SMS/text messaging

• Other communication channels used in connection with the requested service

Service-related communication may be used to coordinate the requested service, provide updates, address changes or delays, answer questions, and resolve service-related issues.

MDS’s Privacy Policy governs privacy and SMS-related information practices.

SERVICE AREAS

MDS provides services throughout New Jersey and surrounding regional markets.

Service areas may include:

• New Jersey

• New York

• Pennsylvania

• Connecticut

• Delaware

Coverage depends on the requested location, distance, route, timing, service requirements, and operational availability.

SERVICE AVAILABILITY

MDS does not guarantee availability for every requested date, time, location, vehicle type, service type, or shipment.

Availability depends on operational capacity and the specific requirements of each request.

A quote or inquiry does not guarantee availability until the service has been accepted and confirmed by MDS.

SERVICE QUALITY AND CUSTOMER COMMUNICATION

MDS strives to provide professional, dependable, and clearly communicated service.

Customers should communicate known changes, access issues, delays, recipient changes, or other circumstances that may affect the service as soon as reasonably possible.

Clear communication helps MDS coordinate service efficiently and reduce avoidable delays.

SERVICE ISSUES

Customers should report service-related concerns to MDS as soon as reasonably possible after the service.

MDS may review available service records, communications, photographs, proof of delivery, and other relevant information when evaluating a service concern.

Customers may be asked to provide reasonable information or documentation necessary to evaluate the issue.

RELATIONSHIP TO TERMS & CONDITIONS

This Service Policy governs the operational aspects of MDS services.

The MDS Terms & Conditions govern the broader business relationship, including customer obligations, pricing principles, cancellation terms, liability, payment, and other general conditions.

If a service-specific written agreement contains terms that differ from this Service Policy, the service-specific agreement will control to the extent of the difference.

POLICY UPDATES

MDS may update this Service Policy when necessary to reflect changes to services, operations, business practices, or service requirements.

The current version will be published on the MDS website.

The version applicable to a particular service will generally be the version in effect when the service is requested or confirmed, unless otherwise agreed or required by applicable law.

Contact MDS

Mobile Delivery Services
Phone: (973) 404-0977.
General Inquiries: info@mdsdeliver.com
Sales: sales@mdsdeliver.com
Website: www.mdsdeliver.com