At our option, we will either refund or credit your transportation charges upon request if we deliver your shipment 30 minutes or more after our delivery commitment. We will attempt to notify you twice by phone if there is any change in the time of delivery. If requested by YOU, we will also attempt to notify the recipient twice of any change in the quoted delivery time. If we are unable to reach you or the recipient after two (2) attempts, we will assume no liability for our inability to notify.

Service Failure

In order to qualify for a refund or credit due to service failure, the following limitations apply:

• For invoiced packages/shipments and for packages/shipments by shippers using eZrunner™, we must receive your notification (in writing or by phone) of a service failure within ten (10) calendar days from the original invoice date. You must furnish with your payment the invoice numbers to which your payment applies. If an invoice is not paid in full, the reason for each unpaid charge must be noted, along with its tracking number.

• For packages/shipments that we don't invoice because they were paid by check, money order or credit card, you must notify us (in writing or by phone) of a service failure within ten (10) calendar days from the date of shipment. We will send your refund to the billing address on your account.

• Notification must include the account number (if any), the package tracking number, the package/shipment weight and the date of the shipment. Complete recipient information must be provided.

• A service failure will not be deemed to have occurred if within thirty (30) calendar days after you notify us, we provide you with the following:

  • Proof of timely delivery, consisting of the date and time of delivery and the name of the person who signed for the shipment or signature release information.

  • Service exception information reflecting that the failure to deliver a package/shipment resulted from circumstances described under Liabilities Not Assumed.

• A service failure will not be deemed to  have occurred if a "Bill To" account number was provided at the time of shipment that was NOT in good credit standing, and the package/shipment was not delivered until alternate payment arrangements were secured.

• We are not obligated to respond when your request is not received within the time limits stated above.

• The freight package/shipment was not booked as required.

Only ONE refund or credit is permitted per package/shipment. In the case of multiple-package shipments, this Guarantee will only apply to one package in the shipment. If a service failure occurs for any package within the shipment, a refund or credit will be given  only for the portion of the transportation charges applicable to that package.

There are no delivery commitments for packages/shipments on which the Guarantee is suspended.

A refund or credit will not be given for packages/shipments delayed due to incorrect addresses or ZIP codes or the unavailability or refusal of a person to accept delivery or any of the causes described under Liabilities Not Assumed.

Reliable Runners will not be liable under the Service Failure Guarantee if we do not release a package/shipment without obtaining signature, and no one is available to sign for the package/shipment where delivery without obtaining a signature has been authorized. This "money-back" guarantee does not apply to requests for invoice adjustments based on overcharges. (See Billing Terms for more details.)

A refund or credit will not be given to shippers using eZrunner™ when incorrect package/shipment tracking numbers are applied to the subject package/shipment. Credits for transportation charges and refunds will be applied to the payer's account ONLY. The Guarantee Policy does not apply to returned or "undeliverable" packages/shipments.

For C.O.D. packages/shipments, this Guarantee Policy applies to transportation charges and to the additional charge for C.O.D. service. It also applies to the return of the C.O.D. payment to the sender.

NOTE: The quoted delivery commitment time may change for many reasons, including - but not limited to - the following circumstances: flight delays or cancellations due to air traffic control, bad weather or mechanical problems. If the delivery commitment changes, this Guarantee Policy will only be applicable to the latest delivery commitment. You agree that our records, regarding quoted delivery times, will constitute conclusive proof of any such quotes.

Please send your invoice adjustment requests - along with your payment - to the following address:

Reliable Runners Courier Service
ATTN: Accounts Receivable Dept.
8624 Station Street
Mentor, OH 44060