Terms & Conditions
Please read these Terms and Conditions carefully before using our services. By engaging Diamond Back Express Inc., you agree to be legally bound by these terms.
By booking, scheduling, or receiving services from Diamond Back Express Inc ("Company," "we," "us," or "our"), you ("Client," "you," or "your") agree to be legally bound by these Terms and Conditions. If you do not agree to these terms, do not use our services. These Terms and Conditions constitute a binding legal agreement between you and the Company.
The Company provides premium white glove delivery and logistics services, which may include:
- Inside delivery and room-of-choice placement
- Unpacking, assembly, and installation of items as agreed
- Debris and packaging removal
- Scheduled and time-sensitive delivery coordination
- Warehousing and storage prior to delivery
The specific scope of services will be confirmed at the time of booking. Any services not explicitly included in the service agreement are not covered under these terms.
All service bookings must be confirmed in writing via email, online booking portal, or signed service agreement. A booking is not confirmed until the Client receives written confirmation from the Company.
- 48 hours or more before scheduled service: No charge.
- 24–48 hours before scheduled service: Cancellation fee of up to 25% of total service cost.
- Less than 24 hours before scheduled service: Cancellation fee of up to 50% of total service cost.
- No-shows or same-day cancellations: Full service charge may apply.
The Company reserves the right to reschedule services due to unforeseen circumstances, including weather, vehicle issues, or staffing emergencies. Clients will be notified as soon as possible in such cases.
The Client is responsible for ensuring:
- Clear and unobstructed pathways to the delivery area
- Adequate space and safe access for delivery personnel and equipment
- Parking availability and legal access for delivery vehicles
- Notification of any stairs, elevators, narrow hallways, or access restrictions prior to delivery
The Company reserves the right to refuse or suspend delivery if the site conditions are deemed unsafe or inaccessible. In such cases, a failed delivery fee may apply.
The Client must provide accurate delivery addresses, contact information, item descriptions, and any special handling instructions at the time of booking. Additional charges may apply for incorrect information that results in delays or failed deliveries.
Upon delivery, the Client or an authorized representative must:
- Inspect all delivered items for visible damage before signing the delivery confirmation
- Note any damage, discrepancies, or concerns on the delivery receipt before signing
- Retain a copy of the signed delivery receipt for their records
The Company is not liable for damage to pre-existing conditions not noted at the time of delivery.
The Company's liability for any damaged, lost, or destroyed items is limited to the lesser of:
- The actual documented value of the item at the time of delivery
- The cost of repair or replacement of the damaged portion
- The declared value stated at the time of booking
The Company is not liable for indirect, incidental, consequential, or special damages arising from the performance or failure of services.
The Company is not liable for:
- Damage to items with pre-existing conditions not disclosed at booking
- Damage resulting from inadequate packaging provided by the Client or third parties
- Items of extraordinary value (fine art, antiques, jewelry) unless special handling is arranged and declared in writing
- Damage to walls, floors, doorways, or structures unless caused by gross negligence of Company personnel
- Items prohibited under Section 10 of these Terms
The Company maintains general liability and cargo insurance coverage. Basic coverage is included in all service agreements. Clients requiring additional coverage for high-value or fragile items must request supplemental insurance at the time of booking. Additional insurance charges will apply and must be confirmed in writing prior to service.
It is the Client's responsibility to maintain their own property and homeowner's/renter's insurance for items of extraordinary or sentimental value.
Service fees are established at the time of booking based on the scope of services, item details, distance, and any additional requirements. All fees must be paid as follows:
- Residential services: Payment due upon completion of delivery unless otherwise agreed in writing
- Commercial/B2B accounts: Net 15 or Net 30 payment terms as outlined in the service agreement
- Large or custom projects: A deposit of up to 50% may be required at the time of booking
Invoices not paid within the agreed payment terms are subject to a late fee of 1.5% per month on the outstanding balance. The Company reserves the right to suspend services for accounts with outstanding balances.
Additional charges may apply for:
- Long carries, stairs, or elevator use beyond standard scope
- Items exceeding stated weight or size limitations
- Wait time exceeding 30 minutes beyond the scheduled delivery window
- Re-delivery due to failed delivery attempts caused by the Client
If a delivery is refused by the Client without valid cause, or if a delivery cannot be completed due to Client-caused issues (inaccessibility, absence, incorrect address), the Client remains responsible for the full service fee. A re-delivery fee will apply for any subsequent delivery attempts.
The Company will not transport the following items:
- Hazardous materials, flammable substances, or explosive devices
- Illegal substances or contraband
- Perishable goods or live animals
- Currency, securities, or negotiable instruments
- Unauthorized firearms or weapons
The Client warrants that no prohibited items are included in the delivery. The Company reserves the right to refuse service or terminate a delivery upon discovery of prohibited items without refund.
The Company shall not be liable for delays, failures to perform, or service interruptions caused by events beyond its reasonable control, including but not limited to: natural disasters, severe weather, acts of war or terrorism, government actions, labor disputes, road closures, or utility failures. In such events, the Company will make reasonable efforts to reschedule services at no additional charge to the Client.
The Company may engage subcontractors or third-party service providers to assist with deliveries. While the Company maintains oversight of all services, it is not responsible for damages caused solely by the independent actions of third-party contractors beyond the Company's reasonable supervision and control.
The Company collects and uses Client information solely for the purpose of providing logistics services, processing payments, and communicating regarding scheduled services. Client information will not be sold or shared with third parties except as required by law or as necessary to perform contracted services (e.g., subcontractors).
For more information, please refer to our Privacy Policy available on our website.
Any damage or loss claims must be submitted to the Company in writing within 5 business days of the delivery date. Claims must include:
- A description of the damaged or missing item(s)
- Photos documenting the damage
- The original delivery receipt
- Documentation of item value (receipt, appraisal, or estimate)
The Company will acknowledge all claims within 5 business days and work toward resolution within 30 days of receiving complete documentation.
Any disputes not resolved through the Company's internal claims process shall be submitted to binding arbitration in the state in which services were rendered, in accordance with the rules of the American Arbitration Association. Both parties waive the right to a jury trial and to participate in a class action lawsuit.
To the maximum extent permitted by applicable law, the Company's total liability to the Client for any claim arising out of or related to services provided shall not exceed the total amount paid by the Client for the specific service giving rise to the claim. In no event shall the Company be liable for loss of profits, loss of use, or any indirect, incidental, or consequential damages.
The Client agrees to indemnify, defend, and hold harmless the Company, its officers, employees, agents, and subcontractors from and against any claims, losses, damages, liabilities, and expenses (including reasonable attorney's fees) arising out of: (a) the Client's breach of these Terms; (b) the Client's negligence or willful misconduct; or (c) inaccurate information provided by the Client at the time of booking.
The Company reserves the right to update or modify these Terms and Conditions at any time. Changes will be posted to the Company's website with an updated effective date. Continued use of Company services following any modification constitutes acceptance of the revised Terms.
These Terms and Conditions shall be governed by and construed in accordance with the laws of the state in which the Company is incorporated or primarily operates, without regard to conflict of law principles.
If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
These Terms and Conditions, together with any signed service agreement or booking confirmation, constitute the entire agreement between the Client and the Company with respect to the services provided and supersede all prior agreements, representations, or understandings.
For questions regarding these Terms and Conditions, please contact us at:
- Diamond Back Express Inc. (Diamond Back Events / Diamond Back LLC)
- Email: inquiries@diamondbackexpress.com
- Phone: (905) 355-5144
- Address: 212-4515 Ebenezer Rd, Brampton, ON L6P 2K7
Our team is available to clarify any aspect of our service terms or policies.
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