Nexro Courier Group — Terms & Conditions
Effective Date: February 2026
Last Updated: 03 / 01 / 2026
Your request for services from Nexro Courier Group (“Nexro,” “we,” “us”) constitutes your agreement to be bound by these Terms & Conditions (“Terms”). If you request service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.
These Terms apply to all services including healthcare courier, STAT/expedited, routed work records transport, on-demand deliveries, re-attempts, and returns, whether requested by email, phone, portal, or dispatch system.
Table of Contents
Acceptance of Terms
Definitions
Scope of Services
Client Obligations (Accuracy, Access, Readiness)
HIPAA-Aware Handling & Privacy Controls (Minimum Necessary)
Chain-of-Custody + Proof of Delivery (POD) Standard
Secure Transport Standard (STS-6)
Packaging, Condition, and Prohibited Items
Service Windows, ETAs, and the No-Surprise Rule
Wait Time Policy (15-Minute Grace; $0.80/Minute)
Attempts, Re-Attempts, and Return-to-Origin
Rates, Quotes, and Additional Charges
Billing, Payment Terms (Net 15), and Disputes (7 Days)
Claims Window (48 Hours)
Limitation of Liability & Disclaimer of Warranties
Indemnification
Force Majeure
Independent Contractors / Service Partners
Suspension, Refusal, and Termination of Service
Intellectual Property (Website + Materials)
Governing Law; Venue
Notices; Contact Information
Changes to These Terms
1. Acceptance of Terms
By requesting service, approving a quote, sending pickup instructions, or authorizing dispatch, you agree to these Terms. If you do not agree, do not request services from Nexro.
2. Definitions
Client: The organization or person requesting service.
Shipment: Any item transported (patient-care materials, diagnostic shipments, pharmaceuticals where permitted, packages, records, filings, confidential documents, etc.).
POD: Proof of Delivery (signature/printed name/timestamp and/or permitted photo/notes).
Attempt: A pickup/delivery effort where completion is prevented by site/client conditions.
Re-Attempt: A second trip required to complete pickup/delivery.
Return-to-Origin (RTO): Return of shipment to pickup point or instructed location.
STS-6: Nexro Secure Transport Standard executed on every run.
3. Scope of Services
Nexro provides courier transportation and documented handoff only. Nexro does not provide medical advice, clinical services, diagnostic processing, chain testing, or filing acceptance guarantees unless explicitly stated in a signed agreement.
4. Client Obligations (Accuracy, Access, Readiness)
Client is responsible for providing complete and accurate job details, including:
correct addresses (suite/unit/department), cutoffs, access instructions
accurate contacts who will answer calls/texts during service
clear receiving procedures (front desk, intake, receiving dock, clerk, secure drop rules)
Client must ensure shipments are ready at pickup and receivers are available. Delays caused by missing info, closed facilities, incorrect addresses, or receiver unavailability are billable exceptions.
5. HIPAA-Aware Handling & Privacy Controls (Minimum Necessary)
Nexro operates with a privacy-first, HIPAA-aware posture and limits exposure to sensitive information through “minimum necessary” handling:
shipment details are shared only through approved channels
we avoid photographing labels/paperwork containing identifiers unless required and approved
we maintain controlled communication and documentation discipline
Client responsibility: Client controls what is printed on labels and documents and agrees to include only what is necessary for transport and verification.
Privacy incident escalation: Suspected misdelivery, unauthorized access, or accidental exposure triggers immediate escalation, documentation, and client notification.
6. Chain-of-Custody + Proof of Delivery (POD) Standard
Nexro uses chain-of-custody discipline to reduce disputes:
delivery is made only to a verified receiver or approved receiving process per instructions
POD is captured when required (signature + printed name + timestamp)
exceptions are documented immediately and escalated
If a receiver refuses to sign or site policy restricts signatures, Nexro documents the exception and records alternate verification where available.
7. Secure Transport Standard (STS-6)
Every run executes STS-6:
Verify pickup details, count/condition, instructions
Secure stable position; non-slip base; zero loose movement
Stabilize straps/support when needed; heavy items low/centered
Document notes/time logs/photos as permitted
Protect locked vehicle when unattended; no unauthorized passengers
Complete deliver to verified receiver; POD; escalate exceptions
8. Packaging, Condition, and Prohibited Items
A) Patient-Care Materials & Diagnostic Shipments
Client is solely responsible for proper packaging prior to handoff. Nexro drivers:
do not open inner containers or sealed packages
do not repackage compromised materials
may refuse transport if leakage/spillage/compromised containment is detected
9. Service Windows, ETAs, and the No-Surprise Rule
ETAs are estimates and may be impacted by traffic, weather, facility security, and access conditions. Nexro follows a “No Surprise Rule” and escalates issues early when risks arise. Nexro is not responsible for delays outside its reasonable control.
10. Attempts, Re-Attempts, and Return-to-Origin
Attempts
If pickup or delivery cannot be completed due to receiver unavailable, access denied, incorrect address, facility closed, missing instructions, or other Client/site-side issues, the job may be billed as an Attempt and documented.
Re-Attempts
A re-attempt is billed as a new run:
Re-attempt charge = Base Rate (same service tier)
plus applicable mileage and wait time
Returns (Return-to-Origin / Reverse Logistics)
A return is billed as an additional movement:
Return Fee + Base Rate
plus, applicable mileage and wait time
Mileage there & back rule: If Nexro picks up and drives 15 miles and must return the item, mileage applies outbound + return (there & back), plus the base/return charges above.
12. Rates, Quotes, and Additional Charges
Rates are based on the selected service level, distance/mileage, time windows, access complexity, wait time, attempts, returns, after-hours, and special handling. Client agrees additional charges may apply when supported by documentation.
13. Claims Window (48 Hours)
All claims (damage, shortage, condition issues, service disputes tied to shipment integrity) must be submitted in writing within 48 hours of delivery, with documentation. Claims submitted after 48 hours may be denied due to chain-of-custody and evidence limitations.
14. Indemnification
Client agrees to indemnify and hold harmless Nexro from claims arising out of Client’s packaging failures, illegal contents, improper labeling, incorrect instructions, or violation of applicable laws/regulations.
15. Force Majeure
Nexro is not liable for delays/failure due to events beyond reasonable control (weather, disasters, road closures, emergencies, government actions, outages).
16. Independent Contractors / Service Partners
Some drivers may operate as independent contractors. Nexro enforces standards and documentation discipline regardless of classification.
17. Suspension, Refusal, and Termination of Service
Nexro may refuse, suspend, or terminate service for safety concerns, prohibited items, nonpayment, abusive conduct, repeated access failures, or requests outside scope.
18. Intellectual Property (Website + Materials)
Nexro’s website content, operating standards, branding, and materials are owned by Nexro and may not be copied or reused without written permission.
19. Governing Law; Venue
These Terms are governed by the laws of the State of Florida. Venue for disputes shall be the appropriate state or federal courts in Florida unless superseded by a signed MSA.
22. Notices; Contact Information
Official notices, billing, and compliance packet requests:
Email: dispatch@nexrocouriergroup.com
Phone: 813-701-8321
23. Changes to These Terms
Nexro may update these Terms periodically. Updated Terms apply to service requested after the effective date posted.