Terms of
Service

Agreement to terms

These Terms of Service ("Terms") govern access to and use of VeloRoute websites, applications, APIs, and logistics services.

By creating an account, generating a label, or shipping with VeloRoute, you agree to these Terms and our Privacy Policy. If you act on behalf of an organization, you represent that you have authority to bind that organization.

Services and accounts

VeloRoute provides courier, freight, cross-border, and related logistics services subject to service availability, lane coverage, and account standing.

You are responsible for maintaining accurate account information, safeguarding credentials, and all activity under your account.

We may suspend or terminate access for violation of these Terms, shipping policies, payment default, or activity that poses risk to our network or partners.

Shipper responsibilities

You agree to provide accurate shipment information and comply with applicable laws:

• Correct weights, dimensions, addresses, and commercial descriptions on every label and customs document.
• Adequate packaging for the goods shipped, including cushioning and exterior labeling where required.
• Compliance with import, export, and trade regulations for international shipments.
• Prompt cooperation with inspections, customs requests, and delivery attempts.

Prohibited and restricted items

You may not ship illegal goods, undeclared hazardous materials, or items prohibited under our shipping guidelines and applicable law.

Restricted items — including certain batteries, liquids, perishables, and high-value goods — may require approved service levels and documentation.

We may refuse, hold, or dispose of non-compliant shipments without liability, and you remain responsible for associated costs.

Rates, billing, and payment

Rates are determined by your active rate card or plan at the time of label creation. Fuel surcharges, residential fees, and other accessorials apply as specified in your agreement.

Starter plans are generally charged per shipment. Business and Enterprise plans are billed monthly in arrears unless otherwise agreed in writing.

Invoices are due per stated payment terms. Late payments may incur fees or service suspension. Billing disputes must be reported within 30 days of invoice date.

Service levels and SLAs

Published pickup windows, delivery targets, and support response times apply per your plan or enterprise agreement.

SLAs exclude delays caused by weather, customs, acts of government, force majeure, incorrect addresses, or shipper-provided errors unless otherwise contracted.

Service credits, where applicable, are the sole remedy for qualifying SLA misses as defined in your agreement.

Liability and claims

Liability for loss or damage is limited to the coverage level selected at shipment creation unless higher declared value or insurance is purchased.

Claims must be filed within 30 days of delivery or scheduled delivery date and include tracking ID, photos, and supporting documentation.

VeloRoute is not liable for indirect, incidental, or consequential damages, including lost profits, except where prohibited by law.

Intellectual property

The VeloRoute platform, branding, documentation, and software are owned by VeloRoute Logistics Inc. or its licensors.

You receive a limited, non-exclusive license to use our services for your internal business purposes. You may not copy, modify, or reverse engineer our systems except as permitted by law.

API and acceptable use

API access is subject to authentication requirements, rate limits, and documentation. You may not scrape, overload, or resell services without written consent.

You are responsible for securing API keys and webhook endpoints. Notify us promptly of suspected unauthorized use.

We may modify API endpoints with reasonable notice. Breaking changes to production APIs will be communicated in advance where practicable.

Termination

You may close your account at any time subject to outstanding balances and in-transit shipments.

We may terminate or suspend services immediately for material breach, legal requirement, or risk to our operations.

Provisions that by nature should survive termination — including payment obligations, liability limits, and dispute terms — will remain in effect.

Governing law and disputes

These Terms are governed by the laws of the State of New York, without regard to conflict-of-law principles.

Except where prohibited, disputes shall be brought in the state or federal courts located in New York County, New York.

Nothing in these Terms limits mandatory consumer protections available in your jurisdiction.

Changes and contact

We may update these Terms with notice via email, dashboard notification, or by posting an updated version on this page.

Continued use after the effective date of changes constitutes acceptance. If you do not agree, you must stop using our services.

Questions about these Terms: legal@veloroute.com. General support: hello@veloroute.com.