Terms of service.

TREXITY

Terms of Service – United States

Effective January 1st, 2026 · These Terms are governed by and construed in accordance with the laws of the United States and the laws of the applicable Governing State in which Trexity operates and in which the Merchant or Business is located,

Welcome to Trexity Inc. (“Trexity”, “we”, “our”, “us”). These Terms of Service (“Terms”) govern your access to and use of the Trexity platform, including our mobile application, web portal, and all related delivery services (collectively, the “Service”). They apply to all visitors, registered users, and business accounts.

These Terms cover both your legal relationship with Trexity as a platform user and your operational responsibilities as a business scheduling deliveries. By creating an account or scheduling a delivery, you confirm that you have read, understood, and agree to be bound by all sections.

If you do not agree with these Terms, you may not use the Trexity platform. Contact us at info@trexity.com before proceeding.

1.  Eligibility & Accounts

The Service is intended for individuals and businesses that are at least 18 years of age. By accessing the Service, you confirm that you meet this requirement and have full legal authority to enter into and abide by these Terms.

Account Registration

• You must provide accurate, complete, and current information when registering. Inaccurate or outdated information may result in immediate account suspension or termination.
• You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
• Notify us immediately at info@trexity.com if you become aware of any unauthorized use of your account or any security breach.
• Usernames must not impersonate any person or entity, infringe on any intellectual property rights, or be offensive, vulgar, or obscene.
• Trexity reserves the right to refuse service, suspend, or terminate accounts at its sole discretion, including for breach of these Terms.

2.  Getting Support

We are committed to resolving your issues quickly. Use the right channel to ensure the fastest response. Please have your order reference number ready when contacting support.

Know Who to Call – What is a Live Delivery vs a Past Delivery

Live Delivery: Your order is actively in motion,from the moment of pickup until the package is in your customer’s hands.

Past Delivery: Any order where the delivery attempt has been completed, regardless of outcome.

Situation	Contact	Covers
Live Delivery Support	647-873-9489	Active pickups/dropoffs, order updates, cancellations
Past Delivery Inquiries	support@trexity.com	Missing/stolen orders, misdeliveries, refund requests
Account Support	merchant@trexity.com	Account setup, platform integrations, account updates
General Feedback	info@trexity.com	Suggestions, errors, technical feedback

For urgent live delivery issues, always call 647-873-9489.

Email is monitored Monday–Friday, 6AM–6PM EST for refunds/claims and 7AM-3AM for everything else .

3.  Communications & Consent

By creating an account, you agree to receive email communications from Trexity, including account notifications, delivery notifications, newsletters, and marketing or promotional materials. SMS communications are opt-in only and are not enabled automatically when you create an account:

• Couriers may opt in to SMS communications during sign-up.
• Delivery recipients may opt in to SMS delivery notifications via the tracking page for their order.
• Merchants do not receive SMS notifications from Trexity.

SMS message frequency may vary and message and data rates may apply.

You may withdraw consent for any or all of these communications at any time by following the unsubscribe link in an email, updating your account settings, replying STOP to any SMS, or emailing optout@trexity.com.

By accessing or using our Service, you represent and warrant that you have obtained all necessary consents from your customers and recipients before providing their contact information to Trexity, and you expressly authorize, on their behalf, the transmission of delivery notifications via email. To those recipients who receive SMS, they would have opted in through the tracking page or another approved channel.

4.  Purchases, Fees & Billing

Payment

By making a purchase through the Service, you represent and warrant that: (i) you have the legal right to use the payment method provided; and (ii) all payment information supplied is true, correct, and complete. Trexity uses third-party payment processors to facilitate transactions. By submitting payment details, you authorize us to share that information with those processors as required to complete your purchase.

Fee Changes

Trexity may modify subscription or service fees at any time. We will provide reasonable advance notice before any fee change takes effect at the end of your current billing cycle. Continued use of the Service after a fee change constitutes acceptance of the revised amount.

Refunds & Cancellations

Except where required by applicable law, paid subscription fees are non-refundable. Trexity reserves the right to cancel or refuse any order at its sole discretion, including cases involving suspected fraud, pricing errors, or service unavailability. Service credits may be issued in specific circumstances as described in Section 12.

5.  Business Contact Information

Maintaining accurate and current business information is essential to a reliable pickup and return process. Your profile details must reflect your actual operating hours, location, and contact information at all times.

On-Site Availability

• A business representative must be on-site and available within 5 minutes of courier arrival during your stated business hours.
• Review and update your business profile at minimum once per month, or immediately following any change in location, hours, or staffing.
• If you anticipate being unavailable during a scheduled pickup, contact Support at 647-873-9489 as early as possible.

Returns

• A representative must be available at the original pickup location to accept any return.
• Trexity does not store packages overnight. If no one is available to receive a return, your business assumes full responsibility for any resulting loss, theft, or damage.
• Return fees may apply for unsuccessful returns. Fee details are available in your Trexity business portal or from our Support Team.
• Rerouting to an alternate address can be requested but is not guaranteed, courier availability at that stage is outside Trexity’s control.

** Liability for unattended returns,including loss, theft, or damage, rests entirely with your business once a return attempt has been logged as unsuccessful.

6.  Package Requirements

All packages must meet the following requirements before being handed to a courier. Non-compliant packages will be rejected at pickup and cancellation fees will apply.

Size & Weight

• Maximum dimensions: 20″ x 12″ x 12″. Maximum weight: 35 lbs. These are hard limits, not guidelines.
• Packages must be closed containers (box or bag) that fit comfortably, without forcing, bending, or stacking, in the trunk or rear seat of a standard passenger vehicle.
• Trexity reserves the right to reject any non-compliant package at pickup. A cancellation fee applies to all rejected orders.

Perishable & Fragile Items

• Perishable items must be in a sealed, insulated container (e.g., styrofoam-lined or thermal bag) appropriate for the full duration of the delivery window.
• Fragile items must be enclosed in a rigid outer box with a minimum of 1″ of cushioning (bubble wrap, foam, or packing peanuts) on all sides.
• Liquids must be fully contained to avoid any spillage 

Restricted & Prohibited Items

• Pharmaceuticals, alcohol, and tobacco/vape products require mandatory PIN verification at delivery. Your business is responsible for ensuring customers are prepared with their PIN before handoff. Valid government-issued ID must be presented upon delivery for any alcohol or tobacco/vape orders to verify age.
• Certain items cannot be delivered through Trexity, including but not limited to: hazardous materials, live animals, and weapons. A full list is available in your Trexity portal.

7.  Accurate Delivery Information

Providing complete and accurate delivery information is your responsibility. Errors or omissions can result in failed deliveries, returned packages, and additional fees, for which Trexity accepts no liability.

Required Fields

• Address must include: street number, street name, city, postal code, and unit or suite number if applicable. Incomplete addresses are your responsibility to verify before scheduling. Trexity does not audit delivery information on your behalf.
• A customer phone number is required for courier contact and a customer email address is required for delivery notifications. Delivery cannot proceed without both.
• Trexity will notify customers by SMS and email prior to courier arrival if they have opted in. If a customer is unreachable for an in-person delivery, a redelivery fee applies.

*If a delivery fails due to incorrect or incomplete information provided by your business, Trexity is not responsible for lost or stolen items. Return and/or redelivery fees will apply. Trexity couriers do not deliver to PO Boxes.

8.  Labels & Order Readiness

Label Requirements

• Every individual package must carry a unique, valid Trexity label with a fully visible and undamaged barcode.
• Trexity is not liable for issues arising from missing, damaged, or incorrect labels. Ensuring label accuracy is your responsibility.

Pickup Readiness

• All packages must be fully assembled and ready for handoff before the courier arrives. Do not begin packing after the courier has arrived.
• Couriers will wait a maximum of 10 minutes from arrival. After 10 minutes, the courier will log departure and move on. A full cancellation fee applies and the order is rescheduled for the next available window.

9.  Pick-Up Process

Availability & Access

• Your pickup location must be accessible during your stated business hours, with a representative available within 5 minutes of courier arrival.
• The pickup environment must be clean and safe for couriers at all times.
• Trexity does not service airport terminal pickups. Shipments to airport cargo facilities must be arranged separately.

Wayfinding Instructions

• All pickup instructions must be entered in the Pickup Notes field of your Trexity dashboard. Couriers rely solely on these notes,do not relay instructions by phone or email, as they will not be seen.

10.  Delivery Instructions

All delivery instructions must be entered in the Delivery Notes field of your Trexity dashboard before the order is scheduled. Instructions submitted after scheduling will not be honored.

What Couriers Will and Will Not Follow

• Couriers will ONLY follow instructions entered in the Delivery Notes field. Verbal instructions, notes written on packages, or directions sent by phone or email will NOT be followed.
• Do not request specific delivery times. Deliveries are routed within your selected window; time-specific requests cannot be accommodated.

* If delivery notes were not followed as entered, contact support@trexity.com with your order reference number within 24 hours.

11.  Drop-Off Protocol & Proof of Delivery

Select your proof-of-delivery method when scheduling. All three methods are available through your Trexity dashboard.

Photo Drop-Off

• Upon arrival, the courier will knock or ring the doorbell and wait a moment for a response. If there is no answer, the package is placed at the location specified in your delivery notes or a suitable location if notes are not provided. A photo is taken as proof of delivery.
• For condos or apartments: the courier will use the provided buzzer code. If unavailable, the package will be left at the furthest most secure location the courier can access (ie vestibule, lobby, concierge, mail room, etc)

In-Person (PIN) Drop-Off

• Customers receive their PIN via SMS and email.. The courier will not release the package without successful PIN verification.
• If a customer is unavailable or cannot provide their PIN, the package is returned by the courier to the pickup location and a return may fee apply.
• If a customer cannot locate their PIN, our Support Team will assist the courier by capturing a handoff photo to complete delivery.

Signature

• The customer signs a proof-of-delivery in the designated signature box within the app. Signatures are stored in your business portal under Deliveries > [Order ID] > Proof of Delivery and are valid for dispute resolution for the period specified in your service agreement.

Hospital Deliveries

• Deliveries are made to the main reception desk only. Patient room deliveries are not available due to security restrictions.
• Include clear wayfinding in your delivery notes. Example: “Hospital name, Main Building, Reception Desk, full address”

12.  Service Level Agreement (SLA)

Trexity offers Same Day, Next Day, Direct, and Batch delivery options. By selecting one of these delivery options you are agreeing to the terms and conditions of that service. Full SLA details for each option are available in your Trexity business portal and should be reviewed before scheduling.

SLAs Are Target Windows, Not Guarantees

• Delivery timeframes may be affected by factors outside Trexity’s control, including traffic, weather, customer unavailability, incorrect address information, and facility closures.
• Trexity does not provide product refunds for late deliveries under any circumstances.

Service Credits

• If a delivery is late due to a confirmed Trexity or courier error, and not due to address, customer, or external factors, you may request a service credit toward future deliveries.
• To request a credit: email support@trexity.com within 48 hours of the delivery date, including your order reference number and a description of the delay. Credits are assessed on a case-by-case basis.

13.  Resolving Delivery Issues

All claims must be submitted within 48 hours of the delivery date. Claims submitted after this window cannot be investigated and are not eligible for resolution.

How to Submit a Claim

Email support@trexity.com with the following:

• Order reference number
• Delivery date
• Description of the issue
• Supporting evidence (photos, screenshots, proof of loss)

Response & Escalation

• Our team will respond within 2 business days (Monday–Friday).
• If you disagree with the resolution, reply to your support ticket within 7 days to request escalation to manager review.

* Claims submitted after 14 days of the delivery date are not eligible for investigation or resolution.

14.  Prohibited Uses

You may use the Service only for lawful purposes and in accordance with these Terms.

You agree not to:

• Violate any applicable local, provincial, national, or international law or regulation
• Exploit, harm, or attempt to harm minors in any way
• Transmit unsolicited advertising, spam, chain letters, or similar materials
• Impersonate Trexity, a Trexity employee, another user, or any other person or entity
• Engage in conduct that is illegal, threatening, fraudulent, or harmful to others
• Restrict or inhibit any other user’s access to or enjoyment of the Service
• Use automated tools (bots, spiders, scrapers) to access or monitor the Service without written consent
• Introduce malware, viruses, trojans, or any other harmful code into the Service
• Attempt to gain unauthorized access to any part of the Service or its infrastructure
• Conduct denial-of-service or distributed denial-of-service attacks
• Take any action that may damage or falsify Trexity’s reputation or platform ratings

User Conduct & Respectful Treatment

Businesses on the Trexity platform agree to treat all Trexity couriers and employees with respect and professionalism. Disruptive, abusive, intimidating, or harassing behavior, whether in person, by phone, or through digital communication, is strictly prohibited and may result in immediate account suspension or termination without refund.

15.  Content

The Service may allow you to submit, post, or share information, text, or other material (“Content”). You are solely responsible for the Content you submit, including its legality, accuracy, and appropriateness.

By posting Content through the Service, you represent and warrant that: (i) you own the Content or have the right to use and license it; and (ii) the Content does not violate the rights of any third party.

You retain ownership of your Content. By submitting it, you grant Trexity a non-exclusive, royalty-free, worldwide license to use, modify, display, reproduce, and distribute it for the purpose of operating and improving the Service. Trexity has the right, but not the obligation, to monitor, edit, or remove any Content at its discretion.

16.  Intellectual Property

The Service and all original content, features, and functionality — excluding user-submitted Content — are and will remain the exclusive property of Trexity Inc. and its licensors. The Service is protected by copyright, trademark, and other applicable laws of the United States and Canada. Trexity’s trademarks and trade dress may not be used in connection with any product or service without prior written consent.

17.  Analytics & Third-Party Services

Trexity uses third-party tools to monitor and improve the Service, including Google Analytics, Firebase, and PostHog. These tools may collect usage data in accordance with their own privacy policies. We encourage you to review those policies at policies.google.com/privacy and posthog.com/privacy.

Mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All the categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Trexity is not responsible for the content, privacy practices, or conduct of any third-party services linked to or integrated with the Service.

18.  Error Reporting & Feedback

You may submit feedback, bug reports, or suggestions to info@trexity.com. By doing so, you acknowledge that: (i) you will not retain any intellectual property rights in the feedback; (ii) Trexity may have independently developed similar ideas; and (iii) Trexity is under no confidentiality obligation with respect to the feedback. You grant Trexity an irrevocable, royalty-free, perpetual license to use the feedback in any manner and for any purpose.

19.  Disclaimer of Warranty

THE SERVICE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TREXITY MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THE SERVICE OR THE ACCURACY, RELIABILITY, COMPLETENESS, OR AVAILABILITY OF ANY CONTENT OR FUNCTIONALITY. YOUR USE OF THE SERVICE IS AT YOUR SOLE RISK.

TREXITY EXPRESSLY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. TREXITY DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF HARMFUL COMPONENTS. SOME STATES DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU.

20.  Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, TREXITY INC. AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICE, INCLUDING BUT NOT LIMITED TO LOST PROFITS, LOSS OF DATA, PERSONAL INJURY, OR PROPERTY DAMAGE, EVEN IF TREXITY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

WHERE LIABILITY CANNOT BE EXCLUDED BY LAW, TREXITY’S TOTAL LIABILITY SHALL BE LIMITED TO THE AMOUNT PAID BY YOU FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM. SOME STATES DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

21.  Termination

Trexity may suspend or terminate your account and access to the Service at any time, without prior notice, for any reason including breach of these Terms. You may terminate your account at any time by ceasing use of the Service.

Upon termination, all provisions of these Terms that by their nature should survive will remain in effect, including ownership, warranty disclaimers, indemnity, and limitations of liability.

22.  Governing Law & General Provisions

Governing Law

These Terms are governed by and construed in accordance with the laws of the United States and the laws of the U.S. state in which Trexity operates and in which the merchant or business is located (the applicable “Governing State”), without regard to conflict of law principles.

Amendments

Trexity may amend these Terms at any time by posting updated Terms on this page. Your continued use of the Service following any amendment constitutes acceptance of the revised Terms. It is your responsibility to review these Terms periodically.

Waiver & Severability

Trexity’s failure to enforce any provision of these Terms does not constitute a waiver of that provision. If any provision is found invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms, together with Trexity’s Privacy Policy and any applicable service agreements, constitute the entire agreement between you and Trexity regarding your use of the Service and supersede all prior agreements.

Acknowledgement

BY CREATING AN ACCOUNT, SCHEDULING A DELIVERY, OR OTHERWISE USING THE TREXITY SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ THESE TERMS OF SERVICE IN THEIR ENTIRETY AND AGREE TO BE BOUND BY THEM.

Questions about these Terms? Contact us before using the Service:

• Delivery support: support@trexity.com  |  647-873-9489
• Account support: merchant@trexity.com
• General inquiries: info@trexity.com
• Website: trexity.com

Thank you for partnering with Trexity.