Statement of Services

Last modified: October 16, 2019

 

Introduction

Sperrand, LLC (“Company”, “we”, or “us”) offers services (“Services”) via the Sperrand website and/or mobile application (the “Platform”), whereby, subject to the Terms of Use found at https://www.sperrand.com/en/page/admin/terms-of-use, and the terms of this Statement of Services, allows the user, to request a pick-up for one or more unwanted items (each, an “Item”) the user has purchased from a retailer (a “Retailer”). We will pick up the Item and attempt to return it to the Retailer (a “Return”) to obtain a refund of the value of the Item. The value of the Item is subject to a Retailer’s return policy and any other applicable reductions (the “Refund Amount”).  

By registering and requesting a Return, the user agrees to be bound by the Terms of Use, Privacy Policy, and this Statement of Services.

A REQUEST FOR A RETURN DOES NOT GUARANTEE A SUCCESSFUL RETURN OF AN ITEM. WE CANNOT GUARANTEE THE SUCCESSFUL RETURN OF ANY ITEM, OR THAT A RETAILER WILL ALLOW US TO RETURN THE USER'S ITEM.

Changes to the Statement of Services

We may update or modify this Statement of Services from time to time in our sole discretion.  Any such updates will be effective immediately when posted to the Platform.  Any changes to the Statement of Services will not affect the application of the Terms of Use, including without limitation, the dispute resolution terms and class action waiver terms.    

Information Requested

Use of the Services requires the user to provide certain payment information and personal information, including, but not limited to, information about the user's location, the Item, Refund Amount, and the Retailer.  The user is required to upload an image of, or otherwise provide, the user's receipt in its entirety evidencing the Refund Amount and Retailer, and an image of their valid driver’s license.  The user warrants that all information uploaded by the user in conjunction with the Services or a Return is true, complete, and correct.  Any information uploaded by the user that is found to be untrue or incorrect could result in denial of current and any future Services.

User Behavior Requirements

User agrees to provide Company with all information requested in order to Return the Item. Depending on the Service requested, User agree to follow all of Company's requirements discussed below. For additional information, please view our Frequently Asked Questions located at, https://www.sperrand.com/en/page/admin/help. User agrees to pay all charges for Services requested and additional charges imposed, as discussed below. Prior to the use of any Service, User shall give Company prior notice if the Items contain any fragile items.

Prohibited Items

Perishable items, or hazardous or dangerous materials are not eligible for Services.

Services and Fees

Fees, Generally.

As a user of our services, the user understands that request or use of the Services may result in charges to the user (“Charges”). Charges include fees and other applicable taxes, including without limitation the fees set forth on Schedule 1, attached hereto and incorporated herewith, and any other fees.

The Company has the authority and reserves the right to determine and modify pricing by posting applicable pricing terms to its Platform or quoting the user a price for a specific request at the time the user makes a request. Pricing may vary based on the type of service the user requests (e.g., Online Return or In-Store Return) as described herein or on our Platform, or during the requests. The user is responsible for reviewing the Platform or price quote and shall be responsible for all Charges incurred under the user account regardless of the user's awareness of such Charges or the amounts thereof.

Booking Fee

Upon booking any Services, the user will be charged a non-refundable booking fee (the “Booking Fee”). The Booking fee secures the Services the user requested.

In-Store Return Flat Fee

The In-Store Return Service is for those Items that are to be returned in-store (the “In-Store Return Service”). This Service includes a pick-up of the Item at a mutually agreed upon location during the request, the Item taken to the Retailer, and the Return process initiated by the Retailer.

Online Return Fee

The Online Return Service is for those Items that are to be returned utilizing a shipping carrier’s services to ship the Item back to the Retailer (the “Online Return Service”).  This Service includes a pick-up of the Item at a mutually agreed upon location during the request, and a drop-off at the pre-selected shipping facility's drop-off box during the same request. Unless an Optional Fee is added-on during the request on the Platform or website, the user must have a printed pre-paid return label at the time of Item Pick-up, and the Items must be properly packaged and labeled. 

Return Guidelines

All Items to be returned via our In-Store Return Service must conform to the Company's In-Store Return requirements, which may be found at https://www.sperrand.com/en/page/admin/help; provided, however, the user is responsible for checking the Retailer's return policy on the Retailer's website, and reviewing and conforming to the Retailer's current policy. The Company is not responsible for updating or providing updated information regarding a retailer's return policy. All Items that fail to meet the requirements of Retailer and the Company are not eligible for the In-Store Return Service.

Company Rejection

If an Item that does not meet the requirements for the In-Store Return Service in the Company's sole discretion, upon attempted pick-up of the Item, the user will a incur rejection fee (the “Rejection Fee”) for the costs of dispatching a driver for pick-up, and the Service will be terminated. If the Service and fees were pre-paid, after subtracting the Booking Fee, Rejection Fee, and the Optional Fees, the remaining amount will be refunded to the user.  Upon pick-up of the Item, Company will inspect the item for any clear signs in the Company's sole discretion that the Item will be rejected, including but not limited to holes, signs of use, and missing tags. Company's inspection does not guarantee that the Item will be accepted for a Return. Company has sole discretion to reject any Item.

Retailer Rejection

The user warrants that all Items utilizing our In-Store Return Service meet the Retailer's return requirements, including but not limited to condition, receipt, and tag requirements. If the Item is rejected by the Retailer during processing the Return due to the Item's failure to meet the Retailer's return requirements, the user's history of repeat returns, or any other reason provided by the Retailer, the user will forfeit the total cost of the Service and will incur a Run-back Fee, as defined below. Once an Item has been rejected by a Retailer, the Company will begin attempts to contact the user in order to arrange the return of the Item to the user. Once contact has been made with the user, the Item will be stored in our storage facility without additional charge for 30 days to coordinate return to the user. After 30 days, the additional Storage fee will be imposed. If the Company is unable to get in contact with the user to coordinate the return of the Item within 24 hours due to the user's reachability, the Item will be taken to our storage facility and stored for an additional Storage Fee. 

If the Retailer specifically requires the original purchaser to make the Return in-person, therefore causing the Return to be rejected, it will be in the Company's discretion to not apply a Rejection Fee. 

Online Return Rejection

All Items to be returned via our Online Return Service must conform to the Company's Online Return requirements, which may be found at https://www.sperrand.com/en/page/admin/help; provided, however, the user is responsible for checking the Retailer's return policy on the Retailer's website, and reviewing and conforming to the Retailer's current policy. The Company is not responsible for updating or providing updated information regarding a Retailer's return policy. All Items that fail to meet the requirements are not eligible for the Online Return Service.

If an Item that does not meet the requirements is scheduled for the Online Return Service, upon attempted pick-up and rejection of the Item, the user will incur a Rejection Fee for the costs of dispatching a driver for pick-up, and the Service will be terminated. If the Service was pre-paid, after subtracting the Rejection Fee and the Booking Fee, the remaining amount will be refunded to the user. If the Service was to be paid upon pick-up, the Rejection Fee, Booking Fee, and any Optional Fees, if applicable, will be charged upon attempted pick-up. If the Item is rejected by the Retailer after the Item has been dropped off, the Company is not responsible to cure any defects, and it is the user's responsibility to resolve any issues with the Retailer.

If the Item is being returned via our Online Return Services, once the user’s Items have been dropped in the shipping carrier drop box or delivered to the shipping carrier, the Company is no longer responsible for any delivery or tracking of the items. User will be responsible for tracking the Item through the mail to ensure the Item gets to the Retailer. In this case, the Services by the Company were accurately completed as described and no refunds will be given for the Services rendered.

No Refund Return

Users that are using our Services to Return an Item after a lease or other temporary use who are not seeking a Refund (the “No Refund Return”). For example, the Company will return Items that are leased items such as cable packages.  The user warrants that all No Refund Return Items include all the necessary components and items, such as all cables and cords, for the Return to be processed. The user agrees to be responsible for reviewing and conforming with all return policies. If the No Refund Return is refused by the Retailer for the user's failure to include all the necessary items or any other reason provided by the Retailer, the user will forfeit the total cost of the Service and will incur an additional Rejection Fee. Additionally, the user agrees to be responsible for handling all disputes with the Retailer regarding the rejection of the Item, and the Service is terminated upon the rejection. The Rejection Fee covers the attempted return of the rejected Item to the user. If the Company is unable to get in contact with the user to coordinate the return of the Item within 24 hours due to the user's reachability, the Item will be taken to our storage facility and stored for an additional Storage Fee. 

If the Retailer specifically requires the original purchaser to make the Return in-person, therefore causing the Return to be rejected, it will be in the Company's discretion to not apply a Rejection Fee.

Storage Fee

If a Return has been rejected by a Retailer or for any other reason that was not within the Company's control, the Company will contact the user to arrange a return of the Item to the user. If the user does not respond within 24 hours from the initial contact attempt and make a successful arrangement of the return within 30 days of the initial contact attempt, we will store the Item at our secure storage facility at a fee of $1.00 per day (the “Storage Fee”). The Storage Fee will not exceed the total value of the Item. If upon an attempted Return, the Retailer is closed, the Item will be stored at no additional cost, and be scheduled for another attempted Return. If the Item must be stored because the Return was not able to be completed that day, such as flat tire or dangerous weather, the Item will be stored at no additional fee. 

While the Item is stored at our facility, we will attempt to contact the user two times by either an in-app notification, email, or phone call using the contact information provided in the user's account. User is responsible for updating their contact information in their account.  Company is not responsible for outdated information of user. User agrees after 60 days without communication from the user and return of the item to the user, the Company has the right to discard, re-sell, or donate the unclaimed Item.

User is aware that the storage facility is not temperature controlled.

Optional Fees

All the below optional fees are non-refundable (the “Optional Fees”).

Full Packaging Service Fee for Online Returns:  The user may request a full packaging service, which includes providing the box, boxing of the Items, printing the return label, and preparing the box for shipment (“Full Packaging Service”). The Full Packaging Service fee is subject to the current market value of packaging materials, such as paper, ink, boxes, and tape. When using the Full Package Service, it is the user’s responsibility to ensure all necessary items are given to the Company, included by not limited to the completed return slip, and the pre-paid return label in a form that allows the Company to easily print the label. If the label is not in printer-friendly format, Company will contact user to request a printer-friendly label. No additional fees will be incurred for this communication and a driver will not be dispatched until the label is printed.

Partial Packaging Service fee for Online Returns:  The user may request a partial packaging service which includes label printing and securing the box for shipment (the “Partial Packaging Service”). User must provide their own box for the Partial Packaging Service. The Partial Packaging Service fee is subject to the current market value of packing materials, such as tape, paper, and ink. When using the Partial Package Service, it is the user’s responsibility to ensure all necessary items are given to the Company, included but not limited to the completed return slip, and the pre-paid return label in a form that allows the Company to easily print the label. If the label is not in printer-friendly format, Company will contact user to request a printer-friendly label. No additional fees will be incurred for this communication and a driver will not be dispatched until the label is printed.

Run-Back Fee for In-Store Returns:  If a Retailer’s refund terms state or it is otherwise determined during the attempted return that refunds can only be processed for store credit, a Run-Back Fee will be added to the Service charge for the return trip back to the user to deliver the store credit.

Cancellation Fee

            Cancellation Fee:  A cancellation fee will apply to cancellation of a Service (the "Cancellation Fee"). The cancellation fee and other applicable fees will apply and be dependent upon the timing of the cancellation.

            Prior to Driver Dispatch:  All Services must be cancelled prior to driver dispatch in order to avoid any cancellation fees and receive a refund for the pre-paid Services. The refund will not include the non-refundable Booking Fee.

            After Driver Dispatch:  Services cancelled after driver dispatch will incur a Cancellation Fee. The remaining pre-paid amount, if any, not including the Cancellation Fee, non-refundable Booking Fee and any Optional fees, will be refunded.

            After Item Pick-Up:  Services cancelled after the Items have been picked up will incur a Cancellation Fee and will forfeit the full amount of Services. No refunds will be issued for Services cancelled after the Items have been picked up by Company.      

Chargeback Fee

If a user disputes a charge from the Company, and the Company prevails, an additional chargeback fee will be charged.

Abuse of Services

Company may refuse Services to any user whom the Company believes, in its sole discretion, is abusing the Services or a Retailer's return policy. This may include, but is not limited to, an excessive amount of returns, or efforts to conceal issues with an Item for the Retailer to accept a Return that would not normally comply with the Retailer's return requirements.

Liability

Retailer

Company shall deliver the Items to either the Retailer or a shipping carrier depending on the Service requested. The length of time to return an Item will be dependent on the type of Service requested. It is the user's responsibility to confirm adequate time exists to return the Item within the Retailer's return policy deadline. Any time quoted by Company for pick-up and delivery are estimates only. Company is not liable for any loss or damage resulting from a delay in delivery including but not limited to an expiration of return deadline of a Retailer.

All other Liability

Except as may be otherwise provided herein, Company shall bear all risk of loss of and damage to or theft of the Items commencing when Company picks up the Items at the pick-up location until the time Company delivers the Items to the Retailer if using the In-Store Return Service, or a shipping carrier if using the Online Return Service.

Warranties of User

User warrants that all Items to be returned via our Services comply with the Retailer's requirements for returns as provided further herein.  

Warranties of Sperrand

Company warrants to user that it shall perform the Services using personnel of required skill, experience, and qualifications in a professional and workmanlike manner in accordance with commercially reasonably standards and shall devote adequate resources to meet its obligations under the Services.


 

Schedule 1

Fee Table

 

Description of Charge Cost
Booking Fee $1.00
In-Store Return Service Fee $13.99
Online Return Service Fee $6.99
Rejection Fee $5.00
Full Packaging Service Fees
Large Box Packaging Services $2.99
Medium Box Packaging Services $1.89
Small Box Packaging Services $1.20
Partial Packaging Service Fee $0.50
Run-Back Fee$5.00
Cancellation Fee$5.00
Chargeback Fee$30.00