Terms of Service

1. Agreement to Terms

By accessing and using the GrailGuard website and services, you agree to be bound by these Terms of Service. If you do not agree to abide by the above, please do not use this service. GrailGuard reserves the right to update these terms at any time without notice. Your continued use of the service following the posting of revised terms means that you accept and agree to the changes.

2. Description of Services

GrailGuard provides white-glove hand-carry courier services for high-value items including but not limited to sports trading cards, luxury watches, fine jewelry, fine art, and other collectibles. Our couriers personally transport your items from origin to destination using secure, insured methods.

Services include:

• Same-day or scheduled delivery within covered regions
• Real-time GPS tracking
• Secure packaging and handling
• Comprehensive insurance coverage
• Professional courier verification and background checks
• Signature confirmation upon delivery

SMS Notifications and Messaging

Program name: GrailGuard Shipment Notifications.

Program description: If you opt in at checkout, GrailGuard sends transactional SMS messages to the phone number you provide about the shipment lifecycle of your booking — booking confirmation, courier assignment, pickup, in-transit milestones, and delivery confirmation. If you provide a recipient phone number and authorize messaging to it, the recipient may also receive transactional SMS messages relating to the delivery, including a verification code at hand-off. Couriers who join the GrailGuard platform receive SMS job-assignment alerts. This program is transactional only — separate from any future marketing SMS, which would require a different opt-in.

Message frequency: typically 3–5 messages per shipment per opted-in number. Frequency is event-driven (one message per state change in the shipment lifecycle) and is not bursty.

Message and data rates: Message and data rates may apply. GrailGuard does not charge you for the messages, but your wireless carrier's standard message and data rates apply.

How to opt in: Tick the "Text me shipment updates" checkbox on the booking form at grailguard.io/book.html at checkout. Every consent decision is recorded with the exact disclosure version you saw, the IP and user-agent of the click, and the booking ID — held in an append-only audit log.

How to opt out: Reply STOP at any time to any GrailGuard SMS message. You will receive a one-time confirmation that you have been unsubscribed and will not receive further messages from this program. You can also opt out from your account preferences page at grailguard.io/account.html.

How to get help: Reply HELP to any GrailGuard SMS message for an automated response identifying GrailGuard and providing support contact information. You can also open a support ticket at grailguard.io/support or visit grailguard.io/contact.html.

Privacy: Phone numbers and SMS consent records are governed by the GrailGuard Privacy Policy. We do not share or sell your phone number with third parties or affiliates for marketing purposes.

Carriers: Carriers (including but not limited to AT&T, T-Mobile, Verizon, and their affiliates) are not liable for delayed or undelivered messages. Carrier filtering may occasionally cause messages to be delayed or not delivered.

3. Booking and Payment

Booking Process

To book a delivery, you must complete our online booking form with accurate information about your item(s), pickup location, and destination. You must be at least 18 years old to use GrailGuard services.

Payment

Payment is processed securely through Stripe. We accept all major credit cards and digital payment methods. Pricing is based on the declared value of items, distance of delivery, and service tier selected. A quote will be provided before payment is required.

Cancellation and Refunds

Cancellations must be made at least 24 hours before the scheduled pickup time for a full refund. Cancellations made within 24 hours of pickup will be charged 50% of the service fee. Cancellations made after pickup has begun are non-refundable. If a delivery fails due to circumstances beyond the customer's control (incorrect address, unavailable recipient), we will offer a rebooking at no additional charge.

Refund timing

Approved refunds are issued to the original payment method within 1 business day of approval. Your bank or card issuer typically posts the refund within 5–10 business days. If you do not see the refund 10 business days after approval, contact support@grailguard.io with your tracking number and we will open a Stripe refund trace. While a refund is in progress, the delivery tracking page will display an estimated posting date so you can follow the status without contacting support.

Reschedule fee

A reschedule requested more than 24 hours before the scheduled pickup is free. A reschedule requested within 24 hours of pickup incurs a 25% reschedule fee (minimum $25) to cover the courier slot that has already been allocated. The fee is displayed for your confirmation before the reschedule is committed, and is charged to the original payment method. No fee applies for reschedules caused by weather, flight delays, or other circumstances beyond your control.

4. Item Eligibility and Restrictions

Eligible Items

GrailGuard may transport the following items (subject to declaration and insurance limits):

• Sports trading cards and memorabilia
• Luxury watches and timepieces
• Fine jewelry and precious metals
• Fine art and collectibles
• Gemstones and diamonds
• Rare books and manuscripts
• Designer handbags and accessories
• Other high-value personal items

Prohibited Items

GrailGuard does not transport any of the following, and reserves the right to refuse, abort, or return shipments that contain any of them:

• Illegal items or contraband of any kind
• Firearms, firearm parts, ammunition, weapons, or weapon components (including items regulated under the U.S. National Firearms Act)
• Explosives, flammables, compressed gases, radioactive materials, or any other hazardous materials regulated under 49 C.F.R. §§ 171–180 (U.S. DOT Hazmat)
• Controlled substances or drugs (prescription or otherwise), cannabis and cannabis-derived products (regardless of state legal status), and drug paraphernalia
• Cash, bearer instruments, negotiable monetary instruments, gift cards, stored-value cards, cryptocurrency hardware wallets containing custodied keys, or any single shipment whose aggregate cash-equivalent value exceeds $10,000 (the U.S. FinCEN and IRS Form 8300 threshold)
• Cultural property, antiquities, or items subject to UNESCO 1970 Convention protections, items requiring a cultural-heritage export permit, human remains, and ancestral/sacred objects
• Personal identification documents and government-issued credentials (passports, driver's licenses, Social Security cards, green cards, visas, birth certificates, and other sole-copy vital records)
• Perishable food items, live plants, seeds, biological samples, and any item requiring temperature control beyond ambient
• Wild, exotic, or livestock animals; animal products regulated by the Endangered Species Act or CITES; and ivory or other protected wildlife parts. Domesticated household pets are accepted on approved bookings only.
• Items containing hazardous building materials (asbestos, lead paint, etc.) or undisclosed lithium-ion batteries
• Stolen, counterfeit, or knowingly infringing merchandise
• Items subject to U.S. export controls (ITAR, EAR) or OFAC sanctions, and items originating from or destined to sanctioned jurisdictions
• Any category specifically excluded by our insurance underwriter; the current exclusions list is available from support@grailguard.io on request and this Terms document controls in the event of conflict

Enforcement. If a shipment is found to contain a prohibited item after pickup, GrailGuard may, in its sole discretion, abort the shipment, return it to the sender at the sender's cost, surrender it to law enforcement where required by law, and/or terminate the sender's account. Insurance coverage is void for any shipment containing a prohibited item, and the sender indemnifies GrailGuard for all resulting costs, fines, and losses.

Declaration and Value Limits

You must accurately declare the nature and value of all items. Our standard insurance covers items up to $500,000 in declared value. Items exceeding this amount require special handling and additional insurance arrangements. Misrepresenting item value or nature may result in claim denial and service termination.

5. Insurance and Liability

Coverage

Coverage is anchored to the value the customer declares accurately at the time of booking. Published coverage scales up to $500,000 declared value per shipment with a transparent insurance fee added at checkout for higher declared values. Items above $500,000 declared value require manual underwriting and a custom quote; we will contact you to confirm coverage and price before the booking is accepted.

GrailGuard's liability shall not exceed the declared value provided at the time of booking, and is further subject to the Limitation of Liability in §11. If a customer declares a value below the actual market value of the shipped item, the maximum potential reimbursement is capped at the value declared, not the item's market value. Accurate declared value at booking is what determines coverage — under-declaring caps the customer's potential payout.

Within the limits above, and subject to the exclusions below and the Limitation of Liability in §11, coverage applies to:

• Theft while the item is in our courier's custody
• Accidental damage to the item while in our courier's custody
• Loss of the item while in our courier's custody

Exclusions

Coverage does not extend to:

• Items with undisclosed, misdeclared, or misrepresented value
• Damage attributable to customer packaging failure or improper preparation
• Loss of value due to market fluctuation or condition reassessment by a third party
• Loss or damage caused by acts of God, force majeure events, or natural disasters
• Loss resulting from customer-provided inaccurate or incomplete delivery instructions
• Items transported outside our authorized service areas or in violation of the prohibited-items list in §4
• Any cause excluded by our insurance underwriter; the current exclusions list is available from support@grailguard.io on request and this Terms document controls in the event of conflict

Claims Process

In case of loss or damage, you must file a claim within 48 hours of discovering the issue. Provide photographic evidence, receipts, and valuation documentation. GrailGuard targets investigation within 10 business days of a complete claim submission and, where a claim is approved, reimbursement within 15 business days of approval. Timelines may vary where additional information, third-party assessment, or underwriter coordination is required.

6. Courier Responsibilities

Our couriers are trained professionals with background checks and insurance verification. They are responsible for:

• Securely transporting items according to GrailGuard protocols
• Maintaining professional conduct and appearance
• Protecting item privacy and confidentiality
• Providing real-time location updates to customers
• Obtaining signature confirmation from authorized recipients
• Reporting any incidents or damage immediately
• Adhering to all traffic laws and safety regulations

Couriers are independent contractors who have agreed to GrailGuard's service standards. GrailGuard maintains a rating and review system for courier accountability.

Independent Contractor Status

All GrailGuard couriers operate as independent contractors and are not employees, agents, joint venturers, or partners of GrailGuard. Couriers control the manner and means by which they perform delivery services, subject to GrailGuard's quality and safety standards. Nothing in these Terms or any related agreement shall be construed to create an employment relationship, agency, partnership, or joint venture between GrailGuard and any courier. Couriers are solely responsible for their own taxes, insurance, equipment, and compliance with all applicable laws and regulations.

Courier Indemnification and Hold Harmless

Each courier agrees to indemnify, defend, and hold harmless GrailGuard, its officers, directors, employees, affiliates, and agents from and against any and all claims, demands, losses, damages, liabilities, costs, and expenses (including reasonable attorneys' fees and court costs) arising out of or related to: (a) the courier's performance or failure to perform delivery services; (b) any breach of the courier's obligations under these Terms or the Courier Service Agreement; (c) any negligent, reckless, or intentional misconduct by the courier; (d) any violation of applicable laws, regulations, or third-party rights by the courier; (e) any personal injury, property damage, or other harm caused by the courier during the performance of services; (f) any claims by third parties arising from the courier's actions or omissions; and (g) any misrepresentation by the courier regarding their qualifications, background, or fitness to perform services.

Courier Assumption of Risk

Couriers acknowledge and accept that hand-carry delivery of high-value items involves inherent risks, including but not limited to risk of theft, loss, damage, personal injury, and exposure to hazardous conditions during transit. By accepting any delivery assignment, couriers voluntarily assume all such risks and waive any claims against GrailGuard arising from such risks to the fullest extent permitted by law.

Courier Liability for Items in Custody

Couriers are personally liable for the safe custody and transport of all items from the moment of pickup to confirmed delivery. Any loss, damage, or theft occurring while items are in the courier's possession shall be the courier's responsibility, subject to the applicable insurance coverage and claims process. GrailGuard reserves the right to pursue recovery against a courier for any amounts paid to customers as a result of the courier's negligence, misconduct, or breach of protocol.

Non-Solicitation and Confidentiality

Couriers shall not directly solicit, contact, or transact with GrailGuard customers outside of the GrailGuard platform for a period of two (2) years following the termination of their courier relationship. Couriers shall maintain the confidentiality of all customer information, item details, delivery addresses, and business processes of GrailGuard. Violation of this provision may result in immediate termination and legal action for damages.

7. Customer Responsibilities

As a customer, you are responsible for:

• Providing accurate, complete information during booking
• Accurately declaring item nature, condition, and value
• Properly packaging items to prevent damage during transport
• Ensuring the recipient is available at the scheduled delivery time
• Providing accurate delivery addresses and instructions
• Notifying GrailGuard of any special handling requirements
• Inspecting items upon delivery and reporting damage within 48 hours
• Complying with all booking terms and policies

8. Tracking and Delivery

Real-Time Tracking

All GrailGuard deliveries include real-time GPS tracking accessible through your account dashboard. You will receive notifications at key milestones: courier assignment, pickup confirmation, in-transit updates, and delivery confirmation.

Delivery Confirmation

Delivery must be signed for by the authorized recipient. The recipient's signature serves as proof of delivery and transfer of responsibility. Photos of the delivered item may be captured for record purposes.

Failed Deliveries

If the recipient is unavailable or delivery cannot be completed, the courier will attempt to contact you to reschedule. If three delivery attempts are unsuccessful, the item will be returned to the origin address at no additional charge. You will be notified immediately of any failed delivery attempts.

9. Cancellation and Refund Policy

Full Refund (before courier dispatch): Cancel at any time before a courier has been dispatched for a 100% refund of service fees and insurance premium. Dispatch occurs when a courier accepts the booking and begins traveling to the pickup location, and is recorded by timestamp in our system.

Partial Refund (after dispatch, before pickup): If a courier has been dispatched but has not yet taken custody of your item, we will refund the booking minus the actual costs already incurred (mileage, time, fuel, and any non-refundable third-party charges). The deduction is itemized on your refund receipt.

No Refund (after pickup): Once a courier has taken physical custody of your item, the booking is non-refundable. Service failures, damage, and loss are addressed under the procedures in our Refund & Cancellation Policy and Insurance Policy.

Refunds are processed within 5-10 business days to the original payment method. GrailGuard reserves the right to deduct any actual costs incurred from refunds. The full detail of cancellation, service-failure refunds, refund-request time limits, and force-majeure exclusions is set out in our Refund & Cancellation Policy, which is incorporated into these Terms by reference.

10. Dispute Resolution

Informal Resolution (Required First Step)

Before filing a formal claim, you agree to contact GrailGuard customer support at /support (or support@grailguard.io) with a clear description of the dispute, the booking or tracking number(s) involved, and the relief requested. GrailGuard will investigate and provide a substantive response within 10 business days. The parties agree to make a good-faith effort to resolve disputes informally for at least 30 days before initiating arbitration.

Binding Individual Arbitration

Any dispute, claim, or controversy arising out of or relating to these Terms or the Services that is not resolved through the informal process above shall be resolved exclusively by final and binding individual arbitration administered by the American Arbitration Association (AAA) pursuant to the AAA Commercial Arbitration Rules and, where applicable, the AAA Consumer Arbitration Rules (with the Consumer Rules controlling for any dispute in which you are acting as a consumer for personal, family, or household purposes). The most current versions of those rules are available at www.adr.org. This arbitration agreement is governed by the Federal Arbitration Act, 9 U.S.C. §§ 1 et seq.

The arbitration shall be conducted by a single, neutral arbitrator. The seat of arbitration shall be Los Angeles, California, provided that (a) hearings may be conducted telephonically, by videoconference, or on documents only where permitted by the applicable AAA rules, and (b) for any consumer with a claim of $25,000 or less, the arbitration shall be conducted on documents or at a location reasonably convenient to the consumer (including the county of the consumer's residence) at the consumer's election. The arbitrator's decision shall be final and binding, and judgment upon the award may be entered in any court of competent jurisdiction.

Arbitration Fees

Filing, administrative, and arbitrator fees are allocated in accordance with the applicable AAA rules. For consumer arbitrations governed by the Consumer Arbitration Rules, GrailGuard will pay all AAA filing, case-management, and arbitrator fees in excess of the consumer filing fee, as required by those rules. For non-consumer (commercial) arbitrations, each party initially bears its own filing fees, and the arbitrator may reallocate administrative and arbitrator fees in the final award. Each party bears its own attorneys' fees and costs except where a statute or these Terms expressly provide otherwise, and the arbitrator may award attorneys' fees and costs to the prevailing party to the extent authorized by applicable law.

30-Day Right to Opt Out of Arbitration

You have the right to opt out of this binding individual arbitration agreement. To opt out, you must send written notice to legal@grailguard.io with the subject line "Arbitration Opt-Out" within 30 days of the later of (a) the Effective Date of these Terms, or (b) your first acceptance of these Terms. Your opt-out notice must include your full name, the email address associated with your GrailGuard account (if any), and a clear statement that you wish to opt out of arbitration. Opting out will not adversely affect your relationship with GrailGuard or the delivery of our Services to you. If you opt out, neither you nor GrailGuard may require the other to arbitrate, but you remain bound by all other provisions of these Terms, including the class-action waiver and the jury-trial waiver.

Class Action Waiver

ALL CLAIMS AND DISPUTES MUST BE BROUGHT IN THE PARTIES' INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED, COLLECTIVE, PRIVATE ATTORNEY GENERAL, OR REPRESENTATIVE ACTION. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON'S CLAIMS AND MAY NOT PRESIDE OVER ANY FORM OF CLASS OR REPRESENTATIVE PROCEEDING. If this Class Action Waiver is held to be unenforceable as to any particular claim or remedy, then that claim or remedy (and only that claim or remedy) shall be severed and brought in a court of competent jurisdiction, while all other claims shall remain in arbitration.

Jury Trial Waiver

TO THE FULLEST EXTENT PERMITTED BY LAW, EACH PARTY WAIVES ANY RIGHT TO A JURY TRIAL IN ANY ACTION, PROCEEDING, OR COUNTERCLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES PROVIDED BY GRAILGUARD.

Carve-Outs

Notwithstanding the foregoing, either party may (a) bring an individual action in small-claims court for any claim that qualifies under that court's rules and jurisdictional limits, and (b) seek injunctive or equitable relief in any court of competent jurisdiction to prevent actual or threatened infringement of intellectual-property rights or misuse of confidential information.

11. Limitation of Liability

Insured-loss cap. To the fullest extent permitted by law, GrailGuard's aggregate liability for any loss, damage, theft, or non-delivery of a shipment is limited to the insurance proceeds actually received from our insurance underwriter for that shipment, up to a maximum of $500,000 per shipment. Where coverage is denied by the underwriter for any reason (including but not limited to misdeclared value, prohibited-item violations, customer packaging failure, or policy exclusion), GrailGuard's aggregate liability is instead limited to the declared value of the shipment as recorded at the time of booking, not to exceed $500,000.

General cap on all other claims. For any claim not directly tied to the loss or damage of a specific shipment (for example, service-quality, privacy, or contract disputes), GrailGuard's aggregate liability shall not exceed the greater of (a) the total amount you paid to GrailGuard for Services in the 12 months preceding the claim, or (b) $100.

Excluded damages. In no event shall GrailGuard be liable for:

• Indirect, incidental, special, consequential, exemplary, or punitive damages
• Loss of business, revenue, goodwill, or profits
• Loss of data or information
• Reputational damage
• Damages arising from events beyond GrailGuard's reasonable control, such as natural disasters, wars, or government actions, to the fullest extent permitted by law

Some jurisdictions do not allow the exclusion or limitation of certain types of damages. To the extent any such limitation is held unenforceable in your jurisdiction, the remaining limitations shall be enforced to the fullest extent permitted by law.

11A. Chargebacks and Payment Disputes

If you believe a charge from GrailGuard is incorrect, you agree to contact us first at billing@grailguard.io before initiating a chargeback with your card issuer. We will investigate and respond within 5 business days. This cooperative first step is required by these Terms and is not a waiver of your rights under the Fair Credit Billing Act or applicable state consumer-protection law.

Evidence we submit. If a chargeback is filed, GrailGuard will submit to the card network the following evidence, consistent with our Privacy Policy: your booking confirmation and declared value, pickup and delivery timestamps and GPS traces, pickup and proof-of-delivery photographs (faces blurred where applicable), recipient signature or acceptance record, courier chain-of-custody log, and your correspondence with GrailGuard support.

Fraudulent or repeated chargebacks. Submitting a chargeback for a service you received and did not raise with support in good faith first, or submitting three or more chargebacks in any 12-month period that are resolved in GrailGuard's favor, may result in (a) suspension or termination of your account, (b) recovery of the disputed amount, the chargeback fee assessed by our payment processor, and reasonable collection costs, and (c) a ban on future use of our Services. Nothing in this section limits any legal right you have as a cardholder.

12. Privacy

Your use of GrailGuard services is also governed by our Privacy Policy , which outlines how we collect, use, and protect your personal information. Please review our Privacy Policy to understand our practices.

13. Changes to Terms

GrailGuard reserves the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting to our website. Your continued use of the service following any changes constitutes acceptance of the new terms. We encourage you to review these terms periodically for updates.

14. Governing Law and Venue

These Terms, and any dispute arising out of or relating to these Terms or the Services, are governed by the internal laws of the State of California, without regard to its conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Subject to Section 10 (Dispute Resolution), which makes binding individual arbitration the exclusive forum for most disputes, any judicial proceeding permitted under Section 10 (for example, to compel arbitration, confirm or vacate an arbitration award, or seek injunctive relief for intellectual-property claims) shall be brought exclusively in the state or federal courts located in Los Angeles County, California. You and GrailGuard each consent to the personal jurisdiction and exclusive venue of those courts and waive any objection based on inconvenient forum.

15. DMCA Notice and Designated Agent

GrailGuard respects the intellectual-property rights of others and responds to notices of alleged infringement that comply with the Digital Millennium Copyright Act (17 U.S.C. § 512). If you believe that content available on or through our Services infringes your copyright, please send a written notice to our Designated Agent that includes all of the information required by 17 U.S.C. § 512(c)(3), namely: (1) a physical or electronic signature of the copyright owner or authorized agent; (2) identification of the copyrighted work claimed to have been infringed; (3) identification of the material that is claimed to be infringing and information reasonably sufficient to locate it; (4) your contact information (address, phone, email); (5) a statement that you have a good-faith belief that use of the material is not authorized; and (6) a statement, under penalty of perjury, that the information is accurate and that you are authorized to act on behalf of the owner.

Counter-notice. If you believe your content was removed or disabled by mistake or misidentification, you may submit a counter-notice to the Designated Agent that complies with 17 U.S.C. § 512(g)(3). Repeat-infringer policy. GrailGuard will terminate, in appropriate circumstances, the accounts of users who are repeat infringers.

16. Contact Information

If you have questions about these Terms of Service, please contact us at:

• General: support@grailguard.io
• Legal notices: legal@grailguard.io
• Billing and payment disputes: billing@grailguard.io
• Copyright (DMCA): dmca@grailguard.io
• Website: grailguard.io

GrailGuard LLC is a limited liability company organized under the laws of the State of California. A mailing address for service of legal process will be listed here upon publication; in the interim, legal process may be served on GrailGuard's registered agent on file with the California Secretary of State.

We are committed to addressing your concerns and providing excellent customer service.