Effective Date: August 12, 2026 Last Updated: August 12, 2026
By downloading, accessing, or using ZendBack, you agree to these Terms of Service and our Privacy Policy. If you do not agree, do not use the service. Continued use constitutes acceptance of any updates. Updates that materially affect your rights are governed by Section 19.
You must be at least 18 years old to use ZendBack. By creating an account you represent that you have the legal capacity to enter into this agreement and are a resident of a building with an active ZendBack service agreement.
ZendBack is a doorstep package collection and return shipping service for residents of multifamily residential buildings. Through our app, you can schedule a package pickup. Our employees collect your package from your doorstep and hand it off to the applicable shipping carrier (FedEx, UPS, USPS) on your behalf.
ZendBack operates independently of your building’s leasing office and does not deliver packages to their final destination after carrier handoff. ZendBack currently operates in the State of Florida.
ZendBack services are only available in buildings where an active service agreement is in effect between ZendBack and the property operator. Your building’s collection schedule, including frequency and timing, is determined by your property management company. Your collection days and collection time are displayed in the ZendBack app under your collection overview.
ZendBack will provide property operators with at least 60 days written notice before discontinuing service at any building, except in cases of force majeure or material breach by the property operator. Residents will be notified no later than 30 days before service ends at their building.
If you experience a missed collection, a lost package, or any other issue, contact support@zendback.com during your collection window or anytime through the app. We respond within 24 to 48 hours.
ZendBack is a paid service you subscribe to or pay for directly. You may use ZendBack on a per-pickup basis or by subscribing to a recurring monthly plan:
Subscriptions are billed monthly through Stripe and may be cancelled at any time in the app. Cancellation stops future billing and takes effect at the end of your current billing period. Optional add-ons available at scheduling include declared value for packages above $500, packing supplies, and label printing where offered. Prices may change with notice under Section 19, and the current prices are always shown in the app before you confirm.
ZendBack coverage applies exclusively to the period during which ZendBack has physical custody of your package, from the moment our agent collects it at your doorstep through the moment it is handed off to the shipping carrier. Coverage ends at carrier handoff. Any loss, damage, delay, or misdelivery after carrier handoff is the carrier’s responsibility.
ZendBack’s Standard Handling Protection and optional Declared Value are not insurance and do not create an insurance policy or contract of insurance. They set the maximum amount ZendBack will be responsible for if your package is lost or damaged due to ZendBack while it is in ZendBack’s custody, from doorstep collection through carrier handoff. This works the same way as the declared-value programs offered by shipping carriers. ZendBack is not an insurer, sells no insurance to you, and charges no insurance premium. ZendBack maintains its own commercial cargo liability insurance to stand behind these obligations.
Every collected package is automatically covered for up to $500 for loss or damage caused by ZendBack during the ZendBack custody period. No additional charge.
For packages with a declared value above $500, you may purchase optional coverage up to $2,000 per package through the app at scheduling. Must be selected before collection.
ZendBack’s total liability for all resident package claims on any single collection night is subject to an aggregate cap as set forth in ZendBack’s agreement with your property. This aggregate cap applies to resident claims in total and does not reduce or limit your individual claim up to the applicable per-package limit ($500 standard or up to $2,000 with declared value).
For claims under $500, contact support@zendback.com. Most small claims are resolved within 5 business days without formal proceedings. For all other claims, contact support@zendback.com within 48 hours of the collection night with your confirmation number and a description of the issue.
You are responsible for your account credentials and all activity under your account. Notify us immediately at support@zendback.com if you suspect unauthorized access.
You may not use ZendBack to ship hazardous materials, flammables, explosives, illegal substances, live animals, human remains, biological materials, firearms, or items prohibited by the applicable shipping carrier. ZendBack may refuse collection and report suspected prohibited items to appropriate authorities.
All ZendBack collection agents are employees of ZendBack LLC. All agents undergo FCRA-compliant pre-employment background screening and training before their first assignment. Agents are required to carry ZendBack identification, wear ZendBack-issued uniforms, adhere to building access protocols, and operate within your building’s designated collection window.
If you have a concern about an agent’s conduct, contact support@zendback.com immediately. ZendBack is responsible for the conduct of its employees while performing services at your building.
Our collection and use of your personal information is governed by our Privacy Policy, incorporated into these Terms by reference.
The ZendBack name, logo, application, and all related content and technology are owned by Sociale Innovo Labs LLC and licensed exclusively to ZendBack LLC. You may not copy, modify, distribute, or create derivative works from ZendBack’s intellectual property without prior written consent.
ZENDBACK PROVIDES THE SERVICE “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. ZENDBACK DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE.
TO THE MAXIMUM EXTENT PERMITTED BY FLORIDA LAW, ZENDBACK’S TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING FROM THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF: (A) THE DECLARED VALUE OF THE AFFECTED PACKAGE (UP TO $2,000 WITH OPTIONAL DECLARED VALUE, OR $500 STANDARD); OR (B) THE TOTAL FEES PAID BY YOU DIRECTLY IN THE 3 MONTHS PRECEDING THE CLAIM. ZENDBACK’S TOTAL LIABILITY FOR ALL RESIDENT PACKAGE CLAIMS ON A SINGLE COLLECTION NIGHT IS SUBJECT TO AN AGGREGATE CAP AS SET FORTH IN ZENDBACK’S SERVICE AGREEMENT WITH YOUR PROPERTY. THIS AGGREGATE CAP IS SEPARATE FROM ANY PROPERTY CLAIMS. ZENDBACK IS NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES.
Nothing in these Terms limits ZendBack’s liability for bodily injury, property damage, or loss caused by ZendBack’s negligence or willful misconduct.
You agree to indemnify and hold harmless ZendBack and its officers, employees, and agents from claims, damages, or expenses arising from your violation of these Terms, misuse of the service, shipment of prohibited items, or breach of applicable law.
You may delete your ZendBack account at any time through any of the following methods:
In the App. Go to Settings, then Security, then Delete Account. The app will walk you through what will happen, ask you to confirm your password, and submit the request.
On the Web. Visit zendback.com/delete-account and enter your email address. You will receive a confirmation email with a single-use link. Click the link to confirm. The link expires after 60 minutes.
By Email. Send a deletion request from the email address on your account to support@zendback.com.
What happens immediately. Your account is disabled, all active sessions are revoked, any pending pickup requests are cancelled, and any active subscriptions are cancelled. You will receive a confirmation email.
30-day grace period. Your account enters a 30-day grace period before permanent deletion. During this window, you may restore your account by emailing support@zendback.com from the email address on the account. Pickup requests and subscriptions cancelled during the deletion process are not automatically restored.
Permanent deletion. After 30 days, your personal data is permanently deleted and cannot be recovered. This includes your account credentials, profile information, community association, Stripe customer record, notification history, and notification preferences.
Retained records. Anonymized operational records (pickup history with all personal identifiers removed) and anonymized payment records are retained as described in the Privacy Policy Section 7.
ZendBack is not liable for delays or failure to perform services caused by circumstances beyond our reasonable control, including natural disasters, hurricanes, tropical storms, flooding, declared states of emergency, acts of government, power outages, labor disputes, or carrier service interruptions. ZendBack will notify affected buildings as promptly as possible and work to resume service at the earliest practicable date.
For material changes, ZendBack will provide at least 30 days’ advance notice via email and in-app notification. Changes that materially and adversely affect your rights require your consent before taking effect. Non-material changes may be made without advance notice. Continued use after the effective date constitutes acceptance.
ZendBack may suspend or terminate your account for violation of these Terms, fraudulent activity, or termination of your building’s service agreement. Your right to use the Services also terminates automatically when: (i) you vacate or your residency ends; (ii) your property’s ZendBack agreement terminates; or (iii) ZendBack suspends your account for a violation of these Terms.
Upon termination by ZendBack, your personal data will be deleted within 30 days per the Privacy Policy. You may also delete your account voluntarily at any time per Section 17.
Non-Solicitation. ZendBack will not use your contact information to solicit you for products or services unrelated to ZendBack’s package collection and return shipping services for 2 years after account termination.
Before formal action, contact support@zendback.com. We will make a good-faith effort to resolve any issue within 30 days of written notice. A formal demand may not be filed until this 30-day period has expired.
Unresolved disputes will be settled through binding AAA arbitration under Consumer Arbitration Rules, conducted in Miami-Dade County, Florida, or virtually by mutual agreement. The arbitrator’s decision is final and binding. ZendBack will pay all AAA filing, administration, and arbitrator fees for any arbitration initiated under these Terms, except that each party bears its own attorneys’ fees unless the arbitrator awards otherwise.
You may opt out of this arbitration agreement by sending written notice to legal@zendback.com within 30 days of first creating your account. Your notice must include your full name, email address, and a statement that you are opting out of arbitration.
BY USING THE SERVICES AND AFFIRMATIVELY CONFIRMING YOUR ACCEPTANCE IN THE APP, YOU AGREE THAT ANY DISPUTE WILL BE RESOLVED INDIVIDUALLY. NEITHER PARTY MAY PARTICIPATE AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS. YOU ACKNOWLEDGE HAVING READ AND AGREED TO THIS WAIVER SEPARATELY IN THE APP.
ZendBack will pay all filing fees, administrative fees, and arbitrator compensation for arbitration of claims under $10,000 brought by California residents, regardless of who initiates arbitration, as required by California Code of Civil Procedure § 1281.98.
These Terms are governed by the laws of the State of Florida. The Federal Arbitration Act governs the arbitration agreement in Section 21. Venue for any non-arbitration proceeding is Miami-Dade County, Florida.
If any provision is found invalid, the remaining provisions continue in full force. Failure to enforce any provision is not a waiver. These Terms and the Privacy Policy constitute the entire agreement between you and ZendBack with respect to the Services.
ZendBack LLC, 2332 Galiano Street, 2nd Floor, Miami, FL 33134
General Support: support@zendback.com · 305-433-1942
Legal / Formal Notices: legal@zendback.com
Privacy / Data Requests: privacy@zendback.com
E-SIGN Paper Copy Request: support@zendback.com
These Terms were last updated on August 12, 2026. ZendBack currently operates in the State of Florida. Terms will be updated as we expand to additional states.