Effective Date: March 25, 2026 Last Updated: March 25, 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.
The base ZendBack service is provided at no direct charge to you — your property pays ZendBack on your behalf. Optional add-ons available at scheduling include declared value for packages above $200, packing supplies, and other services as available. All optional services are clearly priced 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.
Every collected package is automatically covered for up to $200 for loss or damage caused by ZendBack during the ZendBack custody period. No additional charge.
For packages with a declared value above $200, 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 ($200 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 $200 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.
ZendBack may suspend or terminate your account for violation of these Terms, fraudulent activity, or termination of your building’s service agreement. You may close your account at any time by contacting support@zendback.com. Upon termination, ZendBack will delete your personal data as described in the Privacy Policy.
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.
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.
These Terms are governed by the laws of the State of Florida. The Federal Arbitration Act governs the arbitration agreement in Section 20. 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
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 March 25, 2026. ZendBack currently operates in the State of Florida. Terms will be updated as we expand to additional states.