Terms of Service

Terms and Conditions

Effective Date: October 29, 2026 ongoing

Company Name: REM Solutions (“Company,” “we,” “our,” or “us”)

Client: You (“Client,” “Customer,” or “Consumer”)

1. Introduction and Acceptance of Terms

By booking, accessing, or utilizing any personal concierge or transportation services provided by REM Solutions, you agree to be bound by these Terms and Conditions. If you do not agree to all of these terms, you may not use our services. These terms constitute a legally binding agreement between you and REM Solutions.

2. Scope of Services

REM Solutions provides professional personal concierge services (including, but not limited to, errand running, grocery pick-up and delivery, food pick-up and delivery, pharmacy prescription pick-ups and delivery, supply pick-ups, deliveries, and returns as a courier) and non-exclusive transportation services for adults and person(s) under the age of 18 (collectively, the "Services").

All requests are subject to availability, feasibility, and safety compliance.
REM Solutions reserves the right to refuse any request that is illegal, unsafe, unethical, or outside the scope of our operational capabilities.
For person(s) under the age of 18 (Minors) using our services a legal guardian or parental consent form must be on file and up to date for each person.

3. Booking, Payments, and Fees

Rates and Estimates: Fees for services are provided via custom quote. Estimates are valid for thirty (30) days unless otherwise specified.
Payment Terms: Payment must be made in accordance with the agreed-upon invoice terms. We require a valid credit card on file for incidentals, hourly overages, or third-party purchases.
Third-Party Expenses: Any costs incurred on behalf of the Client (e.g., event tickets, groceries, parking fees, tolls, merchandise) are the sole financial responsibility of the Client and will be billed directly to the Client, often requiring pre-payment or an established retainer.
Late Payments: Unpaid balances past the due date of (30 days) will incur a $25 late fee charge, unpaid balances past the due date of (60 days) will accrue interest at a rate of 1.5% per month (or the maximum allowed by law) and may result in the suspension or termination of ongoing services.

4. Cancellations, Rescheduling, and No-Shows

Concierge Services: Cancellations must be made at least twenty-four (24) hours in advance of the scheduled service time. Cancellations made with less than twenty-four (24) hours' notice will incur a cancellation fee equal to the minimum service charge or one (1) hour of standard labor, whichever is greater.
Transportation Services: Transportation cancellations must be made at least twelve (12) hours prior to the scheduled pickup time. Late cancellations or "no-shows" will result in a 100% charge of the estimated fare.
Company Right to Cancel: REM Solutions reserves the right to cancel or reschedule services due to severe weather, unsafe travel conditions, vehicle breakdown, or emergencies. In such cases, we will make every reasonable effort to reschedule or provide a full refund for the affected service.

5. Client Responsibilities and Conduct

Accurate Information: The Client must provide accurate, complete, and timely information necessary for the execution of the Services (e.g., correct pickup locations, flight numbers, delivery addresses, specific dietary restrictions or preferences).
Safe Conduct: Clients and their guests utilizing our transportation or concierge services must conduct themselves in a lawful, respectful, and safe manner.
Prohibited Behavior: Smoking, consumption of illegal substances, open alcohol containers (where prohibited by state law), harassment of REM Solutions personnel or drivers, or disruptive behavior will result in the immediate termination of the service without refund. The vehicle or service will be halted immediately, and the Client will be responsible for all resulting consequences. REM Solutions reserves the right to demand the client(s) exit the vehicle. If the client poses a danger or threat to REM Solutions personnel or its drivers that party (REM Solutions personnel and/or drivers) is allowed to defend themselves.
Vehicle Damage: Any damage, excessive mess, or staining (Smoking, vapes, nicotine products, or chewing tobacco products) caused to REM Solutions vehicles or property by the Client, their guests, or pets will result in a repair, cleaning, or detailing fee billed directly to the Client's account. REM Solutions vehicles are non-smoking vehicles.

6. Limitation of Liability and Indemnification

As-Is Provision: Services are provided on an "as-is" and "as-available" basis. To the maximum extent permitted by law, REM Solutions disclaims all warranties, express or implied.
Limitation of Liability: REM Solutions, its owners, employees, contractors, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to the Services. Our total cumulative liability for any direct damages shall not exceed the total amount actually paid by the Client to REM Solutions for the specific service giving rise to the claim.
Third-Party Providers: When REM Solutions engages third-party vendors, contractors, or merchants on behalf of the Client (e.g., caterers, venues, mechanics, etc), we act solely as an agent. We assume no liability for the quality, safety, punctuality, or performance of such third-party providers.
Delays: REM Solutions is not liable for transportation delays caused by traffic congestion, road closures, mechanical breakdowns, severe weather, acts of God, or other conditions beyond our reasonable control.
Indemnification: The Client agrees to defend, indemnify, and hold harmless REM Solutions, its affiliates, officers, employees, and agents from and against any claims, liabilities, damages, losses, or expenses (including reasonable attorneys' fees) arising out of or in any way connected with the Client’s breach of these terms, negligence, willful misconduct, or violation of any applicable laws.

7. Insurance and Transportation Disclaimers

REM Solutions maintains commercial vehicle and general liability insurance in compliance with applicable state requirements.
Personal property left in transport vehicles is done so at the Client’s own risk. REM Solutions assumes no responsibility for lost, stolen, or damaged personal items left behind in vehicles or handled during concierge errands.
REM Solutions utilizes REXAR 360 Dashcams in all of its vehicles in order to protect and defend the company's image, hold staff and its drivers accountable, and protect against claims of wrongdoing by clients. By using our services you consent to be monitored and recorded.

8. Governing Law and Jurisdiction

These Terms and Conditions, and any disputes arising out of or related thereto, shall be governed by, construed, and enforced in accordance with the laws of the Commonwealth of Virginia, as well as the laws of the State of North Carolina and the State of Tennessee, depending on where the specific service, incident, or operational activity took place or where jurisdiction is appropriately invoked. Any legal action or proceeding relating to these terms must be brought exclusively in the state or federal courts located within the jurisdiction where REM Solutions operates or maintains its primary place of business intersecting the applicable state laws.

9. Independent Contractor Status

Nothing in this agreement shall be construed to create a partnership, joint venture, employer-employee, or principal-agent relationship between REM Solutions and the Client, beyond the explicit scope of providing the contracted concierge and transportation services.

10. Modifications to Terms

REM Solutions reserves the right to modify, update, or amend these Terms and Conditions at any time. Continued use of our Services following any such changes constitutes the Client's acceptance of the modified terms. It is the Client's responsibility to review these terms periodically.

11. Severability

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

12. Entire Agreement

These Terms and Conditions, along with any explicit service agreements, booking confirmations, or rate sheets provided by REM Solutions, constitute the entire agreement between the Client and REM Solutions regarding the subject matter herein and supersede all prior or contemporaneous communications, negotiations, or proposals, whether electronic, oral, or written.

By utilizing the services of REM Solutions, you acknowledge that you have read, understood, and unconditionally agree to be bound by these Terms and Conditions.