Effective Date: October 19, 2025 Last Updated: October 19, 2025
PRIVACY POLICY
1. Introduction
Fragile Freight Services LLC ("we," "us," "our," or "Company") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you visit our website (fragile-freight.com) or use our medical courier services.
IMPORTANT: This Privacy Policy does NOT govern Protected Health Information (PHI) subject to HIPAA. PHI handling is governed by our Business Associate Agreements (BAAs) executed with covered entities.
2. Information We Collect
2.1 Information You Provide
Contact Information: Name, email address, phone number, business address
Communicating with you about service requests and updates
Processing payments and maintaining billing records
Improving our website and services
Sending service-related notifications (not marketing, unless you opt in)
Complying with legal obligations and responding to legal requests
4. How We Share Your Information
We do NOT sell your personal information. We may share information with:
Service Providers: Payment processors, email services (Formspree for contact forms)
Business Partners: Only as necessary to fulfill service requests (e.g., receiving facilities for delivery confirmation)
Legal Requirements: When required by law, court order, or to protect our rights
Business Transfers: In the event of merger, acquisition, or sale of assets
5. HIPAA and Protected Health Information (PHI)
Separate from Website Privacy:
PHI collected during actual transport services is governed by executed Business Associate Agreements (BAAs), NOT this Privacy Policy
We implement administrative, physical, and technical safeguards for PHI as required by HIPAA Security Rule
Our website contact forms do NOT request PHI. Do not include patient names, test results, or other PHI in form submissions
For PHI-related questions, contact us at dispatch@fragile-freight.com to discuss BAA execution
6. Data Security
We implement reasonable security measures to protect your information:
SSL/TLS encryption for website data transmission
Secure email communication (encrypted for sensitive business information)
Access controls limiting employee access to information
Regular security assessments and updates
Note: No method of transmission over the internet is 100% secure. We strive to protect your information but cannot guarantee absolute security.
7. Your Rights and Choices
You have the right to:
Access: Request a copy of the information we have about you
Correction: Request correction of inaccurate information
Deletion: Request deletion of your information (subject to legal retention requirements)
Opt-Out: Unsubscribe from marketing emails (service-related emails may still be sent)
Cookie Control: Disable cookies through your browser settings
To exercise these rights, contact us at dispatch@fragile-freight.com
8. Third-Party Services
Formspree: Our contact forms use Formspree to process submissions. View their privacy policy at formspree.io/legal/privacy-policy
Netlify: Our website is hosted by Netlify. View their privacy policy at netlify.com/privacy
GoDaddy: Our domain and email services. View their privacy policy at godaddy.com/legal/agreements/privacy-policy
9. Children's Privacy
Our services are not directed to individuals under 18. We do not knowingly collect information from children. If you believe we have collected information from a child, contact us immediately.
10. Changes to This Privacy Policy
We may update this Privacy Policy periodically. The "Last Updated" date at the top reflects the most recent changes. Continued use of our services after changes constitutes acceptance of the updated policy.
TERMS OF SERVICE
1. Acceptance of Terms
By accessing our website (fragile-freight.com) or using our courier services, you agree to these Terms of Service. If you do not agree, please do not use our services.
2. Description of Services
Fragile Freight Services LLC provides medical courier services including:
STAT, same-day, and scheduled specimen transport
Temperature-controlled transport (ambient, refrigerated, frozen)
Prescription and medical equipment delivery
Chain-of-custody documentation
24/7 dispatch services
Services are provided in the Research Triangle region (Durham, Raleigh, Chapel Hill, RTP) and surrounding areas.
3. Service Requests and Scheduling
Requests: Service requests via our website, phone, or email are not confirmed until acknowledged by our dispatch team
Availability: Services subject to driver availability and operational capacity
Accuracy: You are responsible for providing accurate pickup/delivery information
Cancellations: Cancellations within 30 minutes of scheduled pickup may incur fees
4. Pricing and Payment
Quotes: Pricing is based on distance, urgency, handling requirements, and frequency
Changes: Prices subject to change with reasonable notice to existing clients
Payment Terms: Payment due per invoice terms (typically Net-30 for established accounts, immediate for on-demand)
Late Fees: Late payments subject to 1.5% monthly interest (18% annual)
Surcharges: After-hours, weekend, holiday, and special handling fees apply as quoted
5. Client Responsibilities
You agree to:
Proper Packaging: Ensure specimens are properly packaged, sealed, and labeled per applicable regulations
Hazardous Materials: Declare any hazardous, infectious, or regulated materials
Documentation: Provide necessary requisition forms and documentation
Access: Ensure authorized personnel available at pickup and delivery locations
Compliance: Comply with all applicable healthcare, safety, and transportation regulations
No PHI in Forms: Do not include Protected Health Information in website forms or unencrypted emails
6. Our Responsibilities and Service Standards
Care: Handle all materials with appropriate care and professionalism
Training: Drivers trained in specimen handling, HIPAA awareness, and safety protocols
Equipment: Maintain appropriate vehicles and temperature-control equipment
Communication: Provide pickup confirmations and delivery notifications
7. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW:
Our liability for any claim is limited to the lesser of: (a) actual damages proven, or (b) the fee paid for the specific transport in question
We are NOT liable for indirect, incidental, consequential, or punitive damages
We are NOT liable for delays due to circumstances beyond our control (weather, traffic, accidents, force majeure)
We are NOT liable for damage to improperly packaged specimens
Liability for temperature-sensitive materials is contingent upon client providing appropriate packaging and clear temperature requirements
Important: Our cargo insurance provides coverage for damaged or lost specimens as described in your service agreement.
8. Indemnification
You agree to indemnify and hold harmless Fragile Freight Services LLC from claims arising from:
Your breach of these Terms
Your violation of laws or regulations
Improperly packaged or undeclared hazardous materials
Your provision of inaccurate information
9. Compliance with Laws
Both parties agree to comply with all applicable laws including:
HIPAA: When transporting PHI, services governed by executed Business Associate Agreement
DOT: Transportation regulations for medical materials
OSHA: Bloodborne pathogen and hazardous material standards
State Regulations: North Carolina healthcare and courier regulations
10. Business Associate Agreements (BAAs)
When transporting Protected Health Information, a BAA must be executed before service begins
BAA terms supersede conflicting provisions in these Terms for PHI-related matters
Request BAA at dispatch@fragile-freight.com or via our website
11. Dispute Resolution
Informal Resolution: Contact us first to resolve disputes informally
Governing Law: These Terms governed by laws of North Carolina
Venue: Disputes resolved in courts of Durham County, North Carolina
Arbitration: Parties may agree to binding arbitration as alternative
12. Termination
Either party may terminate service relationship with 30 days' written notice
We may terminate immediately for non-payment or breach of terms
Termination does not affect obligations for services already rendered
13. Intellectual Property
All content on fragile-freight.com (text, graphics, logos, images) is property of Fragile Freight Services LLC and protected by copyright. Unauthorized use prohibited.
14. Website Use
Do not use our website for unlawful purposes
Do not attempt to interfere with website functionality
Do not submit false information or impersonate others
Do not include PHI in website forms
15. Disclaimer of Warranties
Services provided "AS IS" without warranties of any kind, express or implied. We do not warrant that services will be uninterrupted or error-free, though we strive for excellence.
16. Modifications to Terms
We reserve the right to modify these Terms at any time. Material changes will be communicated to active clients. Continued use after changes constitutes acceptance.
17. Severability
If any provision of these Terms is found invalid or unenforceable, remaining provisions continue in full effect.
18. Entire Agreement
These Terms, together with executed service agreements and BAAs, constitute the entire agreement between parties regarding website use and courier services.
Questions About Privacy or Terms?
Fragile Freight Services LLC
Durham, North Carolina