Terms & Conditions
1. About these Terms
These Terms & Conditions ("Terms") are an agreement between you and PEDESTLE LLC, doing business as Swoop ("Swoop", "we", "us"). They apply when you use the Swoop app or our website, https://joinswoop.app. By creating an account or using Swoop you agree to these Terms and to our Privacy Policy. If you do not agree, do not use Swoop.
2. Who can use Swoop
You must be at least 18 years old and able to enter into a binding contract. Couriers must also meet the requirements in section 9.
3. Your account
You sign in with your mobile phone number and a one-time code sent to it (by text message from launch). Keep your phone and your codes to yourself: you are responsible for what is done through your account. Give us accurate information and keep it up to date. We may suspend or close an account that breaks these Terms or that we reasonably believe is being used for fraud or to put someone at risk.
You can delete your account in the app at any time, except while one of its deliveries is in progress. The Privacy Policy explains what happens next.
4. The service, and the pilot
Swoop connects people who want a package carried locally ("senders") with independent couriers nearby. Couriers are not employees or agents of Swoop. Swoop does not carry packages itself.
Where and when. During the pilot, Swoop operates in Plano and Frisco, Texas. The pickup and the drop-off must both be inside our service area — within 15 kilometres (about 9 miles) of a point in Plano/Frisco — and the app tells you if an address is outside it. Orders are taken from 7:00 AM to 10:00 PM Central time, every day.
Before launch. Swoop is not yet open to the public. Until we launch, the service runs in test mode with test payments only: no real card is charged, no courier is paid, and Swoop does not send text messages. The payment terms and the SMS Terms below describe how Swoop works from launch.
No delivery time is promised. The app shows you the progress of your delivery and, while a courier has your package, where it is. It does not promise a delivery time.
Limits on an order. You may have up to three deliveries in progress at once. On your first three paid deliveries, the value you declare for the package may be at most $100.
5. Prices, payment and tips
The price. The app shows the price before you confirm an order. Today a delivery costs $7.00 plus $1.60 for each mile of straight-line distance between the pickup and the drop-off, rounded to the nearest cent. A small box adds $2.00 ("Handling"), a fragile item adds $4.00 ("Fragile handling"), and an envelope adds nothing. For a trip longer than 5 miles, each mile beyond the fifth costs $1.00 more ("Long distance"). There is no separate service fee. We may change our prices; the price that applies to an order is the one shown when you confirm it.
How you pay. You pay by card through Stripe. When you confirm an order we place a hold on your card for the price and your tip. Your card is charged when the courier confirms the delivery. If the order is cancelled before a courier accepts it, the hold is released and you are not charged. Fees that apply when an order is cancelled later are in section 7.
Tips. A tip is optional and goes 100 % to the courier. You can raise your tip once, within 24 hours after the delivery. The extra amount is a separate charge to the card that paid for the order (or your default card, if you removed that one). A tip cannot be lowered.
Ratings. After a delivery you may rate your courier once, within 24 hours.
6. Refunds and package protection
Refunds. If something went wrong with a delivery, email [email protected]. Refunds are decided by Swoop case by case. A refund goes back to the card that paid and can never be more than you were charged for that order. Refunds are shown on the order's receipt in the app.
Package protection. Swoop has decided to offer package protection of up to $100 of declared value for a package lost or damaged during a delivery. It is not available yet; its terms will be added to these Terms before it is offered. Until then, Swoop does not pay for the value of a lost or damaged item; a refund is limited to what you were charged for the order.
7. Cancellations and pickup no-shows
- Before a courier accepts: you can cancel for free; the hold on your card is released.
- If no courier accepts within 30 minutes, we cancel the order for you at no charge and release the hold.
- After a courier accepts: cancelling costs $2.00, of which $1.00 goes to the courier. The app shows the fee before you confirm the cancellation.
- Nobody hands over the package (pickup no-show). If the courier arrives and nobody hands over the package, the courier records their attempts to reach the pickup contact. Once the courier has recorded at least 2 attempts and 10 minutes have passed since the first, the courier may cancel the order. You are then charged a $4.00 trip fee plus $0.15 for each minute of waiting after the first 5 minutes, up to the 10-minute mark, all of which goes to the courier: at most $4.75 in all.
- A cancellation fee or no-show fee is taken from the hold on your card, and the rest of the hold is released.
- Once the courier has picked up the package, the order can no longer be cancelled.
8. Your responsibilities as a sender
- Send only what is allowed. Do not send weapons or ammunition; illegal drugs, prescription medication or alcohol; hazardous or flammable materials; people or animals; cash over $100; or anything illegal to possess. You confirm this list before your first delivery. A courier may decline any item they believe is on it.
- Describe and photograph the package honestly. Choose the right size, take the package photo the app asks for, and pack the item so it can be carried safely.
- Give accurate addresses. Confirm each address on the map; the courier goes to the pinned spot.
- Be ready at the pickup. Someone must be at the pickup to hand over the package — you, or the pickup contact you name. That person gives the courier the pickup code, which the app shows you; pass it on if someone else is handing over the package.
- Share the delivery code. The person receiving the package gives the courier the delivery code, which the app shows you; pass it on to them. If you choose "leave at door", no code is needed and the courier takes a photo of the package where they leave it.
- You must have the right to send the item, and you are responsible for its contents.
9. Couriers
This section summarises the terms for couriers. Before you can deliver, you will be asked to accept a separate Courier Agreement; where the two differ, the Courier Agreement applies.
Independent contractors. Couriers are independent contractors, not employees of Swoop. You choose when to go online and which jobs to accept, and you can decline or ignore any offer.
Requirements. You must be at least 18. Before you can deliver:
- Identity: you verify your identity with Stripe Identity (a photo of a government ID and a live selfie). If verification does not succeed after two attempts, a person at Swoop reviews your application.
- Background check: after your identity is verified, and with your permission, a background check is run by a consumer reporting agency. For couriers who drive a car or scooter it includes a motor-vehicle record.
- Vehicle documents: if you deliver by car or scooter, you provide your vehicle's details and photos of your driver's licence and insurance card.
- Approval: your application is approved only when your identity is verified and your background check is clear, after a review by a person at Swoop.
If we might decide not to approve you because of something in your background check report, you will first receive a pre-adverse action notice with a copy of the report and a summary of your rights, and you will have time to dispute anything in it with the agency before a final decision.
Pay. For each completed delivery you earn the delivery price minus Swoop's share of 22 % (rounded down to the cent), plus 100 % of the tip — including any tip the sender adds after the delivery. If a sender cancels after you accepted, you receive $1.00 of the cancellation fee. For a pickup no-show you receive the whole no-show fee. You are paid a fee only if it is collected from the sender's card. A refund we give a sender does not reduce what you earned for that delivery.
Payouts. Payouts will be made weekly, on Mondays, through Stripe, for deliveries completed more than 48 hours earlier. You will need a Stripe account to receive them. You are responsible for your own taxes.
On a delivery. Handle every package with care, do not open it, follow the law, collect the pickup code at the pickup and the delivery code (or take the photo, for "leave at door") at the drop-off, and take the pickup and delivery photos the app asks for.
10. Problems and disputes
If something goes wrong, email [email protected], ideally within 48 hours of the delivery. We will look into it and try to resolve it with you directly. If you dispute a card charge with your bank, we respond through Stripe.
11. Liability
Swoop is provided "as is". To the fullest extent the law allows: Swoop is not liable for indirect, incidental or consequential losses; and Swoop's total liability to you for any delivery is limited to the amount you paid for that delivery, except where these Terms say otherwise. Nothing in these Terms limits liability that cannot be limited by law.
You agree to take responsibility for losses caused by your breaking these Terms or the law — for example by sending a prohibited item.
12. Governing law
These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules. Any dispute that is not resolved informally will be decided by the state or federal courts located in Collin County, Texas.
13. SMS Terms
Program. From launch, Swoop (PEDESTLE LLC) sends text messages to people who sign up for Swoop themselves — senders and couriers — at the mobile number they give us.
Messages you will receive. Sign-in codes; status updates about your deliveries (for example, that a courier accepted your order, picked up your package or delivered it); and, for couriers, notices about jobs and about your courier application. All are about the service; we do not send marketing messages. We do not text recipients or pickup contacts.
Frequency. Message frequency varies with how you use Swoop.
Cost. Message and data rates may apply.
Opt out. Reply STOP to any message to stop receiving texts. Because sign-in codes are sent by text, after opting out you may not receive sign-in codes; reply START to opt back in.
Help. Reply HELP for help, or contact [email protected] or (214) 690-1200.
Mobile carriers are not liable for delayed or undelivered messages. We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes; see our Privacy Policy.
14. Changes to these Terms
When we change these Terms we update the "Last updated" date at the top of this page. If you keep using Swoop after a change, the new Terms apply.
15. Contact us
PEDESTLE LLC, doing business as Swoop
4236 Cederbrook Cir., Richardson, TX 75082
(214) 690-1200
Email: [email protected]
Website: https://joinswoop.app