RolRunr, LLC
Customer Terms of Service

Effective Date: May 1, 2026
Company: RolRunr, LLC
Support Email: Support@RolRunr.com
Support Phone: 804-446-6723

1. Agreement to These Terms

These Customer Terms of Service (“Terms”) are a legally binding agreement between you and RolRunr, LLC (“RolRunr,” “Company,” “we,” “us,” or “our”) governing your access to and use of the RolRunr website, mobile application, platform, and related services.

By creating an account, accessing the platform, requesting a service, clicking to accept these Terms, or otherwise using RolRunr, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the platform.

You also agree that your use of the platform constitutes your electronic signature and your consent to transact with us electronically.

2. Eligibility

You must be at least 18 years old to create an account or use RolRunr services.

By using the platform, you represent and warrant that:

• You are at least 18 years old.
• All information you provide is true, accurate, and current.
• You have the legal capacity to enter into this agreement.
• You will use the platform only for lawful purposes.

3. About RolRunr

RolRunr is a technology platform that enables customers to request certain services from independent contractors known as “Runrs.” RolRunr does not itself provide or perform the on-the-ground services requested through the platform, and does not control or direct the manner or means by which Runrs perform their work, unless expressly stated otherwise in writing for a specific service.

Services available through the platform may include:

• Dog Walking
• Errand
• Seasonal Support
• Event Setup Support
• Rideshare
• Food Pickup and Delivery
• Grocery Pickup and Delivery

Availability of services may vary by market, time, demand, safety conditions, and other factors. RolRunr may add, remove, suspend, restrict, or modify services, features, pricing, service areas, or platform functionality at any time, with or without prior notice to the extent permitted by law.

4. Independent Contractor Relationship

You acknowledge and agree that Runrs are independent contractors and are not employees, agents, joint venturers, or partners of RolRunr solely by virtue of using the platform.

RolRunr provides a marketplace and related technology services. RolRunr does not guarantee that any service request will be accepted, completed, or available at any particular time.

5. Customer Accounts

To use certain features, you may be required to create an account. You agree to:

• Provide accurate, complete, and current information.
• Maintain and promptly update your account information.
• Keep your login credentials secure and confidential.
• Immediately notify us of any unauthorized account access or suspected security breach.
• Accept responsibility for activity occurring under your account.

You may not transfer your account to another person or allow another person to use your account.

6. Permitted and Prohibited Uses

You agree to use the platform only for lawful, legitimate, and authorized purposes.

You may not use RolRunr to request, arrange, transport, deliver, store, or facilitate:

• Illegal drugs or controlled substances.
• Alcohol or tobacco where prohibited.
• Firearms, ammunition, explosives, or weapons.
• Stolen property.
• Hazardous, toxic, or dangerous materials.
• Unlawful goods or services.
• Any activity that violates applicable law, regulation, or ordinance.

You may not use the platform to harass, threaten, abuse, discriminate against, or endanger any Runr, customer, merchant, third party, or RolRunr personnel.

7. Minors

Service requests involving a minor are prohibited unless a person who is at least 18 years old is present and legally responsible for the minor.

RolRunr reserves the right to refuse, cancel, or terminate any request involving an unaccompanied minor or any situation that presents a safety, legal, or liability concern.

8. Customer Responsibilities

You are responsible for ensuring that all information provided in your request is complete, accurate, and not misleading.

You agree to:

• Provide clear and truthful instructions.
• Be available and responsive during the service.
• Ensure the service location is reasonably safe and accessible.
• Secure pets, children, valuables, weapons, and hazardous conditions before a Runr arrives.
• Comply with all applicable laws.
• Treat Runrs with courtesy and respect.

If a condition at the location is unsafe, unsanitary, unlawful, threatening, or materially different from what was described, the Runr or RolRunr may cancel the service without liability.

9. Dog Walking Terms

For dog walking services:

• Only owner-provided leash and equipment may be used unless RolRunr expressly approves otherwise in writing.

• You are responsible for ensuring that your dog is safe to handle, properly vaccinated and licensed as required by law, properly restrained, lawfully owned or controlled by you, and suitable for the requested walk and environment.

• You must disclose, in advance of any service, any history of aggression, biting, threatening behavior, escape behavior, illness, injury, or special handling needs.

• You remain responsible for your pet’s conduct before, during, and after the service, except to the extent that any loss or damage is finally determined to have been caused directly by a Runr’s gross negligence or willful misconduct.

Runrs and RolRunr reserve the right to cancel, stop, or refuse dog walking services at any time if a pet appears dangerous, uncontrolled, improperly restrained, visibly sick, or otherwise unsafe, or if the environment is unsafe. In such cases, you may be charged all or part of the service fee depending on the circumstances and any applicable policies disclosed through the platform.

10. Errands, Food Pickup, Grocery Pickup, and Merchant Items

For errands, food pickup and delivery, grocery pickup and delivery, and similar fulfillment services:

• You are responsible for providing accurate order details, pickup information, drop-off details, access instructions, and contact information.

• Merchant, restaurant, store, or third-party seller availability is outside RolRunr’s control.

• Inventory shortages, substitutions, delays, preparation issues, packaging issues, merchant errors, or out-of-stock items may occur.

• Merchants, restaurants, and stores are responsible for the products they prepare, pack, or provide.

To the fullest extent permitted by law, RolRunr is not responsible for merchant-caused issues including:

• Incorrect items.
• Missing items.
• Out-of-stock items.
• Food quality issues.
• Merchant preparation delays.
• Sealed package contents.
• Perishability changes caused by merchant packaging or delay.

If a merchant error occurs, any dispute or refund request will be reviewed under RolRunr’s dispute process.

11. Event Setup Support and Seasonal Support

For Event Setup Support and Seasonal Support:

• Runrs are there to assist based on the scope described in the request.

• Runrs are not required to bring tools, specialized equipment, or technical trade materials unless expressly stated and approved in advance.

• You must provide a reasonably safe worksite and accurate job details.

• You are responsible for disclosing lifting requirements, environmental hazards, site conditions, special access restrictions, and other material facts.

RolRunr reserves the right to cancel or stop a job if the worksite is unsafe, unlawful, materially misrepresented, or outside the scope of the requested service.

12. Rideshare Terms

For rideshare services:

• RolRunr is a technology platform that facilitates connections
between customers and independent contractor Runrs.

• Service availability is not guaranteed.

• You must comply with all laws and safety instructions.

• You may not bring prohibited items, engage in unsafe conduct,
or create an unreasonable risk to the Runr or others.

RolRunr may cancel or terminate rideshare access for safety, fraud, misconduct, false reports, or violation of these Terms.

13. Pricing, Fees, and Charges

You agree to pay all charges associated with your use of the platform and requested services.

Charges may include:

• The service fee.
• Taxes where applicable.
• Tolls, surcharges, or pass-through costs where applicable.
• A platform fee equal to 15% of the service fee.
• Cancellation charges.
• No-show charges.
• Any other fees disclosed through the platform before or at the time of booking, to the extent permitted by law.

All pricing displayed through the platform may change at any time. Pricing may vary based on service type, time, location, demand, route, distance, complexity, or other business factors.

By submitting a request, you authorize RolRunr and its payment processor to charge your selected payment method for all applicable charges.

14. Cancellations

14.1 Customer Cancellation Before Acceptance

If you cancel a service request before a Runr accepts the job, you will not be charged.

14.2 Customer Cancellation After Acceptance but Before Arrival

If you cancel after a Runr has accepted the job and is en route, you may be charged a 15% inconvenience surcharge, as disclosed in the platform.

14.3 Customer Cancellation Upon Arrival

If you cancel after the Runr has arrived at the service location, you may be charged up to the full amount of the service, as disclosed in the platform at the time of booking, subject to review through RolRunr’s dispute process.

RolRunr will review any cancellation charge in good faith upon request and may adjust, waive, or reallocate charges if we determine, in our reasonable judgment, that doing so is appropriate under the circumstances.

15. No-Show Policy

If you are unavailable, unreachable, deny access, fail to appear, fail to provide required information, or otherwise cause the service to be unable to proceed after the Runr arrives or after reasonable effort has been made consistent with the job details, you may be charged a no-show fee up to 50% of the service fee, as disclosed in the platform.

RolRunr will review any no-show charge in good faith upon request and may adjust, waive, or reallocate charges if we determine, in our reasonable judgment, that doing so is appropriate under the circumstances.

16. Disputes, Refunds, and Adjustments

Refunds, credits, and billing adjustments are not automatic.

If you believe you were charged in error or experienced a service issue, you must submit a dispute through RolRunr’s designated process within the timeframe required by the platform. RolRunr will review the matter in good faith and may issue a refund, partial refund, account credit, or no adjustment depending on the facts.

RolRunr’s goal is to maintain fair outcomes and strong customer service. Subject to applicable law and card-network rules, RolRunr’s final decision on refunds, credits, and adjustments will be made in good faith and in a commercially reasonable manner.

Chargebacks or payment disputes filed directly through your bank or card issuer do not waive your obligations under these Terms. RolRunr reserves the right to dispute chargebacks and recover amounts owed.

17. Safety and Conduct

You agree that you will not:

• Threaten, harass, assault, abuse, stalk, or intimidate any Runr or other person.
• Discriminate on the basis of race, color, religion, sex, national origin, disability, age, or other protected status.
• Request illegal conduct.
• Provide false information.
• Damage a Runr’s vehicle or property.
• Attempt to coerce a Runr into off-platform activity or side deals.
• Engage in fraudulent, deceptive, or abusive conduct.

RolRunr may suspend or terminate your account immediately if we determine, in our sole discretion, that your conduct creates legal, safety, reputational, or operational risk.

18. Communications and Electronic Consent

By creating an account or using the platform, you consent to receive communications from RolRunr electronically, including by email, phone call, push notification, text message, or in-app communication, subject to applicable law.

You are responsible for any carrier charges or messaging fees.

19. Third-Party Services and Payment Processing

RolRunr uses Stripe and may use other third-party vendors, tools, partners, and service providers to facilitate payments, communications, analytics, support, identity verification, and platform functions.

Your use of third-party services may also be subject to those third parties’ terms and policies. RolRunr is not responsible for third-party systems, outages, errors, or acts beyond its reasonable control.

20. Platform Availability

RolRunr does not guarantee that the website, app, or services will be uninterrupted, error-free, secure, or available at all times.

The platform may be unavailable due to maintenance, updates, connectivity issues, outages, hardware failure, software defects, cyber incidents, force majeure events, or other causes.

21. Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY LAW, THE PLATFORM AND ALL RELATED SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.

ROLRUNR DISCLAIMS ALL WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, RELIABILITY, QUALITY, AVAILABILITY, AND QUIET ENJOYMENT.

ROLRUNR DOES NOT WARRANT THAT:

• ANY SERVICE WILL MEET YOUR EXPECTATIONS.
• ANY RUNR WILL BE AVAILABLE AT ANY SPECIFIC TIME.
• ANY PLATFORM FUNCTION WILL BE ERROR-FREE OR UNINTERRUPTED.
• ANY ISSUE WILL BE CORRECTED.

22. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, ROLRUNR, LLC AND ITS OWNERS, MEMBERS, MANAGERS, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AFFILIATES, SUCCESSORS, AND ASSIGNS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, PUNITIVE, OR ENHANCED DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, GOODWILL, BUSINESS OPPORTUNITY, OR PROPERTY DAMAGE, ARISING OUT OF OR RELATING TO:

• YOUR USE OF OR INABILITY TO USE THE PLATFORM.
• SERVICES REQUESTED THROUGH THE PLATFORM.
• ACTS OR OMISSIONS OF ANY RUNR, CUSTOMER, MERCHANT, OR THIRD PARTY.
• DELAYS, MISDELIVERIES, FAILED DELIVERIES, OR CANCELLATIONS.
• PET-RELATED EVENTS.
• MERCHANT ERRORS.
• PAYMENT PROCESSING ISSUES.
• ANY SAFETY, ACCESS, OR LOCATION-RELATED ISSUE.

TO THE FULLEST EXTENT PERMITTED BY LAW, ROLRUNR’S TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR THE PLATFORM SHALL NOT EXCEED THE GREATER OF:

1. THE AMOUNT YOU PAID TO ROLRUNR FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM; OR

2. ONE HUNDRED U.S. DOLLARS ($100.00).

NOTHING IN THESE TERMS IS INTENDED TO EXCLUDE OR LIMIT ANY LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW, INCLUDING LIABILITY FOR FRAUD, FRAUDULENT MISREPRESENTATION, OR WILLFUL MISCONDUCT.

23. Indemnification

You agree to defend, indemnify, and hold harmless RolRunr, LLC and its owners, members, managers, officers, directors, employees, agents, affiliates, successors, and assigns from and against any and all claims, demands, actions, suits, liabilities, damages, judgments, settlements, penalties, fines, costs, and expenses, including reasonable attorneys’ fees, arising out of or relating to:

• Your use of the platform.

• Your violation of these Terms.

• Your negligence, misconduct, or unlawful conduct.

• Your instructions, property, premises, pets, passengers, items, or conditions.

• Your interaction with any Runr, merchant, or third party.

• Your infringement of any rights of another person or entity.

24. Arbitration Agreement and Class Action Waiver

24.1 Agreement to Arbitrate

Except for claims that may be brought in small claims court if eligible, you and RolRunr agree that any dispute, claim, or controversy arising out of or relating to these Terms, the platform, your account, payments, or services requested through RolRunr shall be resolved by binding individual arbitration and not in court.

24.2 Class Action Waiver

You and RolRunr agree that each may bring claims against the other only in an individual capacity and not as a plaintiff or class member in any purported class, collective, representative, or private attorney general action.

The arbitrator shall have no authority to consolidate claims or preside over any form of representative or class proceeding.

24.3 Jury Trial Waiver

TO THE FULLEST EXTENT PERMITTED BY LAW, YOU AND ROLRUNR WAIVE ANY RIGHT TO A JURY TRIAL FOR ANY DISPUTE, WHETHER IN COURT OR, IF APPLICABLE, IN CONNECTION WITH ANY ANCILLARY JUDICIAL PROCEEDING RELATED TO ARBITRATION.

24.4 Arbitration Procedure

The arbitration shall be administered by the American Arbitration Association (“AAA”) under its applicable Consumer Arbitration Rules then in effect, except as modified by this Section 24. If AAA is unavailable or unwilling to administer the arbitration, the parties will mutually agree on another reputable arbitration provider that applies consumer-appropriate procedures.

Unless the parties agree otherwise, the arbitration hearing will take place in or near the county or city where you reside, or may be conducted by video conference or on written submissions if the arbitrator permits.

RolRunr will pay or advance all arbitration filing, administration, and arbitrator fees that exceed the amount you would have paid to file a lawsuit in a court of competent jurisdiction, unless the arbitrator determines your claims are frivolous or brought for an improper purpose. Each party will bear its own attorneys’ fees and costs unless the arbitrator awards fees or costs to you under applicable law.

The arbitrator shall have exclusive authority to resolve any dispute regarding the interpretation, applicability, enforceability, or formation of this arbitration provision, except where prohibited by law.

24.5 Opt-Out

You may opt out of this arbitration agreement by sending written notice to RolRunr within thirty (30) days of first accepting these Terms. Your notice must include your full name, account email, phone number, and a clear statement that you wish to opt out of arbitration.

25. Governing Law

These Terms and any dispute arising out of or relating to these Terms or the platform shall be governed by the laws of the Commonwealth of Virginia, without regard to conflict of laws principles, except to the extent federal law requires otherwise.

26. Suspension and Termination

RolRunr may suspend, restrict, deactivate, or terminate your account or access to the platform at any time, with or without notice, for any lawful reason, including suspected fraud, abuse, safety concerns, payment issues, excessive disputes, false claims, prohibited conduct, or violation of these Terms.

You may stop using the platform at any time, but termination does not eliminate obligations incurred before termination.

27. Changes to These Terms

RolRunr may revise these Terms from time to time. We will post updated Terms on the website or in the app and update the Effective Date above. For material changes that affect your rights or obligations, we will provide additional notice as required by law, which may include email, in-app notice, or similar.

Unless otherwise stated, updated Terms will apply prospectively from their effective date. Your continued access to or use of the platform after updated Terms become effective constitutes your acceptance of the revised Terms.

28. Severability

If any provision of these Terms is found invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect to the fullest extent permitted by law.

29. No Waiver

Failure by RolRunr to enforce any provision of these Terms shall not operate as a waiver of that provision or any other provision.

30. Entire Agreement

These Terms, together with the Privacy Policy and any additional policies, disclosures, consents, or service-specific terms presented through the platform, constitute the entire agreement between you and RolRunr regarding the subject matter herein and supersede prior or contemporaneous understandings relating to that subject matter.

31. Contact Information

If you have questions about these Terms, contact:

RolRunr, LLC
Email: Support@RolRunr.com
Phone: 804-446-6723