What the platform guarantees, and what it does not

Identity verification

No anonymous account can send or carry a parcel. Before their first listing, every user submits an ID document and a selfie to Stripe Identity, which checks that the document is valid and that it matches the face. These documents are stored encrypted and kept apart from the rest of the database: they are never visible to other users, and internal access to them is restricted and logged. The name shown to the other party is the verified name.

Payment held in escrow

When a traveller accepts your parcel, your payment method is registered, but no money is taken. The charge happens only after the delivery scan has been validated by the recipient, and it is that scan that triggers the payout to the traveller. Until delivery is confirmed, nothing is taken from you and the traveller receives nothing. If the shipment does not go ahead, the payment request is dropped.

Cap on declared value

The declared value of a parcel cannot exceed €500. That cap is deliberate: above it, a shipment carried by a private individual is no longer the right channel, and a professional carrier is a better one. The declared value is the reference amount we use to examine a dispute; under-declaring it works against you. The 12% commission includes no insurance for the parcel.

Four scans, and the evidence that comes with them

Handover, boarding, arrival, hand-delivery. Each scan records a timestamp and, at handover and at hand-delivery, a photo. This history is not decorative: it is the material a dispute is examined on. It is visible to the sender and the recipient at all times, and it cannot be altered afterwards.

Dispute procedure

A dispute is opened from the app, from the moment a step does not go as planned. The payout to the traveller is suspended immediately. We examine the scan history, the timestamped photos and the messages exchanged in the app, then we decide: refund to the sender, payout to the traveller, or a split. The decision is explained and given to both parties.

Your data

ID documents are handled by Stripe Identity, stored encrypted and kept apart from the rest of the database. The other party to a shipment sees your first name, your profile photo, the status of your verification and the details of the parcel concerned — nothing more. The data for a shipment is kept as long as handling a possible dispute requires, then archived. The details are in the privacy policy.

What we do not guarantee

We do not carry anything: the parcel stays in a traveller's luggage, subject to whatever happens to their flight and their airline. A delayed plane, a strike or a customs check are not down to us. We do not search parcels on your behalf: it is the traveller who checks the contents at handover, and the sender who answers for their declaration. We are not an insurer either: the 12% commission includes no insurance for the parcel, and our terms commit us to no compensation amount. What we do guarantee is narrower and easier to check: the payment is not charged until delivery is confirmed, and a dispute is examined on timestamped evidence. Finally, a shipment arranged outside the app opens no recourse at all: with no scans and no payment through the platform, there is neither a record nor any leverage.