Understand the timelines, responsibilities, and potential outcomes when plans fall through.
Senders can cancel without penalty up to 24 hours before pickup.
Travelers who cancel inside 24 hours may receive a reliability strike unless they document an emergency.
Mutual cancellations return funds immediately and reopen the item listing if desired.
Stage one encourages both parties to resolve the issue through guided prompts in chat.
Stage two assigns a support specialist to review evidence and suggest a fair solution.
Stage three escalates to the trust team for a final decision if agreement is still not reached.
Full refund to the sender when a service was not performed.
Partial refund if both parties contributed to the issue.
Full payout to the traveler when proof confirms the delivery matched the agreement.
