Refund & Cancellation Policy

1. Overview

ZendZap holds all sender payments in escrow through Stripe and only releases funds to the traveler after the package handoff is confirmed by both parties. This page explains exactly when refunds are issued, how to request one, and what charges (if any) you may incur.

2. When you'll get a full refund

You are entitled to a 100% refund, with no platform fee deducted, in the following situations:

• Traveler cancels. If the traveler cancels for any reason before the package handoff, your full payment is refunded automatically within 5 to 10 business days.
• Flight cancelled by airline. If the traveler's flight is cancelled or diverted such that the route can no longer be served, you receive a full refund.
• Sender cancels before booking is accepted. If you cancel before the traveler accepts your booking, no charge is made.
• Sender cancels within 1 hour of booking. A grace period for accidental bookings. Full refund, no questions asked.
• Account suspension or platform error. If your account is suspended or a technical issue prevents the booking from completing, the full payment is refunded.

3. Partial refunds

In some scenarios you may receive a partial refund:

• Sender cancels after 1 hour but before handoff. The platform fee (10%) is non-refundable in this case; the remaining 90% is returned to you.
• Package is partially delivered or arrives damaged. If the package is delivered but in a condition that warrants partial compensation, our dispute team may award a partial refund based on the evidence provided.
• Late delivery beyond agreed deadline. If the package is delivered later than the agreed-upon delivery deadline (typically 48 hours after the flight's arrival), a partial refund of up to 30% may be issued at our discretion.

4. When refunds are not available

Refunds are not available in the following cases:

• Package was successfully delivered and handoff was confirmed by both parties.
• Sender provided incorrect, misleading, or fraudulent information about the package contents.
• Package contained prohibited items (see our Terms of Service) and was confiscated by customs or law enforcement.
• Package was rejected at the destination because the recipient was unreachable, despite reasonable attempts by the traveler.
• The dispute window (7 days after delivery) has passed without a complaint being filed.
• The optional Urgent boost fee on a package request. This flat fee buys top placement on the traveler board and is non-refundable once paid, whether or not a traveler takes the request.

5. How to request a refund

There are three ways to initiate a refund:

1. Cancel a booking before handoff. Open the booking on your dashboard and click Cancel Booking. Refunds matching Section 2 are processed automatically.
2. Open a dispute after delivery. If something went wrong with a delivery (lost, damaged, or undelivered package), open a dispute from the booking page within 7 days. The other party has 72 hours to respond, and our team reviews the evidence and issues a refund decision.
3. Contact support. For edge cases not covered above, email [email protected] with your booking ID and a clear description of the issue. We aim to respond within 24 hours.

6. Refund processing time

Approved refunds are issued back to the original payment method through Stripe.

• Credit/debit card: 5 to 10 business days, depending on your bank.
• Apple Pay / Google Pay: 5 to 10 business days, returned to the underlying card.
• Bank transfer (where available): 5 to 10 business days.

You'll receive an email confirmation when the refund is initiated. If the refund hasn't arrived after 10 business days, contact your bank first. Stripe's receipt usually confirms the funds were sent.

7. ZendZap Protection

Senders may purchase optional ZendZap Protection at the time of booking. Eligible items may be reimbursed up to the declared item value (subject to the coverage tier selected) if lost or damaged in transit. Reimbursement decisions are made at ZendZap's discretion based on the evidence submitted during dispute resolution. See your booking details for the specific coverage tier you selected.

Important: ZendZap Protection is a platform-provided customer protection program funded by ZendZap. It is not insurance, does not constitute an insurance contract, and is not regulated by any insurance authority. It does not take the place of any insurance you obtain or could obtain elsewhere. Reimbursement is at ZendZap's sole discretion and may be denied if the loss falls outside the eligible categories described in our Terms of Service.

8. Dispute resolution

If you disagree with a refund decision made by our team, you may escalate by replying to the resolution email within 14 days. We will review the case again with the additional context you provide. Final decisions are made at ZendZap's discretion in accordance with our Terms of Service.

9. Contact

Questions about this policy? Email us at [email protected].