Refund & Cancellation Policy
Last Modified: October 26, 2024
At FlierShip, we understand that plans can change. This policy outlines the process for cancellations and refunds for transactions facilitated through our platform. Since FlierShip is a peer-to-peer marketplace, our role is to provide a clear framework, but the final resolution often depends on the agreement between users.
1. General Policy
Our platform connects users but does not directly handle or transport items. All payments for services arranged through the platform (including peer-to-peer shipments, shopper requests, and freight shipments) are processed securely through FlierShip. As we handle the payment, this refund and cancellation policy applies to all transactions.
2. Cancellation by the Sender or Shopper
- Before a Traveler/Forwarder Accepts: You can cancel your shipment request at any time without penalty before it has been claimed by a traveler or forwarder.
- After a Traveler/Forwarder Accepts: If you cancel after your request has been accepted, it may impact your rating. For pre-paid services, your eligibility for a refund will depend on the timing of your cancellation:
- Full Refund: You may be eligible for a full refund if the cancellation is made before the traveler/forwarder has incurred any costs (e.g., purchased the item for a shopper request).
- Partial Refund: If the traveler/forwarder has already incurred expenses, a partial refund may be issued, deducting the costs of the item and any non-refundable service fees.
- No Refund: If the item has already been shipped, a refund will not be possible.
3. Cancellation by the Traveler or Forwarder
If a traveler or forwarder cancels a claimed shipment, they must provide a valid reason. We monitor cancellations to ensure the reliability of our community.
- For pre-paid services, if a traveler or forwarder cancels, the sender/shopper will receive a full refund, including all service fees.
- The cancellation will be recorded on the traveler's/forwarder's profile and may affect their standing on the platform.
4. Refund Process for Pre-Paid Services
When a refund is approved, it will be processed back to the original payment method used for the transaction. Please allow 5-10 business days for the refund to appear on your statement. All refunds are subject to the terms and conditions of our payment processing partners (e.g., PayPal).
5. Damaged or Lost Items
FlierShip is not liable for items that are damaged or lost during transit, as we are not a party to the direct agreement between the sender and the transporter. We strongly recommend users agree on terms for liability and consider personal insurance for high-value items. In the event of an issue, we provide a dispute resolution mechanism to help facilitate communication between the parties.
6. Dispute Resolution
If you have a disagreement regarding a cancellation or refund, you should first try to resolve it directly with the other user. If a resolution cannot be reached, you can contact our support team through the "Contact Us" page. While we cannot force a refund for peer-to-peer payments, we will mediate the dispute, review user histories, and take appropriate action on our platform, which may include warnings or account suspension.
7. Policy Changes
We may update this Refund & Cancellation Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Modified" date.
8. Contact Us
If you have any questions about this policy, please contact us at benjamin@fliership.com.