SendPal Protection

• Eligible shipments — Documents and parcels sent through an accepted SendPal request may qualify for platform protection during delivery.
• Loss & damage — Covers qualifying loss, theft, or physical damage while the item is in the transporter’s care during SendPal delivery.
• SendPal bookings only — Protection applies when payment, messaging, and delivery are handled through SendPal as described below.

SendPal Protection is a contractual compensation scheme offered by SendPal to users in eligible markets. It is designed to give senders additional confidence when booking verified travelers for document and parcel delivery.

SendPal Protection is not a standalone insurance policy sold to consumers. It forms part of the SendPal service and is subject to these conditions and our Terms and Conditions. Nothing in this document limits mandatory consumer rights that apply to you under European Union or national law.

• The delivery request was created, accepted, and paid for through SendPal.
• The trip was listed on SendPal and matched to the request in the platform.
• Both sender and transporter had active, verified SendPal accounts at the time of booking.
• The item is a document or parcel permitted under SendPal rules and applicable transport law.
• The open-box inspection and handover rules described in our Terms were followed for parcels.
• The incident is reported through SendPal within the claim window (see section 6).

Subject to these conditions, SendPal may compensate eligible senders for verified loss, theft, or physical damage to the shipped document or parcel while it is in the care of the transporter during the SendPal delivery.

Compensation is calculated based on reasonable evidence of the item’s nature and value. For each eligible trip booking, the maximum compensation SendPal may approve is USD 100 (one hundred United States dollars), unless SendPal determines otherwise in writing. In no case will compensation exceed the amount paid for the SendPal service related to that booking or USD 100, whichever is lower.

• Loss of the item before confirmed delivery to the recipient.
• Theft of the item during the SendPal delivery phase.
• Physical damage that materially affects the document or parcel, where not caused by an excluded event.

SendPal Protection does not apply to prohibited, undeclared, or illegal contents, or to situations where platform rules were not followed.

• Items prohibited under SendPal rules or applicable law (including hazardous, illegal, or restricted goods).
• Cash, negotiable instruments, precious metals, or jewellery unless explicitly permitted and declared.
• Perishable goods without suitable packaging, or damage from inadequate packing by the sender.
• Cosmetic damage that does not affect usability of documents or the parcel contents.
• Delays, missed connections, or indirect losses (for example lost income or opportunity).
• Damage or loss before pickup by the transporter or after delivery is confirmed in SendPal.
• Events outside SendPal’s reasonable control (force majeure), including severe weather, strikes, or official seizure.
• Fraud, false statements, or failure to cooperate with SendPal’s review.
• Any amount above the per-trip limit in section 3, or claims without sufficient supporting evidence.

• Provide accurate descriptions, photos, and declared value where requested.
• Use appropriate packaging for documents and parcels.
• Allow parcel inspection under SendPal’s open-box policy before transport.
• Keep proof of contents and value (receipts, photos, messages) where available.
• Report the issue promptly and respond to SendPal’s information requests.
• Do not arrange payment or delivery outside SendPal for the same booking.

If you believe an eligible loss or damage occurred, open the relevant trip or delivery request in the SendPal app or website and use Report issue. Include a clear description, dates, and photos where possible.

You must notify SendPal within 14 calendar days of the scheduled delivery date, or within 14 days of discovering the loss or damage if later. Late reports may be declined.

SendPal will review the report, may contact both parties, and can request additional documents (for example photos, proof of handover, or—in theft cases—a police report where legally required).

Decisions are made in SendPal’s reasonable discretion based on platform records and the evidence provided. Approved compensation is typically issued as a refund or SendPal wallet credit, subject to the per-trip limit described in section 3.

If you are a consumer in the European Economic Area or United Kingdom, you retain all mandatory rights under applicable consumer protection law. This policy explains SendPal’s voluntary protection scheme and does not replace legal remedies where they apply.

For general contractual matters, see our Terms and Conditions. For personal data processed during a claim, see our Privacy Policy.

You may contact SendPal support through the contact options on sendpal.io. If you are an EU consumer, you may also use the European Commission’s Online Dispute Resolution platform where applicable.

We may update SendPal Protection to reflect product, legal, or operational changes. The version on this page applies to reports filed after the stated last-updated date, unless otherwise required by law.