How can we help?

Use the search bar on the homepage. Enter your origin city or airport, destination, and the date you need the item to arrive. You'll see a list of verified travelers with available space on that route — filter by date, weight capacity, and price per kg to find the right match.

The traveler reviews your request and has 24 hours to accept or decline. If they accept, you'll receive a payment link. Your payment is held in Stripe escrow — the traveler's contact details are only shared with you after payment clears.

Yes. You can cancel a pending request (before the traveler accepts) at no charge. Once accepted: cancellation more than 72 hours before departure gives you a full refund; cancellation within 72 hours of departure gives you a 50% refund. If the traveler cancels, you always receive a full refund.

Once the traveler marks your item as delivered, you'll receive an email and an in-app notification. Open the booking and tap 'Confirm delivery'. You have 48 hours to confirm or raise a dispute. If you don't act within 48 hours, the booking is automatically confirmed and payment is released to the traveler.

Raise a dispute from your booking page within 48 hours of the traveler marking the item as delivered. Our support team will review the case and contact both parties. For items declared over USD $500, we recommend purchasing your own shipping insurance before handing over.

You can send any item that is legal to transport in the origin and destination countries and permitted by the airline. Prohibited items include illegal drugs, weapons, hazardous materials, counterfeit goods, live animals, and bulk currency. See our Terms of Service for the full list. Both you and the traveler are responsible for ensuring items comply with customs rules.

You'll verify your phone number via SMS, upload a photo of a government-issued ID (passport, national ID, or driver's licence), and take a live selfie. The process takes under 5 minutes and only needs to be done once. Your full name and ID are never shown to senders — only your first name and verified badges are visible on your profile.

Upload a photo or PDF of your boarding pass or e-ticket when listing a trip. Our system reads your passenger name and all flight legs, then cross-checks them against live aviation data to confirm the booking is real. The process is automatic and usually completes within seconds.

After the sender confirms delivery (or 48 hours pass without a dispute), your earnings are credited to your Cendiago wallet. You can withdraw to your bank at any time via Wise. A small Wise transfer fee applies (typically $1–2 USD depending on your country and currency). Withdrawals are usually processed within 1–2 business days.

You can cancel a trip from your traveler dashboard before any bookings are accepted. If a booking is already accepted or paid, contact support at support@cendiago.com before cancelling — senders with paid bookings will receive a full refund and you may be responsible for any inconvenience caused. Repeated cancellations with accepted bookings may affect your account standing.

When listing a trip you set which categories you're comfortable carrying: clothing, electronics, food, documents, cosmetics, and more. You're always in control — you can decline any request that doesn't feel right, no explanation needed. Never carry something you haven't inspected or aren't comfortable with.

If the sender is a no-show at the agreed handover time and location, contact support immediately at support@cendiago.com with the booking reference. We'll investigate and, where appropriate, cancel the booking so it doesn't affect your account.

When a sender pays for a booking, the funds are held by Stripe — not released to the traveler — until delivery is confirmed. This protects both parties: senders know the traveler is incentivised to deliver, and travelers know the money is locked in and waiting. Cendiago cannot access these funds.

Cendiago charges senders a 12% platform fee and an 8% buyer protection fee (or 2% of the declared item value, whichever is greater) on top of the agreed delivery amount. These are shown in full before you confirm a booking. Travelers pay no platform fee — what you set is what you receive, minus the Wise withdrawal fee.

All transactions on the platform are in US dollars (USD). Wise handles currency conversion when you withdraw to a local bank account — you'll see the exact exchange rate and fee before confirming a withdrawal.

Refunds are processed by Stripe and typically take 5–10 business days to appear on your card or bank statement, depending on your bank.

Yes. Cendiago never stores your full card number or bank details. All payment processing is handled by Stripe, which is PCI DSS Level 1 certified — the highest level of payment security. All data in transit is encrypted using TLS.