Terms of Service

These Terms of Service (“Terms”) govern your use of the Cendiago platform operated by Cendiago Inc. (“Cendiago”, “we”, “our”). By creating an account or using the Platform, you agree to these Terms. If you do not agree, do not use the Platform.

1. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract to use the Platform. By using the Platform, you represent and warrant that you meet these requirements. If you are using the Platform on behalf of a business entity, you represent that you have authority to bind that entity to these Terms.

2. Accounts

You must register an account to use the Platform. You agree to provide accurate, current, and complete information during registration and to keep it up to date. You are responsible for maintaining the confidentiality of your password and for all activity that occurs under your account. Notify us immediately at security@cendiago.com if you suspect unauthorised access.

You may not share your account or create multiple accounts for the same individual. We reserve the right to suspend or terminate accounts that violate these Terms.

3. How the Platform Works

Cendiago is a marketplace that connects:

• Travelers — people with spare luggage space on an upcoming flight who wish to carry goods for compensation.
• Senders — people who need goods transported and are willing to pay for the service.

Cendiago is not a party to the delivery agreement between travelers and senders. We provide the platform, verification infrastructure, and payment escrow. The delivery contract is between the traveler and the sender.

4. Traveler Obligations

If you use the Platform as a traveler, you agree to:

• Complete identity verification (phone, government ID, selfie) before listing any trip and maintain accurate verification status.
• Upload a valid flight ticket and provide accurate information about your departure airport, destination, and travel date.
• Only list space on flights you genuinely intend to take.
• Only accept items you have personally inspected and are satisfied comply with all applicable laws, customs regulations, and airline policies.
• Carry accepted goods as checked or carry-on baggage and deliver them to the agreed recipient.
• Not accept payment outside the Platform for any delivery arranged through the Platform.
• Notify the sender promptly if your flight is cancelled or significantly delayed.

You are solely responsible for complying with all airline baggage policies, customs and import/export regulations, and the laws of your origin and destination countries.

5. Sender Obligations

If you use the Platform as a sender, you agree to:

• Provide an accurate and complete description of the items you wish to send, including weight, category, and any applicable customs value.
• Only send items that are legal to transport in the origin country, destination country, and on the relevant airline.
• Package items appropriately to prevent damage during transit.
• Meet the traveler at the agreed time and place for handover.
• Confirm delivery within 48 hours of the traveler marking the shipment as delivered.
• Not send items on behalf of a third party without fully understanding and disclosing the contents.

6. Prohibited Items

You must not use the Platform to arrange the transport of any of the following:

• Illegal drugs or controlled substances
• Weapons, firearms, ammunition, or explosive materials
• Counterfeit goods or items that infringe intellectual property rights
• Bulk currency or negotiable instruments (banknotes, cheques, gift cards)
• Hazardous materials including flammable liquids, gases, or corrosives
• Live animals
• Goods subject to trade sanctions or embargoes
• Any item prohibited by the relevant airline, origin country, or destination country

Violation of this section may result in immediate account termination and may be reported to law enforcement. Both the traveler and sender bear responsibility for the contents of any shipment.

7. Payments and Platform Fee

All payments are made through the Platform via Stripe. Senders pay the agreed amount (weight in kg × rate per kg) at the time of booking. The amount is held in escrow.

Cendiago charges fees on top of the agreed delivery amount. These fees are paid by the sender and are displayed in full before booking. Fees include a platform fee (12%) of the delivery amount and a buyer protection fee (8% of the delivery amount, or 2% of the declared item value — whichever is greater). The traveler receives the full agreed delivery amount; no fees are deducted from the traveler's payout. Prices displayed on the Platform are in US dollars (USD).

8. Escrow and Delivery Confirmation

Payment is held in Stripe escrow from the time of booking until delivery is confirmed. The process works as follows:

• After the traveler marks the shipment as delivered, the sender has 48 hours to confirm delivery through the Platform.
• If the sender confirms delivery, escrow is released to the traveler (minus the platform fee) within 3–5 business days.
• If the sender does not confirm or raise a dispute within 48 hours, funds are automatically released to the traveler.
• If the sender raises a dispute within the 48-hour window, the funds are held pending resolution by Cendiago support.

Cendiago's dispute resolution process is final for amounts up to USD $500. For larger amounts, you may seek resolution through binding arbitration as described in Section 13.

9. Cancellations and Refunds

A sender may cancel a booking at no charge before the traveler has accepted the request. Once a booking is accepted by the traveler:

• Cancellation by the sender more than 72 hours before the scheduled departure: full refund.
• Cancellation by the sender within 72 hours of departure: 50% refund.
• If the traveler cancels an accepted booking: the sender receives a full refund.

Refunds are processed by Stripe and may take 5–10 business days to appear on your statement.

10. Ratings and Reviews

After a completed delivery, both parties may leave a rating and review. Reviews must be honest and based on your direct experience. We reserve the right to remove reviews that contain false statements, hate speech, or personal attacks. We do not alter the substance of reviews.

11. Prohibited Conduct

You agree not to:

• Impersonate another person or provide false information
• Use the Platform to arrange deliveries outside of the Platform in order to avoid our fees
• Interfere with or disrupt the Platform or its infrastructure
• Attempt to access another user's account
• Use automated tools to scrape or access the Platform without our written permission
• Harass, threaten, or intimidate other users

12. Limitation of Liability

To the maximum extent permitted by applicable law:

• Cendiago is a marketplace and is not responsible for the actions or omissions of travelers or senders.
• We do not guarantee that any traveler will complete a delivery or that any sender will meet a traveler.
• Our total liability to you for any claim arising out of or relating to these Terms or the Platform is limited to the greater of (a) the amount you paid Cendiago in the 3 months before the claim arose, or (b) USD $100.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages.

Nothing in these Terms limits liability that cannot be excluded by law, including liability for fraud, death, or personal injury caused by negligence.

13. Disputes and Governing Law

These Terms are governed by the laws of the Province of Ontario and the laws of Canada applicable therein, without regard to conflict-of-law principles. Any dispute not resolved through our support process will be resolved by binding arbitration in Toronto, Ontario under the ADRIC arbitration rules, except that either party may seek interim relief from a court.

If you are a consumer resident in a jurisdiction that does not permit mandatory arbitration, you may bring a claim in the courts of your jurisdiction.

14. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will notify you by email or in-platform notice at least 14 days before the changes take effect. Continued use of the Platform after the effective date constitutes acceptance.

15. Termination

We may suspend or terminate your account at any time for a material violation of these Terms, including the prohibited items policy. You may close your account at any time by emailing support@cendiago.com. Termination does not affect any ongoing bookings or payment obligations.

16. Contact Us

Cendiago Inc.
support@cendiago.com · +1 888 449 7755