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.

Cendiago is not available for routes involving Cuba, Iran, North Korea, Syria, Russia, Belarus, or Myanmar, and may not be used by residents of those jurisdictions.

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 processing. The delivery contract is between the traveler and the sender.

4. Traveler Obligations

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

• Provide accurate information about your departure airport, destination, and travel date when listing a trip.
• Provide accurate account information. Identity verification (phone, government ID, selfie) is optional and earns a verified badge on your profile. If you complete verification, you agree to keep your verification status accurate.
• Only list space on flights you genuinely intend to take.
• Respond to a sender's request within 48 hours. A request you do not accept or decline within 48 hours expires automatically.
• 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.
• Photograph each item at pickup, take clear photos of the item, its packaging, and any visible markings at the point of handover. Take equivalent photos upon drop-off at the destination. Upload these via the booking when prompted. Failure to provide pickup and drop-off photos may affect your eligibility for dispute resolution if a claim is raised against you.
• Not remove, swap, damage, or tamper with a sender's items after accepting them, carry them as inspected and hand them over intact. If you discover an item differs from what the sender disclosed, do not carry it; refuse it from your dashboard, which cancels the booking and refunds the sender in full.

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:

• Complete identity verification (phone, government ID, and selfie) before submitting your first booking request. This is a mandatory requirement to send items: travelers carry only for verified senders.
• Provide an accurate and complete description of the items you wish to send, including weight, category, and any applicable customs value.
• Present each item for inspection at handover. Hand every item to the traveler unsealed and able to be opened, allow the traveler to inspect it in full before accepting, and allow the traveler to pack it into their own baggage. The traveler may decline any item they are not able to inspect fully.
• Declare the honest replacement value of every item in USD. Deliberately under-declaring or over-declaring value is prohibited and may result in reduced or denied protection under the Buyer Protection Fund (Section 8) and account suspension.
• 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.
• Accept full responsibility for customs compliance, including the accuracy of any customs declaration, applicable duties, and import/export restrictions. This responsibility does not transfer to the traveler.

6. Prohibited and Restricted Items

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

Absolutely prohibited

• Illegal drugs, controlled substances, or precursor chemicals
• Prescription medications not accompanied by a valid prescription in the traveler's name
• Weapons, firearms, ammunition, tasers, or explosive materials
• Hazardous materials including flammable liquids, compressed gases, corrosives, toxic substances, or radioactive materials
• Biological or infectious substances
• Counterfeit goods or items that infringe intellectual property rights
• Goods subject to trade sanctions, embargoes, or export controls
• Live animals or animal products subject to CITES restrictions
• Adult content or materials promoting illegal activity

Restricted items

The following items may only be carried where all applicable laws and airline policies permit, and require full disclosure in the item description at the time of booking:

• Cash and negotiable instruments, banknotes, money orders, traveller's cheques, gift cards, or bearer bonds of any amount
• High-value jewellery, fine jewellery, diamonds, precious gemstones, gold, or platinum with a declared value exceeding $500 USD per item
• Consumer electronics, smartphones, laptops, tablets, cameras, or audio equipment with a declared value exceeding $1,500 USD per item
• Perishable items, fresh meat, seafood, dairy, or produce unless hermetically sealed, properly labelled, and compliant with destination import rules
• Customs-restricted goods, items subject to import quotas, phytosanitary restrictions, or requiring import licences in the destination country
• Lithium battery devices, items containing lithium batteries beyond IATA limits unless pre-approved by the relevant airline
• Any item prohibited by the traveler's airline in checked or carry-on baggage

This list is not exhaustive. Both the traveler and sender bear joint responsibility for ensuring the contents of any shipment comply with applicable law. Violation of this section may result in immediate account termination and may be reported to relevant authorities.

7. Payments and Platform Fee

Sender payments are collected and held through the Platform. Senders pay the agreed delivery amount (weight in kg times the traveler's rate per kg) at the time of booking. The amount is held until delivery is confirmed.

Senders pay two fees on top of the agreed delivery amount. Both fees are shown in full on the booking summary before you confirm: a platform fee of 12% of the delivery amount, and a buyer protection fee equal to 8% of the delivery amount or 2% of the declared item value, whichever is greater. The buyer protection fee funds the Buyer Protection Fund described in Section 8. Travelers pay no fees. The rate the traveler sets is exactly what the traveler receives; no fees are deducted from the traveler's payout. Prices displayed on the Platform are in US dollars (USD).

Traveler earnings are disbursed through our licensed payment partners, which reach travelers in 80+ countries. The traveler receives the full agreed delivery amount. Payout timing is described in the Payment Hold and Delivery Confirmation section, and wallet balances in the Wallet Balance and Withdrawals section.

8. Buyer Protection Fund

What the Fund is

Cendiago maintains a Buyer Protection Fund (the “Fund”) financed by the buyer protection fee charged on each booking. The purpose of the Fund is to provide discretionary compensation to senders in verified cases of loss, theft, or damage to items carried through the Platform, subject to the conditions and limits set out below.

What the Fund may cover

• Loss of an item that was handed over to the traveler and never delivered
• Theft of an item while in the traveler's custody
• Physical damage to an item that occurred during transit and is documented by pickup and drop-off photos

What the Fund does not cover

• Items from the prohibited or restricted list in Section 6
• Items whose declared value was inaccurate, any material misdeclaration of value voids eligibility for Fund compensation
• Losses caused by customs seizure where the sender failed to comply with applicable import/export rules
• Normal wear, minor scratches, or cosmetic damage not evidenced at the time of pickup
• Consequential, incidental, or indirect losses (e.g., lost business, lost opportunity)
• Items lost or damaged due to inadequate packaging by the sender
• Claims filed more than 48 hours after the traveler marks the item as delivered
• Claims unsupported by photographic evidence or where the traveler provided pickup and drop-off photos showing no damage

Coverage limits by verification tier

The maximum amount Cendiago may pay from the Fund per transaction is determined by the traveler's verification status at the time of booking:

• No badges, up to $300 USD per transaction
• ID Verified, up to $1,500 USD per transaction
• ID Verified + Flight Verified, up to $3,000 USD per transaction

The Fund cap across all claims from a single sender in any rolling 12-month period is $10,000 USD. Cendiago reserves the right to adjust these limits at any time by updating these Terms.

Declared value accuracy

Senders must declare the honest replacement value of every item. If Cendiago determines that a sender materially under-declared or over-declared the value of an item, including to reduce buyer protection fees or to inflate a claim, the sender's eligibility for Fund compensation is void for that transaction and Cendiago may suspend the sender's account.

Cendiago's right to deny, reduce, or adjust claims

Cendiago reserves the right, in its sole discretion, to deny, reduce, or adjust any claim based on the evidence provided, the circumstances of the loss or damage, the declared value accuracy, the traveler's compliance with their obligations, or any other factor Cendiago deems relevant. A claim outcome under the Fund does not constitute an admission of liability by Cendiago or any other party.

9. Wallet Balance and Withdrawals

When a traveler's payout cannot be sent directly to a connected bank account, the amount is credited to a Cendiago wallet balance held in the traveler's account.

• The wallet balance is a record of amounts owed to the traveler. It is not a bank account, is not a deposit, and earns no interest.
• A traveler may request a withdrawal to their bank details once the wallet balance reaches USD $5.
• Cendiago pays out through licensed payment partners. Bank details supplied by the traveler must be accurate. Transfers that fail because of incorrect details are returned to the wallet balance and may incur a payment-partner fee.
• Withdrawals are typically processed within 1 to 3 business days of the request. Timelines may vary by destination country and payment partner.
• If a traveler closes their account, or Cendiago terminates it, any remaining wallet balance owed to the traveler is paid out to valid bank details on file. Cendiago will attempt to return the funds for 12 months from account closure. If valid details are not provided within that period and the funds cannot be returned, the balance may be treated as unclaimed and handled in accordance with applicable unclaimed-property law.

10. Payment Hold and Delivery Confirmation

Payment is held from the time of booking until delivery is confirmed. It is not released to the traveler until the 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, the traveler's payout is released immediately. Depending on the traveler's account setup, funds either arrive in their bank account within 1 to 3 business days or are credited to their Cendiago wallet balance instantly.
• If the sender does not confirm or raise a dispute within 48 hours, funds are automatically released to the traveler. No claim under the Buyer Protection Fund will be accepted after this window has closed.
• If the sender raises a dispute within the 48-hour window, the funds remain held pending resolution by Cendiago support.

Funds that are held are not accessible to Cendiago or the traveler until the delivery is confirmed or a dispute is resolved. 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 16.

11. 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 may take 5 to 10 business days to appear on your statement.

12. 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.

13. 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

14. Liability for Loss, Theft, and Damage

Allocation of responsibility

Cendiago is a technology marketplace and not a carrier, freight forwarder, or logistics provider. Subject to the Buyer Protection Fund described in Section 8, liability for loss, theft, or damage to items carried through the Platform is allocated as follows:

• Traveler, The traveler is primarily responsible for an item from the moment they take physical custody at pickup until they hand it to the recipient at drop-off. A traveler who fails to deliver an item, delivers it damaged, or cannot produce evidence that the item was received in the condition it was handed over, may be held liable to the sender for the item's declared value, up to a maximum of USD $500 per transaction. This cap applies regardless of the traveler's verification tier. Verification badges affect a sender's coverage under the Buyer Protection Fund (Section 8), not a traveler's personal liability. Any compensation to the sender beyond this amount is provided at Cendiago's discretion from the Fund.
• Sender, The sender bears full responsibility for: (a) accurate declaration of item contents and value; (b) lawful packaging; (c) compliance with customs and import/export rules; and (d) any loss or damage caused by inadequate packaging, prohibited contents, or misdeclaration.
• Cendiago, Cendiago's liability is limited to the operation of the Platform itself. We are not liable for the actions or omissions of travelers or senders, for items lost or damaged in transit, or for customs seizures. Our total liability is further limited as set out in Section 15.

Indemnification

You agree to indemnify and hold harmless Cendiago Inc. and its officers, directors, employees, and agents from any claims, losses, damages, or expenses (including reasonable legal fees) arising out of: (a) your breach of these Terms; (b) your violation of any applicable law or third-party rights; or (c) any item you transported or sent through the Platform, or a customs or regulatory proceeding arising from a delivery you arranged. Where you acted as a traveler, subsection (c) does not apply to a claim that arises solely from a sender's misdescription, misdeclaration, or concealment of an item's contents that a reasonable inspection at handover would not have revealed, provided you inspected the item and otherwise complied with these Terms.

Traveler three-strike policy

A traveler who accumulates three substantiated complaints within any 12-month rolling period, where “substantiated” means Cendiago has reviewed the evidence and determined the traveler was materially at fault for a loss, theft, damage, or policy violation, will have their traveler privileges suspended pending review. A fourth substantiated complaint may result in permanent account termination. Cendiago will notify the traveler of each complaint outcome by email.

15. 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.
• This limit does not reduce any payment Cendiago chooses to make to a sender under the Buyer Protection Fund (Section 8). The Fund is a separate, discretionary program and its per-transaction caps are a maximum it may pay, not a measure of Cendiago's legal liability under this section.
• 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.

16. Disputes and Governing Law

Filing a dispute

To raise a dispute about a delivery, you must contact Cendiago support within 48 hours of the traveler marking the item as delivered, either through the booking interface or by emailing support@cendiago.com. Include your booking reference, a description of the issue, and all available photographic evidence. Disputes filed after the 48-hour window will not be eligible for Fund compensation and funds already released to the traveler will not be recalled except in cases of verified fraud.

Resolution process

Our support team will review the case and typically respond within 1–2 business days. Both parties will be given an opportunity to provide evidence. A resolution will be communicated to both parties by email. Either party may request a secondary review within 7 days by replying to the resolution email with additional evidence.

Governing law and arbitration

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.

17. Account Suspension and Termination

We may suspend or terminate your account at any time for a material violation of these Terms, including the prohibited items policy, substantiated complaints under the three-strike policy (Section 14), or any conduct that puts other users at risk. You may close your account at any time by emailing support@cendiago.com. Termination does not affect any ongoing bookings or payment obligations.

18. 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.

19. SMS Communications

When you add and verify a phone number on the Platform and expressly opt in, Cendiago may send you SMS text messages regarding your account activity, including booking requests, acceptances, and payout confirmations. By opting in, you agree to receive these messages at the phone number you provided. Message frequency varies based on your activity on the Platform. Standard message and data rates may apply.

You may withdraw your consent and opt out of SMS messages at any time by:

• Replying STOP to any SMS message we send you, or
• Unchecking the SMS consent option under your phone number in your Profile, or disabling SMS under Settings → Notifications.

Reply HELP to any message for assistance. Opting out will not affect your ability to use the Platform. We do not send marketing or promotional SMS messages, only transactional notifications directly related to your bookings.

20. Contact Us

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