Terms of Service
Version 1.0 · effective 19 October 2026
These Terms govern the RelayPack apps and this site. They are the same text you accept when you create an account in the app.
1. Who we are and what these Terms cover
RelayPack is operated by 9553-4814 Québec inc. (“RelayPack”, “we”). These Terms govern the RelayPack Send and RelayPack Travel apps and relaypack.com (together, the “Service”). By creating an account you accept them, together with our Privacy Policy. Travellers who set up payouts also accept the Stripe Connected Account Agreement, shown at that step. You can reach us at contact@relaypack.com.
2. What RelayPack is
RelayPack is a marketplace that connects people who want to send a package (senders) with travellers already going the same way. We provide the matching, the messaging, the payment flow and support. The transport itself is an agreement between the sender and the traveller: RelayPack is not a carrier, a courier, a freight forwarder or an insurer, and does not take possession of any package.
3. Your account
You must be at least 18 years old and give accurate information. One person, one account; you are responsible for everything done with it, so keep your credentials to yourself. A verified phone number is required to use the Service. To be paid, a traveller must complete identity verification and payout setup with our payment processor, Stripe, which currently requires a United States address and bank account. We may refuse, suspend or close an account that breaks these Terms, attempts fraud, or puts other users at risk.
4. Sending a package
A sender describes the package truthfully (route, dates, size, weight, photos, contents) and proposes a price. You may not send: drugs or controlled substances, including cannabis and CBD; weapons, ammunition or their parts; flammables, explosives or aerosols; cash or financial instruments; counterfeit or stolen goods; perishables, fresh food, plants, seeds or animal products; medication not prescribed to the traveller; alcohol or tobacco beyond duty-free allowances; loose lithium batteries; and anything that is illegal to carry, export or import on the route. The sender is responsible for the legality of the contents and for any customs duty, tax or declaration. A traveller may inspect a package before accepting it and may refuse it.
5. Carrying a package
A traveller carries one delivery at a time, personally, and keeps the package safe. Inspect what you accept: you are the one carrying it through airline and customs controls. Collect the package only against the pickup code, and hand it over only to the person who presents the 4-digit handover code; take the proof photos the app asks for. Hand-over without a validated code is at your own risk. While a delivery is in progress the app shares your position with the sender (see the Privacy Policy).
6. Offers, acceptance and price
Travellers make offers on a request during a short bidding window; the sender accepts an offer, or RelayPack awards the request to the best offer when the window closes. Once accepted, the price is locked and the booking is binding on both sides. Prices are in US dollars. Our service fee is a percentage of the agreed price, currently 15 %, deducted from what the traveller receives; it is shown before you post, offer or accept. The sender pays the agreed price.
7. Payment and holding of funds
The sender’s card is charged the agreed price when the offer is accepted. RelayPack holds that amount and pays nothing to the traveller until the delivery is confirmed by the handover code. Payments are processed by Stripe; RelayPack never sees or stores your full card number. The card processing fee charged by Stripe is not refundable in any circumstance.
8. Payouts to travellers
When the handover code is accepted, the traveller’s earnings are transferred to their Stripe account, where the money becomes available once Stripe has cleared the payment. A traveller can request a withdrawal of at least $10, once per rolling 30 days. Each withdrawal is reviewed by RelayPack before it is sent, then reaches the bank in the time the bank takes. Money still in the wallet must be withdrawn before an account can be closed.
9. Cancellation and refunds
Before pickup, a sender may cancel a booking from the app. The sender is refunded to the card they paid with, minus the non-refundable card processing fee and, when the chosen reason carries one, a cancellation fee of 10 % of the price (minimum $5, maximum $25), 30 % of which goes to the traveller. Some reasons are free, such as a traveller who no longer answers, with the proof the app asks for; after three free cancellations in 30 days, the next one is charged. Before pickup, a traveller may also cancel: the sender is refunded the full price minus the card processing fee and the package goes back into search; repeated or late cancellations are recorded and may lead to suspension. After pickup, a booking can no longer be cancelled: report the issue in the app instead (section 10). Nothing is charged for a request that finds no traveller or is withdrawn before an offer is accepted. Refunds go back to the original card and appear in the time your card issuer takes.
10. Problems, disputes and protection
If a delivery goes wrong — package lost, damaged, not collected, not delivered, or a code refused — report it from the booking within 7 days of the expected delivery, with photos. RelayPack reviews both sides using the pickup and handover codes, the proof photos, the messages and the tracking, and decides what happens to the money it still holds: refund to the sender, payment to the traveller, or a split. We may also withhold a traveller’s earnings while a report is open. RelayPack is not an insurer and these Terms are not an insurance policy; do not send what you cannot afford to lose, and pack it properly. Our standard protection reimburses a sender’s documented loss up to $100 per delivery, after a $25 deductible, on RelayPack’s reasonable assessment of the evidence. It never covers restricted or undeclared contents, a package handed over without the handover code, damage caused by inadequate packaging, or indirect losses.
11. Conduct and content
Be honest and respectful. You may not harass, threaten or discriminate; arrange payment outside the app to avoid the fee; create several accounts; post false reviews or rate deliveries you were not part of; or use the Service for anything illegal. Reviews are public, tied to a completed delivery, and must reflect your real experience. We may remove content, and suspend or close accounts, that break these rules. Report a user or a conversation from the app at any time.
12. Liability
The Service is provided as is. Senders and travellers are independent users: RelayPack is not responsible for their acts, for delays, for the contents of a package, or for its seizure, taxation or refusal by an airline or a border authority. To the fullest extent permitted by law, our total liability for any claim is limited to the greater of the fees you paid us in the 12 months before the claim and $100, and we are not liable for indirect or consequential loss. Nothing in these Terms limits rights that the Consumer Protection Act (Québec) or other mandatory law gives you.
13. Closing your account
You can delete your account at any time from Settings, once no delivery is in progress and no money remains in your wallet. Your profile is then withdrawn from the apps; we keep an archived copy of the account for 7 years for legal, tax and dispute reasons, then erase it (see the Privacy Policy). We may close an account for breach of these Terms; money held for an open booking is then handled under sections 9 and 10.
14. Changes to these Terms
We may update these Terms as the Service evolves. We will announce material changes in the app or by e-mail at least 30 days before they take effect; using the Service after that date means you accept the new version. The current version and its effective date are shown at the top of this page.
15. Governing law
These Terms are governed by the laws of the Province of Québec and the federal laws of Canada applicable in it. Any dispute that cannot be settled amicably is brought before the courts of Québec, without prejudice to the right of a consumer to the courts and mandatory protections of their place of residence.
16. Contact
9553-4814 Québec inc. (RelayPack) — contact@relaypack.com. Support requests about a delivery are best sent from the booking itself in the app, so that the context travels with them.