Cancellation and Refund Policy
Version of 2 October 2026. To be reviewed by a lawyer before launch. Amounts are in the trip's currency (Canadian dollar, US dollar or euro); a Mobile Money payment is refunded in the local currency paid.
How escrow works
- By card: when you make a request, the amount is only authorised on your card. It is charged only if the traveler accepts.
- By Mobile Money: the amount is charged at the request, then refunded automatically to the same number if the request does not go through (declined, no answer, cancelled), minus the Mobile Money transfer fees (charge and refund), which you bear. Their rate is shown before you pay.
Once the booking is accepted, KiloPlane holds the payment until delivery is confirmed: the traveler is only paid once the parcel has been delivered.
Before the traveler accepts
| Situation | Outcome |
|---|---|
| The traveler declines the request | Card: no charge. Mobile Money: refund minus transfer fees |
| The traveler does not answer within 1 day | Card: no charge. Mobile Money: refund minus transfer fees |
| You cancel your request | Card: no charge. Mobile Money: refund minus transfer fees |
| Payment is not completed within 30 minutes | The request is cancelled |
After acceptance, before the parcel is handed over
| Situation | Refund |
|---|---|
| You cancel the booking | The transport price is refunded; the KiloPlane service fee is kept |
| The traveler refuses your parcel at inspection (contents not matching the description, prohibited item...) | Everything is refunded, service fee included, minus the payment operator's fee |
| The traveler cancels (unable to travel, trip cancelled...) | Everything is refunded, service fee included, minus the payment operator's fee |
| The flight changes date and you refuse the new date | Everything is refunded, service fee included, minus the payment operator's fee |
| You did not come to hand over the parcel | The transport price is refunded; the KiloPlane service fee is kept |
After the parcel is handed over
You can no longer cancel the booking yourself. Here is what can happen:
- Parcel delivered: the traveler entering the correct delivery code completes the transaction; their share is theirs.
- Parcel not delivered: if the correct code has not been entered 3 days after the planned delivery date, you are refunded automatically, service fee included, minus the payment operator's fee (card or Mobile Money), which KiloPlane does not get back. If the traveler had already received the parcel, they also owe you its declared value: it is paid to you in "My earnings" as they earn, unless they pay you directly.
- The traveler cancels: before receiving your parcel, you are refunded everything you paid, service fee included, minus the payment operator's fee (card or Mobile Money). If they already have your parcel, they must return it within 7 days: once you have it back and have checked it, give them your return code; you are then refunded on the same terms.
- The traveler keeps your parcel: report it from the booking. The KiloPlane team gives them a return deadline; after it, the team may give you their full identity so you can file a complaint, and they will owe you the declared value.
- Parcel lost: you are refunded as above, and the traveler owes you the declared value within 14 days.
- Recipient absent: the date can change at most 2 times. After that, the team investigates and gives an instruction for the parcel; collecting it after the case is closed costs a penalty (by default 20), paid to the person keeping it.
- You want your parcel back on the way: if the traveler accepts, they bring it back; the transport is not refunded and the traveler is paid.
- Parcel seized by customs or refused by the airline: the team decides who is at fault. If the content is at fault, you are not refunded; otherwise you are.
- Damaged parcel: when deciding your report, the team may set a compensation owed by the traveler (up to the declared value), paid in "My earnings".
- New delivery date: the traveler may ask you for another date. You accept or refuse it; if you refuse, the date stays the same, but the traveler may submit the request to the KiloPlane team with proof, and the team decides.
- Other problems (damaged parcel, missing contents, delay): talk to the traveler in the chat first. If that is not enough, report the problem from the booking, during transport or up to 2 days after delivery. The traveler's share is then put on hold and the KiloPlane team reviews the evidence (photos, messages, receipt): it approves the payout to the traveler, or cancels it and returns the transport price to you (service fees are not refunded). Without a decision within 7 days, the payout is approved. If the traveler has already withdrawn their share, nothing can be refunded: that is why the recipient must open and check the parcel on delivery and give the code only if everything is right. In case of fraud or a prohibited item, the team may also suspend or close the account concerned.
Weight
The parcel is not weighed: the price is that of the booked kilos. The traveler may refuse a parcel that is clearly heavier than booked; you can change your request until it is accepted. A lighter parcel does not give rise to a partial refund.
Timing
Refunds are issued immediately by KiloPlane to the payment method used. On a card, how long they take to appear on your statement depends on your financial institution (usually 5 to 10 business days); on Mobile Money, the refund usually arrives within minutes.
Your remedies
This policy does not limit your rights under Québec's Consumer Protection Act. If a disagreement remains after the KiloPlane team's decision, you may contact the Office de la protection du consommateur or the competent courts.
Contact
support@kiloplane.com