Terms of Service

Effective date: February 2026

1. Acceptance of Terms

By downloading, installing, or using the Carryo mobile application or website (the "Platform"), you agree to be bound by these Terms of Service ("Terms") and our Privacy Policy. These Terms form a legally binding agreement between you and Carryo.

If you do not agree to these Terms, you must not use the Platform. Your continued use of the Platform constitutes ongoing acceptance of any updates to these Terms.

2. Description of Service

Carryo provides the technology platform that facilitates connections between patrons (people who need items delivered across borders) and voyagers (travelers who carry items for a fee). Carryo does not itself provide delivery services.

Carryo is a technology marketplace, not a shipping company or logistics provider. We are not a party to any agreement between patrons and voyagers. All delivery agreements are made directly between users.

3. Eligibility

By using the Platform, you represent and warrant that you meet all of the above eligibility requirements. If you do not meet these requirements, you must not use the Platform.

• Be at least 18 years of age
• Hold a valid government-issued photo ID (passport, national identity card, or driver's license)
• Have the legal capacity to enter into a binding agreement under the laws of your jurisdiction
• Not be prohibited from using the Platform under applicable law
• Not have had a previous Carryo account permanently terminated for a violation of these Terms

4. Account Registration and Verification

4.1 Registration

You must create an account to use most features of the Platform. You agree to provide accurate, current, and complete information during registration and to keep your account information updated.

4.2 Identity Verification (KYC)

To make or accept delivery offers, you must complete identity verification through our KYC process. This requires submitting a government-issued photo ID and a selfie. Verification is reviewed manually by our team.

4.3 Account Security

You are solely responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at support@carryo.co if you believe your account has been compromised.

4.4 One Account Per Person

Each person may hold only one Carryo account. Creating multiple accounts to circumvent restrictions, suspensions, or bans is a violation of these Terms and will result in permanent termination of all associated accounts.

5. User Roles

5.1 Patrons

As a patron, you may:

• Post delivery requests describing items you need transported, including accurate dimensions, weight, and value
• Browse voyager trips on your route and receive offers
• Receive offers from travelers on matching routes
• Confirm receipt of your items and leave reviews for voyagers

5.2 Voyagers

As a voyager, you may:

• Post upcoming trips by providing your departure and destination airports and travel dates. All trips are verified through live airline schedule data.
• Browse active delivery requests on your route
• Make offers to senders
• Confirm delivery with proof photographs and mark deliveries as complete

6. Prohibited Items

The following items are strictly prohibited on the Carryo platform. Posting, offering to carry, or actually carrying any of these items will result in immediate account termination and may be reported to law enforcement:

• Illegal drugs and controlled substances
• Weapons, firearms, ammunition, and explosives
• Hazardous materials, including flammable, corrosive, toxic, or radioactive substances
• Counterfeit or trademark-infringing goods
• Child sexual abuse material or any content that sexually exploits minors
• Currency, negotiable instruments, and bearer bonds (unless pre-approved)
• Endangered or protected animal species and products derived from them
• Items that violate customs, import, or export laws of the origin or destination country
• Any other item whose transport is prohibited under applicable law

This list is not exhaustive. Users are responsible for independently verifying that items comply with all applicable laws and regulations.

7. Prohibited Conduct

• Circumvent or attempt to circumvent platform security measures
• Commit fraud or misrepresent your identity, items, or trip details
• Post false or misleading delivery requests or trip listings
• Collude with another user to fabricate delivery confirmations or manipulate the review system
• Harass, threaten, or abuse other users
• Impersonate another person or entity
• Introduce malware, viruses, or harmful code to the Platform
• Scrape, harvest, or collect user data from the Platform by automated means

8. Payments, Fees, and Escrow

8.1 Payment Processing

All payments on Carryo are processed through Stripe, our third-party payment processor. When a patron accepts a delivery offer, payment is completed via Stripe Checkout. Off-platform payments are not supported.

8.2 Escrow

When a patron completes payment, funds are captured by Stripe and held in Carryo's platform account. Funds remain held until one of the following occurs:

• The patron confirms receipt of the delivered item, at which point the voyager's payout is initiated;
• Seven (7) business days elapse after the voyager confirms delivery without a dispute being filed (auto-release);
• A dispute is filed and resolved by Carryo administration.

8.3 Platform Fees

Carryo charges the following fees on each transaction:

• Patron service fee: 5% of the agreed delivery price, added to the patron's total at checkout.
• Voyager commission: 10% of the agreed delivery price, deducted from the voyager's payout.

For example, on a $100 agreed price, the patron pays $105 and the voyager receives $90.

8.4 Voyager Payouts

Upon transaction completion, Carryo transfers the voyager's payout to their connected Stripe account. Voyagers must complete Stripe Connect Express onboarding to receive payouts. Voyagers in countries where Stripe Connect is unavailable may provide alternative payout details (bank transfer, Alipay, or WeChat Pay), in which case payouts are processed manually by Carryo administration.

8.5 Transaction Lifecycle

Each transaction moves through the following statuses:

• awaiting_payment — transaction created, patron has not yet paid.
• paid — payment captured via Stripe; funds held in escrow.
• delivered — voyager has confirmed delivery with photo, GPS coordinates, and delivery code.
• completed — patron confirmed receipt, or the 7-day auto-release window elapsed.
• disputed — a dispute has been filed.
• refunded — dispute resolved in the patron's favour.
• cancelled — transaction cancelled before payment was made.
• failed — payment failed or Stripe session expired.

Transactions may only be cancelled while in awaiting_payment status. Once payment is captured, the patron must file a dispute to seek a refund.

8.6 Delivery Verification

To confirm delivery, the voyager must upload a photo of the delivered item along with GPS coordinates and a delivery code shared with the patron. The patron then confirms receipt through the Platform. If the patron neither confirms nor raises a dispute within seven (7) business days of delivery confirmation, funds are released automatically to the voyager.

8.7 Currency and Payment Methods

Accepted payment methods include credit and debit cards, Alipay, and WeChat Pay, subject to currency availability. Transactions are subject to a minimum charge equivalent to USD 1.00. Carryo is not responsible for currency conversion fees charged by your card issuer or bank.

8.8 Disputes and Refunds

Either party may file a dispute on a transaction in paid or delivered status. Patrons must file any dispute before the 7-day auto-release window closes (Section 8.6). Once funds are auto-released, no refund can be issued. See Section 11 for full dispute terms.

8.9 Manual Payout Regions

Stripe Connect is not available in all countries. Voyagers in Egypt, Russia, and China cannot receive automated Stripe payouts. For these voyagers, Carryo processes payouts manually via bank transfer, Alipay, or WeChat Pay. Manual payouts are typically processed within 5 business days of transaction completion. Carryo reserves the right to update supported payout methods as payment infrastructure changes.

9. Delivery Process

9.1 Pickup

Patrons and voyagers are responsible for coordinating pickup of items directly, using the in-app chat. Carryo does not facilitate or guarantee pickup logistics.

9.2 Proof of Delivery

Voyagers are required to submit photographic evidence upon delivery. Both parties should retain records of all communications and evidence.

9.3 Delivery Confirmation

Patrons are responsible for confirming receipt of their items through the Platform. Disputes arising from unconfirmed deliveries are handled through our dispute process (Section 11).

9.4 Item Condition

Voyagers are expected to handle items with reasonable care. Patrons accept that during international transit, items may be subject to inspection by customs authorities.

10. Limitation of Liability

10.1 Platform as Marketplace

Carryo is a peer-to-peer cross-border delivery marketplace. The Platform enables connections between independent users but does not control, employ, or supervise voyagers or patrons.

10.2 No Liability for Items

Carryo is not liable for any loss, theft, damage, delay, or seizure of items, including by customs authorities.

10.3 No Liability for User Conduct

Carryo is not responsible for the conduct of any user on or off the Platform. You interact with other users at your own risk.

10.4 Cap on Liability

To the maximum extent permitted by applicable law, Carryo's total liability to you for any claim arising from your use of the Platform is limited to the greater of: (a) the amount you paid to Carryo in the 12 months prior to the claim, or (b) USD 100.

10.5 Exclusion of Consequential Damages

To the maximum extent permitted by law, Carryo excludes liability for any indirect, incidental, consequential, or punitive damages, including loss of profits, data, or goodwill.

11. Dispute Resolution

11.1 Filing a Dispute

Either party may file a dispute through the in-app dispute system on any transaction in paid or delivered status. Disputes must be filed within seven (7) business days of the voyager confirming delivery. This window is the same as the auto-release window (Section 8.6). Patrons who do not file a dispute before the auto-release window closes will not be eligible for a refund, as funds will have been transferred to the voyager.

11.2 Peer Resolution Window

When a dispute is filed, both parties have 48 hours to reach a resolution directly through the in-app chat. Carryo administration will not intervene during this window unless there is an immediate safety concern. If the dispute is not resolved within 48 hours, Carryo administration will review the case.

11.3 Carryo Review

After the peer resolution window closes, our team reviews all submitted evidence — including delivery photos, GPS coordinates, delivery codes, and chat messages — and aims to respond within 14 business days. Carryo's decision is final within the Platform but does not constitute binding legal arbitration. We do not guarantee any particular outcome.

11.4 Outcomes

Dispute outcomes are limited to the following:

• Resolved in patron's favour: full refund issued, transaction marked refunded.
• Resolved in voyager's favour: funds released to voyager, transaction marked completed.
• Partial resolution: at Carryo's discretion, a partial refund may be issued.

Carryo does not award compensation beyond the transaction amount. Claims for consequential losses, lost profits, or damages must be pursued through legal channels.

11.5 Legal Disputes

Any legal dispute between you and Carryo that cannot be resolved informally will be submitted to binding arbitration in Singapore under the rules of the Singapore International Arbitration Centre (SIAC).

12. Intellectual Property

12.1 Carryo's IP

All intellectual property in the Carryo Platform — including the name, logo, software, and design — is owned by Carryo and protected under applicable intellectual property laws. You may not copy, reproduce, or create derivative works without our express written permission.

12.2 User Content

You are responsible for the accuracy of all item descriptions. Providing misleading descriptions may result in account suspension and could expose you to liability under applicable law.

12.3 Feedback

If you provide feedback or suggestions about the Platform, you grant Carryo the right to use that feedback without compensation or attribution.

13. Customs and Legal Compliance

Cross-border delivery is subject to complex and varying customs, import, export, and trade regulations. Both patrons and voyagers are individually and jointly responsible for:

• Ensuring all items you send or carry comply with the customs and import/export laws of both the origin and destination countries
• Making truthful and complete declarations to customs authorities
• Obtaining any required permits, licenses, or documentation for controlled goods
• Paying any applicable customs duties, tariffs, or taxes

As a voyager, you are solely responsible for declaring all items you carry to customs authorities. Carryo does not provide customs pre-clearance or any guarantee of customs approval.

Carryo does not provide customs, legal, or tax advice. If an item is seized, detained, or incurs unexpected duties, this is outside Carryo's control and Carryo bears no liability.

14. Termination

14.1 Termination by Carryo

Carryo reserves the right to suspend or permanently terminate your account at any time, with or without notice, for violations of these Terms, fraudulent activity, chargebacks, or conduct that harms the platform or other users.

14.2 Termination by You

You may delete your account at any time through the app settings or by contacting support@carryo.co. Account deletion is permanent and non-reversible.

14.3 Effect of Termination

Upon termination, your right to use the Platform ceases immediately. Provisions of these Terms that by their nature should survive termination (including liability limitations, dispute resolution, and intellectual property) will remain in effect.

15. Governing Law

These Terms are governed by and construed in accordance with the laws of Singapore, without regard to conflict of law principles.

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will remain in full force and effect.

16. Changes to These Terms

We may revise these Terms from time to time. When we make material changes, we will notify you via in-app notification or email at least 14 days before the changes take effect.

If you do not agree with the revised Terms, you must stop using the Platform before the effective date of the changes.

17. Contact Us

If you have any questions about these Terms, please contact us:

Email: support@carryo.co