1. Cancelling a Shipment

1.1 Before Pickup

You can cancel your shipment free of charge at any time before the courier company collects your parcel. A full refund is made automatically to the same card/payment method within 5–10 business days.

1.2 After Pickup

If you wish to cancel after the courier partner has collected the parcel, the terms of the respective courier company apply. Usually part of the cost, or the full shipping cost, is charged depending on the stage the parcel is at.

1.3 How to Cancel

From the app: Orders → select the shipment → “Cancel”. Alternatively, email support@courierapp.gr with your shipment code.

2. Returning a Parcel

2.1 Failed Delivery

In the event of a failed delivery (recipient absent, wrong address, refusal to accept), the courier company makes 2–3 delivery attempts. If all fail, the parcel is returned to the sender.

2.2 Return Charge

Returning a parcel to the sender incurs a return charge from the courier company (usually 50–100% of the original shipping cost). The charge appears in your account in the app and is not included in the original price.

2.3 Incorrect Delivery Address

If you declare an incorrect address and the courier company makes extra attempts or a destination change, additional charges apply. You are responsible for the accuracy of the address before confirming the booking.

3. Refunds

3.1 Full Refund

You are entitled to a full refund in the following cases:

Cancellation before pickup (automatic)
The courier company’s inability to carry out the shipment through its own fault
A double charge due to a technical error of the Platform

3.2 Partial Refund

In the event of delayed delivery beyond the guaranteed days (Express: >3 business days, Economy: >5 business days) without a force-majeure cause, we examine a partial-refund request on a case-by-case basis.

3.3 Refund Process

All refunds are made to the same payment method (card / Apple Pay / Google Pay).
Processing time: 5–10 business days from approval.
We do not provide cash refunds (we do not accept cash in the first place).

4. Compensation for Damage or Loss

4.1 Damage Report

If the parcel arrives damaged:

Report the damage through the app within 24 hours of delivery.
Attach photos of the parcel and its contents.
We submit a compensation claim to the courier company on your behalf.
Compensation is paid after approval by the courier, usually within 14–30 business days.

4.2 Loss Report

If the parcel is not delivered:

The courier company starts a search process.
If it is not located within 14 business days, full compensation is paid up to the level of the insurance you selected.

4.3 Compensation Amount

Basic insurance (included): covers the parcel value up to the limit set by the courier company.
Premium insurance (optional): covers higher values; you declare the value before booking.

5. Claims Outside Coverage

CourierAPP and the courier partner are not liable for:

Damage from poor packaging by the user
Damage to fragile items shipped without premium insurance
Delays due to force majeure
Customs delays (for non-EU shipments)
Shipments of prohibited items (seizure without compensation)
Incorrect declaration of contents or value

6. Contact

For cancellations, returns or compensation matters:

Customer Support: support@courierapp.gr
Damage Claims: claims@courierapp.gr
Charges & Billing: billing@courierapp.gr

Address: Anaxagora 23, Heraklion, Crete, 71306, Greece