What the Sendways guarantee actually covers

Sendways escrow and dispute resolution provide meaningful protections for both senders and travelers. But they are not unlimited, and understanding what is covered prevents misunderstandings.

What senders are covered for. If a traveler accepts payment and does not make the delivery (no handoff occurred, or delivery cannot be confirmed), the escrow is returned to the sender. Non-delivery is covered.

What travelers are covered for. Payment is guaranteed once delivery is confirmed; the sender cannot retract it. If a sender is unresponsive at delivery confirmation, Sendways can release escrow based on other evidence (delivery photos, recipient confirmation).

What is not covered. Item damage during transit: escrow is a payment mechanism, not transit insurance. Customs seizure of prohibited items: if a sender's item is seized by customs because it is illegal or undeclared, Sendways does not reimburse the sender.

Loss vs. theft. If a package goes missing without any delivery attempt being recorded, this is treated as non-delivery and the sender's escrow is returned. If a traveler delivers but the recipient claims non-receipt without credible evidence, Sendways reviews both sides.

Platform fee. The platform fee is not refunded in dispute resolution. It covers the cost of the escrow system, identity verification, and dispute management regardless of outcome.