Refund Policy

01General Principles

• Refunds are governed by this Policy and by applicable consumer-protection law in your jurisdiction.
• Airceleo does not guarantee refunds in connection with the underlying user arrangement, but the mandatory cases listed in Section 6 below are always honoured.
• Refund eligibility depends on the stage of the arrangement, the reason for cancellation, and the laws applicable to the user.
• Airceleo’s decision on a discretionary refund request is final, but you retain the right to seek redress through the consumer-protection authorities and courts in your jurisdiction.

02Types of Payments

Payments made on the Platform generally fall into two categories:

• Traveler Gratuity: a user-to-user payment temporarily held with our licensed payment processor pending arrangement completion.
• Platform Coordination Fee: the amount paid to Airceleo for use of the Platform.

Each category is treated differently under this Policy.

03Cancellations by the Sender

3.1 When the Platform Coordination Fee May Be Refunded

The platform coordination fee may be refunded if:

• Payment was initiated but failed or was processed in duplicate.
• The arrangement is cancelled before the Traveler confirms acceptance.

3.2 When the Platform Coordination Fee Is Non-Refundable

The platform coordination fee is non-refundable if:

• The Traveler has accepted the arrangement.
• Coordination between users has already taken place.
• Cancellation occurs after initial coordination.

3.3 Traveler Gratuity

The Traveler gratuity will be:

• Returned to the Sender if the arrangement is cancelled before the Traveler begins travel, or
• Released to the Traveler if the Traveler has already begun travel or incurred reasonable reliance costs.

Airceleo does not independently verify travel status and will rely on user declarations and available Platform records.

04Cancellations by the Traveler

4.1 Before Travel Begins

If the Traveler cancels before travel begins:

• The Traveler gratuity is returned to the Sender.
• The platform coordination fee may be refunded at Airceleo’s discretion.

4.2 After Travel Begins

If the Traveler cancels after travel begins:

• The Traveler gratuity may be released to the Traveler.
• The platform coordination fee is non-refundable.

05No-Shows and Failed Coordination

If either party fails to appear, respond, or otherwise complete coordination:

• Airceleo may release the Traveler gratuity based on the information available on the Platform.
• The platform coordination fee will not be refunded.

Airceleo does not adjudicate factual disputes beyond the records visible on the Platform.

06Mandatory Refund Cases

Notwithstanding any other provision of this Policy, Airceleo will refund payments in the following circumstances, which override the discretionary rules in Sections 3 to 5:

6.1 Service Not Rendered

If the Sender pays for an arrangement and the Traveler never collects, never travels, or otherwise fails to perform any portion of the agreed coordination, the full Traveler gratuity will be returned to the Sender. The platform coordination fee is also refundable in this case.

6.2 Indian Consumers: Consumer Protection Act, 2019

For users in India, the following events trigger a mandatory refund of all payments associated with the affected arrangement:

• Deficiency in service as defined under Section 2(11) of the Consumer Protection Act, 2019.
• Unfair trade practice or misrepresentation by the Platform within the meaning of Section 2(47) of that Act.
• Charges levied for a service that was not provided or that was materially different from what was agreed.

6.3 EEA, UK, and Switzerland: Right of Withdrawal

Users in the European Economic Area, the United Kingdom, and Switzerland have a right to withdraw from a contract concluded at a distance within fourteen (14) days, in line with Directive 2011/83/EU (Consumer Rights Directive) and equivalent national laws.

• The 14-day window starts on the day the contract is concluded.
• You expressly request and acknowledge that, where you ask Airceleo to begin coordination services within the 14-day window and the service is fully performed before the period expires, your right of withdrawal is lost. We will surface this acknowledgement at checkout.
• If you exercise the right of withdrawal before the service is fully performed, we will refund the platform coordination fee within fourteen (14) days. Amounts already released to a Traveler for partial performance may be deducted in proportion to the work performed up to the moment of withdrawal.

6.4 Card-Network Chargebacks and Bank Reversals

Where your card issuer or bank determines that a transaction was unauthorised, fraudulent, or in breach of card-network rules and reverses the charge, the reversal will be honoured. Airceleo does not contest reversals that are demonstrably unauthorised.

6.5 Duplicate or Erroneous Charges

Where Airceleo or its payment processor charges you in duplicate, in the wrong amount, or for an arrangement you did not authorise, the full amount will be refunded as soon as the issue is identified.

07Item Loss, Damage, or Seizure

7.1 General Rule

Airceleo does not compensate for:

• Lost items.
• Damaged items.
• Seized or confiscated items.
• Delays or missed connections.

These risks are expressly assumed by users under the Terms and Conditions.

7.2 Goodwill Refund of the Platform Fee

In limited cases, Airceleo may, at its sole discretion, refund the platform coordination fee as a goodwill gesture where:

• An arrangement fails due to clear misuse of the Platform, or
• Exceptional circumstances justify a refund.

Any such refund is offered without admission of liability or fault.

08Packaging Responsibility

The Sender is solely responsible for:

• Proper and secure packaging of items.
• Accurate declaration of item value.
• Protecting fragile or sensitive items.

Airceleo does not inspect or evaluate packaging adequacy and bears no responsibility for damage arising from improper packaging.

09Processing Time

Approved refunds are typically returned to your original payment method within five to ten (5–10) business days. Exact timing depends on the payment provider, issuing bank, or card network and is outside Airceleo’s control.

10Abuse and Fraud

Airceleo reserves the right to:

• Deny refund requests.
• Suspend or terminate accounts.
• Recover amounts previously disbursed.

In cases involving suspected abuse, fraud, chargeback manipulation, or violation of the Terms and Conditions.

11Updates to This Policy

Airceleo may update this Refund Policy from time to time. Updates take effect on the date posted within the Platform. Continued use of the Platform after the effective date of an update constitutes acceptance of the revised Policy.

12Contact Us

Airceleo

Email: support@airceleo.com

For refund-related queries, please contact us at the email address above.

End of Refund Policy