Refund
policy.

01

General principles

• All refunds are discretionary, unless required by applicable law
• Airceleo does not guarantee refunds for user arrangements
• Refund eligibility depends on the stage of the arrangement and reason for cancellation
• Airceleo's decision on refunds is final and binding

02

Types of payments

Payments on the Platform may include:

• Traveler Gratuity (user-to-user, held temporarily by Airceleo)
• Platform Coordination Fee (paid to Airceleo)

Refund treatment differs for each.

03

Cancellations by Sender

3.1 Full refund of platform coordination fee

• Payment was initiated but failed or was duplicated
• The arrangement is cancelled before the Traveler confirms acceptance

3.2 No refund of platform coordination fee

• The Traveler has accepted the arrangement
• Coordination between users has already occurred
• The cancellation occurs after initial coordination

3.3 Traveler gratuity

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

Airceleo does not assess or verify travel status beyond user declarations.

04

Cancellations by Traveler

4.1 Before travel begins

• Traveler gratuity will be returned to the Sender
• Platform coordination fee may be refunded at Airceleo's discretion

4.2 After travel begins

• Traveler gratuity may be released to the Traveler
• Platform coordination fee is non-refundable

05

No-shows or failed coordination

• Airceleo may release the Traveler gratuity based on available information
• No refund of the platform coordination fee will be issued

Airceleo does not adjudicate factual disputes beyond platform records.

06

Item loss, damage, or seizure

6.1 General rule

The following risks are assumed by users under the Terms & Conditions:

• Lost items
• Damaged items
• Seized items
• Delays

6.2 Platform fee refund as goodwill

Airceleo may refund the platform coordination fee at its sole discretion when:

• An arrangement fails due to clear platform misuse
• Exceptional circumstances exist

Such refunds do not imply liability or fault.

07

Packaging responsibility

Senders are responsible for:

• Proper packaging
• Declared value accuracy
• Fragility protection

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

08

Processing time

Approved refunds are typically processed within 3–7 business days.

Actual credit timelines depend on the payment provider or bank.

09

Abuse and fraud

Airceleo reserves the right to:

• Deny refunds
• Suspend or terminate accounts
• Recover amounts

in cases of suspected abuse, fraud, or policy manipulation.

10

Policy updates

Airceleo may update this Refund Policy at any time. Updates take effect upon posting on the Platform. Continued use constitutes acceptance.

11

Contact information

Airceleo
Email: contact@airceleo.com