Pricing Policy

This Refund Policy outlines the circumstances under which refunds may be issued for services used on the OpenEnvelop platform. The meaning of capitalized terms is defined in our Terms of Use.

Cancelled by Sender

Full Refund Scenarios

• Money deducted but payment failed
• After payment but before handover to OpenEnvelop Courier
• In Return (after successful package collection from courier)

No Refund Scenarios

• After handover to OpenEnvelop Courier (Non-cancellable)
• Delay in delivery / Rescheduling (Non-cancellable)
• After delivery (Non-cancellable)

Cancelled by OpenEnvelop

Full Refund Scenarios

• After payment by Sender but before collecting from Sender
• After collecting from Sender but trip was cancelled (upon package handover to Sender)

Special Cases

• 9-0 Unable to meet Receiver / Receiver didn't show up: If the Mate contacts support and after investigation, the amount will be transferred to the Mate's account with no refund to the Sender.

No Refund Scenarios

• Delay in delivery / Rescheduling (Non-cancellable)
• After delivery (Non-cancellable)

Packaging Responsibility

Important:The Sender is responsible for appropriately packaging items based on the level of risk, fragility, and other factors specific to the individual item. OpenEnvelop or the Mate cannot determine the necessary packaging for any item. The Sender should use their best judgment when packing items, as OpenEnvelop is not liable for loss or damage if items are not properly packed.

Additional Information

Refunds will be processed within 3 to 7 business days after approval. The actual time for funds to reflect in the Sender's account may vary based on the financial institution.

Contact Us

For any inquiries regarding refunds or cancellations, please contact customer support through the Open Envelope app or via email at support@openenvelope.com