Refund & Cancellation Policy

Platform fee

Airfetch charges a one-time platform fee to unlock chat for an order. This fee is a one-time, lifetime charge per buyer and is non-refundable once the chat has been unlocked, as it grants immediate access to the service (direct communication with your matched traveler).

Cancelling an order

You may cancel an order at any time before the in-person handover has begun, from the order chat. Cancelling an order does not refund the platform fee (it remains valid — once paid, all your future chats unlock for free). If a traveler is matched again for a new order, no further platform fee is charged.

Product cost & traveler fee

The cost of the product and the traveler's carrying fee are paid directly between the buyer and the traveler in person at handover. Airfetch does not collect, hold, or process these amounts, and therefore cannot refund them. Any dispute or refund regarding the product or the traveler fee is to be resolved between the buyer and the traveler.

Erroneous or duplicate charges

If you believe you were charged in error or more than once for the platform fee, contact us at support@airfetch.store within 7 days and we'll investigate and refund any genuine duplicate/erroneous charge to the original payment method.