REFUND & CANCELLATION POLICY

1. Payments and Escrow

Payments made through the Tutufy Platform are processed by third-party payment processors. Tutufy does not directly hold or control user funds.

When a Scoutr confirms a Transaction, the applicable payment may be placed into escrow through the applicable third-party payment processor. Subject to the Terms and this Refund Policy, funds may be released to the Runner following confirmation of delivery through the Platform’s verification process.

Because payment processing and escrow are performed by third parties, the timing of a refund may depend on the applicable payment processor, financial institution, or payment method.

2. Platform Fees

Tutufy charges a platform service fee as disclosed to the User before a Transaction is confirmed.

Platform service fees are generally non-refundable, except where a refund is expressly authorized under this Refund Policy, the Terms, or applicable law.

A refund of the underlying Transaction amount does not automatically entitle a User to a refund of Tutufy’s platform service fee unless this Refund Policy specifically provides otherwise.

3. Cancellation Before a Runner Accepts a Transaction

If a Scoutr cancels a shipment request before a Runner accepts the Transaction and before the payment has been committed to the Transaction, any eligible funds reserved or charged for the Transaction may be returned to the Scoutr through the applicable payment processor.

Any applicable platform fee will be refunded only if the Platform expressly identifies that fee as refundable at the time of cancellation.

4. Cancellation After a Runner Accepts a Transaction

Once a Runner accepts a Transaction, cancellation may affect the Scoutr’s eligibility for a refund.

If the Scoutr cancels after acceptance, Tutufy may review the circumstances and determine whether any Transaction funds should remain in escrow, be returned to the Scoutr, or otherwise be handled through the applicable payment processor.

Where cancellation occurs because of circumstances attributable to the Scoutr, including inaccurate item information, failure to provide the item, failure to meet the Runner at the agreed location, failure to provide required documentation, or attempting to send a prohibited or improperly declared item, the Scoutr may not be entitled to a refund.

5. Runner Cancellation or Refusal

A Runner has the right to refuse to carry an item, including after inspecting the item, where the Runner believes the item is prohibited, improperly declared, unsafe, unlawful, or otherwise unsuitable for transportation.

If a Runner cancels or refuses a Transaction before taking custody of the item, Tutufy may facilitate the return of eligible escrowed Transaction funds to the Scoutr, subject to the circumstances of the cancellation and the applicable payment processor’s procedures.

A Runner’s cancellation does not automatically create liability for Tutufy for any losses, damages, delays, substitute transportation costs, or other expenses incurred by the Scoutr.

6. Transaction Failure Before Delivery

If a Transaction cannot be completed before delivery and the applicable funds remain in escrow, Tutufy may facilitate the release or return of the funds in accordance with the circumstances of the Transaction and the applicable payment processor’s procedures.

Examples may include:

• The Runner is unable to travel as agreed;
• The agreed travel itinerary changes;
• The Runner refuses the item after inspection;
• The Sender and Runner mutually agree to cancel;
• The Transaction becomes impossible to complete for reasons outside the reasonable control of the parties; or
• Another circumstance prevents completion before delivery.

Tutufy does not guarantee that a refund will be available in every such circumstance.

7. Delivery Confirmation and Release of Funds

Once delivery has been confirmed through the Platform’s verification process, escrowed funds may be released to the Runner.

After funds have been released following delivery confirmation, Tutufy generally will not reverse or refund the Transaction amount.

Any dispute concerning the condition of an item, alleged non-delivery, partial delivery, damage, loss, or other disagreement between a Scoutr and Runner is primarily a dispute between those Users.

Tutufy may, at its discretion, assist with communication or mediation between Users, but Tutufy’s participation does not make Tutufy a party to the Transaction or create an obligation to provide a refund.

8. Lost, Damaged, Delayed, or Seized Items

Tutufy does not provide shipping, transportation, or insurance services and does not guarantee the safe, timely, or successful delivery of any item.

Accordingly, Tutufy generally does not provide refunds or compensation for:

• Lost items;
• Damaged items;
• Stolen items;
• Delayed deliveries;
• Customs seizures;
• Customs delays;
• Airline baggage problems;
• Government or regulatory actions;
• Fines, penalties, duties, or taxes;
• A Runner’s failure to complete delivery; or
• Other losses arising from the acts or omissions of a Scoutr or Runner.

Users remain responsible for the risks associated with their Transactions as described in the Terms and User Acknowledgment and Risk Acceptance.

9. Prohibited or Improperly Declared Items

If a Transaction involves a prohibited, illegal, undeclared, misdeclared, counterfeit, stolen, or otherwise non-compliant item, Tutufy may suspend or terminate the Transaction and account and may take other action permitted under the Terms and Prohibited Items Policy.

Funds associated with prohibited or unlawful activity may be withheld, forfeited, or otherwise handled in accordance with applicable law, the Terms, the payment processor’s procedures, and Tutufy’s policies.

A User is not entitled to a refund merely because Tutufy cancels a Transaction resulting from the User’s violation of the Terms or Prohibited Items Policy.

10. Fraud, Chargebacks, and Unauthorized Transactions

Users must promptly notify Tutufy and the applicable payment processor if they believe a payment was unauthorized or fraudulent.

Tutufy may investigate suspected fraud, abuse, payment manipulation, or attempts to circumvent the Platform’s payment system.

Tutufy reserves the right to delay, suspend, or restrict refunds while investigating suspected fraud or violations of the Terms.

Users must not initiate fraudulent or improper chargebacks to avoid legitimate Platform fees or Transaction obligations.

11. Payment Processor Errors

Because payments are processed by third-party payment processors, Tutufy is not responsible for errors, delays, failures, reversals, or disputes caused solely by a payment processor or financial institution.

Where appropriate, Tutufy may assist a User in communicating with the applicable payment processor but cannot guarantee the outcome of a payment processor dispute.

12. Refund Requests

A User requesting a refund should contact Tutufy through the support channel provided on the Platform and provide:

• Full name and account information;
• Transaction identification number;
• Date of the Transaction;
• Amount paid;
• Reason for the refund request;
• Relevant communications or documentation; and
• Any other information reasonably requested by Tutufy.

Refund requests should be submitted as soon as reasonably possible after the event giving rise to the request.

Tutufy may request additional documentation before making a determination.

13. Review of Refund Requests

Tutufy may review refund requests on a case-by-case basis where the circumstances are not expressly addressed by this Refund Policy.

A refund decision made by Tutufy in connection with a User-to-User dispute is made as a courtesy and does not constitute an admission of liability or responsibility by Tutufy.

Tutufy reserves the right to deny refund requests that are inconsistent with the Terms, this Refund Policy, the Prohibited Items Policy, or applicable law.

14. Refund Processing

When a refund is approved, the refund will generally be returned through the original payment method used for the Transaction, unless the applicable payment processor or law requires or permits another method.

The time required for the refund to appear in the User’s account may vary depending on the payment processor, bank, card issuer, or other financial institution.

Tutufy does not control the processing time of a third-party financial institution.

15. No Double Recovery

A User may not receive duplicate recovery for the same Transaction or loss.

If a User receives a refund, chargeback, insurance payment, reimbursement, or other recovery relating to the same amount, the User must notify Tutufy and may be required to return any duplicate amount received.

16. Statutory Rights

Nothing in this Refund Policy is intended to limit or waive any consumer right, refund right, chargeback right, or other protection that cannot lawfully be excluded or limited under applicable law.

Where applicable law requires a refund or other remedy notwithstanding this Refund Policy, Tutufy will provide the remedy required by law.

17. Relationship to the Terms of Service

This Refund Policy should be read together with the Tutufy Terms of Service, User Acknowledgment and Risk Acceptance, Prohibited Items Policy, and Dispute Resolution and Liability Limitation Provisions.

If there is a conflict between this Refund Policy and the Terms, the Terms will control unless this Refund Policy expressly states otherwise.

The Terms provide that platform fees are non-refundable except as expressly stated and that Tutufy is not responsible for losses arising from items that are lost, damaged, delayed, seized, or not delivered. This Refund Policy does not expand Tutufy’s responsibility for those matters.

18. Changes to This Refund Policy

Tutufy may modify this Refund Policy from time to time. Any material changes will be communicated through the Platform or other appropriate means.

The updated Refund Policy will become effective on the date specified in the updated policy. Continued use of the Platform after the effective date constitutes acceptance of the revised policy, to the extent permitted by applicable law.

19. Contact

For refund-related questions or requests, contact Tutufy through the customer support contact information provided on the Platform.

Tutufy, Inc.

Minnesota, United States

support@tutufy.com