Insurance & Liability

How our escrow protects you

shantaXPRESS holds all payments in escrow until delivery is confirmed. This means a sender's money is never at risk of simply disappearing — if a traveller fails to deliver, the funds are returned. This is our primary financial protection for senders.

What shantaXPRESS does not cover

shantaXPRESS is a marketplace platform, not a courier or insurance provider. We do not provide insurance for the physical contents of packages. We are not liable for:

• —Loss or damage caused by airline handling
• —Confiscation by customs authorities
• —Damage resulting from improper packaging
• —Delay in delivery due to travel disruptions
• —Items that violate our prohibited items policy

Traveller responsibility

Travellers carry packages as a personal agreement with the sender. By accepting a booking, travellers take on responsibility for keeping the package safe during transit. We strongly recommend travellers inspect contents before accepting and refuse anything that seems suspicious.

Sender responsibility

Senders are responsible for packaging items securely and declaring contents honestly. Fragile or high-value items should be well protected. We recommend senders purchase their own shipping insurance for items of significant value.

Dispute resolution

If a package is lost, damaged, or not delivered, contact us within 48 hours at support@shantaxpress.com. We will review the case and mediate between the parties. Our decision on disputed escrow funds is final.