Terms of service

What Swyfax is

Swyfax connects people who want to send a package across town with independent riders nearby. We set the price, match you with a rider, and keep a record of each delivery. Riders are independent: they choose when to work and which jobs to accept.

Booking and paying

• When you book, you give us the pickup, the drop-off, what you’re sending, and the recipient’s name and phone number.
• You see a fixed price before you pay. It doesn’t change after you book, unless you approve an extra charge in the app, for example when the drop-off turns out to be far from the address you gave.
• You pay in the app when you book. We only look for a rider once you’ve paid. Riders don’t collect cash.
• If we can’t find a rider in time, we tell you and refund you in full.

What you can send

Only send things you’re allowed to send, packed safely, that one person can carry on a motorcycle. Don’t send anything illegal, dangerous, or that needs special handling. A rider can refuse a package that won’t fit or isn’t safe to carry; that counts as a cancellation by you. Riders deliver packages only: they don’t buy things or run errands.

Pickup and handover

• Before pickup you see the rider’s name, photo and plate number. Hand the package only to that rider.
• The rider photographs the package when they collect it.
• Your recipient gets a code by SMS, and the rider completes the delivery only when the recipient gives them that code. If the recipient can’t be reached, you choose in the app to have it left with someone you name, or brought back to you.

Cancelling, waiting and returns

• You can cancel free of charge until a rider accepts. After that a cancellation fee applies, and it goes to the rider.
• Once the rider arrives at the pickup there’s a free waiting time. If the package still isn’t ready after that, the rider can cancel and you pay the cancellation fee.
• If a package comes back to you, you pay a return fee, because the rider makes the trip twice.
• The app shows the current fees and waiting time before they apply.

Riders

Riders are independent and are verified in person before their first job. They see the pickup, the drop-off area and their earnings before they accept. Riders who repeatedly cancel accepted jobs, or don’t turn up, may be paused while we review what happened.

When something goes wrong

Every delivery keeps a record of who did what, when and where, with a photo at pickup. If a package is lost, damaged or not received, tell us through the app or our support contacts. We’ll look at the record and, where Swyfax is at fault, refund you.

Your account

You sign in with your phone number and a code we send you, so keep your phone secure. We may suspend accounts used for fraud, to send prohibited items, or to abuse riders or our team.