Dispute Resolution Policy

This Policy applies to all disputes arising from Tasks completed or attempted on the Passpost Platform, including:

• Non-delivery or delayed delivery of items;
• Damage to items during transit;
• Loss or theft of items;
• Incorrect items delivered;
• Disputes over Handover Code confirmation;
• Carrier or Sender misconduct during a Task.

Within 48 hours of the scheduled delivery time:

1. Open the relevant Task in the Passpost app;
2. Tap "Report an Issue" and select the dispute category;
3. Provide a clear written description of the issue;
4. Enter your unique Share Code from the Task details screen;
5. Upload supporting evidence (photos, screenshots, messages);
6. Submit — you'll receive a confirmation reference number.

Both parties will be notified and given 24 hours to submit their account and supporting evidence.

• Photo Trail — primary evidence of item condition;
• Handover Code Records — pickup and delivery confirmation logs;
• Task Records — agreed route, timing, item description, declared value;
• In-app Transaction Logs — timestamps and Task activity records;
• User-submitted Evidence — photos, screenshots, written statements.

Evidence submitted outside the Platform may be considered at Passpost's discretion but cannot be independently verified.

• Full Refund to Sender — escrow returned where non-delivery or carrier fault is established;
• Full Payout to Carrier — escrow released where delivery is confirmed;
• Partial Refund — escrow split where partial fault or damage is established;
• No Action — where insufficient evidence exists;
• Account Action — suspension or removal of a User found to have acted dishonestly.

Passpost's maximum liability is limited to the declared item value, up to NOK 5,000 per Task, except where greater liability is required by applicable consumer protection law.

Upon filing, escrow funds are immediately frozen and not released to either party until the dispute is resolved. Funds are released within 2 business days of a final determination.

Either party may appeal within 7 days of notification by submitting new evidence to legal@passpost.io with the subject line "Dispute Appeal – [Reference Number]". Only one appeal per dispute is permitted; decisions are communicated within 7 business days and are final.

If a dispute cannot be resolved through this Policy, either party may escalate to binding arbitration or legal proceedings under the Passpost Terms of Service. Norwegian consumer protection law rights are not affected.

Filing false, misleading, or vexatious disputes is a serious breach of the Terms of Service and may result in immediate account suspension and liability for investigation costs.