Question 1

What can I send?

Accepted Answer

Everyday items within the weight limit. Prohibited items such as weapons, drugs and perishable goods are listed before you book, and you confirm the list for every request.

Question 2

How do I find a trip?

Accepted Answer

Open Find a Trip and search by route and date. You can filter by flight or road trip and by the space you need. The price is fixed and shown before you request anything.

Question 3

What happens after I send a request?

Accepted Answer

The carrier accepts or declines. A request alone does not reserve space. Once it is accepted you pay by card, and an accepted request that is not paid within 24 hours expires and gives the space back.

Question 4

How does the delivery code work?

Accepted Answer

When your package is on its way, the booking page shows a six-digit code. Give it to the receiver. The carrier enters the code at delivery, and only then is the package marked delivered.

Question 5

Can I follow my package live?

Accepted Answer

Every step shows in the booking (handed over, in transit, arrived, delivered) and you get a notification for each. Live GPS tracking is not available yet.

Question 6

Can I carry packages myself?

Accepted Answer

Yes. Publish a flight or a road trip with your free space, accept the requests you like, and finish payout setup once to get paid.

Question 7

How do I get paid?

Accepted Answer

Set up payouts with Stripe once in Settings, after choosing your country in your profile. After delivery you receive the price minus the 10% platform fee.

Question 8

What should I check at handover?

Accepted Answer

Check the contents and the weight before you take the package. If it weighs less than requested, enter the real weight and the price drops. If you do not want to carry it, refuse it and the sender is refunded in full.

Question 9

Can I change a trip after publishing it?

Accepted Answer

Yes, you can change the time, the space and the notes. Once someone has requested space, the time and space are fixed until you decline or cancel their requests. The route and type cannot be changed because they set the price, so cancel and publish a new trip instead.

Question 10

What if I need to cancel?

Accepted Answer

Cancelling is free until 24 hours before departure. A later cancellation counts as a strike against your account. After a package has been handed over, only a dispute can end the booking.

Question 11

How much does it cost?

Accepted Answer

Senders pay the price shown on the trip, with no extra fee. Luggage trips cost €8 per kg. A car trunk trip has a price for the whole trunk, and you pay your share by weight. The carrier keeps 90% and the platform keeps 10%.

Question 12

When does the carrier get paid?

Accepted Answer

Only after delivery. Your payment stays with the platform until the receiver confirms with the six-digit code, or 72 hours after arrival if you do not open a dispute.

Question 13

How do I pay?

Accepted Answer

You pay by card through Stripe, in euros, after the carrier has accepted. Your card details go to Stripe and never to U-Packed.

Question 14

Can I get a refund?

Accepted Answer

Yes, in three cases: the carrier takes less weight or refuses the package at handover, a booking is cancelled before handover, or our staff decide for you after a dispute.

Question 15

Where do I find a receipt?

Accepted Answer

Open the booking and choose View Receipt once it has been paid. You can print it or save it as a PDF.

Question 16

What if something goes wrong?

Accepted Answer

Open a dispute before delivery is confirmed. Our staff review the booking and decide on a refund or release of the payment.

Question 17

How does U-Packed keep both sides safe?

Accepted Answer

Payment is held until delivery, the carrier inspects the package at handover, only the receiver’s code confirms delivery, and both sides review each other afterwards.

Question 18

How do I report or block someone?

Accepted Answer

Open their profile and use the ⋯ menu to report or block them. You can also report a trip, a booking or a message. Blocking hides your trips from each other and stops new bookings and messages.

Question 19

How do I keep my account secure?

Accepted Answer

Go to Settings → Security. You can change your password, see where you are signed in and end any session you do not recognise, and turn on two-step verification with an authenticator app.

Question 20

How do I choose which notifications I get?

Accepted Answer

Go to Settings → Notifications to switch email and push alerts on or off. Settings → Trip Alerts tells you when a trip is published on a route you follow.

Question 21

What data do you keep, and can I delete my account?

Accepted Answer

Open Settings → Privacy to download all your data or delete your account. An account cannot be deleted while a booking is still open. The Privacy Policy explains what we keep and for how long.

Question 22

Which languages are available?

Accepted Answer

English, German, Bengali and Italian. Change the language with the globe icon in the header.

How Can We Help?

Sending a Package

Carrying Packages

Payments and Fees

Safety and Problems

Your Account