Refund Policy

This policy covers the fees you pay Skoopar: the pickup fee (from $11.99, depending on size, distance, timing and handling) and any optional add-ons you choose, such as return label generation ($2.99) or repackaging ($3.99).

Skoopar's refunds only cover the fees you paid Skoopar. The refund for the item you're returning comes from the retailer, under the retailer's own return policy, after they receive and accept your return. Skoopar doesn't decide, guarantee or speed up retailer refunds, and can't refund the price of the item you bought.

While your pickup is still scheduled — before a driver has been assigned — you can cancel it yourself from My Returns in the Skoopar customer app. After a driver has been assigned, contact us to cancel.

Cancelling is free while your pickup is still scheduled, before a driver has been assigned. When you cancel in the app during that time, we automatically refund everything you paid Skoopar for that pickup, including any add-ons. Once a driver has been assigned, the pickup can no longer be cancelled in the app; contact us and we'll do our best to help. Skoopar doesn't charge cancellation fees.

Where a refund applies, it is returned to the original payment method.

Refunds go back to the original payment method. We send them as soon as they're approved (automatic cancellation refunds are sent immediately), and your bank usually shows them within 5–10 business days.

Add-on fees (return label generation and repackaging) are refunded together with the pickup fee whenever the pickup is cancelled in time or Skoopar is responsible for a missed pickup. Once the add-on work has been done and your package has been collected, add-on fees aren't refundable.

If we couldn't collect your package

If our driver arrived during your window but couldn't collect your package — for example, it wasn't left out, the address or building couldn't be accessed, or the package didn't match what was booked — we'll contact you about rescheduling. In these cases the pickup fee you paid isn't refunded. We don't charge any extra fee for a missed pickup.

If Skoopar missed your pickup

If Skoopar misses your pickup window or can't complete a pickup for a reason that isn't yours, you can choose a free rescheduled pickup or a full refund of what you paid Skoopar for that pickup.

Either way, contact us with your return ID so we can help.

If you believe you were charged more than once for the same pickup, contact us with the return ID(s) and the charge date so we can investigate.

If we confirm you were charged more than once for the same pickup, we refund the extra charge in full to your original payment method.

See when Skoopar is responsible for your package and how to report a problem in our Terms of Service.

• Use our contact form and choose "Refund request".
• Include your return ID (for example SKP-A1B2C3) and what went wrong, within 30 days of your pickup date.
• Or email hello@skoopar.com.

We'll reply by email with the outcome of your request.