Trust & Safety
Your security is our top priority. Learn about our comprehensive safety measures and verification processes.
User Verification
Every user on XHERPA goes through a rigorous verification process to ensure a safe and trustworthy community.
Identity Verification
- Government-issued ID verification
- Facial recognition matching
- Address confirmation
- Phone number verification
Trusted Traveler Status
- Minimum 10 successful deliveries
- 4.5+ star average rating
- Zero safety violations
- Background check completed
Premium Verified
- Enhanced background screening
- Professional references verified
- Insurance coverage included
- Priority support access
Insurance Protection
All deliveries are protected with comprehensive insurance coverage for your peace of mind.
Coverage Details
Standard Coverage
Up to $500 per package included free with every delivery
Premium Coverage
Up to $5,000 available for high-value items (additional fee applies)
What's Covered
- • Loss or theft during transit
- • Damage to package contents
- • Delayed delivery compensation
- • Customs-related issues
Claims Process
File a claim within 48 hours of delivery issue. Average resolution time: 5-7 business days
Prohibited Items
For safety and legal compliance, the following items cannot be shipped through XHERPA:
Hazardous Materials
Illegal Drugs
Weapons
Currency/Cash
Perishable Food
Counterfeit Goods
Note: Travelers have the right to inspect packages before accepting delivery requests. Attempting to ship prohibited items may result in account suspension.
Dispute Resolution Process
Fair and transparent resolution for any issues that may arise during the delivery process.
Report the Issue
Contact our support team within 48 hours of the incident through your dashboard or email support@xherpa.com
Required Information:
- • Delivery tracking number
- • Detailed description of the issue
- • Photos or evidence (if applicable)
- • Communication history with the other party
Investigation
Our team reviews all evidence and contacts both parties to gather complete information
Timeline
Initial response within 24 hours
Communication
Updates every 48 hours
Mediation
A neutral XHERPA mediator facilitates communication between parties to reach a fair resolution
Possible Outcomes:
- • Full or partial refund
- • Re-delivery arrangement
- • Insurance claim processing
- • Compensation for inconvenience
Final Decision
If mediation doesn't resolve the issue, XHERPA makes a binding decision based on our Terms of Service and evidence provided
Average Resolution Time: 5-7 business days from initial report
Important Notes
- • Funds are held in escrow until delivery is confirmed or dispute is resolved
- • Both parties must cooperate with the investigation process
- • False claims may result in account suspension or termination
- • All decisions are final and binding per our Terms of Service
Community Guidelines
Our community standards ensure a respectful, safe, and positive experience for everyone.
Be Respectful
Treat all community members with courtesy and respect. Harassment, discrimination, or abusive behavior will not be tolerated.
Honest Communication
Provide accurate information about packages, travel plans, and delivery capabilities. Transparency builds trust.
Follow Safety Rules
Adhere to all safety guidelines, prohibited items lists, and customs regulations. Safety is everyone's responsibility.
Be Reliable
Honor your commitments. If you accept a delivery request or book a traveler, follow through or communicate changes promptly.
No Scams or Fraud
Any attempt to defraud users, manipulate the system, or engage in illegal activities will result in immediate account termination.
Fair Reviews
Leave honest, constructive reviews based on your actual experience. Fake reviews or review manipulation is prohibited.
Consequences of Violations
First Violation - Warning
Official warning issued with explanation of violation and expected behavior
Second Violation - Temporary Suspension
Account suspended for 7-30 days depending on severity
Third Violation or Severe Offense - Permanent Ban
Account permanently terminated with no refund of pending transactions
Questions About Safety?
Our support team is here to help you understand our safety measures and address any concerns.