You can send everyday packages such as documents, gifts, clothing, and many other lawful items — as long as they are accurately declared and comply with our Prohibited Items Policy and applicable laws. Strictly prohibited items include illegal drugs, firearms, explosives, hazardous materials, counterfeit or stolen goods, live animals, human remains, fake documents, and anything banned by customs. Restricted items (for example prescription medicines, alcohol, tobacco, food, valuables, lithium batteries, or cash) may only be sent where permitted by law and with required documentation. See our Prohibited Items Policy for full details.

Yes. Every user must complete identity verification before accessing core marketplace features. Verification may include government-issued ID or passport checks, selfie verification, phone and email verification, and other methods Parcelra reasonably requires to keep the platform safe.

You don't have to pay just to list a package. Fees for delivery, platform services, and optional Package Protection are shown during checkout, and all payments must be made through the Parcelra Platform.

Use the Parcelra mobile app to follow your package from pickup to delivery. In-app chat lets you stay in direct contact with the Traveler for clear updates throughout the journey.

Parcelra is built around verified identities, on-platform payments, and clear community rules. Both Senders and Travelers must be verified, package details must be accurate, and communication and payment should stay on Parcelra. Optional Package Protection can cover eligible loss or damage up to ₽20,000.

Package Protection is a voluntary Parcelra program — not an insurance policy from a licensed insurer. For eligible verified deliveries completed through Parcelra, it may compensate qualifying loss or physical damage while the package is in the Traveler's possession, limited to the verified item value and capped at ₽20,000. Claims must usually be submitted within 48 hours with your transaction ID, photographs, proof of value, and any other evidence we request. Cash, prohibited items, perishables, inadequate packaging, ordinary wear and tear, customs actions, delays, and fraudulent claims are excluded.

Parcelra does not hold or manage Package Protection funds directly. They are held and administered by Parcelra's Authorized Payment Provider (currently ExpressPay), which processes delivery fees, refunds, Traveler payouts, and approved compensation according to Parcelra's instructions.

Refunds are decided under our Refund Policy and are not automatic. Examples where a refund may be approved include duplicate payments, technical errors, cancellation before a Traveler accepts, Parcelra cancelling for security or legal reasons, a Traveler failing to complete delivery without a valid reason, or unauthorized payments after investigation. Refunds are generally not granted after successful delivery, for a change of mind after completion, for Terms violations, customs duties/taxes, or delays caused by Force Majeure. Package Protection compensation is separate from refunds.

Senders may cancel a delivery request before a Traveler accepts it without penalty. After acceptance, refund eligibility depends on the circumstances and the Refund Policy. Travelers may cancel for valid reasons such as safety concerns, legal restrictions, or inaccurate package information — repeated unjustified cancellations can lead to reduced visibility, suspension, or removal. Parcelra may also cancel transactions to protect users, prevent fraud, or comply with the law. Cancellation alone does not guarantee a refund or Package Protection compensation.

Submit a claim through the app or official support as soon as reasonably possible, including your transaction ID, a description of the issue, and supporting photos or documents. Parcelra may review transaction and payment records, messages, verification data, and other evidence, and may temporarily hold payments or restrict features while investigating. Outcomes can include approval, partial approval, denial, refund, Package Protection compensation, cancellation, warnings, or account action. False or fraudulent claims can lead to denial, suspension, termination, or referral to authorities.

Travelers are paid only after successful delivery is confirmed. If a package is lost before delivery, the Traveler will not receive payment. Parcelra may temporarily hold payouts while a claim or investigation is ongoing. All payouts are processed electronically through the Authorized Payment Provider.

Delivery fees depend on the route, distance, and package details such as weight and size. The final price is shown in the app before you confirm payment. Platform service fees and optional Package Protection fees may also apply and are disclosed at checkout.

Full documents are available on our website: Terms of Service, Privacy Policy, Cancellation Policy, Refund Policy, Claims & Investigation Policy, Prohibited Items Policy, Package Protection Terms, and Package Protection Fund Terms.