Terms of service

CarryGo is operated by CARRYGO ONLINE MARKETPLACE LTD, a fully registered company with Registration No. 9911730. These terms explain use of the CarryGo marketplace and its transaction processes.

CarryGo operates online and currently has no customer-facing physical office. Customer support is available through the website’s Help & Contact page and support chat.

For support and privacy enquiries, use Help & Contact and the website support chat. Explain your request without sending passwords, OTPs, recovery codes or identity documents in chat.

CarryGo is an online marketplace, not the seller of the products listed by independent shops. The seller supplies the product; CarryGo provides the marketplace, delivery coordination and applicable escrow workflows.

Delivery-only: a purchase is arranged directly with a shop, and the shop books and funds a CarryGo delivery. Delivery escrow concerns the delivery fee; it does not protect money paid directly to the shop for the goods. A recipient does not need a CarryGo buyer account simply to receive that parcel.

Protected purchase: eligible buyers and sellers record a purchase order and follow the platform’s confirmation and explicit escrow-funding steps. The order’s status, evidence, confirmation and dispute process govern the workflow. Creating an order alone does not mean its escrow has been funded.

Provide accurate account and transaction information and complete the checks required for the role or action. Verification is an eligibility check, not a guarantee that a seller, item or delivery is risk-free.

Keep your password, transaction PIN, OTPs and recovery codes private. Use only accounts and payment methods you are authorized to use. Report suspected account misuse through Help & Contact.

Only act for yourself or a business you are authorized to represent, and only enter transactions you have legal capacity to undertake. If account access is restricted, contact support to ask for the reason and a review, subject to lawful security and investigation limits.

Record the agreed item, amount, delivery details and relevant instructions accurately. Shops should provide only recipient information needed for delivery and have an appropriate basis for sharing it.

Delivery Partners should follow the agreed delivery workflow and submit accurate status updates and evidence. Recipients should inspect the delivery and use the available confirmation or problem-reporting actions when appropriate.

Provide safe, suitable packaging and accurate item details. Do not send unlawful goods, submit misleading evidence, impersonate another person, abuse chat or attempt unauthorized access. Ask support before booking if you are unsure whether an item can be carried; do not assume that insurance is included.

Review the amounts, fees, eligibility checks and conditions shown for the specific action before confirming it. Funding initiation, a pending status or a support message is not proof that a payment has succeeded.

Funds reserved for an order or delivery are handled through the relevant escrow workflow. Withdrawal requests may require checks or review; submission is not confirmation of payout.

The amounts and fees displayed for a transaction should be reviewed before you authorize payment. CarryGo does not promise instantaneous withdrawals or describe wallet balances as insured bank deposits. Contact support if a payment remains pending or a payout fails; do not assume it succeeded or repeat payment without checking its status.

Product payment: for an eligible funded purchase, the buyer receives and inspects the product and records confirmation or reports a problem using the order’s actions. Purchase funds are held in escrow during the applicable inspection period. Eligible product proceeds are released to the seller’s wallet through the purchase-settlement workflow.

Delivery fee: delivery escrow is separate from product payment. Delivery must be confirmed through the required delivery process; the applicable protection period and release checks must also be satisfied before the Delivery Partner’s earning is credited to their wallet.

Confirmation does not necessarily release money immediately. Follow the status and deadline displayed on the transaction. Under the current workflow, eligible funds can be released automatically after the protection deadline when no dispute or other blocking condition remains. The customer should not wait beyond that deadline to report a problem.

Raise a problem through the available dispute action while it is available. Private tracking flows may require recipient verification. Asking for help in chat does not itself create a formal dispute or pause a release deadline.

If the product or delivery is not satisfactory, use the available order or delivery problem-reporting/dispute action before the displayed deadline and provide accurate information and evidence. A qualifying problem or dispute can block release while it is reviewed.

CarryGo does not sell the goods itself. Any return, refund or adjustment involving protected funds follows the applicable transaction and dispute-resolution process; it is not an automatic shop refund simply because a chat message was sent.

Payment made directly to a shop is outside CarryGo purchase escrow, even if CarryGo arranges delivery. If an item is faulty or different from what was ordered, the sender is responsible for the return delivery cost. Record the issue and arrange return instructions through the relevant dispute or support process. This rule does not remove rights available under applicable consumer law.

Automatic chat provides general guidance. Request a live agent for personal assistance; replies depend on staff availability. Published support hours do not guarantee an agent is immediately available.

Visitors can chat without signing in. Visitor conversation access depends on the original browser session. A resolved conversation can be reopened, and feedback is optional.

Keep messages relevant and respectful. Do not send identity documents, passwords, OTPs, transaction PINs or recovery codes in support chat.