Terms of Service

Skoopar picks up packages you want to return from the address you provide and drops them off with the carrier or return location for that return. We currently operate in Washington, DC, and Bethesda, Rockville, Silver Spring and Gaithersburg, MD.

• Keep your login details secure and your contact information accurate.
• You're responsible for activity on your account.

• You see the full price for your pickup, including any add-ons, before you confirm and pay.
• Payments are processed by Stripe.
• When you pay, you agree to these Terms and our Refund Policy as they stand at that time. We record which version applied to each booking.
• Cancellations and refunds are covered by our Refund Policy.

• Packages should be sealed and labeled (or booked with label generation or repackaging) and left accessible at your pickup address before your window starts.
• You're responsible for the contents of your package and for following the retailer's and carrier's return rules.

Don't book a pickup for:

• Hazardous materials, including flammable, explosive, corrosive or toxic items, compressed gases, and anything a carrier classes as dangerous goods
• Loose, damaged or recalled lithium batteries, and any batteries the carrier won't accept
• Firearms, ammunition, weapons and their parts
• Illegal items, controlled substances and drug paraphernalia
• Alcohol, tobacco and vaping products
• Perishable food, live animals and live plants
• Cash, gift cards, jewelry, precious metals and other high-value items
• Medical waste or items that are leaking, wet or giving off an odor
• Packages that aren't sealed, or that are larger or heavier than the size you booked
• Anything the carrier or retailer for that return won't accept

Our driver can decline any package that appears to contain these items.

• Package not out or not accessible. Leave your package where you said it would be before your window starts. If our driver can't find or reach it, the pickup is marked missed and handled as described in our Refund Policy.
• Incorrect or missing label. Use the label the retailer gave you, or book label generation. If a label is missing, unreadable or for the wrong carrier, our driver may not be able to collect the package, and the pickup is treated as missed.
• Not sealed or packed properly. Packages must be sealed and packed so they can travel safely. Our driver can decline a package that's open, leaking or likely to break, unless you booked repackaging.
• Larger or heavier than booked. Book the size that matches your package. If it's larger or heavier than booked, our driver may not be able to take it. We'll contact you to rebook at the right size.
• Refused at the return location. If the carrier or return location refuses your package (for example because of the label or its contents), we'll contact you to arrange what happens next. Getting the package back to you, or another attempt, may need a new booking.

Skoopar is responsible for your package from the moment our driver confirms the pickup in the Skoopar Driver app, which records a photo of the package and the time, until the driver confirms the drop-off at the carrier or return location, which records a drop-off photo or receipt. These records are our proof of pickup and drop-off, and you can see each step on your return's tracking page. Before pickup, the package is your responsibility. After drop-off, it's in the hands of the carrier and the retailer.

If a package is lost or damaged while in Skoopar's custody, tell us using the steps under "Problems and claims". We'll investigate using our pickup and drop-off records. Where we find Skoopar was responsible, we'll refund the fees you paid Skoopar for that pickup and work with you on the next steps for the item. Skoopar doesn't currently provide insurance for package contents, and isn't responsible for the item's condition before pickup, for how the item was packed, or for decisions made by the carrier or retailer.

Report a problem as soon as you can, and within 30 days of your pickup date, so we can check our records while they're fresh. Include your return ID (for example SKP-A1B2C3).

• A missed or unsuccessful pickup: contact us
• A missing or damaged package: contact us
• A billing problem or a charge you don't recognize: contact us
• A refund request: contact us
• A problem with your driver: contact us

We'll reply by email, explain what we found, and tell you the outcome. You can also email hello@skoopar.com.

Drivers are independent contractors. People who drive with Skoopar also agree to the Independent Contractor Agreement and Driver Terms presented in the Skoopar Driver app. See Drive With Us.

We may update these terms. The date and version at the top of this page show when they last changed. Changes apply to bookings made after that date.

Contact us or email hello@skoopar.com.