Claims, Loss & Damage Policy

This policy explains how to report loss, damage, a missing item or an unauthorized release on a Dropo Delivery Order or Access Point package.

How a claim works

1. Select the Delivery Order or package.
2. Choose the issue: loss, damage, missing item or unauthorized release.
3. Upload evidence.
4. Submit. A case reference is created.
5. Dropo investigates.
6. Dropo communicates the resolution.

Information that may be required

• Delivery Order or package reference;
• item description;
• claimed amount;
• invoice or receipt;
• photographs;
• packaging evidence;
• timeline;
• police report where appropriate.

Claims period

Claims must be submitted within the claims period shown below. Failure to provide required evidence within the applicable period may affect Dropo's ability to investigate or resolve the claim.

No automatic reimbursement

Submitting a claim does not guarantee reimbursement. Any outcome depends on the investigation, the evidence and the terms that applied to the service, including any declared-value protection that was expressly offered and accepted.