Terms of Service

Shifly ships goods from Vietnam to Australia by air cargo, and runs the hubs and pickup points in between. These Terms of Service are an agreement between you and Shifly and apply whenever you use the Shifly website or app.

How we handle your information is set out in the Privacy Policy.

• You must be 18 or over to create an account. One account per person, in your own name.
• You sign in with your email and a password, or with Apple or Google. Keep your password to yourself; you are responsible for activity on your account.
• Give accurate details, and keep your name, email and addresses up to date.
• Tell Support straight away if you think someone else has used your account.

• You bring or send your goods to a Shifly hub in Vietnam, choose where in Australia they go, and see the price before you pay.
• Hub staff open, inspect, weigh, photograph and seal every parcel. Shifly may refuse or return anything that is prohibited, unsafe, wrongly described, or that can't lawfully be shipped.
• The final price follows the weight and contents recorded at the hub, including any handling surcharge for items such as batteries, perfume or liquids.
• Delivery dates are estimates unless shown as guaranteed. Flights, border checks and other events outside our control can delay a parcel.
• The recipient collects the parcel at the chosen Shifly point using their pickup QR code, or it is delivered where that option is offered.

Don't send, and we won't carry:

• medicines, traditional medicines, injectables and medical devices;
• meat, eggs, honey, dairy, milk powder, seeds, bird's nest and other goods banned or restricted by Australian biosecurity;
• counterfeit or brand-copy goods;
• gas canisters, chemical sprays, flammable or other dangerous goods;
• cash, precious metals, weapons, drugs, and anything illegal to export from Vietnam or import into Australia.

You must describe your goods honestly. If you hide or misdescribe goods, Shifly may hold or return the parcel at your cost, report it to the authorities, and close your account.

• Prices are in Australian dollars (A$) unless shown otherwise. You see the full price before you pay.
• You pay each order by bank transfer: PayID in Australia, or a bank transfer in Vietnam (₫, converted at the rate shown). Use the reference shown so Shifly staff can match your transfer to your order.
• Shifly credit holds refunds we owe you. It can be used on Shifly orders only, can't be topped up or transferred, doesn't earn interest and isn't a bank account. If you close your account, Support pays out what's left to an account in your name, less any amount you owe Shifly.
• Cash on delivery (COD): if a parcel coming to our hub is sent COD, you pay the COD amount to Shifly by bank transfer before it arrives. Shifly only pays the courier once your payment is confirmed, and refuses COD parcels that haven't been paid. If a paid COD isn't used, Support refunds it.

For parcels you send, Shifly covers you directly:

• Lost or stolen: we pay back what you paid for the goods, up to VND 5,000,000 per parcel.
• Damaged in transit: we pay for the damage, up to VND 5,000,000 per parcel.
• Delivered late: A$14 back when we miss a guaranteed delivery date.

To claim, contact Support within 7 days of delivery (or, if the parcel hasn't arrived, 14 days after the expected date) with photos of the parcel and items and the receipt for what you paid. Approved refunds go to your Shifly credit within 3–5 days. The Guarantee doesn't cover prohibited or misdescribed goods, goods seized by customs because of how they were described, wear or defects that were already there, or indirect losses.

• Feathers are Shifly rewards you earn for deliveries, inviting friends and other activities shown in the app. They have no cash value and can't be transferred.
• Feathers expire 12 months after you earn them. Shifly may change how many are earned or what they can be redeemed for, without affecting feathers you already hold.
• We may cancel feathers earned through mistakes, fake accounts or misuse of invites.

Don't:

• use Shifly to break the law, including customs, biosecurity, tax and sanctions laws;
• create fake accounts, give false details or impersonate someone;
• abuse, threaten or harass staff or other users; or
• copy, scrape, overload or interfere with the app, or try to get around its limits or security.

Nothing in these terms takes away rights you have under the Australian Consumer Law, Vietnam's Law on Protection of Consumer Rights or other laws that can't be excluded. Our services come with guarantees under those laws, including that we will provide them with due care and skill.

Beyond those rights and the Shifly Guarantee, and as far as the law allows, Shifly isn't responsible for losses we couldn't reasonably foresee, indirect or business losses, or delays caused by airlines, border agencies or other events outside our control.

You can delete your account from Settings › Privacy and security at any time. If you have Shifly credit, a paid COD or an open order, the app shows what to settle first. You can download a copy of your data there first. Deleting is permanent: your account and personal data are deleted as soon as you confirm, and only the delivery and financial records the law requires are kept (see the Privacy Policy).

Shifly may suspend or close an account that breaks these terms, puts others at risk, or that we must close by law. Where we can, we'll tell you why and give you a chance to respond. Parcels already in our care are delivered or returned, and money you are owed is paid out.

We may change the app and these terms as Shifly grows. We'll tell you in the app before an important change takes effect. Orders already placed keep the terms that applied at the time. If you don't agree with a change, you can close your account.

Contact Shifly Support or email [email protected] first and we'll work with you to put things right. If you're not satisfied, you can contact your local consumer protection agency, such as Consumer Affairs Victoria or the relevant authority in Vietnam.

These terms are governed by the laws of Victoria, Australia, without limiting consumer protection laws of the place you live.