Terms and conditions

1. Who we are

Depaso is operated by Forward Air Logistics LLC, a limited liability company incorporated in the United States of America. Contact: soporte@depaso.app. We connect your purchases abroad with our network of travelers and the people who receive and deliver your packages in each city, to bring them to Ecuador and leave them at your home.

2. Your account

To use Depaso you must be over 18, sign up with true details (including your national ID or RUC) and verify your email. By signing up you confirm that you are over 18 and accept these terms and the privacy policy, and you agree to receive Depaso news and offers by email and notifications; you can turn them off at any time from your profile in the app or with the unsubscribe link in every email. You are responsible for what happens with your account and for keeping your password secret. We may limit operations on an account if we detect misuse or fraud.

3. Your Depaso address

When you complete your profile you receive an address in Miami, Madrid and Shenzhen with your DP code. You must write it exactly as the app shows it, with your DP code before your name, and register the tracking number of each purchase in the app. A package without a registered tracking may be held until you identify it.

4. Final price

The price is shown before you pay and already includes transport to Ecuador, home delivery and the included protection. It is calculated per pound (rounded up to the next full pound, minimum one pound) or per item according to the category and origin. We do not charge import taxes or additional fees on arrival.

5. Actual weight

Per-pound packages are weighed when they reach your Depaso address. If they weigh less, we credit the difference to your wallet. If they weigh more, we show you the difference in the app and it is only charged with your confirmation, using the card you saved or your wallet. Every fixed-price item includes a reference weight with a 20% margin; if your package weighs more, we only charge the difference per pound at the same origin price, also with your confirmation.

6. Payments, payment methods and wallet

You pay by card, Apple Pay or Google Pay through Stripe, or with your Depaso wallet balance. By paying with a card you authorize that the card you pay with is stored securely with Stripe and used for future charges on your account, such as weight differences and top-ups you confirm. You can remove it at any time in Profile → Payment methods. Refunds and compensations are credited to your wallet; to the card only when support approves it. The wallet balance is used on your shipments: it does not earn interest, cannot be converted to cash and is not refunded on request.

You can also top up your wallet without a card, by bank transfer (you upload the receipt and we review it before crediting the balance) or with PayPhone. Balance topped up by bank transfer or PayPhone is not refunded to a card: refunds of shipments paid with that balance go back to your wallet.

7. Lead times

Estimated lead times from the moment your purchase reaches your Depaso address are 1 to 1½ weeks from the United States, 1 to 2 from Spain and 2 to 3½ from China. These are estimates: they depend on each trip and are not a guarantee.

8. Delivery

We deliver to your home, to any city in Ecuador. You must provide a complete address and a contact phone. If delivery fails because of wrong details or repeated absence, we may charge a new attempt.

9. Prohibited items

We do not transport:

• Flammable liquids and hazardous materials.
• Weapons, ammunition and replicas.
• Loose lithium batteries.
• Prescription medicines.
• Perishables, animals and plants.
• Money and securities.
• Drugs and controlled substances.
• Counterfeits.
• Pornography.
• Anything prohibited by Ecuadorian law or the law of the country of origin.

10. Maximum weight and holds

For very heavy or bulky packages we confirm availability before charging. If a package is held or seized because it contains prohibited items, the shipping fee is not refunded.

11. Items with a notice

Phones and perfumes may be brought in personal-use quantities; the app reminds you when you register them. Cosmetics, supplements, vitamins and over-the-counter medicines are treated as regular categories. Depaso may reject packages with commercial quantities.

12. Purchase protection

Every package is protected up to $100 of the invoice value. You can extend the protection to the full value when you register the purchase. You have 48 hours from delivery to report damage or loss; the details are in the Protection policy.

Protection policy

13. Cancellations

You can cancel a registered package as long as it has not reached your Depaso address; we refund 100% of the payment to your wallet. Depaso may cancel a shipment at any time before delivery, with the same refund. Once received at your Depaso address, the shipment continues and cannot be cancelled by you.

14. Liability

Our liability for each package is limited to the amount of the protection contracted. We are not liable for delays by stores or international transport, nor for damage caused by poor packaging by the store or by prohibited items.

15. Account deletion

You can delete your account from the app. We keep anonymized records of payments, shipments and wallet as required by law. An account with shipments in progress cannot be deleted: we ask you to wait until they are delivered. If you have a wallet balance, you lose it: the balance is not refunded.

How to delete your account

16. Referral program

You can invite other people with your Depaso code or your invitation link. When your guest creates their account with your code and receives their first shipment, you both get the current reward in your Depaso wallet. The reward is shown in the app and may change or end at any time; rewards already credited are kept. Inviting yourself (same person, ID or phone) or creating accounts to obtain rewards is not allowed: Depaso may void those invitations. The reward is wallet balance and follows its rules: it is not converted into cash.

17. Coupons and promotions

Depaso may offer discount coupons on the price of a shipment, each with its own conditions (validity, total and per-customer uses, minimum total or origins). The coupon is applied in the payment step of the app, on the price shown before paying, and the discount never brings the charge below 0.50 USD. A coupon cannot be exchanged for money or combined with another on the same shipment; if a shipment paid with a coupon is cancelled, the coupon is released and you can use it again under its conditions. Depaso may pause or withdraw a coupon at any time without affecting shipments already paid with it.

18. Applicable law, jurisdiction and contact

These terms are governed by the laws of the Republic of Ecuador for consumers in Ecuador. In any dispute we will first seek a direct solution through soporte@depaso.app; if that is not possible, the competent courts are those of the consumer's domicile. We may update these terms; we will let you know in the app and continuing to use the service means you accept them.