Terms of Service

What Covr is

Covr is package protection offered by online stores at checkout. If you add it to an order and that parcel is lost, stolen, or damaged in transit, Covr makes it right — normally by sending the order again, and by refunding it where a replacement is not possible.

Covr is not insurance and is not sold by an insurer or an insurance producer. It is a protection service provided by Pay Tech Payments LLC directly, covering the specific parcels it is purchased for.

What is covered

Protection applies to the order it was bought on, and to the merchandise on that order — not to the protection fee itself, and not above what you paid for the goods.

• Lost — the parcel stopped moving in the carrier’s network and did not arrive.
• Stolen — the carrier recorded a delivery but the parcel was taken.
• Damaged — the parcel arrived, but the goods inside were damaged in transit.

What is not covered

• Orders that did not carry protection when they were placed.
• An address entered incorrectly, where the carrier delivered to the address given.
• Goods refused at delivery, or returned to the store by the shopper.
• A store's own error, such as the wrong item shipped — the store resolves those directly.
• Anything beyond the merchandise value of the protected order.

Filing a claim

Claims are filed through the link in the email confirming your order is protected, or by contacting the store you bought from. We may ask you for more detail before deciding — a photograph of a damaged item, or a confirmation that a parcel never turned up — and a claim stays open while we wait for it.

Where a parcel was stolen after delivery, that may include a police report, or simply the case number and the department you filed it with. Many police departments will not take a report for a parcel at all. If yours will not, tell us — it is not held against your claim, and we will decide on the rest of the evidence.

If we ask for something and it never reaches us, we decide the claim on the evidence we do have rather than leaving it open indefinitely. We wait at least 5 days from the day we ask, we will tell you before we decide, and a decision made that way can be reopened if what we asked for turns up later.

Filing a claim in bad faith, including reporting a parcel as undelivered when it arrived, ends protection on the account and may be reported.

How claims are settled

The usual settlement is a replacement of the covered goods, sent by the store at our cost. Where a replacement is not possible — the item is gone, or you would rather not wait — we settle in money instead, refunded through the store you bought from, up to what you paid for the merchandise.

We decide claims on the evidence available, including the carrier’s own tracking record and, where the store uses it, the result of address verification at checkout.

Text messages

If you choose to receive text messages about a claim, the messaging terms apply. Messaging is optional, requires your agreement, and can be stopped at any time by replying STOP. Message and data rates may apply.

For stores

A store offering Covr collects the protection fee at checkout on our behalf and is invoiced for it weekly. Claims Covr settles are ours to fund: where a store fronts a replacement or a refund, we reimburse it separately rather than netting it off an invoice. A store agrees not to present Covr as insurance, and not to pre-select it for a shopper where the selling platform’s rules forbid it.

Limits

Covr’s responsibility for any protected order is limited to the merchandise value of that order. We are not responsible for consequential losses — a missed occasion, a delay’s knock-on costs, or anything beyond the goods themselves.

Nothing here limits anything that cannot be limited by law.

Governing law

These terms are governed by the laws of Nevada, and disputes are heard there.

Changes, and how to reach us

We post changes here with a new date at the top. Protection already purchased is governed by the terms in force when it was bought. Questions go to support@covrprotection.com.