How can I get my fee back?
1. When is the commission charged?
The commission fee is charged at the moment when the customer accepts your quote. It is a fee for using the platform and for completing a transaction. In some situations, if the transport does not take place in the end, you may apply for a refund of the charged commission.
2. When can I request a refund of the commission fee?
If the transaction was agreed upon but did not actually take place, you can apply for a refund within 30 days. It’s important to note that you are entitled to a refund if the transaction was cancelled by the customer. In exceptional situations, we may also approve your refund request if the cancellation occurred due to objective reasons beyond your control. You can find more details in point 4.
3. How to request a refund of the commission fee:
- Log in.
- Go to My Quotes → Accepted or Archive, click the three-dot icon in the top-right corner of the transport listing, and select “Sumbmit a fee refund request."
Fill out the form, specify the reason, describe the situation, and attach the required documentation.
Each request is reviewed by us, and based on that review, a decision regarding the refund will be made.
To ensure your refund request is accepted, remember to gather evidence confirming that the transport did not take place, such as:
- written confirmation of the transport cancellation from the customer (e.g. email or text message showing the customer’s address/number),
- photos of the item, if it could not be collected due to a defect or discrepancies between the declared and actual dimensions,
- proof of contact attempts with the customer in case of no response (e.g. screenshots showing calls made or messages sent),
- if your vehicle broke down and that prevented the transport — photos or a repair invoice.
4. A refund will be accepted if:
- you submit the required documents confirming the transaction was cancelled,
- the transport did not take place due to the customer’s fault — for example, if the customer cancelled the transport or demanded changes to the conditions agreed upon before the transaction. This “customer’s responsibility” must be supported by the attached evidence,
- in exceptional cases, we may approve a refund if the responsibility for the cancellation cannot be clearly assigned to the customer, but objective, independent circumstances prevented the transport — for example, a breakdown of your vehicle. In such cases, each decision will be made individually.
5. A refund will not be accepted if:
- the transport was carried out,
- you submitted the refund request without attaching the required documents,
- you failed to provide the requested documents after being asked,
- the submitted evidence is insufficient (attachments must confirm the reason you provided for your request),
- you decided to cancel the transport yourself.
6. How to make sure your refund requests are correct
If the customer cancels, ask them for written confirmation. You have the right to request it — by accepting your quote, the customer has entered into a contract with you, and they should confirm the withdrawal in writing.
Handle important matters in writing — by email, text message, or via the platform’s message system.
Document any failed transactions, for example, if the item is poorly packed — take photos.
7. How to avoid cancellations
Plan your routes and jobs carefully. Before submitting a quote, make sure you can complete the transport. If your quote is no longer valid, withdraw it.
Communicate with the customer. If you have any doubts, send them a message before confirming the transaction. Ask questions — many customers have limited experience with transport and may omit important details in their listing.
Describe your quotes accurately. Inform customers about important organisational details, such as delivery times or accepted payment methods. If your conditions change, edit your quote. Provide realistic prices — don’t artificially underbid your offers.