Cancellation and refund rules

1. Cancellation by the customer

• Before a carrier is assigned and paid: free.
• After payment, before the carrier sets off: free, full refund.
• Carrier on the way to pickup: the carrier receives 10% of the carriage price, the rest is refunded.
• Carrier at the pickup point: the carrier receives 25% of the carriage price, the rest is refunded.
• After loading the order cannot be cancelled; open a dispute instead.

2. Cancellation by the carrier

• Before payment the carrier may withdraw and the order becomes available to other carriers.
• After payment the customer gets a full refund. Cancellations lower the carrier reliability, and frequent ones restrict access to orders.

3. No-show

• If the carrier does not arrive, the customer cancels with the reason carrier did not arrive and gets a full refund. The no-show is recorded in the carrier profile.
• If there is no cargo or customer at pickup, the carrier cancels with the reason shipper unreachable. In contested cases a moderator decides.

4. Automatic cancellation

An order without a carrier is cancelled automatically 2 hours after the pickup window ends. No money is charged for it.