Dispute resolution procedure
Version of 15 September 2026 · Preliminary version before the commercial launch of the service.
A dispute is for cases the parties cannot settle themselves: damaged or short cargo, delay, no-show, demands for extra payment or cargo not delivered.
1. How to open
- The Open dispute button is in the order on the website and in the apps. Choose a reason, describe what happened, attach photos; the customer may state a claim amount.
- A dispute can be opened during carriage and until the order completes. After delivery the customer has 24 hours before automatic completion.
2. What happens
The order amount is frozen and automatic completion stops. The other party is notified and can explain in the order chat or through Support.
3. Evidence
The moderator reviews loading and handover photos, the order chat, GPS track, step times, cargo description and both parties explanations.
4. Decision
- The moderator decides how much the carrier receives and how much is refunded to the customer, and may refund the service fee. A decision is usually made within 3 business days.
- A lost dispute counts in the carrier reliability.
5. If you disagree
Write to Support within 7 days with additional evidence for a second review. The Platform decision does not limit the right to go to court.
Questions about these documents: Support section in your account or app.