Refund policy

If your driver fails to make delivery as agreed, you might want to request a refund of the CitizenShipper booking fee. Here are several examples of circumstances under which you could claim a refund.

You're eligible for a full refund of the CitizenShipper Service Fee if... 

• You book a driver and pay the fee, but they contact you later and claim they're having engine trouble.
• You book a driver and pay the fee, but they have a family emergency and cannot complete a shipment.
• You book a driver and pay the fee, but the driver fails to contact you.
• You book a driver and pay the fee, but they fail to show up. 

You're not eligible for a full refund of the CitizenShipper Service Fee if... 

• You book a driver and pay the fee, but change your mind the next day.
• You book a driver and pay the fee, but decide to ship the item yourself.
• You book a driver and pay the fee, but then your friend offers to ship the item for you.
• You book a driver and pay the fee, but the item doesn't match your shipment listing, affecting the driver's ability to pick up or deliver it as agreed.
• You book a driver and pay the fee, but fail to provide the necessary information or documents for the delivery to take place.
• You book a driver and pay the fee, but then decide to change the agreed-upon pickup or delivery dates, and your driver cannot accommodate this modified schedule.

We advise against paying any money to drivers up-front using sources of payment that cannot be disputed. You can read more about that here. For rare cases where a driver engages in a fraudulent transaction (accepts upfront payment from you then stops communicating) you would be entitled to a full refund of the CitizenShipper booking deposit fee. We will perform an initial investigation as described below prior to issuing the refund. 

If your shipment is not delivered for any reason, please contact [e-mail] to request a refund of the booking fee. Please provide supporting evidence that the driver canceled on you. Screenshots of text messages are sufficient, or a driver not showing up at the date and time agreed upon. 

Upon receiving your canceled contract/refund request, we will contact the driver and confirm that the cancellation did occur. Drivers have up to 3 days to reply and confirm the cancellation. Refunds will be processed only after our investigation of the cancellation has been completed.

If a driver disputes that they canceled the shipment then we open an investigation and gather as much information as possible, to ensure a fair and equitable outcome. The investigation will take no longer than 2 weeks.

Any refund request must be made within 90 days of the initial payment. Any refund request made after 90 days will be automatically considered null and void.