Can I cancel my transport and what is the cancellation policy?

Yes, you can cancel your transport. Cancelling a transport is free of charge until a courier is assigned to your transport. Below you will find our cancellation policy and information about the call-out fees.

Free of charge

• If you cancel before a courier is assigned to your transport, you will receive the full amount back.
• Cancellation up to 60 hours before the pick-up time is free of charge.

Cancellation fees

If you cancel a transport after a courier has been assigned, call-out fees will be charged. We understand that unexpected situations can occur in daily life that may change plans. However, we also believe it is important for couriers to be paid if a job falls through, so we pay them 75% of the original payment. We understand that this may seem high, but it is important to consider that independent couriers rely on certain incomes to make a profitable day, so cancelling can have serious consequences for their planning. Therefore, please take the call-out fees into account when cancelling and do so in a timely manner to avoid additional costs.

• If cancelled later than 60 hours before the pick-up time, you will receive half of the money back, and the other half will go to the courier.
• If cancelled later than 24 hours before the pick-up time, you will receive 25% back as the courier can no longer adjust their planning.

How do I cancel my transport?

You can cancel your transport by clicking on 'view status' in your confirmation email. At the bottom of the page, you will find 'cancel transport'. Refunds are usually processed within 5 working days.