Canceled Shipments Policy (for Shippers)
Our goal is to make this process fair for both shippers and drivers while keeping the platform safe and reliable.
1. No-Fee Cancellations
If you cancel a shipment at least 72 hours before the scheduled pickup, there is no cancellation fee owed to the driver. If a shipment is canceled because the driver cannot complete the job as agreed, there is also no cancellation fee owed.
2. Cancellation Fees (Within 72 Hours of Pickup)
When a shipment is canceled closer to pickup, drivers may have already committed time and expenses. In these cases, a cancellation fee is owed to the driver:
| Cancellation Window | Fee Owed to Driver |
|---|---|
| At least 72 hours before pickup | No cancellation fee owed to the driver. |
| 48–72 hours before pickup | $50 cancellation fee |
| 24–48 hours before pickup | $100 cancellation fee |
| 0–24 hours before pickup | $100 or 50% of the agreed transport fee, whichever is greater |
Fees can be paid directly to the driver by PayPal, credit card, or another method agreed upon with the driver.
3. Booking Fees vs. Driver Fees
Please note that the driver cancellation fee and the My Animal Transport booking fee are two separate charges, each with its own policies. The booking fee is collected at the time of reserving a driver. For details on booking fee refunds, please refer to our Refund Policy.
4. Refunds and Coupon Codes
If your cancellation is not eligible for a cash refund, you will receive a coupon code equal to the amount of your booking fee. This coupon does not expire, may be shared, and is valid for one-time use on a future booking.
5. How to Cancel a Shipment
To cancel a shipment, you must contact us at support@myanimaltransport.com using the email address linked to your account. If you do not contact support, you will forfeit your booking fee. Once we receive your request, we may ask for documentation to determine if you qualify for a cash refund or a coupon code.
Summary
Canceling early gives drivers time to adjust their schedules and ensures you avoid unnecessary fees. By following this policy, we can maintain a fair system for both shippers and drivers on My Animal Transport.