Miscellaneous Policies

Driver stops responding after being booked

If a shipper reports that a booked driver has stopped responding, our support team will reach out to the driver. If communication cannot be restored, we will cancel the shipment and either refund the booking fee or relist the shipment at no additional charge.

Driver fails to pick up at the agreed date/time

If the driver does not arrive as scheduled, the shipment will be canceled and the booking fee refunded or the shipment relisted at no cost to the shipper.

Driver fails to deliver at the agreed date/time

If delivery is delayed:\n- When caused by circumstances outside the driver’s control and communication with the shipper has been maintained, no penalties will apply.\n- If the delay is due to negligence or failure to communicate, the shipment will be canceled and the booking fee refunded or the shipment relisted.

Driver is rude to a shipper (on-site or off-site)

If a driver is reported for inappropriate behavior:\n- Our team will review messages and any evidence provided.\n- Depending on severity, we may issue a warning, temporarily suspend the account, or permanently ban the driver.\n- If the incident happens off-site, shippers should provide screenshots or proof of the interaction.

Driver mistreats animals

If a driver is reported for mistreating pets, their account will be immediately locked while we investigate. If confirmed, the driver will be permanently banned and the booking fee refunded.

Driver booked despite being unavailable

If a driver accepts a booking while unavailable on the specified dates, we will contact both parties. At the shipper’s discretion, the shipment may be canceled and relisted. Drivers will be reminded to clearly communicate availability.

Driver becomes unavailable for scheduled shipments

If a driver cannot complete a scheduled transport, we will notify affected shippers and offer to cancel or relist the shipments. Whether the cancellations affect the driver’s profile will be determined on a case-by-case basis.

Driver exchanges messages damaging to My Animal Transport

Drivers must not send messages that harm the reputation of My Animal Transport or speak negatively about other drivers. Violations may result in warnings, temporary suspensions, or permanent bans.

Driver manipulates bids or fees

- If a driver lowers a bid artificially to reduce booking fees, their account may be locked until an investigation is complete. Unlock fees may apply. Repeat offenses may result in suspension.\n- If a driver encourages a shipper to change pickup or drop-off locations to reduce booking fees, an administrative penalty may apply. Repeated infractions can result in permanent suspension.

Non-serious bids

Placing bids that are intentionally unrealistic or disruptive is not permitted. Examples include inflated prices or bids made solely to disrupt the marketplace.

Fake reviews

Fake reviews are prohibited. This includes drivers creating fake shipper accounts or conspiring with others to post false reviews. Such reviews will be removed, accounts may be locked, and repeat offenses may result in permanent suspension.

Driver DBA (Doing Business As)

Drivers may use legitimate business names (DBAs) but may not misuse this field for promotional messages.\nExamples of acceptable DBAs:\n- “Safe Paws Transport”\n- “Cozy Pet Rides”\nUnacceptable DBAs:\n- “Pet Shipping – 50% off this week, air-conditioned van”

Shipper requests a refund

If a shipment is not delivered, shippers may request a refund of the booking fee. Refunds are processed after investigation, in line with our Refund Policy.

Shipper cancels a shipment

- If canceled at least 72 hours before pickup, no cancellation fee is owed.\n- If canceled within 72 hours, a cancellation fee is due to the driver. See our Cancellation Policy for details.

Shipper exchanges contact information before booking

All communication must stay within the platform until a booking is confirmed. Attempts to exchange contact details (phone numbers, email addresses, social media, etc.) will be blocked. Repeated violations may result in account suspension.

Theft or damage of shipped animals/items

If a driver is reported for theft or damage, their account will be locked immediately. If confirmed, they will be permanently banned and the booking fee refunded. We will also cooperate with law enforcement if necessary.

Shipper is rude to a driver

If a shipper engages in inappropriate behavior, the following actions may be taken after review:\n- Warning\n- Temporary suspension\n- Permanent ban\nMy Animal Transport has zero tolerance for harassment or discrimination based on gender, race, religion, or identity. Reports of such behavior should be sent immediately to support@myanimaltransport.com.

Shipper not present at pickup/drop-off

If a shipper is not present as agreed, our support team will investigate. If unresolved, the shipment will be canceled without affecting the driver’s cancellation rate. Cancellation fees owed to drivers are outlined in the Cancellation Policy.

Shipper wants to change a review

If a shipper wishes to change a review, they may contact our support team. Requests will be reviewed on a case-by-case basis and edits will be made only if deemed appropriate.

Photo uploads

Shippers may upload photos of their animals for transport, and drivers may upload photos to their profiles. My Animal Transport reserves the right to remove any photo at any time without notice if it violates our policies.

Support

For questions or support, contact support@myanimaltransport.com.