When You Are Eligible for a Refund
You may receive a full refund of the booking fee if: - You booked a driver and paid the fee, but the driver later reports vehicle trouble. - You booked a driver and paid the fee, but they experience a family emergency and cannot complete the shipment. - You booked a driver and paid the fee, but they fail to contact you within a reasonable amount of time. - You booked a driver and paid the fee, but they fail to show up. - You experience unexpected military deployment and provide official documentation. - Your animal develops unforeseen health complications that prevent safe transport, supported by veterinary documentation.
When You Are Not Eligible for a Refund
Refunds will not be issued if: - You change your mind after booking a driver. - A driver cancels more than 5 days before the scheduled pickup date. - You decide to handle the transport yourself. - A friend or family member offers to transport the animal instead. - The animal does not match the description provided in your listing, preventing pickup or delivery as agreed. - You fail to provide required information or documents needed for transport. - A third party (for example, a seller) cancels the transport. - Circumstances outside the driver's control prevent pickup or timely delivery. - You change the agreed pickup or delivery dates after booking and the driver cannot accommodate the new schedule.
Coupon Codes in Place of Refunds
If your cancellation does not qualify for a cash refund, you will receive a coupon code equal to the amount of your booking fee. - This code never expires. - You may share it with friends or family. - It is valid for one-time use on a future booking through My Animal Transport. - If your shipment is rebooked without applying a coupon code and you are charged a second booking fee, we will refund one of the fees.
Requesting a Refund
To request a refund, you must contact us at support@myanimaltransport.com using the email address connected to your account. Failure to contact support means you waive your right to a refund. We may ask for evidence to support your claim, such as: - Screenshots of communication showing the driver canceled. - Proof that the driver did not show up as scheduled. - Documentation of emergencies or health conditions. Once your request is received, we will contact the driver. Drivers have up to 3 days to respond. Refunds are processed only after our team investigates and confirms the cancellation. If the driver disputes the cancellation, we will conduct a full review. Investigations are resolved within 2 weeks.
Important Details
Refund requests must be submitted within 90 days of the original payment. Requests made after 90 days will not be eligible. Refunds are issued only to the original credit card used for payment. In rare cases, PayPal may be used. Refunds cannot be issued by check. Fees paid for listing upgrades are non-refundable, regardless of refund eligibility for the booking fee.
Protecting Yourself from Fraud
We strongly advise against paying drivers upfront through non-traceable methods. Payments should always be made through secure, dispute-capable platforms. In the rare event a driver accepts upfront payment and then stops communicating, you may be entitled to a full refund of your booking fee after our investigation.
Summary
This policy ensures fairness for both shippers and drivers while protecting the integrity of the My Animal Transport marketplace.