Canceled Shipments Policy (For Secure Payment Listings)

Below, we’ve outlined how cancellations work for shipments that are a part of our Secure Payments Program.

In the event a driver needs to cancel a shipment, we will still abide by our canceled shipments policy (for drivers), and the driver will forfeit their payment.

If a customer cancels more than 72 hours before the pickup date, the full amount of their driver payment will be refunded.

If the customer cancels the shipment within 72 hours, a portion of the driver’s quote will be paid out based on the following schedule: 

Canceled 48-72 hours before pickup: $50 cancellation fee owed to the driver

Canceled 24-48 hours before pickup: $100 cancellation fee owed to the driver

Canceled 0-24 hours before pickup: $150 cancellation fee owed to the driver

In the unlikely event that a pet passes away or goes missing during a transport, the full amount of the customer’s payment, including the driver’s fee, will be refunded. In cases where a pet becomes ill or is injured during transport, the customer may be eligible for a full refund of their payment at the discretion of the CitizenShipper support staff. In both cases, supporting evidence confirming the pet's death or illness must be provided to our support staff within 10 business days of the occurrence. Failure to provide evidence within this time will forfeit the customer's right to receive a refund of said fees. 

**For shipments in our Secure Payments Program, the CitizenShipper cancellation policy will take priority over any personal driver refund policies.

As always, drivers are welcome to dispute cancellations. To help with this, we highly recommend for both parties to document all aspects of the shipment.  If you discuss details over the phone, make sure to record your communication in writing as well. Take lots of photos and videos along the way. This will make it easier to determine what transpired in the event of a payment dispute.

Shipments that are part of CitizenShipper’s Booking Concierge Program will follow a different fee schedule, as noted below:

Canceled within 24 hours: $99 processing fee owed (a site credit of equal value can be awarded).
Canceled after 24 hours but before selecting driver: $150 processing fee owed (a site credit of equal value can be awarded).
Canceled within 24 hours of pickup: 50% of the total amount paid will be owed as a processing fee.

For more information, be sure to check out our other articles about the program:

Learn More: Secure Payments Program
Secure Payments Program FAQs (For Drivers)
I won my first Secure Payments shipment, now what?