In addition to our privacy policy, our refund policy, our contact exchange policy, and other practices outlined in this section of the help center, CitizenShipper also operates under several narrower guidelines which are more difficult to categorize.
Listed below are several of these policies and the specific circumstances under which they apply. If in need of additional information, please contact our support team.
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Driver stops responding to messages from a shipper after being booked
If the shipper feels that they have not received a timely response from the booked driver, they can contact our support team which will reach out to the driver and investigates further. If the situation cannot be worked out, we will cancel the shipment and then either refund the Success Fee or relist the shipment; no additional fees will be charged.
Driver fails to pick up at agreed-upon date/time
As soon as our support team is made aware of the situation, we will cancel the shipment and then either refund the Success Fee or relist the shipment; no additional fees will be charged.
Driver fails to deliver at agreed-upon date/time
As soon as our support team is made aware of the situation, we'll reach out to the driver and investigate:
- If the driver has encountered circumstances beyond their control and stayed in contact with the shipper, no further action will be taken.
- If the delay was due to driver negligence and/or they failed to appropriately communicate with the shipper, we will cancel the shipment and either refund the Success Fee or relist the shipment; no additional fees will be charged.
A driver is rude to shipper on-site
As soon as our support team is made aware of the situation, we'll review the exchanges recorded in our messaging app. Any and all of the following actions may be taken, depending on the seriousness of the infraction:
- Issue a warning to the driver, sharing informative resources on professional conduct.
- Ban the driver from the platform temporarily.
- Ban the driver from the platform permanently.
Driver is rude to the shipper off-site
As soon as our support team is made aware of the situation, we'll ask the shipper to provide screenshots or other examples of the inappropriate interaction. If evidence is provided of the driver's inappropriate behavior, any and all of the following actions may be taken:
- Issue a warning to the driver, sharing informative resources on professional conduct.
- Ban the driver from the platform temporarily.
- Ban the driver from the platform permanently.
- At the shipper's discretion, cancel the shipment and refund the Success Fee or relist the shipment.
Driver mistreats pets
As soon as our support team is made aware of the situation, we'll immediately lock the driver's account pending investigation. If the infraction is confirmed, the driver will be banned from the platform permanently, and the Success Fee will be refunded.
A driver is booked despite being unavailable on the specified date
As soon as our support team is made aware of the situation, we'll reach out to the driver and investigate. At the shipper's discretion, we will cancel the shipment and then relist it. The driver will be reminded of the need to make it clear in the messages that they are only available on certain dates (and to subsequently retract their bid.)
The driver becomes unavailable to deliver scheduled shipments
As soon as our support team is made aware of the situation, we'll reach out to the affected shippers and inform them of the situation, offering to either relist or cancel the shipment; no additional fees will be charged. Depending on the driver's justification (car wreck, etc), the shipments may or may not be applied as cancellations to the profile (TBD on a case-by-case basis).
Driver exchanges messages that are damaging to the CitizenShipper brand
CitizenShipper reserves the right to monitor all message exchanges on the platform. Any driver seen to exchange messages that are considered damaging to the CitizenShipper brand may be subject to a warning, account locking or permanent banning from the site. In addition, drivers agree not to speak negatively about other drivers on the site.
Driver artificially lowers bid to reduce Booking Fee
As soon as our support team is made aware of the situation, the driver's access to the platform will be restricted until the issue is investigated. The driver may need to pay an administrative unlock fee, typically in the amount of the booking deposit that the shipper should have paid based on the original quote (or based on other quotes on the same shipment). In case of repetitive infractions, driver's account can be suspended regardless of whether they were contracted by a shipping customer or not.
Driver encourages a shipper to change their pickup or drop off location to reduce Booking Fee
As soon as our support team is made aware of the situation, the driver's access to the platform will be restricted until the issue is investigated. The driver may need to pay the administrative penalty fee, typically in the amount of the booking deposit that the shipper should have paid based on the original mileage for that listing. In case of repetitive infractions, driver's account can be permanently suspended.
Driver posts non-serious bids
Bids on shipments that are no serious are not allowed. Examples include bids that are artificially high, or bidding for the purpose of creating disharmony in the marketplace.
Fake reviews posted
CitizenShipper reserves the right to remove reviews that it deems to be fake. This includes, but is not limited to, drivers who create fake shipper accounts for the purpose of generating reviews, or drivers who conspire with a 3rd party for the sole purpose of review generation. If a fake review is found it will be removed from the site and the driver will be locked. Continued infractions will lead to penalties deemed appropriate by CitizenShipper. CitizenShipper reserves the right to remove, add, or penalize any member of its marketplace when there is purposeful deception.
Driver DBA
Drivers must use legitimate DBA's (Doing Business As) and not use this site field for marketing purposes beyond the spirit of a DBA.
Examples of legitimate DBA's:
Jimmy's Pet Shipping
Jimmy's Discount pet shipping
Examples of DBAs that are not legitimate:
Jimmy's Pet Shipping - 50% discount on all shipments booked this week, air-conditioned vehicle
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A Shipper requests a refund of the booking deposit
If a shipment is not delivered the customer can contact our support team and request a refund of the Success Fee. Upon receiving the request, we will contact the driver and investigate; all refunds will be processed pending this investigation of the shipment cancellation.
For more information, please refer to our Refund policy document.
A Shipper wants to cancel a shipment
If a customer decides to cancel the shipment after booking the driver, they can do so at their own discretion. No cancellation fee is due if the shipment was canceled 72 hours before the agreed pickup time.
If the shipment was canceled within 72 hours of the agreed pickup time, a modest cancellation fee will be due to the driver. For more information, please refer to our Cancellation policy document.
Shipper exchanges contact info before booking driver
As stated in our Terms of Service (section 7, clause 7), a shipper will not disclose personal or identifying information or make contact with other persons outside of Citizenshipper.com unless expressly allowed by Citizenshipper.com, or after accepting/hiring the transportation provider through Citizenshipper.com.
If we detect an attempted exchange of contact info via the messaging platform - including but not limited to phone numbers, email addresses, and social media identifiers - the message will be blocked. Repeat infractions may result in the account being locked pending investigation.
For more information, please refer to our Safe communication and Contact exchange policy documents.
Shipper experiences theft/damage of shipped items
Since shipment safety is a top priority at CitizenShipper, our support teams will immediately lock the driver's account pending investigation. If the infraction is confirmed, the driver will be banned from the platform permanently, and the Success Fee will be refunded. If further actions with local authorities are taken, CitizenShipper will provide any pertinent information available.
A Shipper is rude to the driver (on-site or off-site)
As soon as our support team is made aware of the situation, we'll review the exchanges recorded in our messaging app and/or ask the driver to provide screenshots of the interaction. If evidence is provided of the shipper's inappropriate behavior, the following actions may be taken:
- Issue a warning to the shipper
- Ban the shipper from the platform temporarily
- Ban the shipper from the platform permanently
CitizenShipper is a platform that is welcoming to all genders, races, and persuasions and we are committed to creating an environment that is welcoming to all. If anyone using our site has been the recipient of harassment or discrimination then please contact our customer support immediately on support 'at' CitizenShipper.com. We have a zero-tolerance policy toward harassment or discrimination and reserve the right to ban any users found to engage in this activity.
The Shipper is not at the pickup/dropoff location on the agreed day/time
As soon as our support team is made aware of the situation, we'll reach out to the shipper and investigate. If the situation cannot be worked out, we will cancel the shipment without affecting the cancellation rate shown on the driver's profile.
For details on any fees potentially due to the driver, please refer to our Cancellation policy document.
The shipper wants to change the review after leaving one already
If a customer decides that it's necessary to alter the review they've left on a driver's profile, they can contact our support team and request permission to do so. We reserve the right to adjudicate such requests on a case-by-case basis and amend the feedback only if a request is deemed warranted.
Shipper and Driver Photo Uploads
CitizenShipper allows shippers to upload pictures of the items they need to transport, and allows drivers to upload relevant pictures to their profiles. CitizenShipper reserves the right to remove any photo for any reason whatsoever, at any time without notification.
For more information, please refer to our Review policy document.
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