Sometimes plans just change - you might need to cancel a shipment after booking a driver. We understand and sympathize! That's why there's no fee owed to the driver if the shipment is canceled at least 72 hours before the agreed pickup time. There is also no fee due to the driver if the shipment is canceled due to the driver's inability to complete the shipment as agreed.
Please note, the cancellation fee owed to the driver, and the CitizenShipper Success fee are two separate fees, with their own policies. For refunds on the CitizenShipper Success Fee that is paid upon reserving a driver, please see our refund policy here.
For shipments canceled within 72 hours of pickup, there is a small cancellation fee owed to the driver - by this time the driver might be on the road, having already invested time and resources. The fees are as follows:
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: $100 -OR- 50% of the originally agreed fee owed to the driver, whichever is the greater of the two.
Cancellation fees can typically be paid via PayPal, credit card, or other methods, as previously agreed with the driver. For further details, please contact our support team.
If your reason for canceling a shipment is not eligible for a cash refund, we will issue a coupon code worth the same amount you paid when confirming your booking. This code does not expire; you're welcome to share it with friends or family. It will be valid for one-time use, and you can only apply this code toward a new booking on CitizenShipper.com.
In the case of a cancellation, please reach out to email@example.com using the email address you used to sign up with us. Failure to contact us to initiate the cancellation process means you are waiving the booking fee you paid to CitizenShipper.com. Once we start the process, we will need all the evidence you can provide to determine if your cancellation is eligible for a cash refund or a coupon code.
For more specifics about refunds, please visit our article: Refund Policy.
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