How Drivers Get Paid on CitizenShipper (Deposits, Secure Payments & Payouts)

Last updated March 27, 2026

As an independent business owner on CitizenShipper, you have the flexibility to run your operation your way. This includes setting your own rates, choosing your preferred payment methods, and establishing your own billing schedule with your customers.
 

Understanding the Two-Part Payment System

To help you communicate clearly with your customers, it is important to remember that every shipment involves two separate transactions:

1. The CitizenShipper Booking Fee: This is a service fee paid by the customer directly to the platform at the time of checkout. It covers background checks, the Booking Assurance Guarantee, and customer support. This fee is not part of your bid and is not deducted from your earnings.
     
2. The Driver’s Quote: This is 100% your take-home pay. You and the customer coordinate this payment directly (unless using the Secure Payments Program).

Pro Tip: If a customer asks why their total is higher than your bid, you can simply explain: "The additional amount is the CitizenShipper platform fee for booking; my bid is my total cost for the transport itself."

Direct-to-Driver Payments

Most transactions on CitizenShipper are handled directly between you and your customer. Because you are an independent contractor, you manage the collection of your quote through your own chosen channels.

Professional Payment Options

Offering multiple ways to pay makes your bid more competitive and provides a professional paper trail for your business records.

• Digital Apps with Safeguards: Whenever possible, use a payment method with safeguards in place that allow you to dispute a payment like PayPal and ApplePay. 
   
• Credit Cards: Using mobile readers like Square, allows you to process card payments professionally on the go, providing instant digital receipts.
   
• Traditional Methods: Cash on Delivery (COD)

Structuring Your Terms

You have the freedom to decide when you want to be paid. While CitizenShipper does not dictate your terms, providing clear options helps build customer trust:

• Full Payment at Delivery: Collecting 100% of the quote once the job is complete.
• Upfront Deposits: Transporters may require an upfront deposit, either a partial amount or the full quote, to cover immediate operational expenses such as fuel, tolls, and specialized boarding

Note: You must inform the customer of your specific payment requirements before they accept your bid. Always confirm these terms in writing via the CitizenShipper Messaging System to ensure both parties have a timestamped record of the agreement.
 

The Secure Payments Program 

For eligible transporters, we offer an Opt-In Secure Payments Program for pet shipments only. The Secure Payments Program is an escrow payment system where CitizenShipper holds customer funds and releases them to you upon confirmed delivery.
 

Identifying Secure Payment Listings Keep in mind that Secure Payments is an exclusive program that drivers need to prequalify for.  Once approved,  being in the program does not mean every shipment you bid on is handled this way. Look for a distinct green dollar sign ($) on a listing. This indicates the shipment is part of the Secure Payments Program.

• How it Works: CitizenShipper holds the customer’s funds in a secure account and releases them to you via a Release PIN at delivery.
• Payout Timeline: Once the delivery is confirmed via the PIN, your payment will typically arrive in your account within 2-7 business days.
• Cancellation Policy: For shipments in this program, the Canceled Shipments Policy (For Secure Payment Listings) takes priority over any individual driver refund policies.
• How to Join: If you are a pet transporter and wish to activate this escrow-style protection, please contact support@citizenshipper.com to determine eligibility. 

Learn more: Secure Payments Program FAQs (For Drivers) – CitizenShipper Help Center
 

Animal Welfare & Delivery Policy 

In the event of a payment dispute at the time of delivery, the safety and well-being of the animals must remain the absolute priority.

Strict Prohibition: It is strictly prohibited to delay a delivery or withhold an animal due to non-payment. Animals must always be delivered to the recipient as agreed.

CitizenShipper support staff is available to help mediate payment disputes after the animal is safely delivered. Withholding a live animal is a violation of our safety standards and will result in disciplinary action, including potential removal from the platform.
 

Managing Cancellations & Disputes

• Cancellation Protection: For direct payments, CitizenShipper’s 72-hour policy entitles you to request a cancellation fee directly from the customer if they cancel within 72 hours of the scheduled pickup. 
• Mediation: If a customer refuses to pay after a successful delivery, our support team can help facilitate a resolution.
• How to stay protected: While CitizenShipper actively mediates disputes and can assist with resolutions, we are not able to enforce payment or withdraw funds from a customer's private accounts on your behalf. We recommend keeping all payment terms clear and in writing. This gives you a documented reference if a formal dispute arises.
   

Frequently Asked Questions

Does CitizenShipper take a cut of my bid? 

No. Your bid is 100% yours. The CitizenShipper Booking Fee is a separate transaction paid by the customer to the platform and is never deducted from your quoted amount.

Can I require a deposit before accepting a booking?

Yes. As an independent business owner, you set your own terms. However, you must clearly state these requirements in your profile or messaging so the customer is aware before they book you.

How do I get paid through the Secure Payments Program and how long does it take? 

Once you deliver the shipment, the customer provides you with a 4-digit Release PIN. Enter this PIN on the “Mark Delivered” page in your CitizenShipper dashboard to trigger the transfer of funds to your linked account. Once the PIN is entered, your payment may take between 2-7 business days to process. 

What happens if a customer cancels after I’ve already started driving? 

If the cancellation occurs within 72 hours of pickup, you are entitled to a cancellation fee under our policy. 

What is the "safest" payment method for me? 

While the Secure Payments Program offers the most protection, using digital apps that provide a professional paper trail (like PayPal or Square) is the best way to protect your business during direct-pay transactions.

What’s the difference between Secure Payments and direct payments?

Secure Payments means the customer pays upfront and the platform holds the funds until delivery, releasing payment to the driver afterward for added security. Direct payments are handled directly between the driver and customer, offering more control without CitizenShipper's involvement.
 

What to read next

For more advice on bidding and payments, see the articles on finding shipments, How to Ask for Money Up-front, and How To Accurately Price a Shipment. 

For more general-purpose advice, see the Transporters section of our Help Center.