Cancellation &
Claims.

1. Cancelling before a carrier is assigned

Free, at any time, for any reason. Tell us by email or phone and any deposit taken is returned in full.

2. Cancelling after a carrier is assigned

Once a driver has your vehicle on his dispatch sheet he has turned down other loads for it. Cancel more than 24 hours before the pick-up window and the deposit is still returned; inside 24 hours, or once the truck is en route to you, the deposit may be retained to cover the carrier's dry run. We will always tell you which applies before you decide.

3. If we cannot cover your lane

If no suitable carrier can be found for your dates, we tell you rather than leave you waiting, and anything you have paid is refunded in full. There is no charge for an unfulfilled booking.

4. Delays

Pick-up windows and transit times are estimates. Weather, breakdowns, hours-of-service rules and road closures move them, and no honest carrier can promise otherwise. We tell you as soon as we know. Delay alone does not create a right to compensation, but a delay we failed to communicate is something we will put right.

5. Damage in transit

Claims are made against the carrier's cargo policy, not your own insurer. To be eligible:

• The damage is written on the delivery copy of the Bill of Lading before the driver leaves
• It is photographed at delivery, with the trailer in at least one frame
• The claim is reported to us within 48 hours of delivery

6. What is not covered

• Damage already noted on the Bill of Lading at pick-up
• Personal items left inside the vehicle — they are not cargo and are not insured
• Mechanical or electrical failure the transport did not cause
• Road dust, rain and weathering on an open trailer
• Damage found after a clean, unqualified signature at delivery

If you are in this position anyway, talk to us — we would rather find a workable solution than leave you stuck.

7. How to file a claim

Contact us the same day:

• Email:
• Phone:

Send the signed Bill of Lading from both ends and your photographs. We open the claim with the carrier's insurer, give you the claim number, and stay on it with you — you are not handed off to a company you never chose.

8. Processing

We acknowledge every claim within 24 hours and give you a named person handling it. Straightforward claims are usually settled in weeks; the ones that drag are the ones without documentation, which is why the walk-around at delivery matters so much.