If, after the transaction has been concluded, it did not actually take place, you can request a commission refund by submitting an appropriate application within 30 days.

To submit a fee refund request:

1) Log in

2) Go to My quotes -> Accepted or Archive, click on three dots in top right corner of the job you wish refund on and choose "Submit a fee refund request".

 

Fill out the application by providing the reason, describing the situation, and attaching the required documentation.

Each request is reviewed by us, and based on it, a decision regarding the fee refund is made.

To obtain a fee refund, make sure to gather material confirming that the transport did not take place, particularly:

• A confirmation of the cancellation of the transport from the sender in writing, e.g., via email or SMS (with the sender's address/phone number visible)
• Photo documentation of the item if it could not be picked up due to a defect or differences in declared and actual dimensions
• Confirmation of attempts to contact the sender in case of no contact, e.g., screenshots showing calls made or messages sent
• Photos or an invoice for car repairs in case of breakdown

• The transport took place
• You submit the fee refund request without attaching the required documents
• You fail to send the required documents upon request