Legal

Cancellations and refunds

Plans change. Here is exactly what happens to your money when they do, with no small print anywhere else.

If you cancel

You get 80% of what you paid back. The remaining 20% is not refunded.

You can cancel from your dashboard at any time. Before you confirm, the page shows you the exact figure coming back to you, so you are never guessing.

If you have not paid yet, cancelling costs you nothing at all.

The five day mark

Cancelling within five days of your pickup window opening counts as last minute.

You still get the same 80% back. What changes is on our side: your driver has been holding those days for you and turning other people away, so we may pass part of the withheld 20% to them for the trouble. That is our decision, not an extra charge to you.

If something has gone wrong this close to the trip, call us on 479.517.0218 before you cancel. There may be a better answer than losing the booking.

If your driver cancels

You get everything back. All of it, no deductions.

We will also help you find another driver, and your request stays intact so you are not starting from scratch.

If we cancel

Same thing. Full refund, no deductions.

This would only happen if we found something about a driver that meant we were no longer happy putting an animal in their vehicle. We would rather lose the booking than take that risk.

If the trip cannot happen for reasons nobody controls

Wildfires, floods, a closed interstate, a breakdown in the middle of nowhere. These things happen on long drives.

We will always try to move you to another driver or another window first. If that is not possible you get a full refund. We do not keep money for a trip that never happened through nobody’s fault.

How refunds are paid back

Back to the card or account you paid from. We cannot send it somewhere else, and we will never ask for your bank details to process a refund. If somebody asks you for those, it is not us.

How long a refund takes

We start it the same day we see the cancellation. After that it is your bank’s timetable, usually a few working days and occasionally up to ten.

If it has been longer than that, call us and we will chase it.

Changing dates instead of cancelling

Often better for everybody. If your driver still has room, moving your window costs nothing.

Message your driver from your dashboard, or call us and we will sort it out between you.