Cancellation & No-Show Policy
Arrangements sometimes fall through. A provider's space disappears, or a cargo owner's goods are not ready at collection. This is one of the most common ways a freight marketplace fails a user, so the platform sets clear expectations for both sides.
Expected Notice
If you cannot honour an arrangement you have agreed to, tell the other party as early as possible through the built-in messaging system.
- Early notice lets the other side re-plan, find alternative space, or hold their goods
- Late cancellations and no-shows leave the other party stranded at the worst possible moment: at, or near, collection
Keeping the notice on-platform also creates a record of what was communicated and when, which matters if the situation is later reviewed.
What Counts as a No-Show
| Situation | Treated as |
|---|---|
| Cancelling with reasonable notice via messaging | Cancellation |
| Cancelling at the last moment, close to collection | Late cancellation |
| Not showing up, or goods not ready, with no notice | No-show |
A provider whose space "falls through" and a cargo owner whose goods "aren't ready" are treated the same way. Both are failures to honour a confirmed arrangement.
How Cancellations Affect Your Standing
Cancellations and no-shows are visible in the trust signals other users rely on:
- They can be reflected in your ratings and reviews: the counterparty can describe what happened after the shipment window closes (see Trust & Verification)
- A pattern of them can affect your verification status and standing on the platform
Reliability is the reputation you build here. A single well-communicated cancellation is understood; repeated no-shows are not.
Repeat-Offender Consequences
Where a user repeatedly backs out of confirmed arrangements, the platform can escalate:
| Step | Action |
|---|---|
| Warning | A formal notice that the behaviour breaches expected conduct |
| Badge removal | Loss of verification badges that signal reliability |
| Suspension | Temporary or permanent loss of access (see Account & Group Lifecycle) |
These consequences sit under the platform's acceptable-use rules. See Legal.
Looking Ahead: Formal Cancellation Tiers
Today the platform runs on notice, reputation, and account action. Once payments are introduced, cancellation will also carry financial consequences through structured tiers tied to the booking state:
| Tier | When | Typical outcome |
|---|---|---|
| Free window | Cancelled early, well before collection | Full refund |
| Partial | Cancelled late, close to collection | Partial refund |
| Non-refundable | No-show, or cancellation after cut-off | No refund |
These tiers will be defined alongside the escrow and payments model so that refunds map cleanly onto booking states.
Communicate first
Almost every cancellation problem is really a communication problem. If something changes, message the other party immediately. It protects your reputation and gives them a chance to recover.