Cancellations and refunds

Creating an account, posting a load, browsing jobs and submitting a bid are free. If you do not accept a quote, or a due introduction fee is not paid, there is no HaulNet fee to refund.

If you abandon or cancel Stripe checkout before a successful payment, the bid is not accepted, contact details remain restricted, and you can return to the available bids. A declined payment does not count as an accepted bid. Where the introduction fee is £0, accepting the quote confirms the introduction without a card payment.

No fee on any job until 1 January 2027. After that, a small capped introduction fee: £5 first time, then 3% (max £30). During the free period, accepting a quote confirms the introduction and makes the selected haulier's contact details available without a card payment. From 1 January 2027 a successful payment confirms the introduction.

HaulNet's service is the introduction. The transport contract and the payment for the journey are separate matters between the poster and haulier. New bookings have a three-day problem-reporting window after the agreed delivery date. Open the accepted job and use Report a problem before the displayed deadline if the haulier does not communicate, does not attend, or the job is delayed or not carried out. Either party can use Report a problem. Completion pauses while HaulNet contacts the parties and investigates. A report is not an automatic refund. After we look into it, we may complete the booking, resume it with a new delivery date agreed by both parties on HaulNet, or cancel it and issue a full refund of the HaulNet fee to the original payment method, usually within 5–10 business days. If a full refund is issued, contact details are hidden again and the booking is cancelled. If only part of the fee is refunded, or a card payment is disputed, contact details are hidden again but the booking is not automatically cancelled. This covers the HaulNet fee only; it is not escrow or insurance for the transport payment. Existing accepted bookings retain their original completion terms, and legal rights still apply.

The delivery date and exact reporting deadline are shown on the accepted job. Either party can propose a revised delivery date; the other must agree on HaulNet before the existing deadline for it to change. A proposal alone does not extend the window. Report a problem before the deadline if delayed transport has not been resolved. The customer can complete early by confirming that transport actually finished and everything went well. Otherwise, new bookings automatically complete at the deadline if no problem was reported. Reviews then become available to both parties, including unverified hauliers.

If you are acting as a consumer, you may have a statutory right to cancel a distance contract for services within 14 days of entering into it, subject to the relevant rules and exceptions. Where you expressly ask for a service to start during that period, the law may allow a proportionate charge; special requirements apply before the right can be lost once a service is fully performed.

We will honour any cancellation or refund rights that apply under law. Nothing on HaulNet, including the payment screen or these terms, automatically removes those rights. Business customers do not generally have the same statutory cooling-off rights as consumers.

Please contact Support if you believe you were charged in error, charged twice, did not receive the paid introduction, had a technical payment issue, or want to exercise a legal cancellation right. For an accepted job, use Report a problem on that job. Include the email used for the account, the job reference and the date of payment. Do not email your full payment-card details.

We will examine the booking, communications and payment records, contact the haulier and customer where needed, and explain the outcome. We may complete the booking if the work was carried out, resume it with a new delivery date agreed by both parties and a new reporting deadline, or cancel it and issue a full HaulNet fee refund. Refunds go to the original payment method and normally take 5–10 business days to show, depending on the bank. Pending or failed refunds are tracked by Support; we do not describe a refund as successful until the payment provider confirms it.

The poster and haulier should agree terms for cancelling the actual haulage booking directly. HaulNet cannot cancel their separate contract or refund money paid directly to a haulier. Contact us separately if there has been suspected fraud, misuse of the platform or a failure in HaulNet's introduction service.