How can we help?

Account access

For other access problems, email [email protected]. Never send your password, card details or a password-reset link.

Jobs, quotes or payments

Include your job reference so we can find the right load.

Problem with an accepted job?

Open the accepted job and choose Report a problem before its displayed deadline. For new bookings this is three full days after the agreed delivery date. If you cannot access your account, contact [email protected] straight away with your job reference.

Use Report a problem on the job before the deadline shown. For new bookings that is UK midnight after three full days following the agreed delivery date. Reporting pauses automatic completion while we look into it. A report is not an automatic refund. After we look into it, the job is completed, carried on with a new date you both agree on HaulNet, or cancelled with a full refund of the HaulNet fee to your original payment method, usually within 5–10 business days. We cannot refund money you paid the haulier directly. If a full refund goes through, 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. Your statutory rights are not affected.