Cancellation and Refund Policy

Rules for cancellations, refunds, chargebacks, payment holds, and marketplace fee treatment.

Last updated: June 8, 2026Entity: The Delivery Truck, Inc.Marketplace platform terms
Important: The Delivery Truck is a technology marketplace. Unless a separate written agreement says otherwise, The Delivery Truck, Inc. does not provide delivery, moving, transportation, carrier, freight, household-goods, warehousing, packing, or labor services. Customers and independent drivers/service providers contract directly with each other.

Marketplace Payment Model

Customer payments may include amounts for independent Driver services, Platform fees, subscription fees, taxes, tips, cancellation fees, payment-processing fees, or other disclosed charges. The Delivery Truck, Inc. may collect certain amounts as a limited payment collection agent for Drivers.

Before Driver Acceptance

If a Customer cancels before any Driver accepts or materially begins job-related work, the Customer may be eligible for a full or partial refund of job charges, subject to payment processor rules, promotional credits, fraud checks, and nonrefundable fees disclosed at checkout.

After Driver Acceptance

After a Driver accepts, starts travel, communicates materially about the job, arrives, loads, secures, transports, unloads, or incurs expenses, cancellation fees or Driver compensation may apply. These amounts may be retained or paid to the Driver to reflect time, fuel, opportunity cost, mileage, labor, or expenses.

Driver Cancellations

If a Driver cancels, fails to appear, refuses a job for reasons unrelated to Customer misrepresentation or unsafe conditions, or cannot complete the job, the Customer may be eligible for refund, reassignment, or credit. The Delivery Truck, Inc. may review records before deciding Platform-level remedies.

Customer Misrepresentation or Unsafe Conditions

Refunds may be denied or reduced if the Customer provided inaccurate item details, unlawful goods, unsafe premises, inaccessible pickup/drop-off, missing permissions, changed scope, unlisted stairs/elevator issues, no-show, or other conditions causing Driver refusal or cancellation.

Tips, Subscriptions, and Third-Party Fees

Tips may be nonrefundable once released to a Driver unless fraud, noncompletion, or error is confirmed. PRO subscriptions and other recurring plans are governed by the PRO Subscription Terms. Payment processor fees, bank fees, app-store fees, and taxes may be nonrefundable to the extent permitted by law.

Chargebacks

Users should contact support before initiating chargebacks when possible. Unauthorized or bad-faith chargebacks may result in account restrictions, collection efforts, payout holds, or fraud review.