FurShipper Booking Guarantee

What the guarantee covers

• Automatic full refund. If your driver cancels before pickup, we refund your booking fee and any Pet Protection Plan to your original payment method. You don’t need to ask.
• Your listing reopens. Your delivery goes back to the marketplace and nearby drivers are notified, so you can choose a new driver.
• You’re told immediately. You get a notification, and a message in your chat with the order number.

How we protect bookings before they happen

• Verified drivers. Drivers must have an approved account, a verified ID or driver’s license, proof of insurance, a registered vehicle and an active membership before they can bid.
• Reviews you can read. Every driver’s rating, completed deliveries and customer reviews are on their profile before you accept.
• Accountability. Drivers who cancel too often lose bidding access until our team reviews their account.
• PIN-verified handoffs. Pickup and delivery are confirmed with private PINs that only you hold.

What it doesn’t cover

• Your driver’s own fee, which you pay directly to the driver rather than through FurShipper.
• Cancellations after pickup (contact support so we can review the situation).
• Cancellations that you make yourself. See the Refund Policy and the Canceled Shipments Policy.

The guarantee refunds the FurShipper fee. It does not promise that another driver will be available for your route or dates.

If something doesn’t look right

If your refund hasn’t been shown after 10 business days, or your order shows a refund problem, open a ticket under Refund with your order number.

What the Booking Guarantee Doesn’t Leave to Chance

The whole point of the booking guarantee is that you shouldn’t have to ask for anything. If your driver cancels before pickup, the refund and the reopened listing both happen automatically, no ticket, no waiting on a support queue.

The booking guarantee is specifically about driver cancellations before pickup. Your own cancellations are covered separately by the Refund Policy, since the timing math works differently depending on who cancels.

Further reading: Consumer Financial Protection Bureau on refunds.

See also: Refund Policy.