Leslie R.
I booked a reservation and had to…
I booked a reservation and had to cancel 24 hours later due to unforeseen circumstances. They do not make the cancellation policy clear when you make the booking and now I’m told I have credit for another booking but I would not get my $399 booking fee and insurance fee returned. Terrible company.
Response from CitizenShipperApr 22, 2025
Leslie, thank you for taking the time to share your experience. I’m truly sorry to hear that you found our refund policy unclear. We do our best to be as transparent as possible by displaying the policy when listing your shipment and providing a breakdown of all fees prior to booking. While our policy allows refunds for the booking fee only in situations where the driver cancels the shipment, I want to reassure you that refunds are permitted for the Pet Protection Plan upgrade, and we’ve reached out to you with further details regarding this. We understand how important it is for our policies and processes to be clear and easy to navigate. I’ve documented your concerns internally and shared them with our team, as we are actively working on ways to ensure a smoother experience for our customers. -Karla