Booking and cancellation policy

No extra cancellation charge is added. The £35 + VAT Nexus fee is retained, or the booking credit remains used. The driver receives 50% of the agreed transport price and the remaining 50% is refunded.

The transport price is refunded or held for reassignment. The booker chooses a £35 refund or a cancellation credit valid for 30 days. For driver-at-fault cancellations, the £35 is recovered from the driver. Approved protected cancellations are funded by Nexus.

Breakdowns require a dated breakdown-provider or garage report. Unsafe work requires an Unsafe POD, photographs and a detailed site report. Family emergencies or illness require a written explanation and reasonable evidence when requested. Evidence is normally due within 48 hours.

The fourth driver-at-fault cancellation in a rolling 168-hour period suspends access to new marketplace work for 48 hours. Existing accepted jobs remain available and must still be completed.

The accepted price includes fuel, tolls, congestion charges, parking and foreseeable operating costs. A driver may request a revised price only when the job is materially not as described. The discrepancy and photographs must be recorded, and the booker must approve the new fixed total in Nexus before anything is loaded.

Nexus records assignment, acceptance, evidence, decisions, refunds, credits and driver recoveries. Drivers must not request or collect unapproved additional payment directly from the customer.