Refund and Returns Policy

Most refund pages are long because the business sells many things. Ours is simple: publishing routes is free, we take no commission, and the single paid product is a VIP TOP listing costing €5 for 10 days. This refund policy therefore covers one small digital purchase — and it sets out honestly where your money can come back and where it cannot.

Please read this alongside our Terms of Service, which explains the platform's role as a classified bulletin board. The two documents work together: the terms define what we are, and this refund policy defines what happens to the one payment you can make to us.

Nothing here removes any right you have under the mandatory consumer law of your own country. Where a local rule gives you more protection than this document, the local rule wins. This policy applies on every CargoDelivery domain, and the same conditions apply regardless of which country version you buy from.

What This Refund Policy Covers

The VIP TOP listing is a visibility boost. For €5 it pins one of your published routes to the top of the search results on a golden background for ten consecutive days, above the standard free listings. That is the entire product.

It is a digital service, not a physical item. Nothing is shipped, nothing is posted, and there is nothing to send back. That is why the word "returns" in the page title has no practical meaning here — there is no parcel, no packaging and no return address. Any question about your €5 is a refund question, never a return.

Delivery is immediate. The moment your payment clears, the boost activates and your listing moves to the top. There is no waiting period, no processing queue and no delivery window. This immediacy is central to everything below, because a service that has already been performed is difficult to unwind.

Free Listings Are Outside This Refund Policy

Registering an account, publishing a route, editing it, receiving enquiries and completing a job all cost nothing. There is no subscription, no per-listing charge and no commission on any trip you agree. If you have never bought a VIP TOP boost, you have never paid us anything, and there is nothing for this refund policy to return.

This is worth stating plainly because drivers occasionally ask to be "refunded" for a free listing that produced no calls. There is no charge to reverse. If a free listing is not working, the fix is a better listing — clearer cities, honest capacity, a real vehicle photo — not a refund. Our guide on how to add a route covers what actually generates enquiries.

When a Refund Is and Is Not Possible

The dividing line is simple: if the service you paid for was not delivered, you get your money back. If it was delivered and you are unhappy with the outcome, you do not. Below is the honest summary, and each case is explained in detail underneath.

Why "no calls" is not a refundable fault

The VIP TOP boost buys placement, not results. We promise that your listing sits above the standard results for ten days, and we deliver that the moment you pay. What we cannot promise is that clients will call, because that depends on your direction, your dates, your price, your vehicle and how you wrote your listing — none of which are within our control.

We would rather say this clearly than take your €5 under a hint of a guarantee we cannot honour. On a busy line, the boost usually pays for itself many times over. On a quiet route in a dead week, it may bring nothing at all. If you are unsure, publish free first, see what response you get, and only boost when you have a reason to.

Listings removed for rule violations

If a moderator removes your listing because it breaks our Terms of Service — prohibited cargo, false information, a fake identity, spam — the remaining days of any boost are forfeited and no refund is due. The service was available to you; it stopped because of what you posted, not because of any failure on our side.

If you believe a removal was a mistake, say so. Write to us with your listing details and we will look again. If the review shows the removal was our error, we treat it as a service failure and refund the boost in full, or reinstate the remaining days if you would rather have those.

Your Right of Withdrawal as a Consumer

Consumers buying a digital service online in the European Union normally have 14 days to withdraw without giving a reason. That right exists, and this refund policy does not pretend otherwise. However, the law also allows that right to end early in one specific situation, which applies directly to the VIP TOP boost.

When you ask us to start a digital service immediately — which is exactly what buying a boost does — and you acknowledge at the point of purchase that you lose your withdrawal right once performance begins, the 14-day right no longer applies to that service. This is the standard position for digital services delivered instantly, and it is why an activated boost is not refundable on a change of mind.

If you did not give that consent at checkout, or you were never told that you would lose the right, contact us and we will honour the 14-day withdrawal for that purchase. We would rather refund a genuine case than argue about a €5 charge. Your national consumer authority can explain your rights independently, and the European Commission's consumer rights guidance is a reliable neutral starting point.

Business users and this refund policy

If you buy a boost while acting as a business — a transport company, a registered sole trader, a professional carrier — the consumer withdrawal right does not apply to you at all. Consumer protection law protects individuals acting outside their trade. In that case only the service-failure grounds listed above apply. Many drivers on this platform are businesses, so this distinction matters more here than on a typical shop.

How to Request a Refund

This refund policy asks nothing complicated of you: no form, no fee and no hoops. One clear email is enough. Send it within 30 days of the charge, because after that the payment records get harder to trace and we may not be able to verify what happened.

1. Write to our support email from the address on your CargoDelivery account, so we can match the claim to the purchase quickly.
2. Give the payment details: the date, the amount, and any transaction or order reference shown by your payment provider.
3. Identify the listing: the route the boost was applied to, including the cities and departure date.
4. Explain what went wrong in a sentence or two. "Charged twice on 4 June" is enough — you do not need a formal letter.
5. Attach evidence if you have it: a screenshot of the charge, the bank line, or the listing showing the boost was not applied.

That is the whole process. We do not ask for a reason if you are cancelling before activation, and we do not require you to argue your case. Give us the facts and we will check the records ourselves.

How Long a Refund Decision Takes

You are entitled to know when you will hear back, so here are the timeframes this refund policy commits to. They start from the moment your email arrives, not from when we get around to it.

If we miss a deadline, chase us. A single follow-up email is usually all it takes, and a missed timeframe is our failure, not a reason to give up on a valid claim.

How Approved Refunds Are Paid

Refunds approved under this refund policy go back the way they came. If you paid by card, the money returns to that card; if you paid another way, it returns through that channel. We cannot send a refund to a different card, a different account or a different person, because that is how payment fraud works and no legitimate service does it.

We refund in the currency you were charged in. If your bank converted the payment, the amount that lands may differ slightly from €5 because exchange rates move between the charge and the refund. That difference is your bank's, not ours, and we have no way to control or compensate for it.

Once we approve and send a refund, the remaining delay belongs to your bank or card issuer. Card refunds commonly take a few working days to appear on a statement, sometimes longer. If ten working days pass after we confirm the refund was sent and you still see nothing, tell us and we will provide the transaction reference for you to give your bank.

What This Refund Policy Does Not Cover

This is the most important section on the page, and the one most likely to be misunderstood. CargoDelivery is a bulletin board. The only money we ever receive from you is the €5 boost. Everything else that changes hands on this platform passes directly between a driver and a client, and we are not part of it.

We know this is unwelcome news to someone who has lost money to another user. It is also the honest position: we cannot return money we never held. Before you hand over cargo or cash, read our Safety Policy — it exists precisely to help you avoid the situations in the table above.

Chargebacks and Payment Disputes

Nothing in this refund policy affects your right to raise a fraudulent or unauthorised charge with your bank. We will not obstruct that, and we will cooperate fully with any investigation your card issuer opens.

That said, please write to us first. A chargeback over €5 takes weeks and involves your bank, our payment provider and us. An email usually resolves the same problem in a day or two, and if your claim is valid you will get the same money back either way — just far sooner.

We reserve the right to suspend accounts that use chargebacks abusively — for instance, running a boost for its full ten days and then reversing the charge. That is not a refund; that is taking a service without paying for it, and it is dealt with under the Terms of Service.

Changes to This Refund Policy

We may update this refund policy to reflect changes in the law, in our payment providers or in the products we offer. The version of the refund policy published here applies to purchases made while it is live. If we change it materially, the "last updated" date below changes with it.

A revised policy never applies retroactively to a purchase you have already made. Whatever this page said on the day you bought your boost is what governs that boost. If the VIP TOP product itself changes — a different price, a different duration — the refund grounds set out here continue to apply to it in the same way.

Refund Policy — Frequently Asked Questions