Refund & Cancellation Policy

For a booking, the booking agent may pay an advance when the deal is agreed and the balance when the trip is completed. Funds are collected through our regulated payment partner and released to the transporter on completion, less the platform fee.

The platform/convenience fee charged by Reacher is non-refundable once a deal is agreed, except where the service was not rendered due to a fault on our side.

• Before the booking date: either party may cancel an agreed deal. Any advance paid is refunded to the booking agent (less applicable gateway charges, if any).
• On or after the booking date / once the trip has started: the deal cannot be cancelled on the platform; any settlement is as agreed between the parties.
• No-shows or non-performance may be raised as a dispute (below) and affect a party's reputation on the platform.

• Eligible refunds are made to the original payment method.
• Once approved, refunds are typically processed within 5–7 business days, subject to the payment partner's and banks' timelines.
• Payment-gateway charges, where applicable, may be deducted from refunds.

If a delivery is contested or a payment is in question, either party may raise a dispute by contacting us. We use trip tracking, milestone records and uploaded documents as evidence to help resolve it fairly. Reacher facilitates resolution but is not a party to the underlying transport contract between the lister and the booking agent.