Cancellation & Refund Policy

Last updated: March 2025

1. Overview

At Ferried, we understand that life with pets can be unpredictable. However, because our Transporters commit their time, routing, and vehicle space to your booking, we maintain a strict schedule of fees to protect the livelihoods of our service providers while ensuring fairness for Pet Owners.

2. Pet Owner Cancellation Fees

If a Pet Owner cancels a scheduled transport after a Transporter has been booked, the following fee schedule applies based on the time remaining until the scheduled pickup:

These fees are designed to compensate the Transporter for lost opportunities and fuel/routing costs already incurred.

3. Transporter Cancellation & Reliability

To maintain a high-trust marketplace, Ferried monitors Transporter cancellation rates closely.

• First-Time Cancellation: The Transporter's account will be temporarily locked. Access is restored only after the Transporter confirms in writing that they understand the reliability policy.
• Repetitive Cancellations: If a Transporter's cancellation rate exceeds 20% over a rolling 4-week period, their account will be locked. To unlock the account, the Transporter must pay an administrative fee equal to the lost Booking Fee of the most recent cancellation.
• Escalated Penalties: Repeated offenses within a 16-week window will result in unlock fees scaling from 150% to 400% of the lost booking fee, or permanent removal from the platform.

4. Justified Exceptions (No Penalty)

Cancellations will not result in penalties or fees if they fall under the following categories, provided proof is submitted to support@getferried.com within 72 hours:

• Mechanical Failure: Sudden vehicle malfunction (requires a dated receipt from a licensed mechanic).
• Severe Weather: Extreme weather conditions (blizzards, flooding, etc.) that make the route unsafe for animal transport.
• Owner Misrepresentation: If the pet does not match the listing (e.g., significantly larger, aggressive, or ill) and the Transporter cannot safely perform the job.
• Health Emergency: Unforeseen health complications for the pet (requires a note from a licensed veterinarian).

5. The Ferried Booking Fee Refunds

The Ferried Booking Fee paid at the time of reservation is separate from the Transporter's fee.

• Eligible for Refund: If the Transporter fails to show up, stops communicating for more than 24 hours after booking, or cancels within 5 days of the pickup date.
• Ineligible for Refund: If the Pet Owner changes their mind, decides to drive the pet themselves, or provides incorrect documentation that prevents the transport.
• Site Credit: In cases where a cash refund is not eligible under our policy, Ferried may, at its sole discretion, issue a “Ferry Credit” valid for a future booking.

6. Dispute Resolution

If a Pet Owner and Transporter disagree on the cause of a cancellation, Ferried will open an investigation. Both parties have 3 days to submit evidence (screenshots, photos, vet records). All decisions made by the Ferried Support Team are final and governed by the laws of the State of Michigan.