Trust & safety
What we check, what we hold, and what we do when it goes wrong.
No marketing claims — just the safeguards that are actually built into every booking.
Before the job
Carrier checks
Carriers are ID- and document-checked before they can take paid work. We review:
- Photo ID and driving licence
- Vehicle registration documents
- Motor insurance
- Goods-in-transit insurance
- Transport licences where required
- ADR certificates for dangerous goods
Documents with an expiry date must be renewed to keep taking jobs. Payouts also require Stripe’s own identity checks. Checks reduce risk; they don’t guarantee how any individual job goes — which is why the safeguards below exist too.
During the job
Payment, tracking and proof
Payment held
Payment is held by Stripe and only released to the carrier 48 hours after delivery, or when you confirm receipt.
Live tracking
While the job is in progress you can see where the van is.
Proof of delivery
Every delivery is recorded with a photo or signature and the recipient’s name.
If something goes wrong
Disputes
- Report the problem from the booking within 48 hours of delivery, with photos.
- The carrier’s payout is frozen while the dispute is open.
- We review evidence from both sides — including tracking and proof of delivery — and propose a resolution, which can include a full or partial refund.
Carriers are responsible for goods in their care within legal limits. Read cargo protection & liability.
What can’t travel
Prohibited and restricted items
- Marine flares, fireworks and other explosives
- Firearms, ammunition and weapons
- Lithium batteries beyond transport limits
- Undeclared dangerous goods
- Cash or valuables over €5,000 without prior agreement
- Alcohol or tobacco that isn’t duty-paid (unless under a valid ships’-stores procedure)
- Live animals
- Perishables without temperature control
Full list in section 10 of our Terms.
On the platform
Moderation
We use automated tools, including AI, to spot fraud, attempts to take bookings off the platform, and prohibited content. A person reviews flagged cases before we act on an account. See our community guidelines.
Report a problem
Tell us
A booking
Open a dispute from the booking, or see urgent help.
A user or listing
Email support@onshoredelivery.com with a link and what happened.
Illegal content
Email legal@onshoredelivery.com. We review every report.