Dispute Resolution

01 Our Role in Disputes

Transport-Wise is a marketplace platform that connects Customers with independent transport Carriers. We are not a party to the transport contract formed when a bid is accepted. The contractual relationship — and the responsibilities arising from it — exist directly between the Customer and the Carrier.

As a result, Transport-Wise does not act as an arbitrator, adjudicator, or judge in commercial disputes between Customers and Carriers. We do not guarantee outcomes, order compensation, or make binding decisions about the rights of either party.

We will, however, take action where:

• Fraud or deliberate deception is suspected or evidenced
• A user has clearly violated our Terms of Use
• There is a platform error that has materially affected a transaction

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02 Resolve Directly First

Before raising a dispute with Transport-Wise, both parties are expected to make a genuine attempt to resolve the issue directly. The platform's built-in messaging system is available throughout the lifecycle of a job for exactly this purpose.

Most issues — including delays, packaging problems, access difficulties, and minor service complaints — can be resolved with a direct conversation. We strongly encourage this approach as it is faster, less stressful, and more likely to produce a mutually acceptable outcome.

If direct communication has genuinely failed and you are unable to reach a resolution, you may escalate the matter as described in Section 3.

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03 Raising a Dispute

To raise a formal dispute with Transport-Wise, you must:

1. Have first attempted to resolve the matter directly with the other party via the platform messaging system
2. Submit a dispute report via transport-wise.com/contact or email disputes@transport-wise.com
3. Include the job reference number (e.g. TW-00000000), a clear description of the issue, and any supporting evidence

Disputes must be raised within 14 days of the job completion date or the incident giving rise to the dispute. We are unable to investigate disputes raised after this period.

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04 What We Review

Where we accept a dispute for review, we may examine the following evidence:

• Platform messages between the parties
• Job listing details, photographs, and agreed bid terms
• Bid acceptance and payment records
• Carrier profile, verification status, and previous ratings
• Any additional evidence submitted by either party (photographs, correspondence, invoices, delivery notes)

We will give both parties a fair opportunity to present their position. We aim to acknowledge all disputes within 3 business days and provide an initial assessment within 10 business days, though complex cases may take longer.

Our review is limited to what is visible or verifiable through the platform. We are not investigators and cannot compel evidence, interview witnesses, or conduct site visits.

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05 Fraud & Abuse

Transport-Wise takes fraud seriously and will take direct action in the following circumstances:

Suspected fraud by a Carrier

• Accepting payment or a deposit with no intention of completing the job
• Providing false vehicle, licence, or insurance information
• Deliberate misrepresentation of completed work

Suspected fraud by a Customer

• Posting a job with false or materially misleading goods information designed to reduce the bid price
• Initiating a chargeback or payment reversal after a job has been legitimately completed
• Fabricating damage claims or evidence

Where fraud is suspected or evidenced, Transport-Wise reserves the right to:

• Immediately suspend the account under review
• Withhold or reverse platform payments where we have authority to do so
• Share relevant information with payment processors, law enforcement, or regulators
• Permanently ban the account from the platform

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06 Outcomes

Following a dispute review, Transport-Wise may take one or more of the following actions:

Our findings and any actions taken are communicated to the relevant parties by email. Decisions are final within the scope of the platform. They do not constitute legal judgements and do not prevent either party from pursuing civil remedies.

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07 Timelines

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08 Escalation & External Remedies

If you are not satisfied with how Transport-Wise has handled your dispute, or if the matter falls outside what we can resolve (such as claims for goods damage or compensation), you may seek external remedies:

Legal proceedings

For claims up to £10,000 in England and Wales, the Small Claims Court provides an accessible and cost-effective route. Claims above this threshold may be issued in the County Court or High Court.

Alternative Dispute Resolution (ADR)

You may also use a certified ADR provider to resolve commercial disputes. ADR is typically faster and less expensive than litigation. The Centre for Effective Dispute Resolution (CEDR) and Ombudsman Services are recognised providers in the UK.

Consumer rights

If you are a consumer (not acting in a business capacity), you may also have rights under consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

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09 Contact Us

To raise a dispute or ask a question about this policy:

• Email: disputes@transport-wise.com
• Contact form: transport-wise.com/contact
• Include: job reference, your account email, a clear description of the issue, and any supporting evidence