Frequently Asked Questions
Getting Started
How to create a Haul?
To create a haul, go to Home page, click on "Let's Go ->" button. Fill the Pickup and Dropoff Location details. In the next screen, provide the Packing details. Specify your desired time. For Hauler's reference, upload few images as well.
Where can I find tutorials on how to use the app?
You can find step-by-step guides, video tutorials, and best practices in the Tutorials section of the Help & Support center in the app.
Can I have both a customer and driver account?
Yes, you can have both a customer account and a hauler (driver) account. However, each account must be registered with its own mobile number and email address—you cannot use the same mobile number for both account types.
Pricing & Estimates
How to make a Bid?
To make a Bid, check out the Available Hauls section on Home screen. You can see the entire haul details by clicking haul details dropdown, after verifying all details then click on "Bid Now".
App Usage & Technical
Can I track my Haul in real time?
Yes, you can track your haul in real-time using the "Live Tracking" feature available in the app.
Is the app available on Android and iOS?
Yes, you can download Haullur from the Apple App Store and Google Play Store.
Why is the app crashing?
Please ensure you are on the latest version of the app. If issues persist, try reinstalling.
Does the app track my location?
The app only tracks your location while a haul is active to provide routing and updates.
How do I turn on dark mode?
The app automatically matches your phone's system settings for light or dark mode.
Why aren't I getting notifications?
Check your phone's settings to ensure push notifications are enabled for the Haullur app.
Can I use the app on a tablet?
While possible, the app is optimized for mobile phones and may look stretched on tablets.
How much data does the driver app use?
The driver app uses approximately 1-2 GB of data per month depending on usage.
What do I do if the app freezes during a haul?
Force close and reopen the app. Your haul data is saved on our servers and will restore immediately.
How do I clear the app cache?
On Android, go to Settings > Apps > Haullur > Storage > Clear Cache. On iOS, you must reinstall the app.
Is there a web version of the app?
Currently, booking and driving must be done through the mobile apps, but admins have a web dashboard.
Support & Getting Started
What happens if I face an issue during a haul?
You can use "Help & Support" feature in the app for assistance in case of any issues related to the haul.
How do I contact support?
You can reach support 24/7 via the in-app chat or by emailing support@Haullur.com.
Is there a phone number I can call?
Phone support is available for active hauls only via the SOS button in the app.
Where does Haullur operate?
We currently operate in major metropolitan areas across the US. Check the app for specific coverage.
How do I become a driver?
Download the driver app, submit your vehicle details, and pass a background check.
What is the onboarding process like?
Onboarding takes 3-5 days and includes a background check, vehicle inspection, and a short training video.
How do I use a promo code?
You can add a promo code when you create a haul. The discount is applied when you pay to accept a bid, and only if the code is still valid then (it must not have expired, and the haul date must still be inside the promo window). You can change or remove the code before you pay. Each code can only be used a limited number of times per customer. A promo reduces the hauler amount only — platform fee and transaction fee still apply, even if the promo covers the full hauler bid.
Do you offer business accounts?
Yes, we offer corporate billing and API integrations for businesses. Contact sales for details.
Where can I find the Terms of Service?
The Terms of Service are linked at the bottom of our website and in the app's Settings menu.
How do I report a bug in the app?
Shake your phone while the app is open to trigger the bug reporting tool.
Do you have a referral program?
Yes! Share your referral code to give a friend $10 off, and you'll get $10 when they complete a haul.
Vehicle & Driver Requirements
Can I update my vehicle details later?
Yes, you can update your vehicle details through "Vehicle Details." section in your "Profile Info." in the app
What types of vehicles are allowed?
We accept pickup trucks, cargo vans, box trucks, and SUVs with trailers.
How old can my vehicle be?
Vehicles must be year 2005 or newer and in good cosmetic and mechanical condition.
Do I need a commercial driver's license (CDL)?
No, a standard driver's license is sufficient for most vehicle types on our platform.
Can I rent a truck to drive for Haullur?
Yes, you can use a rental vehicle as long as you are the authorized renter and have the proper insurance.
What equipment am I required to carry?
Drivers must have at least 4 ratchet straps, 2 hauling blankets, and a dolly.
How do I update my vehicle information?
Go to the Driver Dashboard > Vehicles to add a new vehicle or update registration documents.
Can I have helpers with me?
Yes, drivers can bring a helper, but the helper must also pass a background check through our system.
What happens if my vehicle breaks down during a haul?
Contact support immediately. We will dispatch a rescue vehicle to complete the customer's haul.
Are vehicle decals required?
No, decals are optional but we provide them for free if you want to advertise.
How often do I need to submit photos of my vehicle?
We require updated photos of the interior and exterior every 6 months.
Payments
How does payment work when I accept an offer?
When you accept a hauler's offer, you will be charged a 10% upfront fee to secure the booking. The remaining 90% is charged after the haul is completed.
Where does my refund go if my haul is cancelled?
The refund goes back to the original payment method, or to the customer wallet when that is how the refund is issued. A refund to a card excludes the card processor’s fee, and it cannot be more than the amount already collected.
How do I get paid as a hauler?
When a haul is completed and the customer’s payment has succeeded, your agreed offer amount is credited to your hauler wallet. The card processor’s fee is subtracted before that credit. From the wallet, you can transfer the funds to your linked bank account.
What happens if I don't pay the remaining 90% after my haul is completed?
After the haul is completed, you will receive up to 3 warnings. If payment is not made within 3 hours, we will automatically deduct the remaining 90% using your saved payment method.
Are Stripe transaction fees refundable?
No. A refund to a card excludes the card processor’s fee, including when the cancellation fee itself is zero.
What happens if a hauler hasn't added a bank account yet?
If a hauler completes a job without a linked bank account, their earnings are securely held in their i-Haul wallet until they add a bank account and initiate a transfer.
How do I pay for my haul?
We accept all major credit cards, debit cards, and Apple/Google Pay through the app.
When am I charged for the haul?
A small part of payment is collected upfront. The remaining amount is collected once the haul is completed.
How do drivers get paid?
When the haul is completed and the customer’s payment has succeeded, your agreed offer amount is credited to your hauler wallet. The card processor’s fee is subtracted before that credit. Moving the money from the wallet to a bank account is a separate step.
Are there any hidden fees?
No, the estimate provided upfront includes all standard fees. Additional charges only apply if the scope of the haul changes significantly.
Can I tip my driver?
Yes! You can tip your driver directly through the app after the haul is completed. 100% of the tip goes to the driver, excluding the back fees.
What happens if a payment fails?
If a payment fails, your account may be temporarily suspended until the outstanding balance is settled.
How do I update my payment method?
Go to Account > Payment Methods to add, remove, or update your cards.
Do you provide tax documents for drivers?
Yes, 1099 forms are provided annually for drivers who meet the earnings threshold.
Can I get a receipt for my haul?
Yes, a detailed receipt is emailed to you automatically and can be viewed in your Past Hauls.
How are tolls handled?
Tolls incurred during the active route of the haul are automatically added to the final bill and reimbursed to the driver.
Can I delete a payment method that's attached to an active haul?
No. A card attached to a scheduled or in-transit haul can't be deleted until that haul is completed or cancelled.
What happens if I don't pay the remaining balance after my haul is completed?
You'll get a series of reminders to pay the remaining balance: at 30 minutes, then two more at 1 hour each, then a final reminder at 30 minutes. If you still haven't paid after 3 hours total, we automatically charge your default payment method for that haul.
What if my saved card expires before my scheduled haul date?
For scheduled hauls, your card must be valid through at least one month past your scheduled date. If your card would expire before then, we automatically switch to another valid saved card on file and show a banner asking you to update your payment method. For open or flexible hauls, your card must be valid at least 6 months out.
Will my payment method be auto-updated if my card is close to expiring?
Yes. If your card's expiry no longer covers your haul date, we'll auto-select another valid saved card on your behalf and notify you. This sync also runs again right before the hauler begins your move, to make sure the payment method on file is still valid.
Cancellations
What happens if a hauler cancels my haul?
If the hauler cancels, you are refunded the deposit already collected. The cancellation fee table is not applied, and the hauler’s account is not suspended for the cancellation.
What is the cancellation policy if I need to cancel my haul?
You may cancel while the haul is still open for bids, scheduled, waiting on a reschedule, waiting on an edit, or awaiting payment. You cannot cancel once the haul is in transit. Cancelling while the haul is still open for bids does not use the fee table. After a hauler is accepted, the fee is chosen in this order: an unexpired fee stored on the accepted offer, then the free window after the offer was accepted, then the table below. The refund is the haul total minus that fee, and it cannot be more than the amount already collected. A refund to a card also excludes the card processor’s fee.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
Can a hauler cancel an accepted offer?
Yes. A hauler may cancel a haul they have accepted while it is scheduled, waiting on a reschedule, waiting on an edit, in transit, or awaiting payment. The customer is refunded the deposit already collected. The fee table is not applied, and the cancellation does not suspend the account.
What is the cancellation policy?
You may cancel while the haul is still open for bids, scheduled, waiting on a reschedule, waiting on an edit, or awaiting payment. You cannot cancel once the haul is in transit. After a hauler is accepted, the fee is chosen in this order: an unexpired fee stored on the accepted offer, then the free window after the offer was accepted, then the table below. The refund is the haul total minus that fee, and it cannot be more than the amount already collected. A refund to a card also excludes the card processor’s fee.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
How do I cancel a booking?
Go to your Upcoming Hauls, select the haul, and tap 'Cancel Haul'.
Do drivers get paid for cancelled hauls?
A customer cancellation fee reduces the customer’s refund. It is not paid out to the hauler. When a hauler cancels, the customer is refunded the deposit already collected.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
Can a driver cancel a haul?
Yes. A hauler may cancel a haul they have accepted while it is scheduled, waiting on a reschedule, waiting on an edit, in transit, or awaiting payment. The customer is refunded the deposit already collected. The fee table is not applied, and the cancellation does not add a penalty count or suspend the account.
What happens if my driver doesn't show up?
If the hauler cancels, you are refunded the deposit already collected. The fee table is not applied.
Is the booking fee refundable?
It depends on who cancels. A customer cancellation refunds the haul total minus the fee in the table below, and it cannot be more than the amount already collected. A card refund also excludes the card processor’s fee. If the hauler cancels, the deposit already collected is refunded and the fee table is not applied.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
How long do refunds take?
Refunds typically process within 3-5 business days depending on your bank.
Can I reschedule instead of cancelling?
Moving the pickup so that the required deposit is lower is not a cancellation. The difference is refunded, and no cancellation percent is applied.
What if the weather is too bad to haul?
Severe weather does not change the cancellation fee. A customer cancellation still uses the table below. A hauler cancellation refunds the deposit already collected and does not use the table.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
How are cancellation disputes handled?
You can contact support about a cancellation charge. A hauler cancellation does not add a penalty count, and there is no suspension after a set number of cancellations.
Hauls & Bookings
Can I edit a scheduled haul?
Yes, you can edit a scheduled haul or request a reschedule. Note that significant changes may trigger an offer cancellation and require a new agreement with the hauler.
Can I put a haul on hold?
Yes, you can create a draft to hold a haul. If the draft is abandoned or converted later, standard cancellation and refund rules may apply.
What happens if I reject an accepted offer?
If you reject an offer you previously accepted, the haul returns to the active bidding state and the offer is marked as rejected. If you were already charged the 10% upfront fee, it will be refunded.
How do I book a haul?
Enter your pickup and drop-off locations, select the items you need moved, choose a vehicle size, and confirm your time.
Can I book a same-day haul?
Yes, on-demand hauls are available depending on driver availability in your area.
Do drivers help with lifting?
Yes, you can select 'Driver Help' or 'Two Helpers' during booking if you need physical assistance.
Can I ride in the truck with the driver?
For liability and safety reasons, customers cannot ride in the vehicle with the driver.
What items are prohibited?
We do not transport hazardous materials, illegal substances, firearms, or live animals.
How do I add multiple stops?
You can add up to 3 additional stops during the booking process for an extra fee.
Can I change my destination mid-haul?
Destination changes must be approved through the app and will update the final price.
How are oversized items handled?
Please specify oversized items (like pianos or pool tables) during booking so we send the right equipment.
Do I need to provide packing supplies?
Drivers provide basic straps and blankets. Boxes and packing tape must be provided by the customer.
What if my haul takes longer than expected?
Hauls are billed based on actual time and distance. If it takes longer, the final price will reflect the additional time.
Support
How do I report an issue or incident during a haul?
You can use the 'Report Incident' feature in the app to report safety concerns, service issues, or other problems. You can provide a description and upload photo or video evidence.
How do I contact support?
You can contact support through the app by filling out a support form with a subject, category, and description. You can also track the status of your request and receive response notifications.
Account Management
What is the i-Haul wallet used for?
The wallet stores funds for both customers and haulers. Customers can receive refunds or promotional balances here, while haulers receive their earnings before transferring them to a bank account.
How do I delete my account?
You can request account deletion through the app settings. You will need to confirm the deletion and optionally provide a reason. Please note that pending hauls must be resolved before deletion.
Can customers receive promotional balances?
Yes, customers may receive promotional balances in their wallet for actions like referring new users to the platform.
How do I create an account?
Download the app, enter your phone number, and follow the verification steps.
How do I reset my password?
We use passwordless login via SMS OTP. Just enter your phone number to get a new code.
How do I delete my account?
Go to Settings > Privacy > Delete Account. This action is irreversible.
How do I update my phone number?
You can update your phone number in your Profile settings. You will need to verify the new number.
Why is my account suspended?
Accounts may be suspended for violating terms of service, failed payments, or low ratings. Contact support for details.
How do I change my profile picture?
Tap your current picture in the Profile tab to upload a new one.
Can I share my account?
No, sharing accounts violates our terms of service and can lead to suspension.
How do I manage notifications?
Go to Settings > Notifications to toggle SMS, email, and push preferences.
How do I view my haul history?
Your past hauls and receipts are available in the 'History' tab of the app.
Admin
How can administrators manage user disputes?
Administrators have access to a support dashboard where they can review incident reports, track resolution status, and communicate with both customers and haulers to resolve disputes.
Can administrators configure cancellation fees?
Yes, administrators can configure cancellation penalty percentages, tiered cancellation fees based on hours remaining, and free cancellation time windows in the admin settings.
Disputes
How do I report damaged items?
Take photos immediately and submit a damage claim through the Support tab within 48 hours of the haul.
What happens if a customer claims I damaged their item?
Our dispute resolution team will review photos from before and after the haul. Always take pre-haul photos!
How long do disputes take to resolve?
Most disputes are reviewed and resolved by our admin team within 5-7 business days.
I was charged incorrectly. What do I do?
Open a billing dispute in the app. Our team will review the GPS logs and time tracking.
Can I appeal a dispute decision?
Yes, you can request a secondary review by a senior admin if you have new evidence.
What if the customer refuses to release my vehicle?
Call local authorities immediately, then contact our support team through the app to report the incident.
How are cleaning fees assessed?
If a customer transports messy items that ruin the vehicle, the driver can submit photos to claim a cleaning fee.
What happens if a driver is unprofessional?
Report the behavior immediately. We investigate all claims and will suspend drivers who violate our code of conduct.
How do admins handle fraudulent accounts?
Our system automatically flags suspicious activity. Admins manually review and permanently ban fraudulent users.
Can I request a different driver if I feel unsafe?
Cancel the haul and contact support. The cancellation follows the same fee rules as any other customer cancellation.
Cancellation fee
This is the fee after the free window has ended. The row used is the highest “hours left” mark that is still less than or equal to the hours remaining before pickup.
| Hours left before pickup | Fee |
|---|---|
| 48 hours or more before pickup | 20% of the haul total, up to $100 |
| At least 24 hours, and under 48 hours | 25% of the haul total, up to $200 |
| At least 12 hours, and under 24 hours | 40% of the haul total, up to $250 |
| At least 6 hours, and under 12 hours | 50% of the haul total, up to $300 |
| Under 6 hours before pickup | 0% of the haul total, up to No cap |
Free window after the offer is accepted
If the cancellation is still inside this window, the cancellation fee is zero. After the pickup time, this window does not apply.
| Hours left before pickup | Free for |
|---|---|
| 48 hours or more before pickup | 4 hours after the offer is accepted |
| At least 24 hours, and under 48 hours | 2 hours after the offer is accepted |
| Pickup is still ahead, and under 24 hours | 1 hour after the offer is accepted |
Safety & Insurance
Are my items insured during the haul?
Yes, every haul includes basic commercial cargo insurance up to $10,000.
Do drivers undergo background checks?
Absolutely. All drivers must pass a comprehensive criminal and driving history background check.
What kind of insurance do drivers need?
Drivers must maintain their own personal auto insurance. We provide supplemental commercial liability during active hauls.
How do I report an accident?
Ensure everyone is safe, call 911 if necessary, and then report the accident via the app's SOS button.
Are drivers trained in safe lifting?
We provide safety guidelines and training videos, but drivers are independent contractors.
What is the COVID-19 safety policy?
We recommend contactless hauls where possible. Masks are optional based on local guidelines.
Can I purchase additional insurance?
Yes, you can purchase premium protection for high-value items during the booking process.
How is my personal data protected?
We use industry-standard encryption. Drivers only see your first name and masked pickup/drop-off locations. Once the hauler is enroute to pickup only the pickup location is visible to the driver.
What if I feel unsafe during a haul?
Please call 911 or local authorities immediately if you feel unsafe. Once you are safe, contact our support team to report the incident.
Are vehicles inspected for safety?
Yes, drivers must submit annual vehicle inspection reports to remain active on the platform.
Calling
How to make a call
you can find it in haul details
testfaq
bug issues
reort in the sheet