Contact Exchange Policy
This policy is designed to protect drivers, shippers, and animals by keeping all arrangements secure within the My Animal Transport platform.
Why Communication Must Stay On-Platform
As a secure marketplace, My Animal Transport monitors and records all communication between drivers and shippers on our in-app messaging platform. This is necessary to ensure the safety of both parties. For this reason, all communication must remain on the platform until a booking has been confirmed and the booking fee has been paid.
Prohibited Actions
According to the Driver Agreement, drivers may not: - Share personal or identifying information before a booking is confirmed - Encourage shippers to search for outside contact details - Request or provide communication outside of the platform unless explicitly permitted by My Animal Transport or after being booked through the app
What Happens if Contact Information is Shared
When our filters detect an attempt to exchange contact information such as phone numbers, email addresses, or social media accounts, the following steps are taken: - The message is blocked. - A pop-up reminder is shown explaining that sharing contact information is not allowed. - Links are provided to the Driver Agreement and other related policies.
Penalties for Bypassing Filters
If it is discovered that a driver has bypassed our filters and successfully exchanged contact details with a shipper, these measures will apply: - The driver's account is locked. - The driver receives an email from support explaining the issue and confirming that they understand the policy. - The account is unlocked once the driver has paid the required unlock fee. - Unlock fees are determined by the support team based on the severity of the infraction. First offenses may be as low as $25, while repeat offenses may increase up to a maximum of $300. - Once the fee is paid, the account is reactivated and the driver may resume bidding on shipments and communicating with customers. My Animal Transport may continue to closely monitor messages to ensure compliance.
If You Believe a Message Was Flagged in Error
If you feel your message was incorrectly flagged by our system, contact us at support@myanimaltransport.com. While our filters are regularly updated, mistakes can happen, and we will review your case carefully to make sure your communication is not being blocked unnecessarily.