Full Service Guarantee Terms

Transportvibe Full Service is a managed auto transport service in which Transportvibe, Inc., acting as a licensed FMCSA property broker, selects a vetted carrier, manages the shipment on your behalf, and provides dedicated customer support from booking through delivery.

Full Service is distinct from Transportvibe's other platform features (Compare, AI Advisor, company directory). When you book Full Service, you are entering into a service agreement with Transportvibe - not directly with the carrier. Transportvibe manages your relationship with the carrier on your behalf, and these Guarantee Terms define what Transportvibe commits to delivering.

These Guarantee Terms are incorporated by reference into your booking confirmation and constitute a binding agreement between you and Transportvibe, Inc. In the event of any conflict between these terms and the general Terms of Service, these Guarantee Terms govern with respect to your Full Service shipment.

Full Service is available to customers shipping vehicles within the contiguous United States (lower 48 states).

The following are eligible for Full Service:

• Standard passenger vehicles: sedans, coupes, hatchbacks, wagons, convertibles
• SUVs, crossovers, and minivans (standard height)
• Pickup trucks (standard and extended cab; long bed assessed on request)
• Luxury, exotic, and classic vehicles (enclosed transport available and recommended)
• Inoperable vehicles (additional fee applies - see Section 5)

Not currently available for Full Service

• Vehicles requiring specialised heavy-equipment transport (e.g. construction equipment, RVs over 40ft, boats)
• Shipments to or from Alaska, Hawaii, or US territories
• International shipments
• Vehicles with significant pre-existing damage that has not been documented and agreed upon in writing before booking

The price guarantee is the core commitment of Full Service. It means: the total price confirmed to you in your written booking confirmation is the total price you pay - no additions at pickup, no carrier surcharges passed through to you, no hidden fees.

What the price guarantee covers

• The full carrier transport cost for your route and vehicle type
• The Transportvibe coordination fee (see Section 5)
• Standard fuel surcharges and carrier fees - these are absorbed into the confirmed price
• Carrier price changes that occur after your booking is confirmed - Transportvibe absorbs any carrier-side increase

What may change the confirmed price

The confirmed price may only change in the following circumstances, and only with your prior written consent:

• Vehicle changes: You change the vehicle to a different type, size, or condition than originally specified (e.g. switching from a sedan to a pickup truck, or a vehicle becoming inoperable)
• Route changes: You change the pickup or delivery location after booking confirmation, and the new route has a different cost
• Transport type changes: You request a change from open to enclosed transport, or vice versa
• Additional services: You request additional services not in the original booking (e.g. storage, expedited pickup)

Payment terms

Full Service bookings require a deposit of $0-$200 at the time of booking confirmation (shown in your confirmation document). The balance of the transport cost is paid directly to the carrier at delivery, in cash or certified funds, as is standard in the auto transport industry. The Transportvibe coordination fee is charged separately and billed to your card on file at the time of booking confirmation.

The Transportvibe coordination fee covers our specialist's time, carrier sourcing, vetting, booking management, milestone communications, and issue escalation support. It is charged separately from the transport cost and is shown in full in your booking confirmation before you approve anything.

Coordination fee refund policy

• Before carrier assignment: Full refund of coordination fee if you cancel before a carrier is assigned
• After carrier assignment but before pickup: 50% refund of coordination fee
• After pickup: Coordination fee is non-refundable
• If Transportvibe cannot fulfil your booking: Full refund of coordination fee with no cancellation penalty

Transportvibe selects carriers based on a combination of factors - route availability, vehicle fit, timing, TrustScore data, pricing, and track record. Before any carrier is assigned to your shipment, we verify:

• FMCSA active operating authority: Confirmed active at safer.fmcsa.dot.gov at time of assignment
• Cargo insurance: Active cargo liability insurance coverage confirmed with a valid certificate of insurance
• Review history: We check the carrier's review history on the Transportvibe platform and external platforms for patterns of damage, late delivery, or pricing disputes
• Specialisation match: For enclosed transport, luxury vehicles, or inoperable vehicles, we confirm the carrier has the appropriate equipment and experience

Your right to decline the assigned carrier

Your booking confirmation will include the carrier's name, MC number, and key details. If you have a specific objection to the assigned carrier - such as a prior negative experience documented by evidence - you may request a different carrier before pickup. We will make reasonable efforts to source an alternative, though this may affect your pickup window. Additional sourcing delays beyond 48 hours will be communicated to you.

Vehicle damage during transport is rare but does occur. The steps you take at delivery are critical to a successful claim. Please read this section before your vehicle is picked up.

At pickup - required steps

• Conduct a thorough walk-around inspection of your vehicle with the driver present
• Photograph every panel, window, wheel, and the undercarriage before the vehicle is loaded
• Review the Bill of Lading (BOL) carefully - it documents pre-existing condition
• Ensure all pre-existing damage (scratches, dents, chips) is noted on the BOL before you sign it
• Do not sign a BOL that does not accurately reflect your vehicle's condition

At delivery - required steps

• Conduct another full walk-around inspection before signing the delivery BOL
• Photograph the vehicle again from the same angles as at pickup
• Compare pickup and delivery photos in real time if possible
• Note any new damage on the delivery BOL before signing - this is your legal record
• If damage is found, sign the BOL with the damage noted - do not refuse to sign, as the BOL is the carrier's proof of delivery
• Contact Transportvibe at fullservice@transportvibe.com within 24 hours of delivery to open a claim

Claims process

Cargo insurance

Cargo insurance on your vehicle is held by the carrier - not by Transportvibe. The carrier is legally required under federal regulations to carry a minimum of $750,000 in cargo liability coverage for interstate shipments. Individual vehicle coverage limits depend on the carrier's policy - your booking confirmation will include the assigned carrier's insurance details. If you have a high-value vehicle and want additional coverage, we recommend purchasing supplemental cargo insurance from a third-party provider (such as Direct Gap or similar) before your shipment date.

Customer-initiated cancellations

To cancel, contact Transportvibe at fullservice@transportvibe.com or call your assigned specialist directly. Cancellations must be confirmed in writing by Transportvibe to be effective.

Changes to a confirmed booking

You may request changes to your booking - including pickup date, delivery address, or transport type - by contacting your specialist. Changes are subject to carrier availability and may affect your confirmed price. Any price change requires your written consent before it takes effect. Changes requested after carrier dispatch may not be possible.

Transportvibe-initiated cancellations

In rare circumstances - such as carrier cancellation, natural disaster, or route inaccessibility - Transportvibe may be unable to fulfil a confirmed booking. In this event, we will notify you immediately, refund your coordination fee in full, refund any deposit, and offer to re-book at no additional coordination fee charge.

To ensure Full Service can be delivered as committed, you agree to the following responsibilities:

• Accurate information: Provide accurate vehicle details (year, make, model, operability, modifications) and route information. Inaccuracies that materially affect the shipment may void guarantee protections.
• Vehicle preparation: Ensure your vehicle has no more than a quarter tank of fuel, the alarm is disabled or the code is provided to the driver, no personal items are left inside, and all removable accessories are removed or secured.
• Pickup availability: Ensure you or an authorised representative is available at the pickup location during the confirmed window to hand over keys and sign the BOL.
• Delivery availability: Ensure you or an authorised representative is available at the delivery location to inspect the vehicle and sign the delivery BOL. Unattended deliveries cannot be guaranteed and may result in additional carrier storage fees.
• BOL accuracy: Review and ensure accuracy of both the pickup and delivery BOLs. Do not sign either document without completing your inspection.
• Timely communication: Respond to Transportvibe specialist calls and emails within a reasonable timeframe. Delays in response may affect pickup scheduling.
• Claims notification: Notify Transportvibe of any damage within 24 hours of delivery to preserve your claim rights.

Auto transport delivery windows are estimates, not guarantees. Transit times depend on route, carrier availability, weather, traffic, and other factors outside Transportvibe's and the carrier's control. Your booking confirmation will state an estimated pickup window and an estimated delivery window - these are the times we aim for, not legally committed delivery deadlines.

What we do when delays occur

• Notify you of significant delays (more than 48 hours beyond the estimated window) as soon as we become aware
• Provide an updated estimated delivery window
• Escalate to the carrier if the delay is caused by carrier failure rather than external factors
• Assist in pursuing carrier compensation where a delay is the carrier's fault and results in documented financial loss to you

Force majeure

Neither Transportvibe nor the carrier is liable for delays or non-performance caused by events outside reasonable control - including natural disasters, severe weather, road closures, government action, labour disputes, or other force majeure events. In such cases, Transportvibe will communicate with you as regularly as circumstances allow and work to minimise disruption.

Transportvibe's liability under these Guarantee Terms is limited as follows:

• Price guarantee breach: If Transportvibe fails to honour the price guarantee and you pay a carrier more than the confirmed price as a direct result of Transportvibe's error (not carrier conduct outside our control), Transportvibe's liability is limited to reimbursing the difference between the confirmed price and the amount actually paid, up to a maximum of $500.
• Vehicle damage: Transportvibe is not the cargo insurer. Our liability for vehicle damage is limited to our facilitation of the claims process with the carrier and insurer. Transportvibe's direct financial liability for vehicle damage does not exceed the coordination fee paid for the shipment, except in cases where Transportvibe assigned a carrier whose FMCSA authority or insurance was invalid at the time of assignment.
• Consequential losses: Transportvibe is not liable for indirect, consequential, or incidental losses arising from a shipment - including but not limited to rental car costs, lost income, missed events, or accommodation costs arising from delivery delays.
• Aggregate liability: Transportvibe's total aggregate liability for any Full Service shipment shall not exceed the total amount paid by you to Transportvibe for that shipment (coordination fee plus any deposits).

Nothing in these terms limits Transportvibe's liability for fraud, wilful misconduct, or death or personal injury caused by Transportvibe's gross negligence.

Step 1 - Contact your specialist first

For any concern arising from your Full Service shipment, contact your assigned Transportvibe specialist directly. Most issues can be resolved within 24-48 hours through direct communication. Your specialist's contact details are in your booking confirmation.

Step 2 - Formal escalation

If your specialist cannot resolve the issue, escalate formally by emailing fullservice@transportvibe.com with "FORMAL DISPUTE" in the subject line, your booking reference, and a detailed description of the issue and resolution you are seeking. A senior Transportvibe team member will respond within 3 business days.

Step 3 - Arbitration

If informal resolution fails, disputes are subject to binding arbitration as described in Section 13 of the Transportvibe Terms of Service. The AAA Consumer Arbitration Rules apply, administered in Wilmington, Delaware (or by telephone/video for claims under $25,000 at your election). Governing law is the State of Delaware.

For Full Service bookings, questions, claims, and escalations: