If something goes wrong

Who is the driver?

Before a driver is approved, Portovan staff check:

• Driving licence B
• Vehicle registration
• Vehicle insurance
• Trade licence (GISA)
• Carrier liability insurance of at least €25,000

Once a driver accepts your order, the app shows you who is coming.

When is my card charged?

When you book, the amount plus 30 % for possible waiting is reserved on your card. Only the final price is charged, at the end.

Who sees my number?

The driver, and only during the trip. You can also write to the driver in the app chat.

The driver cancels

Your order goes back to the search for another driver once. The app tells you.

The van breaks down

Portovan staff can move the trip to another driver, also after loading.

I am late, or nobody is at the drop-off

15 minutes of waiting are free at each stop; after that, waiting is charged per minute.

The driver never leaves your goods unattended. You can send someone else, ask the driver to wait longer (with an extra hold on your card), or have the items returned at your cost.

Something is damaged

The driver takes photos of the load before driving, and for moves at the drop-off too.

Report it in the app up to 14 days after the trip. For a damage claim, add photos; the driver answers within 7 days.

Who pays for damage?

The driver is liable as the carrier. By law, liability is limited to about €10 per kg, except for intent or gross negligence. Portovan records the damage and mediates; it does not pay the claim itself.

Keep cash, jewellery and important documents with you.