Customer Support

TailWind charges a flat $25 platform fee regardless of distance - shown upfront with no surprise fees at checkout. This is significantly cheaper than competitors who charge $39-$330+ booking fees that many customers don't know about until the end. You pay our $25 fee plus whatever rate you agree to with your chosen driver. Plus, we offer a 48-hour bid guarantee - if no qualified drivers bid within 48 hours, get a full refund!

We offer a 48-Hour Bid Guarantee! If no qualified drivers submit bids within 48 hours of posting your shipment, you can request a full refund of your $25 platform fee. Simply email us with your shipment ID and we'll process your refund promptly.

After submitting your shipment request, qualified drivers in your area will bid on your transport. You can review each driver's profile, ratings, insurance status, and pricing before choosing the one that best fits your needs.

Contact us immediately via email at tailwind.transporters@gmail.com with "EMERGENCY" in the subject line. We monitor emergency emails 24/7 during active transports. You can also message your driver directly through the platform for non-emergency updates.

All drivers must have valid auto insurance. Many also carry additional commercial pet transport insurance, which is displayed as badges on their profiles. You can choose drivers based on their insurance coverage levels.

You can message your driver directly for updates throughout the journey. Some drivers may offer GPS tracking as an additional service, but this is optional and up to each individual driver.

Absolutely not! Our $25 platform fee is shown upfront and that's ALL you pay us. Unlike competitors who hit customers with surprise booking fees ($39-$330+) at checkout, we believe in complete price transparency from the start. Happy customers make happy drivers.

Requirements vary by state and transport distance. Generally, you'll need current vaccination records and a health certificate from your vet. Check with your chosen driver for specific requirements for your route.