How can we help?

Anything that won't fit in a standard courier box — furniture, appliances, bikes, gym equipment, building materials, musical instruments, large parcels, and more. Post your job with a pickup address and the driver comes to you.

Open the app, tap Post a Job, describe what needs moving, add pickup and drop-off addresses, upload a photo, and set a date. It takes under a minute. Drivers in your area will start bidding once you publish.

Your job goes live and local drivers bid on it. You'll see each driver's price, rating, vehicle type, and delivery count. Take your time — there's no pressure to accept the first bid. Once you accept a bid, payment is held securely and the driver is confirmed.

Yes, before you accept a bid you can cancel for free. If you've already accepted a bid and payment has been authorised, cancellation policy applies — check the terms for details. We try to be reasonable.

It's rare, but it can happen if your job is very remote or your timeframe is tight. Try extending the pickup window or adjusting your location. You can also add a note to attract drivers who might be passing through.

You can edit a draft job before publishing. Once live and receiving bids, you can edit minor details but cannot change the pickup or drop-off address — that would affect drivers who have already priced it. Cancel and repost if you need to change addresses.

When you accept a bid, your card is pre-authorised (a hold is placed) but not charged. The charge is only captured after your item is confirmed delivered with photo proof at both ends. You never pay until the job is done.

All major debit and credit cards — Visa, Mastercard, American Express. Card payments are processed securely by our certified payment provider. Apple Pay and Google Pay are coming soon.

We never store your card details ourselves. All payment data is handled by our payment provider, which is certified to PCI DSS Level 1, the highest level of payment security. We only store a reference token, not your card number.

If your delivery doesn't complete (driver no-show, or an item damaged and refused), contact us straight away from the Help section in the app, with photos. Verified issues are refunded to your card, which can take 5 to 10 days to appear depending on your bank. See our dispute process below.

None. The price you see when you accept a bid is the price you pay. Drivers set their own rates, we don't add a booking fee on top for senders.

Yes. Once your driver is en route, you'll see live location updates on the map inside the app. You'll also get push notifications at key stages — driver confirmed, collection in progress, en route to drop-off, delivered.

Drivers must upload a photo at collection (confirming the item was picked up and in what condition) and a photo at drop-off (confirming it arrived). Both photos are timestamped and stored permanently against your job. This protects both you and the driver.

Contact them directly in the in-app chat. If they're significantly delayed and unresponsive, message us from the Help section and our team will step in. Persistent no-shows result in account review and suspension for drivers.

Once the driver uploads their drop-off photo, you'll get a notification to confirm delivery. Tap Confirm Delivery to release payment to the driver. If something's wrong, don't confirm. Contact us from the Help section and we'll look into it.

To drive on Mule-it you need:

• A valid UK driving licence
• A suitable vehicle (car, estate, van, pickup, or larger)
• Hire-and-reward insurance (not standard personal car insurance)
• Proof of vehicle (registration document or insurance certificate)
• A UK bank account for payouts

Standard car insurance doesn't cover you for carrying goods in exchange for payment. Hire-and-reward (H&R) insurance does. It's a separate policy or an add-on — providers like Zego, Bolt, and Tradex offer it in the UK. Monthly or per-job policies are available and often cheaper than you'd expect.

No. Cars, estates, large SUVs with folding seats, pickup trucks, vans, and larger vehicles all qualify. The app will match you to jobs that fit your vehicle type. Bigger vehicles get access to more jobs.

Browse jobs near you on the map or in the list view. Tap a job to see the details, then tap Place Bid and enter your price. You can see the sender's estimated budget if they set one. Keep bids competitive — senders can see your rating and reviews alongside your price.

Cancellations after accepting hurt your rating and, if repeated, can result in account suspension. Life happens — if you need to cancel, do it as early as possible through the app so the sender has time to find another driver. Don't just go silent.

We charge a 15% service fee deducted from the job value before payout. If a sender pays £100 for a delivery, you receive £85. There are no subscription fees, no sign-up costs, and no monthly charges.

Payouts are processed within 2–7 business days of delivery confirmation. We pay drivers by bank transfer, direct to your UK bank account. We're working on faster payouts, with same-day on the roadmap.

Your Earnings screen in the driver app shows completed jobs, pending payouts, and total earned. Each transaction is itemised so you can export records for your tax return.

Yes. You're an independent contractor, not an employee of Mule-it. You're responsible for declaring income to HMRC and paying any applicable tax. If you're unsure, speak to an accountant — the HMRC Trading Allowance (£1,000/year tax-free) may apply if you're earning small amounts.

We use phone number or email-based login with a one-time code — no passwords to remember. Enter your number or email, receive a code, enter it, and you're in. Codes expire after 10 minutes.

Not yet on the same account — sender and driver accounts are separate for now. This is something we're planning to change. For now, sign up with a different email or phone number for each role.

Tap your profile icon in the app. You can update your name, photo, and contact details from there. Verified documents (driving licence, insurance) go through the compliance review process if re-submitted.

Email hello@mule-it.co with the subject line "Delete my account" and we'll remove your data within 30 days in line with UK GDPR. Active jobs must be completed or cancelled first.

Do not confirm delivery if something's wrong. Contact us straight away from the Help section, describe what happened, and upload photos. Our team reviews every report within 24 hours. Photo proof at collection and drop-off is central to how we resolve cases.

If a driver is a no-show with no communication, message us from the Help section. We'll review it, refund you, and the driver's account will be reviewed. You'll be able to repost the job straight away.

We aim to resolve most disputes within 1–3 business days. Complex cases involving significant amounts or conflicting evidence may take up to 7 days. We'll keep you updated throughout.

You can request a second review by emailing disputes@mule-it.co with additional evidence. We review every escalation. If you believe we've got it wrong, tell us — we'd rather fix it.