Built to keep
everyone safe.
Peer-to-peer only works if both sides trust it completely. Here's exactly what we do to make that happen.
Driver verification
Every driver goes through a manual review before they can accept their first job. We don't automate this. A real person checks every document.
Driving licence check
We verify that every driver holds a valid UK driving licence for the vehicle category they've registered with. Expired or suspended licences are rejected immediately.
Hire-and-reward insurance
Standard car insurance doesn't cover carrying goods for payment. Every driver on Mule-it must hold active hire-and-reward (H&R) insurance. We verify the certificate — not just the declaration.
Vehicle registration document
We check that the vehicle registered matches the one the driver intends to use. Mismatches between the insurance and the vehicle are flagged for review.
Identity verification
Drivers verify their identity using photo ID (passport or driving licence). We cross-reference the name on the ID against all submitted documents. We don't share this data with senders.
Ongoing compliance checks
Verification isn't a one-time event. We re-check insurance documents annually and flag accounts when documents approach expiry. Drivers with lapsed insurance are suspended automatically until renewed proof is submitted.
Payment protection
Your money is never at risk. We hold it securely between you and the driver — it only moves when you're satisfied.
Escrow holds — not charges
When you accept a bid, we pre-authorise your card. This is a hold, not a charge. Your bank may show it as pending, but no money leaves your account until your item is confirmed delivered.
Payment only releases on confirmation
The driver doesn't get paid until you confirm delivery in the app. If you raise an issue instead of confirming, the payment hold is frozen and our dispute team steps in. The driver cannot force a release.
PCI DSS Level 1 card security
Card processing is handled by a certified payment provider, PCI DSS Level 1, the highest payment security standard. We never store your card number, CVC, or expiry date on our servers.
Automatic hold expiry
Card pre-authorisations expire after 7 days. Our system automatically cancels open jobs and releases holds within 6 days to ensure your money is never locked beyond that window, even if something goes wrong.
Photo proof system
Photos are the single most important piece of evidence in any dispute. We make them mandatory, not optional.
Collection photo — required
Drivers must upload a photo of the item at the point of collection before they can mark the job as in transit. This records the item's condition at handover and confirms collection happened.
Drop-off photo — required
A second photo is required at the drop-off location before the driver can trigger delivery confirmation. This records the item's condition on arrival and proves it reached the right address.
Timestamped and tamper-evident
Photos are uploaded directly via the app — you cannot upload a photo from your camera roll. Each photo is timestamped at upload and stored against the job permanently. We can detect substituted or edited images.
Dispute resolution
We take every dispute seriously. There is no automated system — a human reviews every case.
Raise it in the app
Tap Raise an Issue on the job before confirming delivery. Describe what happened and add supporting photos. This immediately freezes the payment and alerts our team.
Both sides are heard
We contact both the sender and the driver within 24 hours. Both parties can submit evidence — photos, messages, delivery notes. Neither side is assumed to be at fault before we've reviewed everything.
Resolution within 1–3 days
Most disputes are resolved in 1–3 business days. Complex cases may take up to 7 days. We'll notify both parties of our decision with a written explanation. Outcomes can include full refund, partial refund, or full release of payment to the driver.
Escalation route
If you disagree with a decision, email disputes@mule-it.co with additional evidence and a senior member of the team will review the case from scratch. We'd rather get it right than be right.
Community standards
Mule-it is a two-sided marketplace. Both senders and drivers are expected to treat each other with basic respect.
Zero tolerance for abuse
Threatening, harassing, or discriminating against another user — whether sender or driver — results in immediate account suspension. We take reports seriously and investigate every one within 24 hours.
Prohibited items
Mule-it cannot be used to transport illegal goods, hazardous materials, live animals, or anything that requires specialist transport licensing. We reserve the right to suspend accounts involved in misuse and report to authorities where required.
Report anything suspicious
If something doesn't feel right — a request to pay outside the app, an item that seems suspicious, behaviour that makes you uncomfortable — use the Report button in the chat or email safety@mule-it.co. Your safety is more important than completing a job.
For urgent safety issues, email us directly and we'll respond as quickly as possible — including outside business hours for serious incidents.
© 2026 Mule-it Ltd. Registered in England & Wales · Company No. 17006099