Help

Support

Real humans answer most messages within a business day. For anything time-sensitive on an active trip, message your driver directly from the trip page.

Booking a trip

Open the Palomo app or dashboard and tap Ship a horse. Enter pickup and delivery, dates, and the horses on the trip. You'll receive qualified quotes from background-checked, insured transporters within minutes.

Accepting a quote

Review quotes side-by-side, then tap Accept on the one that fits. Payment is held securely until pickup is confirmed. You can message the driver directly from the trip page.

Tracking a trip

Once a trip is in transit, the trip page shows live GPS, ETA, and updates from each stop. Owners get push notifications at pickup, in-transit, and delivery milestones.

Documents

Coggins, health certificates, vaccination records, and insurance can be uploaded from each horse profile. Files saved to a horse are reused on every future trip.

Payments and refunds

We collect a deposit on quote acceptance and the balance on delivery. If a trip is canceled before pickup, the deposit is returned per the transporter's policy. Email support for any payment issue and we'll resolve it manually.

Driver and dispatcher accounts

Transporters apply through the Become a Transporter flow. After verification, dispatchers can manage vehicles, drivers, and active jobs from the Pro dashboard. Payouts run through Stripe Connect to your linked bank account.

Account changes

Update your profile, phone number, and notification preferences from the dashboard or the iOS app's Account tab. To delete your account in the iOS app, open Account, choose Delete account, and confirm.

Contact us

Email support@palomo.app for help with bookings, payments, accounts, or anything else. Include your trip number if it's about a specific shipment so we can route the message faster.

For privacy or data requests, see the Privacy Policy.