HOZGO app support

How to get help

Email info@hozgo.co.uk. Tell us your name, the email address on your account and, if it is about a job, the collection and delivery postcodes and the travel date. That gets you a useful answer the first time.

HOZGO is run by two working horse transporters. Michelle and George still drive, so a reply may not be instant, but every email is read and answered.

Getting the app

HOZGO is on the Apple App Store and on Google Play. Search for HOZGO, or use the links on hozgo.co.uk. It is free to download, and you can look around before you book anything.

Creating an account

Open the app and register. You can use an email address and password, Continue with Google, or Continue with Apple. Use whichever you will remember, because that is how you sign back in.

Getting a price and making a booking

Enter the collection postcode, the delivery postcode, the date and how many horses are travelling. The app returns a price in real time. If you accept it, your job goes out to HOZGO Approved transporters. Nothing is added on top at checkout.

When your card is charged

A hold is placed on your card when you book. That is not a payment and the money stays with you. It is taken on the day of the trip. The transporter is paid after the job is completed.

If nobody accepts your job

If no approved transporter will take the job at the price you were given, they can send you their own offers instead. You will see those offers in the app and you can choose one, or choose none.

If nobody accepts and you take no offer, the hold on your card is released and nothing is taken. There is nothing to refund, because nothing was charged.

Seeing who is coming, and tracking the journey

Once a transporter accepts, you can see their profile in the app. Every transporter on HOZGO has passed our six document checks before being offered any work. On the day, the app shows live updates through the journey, so you can see where the lorry is without having to telephone and ask.

Where your booking documents live

The documents and details for a journey are kept with the job in the app. Open it in your jobs list and they are there, before, during and after the trip.

Changing or cancelling a booking

Do it in the app, or email info@hozgo.co.uk, as early as you can.

If no transporter has been allocated yet, the hold on your card is released and nothing is taken. Once one has been allocated, they have set aside a lorry and a driver for your date, so what happens depends on how close to the travel date it is. We will tell you where you stand before anything is taken.

Getting in touch about a job in progress

Use the messages tab in the app to speak to the transporter carrying your job. That keeps everything with the booking. If something is going wrong and you need us, email info@hozgo.co.uk with the postcodes and the date, and mark it urgent.

Resetting your password

On the sign-in screen, choose the forgotten password option and enter your email address, then follow the link we send you. If you signed up with Continue with Google or Continue with Apple, you have no HOZGO password. Reset it with Google or Apple instead.

Deleting your account

You can ask us to delete your account at any time. Email info@hozgo.co.uk from the address on your account and say you want it deleted.

Your profile, your contact details and your sign-in are removed. Messages and job records linked to you are deleted or made anonymous. We have to keep records of completed and paid jobs, because payment and tax law requires it, and a transporter's approval documents are kept for as long as we need them to show a check was properly made. We will tell you what is kept and why. Deletion does not cancel a job already under way.

Help for transporters

How to apply. Download the app, create a transporter profile and upload your documents. You cannot receive jobs until you are approved.

The six documents. Your driver licence, your vehicle registration, your lorry insurance, your public liability insurance, your care, custody and control insurance, and your Type 2 transporter authorisation.

How approval works. Michelle and George check every document themselves, and we may come back to you with a question. Once approved, jobs appear in your feed. You can accept at the price shown, and the first to accept takes the job, or you can send the customer your own offer if you cannot do it for that price. A contract is signed in the app on every job.

Keeping your approval. If a policy, a licence or an authorisation lapses or changes, tell us straight away and stop accepting work until it is back in place. We may ask for updated documents at any time.

Getting paid. You are paid after the job is completed. Payments run through Stripe. HOZGO's service fee is taken out of the job price, so the figure you see on a job is your figure, with nothing to invoice us for afterwards.

Reporting a problem with a transporter or a customer

Email info@hozgo.co.uk with the postcodes, the date and what happened. Tell us even if it has been sorted out between you, because it affects whether somebody stays on HOZGO. If a horse or a person is at risk, contact the emergency services first, then tell us.

Reporting a bug

Email info@hozgo.co.uk with what you were doing, what you expected and what happened instead. Tell us whether you are on iPhone or Android, and send a screenshot if you can. We built this from inside the industry, and we would rather hear it than not.