REFUND POLICY

Last Updated: December 23, 2025

1. OVERVIEW

At Royal Cargo Transport, we strive to provide exceptional service quality across all our offerings, including Freight Brokerage, Dispatch Service, Rate & Lane Analysis, Carrier Setup & Compliance, Documentation Service, and Dedicated Account Manager services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

By using our services, you acknowledge and agree to the terms of this Refund Policy.

2. GENERAL REFUND POLICY

3. SERVICE-SPECIFIC REFUND TERMS

3.1 Freight Brokerage Services ($299)

Refund Eligibility:

• Full Refund: Available if we fail to secure a carrier within 48 hours of your shipment request and you cancel the service before a carrier is assigned
• Partial Refund (50%): May be issued if a carrier is assigned but cancels before pickup, and we cannot provide a replacement carrier within a reasonable timeframe
• No Refund: Once a carrier has picked up the freight, no refunds will be issued for brokerage fees

Exceptions:

• Cancellations due to shipper's change of plans are not eligible for refunds
• Delays caused by weather, force majeure, or circumstances beyond our control do not qualify for refunds

3.2 Dispatch Service ($399/month)

Refund Eligibility:

• Full Refund: Available within the first 7 days of service if you are not satisfied and have not received any load assignments
• Prorated Refund: If we fail to provide the agreed-upon level of service (e.g., no load opportunities presented for 14+ consecutive days despite availability), a prorated refund for unused days may be issued
• No Refund: After 7 days or once load assignments have been provided, monthly fees are non-refundable

Cancellation:

• You may cancel at any time with 30 days' written notice
• No refunds for partial months unless service failure is documented

3.3 Rate & Lane Analysis ($199)

Refund Eligibility:

• Full Refund: Available if the report is not delivered within 5 business days of payment, or if the report contains significant errors that cannot be corrected
• Revision: We will provide one free revision if the initial report does not meet the specified requirements
• No Refund: Once the report has been delivered and accepted, no refunds will be issued

Subscription Plans:

• Monthly subscriptions can be cancelled with 15 days' notice
• No refunds for partial months or unused reports

3.4 Carrier Setup & Compliance ($249)

Refund Eligibility:

• Full Refund: Available if we are unable to complete the setup process due to our error or system failure
• Partial Refund (50%): May be issued if the setup is incomplete after 30 days due to delays on our part
• No Refund: If setup cannot be completed due to missing documentation, failed background checks, or compliance issues on the carrier's side

Important Note:

• Fees are non-refundable once the onboarding process has been initiated and documentation has been submitted for verification

3.5 Documentation Services ($149)

Refund Eligibility:

• Full Refund: Available if documents are not processed within the agreed timeframe (typically 24-48 hours) and this causes financial loss
• Partial Refund: May be issued for errors in documentation that require significant corrections
• No Refund: Once documents (BOL, rate confirmations, invoices, POD) have been generated and delivered, fees are non-refundable

Error Corrections:

• We will correct any errors at no additional charge
• Minor corrections do not qualify for refunds

3.6 Dedicated Account Manager ($499/month)

Refund Eligibility:

• Full Refund: Available within the first 14 days if you are not satisfied with the service level
• Prorated Refund: May be issued if we fail to provide 24/7 support as promised or if your dedicated manager is unavailable for extended periods without proper backup
• No Refund: After 14 days, monthly fees are non-refundable unless there is a documented service failure

Service Guarantee:

• We guarantee response times within 2 hours during business hours and 4 hours after hours
• Failure to meet these standards may result in service credits or partial refunds

4. FREIGHT PAYMENT REFUNDS

4.1 Shipper Refunds

Shippers may be eligible for refunds of freight charges in the following situations:

• Carrier No-Show: Full refund if carrier fails to pick up freight and no replacement is provided
• Service Failure: Partial or full refund if freight is not delivered as agreed due to carrier negligence
• Overcharge: Refund of the difference if you were charged more than the agreed rate confirmation
• Duplicate Charges: Full refund of any duplicate or erroneous charges

4.2 Carrier Refunds

Carriers may be eligible for refunds in the following situations:

• Shipper Cancellation: Compensation for detention time if freight is not ready after arrival
• Billing Errors: Refund or credit for any fees incorrectly deducted from payment
• Load Cancellation: Dry run compensation if load is cancelled after arrival at pickup location

5. NON-REFUNDABLE ITEMS

The following are strictly non-refundable:

• Services that have been fully rendered or completed
• Third-party fees (insurance verification, background checks, credit checks)
• Accessorial charges (detention, layover, lumper fees) that have been incurred
• Cancellation fees charged by carriers or shippers
• Administrative fees for processing refunds or chargebacks
• Services cancelled after the specified cancellation period
• Fees for services used in violation of our Terms of Service

6. REFUND REQUEST PROCESS

6.1 How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Contact us within 30 days of the service date or charge
• Step 2: Provide your account information, invoice number, and service details
• Step 3: Clearly explain the reason for your refund request
• Step 4: Submit any supporting documentation (emails, screenshots, delivery records)
• Step 5: Allow 5-10 business days for review and response

6.2 Required Information

Your refund request must include:

• Full name and company name
• Contact information (email and phone)
• Invoice or transaction number
• Date of service or charge
• Detailed explanation of the issue
• Requested refund amount
• Supporting documentation

6.3 Review Process

• All refund requests are reviewed by our management team
• We will investigate the circumstances and may request additional information
• You will receive a written response within 10 business days
• If approved, refunds are processed within 7-14 business days
• If denied, we will provide a detailed explanation

7. REFUND METHODS

7.1 Payment Method

Refunds will be issued using the original payment method whenever possible:

• Credit Card: Refunds appear within 5-10 business days
• ACH/Bank Transfer: Refunds processed within 7-14 business days
• Check: Mailed within 14 business days of approval
• Account Credit: Applied immediately for future services

7.2 Processing Time

• Approved refunds are initiated within 7 business days
• Bank processing times may vary by institution
• International refunds may take up to 30 days

8. CHARGEBACKS AND DISPUTES

8.1 Chargeback Policy

We encourage you to contact us directly before initiating a chargeback with your bank. Chargebacks may result in:

• Suspension of your account pending investigation
• Additional fees to cover chargeback processing costs ($25-$50)
• Termination of service if chargeback is found to be fraudulent
• Reporting to credit agencies if applicable

8.2 Dispute Resolution

If you disagree with our refund decision:

• You may request a secondary review by senior management
• Provide any additional evidence or documentation
• We will conduct a final review within 15 business days
• Our decision after secondary review is final

9. SERVICE CREDITS

In some cases, we may offer service credits instead of refunds:

• Credits can be applied to future services
• Credits are valid for 12 months from issue date
• Credits are non-transferable and have no cash value
• Credits cannot be combined with other promotions unless specified

10. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

10.1 Force Majeure

No refunds will be issued for service delays or failures caused by:

• Natural disasters (hurricanes, floods, earthquakes)
• Severe weather conditions
• Government actions or regulations
• Pandemics or public health emergencies
• War, terrorism, or civil unrest
• Strikes or labor disputes

10.2 Third-Party Service Failures

We are not responsible for refunds related to:

• Carrier performance issues beyond our control
• Shipper delays or cancellations
• Third-party technology or system failures
• Payment processor errors

10.3 Goodwill Refunds

At our sole discretion, we may issue goodwill refunds or credits for:

• Exceptional circumstances not covered by this policy
• Long-term customer relationships
• Service recovery situations

Goodwill refunds do not set precedent for future requests.

11. MODIFICATIONS TO THIS POLICY

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated via:

• Email notification to active customers
• Notice on our website
• Update to the "Last Updated" date

Your continued use of our services after changes constitutes acceptance of the modified policy.

12. CUSTOMER SATISFACTION COMMITMENT

While our refund policy has specific terms, we are committed to customer satisfaction. If you are unhappy with our services, we encourage you to:

• Contact your dedicated account manager or customer service team
• Discuss your concerns and allow us to address them
• Work with us to find a mutually acceptable solution

We value your business and will make every reasonable effort to resolve issues before considering refund requests.

By using Royal Cargo Transport services, you acknowledge that you have read and understood this Refund Policy.