Refund & Cancellation Policy

1. Load Cancellation by Shipper

When a Shipper cancels a paid load before carrier collection, the refund is issued automatically and immediately by Stripe to the original payment method. No manual refund request is required. Please allow 5–10 business days for funds to appear in your account, depending on your card issuer.

Stripe’s original payment processing fee is non-recoverable and will be deducted from the refund amount. This is a Stripe policy and cannot be waived by The Carrier Hub.

Once the Carrier has collected the goods (load status changes to “In Transit”), the Carrier has commenced performance of the service. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134), Regulation 36, the right to cancel and receive a refund does not apply once a service has begun at the consumer’s request. No refund is available at this stage.

2. Load Cancellation by Carrier

If a Carrier cancels after accepting a Bid (whether before or after collection), the Shipper receives a full refund issued automatically by Stripe. No manual refund request is required. The refund is less Stripe’s non-recoverable processing fee.

Carriers must provide a reason for cancellation through the Platform. Repeated cancellations (three or more in any 30-day period) will trigger an account review and may result in suspension or removal from the Platform.

3. Subscription Cancellation

Carrier and Shipper subscriptions may be cancelled at any time through your account settings. Cancellation takes effect at the end of the current billing period. No partial-month refunds are issued for the remaining days of the current billing period.

4. Delivery Concerns and Disputes

Because the Platform uses Stripe's Destination Charges model, payment is released automatically to the Carrier upon POD upload. The Platform does not hold funds and cannot reverse or suspend payment releases after a POD has been submitted.

If you have a concern about a delivery (e.g., goods not received, goods damaged, incorrect delivery):

1. Contact the Carrier directly using the in-app messaging system to attempt resolution.
2. Raise a formal concern through the Platform using the "Raise Concern" button on your load detail page. This creates a logged record of your concern and notifies the Carrier.
3. Use an independent ADR service if direct resolution is not possible:
   • IDRS Ltd (ICAEW company) -- commercial freight and logistics disputes: idrs.london
   • CIArb (Chartered Institute of Arbitrators) -- higher-value commercial arbitration: ciarb.org
   • RHA Dispute Resolution Service -- road haulage disputes: rha.uk.net
   • Small Claims Court (Money Claims Online) -- claims up to £10,000 (England & Wales): moneyclaim.gov.uk

The Carrier Hub does not adjudicate disputes between Shippers and Carriers and cannot issue refunds for completed deliveries where payment has been released. Your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and applicable consumer protection legislation are unaffected.

5. Non-Refundable Items

The following are non-refundable in all circumstances:

• Stripe's original payment processing fee on any transaction (this is a Stripe policy and cannot be waived by The Carrier Hub)
• Subscription fees for periods already elapsed

6. Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

7. Contact

For questions about a refund or cancellation, contact us at [email protected]. Refunds for eligible cancellations are processed automatically -- you do not need to contact us to initiate a refund. If you believe a refund has not been processed correctly, please contact us with your load reference number and we will investigate within 5 business days.