This policy covers both FreightCMD products: Management OS (tenant fleet subscription) and FCMD Connect (on-demand marketplace trips paid through FCMD as merchant of record).
1. Management OS subscription plans & trials
- The 7-day free trial (Starter and Growth only) is not charged; if you do not purchase a plan, access simply ends.
- Monthly subscription fees are billed in advance and are non-refundable for the current period once charged.
- You may cancel at any time; cancellation stops the next renewal and access continues until the end of the paid period.
- Upgrades are prorated for the current period; downgrades apply from the next period with no partial refund.
- Failed renewal charges are retried automatically; access is only suspended after retries are exhausted.
2. Trip cancellations (both products)
- Before a vehicle is assigned / dispatched: full refund of the trip amount held in escrow; no cancellation fee.
- After a vehicle is dispatched but before pickup: a fee equal to the vehicle-class base fare plus the deadhead surcharge (default 15% of loaded km) already driven may be retained; the remainder is refunded.
- After loading or in transit: trip is non-refundable; partial completion is billed pro-rata.
- Platform surcharge (0.5%) and payment-gateway fees on the collected amount are non-refundable.
- For FCMD Connect, driver commission is only released from escrow after successful delivery + PoD; cancelled trips do not accrue commission to the driver.
3. Wallet, top-up & payout refunds
- Wallet top-up fees (0.5%) are non-refundable once the top-up has been credited.
- Instant payout fees (1.0%) are non-refundable once the payout has been initiated to the bank.
- COD cash-handling fees (1.5%) are charged on reconciled COD and are non-refundable once cash has been handed over and receipted through the platform.
- Fuel float credited to a driver at trip assignment is reconciled at delivery; any unused portion is automatically clawed back and does not require a refund request.
4. Refund timelines
Approved refunds are processed within 7 working days to the original payment method. Bank settlement times may add 1-5 working days. Card refunds are processed through the original gateway (PayHere in LKR, Stripe in USD); wallet refunds are instant.
5. Disputes
If you believe an invoice or charge is incorrect, raise it within 14 days of issue. We will review the trip record, GPS log, quote snapshot, wallet audit log and pricing breakdown, and respond within 5 working days.
6. Service failures
If we materially fail to deliver agreed service (e.g. no-show), you will not be charged for that trip, and any prepayment will be refunded in full.
7. Contact
For refund requests, use the Contact page and include the request number and reason.