1. 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.
2. White-label add-on (Enterprise)
- The one-time setup fee is non-refundable once provisioning has begun.
- The recurring monthly add-on fee is non-refundable for the current period.
- The add-on can only be cancelled by contacting our team; it does not cancel automatically from the billing page.
3. Trip cancellations
- Before a vehicle is dispatched: full refund, no cancellation fee.
- After a vehicle is dispatched but before pickup: a fee equal to the deadhead distance plus base fee may apply.
- After loading or in transit: trip is non-refundable; partial completion is billed pro-rata.
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.
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 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.