This policy covers both FreightCMD products: Management OS (tenant fleet subscription) and FCMD Connect (marketplace trips). The checkout confirmation identifies the payment recipient and responsible transport provider; FreightCMD is not universally the merchant or carrier.
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 dispatch but before pickup: documented work already performed and any cancellation charge shown in the accepted quote may be retained; the remainder is refundable.
- After loading or in transit: trip is non-refundable; partial completion is billed pro-rata.
- A disclosed platform or gateway fee may be non-refundable only to the extent already incurred and permitted by law.
- 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
- Any disclosed deposit or gateway fee is treated according to the accepted confirmation and whether the cost was actually incurred.
- A disclosed withdrawal fee is non-refundable after the bank transfer has been initiated.
- A disclosed COD handling fee is earned after recorded cash handover and reconciliation.
- Trip allowances are reconciled using trip records and receipts. A driver may dispute an unsupported recovery before final resolution.
4. Refund timelines
We aim to initiate an approved refund within 7 working days to the original payment method where possible. Bank and gateway processing can add time. A ledger correction is not a promise that external funds have reached a bank account.
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.