01 Scope of this policy
This policy explains how to cancel or change dispatch coordination, load booking, and related logistics support requested through this website, by phone, or by email. It also covers how carrier-side cancellations of accepted loads are handled. It does not replace the specific terms of a signed carrier agreement, which take priority where they differ from this page.
02 How to request a cancellation
You can cancel or change a requested service in two ways:
- By emailing hello@masterhaul.com from the address or number on file.
- By calling or messaging your Masterhaul dispatch contact directly.
Please include your name or company name, the service or load reference, the scheduled date and lane, and the reason for the change. A cancellation is not considered effective until we confirm receipt of the request in writing.
03 Cancellations before service begins
If you cancel with reasonable advance notice, before dispatch work has begun, capacity has been reserved, or a load has been booked with a broker or shipper on your behalf, cancellation is typically accepted without additional charges. Where a specific invoice or service agreement sets different terms, those terms apply.
04 Late & same-day cancellations
Cancellations made close to a scheduled pickup, delivery, or dispatch window may result in a cancellation charge, because Masterhaul or a carrier partner may already have committed resources, reserved equipment, scheduled a driver, or accepted a load with a third party on your behalf. Where fees apply, they depend on:
- How much notice was given before the scheduled service
- The type of service and lane involved
- Charges already imposed by a carrier, broker, or other third party
- Work or coordination already completed
- Terms agreed at the time the service was booked
05 Cancellations by Masterhaul
We may need to cancel or decline a service when circumstances outside our reasonable control make it impossible or unsafe to proceed, for example severe weather, road closures, equipment breakdown, carrier unavailability, safety concerns, government restrictions, or incomplete or inaccurate shipment information. Where practical, we'll notify you promptly and try to offer an alternative.
06 Cancellations by a carrier
Carriers working with Masterhaul are expected to give as much notice as possible if they're unable to complete a load or dispatch commitment they've already accepted. Late cancellations by a carrier may affect future load assignments and standing with Masterhaul, and may be subject to the terms of the applicable carrier agreement.
07 Third-party commitments
Masterhaul does not control the cancellation policies of brokers, shippers, receivers, load boards, marketplaces, or other third parties. Any fees or consequences a third party imposes because of a cancellation remain subject to that party's own terms, and Masterhaul is not responsible for them.
08 Non-refundable items
Certain charges, including third-party fees already incurred, completed dispatch work, and administrative costs, may be non-refundable once a cancellation is processed. Where this applies, it will be communicated as part of the relevant service agreement or booking confirmation whenever reasonably possible. See our Refund Policy for more on how refunds are handled.
09 Policy changes
We may update this Cancellation Policy from time to time to reflect changes in how we operate. The updated version will be posted on this page with a revised date.
10 Contact
Need help cancelling, or have a question about a specific booking? Email hello@masterhaul.com. We aim to respond within one business day.
This policy is a website template tailored to the current Masterhaul site structure. Before publishing, confirm carrier agreements, customer contracts, and jurisdiction-specific requirements with appropriate legal counsel.
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