01 Overview
We want you to feel confident working with Masterhaul. This policy explains when service fees are refundable, how third-party and carrier charges are treated, and how to request a refund. Any refund or credit is ultimately handled according to the specific service agreement, invoice, or written payment terms applicable to you.
02 Refund-eligible situations
A refund of service fees may be appropriate when:
- You cancel before dispatch work has begun and before capacity or a load has been committed on your behalf.
- Masterhaul is unable to deliver the agreed service due to an error on our part.
- A duplicate charge or billing error has occurred.
03 Non-refundable items
The following are generally not refundable once incurred:
- Completed dispatch work — load research, booking, broker or shipper communication, and paperwork support already performed.
- Third-party fees — charges imposed by brokers, marketplaces, shippers, receivers, or payment providers that have already been paid on your behalf.
- Late cancellations — fees that apply under our Cancellation Policy when a service is cancelled with limited notice.
Why? Once dispatch work is performed or a fee is paid to a third party, it generally cannot be recovered or reversed.
04 Partial refunds
Where work has partially begun, we may, at our discretion, issue a partial refund reflecting the portion of the service not yet performed. Any deduction will be explained clearly before it's processed.
05 How to request a refund
Email hello@masterhaul.com with:
- Your name or company name and the email or phone number used when the service was arranged
- The relevant invoice, booking, or service reference
- A brief description of why a refund is being requested
We aim to review refund requests within a reasonable time and will confirm the outcome in writing.
06 Timing of approved refunds
Where a refund is approved, the timing of the credit depends on the original payment method and the relevant payment provider, and can typically take several business days to appear.
07 Contact
Refund questions should be sent to hello@masterhaul.com. See also our Cancellation Policy.
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