Refunds Policy

Effective June 2026  ·  support@haulor.ai

1. HUB Marketplace Listing Fees

PARTS listings are free to post — no fee applies.

TRUCK and JOB listings require a listing fee paid via Stripe at the time of submission.

• Within 24 hours of payment and before activation: full refund available on request.
• After 24 hours or after the listing is activated: non-refundable.

To request a refund, email support@haulor.ai with the subject “HUB Listing Refund — [Listing ID]”.

2. Featured Boost Fees

Featured boost fees are non-refundable once the featured period has been activated and your listing appears in promoted positions. If Haulor removes a listing for policy violations, no refund of featured fees is provided.

3. Freight Load Payments

Payments from shippers and brokers for booked loads are held in Stripe escrow until delivery is confirmed.

• Confirmed delivery: funds released to carrier within 2 business days.
• Load cancelled before carrier pickup: full refund to shipper within 5–7 business days.
• Load cancelled after carrier pickup: partial refund subject to carrier’s incurred costs. Resolution via Haulor’s dispute process (see Section 5).

4. Premium Carrier Subscriptions

• Monthly plans: prorated refund available if requested within 7 days of the billing date. No refund after 7 days.
• Annual plans: prorated refund for unused full months if cancelled within 30 days of purchase. No refund after 30 days.
• Downgrading to the free tier takes effect at the end of the current billing period. No partial refunds for mid-period downgrades.

5. Disputed Loads

Either party may open a dispute within 48 hours of the scheduled or actual delivery time by emailing support@haulor.ai.

• Disputed funds remain frozen in Stripe escrow until resolution.
• Haulor support will review and issue a decision within 5 business days.
• Haulor’s decision is final for amounts under $5,000 CAD.
• Disputes over $5,000 CAD proceed to binding arbitration in Toronto, Ontario.

6. Verification Fees

Identity and document verification fees are non-refundable regardless of outcome. Re-verification fees (required after expiry or failed re-verification) are also non-refundable.

7. How to Request a Refund

Email support@haulor.ai with:

• Subject: “Refund Request — [Order or Listing ID]”
• Your account email address
• Stripe transaction ID (found in your email receipt)
• Reason for the request

We will respond within 2 business days. Approved refunds are processed by Stripe and typically appear within 5–10 business days depending on your bank.