Refund Policy

This Refund Policy explains how refunds work on CargoGenix. It supplements our Terms of Service.

1. Subscription Fees

• Free trial: Paid plans currently include a 14-day free trial. You may cancel at any time during the trial without being charged.
• After trial: Subscription fees are charged in advance for each billing period and are non-refundable except as required by applicable law.
• Cancellation: You may cancel from your subscription settings. Cancellation takes effect at the end of the current billing period; you keep access until then. You may also choose immediate cancellation, in which case access ends immediately and no refund is issued for the remainder of the period.

2. Shipment Bid Amounts (Escrow)

When a shipper accepts a bid and pays, the bid amount is held in escrow until delivery is confirmed.

• Before pickup: If the carrier has not yet picked up the cargo and both parties agree to cancel, escrow funds (less Stripe processing fees that are non-recoverable) are returned to the shipper.
• In transit: Cancellation in transit is at the carrier's reasonable discretion; partial refunds may be issued depending on the work performed and any non-recoverable costs incurred.
• After delivery: Once the carrier marks delivery and the inspection window closes (currently 24 hours) without a dispute, escrow is released to the carrier and is generally non-refundable.
• Disputes: If you dispute the POD within the inspection window, escrow is held until the dispute is resolved. Resolution outcomes may include full refund, partial refund, or release to the carrier.

3. Platform Fees

• The 5% shipper platform fee and 3% carrier platform fee are earned upon successful completion of a shipment and are not refunded after release of escrow.
• If a shipment is cancelled before pickup, platform fees are returned with the shipper's escrowed funds.
• If a dispute is resolved fully in the shipper's favor, the shipper's platform fee is refunded.

4. Stripe Processing Fees

Stripe's payment processing fees are imposed by Stripe and are generally non-recoverable. We pass through these fees and cannot refund amounts retained by Stripe.

5. How to Request a Refund

• For a shipment-related refund, open a dispute through the shipment's POD page or contact admin@cargogenix.com within the inspection window.
• For a subscription-related refund or billing question, contact billing@cargogenix.com.

6. Processing Time

Approved refunds are issued to the original payment method via Stripe and typically appear in 5–10 business days, depending on your bank. Bank-side delays are outside our control.

7. Chargebacks

Initiating a chargeback with your card issuer instead of contacting us first may result in account suspension while the chargeback is investigated. Please reach out to us first so we can resolve the issue directly.

8. Contact

Questions about refunds or billing? Email billing@cargogenix.com.