Refund & Cancellation Policy

Last updated: January 1, 2025

1. Service Overview

AxisFreight LLC ("AxisFreight," "we," "us") provides freight transportation and logistics services including Full Truckload (FTL), Less-Than-Truckload (LTL), hotshot/expedited trucking, flatbed, and refrigerated shipping across the contiguous United States. Payment is collected prior to or upon dispatch confirmation. This policy governs all refund and cancellation requests.

2. Cancellation Timeframes

Refund eligibility is determined by how far in advance of the scheduled pickup the cancellation request is received:

• More than 48 hours before pickup: Full refund issued. No cancellation fee.
• 24–48 hours before pickup: Refund minus a 10% cancellation and administrative fee.
• Less than 24 hours before pickup: Refund minus a 25% cancellation fee to cover carrier assignment, fuel, and dispatch costs already incurred.
• After pickup / load in transit: No refund available. The carrier has been dispatched and costs cannot be recovered.
• After delivery: No refund is available once the freight has been delivered and a signed proof of delivery (POD) has been obtained.

3. Eligible Reasons for Refund

In addition to standard cancellations, refunds or credits may be issued in the following circumstances:

• AxisFreight is unable to dispatch a carrier by the confirmed pickup date due to our own capacity failure.
• A duplicate payment was processed in error.
• A quoted rate was charged incorrectly due to a billing error on our part.
• Service could not be completed due to circumstances within AxisFreight's control.

Refunds are not issued for delays caused by weather events, road closures, natural disasters, shipper or consignee unavailability, or other circumstances outside our direct control.

4. How to Request a Refund

To submit a refund or cancellation request:

• Email us at billing@axisfreight.com with your load confirmation number, company name, and reason for cancellation.
• You may also call us at (800) 555-0199 during business hours (Mon–Fri, 7 AM–7 PM CST).
• Requests must be submitted in writing (email) to be processed.

We aim to review all refund requests within 2 business days of receipt.

5. Refund Processing Timeline

Approved refunds are processed as follows:

• Credit card payments: Refunded to the original card within 5–10 business days.
• ACH / bank transfer: Returned to the originating account within 5–7 business days.
• Wire transfer: Reversed within 7–10 business days, subject to bank processing times.

6. Partial Refunds

Partial refunds may be issued in cases where service was partially completed (e.g., freight was picked up but not delivered due to an issue at the carrier level). Partial refund amounts are calculated based on mileage completed and costs incurred at time of service interruption.

7. Disputes & Chargebacks

We encourage all customers to contact us directly before initiating a chargeback with their bank or card issuer. Chargebacks initiated without prior communication will be contested. AxisFreight reserves the right to suspend services for accounts with unresolved chargebacks.

8. Contact for Billing Questions

Email: billing@axisfreight.com
Phone: (800) 555-0199
Address: 4521 Commerce Blvd, Suite 300, Dallas, TX 75201