Refund Policy

1. Overview

ETS Logistics LLC (“ETS”, “we”, “us”) provides truck dispatch services and trailer rentals to motor carriers and owner-operators. Because our dispatch services are intangible and are performed in real time, refunds are handled according to the rules below. If your signed dispatch service agreement contains different refund terms, the terms of that agreement apply.

2. How we bill

• Percentage-based plans: a dispatch fee equal to the agreed percentage of the gross line-haul rate is charged only for loads that you approved and that we booked on your behalf.
• Flat-rate plans: a fixed fee for an agreed service period, as stated in your dispatch service agreement.
• Every charge is itemized on an invoice or receipt that shows the load or service period it relates to. We never charge hidden or undisclosed fees.

3. When you are eligible for a refund

• Cancelled loads: if a booked load is cancelled by the broker or shipper before pickup and you receive no payment for it (for example, no Truck Order Not Used / TONU payment), any dispatch fee you already paid for that load will be refunded in full.
• Billing errors: duplicate charges, charges for an incorrect amount, or charges for a load we did not book will be refunded in full.
• Unused flat-rate service: if you cancel a prepaid flat-rate plan before any load has been booked during that service period, you will receive a full refund for that period. If loads have already been booked during the period, the unused portion will be refunded on a pro-rated basis.
• Service not provided: if we fail to provide a service you paid for, you will receive a full refund for that service.

4. Non-refundable charges

• Dispatch fees for loads that you approved and that were picked up and delivered.
• Fees for loads that were delayed, rescheduled or affected by circumstances outside our control, such as weather, road closures, equipment breakdowns, shipper or receiver delays, or broker payment disputes.
• Trailer rental charges for the period the equipment was in your possession. Trailer returns are covered by our Return Policy.

5. How to request a refund

Contact us within 30 days of the charge by email or phone using the details below. Please include:

• Your name, company name and MC/DOT number
• The invoice or receipt number and the date of the charge
• The load number (if applicable) and the reason for your request

6. Review and processing time

We will confirm receipt of your request within 2 business days and let you know our decision within 5 business days. Approved refunds are issued to the original payment method (for example, the card or PayPal account used) within 5–10 business days of approval. Your bank or card issuer may take additional time to post the refund to your account.

7. Late or missing refunds

If you haven't received an approved refund after 10 business days, please check your bank or card account again, then contact your card issuer or payment provider, as posting times vary. If you still have not received it, contact us and we will trace the refund for you.

8. Payment disputes

If you believe a charge is incorrect, please contact us first. We resolve most billing questions quickly and directly. This does not limit any rights you have with your card issuer or payment provider.

9. Changes to this policy

We may update this Refund Policy from time to time. The updated version will be posted on this page with a new effective date. Changes do not apply retroactively to charges made before the update.