Refund Policy

1. General Refund Policy

 

 

All sales and service fees paid to Equally Connected Logistics Group are generally non-refundable, as transportation services involve time, fuel, scheduling, and operational costs that begin as soon as a booking is confirmed.

 

Refunds may be issued only under specific circumstances outlined below.

 

 

 

 

2. Cancellations Made by the Customer

 

 

 

Standard Deliveries (Freight, Last-Mile, Non-Medical Loads)

 

 

• Cancellations made 24 hours or more before the scheduled pickup may be eligible for a partial refund minus administrative fees.

• Cancellations made within 24 hours of pickup are not eligible for a refund.

 

 

 

Medical Courier & Time-Sensitive Deliveries

 

 

• Medical, specimen, pharmaceutical, or urgent healthcare deliveries are non-refundable once assigned to a courier or dispatched.

• If canceled before assignment, a partial refund may be considered.

 

 

 

Hazmat Deliveries

 

 

• Due to regulatory compliance and special handling requirements, hazmat bookings are non-refundable once scheduled.

• If canceled before verification/documentation has begun, partial refunds may be considered.

 

 

 

Military & Government Loads

 

 

• Military/government shipments are non-refundable once the load has been accepted or dispatched.

• If canceled before route planning or security processing, refunds may be reviewed on a case-by-case basis.

 

 

 

 

 

3. Cancellations Made by Equally Connected Logistics Group

 

 

If your service is canceled by us due to reasons within our control (such as driver unavailability or internal issues), you will receive one of the following options:

 

• A full refund, or

• A rescheduled delivery at no additional charge

 

 

Delays or cancellations caused by weather, road closures, accidents, or other events outside our control do not qualify for refunds.

 

 

 

 

4. No-Show Policy

 

 

If the customer or pickup location is not prepared when the courier arrives, the service fee will not be refunded. Additional wait-time or redelivery fees may apply.

 

 

 

 

5. Incorrect or Incomplete Information

 

 

Refunds will not be provided if the customer:

 

• Provides incorrect pickup/dropoff addresses

• Misrepresents cargo (especially Hazmat)

• Fails to provide required documentation

• Does not properly package items

• Books a service that cannot be completed due to client error

 

 

 

 

 

6. Service Quality Concerns

 

 

If you believe the service provided did not meet expectations, you may submit a written request for review within 48 hours of delivery. Refunds or partial credits will be considered based on documented evidence and the nature of the issue.

 

 

 

 

7. How to Request a Refund

 

 

To request a refund review, please contact:

 

Equally Connected Logistics Group

Email: _________

Phone: _________

 

Please include:

 

• Your name

• Booking number

• Date of service

• Reason for refund request

• Any supporting documentation

 

 

Refund processing may take 5–10 business days once approved.

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8. Final Decision

 

All refund decisions made by Equally Connected Logistics Group are final.

Refunds are issued only when they meet the terms listed above.

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