Refund Policy

Scope

This policy covers subscription fees, implementation fees and add-on modules purchased directly from Freight Puzzle.

Trials and evaluation

Where a free trial or paid pilot is offered, you may stop at the end of the trial period at no further cost. Fees already invoiced for a paid pilot are not refundable once onboarding has started.

Subscription cancellations

Subscriptions renew automatically unless cancelled at least 30 days before the renewal date. Cancelling stops the next renewal; fees for the current term remain payable.

When we issue refunds

We refund duplicate payments, billing errors and charges taken after a valid cancellation, in full.

If a paid module is unavailable for a prolonged period due to a fault on our side, we issue a pro-rated service credit for the affected period.

Non-refundable items

Implementation, data migration and custom development work already delivered, and third-party or carrier fees passed through at cost, are not refundable.

How to request a refund

Send your request through the contact page with the invoice number and reason. Approved refunds are returned to the original payment method within 10 business days.