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Silver Promos

Refund & cancellation

How cancelling dispatch support, refunds and billing questions are handled.

Draft: requires legal review

This document is a working draft for review by Silver Promos and its legal counsel. Items in [brackets] need a business decision. Have it reviewed and approved before relying on it.

Scope

This policy applies to dispatch support services purchased from Silver Promos. If you have a signed service agreement with us and it conflicts with this policy, the agreement controls.

How dispatch support is billed

Fees, billing frequency and payment method are agreed with you in writing before any dispatch support begins. Silver Promos does not collect freight payments from brokers or shippers on your behalf unless that is agreed in writing. [Business decision: describe the fee model, e.g. percentage of gross load revenue, flat weekly fee, or per-load fee.]

Cancelling service

  • You may cancel dispatch support at any time by calling (914) 904-6767.
  • Cancellation takes effect [business decision: immediately / after a notice period of X days] once we confirm it.
  • Loads already booked before cancellation remain subject to the fees agreed for those loads, because the dispatch work for them has already been performed.
  • No new loads will be booked on your behalf after cancellation takes effect.

Refunds

Because dispatch support is a service performed as loads are searched, negotiated and coordinated, fees for work already completed are generally non-refundable. Refunds may be issued in these situations:

  • You were charged more than once for the same service or period (duplicate charge).
  • You were charged for a period or load after your cancellation took effect.
  • You prepaid for a period of service that we did not provide. [Business decision: full or pro-rated refund.]
  • A billing error on our side resulted in an incorrect amount.

Fees are not refunded because of market conditions, rates offered by brokers, load cancellations by a broker or shipper, or a carrier’s decision to decline or cancel a load it accepted.

How to request a refund

Call (914) 904-6767 within [business decision: X] days of the charge and tell us the date, amount and reason. We will review the request and reply within [X] business days. Approved refunds are returned to the original payment method, and card refunds typically take 5–10 business days to appear, depending on your bank.

Card disputes

If you believe a card charge is wrong, please contact us first. Most billing questions can be resolved quickly by phone. You keep the right to dispute a charge with your card issuer.

Changes to this policy

We may update this policy. The version posted on this page applies from its effective date. [Add effective date.]

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