FreightX

Disputes policy

Effective 1 September 2026 · Draft — pending legal review ⚠️

Disputes exist so that neither party has to chase the other for money. Opening one freezes the trip's escrow; FreightX operations then decides on the evidence the platform already holds.

1. Who can open a dispute, and when

The Client or the Transporter on a booking may open a dispute from the trip page or the API at any point between acceptance and settlement. FreightX also opens disputes automatically when an offloading weighing differs from the loading weighing by more than the tolerance (⚠️ 0.5%) on a bulk trip.

2. What happens immediately

  • The escrow hold is frozen — it cannot be released to the Transporter or refunded to the Client until resolution.
  • Both parties and FreightX operations are notified; the reason is recorded on the trip's audit timeline.
  • The trip itself may continue (a dispute about waiting time does not stop the delivery).

3. Evidence

We decide on the platform record first: the trip declaration, milestones with device timestamps and GPS positions, weighbridge slips, the signed POD, photos attached to extras and incidents, the messages between the parties, and the audit timeline. Either party may upload further evidence to the trip within two business days of the dispute being opened. Evidence created outside the platform is weighed accordingly.

4. Resolution

FreightX operations aims to resolve within five business days of the evidence window closing. The outcomes are:

  • Release — the escrow (including approved extras) is released to the Transporter minus commission, and the trip completes.
  • Refund — the escrow is refunded to the Client's wallet in full and no commission is charged.
  • Partial — where the facts support it, a split release/refund recorded as two linked ledger entries ⚠️ (manual at launch).

The decision and reasons are written to the trip's audit timeline and sent to both parties.

5. Incidents

Theft, hijacking, accident, cargo damage, and breakdown are handled as incidents rather than disputes: the escrow freezes the same way, but resolution follows the insurance claim (see the Terms, section 10). A trip with an open incident cannot be confirmed or released until FreightX closes the incident — by unfreezing (trip continues), releasing, or refunding.

6. Delivery confirmation escalation

If a Client neither confirms nor disputes a delivered trip within five days of a signed POD, the case escalates to FreightX operations, who may release the escrow on the evidence. Clients receive reminders at 24 and 48 hours.

7. Appeals and external remedies

Either party may ask for a review by a second operations lead within five business days of a decision; the review is on the record only. Nothing in this policy limits your right to approach the Consumer Goods and Services Ombud, the courts, or arbitration under the contract of carriage between the parties. Escrow decisions are made in good faith on the platform record and FreightX's liability is limited as set out in the Terms.

8. Abuse

Disputes opened to delay payment, or incidents reported to freeze a trip without cause, are breaches of the Terms and lead to suspension.

Questions about this policy: support@freightx.co.za.