FreightX

Refunds policy

Effective 1 September 2026 · Draft — pending legal review ⚠️

This policy explains when money held on the FreightX platform is returned. Read it with the Terms of service and the Disputes policy.

1. Wallet top-ups

  • Top-ups are credited to your wallet once the payment gateway confirms them. A confirmed top-up is not refundable to the card or account it came from; unused balance is withdrawn instead (section 4).
  • A top-up that fails or is declined is never credited and nothing is owed.
  • If a top-up is credited twice in error, the duplicate is reversed with a linked ledger entry and you are notified.

2. Escrow refunds

Escrow is a hold against the Client's wallet. It is refunded to the wallet — never to a card — in these cases:

  • Cancellation before funding: nothing is held, nothing to refund.
  • Client cancellation after funding: the hold is refunded minus the tiered cancellation fee shown on the trip page before you cancel (⚠️ placeholder tiers: 10% once funded, 25% once the truck and driver are declared). No cancellation is possible once loading has started.
  • Transporter cancellation: the full hold is refunded to the Client. Repeated transporter cancellations lead to suspension.
  • Dispute or incident resolved in the Client's favour: full or partial refund as decided under the Disputes policy.
  • Bulk trips: a trip cannot be cancelled by the Client once it is loaded and weighed. Closing remaining tonnage on a bulk load releases nothing that was never held.

3. Additional costs (extras)

An extra that the counterparty rejects is never held. An approved extra is added to the escrow and settles with the trip; if the trip is later refunded, the extra is refunded with it unless the resolution says otherwise.

4. Withdrawing unused balance

Any company may withdraw its unheld wallet balance to its verified bank account through the wallet page. Withdrawals are paid by EFT in daily batches ⚠️; a rejected withdrawal (for example, a bank-detail mismatch) is refunded to the wallet with a linked entry. Minimum amount and any fee are shown before you confirm ⚠️.

5. Commission

Platform commission is deducted only on a released escrow. If a released trip is later reversed by a dispute ruling, the commission on it is reversed too.

6. Timing

Wallet-to-wallet moves (escrow hold, refund, release) are instant. Bank withdrawals reflect within two business days of the batch ⚠️. Consumer Protection Act cooling-off rights, where applicable to a transaction, are honoured within the statutory period.

7. Errors

Every ledger entry carries a running balance and a unique reference that matches the payment gateway's. If you believe an entry is wrong, email support@freightx.co.za with the reference; we investigate within two business days.

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