Legal

Payment, Refund & Chargeback Policy

Effective Date: May 2026

This Payment, Refund & Chargeback Policy governs all payments, cancellations, refunds, credits, reversals, payment holds, chargebacks, payout holds, and related financial transactions conducted through the Loadster platform.

1. Payment Authorization

By submitting payment information through the platform, Customers authorize Loadster and its payment processors to:

  • Collect payments
  • Verify payment methods
  • Process transactions
  • Place temporary authorization holds
  • Issue refunds where applicable
  • Reverse transactions where permitted
  • Assess applicable fees

Customers represent and warrant that they are authorized to use the payment methods submitted through the platform.

2. Payment Collection

Loadster may collect payment before, during, or after services are performed, depending upon the transaction type, payment method, platform settings, and operational requirements.

Loadster reserves the right to require full or partial prepayment before transportation services are performed.

3. Driver Payouts

Driver payouts are processed through third-party payment providers.

Loadster reserves the right to delay, suspend, hold, adjust, reverse, offset, or withhold payouts where reasonably necessary for:

  • Fraud investigations
  • Chargeback investigations
  • Claims investigations
  • Insurance disputes
  • Legal obligations
  • Court orders
  • Regulatory requests
  • Policy violations
  • Safety concerns
  • Risk-management purposes

4. Customer Cancellations

Before Driver Acceptance

If a Driver has not been selected and no bid has been accepted, Customers may cancel a Job.

Certain platform fees, administrative fees, or payment processing fees may be non-refundable where permitted by law.

After Driver Acceptance But Before Pickup

If a Driver has been selected but pickup has not occurred, cancellation fees may apply.

Applicable fees may include:

  • Administrative fees
  • Payment processing fees
  • Driver compensation
  • Platform fees

After Pickup

Once pickup has occurred, Customers generally are not eligible for refunds because transportation services have commenced and resources have been committed.

Exceptions may be granted where required by law or expressly approved by Loadster.

5. Driver Cancellations

Drivers who cancel accepted Jobs may be subject to reduced visibility, account restrictions, temporary suspension, permanent removal, or other platform enforcement actions.

6. Refund Eligibility

Refund requests are reviewed on a case-by-case basis.

Refunds are not guaranteed.

Loadster may consider:

  • Stage of service completion
  • Timing of cancellation
  • Evidence provided
  • Policy compliance
  • Applicable law
  • Fraud indicators
  • Customer conduct
  • Driver conduct

7. Non-Refundable Fees

Unless otherwise required by law, the following may be non-refundable:

  • Platform fees
  • Administrative fees
  • Payment processing fees
  • Completed transportation services
  • Completed deliveries
  • Completed pickups

8. Chargebacks

Customers agree not to initiate false, improper, abusive, deceptive, or fraudulent chargebacks.

A chargeback may be considered improper where:

  • Services were performed
  • Cargo was delivered
  • The transaction was authorized
  • The Customer previously approved the transaction
  • Available dispute procedures were not utilized

9. Chargeback Response Authorization

Users authorize Loadster to respond to chargebacks and submit supporting evidence including:

  • Contracts
  • Messages
  • Photographs
  • Delivery confirmations
  • Pickup confirmations
  • Account records
  • Transaction histories
  • Timestamps
  • Device information
  • Location information where available

10. Recovery of Losses

Where permitted by law, Loadster may recover losses arising from:

  • Fraudulent transactions
  • Chargebacks
  • Reversed payments
  • Policy violations
  • Outstanding balances

Recovery methods may include:

  • Offsetting future payouts
  • Collection from stored payment methods
  • Debt collection efforts
  • Arbitration
  • Legal action

11. Fraud Prevention

Loadster reserves the right to investigate suspicious transactions, unusual activity, identity discrepancies, chargeback abuse, refund abuse, unauthorized access, account sharing, and other suspected policy violations.

12. Payment Holds

Loadster may place temporary holds on funds where reasonably necessary to:

  • Verify identity
  • Investigate fraud
  • Investigate disputes
  • Review claims
  • Satisfy legal obligations
  • Protect platform users

Funds may remain on hold until the matter is resolved to Loadster's reasonable satisfaction.

13. Limitation of Liability

Loadster shall not be liable for banking delays, payment processor delays, processor outages, card issuer decisions, chargeback decisions, payment interruptions, or actions taken by financial institutions.

14. Final Platform Determinations

Loadster reserves the right to make final platform-level determinations regarding refunds, payment holds, payout holds, cancellations, administrative actions, and platform enforcement.

Nothing in this Policy obligates Loadster to provide compensation, reimbursement, financial recovery, legal representation, or dispute resolution services beyond obligations required by law.

15. Contact

Questions regarding this Policy may be directed to support@loadsterapp.com .