TruckPair Cancellation, Refund & Dispute Policy
Effective Date: September 26, 2026
This policy explains how cancellations, refunds, no-shows, job completion issues, and payment disputes may be handled through the TruckPair platform.
1. Customer Cancellation Window
Customers may cancel an accepted job within 12 minutes after acceptance without a TruckPair cancellation penalty, provided the driver has not already begun performing the transportation service.
2. Cancellations After 12 Minutes
A cancellation requested after the 12-minute cancellation window may be subject to charges or may not qualify for a full refund, particularly when a driver has already committed time, traveled toward the pickup location, arrived, or begun performing the service.
3. Driver Cancellations
Drivers who accept a job are expected to make reasonable efforts to complete it. If a driver cancels or cannot complete an accepted job, TruckPair may cancel the transaction, review the circumstances, issue an appropriate refund or credit to the customer, and take action on the driver's account when appropriate.
4. Customer No-Shows or Unavailable Items
Customers are responsible for ensuring that the items are ready, accessible, accurately described, and available at the agreed pickup location. Customers must also provide sufficient assistance for loading and unloading in accordance with TruckPair's No-Touch Policy.
If a driver arrives and the customer, items, or required loading help are unavailable, the transaction may be reviewed and charges may apply.
5. Driver No-Shows
If a driver fails to arrive or perform an accepted job without an appropriate cancellation, the customer may report the issue to TruckPair. TruckPair may review the transaction and determine whether a refund, credit, account action, or other resolution is appropriate.
6. No-Touch Policy
TruckPair is a transportation-only marketplace. Drivers are not required or authorized through TruckPair to enter private residences or to pack, lift, carry, load, unload, assemble, or disassemble a customer's property.
Failure to arrange sufficient loading or unloading assistance does not require a driver to perform those services and may affect cancellation or refund eligibility.
7. Job Completion
Drivers may be required to submit proof that a job has been completed. TruckPair may provide a verification period following reported completion before the transaction is treated as fully completed or eligible for payout.
8. Reporting a Problem
Customers should report significant problems with a job as soon as reasonably possible through TruckPair's designated support or dispute process. TruckPair may request photographs, messages, timestamps, transaction records, completion evidence, or other information relevant to the review.
9. Refund Reviews
Refund eligibility depends on the circumstances of the transaction. TruckPair may consider whether transportation began or was completed, cancellation timing, driver travel or arrival, inaccurate job descriptions, no-shows, failure to provide loading or unloading help, safety concerns, and other relevant evidence.
10. Payment Disputes and Chargebacks
Users should first use TruckPair's available support or dispute process when there is a problem with a transaction. TruckPair may provide transaction records and other relevant evidence to payment processors or financial institutions when responding to a payment dispute or chargeback.
11. Fraud and Abuse
Fraudulent refund requests, false completion claims, misuse of the dispute process, unauthorized transactions, or other attempts to improperly obtain or retain funds may result in transaction review, account restrictions, suspension, or termination.
12. Processing of Approved Refunds
Approved refunds will be submitted to the applicable payment processor. The time required for funds to appear may depend on the payment method, financial institution, and payment processor.
13. Platform Review
TruckPair may review available information and take reasonable action under this policy to address cancellations, transaction problems, disputes, safety concerns, fraud, and violations of TruckPair's Terms of Service.
14. Contact
Questions or disputes regarding a transaction may be submitted through TruckPair's designated support or contact channels.
TruckPair LLC
TruckPair Customer Agreement & Terms of Service
Effective Date: September 26, 2026
1. Acceptance of Terms
By creating an account, posting a job, accepting an offer, making a payment, or otherwise using TruckPair, you agree to this Customer Agreement and Terms of Service, along with TruckPair's applicable policies.
2. Transportation-Only / No-Touch Service
TruckPair connects customers with independent drivers who provide transportation services only. TruckPair drivers are not required or permitted as part of the TruckPair service to lift, load, unload, carry, assemble, disassemble, or move a customer's items into or out of any home, building, vehicle, or other location.
Customers are responsible for having appropriate people available to safely load items at pickup and unload items at the destination. By using TruckPair, you acknowledge and agree to this transportation-only, no-touch service model.
3. Customer Responsibilities
Customers must provide accurate and complete information about each job, including the items being transported, pickup and drop-off locations, and any circumstances that may reasonably affect the transportation.
Customers are responsible for ensuring that items are properly prepared, packaged, secured, and ready for pickup. Customers must also provide appropriate assistance for loading and unloading and must not request or pressure a driver to perform services prohibited by TruckPair's transportation-only policy.
4. Prohibited Items & Conduct
Customers may not use TruckPair to transport illegal, stolen, hazardous, explosive, or otherwise prohibited items. Customers are responsible for ensuring that items offered for transportation may be lawfully transported.
Fraud, theft, threats, harassment, collusion, payment manipulation, misrepresentation, or attempts to use TruckPair for unlawful activity are prohibited. TruckPair may restrict or suspend access to the platform when appropriate to protect users, the platform, or the public.
5. Firearms & Weapons
Firearms, ammunition, weapons, and other regulated items may not be offered for transportation through TruckPair. Customers must not place these items inside packages, containers, vehicles, or other property being transported without disclosure in an attempt to bypass this restriction.
TruckPair may cancel a job or restrict access to the platform when a user violates this policy or when necessary to address safety or legal concerns.
6. Payments, Fees & Driver Offers
Drivers may submit offers for jobs posted through TruckPair. Before payment, customers will be shown the applicable job price and TruckPair service fees. By proceeding with payment, the customer authorizes the displayed total.
Payments must be made through TruckPair's approved payment system. Customers and drivers may not use the platform to arrange off-platform payment for a TruckPair job in order to avoid applicable fees or platform protections.
Payment for an accepted job may be secured before transportation begins. Release of funds, refunds, cancellations, disputes, and other payment matters are subject to TruckPair's applicable payment, cancellation, refund, and dispute policies.
7. Job Completion & Payment Release
Drivers may be required to provide proof that transportation has been completed. After completion is reported, TruckPair may provide the customer with a verification period to report a legitimate issue with the job.
If no issue is reported within the applicable verification period, TruckPair may treat the transportation as completed and proceed with payment processing. TruckPair may delay payment when reasonably necessary to review a dispute, suspected fraud, safety concern, payment issue, or possible violation of TruckPair's policies.
8. Damage, Loss & Claims
Customers should inspect their items promptly after delivery and report any alleged loss, damage, or other issue through TruckPair's designated support or dispute process as soon as reasonably possible.
TruckPair may request photographs, communications, receipts, proof of ownership, proof of value, completion evidence, or other information reasonably necessary to review a claim. Submitting a claim does not guarantee reimbursement or a particular outcome.
Responsibility for any loss or damage will be evaluated based on the circumstances, available evidence, applicable TruckPair policies, and applicable law.
9. Injuries & Safety
Customers are responsible for maintaining a reasonably safe pickup and drop-off environment and for arranging appropriate assistance to load and unload their items. Customers must not ask or pressure drivers to perform lifting, loading, unloading, carrying, or other services outside TruckPair's transportation-only service model.
Users must promptly report significant safety incidents or injuries related to a TruckPair job through TruckPair's designated support channels. TruckPair may review available information and take appropriate action when necessary to address safety concerns or violations of platform policies.
10. Independent Drivers & TruckPair's Role
TruckPair provides a technology platform that allows customers seeking transportation services to connect with independent drivers. TruckPair does not itself perform the transportation services offered by drivers through the platform.
Drivers are responsible for their own vehicles, equipment, licenses, registrations, insurance, and compliance with laws and requirements applicable to the transportation services they provide.
Nothing in this agreement creates an employment, partnership, joint venture, or agency relationship between TruckPair and a driver solely because the driver uses the TruckPair platform.
10. Independent Drivers & TruckPair's Role
TruckPair provides a technology platform that allows customers seeking transportation services to connect with independent drivers. TruckPair does not itself perform the transportation services offered by drivers through the platform.
Drivers are responsible for their own vehicles, equipment, licenses, registrations, insurance, and compliance with laws and requirements applicable to the transportation services they provide.
Nothing in this agreement creates an employment, partnership, joint venture, or agency relationship between TruckPair and a driver solely because the driver uses the TruckPair platform.
11. Account Suspension & Termination
TruckPair may restrict, suspend, or terminate access to the platform when reasonably necessary to address suspected fraud, unlawful activity, safety concerns, payment or chargeback abuse, repeated policy violations, or other conduct that threatens users or the integrity of the platform.
TruckPair may also cancel or restrict jobs associated with such activity. Where appropriate, TruckPair may request additional information from a user before restoring access to an account or service.
12. Disputes & Cooperation
If a dispute arises from a TruckPair job, users agree to provide truthful information and reasonably cooperate with TruckPair's review process. TruckPair may consider job details, photographs, messages, payment records, completion evidence, and other relevant information when reviewing a dispute.
Users must not knowingly submit false claims, fabricate evidence, coordinate fraudulent disputes, or misuse chargebacks to avoid legitimate charges. Refunds, cancellations, and dispute outcomes are subject to TruckPair's applicable policies and applicable law.
13. Limitation of Liability
To the fullest extent permitted by applicable law, TruckPair will not be liable for indirect, incidental, special, consequential, or punitive damages arising from or related to use of the platform or transportation services arranged through the platform.
Nothing in this agreement excludes or limits liability where such exclusion or limitation is prohibited by applicable law. Any limitation of liability will apply only to the extent legally permitted.
14. Changes to These Terms
TruckPair may update this Customer Agreement and Terms of Service from time to time as the platform, services, or legal requirements change. The updated terms will be posted with a revised effective date.
Where required by applicable law, TruckPair will provide additional notice or obtain consent before material changes take effect. Continued use of TruckPair after updated terms become effective constitutes acceptance of the updated terms to the extent permitted by applicable law.
15. Governing Law
This agreement will be governed by the laws of the Commonwealth of Virginia, without regard to its conflict-of-law principles, except to the extent that applicable federal law or the mandatory laws of another jurisdiction apply.
16. Contact & Acceptance
Questions about this Customer Agreement and Terms of Service may be submitted through TruckPair's designated support channels.
By creating an account, posting a job, accepting an offer, making a payment, or otherwise using TruckPair, you acknowledge that you have read, understood, and agreed to this Customer Agreement and Terms of Service and TruckPair's applicable policies.