Refund & Cancellation Policy
Contents
1. Overview
This policy explains how cancellations and refunds work on Haulyn. Because Haulyn is a technology platform connecting Customers with independent Providers, refund outcomes depend on the timing of a cancellation and what happened during the Job. This policy forms part of the Terms of Service. Specific fee amounts and timing windows are set within the Service and may vary by mode and location.
2. Cancellations by customers
You can cancel a Job through the Service. Whether a fee applies generally depends on how far the Job has progressed:
- Before a Provider is matched or en route — cancellation is typically free or fully refundable.
- After a Provider has accepted and is en route, or has begun preparation/pickup — a cancellation fee may apply to compensate the Provider for time and distance already committed.
- After a Job is substantially complete — the Job is generally non-refundable except as described below or as required by law.
The applicable cancellation window and any fee are shown in the Service at the time of cancellation. [Specify exact windows and fee structure per mode here once finalized.]
3. Cancellations by drivers
If a Provider cancels after accepting a Job, Haulyn will attempt to re-match the Job to another available Provider. If a Customer was charged for a Job that the Provider does not complete and it cannot be re-matched, the Customer is eligible for a refund of amounts paid for that Job, other than any portion already earned for partial completion where applicable. Customers are not charged a cancellation fee when a Provider cancels.
4. Refund eligibility
Refunds (full or partial) may be available where, for example:
- A Job was paid for but not delivered or performed.
- A delivery arrived significantly incomplete, incorrect, or damaged, subject to review.
- A Customer was charged in error or charged an incorrect amount.
- A cancellation falls within a refundable window described above.
Refund requests should be submitted promptly — ideally within [SPECIFY PERIOD, e.g., 48 hours] of the Job — through the Service or by contacting support. Haulyn may request information (such as photos or order details) to review a request.
5. Non-refundable situations
Refunds may be declined where, for example: a Job was completed as requested; inaccurate Job details provided by the Customer caused the issue; no one was available to receive a delivery or ride after reasonable attempts; or the request falls outside the timeframes or conditions described in this policy. Optional tips are generally non-refundable once a Job is completed, except in cases of error.
6. How refunds are issued
Approved refunds are issued through Stripe to the original payment method. The time for funds to appear depends on your bank or card issuer and is typically several business days after the refund is processed.
7. Disputes & chargebacks
If you have a concern about a charge, please contact Haulyn first so we can review and resolve it quickly — this is usually faster than a bank dispute. Haulyn reviews refund and quality issues on a case-by-case basis and may mediate between Customers and Providers. If you initiate a chargeback with your bank, we may provide transaction records to the payment processor as part of the dispute process. Resolving an issue with us directly does not waive any rights you may have under applicable law.
8. Contact
For cancellations, refunds, or disputes, contact Haulyn at [EMAIL] or [PHONE].