Refund & cancellation policy

1. Overview

Every service RBURG SERVICES LLC sells is a one-time charge for a single shipment. There is nothing to unsubscribe from and nothing that renews, so this policy deals only with cancelling or changing a booking you have already made and paid for.

Two things drive what you get back: how close to the scheduled pickup window you cancel, and whether we have already committed equipment and a driver to your load. Once a truck is rolling toward your dock, that capacity is gone from our week whether or not anything gets loaded.

2. Cancellation schedule

The window is measured from the start of the confirmed pickup window stated on your booking confirmation, in Eastern Time.

Expedited and team-driver bookings carry a shorter window because we take the equipment off other work the moment you confirm. For those, full refund requires cancellation more than 48 hours before pickup; inside 48 hours the 12–24 hour tier applies, and inside 12 hours the shipment is billable in full.

Dedicated and contract lanes are cancelled under the notice period in the signed lane agreement, not under this schedule.

3. Truck ordered not used

If a driver has been dispatched and arrives to find nothing to load — the freight is not ready, the site is closed, access is blocked, or the shipment has been cancelled without notice reaching us — a truck-ordered-not-used (TONU) charge of $350 applies, or 25% of the quoted rate if that is higher.

Where you have already paid, the TONU charge is deducted and the balance refunded. Where you are on net terms, the TONU charge is invoiced. Mileage-based deadhead beyond 100 miles from our terminal may be added at $2.10 per mile, quoted to you before it is billed.

4. Rescheduling instead of cancelling

Rescheduling is almost always cheaper than cancelling, and we would rather move your date than take your money for nothing.

• Requested more than 24 hours before pickup: free, subject to equipment availability on the new date.
• Requested inside 24 hours: $150 rebooking fee, and the original rate is honoured for 30 days.
• One reschedule per booking is allowed at these terms. Further changes are treated as a new booking.
• If the new date falls in a higher-priced band or requires different equipment, the difference is quoted before we confirm.

5. If we cancel

If RBURG cancels a confirmed booking for any reason within our control — equipment failure, driver unavailability, a capacity mistake on our side — you receive a full refund with no deduction, and we will help you place the load elsewhere at no cost.

Where we cancel or suspend service because of a force majeure event as defined in our Terms & Conditions — severe weather, road closure, civil emergency, government order — you may choose either a full refund or a rescheduled pickup at no additional charge. In that situation we do not owe compensation beyond the refund.

We may also cancel where the freight turns out to be misdescribed, restricted, unsafely packaged or over the stated weight. In that case the schedule in section 2 applies as though you had cancelled at that moment, because the equipment was already committed.

6. Late or missed delivery

6.1 Standard bookings

Transit times on standard bookings are good-faith estimates and are not guaranteed. Late arrival on a standard booking does not by itself trigger a refund, though we will always explain what happened and what we are doing about it.

6.2 Guaranteed windows

Where you have purchased a guaranteed delivery window — including the Expedited Team package — and we miss it for reasons within our control, you receive a 25% refund of the line-haul rate. If the delay exceeds 24 hours beyond the guaranteed window, the refund rises to 50%.

Guarantees do not apply to delays caused by weather, road closures, accidents ahead of our truck, customs or regulatory holds, receiver refusal, incorrect addresses or appointment times supplied to us, or any force majeure event.

6.3 What a guarantee does not cover

A guarantee remedy is limited to the refund percentages above. It does not extend to lost production, lost sales, chargebacks from your customer or any other consequential loss, as set out in our Terms & Conditions.

7. Damage and loss claims

Cargo loss or damage is handled as a claim, not as a refund, and is a separate process from this policy. Claims are governed by section 9 of our Terms & Conditions and by 49 U.S.C. § 14706.

In short: note the damage on the delivery receipt before the driver leaves, keep the freight and its packaging, photograph everything, and file in writing within nine months of delivery. Do not withhold freight charges while a claim is open — approved claims are settled separately.

8. Non-refundable charges

The following are not refundable once incurred, because the cost has already been spent on your shipment:

• Accessorial services already performed — liftgate, inside delivery, driver assist, tarping.
• Detention and layover accrued before cancellation.
• Permits, escorts and pilot cars purchased for an over-dimension load.
• Storage and staging already used.
• Deadhead mileage incurred travelling to a cancelled pickup, as described in section 3.
• Third-party charges we have paid on your behalf and cannot recover.

9. How refunds are paid

• Refunds are issued to the original payment method wherever possible.
• Card refunds are submitted within 5 business days of approval and typically appear on your statement within 5–10 business days after that, depending on your bank.
• ACH and bank transfer refunds are issued within 7 business days of approval.
• Where you are on net terms and have not yet paid, we issue a credit note or a corrected invoice instead of a cash refund.
• Refunds are made in United States dollars. Any currency conversion or bank fee charged by your own institution is outside our control.

10. How to request a refund

Email info@rburgservicesllc.online with "Refund request" in the subject line, or call the dispatch line on +1 513 656 3241. To cancel a booking, the fastest route is always the phone — an email sent at 6am does not stop a driver who is already rolling.

Include the following so we can action it without going back and forth:

• Your booking reference or BOL number.
• The pickup date and lane.
• The reason for the cancellation or refund request.
• The payment method and date of the original payment.

We acknowledge refund requests within 2 business days and confirm the outcome within 10 business days. If a request needs longer — because a claim or a third-party charge is involved — we will tell you why and give you a date.

11. Disputed charges

If you believe an invoice is wrong, tell us within 30 days of the invoice date and we will review it. Send the invoice number and the line you are disputing. Undisputed portions of an invoice remain payable while we look into the rest.

Please raise the dispute with us before initiating a chargeback with your card issuer. Chargebacks filed without contacting us first cost both sides time and may suspend further bookings until the matter is resolved. We have never yet had a billing question we could not sort out on a phone call.

12. Contact

This policy forms part of our Terms & Conditions. Where a signed transportation agreement covers cancellation, that agreement controls.