Cancellation & Refund Policy

1. Overview

This Cancellation & Refund Policy outlines the terms governing load cancellations, carrier releases, cancellation fees, and refund procedures on the Wanload platform. This policy applies to all shippers and carriers using our services and is published in compliance with 49 CFR 371.117.

2. Shipper Cancellations — Before Booking

Shippers may cancel (withdraw) a posted load at any time before a carrier has booked it, with no penalty or fee. The load will be immediately removed from the load board and will no longer be visible to carriers.

3. Release Carrier (No Fee)

Shippers may release a carrier from a booking without incurring any fee or penalty. When a carrier is released:

• The load returns to "Active" status and becomes available for other carriers to book
• The released carrier is notified immediately
• No cancellation fee is charged
• No strike is issued against the shipper's account

Use the "Release Carrier" option when you want to switch carriers without cancelling the load entirely.

4. Shipper Cancellations — After Booking (Cancellation Fee)

Once a carrier has booked a load, full cancellation of the load by the shipper may incur a cancellation fee. This fee compensates the carrier for reserving capacity and is an industry-standard practice.

When cancelling a booked load, the shipper will be shown the applicable cancellation fee before confirming the cancellation. The carrier will be immediately notified of the cancellation and the fee amount.

5. Cancellation Strike System

To maintain platform quality and protect carriers, Wanload enforces a progressive discipline system for repeated load cancellations.

Releasing a carrier (Section 3) does not count toward the cancellation threshold. Only full load cancellations with an active booking count. You will receive a warning notification when you are approaching a strike.

6. Carrier Cancellations

Carriers may cancel a confirmed booking before pickup, subject to the following rules:

• 3 cancellations within 30 days = 1 strike
• 1–2 strikes: Warning
• 3 strikes: 7-day suspension

When a carrier cancels an eligible booking, the load returns to "Active" status and becomes available for other carriers to book. The shipper is notified immediately.

7. Cancellation After Pickup (In Transit)

Once a load has been picked up and is in transit, neither the shipper nor the carrier can cancel through the platform. Any disputes arising during transit should be filed through our Dispute Resolution process within 7 days of delivery.

8. Rate Confirmation

When a carrier books a load, a Rate Confirmation document is automatically generated and made available to both parties. This document constitutes a binding agreement per the Electronic Signatures in Global and National Commerce Act (ESIGN Act) and the Uniform Electronic Transactions Act (UETA).

The rate specified in the Rate Confirmation is locked upon booking. Neither party may unilaterally change the agreed-upon rate. Any rate modifications require a new written agreement signed by both parties. Accessorial charges (detention, layover, etc.) are separate from the base rate.

9. Platform Fee

Wanload charges a 3% platform fee on the total rate upon successful delivery confirmation. This fee is charged to the shipper. If cancelled after a carrier books, a $100 cancellation fee applies.

10. Appeals

If your account has been suspended or banned, you may appeal the decision by contacting our support team. Appeals are reviewed on a case-by-case basis and a response will be provided within 3 business days.

11. Dispute Resolution

Any disputes related to cancellations, fees, or rate discrepancies must be filed through the Wanload platform within 7 days of the event. Disputes are reviewed by the Wanload team and resolved in accordance with the terms of the Rate Confirmation and this policy.

12. Record Retention

In compliance with 49 CFR 371.3, Wanload maintains records of all transactions, including cancellation requests and responses, for a minimum of three (3) years. Both shippers and carriers have the right to request copies of their transaction records.

13. Contact

If you have questions about this policy or need assistance with a cancellation, please contact our support team at support@wanload.com.