Terms of Service
Last updated: January 8, 2026
1. Acceptance of Terms
By accessing or using the Wanload platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Service.
These Terms apply to all users of the Service, including carriers, shippers, brokers, and any other parties who access or use the platform.
PLEASE READ THESE TERMS CAREFULLY. THEY CONTAIN IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, INCLUDING LIMITATIONS OF LIABILITY, BINDING ARBITRATION, AND A CLASS ACTION WAIVER.
2. Description of Services
Wanload is a freight marketplace that connects shippers with carriers for the transportation of goods. Our platform facilitates:
- Load posting and searching
- Bid placement and acceptance
- Real-time shipment tracking
- In-app messaging between parties
- Document management (rate confirmations, BOLs, PODs)
- Payment processing and settlement
3. IMPORTANT: Role of Wanload as a Marketplace Platform
WANLOAD IS A TECHNOLOGY PLATFORM ONLY. WANLOAD IS NOT A FREIGHT BROKER, MOTOR CARRIER, TRANSPORTATION COMPANY, OR LOGISTICS PROVIDER.
You expressly acknowledge and agree that:
- Wanload does not transport, handle, or take possession of any freight or cargo
- Wanload does not employ, supervise, or control any drivers, carriers, or transportation personnel
- Wanload does not own, lease, or operate any trucks, trailers, or transportation equipment
- Wanload does not provide any transportation, logistics, or freight brokerage services
- Wanload has no authority over, and does not direct, the manner or method by which any carrier provides transportation services
- No agency, partnership, joint venture, employment, or franchise relationship exists between Wanload and any user
- Wanload does not verify, endorse, or guarantee the qualifications, capabilities, reliability, safety, or legality of any shipper or carrier
Wanload's sole function is to provide a technology platform that enables shippers and carriers to connect and communicate. Any and all transportation services are provided solely by independent third-party carriers who are solely responsible for all aspects of such services.
Payment Handling Wanload does not hold, process, or transfer funds between shippers and carriers. All payment arrangements are made directly between the parties. Wanload charges a 3% platform fee to shippers upon successful delivery confirmation, which is processed by our payment processor, Stripe, Inc.
4. Third-Party Transactions and User Agreements
ALL TRANSPORTATION AGREEMENTS, CONTRACTS, AND ARRANGEMENTS ARE EXCLUSIVELY BETWEEN THE SHIPPER AND THE CARRIER. WANLOAD IS NOT A PARTY TO ANY SUCH AGREEMENTS.
You expressly acknowledge and agree that:
- When a shipper posts a load and a carrier accepts it, the resulting agreement is solely between the shipper and carrier
- Wanload is not a party to, and has no obligations under, any rate confirmation, bill of lading, transportation contract, or other agreement between users
- Wanload has no control over and makes no representations regarding the quality, safety, legality, or timeliness of any transportation services
- Users are solely responsible for conducting their own due diligence on counterparties
- Users are solely responsible for negotiating and enforcing the terms of their agreements
- Wanload has no responsibility to mediate, arbitrate, or resolve disputes between users except as may be expressly provided in these Terms
- Any disputes arising from transportation services must be resolved directly between the shipper and carrier
YOU AGREE THAT WANLOAD SHALL HAVE NO LIABILITY WHATSOEVER FOR ANY CLAIMS, DAMAGES, LOSSES, COSTS, OR EXPENSES ARISING FROM OR RELATED TO ANY AGREEMENT, TRANSACTION, OR DEALING BETWEEN USERS OF THE PLATFORM.
5. Account Registration and Eligibility
To use our Service, you must:
- Be at least 18 years of age
- Provide accurate and complete registration information
- Maintain the security of your account credentials
- Notify us immediately of any unauthorized account use
Carrier Requirements
Carriers must maintain:
- Valid MC (Motor Carrier) number registered with FMCSA
- Valid DOT (Department of Transportation) number
- Minimum $750,000 liability insurance coverage
- Minimum $100,000 cargo insurance coverage
- Active operating authority status
Carriers are solely responsible for maintaining all required licenses, permits, insurance, and regulatory compliance. Wanload makes no representations regarding any carrier's compliance status.
Compliance Warranty
By using the Wanload platform, you represent and warrant that you are in full compliance with all applicable:
- Federal transportation laws and regulations (including FMCSA requirements)
- State and local transportation laws, permits, and licensing requirements
- Hours of service (HOS) regulations and driver qualification standards
- Vehicle safety, maintenance, and inspection requirements
- Hazardous materials regulations (if applicable)
- Insurance requirements as specified in these Terms
Breach of this compliance warranty constitutes a material breach of these Terms and may result in immediate account suspension or termination.
6. User Conduct
You agree not to:
- Engage in fraudulent activities or misrepresentation
- Double-broker loads without proper authorization
- Engage in cargo theft or accessorial activities
- Harass, threaten, or abuse other users
- Violate any applicable laws or regulations
- Circumvent platform fees or payment processing
- Share account credentials or allow unauthorized access
- Submit false information or documentation
7. Load Transactions
When a bid is accepted, both parties enter into a binding agreement to complete the transportation as specified. This includes:
- Agreed-upon rate and payment terms
- Pickup and delivery locations and times
- Equipment and service requirements
- Special handling instructions
Cancellations without proper notice may result in strikes. See our Cancellation & Refund Policy for details.
Load Information Accuracy
Shippers are responsible for providing accurate and complete load information, including:
- Accurate weight and dimensions of freight
- Complete and accurate commodity description
- Proper hazardous materials classification and documentation (if applicable)
- Any special handling, temperature, or equipment requirements
- Correct pickup and delivery addresses, contact information, and time windows
Shippers are solely liable for any additional costs, delays, or damages resulting from inaccurate load information.
Electronic Signatures and Documents
By using Wanload's document management features, you agree that:
- Electronic signatures on rate confirmations, BOLs, and PODs are legally binding
- Electronic signatures comply with the Electronic Signatures in Global and National Commerce Act (E-SIGN Act)
- You consent to conduct business electronically and to receive electronic documents
- Electronic documents have the same legal effect as paper documents
Both parties are responsible for retaining copies of all executed documents for a minimum of three (3) years.
8. Fees and Payment
Platform Fee Wanload charges a platform fee of three percent (3%) of the agreed load price. This fee is charged to the shipper only upon successful delivery confirmation.
Fee Justification The 3% platform fee is consideration for Wanload's provision of the following technology services:
- Access to our proprietary load matching and marketplace technology
- Secure messaging and communication infrastructure
- Document management and storage systems (rate confirmations, BOLs, PODs)
- Real-time GPS tracking and visibility tools
- Platform maintenance, security, and technical support
This fee represents the reasonable cost of providing and maintaining the platform infrastructure. The fee is non-refundable once services have been rendered. By using the Wanload platform, you acknowledge that this fee is fair, reasonable, and proportionate to the services provided.
Payment Method The platform fee is collected via the shipper's payment method on file. Shippers must maintain a valid payment method (credit card, debit card, or ACH bank transfer) to use the platform. Standard payment processing fees apply.
Direct Payment Between Parties All payments for freight services (the agreed load rate) are handled directly between shippers and carriers. Wanload does not hold, process, or transfer any funds related to freight payments. Payment terms, methods, and timing are negotiated and arranged directly between the shipper and carrier.
Shipper Fees Shippers do not pay a subscription fee. The only platform charges to shippers are the 3% platform fee on each successfully delivered load (see Platform Fee above) and any cancellation fees described in Section 18 and our Cancellation & Refund Policy. Shippers must maintain a valid payment method to be charged these fees.
Carrier Fees Carriers pay a monthly subscription fee to access the platform (Bronze: $29/month, Silver: $49/month, Gold: $69/month). Carriers are not charged the 3% platform fee or cancellation fees — those apply to shippers only. Freight payment is arranged directly between carriers and shippers.
Subscription Billing
Carrier subscription fees are billed monthly on the date of initial subscription. Subscriptions automatically renew unless cancelled before the renewal date.
Subscription fees are non-refundable for partial months. If you cancel mid-cycle, your access continues until the end of the current billing period.
You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period.
Annual plans may be changed or cancelled within 30 days of the original purchase date for a full refund (see our Cancellation & Refund Policy). After this 30-day window, annual plans cannot be changed to a different plan; however, you may cancel your subscription at any time to disable auto-renewal. Cancellations after the 30-day refund window take effect at the end of your current 12-month billing period — your access continues until then, and no partial refunds are issued.
The 3% platform fee charged to shippers is separate from carrier subscription fees and is charged per transaction upon delivery confirmation.
9. Payment Between Parties
ALL FREIGHT PAYMENTS ARE HANDLED DIRECTLY BETWEEN SHIPPERS AND CARRIERS. WANLOAD DOES NOT HOLD, ESCROW, OR TRANSFER FREIGHT PAYMENTS.
Direct Payment Arrangements
Shippers and carriers are solely responsible for negotiating and arranging payment for freight services. Common payment methods used in the industry include:
- Check or company check
- ACH bank transfer
- Wire transfer
- Quick pay or factoring services
- Net 15, 30, or other payment terms as agreed
Payment Disputes
In the event of a payment dispute between shipper and carrier:
- Parties should first attempt to resolve the dispute directly
- Wanload may provide platform messaging history and documentation if requested
- Wanload does not mediate, arbitrate, or adjudicate payment disputes between users
- Payment disputes are the sole responsibility of the parties involved
Platform Fee Collection
Wanload collects the 3% platform fee separately from freight payments:
- The fee is charged to the shipper's payment method on file upon delivery confirmation
- Fee processing is handled by Stripe, Inc.
- The platform fee is separate from and does not affect freight payment arrangements between parties
By using Wanload, you agree to be bound by Stripe's terms of service for fee processing. Stripe's terms are available at stripe.com/legal.
Binding Payment Terms
Once a rate confirmation is executed by both parties, the following payment obligations apply:
The agreed rate is binding and may not be unilaterally changed by either party after the rate confirmation is signed.
Late payment by shippers may result in account suspension, late fees, and reporting to industry credit bureaus.
Wanload is not responsible for collecting freight payments on behalf of carriers. Carriers must pursue payment disputes directly with shippers.
10. Intellectual Property
All content, features, and functionality of the Service are owned by WanMerch LLC and are protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, or create derivative works without our express written permission.
11. Disclaimers
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
WANLOAD DOES NOT WARRANT THAT:
- The Service will be uninterrupted, timely, secure, or error-free
- The results obtained from use of the Service will be accurate or reliable
- Any transportation services arranged through the platform will be satisfactory
- Any user of the platform is trustworthy, reliable, or will perform their obligations
- Any carrier is properly licensed, insured, or compliant with applicable laws
- Any cargo will arrive safely, on time, or undamaged
YOU ACKNOWLEDGE AND AGREE THAT YOUR USE OF THE SERVICE AND ANY TRANSPORTATION SERVICES ARRANGED THROUGH THE PLATFORM IS AT YOUR SOLE RISK.
12. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WANLOAD, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND LICENSORS SHALL NOT BE LIABLE FOR:
- Any loss, damage, theft, delay, or destruction of cargo or freight
- Any personal injury or property damage arising from transportation services
- Any disputes, claims, or disagreements between shippers and carriers
- Any failure of any user to perform their obligations
- Any acts of fraud, negligence, or misconduct by any user
- Any violation of law by any user
- Any indirect, incidental, special, consequential, punitive, or exemplary damages
- Any loss of profits, revenue, data, goodwill, or business opportunities
- Any damages resulting from unauthorized access to or alteration of your data
- Any payment disputes between shippers and carriers
- Any issues with Stripe payment processing for platform fees
IN NO EVENT SHALL WANLOAD'S TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR YOUR USE OF THE SERVICE EXCEED THE GREATER OF (A) THE TOTAL FEES PAID BY YOU TO WANLOAD IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED DOLLARS ($100).
Platform Fee Liability Wanload's maximum liability for any dispute related to the 3% platform fee is limited to a refund of that fee for the specific transaction in question. Wanload is not liable for any payment processing fees charged by Stripe or any financial institution.
THE LIMITATIONS IN THIS SECTION APPLY REGARDLESS OF THE THEORY OF LIABILITY, WHETHER BASED ON WARRANTY, CONTRACT, STATUTE, TORT (INCLUDING NEGLIGENCE), OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT WANLOAD HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGE.
SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE EXCLUSIONS OR LIMITATIONS MAY NOT APPLY, AND YOU MAY HAVE ADDITIONAL RIGHTS.
Carmack Amendment Limitation
The Carmack Amendment (49 U.S.C. § 14706) governs carrier liability for loss or damage to goods in interstate commerce. Wanload, as a technology platform, is not a motor carrier and is not subject to the Carmack Amendment.
ALL CLAIMS FOR CARGO LOSS OR DAMAGE IN INTERSTATE COMMERCE MUST BE DIRECTED TO THE CARRIER, NOT TO WANLOAD.
Carriers and shippers are solely responsible for complying with all requirements under the Carmack Amendment and any applicable carrier liability provisions in their transportation contracts.
13. Indemnification
You agree to defend, indemnify, and hold harmless Wanload, WanMerch LLC, and their respective affiliates, officers, directors, employees, agents, licensors, and suppliers from and against any and all claims, damages, obligations, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to:
- Your use of the Service
- Any transportation services you provide or receive through the platform
- Any cargo loss, damage, theft, or delay related to your loads or shipments
- Any claims by third parties arising from your use of the platform
- Any violation of these Terms by you
- Any violation of any law, rule, or regulation by you
- Any dispute between you and another user of the platform
- Any content or information you submit to the platform
- Your negligence, willful misconduct, or fraud
- Any failure to maintain required insurance, licenses, or permits
This indemnification obligation will survive the termination of these Terms and your use of the Service.
14. Assumption of Risk
You acknowledge and agree that:
- Freight transportation involves inherent risks including but not limited to cargo damage, theft, delay, accidents, and third-party claims
- By using the Service, you voluntarily assume all such risks
- You are solely responsible for obtaining adequate insurance coverage for your operations, cargo, and potential liabilities
- Wanload is not an insurer and provides no insurance coverage of any kind
- You release Wanload from any and all claims related to such risks
TO THE FULLEST EXTENT PERMITTED BY LAW, YOU HEREBY RELEASE, WAIVE, DISCHARGE, AND COVENANT NOT TO SUE WANLOAD, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS FROM ANY AND ALL LIABILITY, CLAIMS, DEMANDS, AND CAUSES OF ACTION ARISING FROM OR RELATED TO ANY LOSS, DAMAGE, OR INJURY THAT MAY OCCUR AS A RESULT OF YOUR USE OF THE SERVICE OR ANY TRANSPORTATION SERVICES ARRANGED THROUGH THE PLATFORM.
15. Dispute Resolution and Arbitration
Binding Arbitration Any dispute, controversy, or claim arising out of or relating to these Terms, or the breach, termination, or validity thereof, shall be finally settled by binding arbitration administered by JAMS in accordance with its Comprehensive Arbitration Rules and Procedures. The arbitration shall be conducted in Los Angeles County, California.
Class Action Waiver YOU AND WANLOAD AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Unless both you and Wanload agree otherwise, the arbitrator may not consolidate more than one person's claims and may not otherwise preside over any form of a representative or class proceeding.
Small Claims Exception Notwithstanding the foregoing, either party may bring an individual action in small claims court for disputes within the court's jurisdiction.
Opt-Out You may opt out of this arbitration provision by sending written notice to legal@wanload.com within thirty (30) days of first accepting these Terms.
16. Termination
We may suspend or terminate your account at any time for violations of these Terms or our policies. Under our 3-strike system:
- First strike: Warning
- Second strike: Temporary suspension (7-30 days)
- Third strike: Permanent account ban
Permanently banned users may not create new accounts and will be added to our blocklist.
17. Changes to Terms
We reserve the right to modify these Terms at any time. We will notify users of material changes via email or in-app notification. Continued use of the Service after changes constitutes acceptance of the modified Terms.
18. General Provisions
Governing Law These Terms are governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law principles.
Severability If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.
Entire Agreement These Terms constitute the entire agreement between you and Wanload regarding your use of the Service and supersede all prior agreements and understandings.
No Waiver The failure of Wanload to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
Assignment You may not assign or transfer these Terms without our prior written consent. Wanload may assign these Terms without restriction.
19. California Residents
If you are a California resident, you have certain rights under the California Consumer Privacy Act (CCPA). Please see our Privacy Policy for information about how we collect, use, and disclose your personal information and how to exercise your rights.
Under California Civil Code Section 1789.3, California users are entitled to the following consumer rights notice: The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 N. Market Blvd., Suite N 112, Sacramento, California 95834, or by telephone at (800) 952-5210.
20. Contact Us
If you have questions about these Terms, please contact us:
Cancellation & Refund Policy
Last updated: May 29, 2026
1. Overview
This Cancellation & Refund Policy governs all booking cancellations, refund eligibility, and related fees on the Wanload platform. By using Wanload, you agree to abide by this policy. Wanload reserves the right to enforce cancellation fees and strikes as outlined below to maintain platform reliability and fairness for all users.
2. Booking Lifecycle
Understanding the booking lifecycle is essential to knowing when and how cancellations apply. A load progresses through the following statuses:
3. Confirmation Window
After a carrier books a load, there is a 15-minute confirmation window before the booking locks in. During this window:
- The carrier and shipper can each confirm the booking. Once both confirm, the load moves to Confirmed immediately.
- If neither party cancels, the booking automatically confirms when the 15-minute window elapses.
- Either party may cancel without any penalty at any time during this window, while the load is still in Booked status.
- Once the booking is Confirmed, cancellation fees may apply as described below.
The confirmation window helps protect both parties and ensures serious commitments before a booking is finalized.
4. Cancellations Before Booking Confirmation
Either party may cancel without any fees or strikes before the booking reaches Confirmed status — that is, while the load is still Posted or within the 15-minute Booked confirmation window. No cancellation penalties apply until a booking is Confirmed.
5. Release Carrier (Shipper Action)
After a booking is confirmed, a shipper may release the assigned carrier under specific circumstances. Releasing a carrier returns the load to the marketplace so other carriers can book it.
- Release is only available before the carrier marks the load as En Route.
- Releasing a carrier is not the same as cancelling a load — the load remains active and returns to Posted.
- No cancellation fee is charged to the shipper for releasing a carrier, but excessive releases may be reviewed.
- The released carrier does not receive a strike unless the release was due to carrier fault (e.g., a no-show).
Shippers should communicate with carriers before releasing to avoid misunderstandings. Frequent releases may affect your platform reputation.
6. Shipper Cancellations After Confirmation
If a shipper cancels a confirmed booking, a cancellation fee (TONU — Truck Order Not Used) may apply based on how close the cancellation is to the scheduled pickup:
Cancellation Fee Schedule
The $100 cancellation fee is the only fee charged and applies whenever TONU applies, regardless of scenario. It is charged to the shipper's payment method on file. Shipper cancellations after Confirmed also result in a strike under the Strike System (Section 10). Repeated cancellations may lead to account suspension.
7. Carrier Cancellations After Confirmation
Carriers who cancel a confirmed booking are subject to strikes, as cancellations by carriers directly impact shipper operations and supply chain reliability. The only monetary fee is the $100 cancellation fee (TONU), charged when TONU applies.
a) More than 24 hours before pickup
A strike is issued on the carrier's account under the Strike System (Section 10). No fee is charged, but the carrier's reliability score is affected.
b) Within 24 hours of pickup
A strike is issued and the $100 cancellation fee (TONU) is charged to the carrier. The shipper is notified immediately so they can find a replacement carrier.
c) After marking En Route (within 24 hours of pickup)
A strike is issued and the $100 cancellation fee (TONU) is charged. This is treated as a serious reliability violation.
d) After pickup (freight in possession)
Cancellation is not possible once freight has been picked up. The carrier must complete the delivery. If there is a genuine problem with the load, the parties must follow Section 9 and file a dispute rather than cancel. Abandoning freight is a critical violation subject to immediate account suspension and potential legal action.
e) Repeated cancellations
Carriers with multiple cancellations within the rolling 90-day window of the Strike System (Section 10) face escalating penalties, including temporary suspension, mandatory review, and potential permanent deactivation.
The $100 cancellation fee is deducted from future earnings or charged to the carrier's payment method on file.
8. Carrier No-Show
A no-show occurs when the assigned carrier fails to pick up the load within 24 hours after the scheduled pickup date. In a no-show:
- The shipper may cancel the load without any penalty, or repost it to the marketplace for another carrier to book.
- No cancellation fee is charged to the shipper for a no-show release.
- The carrier receives a strike under the Strike System (Section 10) for failing to perform.
- Carriers who anticipate being late or unable to make the pickup must communicate with the shipper through the platform as early as possible.
Timely communication may reduce or waive penalties at Wanload's discretion.
9. Cancellation After Pickup
Once freight has been picked up, the booking can no longer be cancelled — the carrier is obligated to complete the delivery as agreed. If an exceptional situation arises (e.g., vehicle breakdown, severe weather, or a safety concern), the carrier and shipper should contact each other directly through the platform to resolve it. As a secondary step, they may notify Wanload for informational purposes only. Wanload is not responsible for the loads or shipments and is not a party to the transportation agreement between shipper and carrier. Abandoning freight is a critical violation that may result in immediate account termination and legal action.
10. Strike System
Wanload uses a strike system to maintain platform quality and reliability. Strikes are issued for cancellations, no-shows, and other policy violations.
Strike Escalation Policy
- Strikes are calculated on a rolling 90-day window.
- Strikes from no-shows count as double (2 strikes per incident).
- During suspension, your account is frozen — you cannot post loads, book loads, or accept bookings.
- Permanent deactivation decisions may be appealed within 14 days of notification.
- Wanload reserves the right to immediately suspend accounts in cases of fraud, safety violations, or illegal activity regardless of strike count.
- Strike history is visible to you in your account dashboard.
11. Cancellation Fee Summary by Scenario
The following table summarizes cancellation fees, strikes, and notes for common scenarios:
| Scenario | Fee | Strike | Notes |
|---|---|---|---|
| Either party cancels during the 15-minute window (Booked) | None | None | No penalty before Confirmed |
| Shipper cancels (Confirmed) > 24h before pickup | None | 1 strike | Strike issued, no fee |
| Shipper cancels (Confirmed) < 24h before pickup | $100 | 1 strike | TONU charged to payment method |
| Carrier cancels (Confirmed) > 24h before pickup | None | 1 strike | Reliability score affected |
| Carrier cancels (Confirmed) < 24h before pickup | $100 | 1 strike | Shipper notified immediately |
| Carrier no-show (no pickup 24h after pickup date) | None | 1 strike | Shipper may cancel or repost |
| Shipper releases carrier (before En Route) | None | None | Load returns to marketplace |
| Cancellation after pickup | Not permitted | — | Carrier must deliver; file a dispute |
12. Rate Confirmation & Binding Agreement
Once a booking is confirmed, the agreed-upon rate becomes a binding commitment. Neither party may unilaterally change the rate without mutual written consent through the platform's messaging system.
If a load's actual specifications differ materially from what was posted (e.g., weight, dimensions, commodity type), the carrier may request a rate adjustment or decline the load without penalty, provided they notify the shipper before pickup.
13. Platform Fee on Cancellations
Wanload's standard 3% platform fee is charged only when a delivery is successfully completed. If a booking is cancelled or a delivery is never completed for any reason, no platform fee is charged whatsoever.
14. Appeals & Disputes
If you believe a cancellation fee or strike was issued in error, you may submit an appeal within 14 days of the incident by contacting support@wanload.com. Appeals are reviewed within 5 business days. During the appeal review period, any pending suspension is paused. Wanload's decision on appeals is final.
15. Dispute Resolution
Disputes between shippers and carriers regarding cancellations should first be resolved through direct communication via the platform. If a resolution cannot be reached, either party may contact Wanload support for mediation assistance. Wanload acts as a neutral mediator and is not liable for the outcome of disputes between users.
16. Record Retention
Wanload retains cancellation records, strike history, and associated communications for a minimum of 2 years. Users may request their cancellation history by contacting support@wanload.com.
17. Contact
For questions about this Cancellation & Refund Policy, contact us at support@wanload.com.
18. Subscription Refund Policy & Annual Plan Changes
Wanload offers a 30-day refund policy for carrier subscription plans. Shippers do not pay a subscription and are not subject to this policy; the platform fee and any cancellation fees follow the rules in Sections 8 and 9. The following terms apply to carrier subscription refunds and plan changes:
- Full refund is available if requested within 30 days of the registration or purchase date. No questions asked.
- No refunds will be issued after 30 days from the registration or purchase date. After this period, your subscription remains active until the end of the current billing cycle.
- To request a refund within the 30-day window, contact support@wanload.com with your account email and reason for the refund request. Refunds are processed within 5–10 business days.
- After the 30-day refund window, annual plans cannot be changed to a different plan; however, you may cancel at any time to stop auto-renewal. Cancellation takes effect at the end of the current 12-month billing period, and no refunds are issued for the remaining time.
Example: Annual Plan Refund
If you purchase a Carrier Gold Annual plan on March 1 and request a refund on March 25 (within 30 days), you will receive a full refund of the annual fee. If you request a refund on April 5 (after 30 days), no refund will be issued, but your subscription will remain active until the end of the annual billing period.
Upgrades take effect immediately, and the prorated difference is charged to your payment method at the time of upgrade. Downgrades and plan changes to a lower tier take effect at the start of your next billing cycle. No partial refunds are issued for downgrades or mid-cycle plan changes. If you cancel your subscription, you retain access to all plan features until the end of your current billing period.