Hello, and welcome to another Super Support Article!

At Super Dispatch, our customers are at the heart of everything we do. We understand that situations can change unexpectedly, and we’re committed to providing exceptional service that meets your needs every step of the way. To ensure fairness, transparency, and flexibility, we’ve developed a cancellation policy that not only upholds the integrity of our services but also prioritizes your peace of mind.

In this article, we’ll take you through the details of Super Dispatch’s cancellation policy. Our goal is to make sure you’re fully informed about how we handle cancellations, ensuring you feel confident and secure in your decision to use our platform. Whether you’re a new customer or have been with us for a while, this policy is designed with your best interests in mind, providing the balance between accommodating your needs and maintaining the quality of service that you expect from Super Dispatch.

So, let’s dive into the specifics of our cancellation policy and see how it’s structured to support you, our valued customer.

When a customer reaches out to request a refund for a charge and the cancellation of a service that was newly signed up for within the last 24 hours (excluding weekends and holidays), or if a customer previously requested a cancellation but it wasn’t processed in time, leading to additional charges, it’s important to handle these situations with care and clarity.

However, it’s essential to understand that Super Dispatch does not offer refunds based on a lack of usage. When you subscribe to our service, the subscription fee grants you access to the full range of features and tools within the Carrier TMS platform, regardless of how often the platform is used. The subscription is designed to provide continuous access to our services, enabling you to utilize them at any time during your subscription period.

We recognize that circumstances can change, and we always strive to support our customers as much as possible. However, our policy ensures that we maintain a fair and consistent approach to all subscription-related matters. We encourage customers to carefully consider their subscription needs and make use of the extensive resources available on the Carrier TMS platform to maximize the value of their investment.

Customers are eligible for a refund if they request the cancellation of a newly signed-up service within 24 hours of their initial purchase, with the exception of weekends and holidays.

For instance, if a customer upgrades to the premium plan on a Friday afternoon, they have until Monday at noon to request a cancellation and receive a refund for the charge. This grace period ensures that customers have sufficient time to evaluate their decision, even when a weekend or holiday falls within the 24-hour window.

It’s important to note that beyond this stipulated timeframe, refund requests will not be processed. This policy is in place to maintain fairness and consistency while still providing customers with a reasonable opportunity to reconsider their purchase. If you have any further questions or need assistance, our Support team is always ready to help.

Another key condition for refund eligibility is that customers must have been on a free plan prior to requesting the refund and cancellation. If a customer has previously been a paying subscriber and then chooses to upgrade their plan, they will not be eligible for a full refund. Instead, they will receive a credit that can be applied to future service usage.

For example, if a customer has been on a 2-driver plan and has been paying for it consistently over the past six months, they would not qualify for a refund after upgrading their plan. In these scenarios, only a credit will be provided, which can be used towards future services with Super Dispatch. This approach ensures that our refund policy remains fair while also acknowledging the customer's ongoing commitment to our platform.

We want to make sure you’re aware of this important distinction, so you can make informed decisions about your subscription. Should you have any questions or need further clarification, our Support team is always available to assist you.

To be eligible for a refund, it is essential that the customer reverts to a free plan after their cancellation request has been processed. Refunds will not be issued to customers who plan to remain on a paid plan.

For instance, if a customer signs up for a 3-driver plan and later requests a refund for 2 drivers while intending to continue with the owner-operator plan, they would not qualify for a refund. Since they remain on a paid plan, any adjustments would result in credits being applied to future billing once the drivers have been deactivated from the plan.

While we are committed to upholding our refund policy, we understand that certain situations may require further consideration. If you have any questions about this policy or need additional clarification, please don’t hesitate to contact our Support team. You can reach us at 816-974-7002 or by clicking the "Contact Us" option on our website or app to start a chat with our Support team. We’re here to help!