Refund Policy

Last updated: January 1, 2024

Our Commitment

At Furious Auto Shipping, we are committed to transparent and fair refund practices. This policy outlines the conditions under which refunds are provided for our auto transport brokerage services.

1. Refund Policy Overview

1.1 General Principles

  • Refunds are processed based on the stage of service completion
  • Deposits are refundable under specific conditions outlined below
  • Processing fees may apply to certain refund scenarios
  • Refunds typically processed within 5-10 business days
  • Original payment method used for refund where possible

1.2 Service Stages

  • Stage 1: Quote provided, no deposit paid
  • Stage 2: Deposit paid, carrier not yet assigned
  • Stage 3: Carrier assigned, pickup not yet scheduled
  • Stage 4: Pickup scheduled, vehicle not yet collected
  • Stage 5: Vehicle in transit
  • Stage 6: Vehicle delivered

2. Deposit Refund Conditions

2.1 Full Refund Scenarios

100% Refund Available:

  • Cancellation before carrier assignment (Stage 2)
  • We cannot find a carrier within 14 days of booking
  • Carrier cancels pickup without customer fault
  • Service failure on our part (misrepresentation, error)
  • Customer relocates to non-serviceable area before pickup

2.2 Partial Refund Scenarios

Partial Refund (typically 50-75%):

  • Customer cancellation after carrier assignment but before pickup
  • Customer unavailable for scheduled pickup (first attempt)
  • Vehicle condition differs significantly from description
  • Customer requests service changes requiring new carrier
  • Mutual agreement to cancel due to unforeseen circumstances

2.3 No Refund Scenarios

No Refund Available:

  • Customer cancellation after vehicle pickup
  • Customer repeatedly unavailable for pickup
  • Customer provides false information affecting service
  • Customer violates terms of service
  • Delivery delays due to weather or circumstances beyond control
  • Customer dissatisfaction with carrier performance (not service failure)

3. Cancellation Procedures

3.1 How to Cancel

  • Contact customer service immediately by phone or email
  • Provide booking confirmation number and reason for cancellation
  • Written cancellation request required for processing
  • Cancellation must be confirmed by our customer service team

3.2 Cancellation Timeline

Before Carrier Assignment (Stage 2)

Full refund minus $25 processing fee

After Carrier Assignment (Stage 3)

Partial refund minus carrier cancellation fees

After Pickup Scheduled (Stage 4)

Limited refund based on carrier terms

After Vehicle Pickup (Stage 5+)

No refund available

4. Refund Processing

4.1 Processing Timeline

  • Credit Card Refunds: 5-10 business days
  • Bank Transfer Refunds: 3-7 business days
  • Check Refunds: 7-14 business days
  • Complex Cases: Up to 21 business days

4.2 Refund Methods

  • Refunds issued to original payment method when possible
  • Credit card refunds processed automatically
  • Check refunds for cash payments or upon request
  • Bank transfers available for ACH payments

4.3 Processing Fees

  • Standard processing fee: $25 for administrative costs
  • No processing fee for service failures on our part
  • Carrier cancellation fees passed through to customer
  • International refunds may incur additional fees

5. Special Circumstances

5.1 Emergency Situations

  • Medical emergencies: case-by-case review
  • Death in family: full refund with documentation
  • Military deployment: full refund with orders
  • Natural disasters: flexible refund policy

5.2 Service Failures

  • Carrier no-shows: full refund plus compensation
  • Significant delivery delays (carrier fault): partial compensation
  • Vehicle damage during transport: insurance claim assistance
  • Misrepresentation of services: full refund

5.3 Customer Fault Scenarios

  • Providing incorrect vehicle information
  • Being unavailable for scheduled pickup/delivery
  • Refusing to pay carrier upon delivery
  • Vehicle not prepared according to requirements

6. Dispute Resolution Process

6.1 Internal Review Process

1

Initial Review

Customer service reviews refund request within 24 hours

2

Management Review

Disputed cases escalated to management within 48 hours

3

Final Decision

Final refund decision communicated within 72 hours

6.2 External Resolution

  • Better Business Bureau complaint process available
  • State transportation commission complaints
  • Small claims court for disputes under $5,000
  • Arbitration for larger disputes per Terms of Service

7. Refund Request Requirements

7.1 Required Information

  • Booking confirmation number
  • Customer name and contact information
  • Reason for refund request
  • Supporting documentation (if applicable)
  • Preferred refund method

7.2 Documentation Requirements

  • Medical emergencies: doctor's note or hospital documentation
  • Military deployment: official orders
  • Death in family: death certificate or obituary
  • Service failures: email correspondence or photos
  • Vehicle issues: mechanic reports or photos

8. Contact Information for Refunds

To request a refund or discuss cancellation options:

Refund Department

Phone: (555) 123-4567

Email: refunds@furiousautoshipping.com

Business Hours:

Monday-Friday: 7:00 AM - 9:00 PM EST

Saturday: 8:00 AM - 6:00 PM EST

Sunday: 9:00 AM - 5:00 PM EST