Access to the Exchange is granted by a prepaid membership subscription of 12 months. Once subscribed, we accept payment for your membership by quarterly direct debit.
We do not issue refunds unless extenuating circumstances occur. Your subscription is for pre-paid access to our service and is not dependent on usage. As a business-to-business transaction, it does not fall under any cooling-off period and is subject to our discretion.
Our refund policy
We cannot issue a refund for any of the following reasons:
- We’ve revoked your membership.
- You’ve changed your mind and don’t want to work in the industry.
- The amount of loads available does not meet your expectations.
- You’re no longer using the platform.
- You’re unable to meet financial obligations.
- Your insurance has been cancelled.
- You disagree with the payment terms decided by other members.
- You’re emigrating or moving elsewhere.
Refunds made at our discretion
If you believe you have a valid reason to request a refund, we encourage you to speak to a member of our staff. They will discuss your reasons and if deemed valid, a refund request form will be completed on your behalf. Refund requests are reviewed by senior management every 2 weeks.
For more information please see section 8.7 of our Terms and Conditions.
We can offer refunds for the following, at our discretion:
- Onboarding delays
Our aim is to start the onboarding process each new member within 2 working days. However, if we are unable to meet our target we will investigate the matter, check if it meets our policy and arrange a refund when necessary.
In this circumstance a death certificate is required (this can be provided at any period of time, within reason).
- Medical reasons
In this circumstance an official signed doctor/hospital note is required.
Refunds will be considered if you are able to show us evidence that your medical condition prevents you from working.
If you have a temporary medical condition that stops you from working, for a period of time, we will consider extending your subscription. You will need to provide a note proving this.
Please note the doctor/hospital note must be an official general signed letter confirming the condition(s), the reason(s) why you can’t operate as a driver and the time period.
If the required information on the doctor’s note is missing, we will immediately decline the refund request.