Plain terms: platform and subscription fees are generally non-refundable, subscriptions auto-renew until you cancel, and you can cancel online at any time to stop the next renewal. Freight charges and amounts owed to carriers are pass-through and are not platform fees. We fix genuine billing errors and honor rights that cannot be waived by law. The numbered sections control.
This Refund & Cancellation Policy (the "Policy") is part of, and incorporated into, the Throughline Systems Terms of Service. It explains how billing, renewals, cancellations, and refunds work for the Throughline Systems Services. Capitalized terms have the meanings given in the Terms of Service.
1. Scope — platform fees vs. freight charges
This Policy distinguishes two very different kinds of money:
- Platform / subscription Fees — amounts you pay Throughline for access to and use of the software and brokerage Services (e.g., subscription plans, seats, usage, and feature fees). These are governed by this Policy.
- Freight charges and carrier amounts — the price of transportation and accessorials for a Shipment, which are pass-through amounts tied to a specific load and rate confirmation. These are NOT platform Fees and are governed by Section 5 and the Carrier Agreement, not by the general no-refund rule below.
2. Platform fees are non-refundable
- We do not provide refunds or credits for partial periods, unused time, unused seats, downgrades, or features you did not use.
- We do not refund Fees because you changed your mind, your needs changed, or you stopped using the Services.
- Cancellation stops future renewals; it does not retroactively refund Fees already paid for the current term.
- Promotional, discounted, trial-converted, and one-time setup or onboarding Fees are non-refundable.
Nothing in this Policy limits any refund or remedy that cannot be waived under applicable law, or any specific commitment in a signed Order, which controls if it conflicts with this Section.
3. Subscriptions and automatic renewal
Before you subscribe, we disclose the price, billing frequency, renewal terms, and how to cancel, and we obtain your express consent to the recurring charge. We will send renewal or price-change notices where required by law. If the price increases, we will give you notice before the increase takes effect, and your continued subscription after the effective date constitutes acceptance.
4. How to cancel
You may cancel a subscription at any time through your account settings in the Services or by contacting info@THLTrucking.com. Cancellation is designed to be at least as easy as signing up. Cancellation takes effect at the end of the current paid term: you keep access until then, you are not charged for the next renewal, and you are not refunded for the current term (see Section 2).
To avoid the next charge, cancel before the renewal date. If you cancel, we will confirm the cancellation. You remain responsible for any Fees and freight charges incurred before cancellation takes effect.
5. Freight charges, accessorials, and carrier amounts
Freight charges, accessorials, fuel surcharges, detention, and other Shipment-specific amounts are quoted per load and become payable when the load is tendered, booked, or performed, as applicable. Because these amounts fund transportation by independent Carriers, they are generally non-refundable once a load is tendered to or performed by a Carrier.
- Cancellation of a booked load may incur truck-ordered-not-used (TONU), cancellation, or accessorial charges owed to the Carrier, which are your responsibility.
- Disputes about whether a freight charge was correctly assessed must be raised within the dispute window stated on the invoice (and in any event within 180 days of the invoice).
- Cargo loss, damage, or delay is handled as a claim against the Carrier under the Carmack Amendment and the Terms of Service Section 10 — it is not a platform-fee refund.
- Adjustments to a freight invoice (e.g., for a billing error or an agreed accessorial reduction) are handled through the invoicing process, not under the no-refund rule for platform Fees.
6. Billing errors and duplicate charges
We correct genuine billing errors. If you believe you were charged in error or charged more than once, contact info@THLTrucking.com within 60 days of the charge with details. If we confirm an error, we will refund or credit the incorrect amount. This is the exclusive remedy for a billing error and does not entitle you to any other refund.
7. Chargebacks
If you have a billing concern, contact us first — we will work to resolve it. Initiating a chargeback or payment dispute for a valid charge, instead of following this Policy, is a breach of the Terms. We may dispute invalid chargebacks, suspend the account, and recover the disputed amount plus reasonable costs. We reserve the right to require pre-payment or a different payment method after an invalid chargeback.
8. Free trials and beta
If we offer a free trial, we disclose its length and what happens at the end. Unless you cancel before the trial ends, the subscription begins and your payment method is charged at the then-current rate. Trials and beta or pre-release features are provided "as is," may change or end at any time, and Fees for them (if any) are non-refundable.
9. Taxes; changes to this Policy
Refunds, where given, exclude taxes except where we are required to refund taxes. Refunds are issued to the original payment method. We may update this Policy as described in the Terms of Service; the version in effect when you are charged applies to that charge.
10. Contact
Billing and cancellation questions: info@THLTrucking.com. General legal questions: info@THLTrucking.com.