Our Commitment to Fair Billing

At FF Dispatch, we believe in transparent and fair billing practices. We only charge for services actually rendered, and we stand behind our work. This policy outlines how we handle billing, refunds, and disputes.

How Our Billing Works

Performance-Based Fees

Our dispatch fee (typically 6% of gross load revenue) is only charged when we successfully book a load for you. If we don't find you loads, you don't pay anything. There are no monthly fees, setup fees, or hidden charges.

Billing Cycle

Dispatch fees are calculated based on completed loads and billed on a weekly basis. You will receive an itemized invoice showing each load, the gross revenue, and the dispatch fee charged.

Free Trial Week

New carriers receive a free trial week with no dispatch fees charged. This allows you to experience our service quality before making any financial commitment. No credit card or payment information is required for the trial.

Refund Eligibility

When Refunds Are Issued

We will issue refunds in the following circumstances:

Billing Errors: If we charged an incorrect amount or billed for loads you did not complete
Duplicate Charges: If you were charged twice for the same service
Service Not Rendered: If you were charged for a load that was cancelled before pickup through no fault of your own
Load Disputes: If a broker/shipper failed to pay due to circumstances beyond your control and we can verify this

When Refunds Are Not Issued

Refunds are generally not provided in these situations:

Loads completed but paid less than originally quoted (rate disputes between you and broker)
Loads you chose not to complete after booking
Deductions made by broker/shipper for detention, accessorials, or claims against you
Dissatisfaction with load selection after loads have been completed
Market conditions affecting freight rates

Refund Process

How to Request a Refund

To request a refund:

Contact us within 30 days of the billing date in question
Provide the invoice number and specific charges you're disputing
Include any supporting documentation (rate confirmations, proof of non-payment, etc.)
Email your request to gia@dispatchff.com or call (302) 608-0609

Review Timeline

We will review all refund requests within 5 business days. If additional information is needed, we will contact you promptly. Approved refunds will be processed within 7-10 business days.

Refund Method

Refunds will be issued using the same payment method as the original transaction, or credited to your account for future services, per your preference.

Dispute Resolution

If you believe there is an error in your billing or have concerns about charges, we encourage you to contact us immediately. We are committed to resolving disputes quickly and fairly.

Our goal is always to maintain a positive working relationship with our carriers. If we made a mistake, we'll make it right.

Cancellation of Services

No Cancellation Fees

You can discontinue our services at any time with no cancellation fees or penalties. We operate without contracts specifically because we want you to stay with us because of our results, not because of obligations.

Outstanding Balances

If you choose to discontinue services, any outstanding dispatch fees for completed loads remain due. We will provide a final invoice within 7 days of your last completed load with us.

Transition Support

If you decide to leave, we will complete coordination for any loads already booked and provide a professional transition. We want you to succeed, whether or not you continue working with us.

Load Cancellations

Broker/Shipper Cancellations

If a broker or shipper cancels a load after booking but before you've left for pickup, no dispatch fee is charged. We will help you find a replacement load.

Carrier-Initiated Cancellations

If you need to cancel a booked load due to emergencies or equipment issues, please notify us immediately. No dispatch fee is charged for loads not completed, but frequent cancellations may affect our ability to continue working together.

TONU (Truck Ordered Not Used)

If you arrive at pickup and the load is not available (TONU situation), we will negotiate TONU pay on your behalf. Our dispatch fee applies only to the TONU amount actually received, not the original load rate.

Questions About Billing

We maintain open communication about all billing matters. If you ever have questions about your invoice or charges, please don't hesitate to reach out. We're happy to explain any charge and provide documentation.

Contact Us

For billing questions, refund requests, or concerns:

Email: gia@dispatchff.com
Phone: (302) 608-0609
Address: 8 The Grn, Ste B, Dover, DE 19901

Policy Updates

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated revision date. Your continued use of our services after changes constitutes acceptance of the updated policy.