Refund Policy

1. Overview

At FastBridge Logistics ("FastBridge," "we," "us," or "our"), we strive to provide reliable and timely delivery services. We understand that circumstances may arise where a refund or cancellation is necessary. This Refund Policy outlines the conditions under which refunds may be issued.

2. Cancellation Policy

Before Pickup: Orders may be cancelled free of charge at any time before the package has been picked up by our driver. A full refund will be issued to the original payment method.

After Pickup: Once a package has been picked up, cancellation may still be possible depending on the shipment's status. A cancellation fee may apply to cover costs already incurred. Please contact our support team as soon as possible to request a cancellation.

In-Transit: Orders that are already in transit cannot be cancelled. If delivery is refused by the recipient, a return shipping fee will be deducted from any applicable refund.

3. Refund Eligibility

Refunds may be issued in the following circumstances:

• Service Failure: If we fail to deliver a package and are unable to locate or recover it, a full refund of shipping charges will be issued
• Guaranteed Delivery Not Met: If a shipment with a guaranteed delivery time (e.g., same-day or next-day) is delivered late, you may be eligible for a full or partial refund of the shipping charges
• Damaged Shipments: If a package is damaged during transit due to our handling, you may be eligible for a refund or insurance claim. Claims must include photographic evidence of the damage
• Duplicate Charges: If you were charged more than once for the same shipment, the duplicate charge will be refunded in full
• Billing Errors: If you were charged an incorrect amount, the difference will be refunded

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Delays caused by incorrect or incomplete shipping information provided by the customer
• Delays due to weather, natural disasters, or other force majeure events
• Packages that were successfully delivered but the recipient claims non-receipt without evidence
• Shipments of prohibited or restricted items
• Services that have been fully rendered as described
• Cancellations requested after delivery has been completed

5. How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Contact our support team at hello@fastbridge.com or call 1-800-FASTBRIDGE
• Step 2: Provide your order number, a description of the issue, and any supporting documentation (photos, tracking details, etc.)
• Step 3: Our team will review your request and respond within 2 business days
• Step 4: If approved, the refund will be processed to your original payment method

6. Refund Processing Time

Once a refund is approved:

• Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days, depending on your financial institution
• Bank Transfers: Refunds may take 5-10 business days to process
• Other Payment Methods: Processing times vary by payment method. We will provide an estimated timeline when your refund is approved

All refunds are processed through Stripe, our payment processor. The actual time for the refund to appear in your account depends on your bank or card issuer.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. This may apply when:

• A portion of the service was completed before cancellation
• A guaranteed delivery time was missed but the package was still delivered
• Damage to a shipment was partial and some items were delivered intact

8. Disputes

If you disagree with a refund decision, you may appeal by contacting our support team with additional information or documentation. We will review all appeals within 5 business days and provide a final determination.

If you are unable to resolve a dispute directly with us, you may also contact your payment provider to initiate a chargeback. However, we encourage you to work with us directly to resolve any issues first.

9. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with a revised effective date. Your continued use of our Services after changes are posted constitutes your acceptance of the updated policy.

10. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us:

• Email: hello@fastbridge.com
• Phone: 1-800-FASTBRIDGE
• Address: FastBridge Logistics, Chicago, IL