Last Updated: March 29, 2026 | Version: 1.0
This Refund and Cancellation Policy governs how cancellations and refunds are handled on the FreightBridge platform. It forms part of our Terms of Service.
All payments on FreightBridge are processed in Australian Dollars (AUD) through Stripe, our third-party payment processor. When a Shipper accepts a Carrier's bid, the payment is captured and held by Stripe until the Shipper confirms delivery. This payment hold protects both parties throughout the transaction.
This policy complies with the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any right or remedy available to you under the ACL that cannot be lawfully excluded.
When this applies: A bid has been accepted and payment captured, but the Carrier has not yet collected the goods (load status: Matched / Awaiting Pickup).
Example on a $1,000 delivery: The Shipper paid $1,000. The payment processing fee was $17.80. The Shipper receives a refund of $982.20. The Carrier receives $0.
The non-recoverable payment processing fee is charged by Stripe at the time of the original transaction and cannot be reclaimed upon refund. This fee is borne by the cancelling party to discourage unnecessary cancellations.
When this applies: The Carrier has already collected the goods and transport is underway (load status: Picked Up or In Transit).
Once a Carrier has commenced work, the Carrier has incurred real costs. Cancellation at this stage requires review to ensure a fair outcome for both parties.
When this applies: The Carrier cancels the booking, fails to collect the goods, does not complete the delivery, or is a no-show.
Example on a $1,000 delivery: The Shipper receives a full refund of $1,000. The platform absorbs the $17.80 payment processing fee. The Carrier receives $0 and may be subject to account restrictions.
When this applies: Both the Shipper and Carrier agree to cancel the booking (for example, due to adverse weather, road closures, or changed requirements).
When this applies: The goods have been delivered, but the Shipper raises a concern (for example, cargo damage, late delivery, incorrect goods, or overcharging).
Dispute categories include: cargo damage, late delivery, non-delivery, incorrect cargo, overcharging, and other issues. The payment processing fee is attributed to the party found to be at fault.
When this applies: A card authorisation expires (typically after 7 days) or the payment fails to process.
When this applies: FreightBridge cancels a booking due to a policy violation, suspected fraud, duplicate listing, or safety concern.
| Scenario | Shipper Refund | Processing Fee Paid By | Carrier Penalty |
|---|---|---|---|
| Shipper cancels (before pickup) | Amount less processing fee | Shipper | None |
| Shipper cancels (after pickup) | Dispute resolution | Party at fault | Possible |
| Carrier cancels / no-show | Full amount | Platform | Bid restriction + strike |
| Mutual cancellation | Amount less processing fee | Shipper | None |
| Dispute (after delivery) | As determined by review | Party at fault | Possible |
| Failed / expired payment | N/A (not captured) | N/A | None |
| Platform-initiated cancellation | Full amount | Platform | Depends on reason |
For assistance, contact us at support@freightbridge.com.au.
Under the Australian Consumer Law, you have rights and remedies that cannot be excluded by contract. If services provided through the Platform fail to meet a consumer guarantee (for example, services not provided with due care and skill, or not fit for purpose), you may be entitled to a remedy including a refund, regardless of this policy.
For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) or your state or territory fair trading body.