Spark Freight Brokers Ltd.

Load Cancellation and Load Adjustment Policy

Effective Date: October 1, 2023

Spark Freight Brokers Ltd. is committed to providing reliable and efficient service to all our customers while ensuring fair and transparent practices. The following policy outlines the terms and conditions regarding cancellations, payment adjustments, and load disputes.

1. Load Cancellation Policy

  1. Advance Notice Requirement:
    • Customers must notify Spark Freight Brokers Ltd. of any load cancellations at least 12 hours prior to the scheduled pick-up time.
  2. Late Cancellations:
    • If a cancellation is made less than 12 hours prior to the scheduled pick-up time and the driver has already arrived at the location, the full payment for the load will be considered non-refundable.
  3. Payment Adjustment Option:
    • In cases of late cancellations, payments may be adjusted and applied to future loads at Spark Freight Brokers Ltd.’s discretion, provided this is a first-time occurrence. Repeat offenses will result in stricter consequences (see Section 4).

2. Blacklisting Policy

  1. If a customer cancels a load after the driver’s arrival more than once, no payment adjustment will be offered for subsequent loads.
  2. Customers who repeatedly violate the cancellation policy will be blacklisted from Spark Freight Brokers Ltd.’s platform and services. Blacklisted customers will no longer be able to book loads through our network.

3. Dispute Resolution

  1. Payment Disputes:
    • Any disputes regarding payments must be submitted to Spark Freight Brokers Ltd. in writing within 7 business days of the issue arising.
    • Supporting documentation must be provided to assist with the resolution process.
  2. Final Decision:
    • Spark Freight Brokers Ltd. reserves the right to review all disputes and make a final decision. This decision will be communicated to the customer within 10 business days of receiving the dispute claim.

4. Protection Against Abuse

  1. Spark Freight Brokers Ltd. reserves the right to protect its operations and resources against misuse or repeated violations by customers.
  2. Platform Suspension:
    • Customers found to be engaging in fraudulent practices, frequent cancellations, or disputing payments without valid reasons will have their access to the platform temporarily or permanently suspended.
  3. Legal Recourse:
    • In cases of deliberate fraud or malfeasance, Spark Freight Brokers Ltd. reserves the right to pursue legal action to recover any incurred losses.

5. General Terms

  1. This policy is subject to change at Spark Freight Brokers Ltd.’s sole discretion. Any updates will be communicated to customers and published on our website.
  2. By using Spark Freight Brokers Ltd.’s services, customers agree to abide by the terms outlined in this policy.

For questions or further clarification, please contact our customer service team at [[email protected]].