This Refund & Cancellation Policy explains how Alpha Freight Solutions Limited (“Alpha Freight”, “we”, “us” or “our”) handles payments, cancellations, refunds and payment disputes for freight transactions arranged through the Alpha Freight platform.

Alpha Freight operates a freight brokerage and logistics platform connecting suppliers and freight customers with carriers and transport providers.

By using the Alpha Freight platform, you agree to the terms of this policy together with our applicable Terms of Service and any transaction-specific terms.

A supplier must pay the full amount shown at checkout before a load can be posted on the Alpha Freight platform.

The checkout will clearly show the load amount and Alpha Freight's applicable service fee separately.

The load will only be posted after the required payment has been successfully confirmed.

Alpha Freight currently applies a 4% supplier service fee to applicable loads.

The fee is displayed separately during the payment process before the supplier completes payment.

The applicable fee may be updated in accordance with Alpha Freight's applicable terms and pricing displayed before a transaction is completed.

A 3% Alpha Freight platform fee applies to the carrier side of applicable loads.

The carrier's applicable amount and fee will be displayed before the carrier accepts the load.

If a supplier cancels a load before a carrier has accepted the load, Alpha Freight will normally process a refund of the amount paid.

Where Alpha Freight has incurred legitimate, non-recoverable third-party costs directly related to the transaction, those costs may be deducted where legally permitted and where the deduction is reasonable and proportionate.

Alpha Freight does not apply an automatic fixed cancellation penalty simply because a supplier cancels before carrier acceptance.

This approach is intended to ensure that any amount retained reflects the actual direct loss caused by the cancellation rather than operating as a punitive charge. UK government guidance states that cancellation charges should be reasonable and generally reflect actual direct losses.

If a carrier has already accepted a load, cancellation may result in costs being incurred by the carrier or Alpha Freight.

In such circumstances, any refund will be assessed based on:

• Whether the carrier has accepted the load;
• Whether the carrier has started travelling or preparing for collection;
• Costs already reasonably incurred;
• Whether the carrier can reasonably be reassigned to another load;
• Any applicable third-party costs; and
• The specific circumstances of the cancellation.

Any amount retained will be limited to what is reasonably justified by the applicable transaction and permitted by law.

If the carrier has already collected the goods or transportation has started, a full refund will not automatically be available.

Alpha Freight will review the circumstances, including:

• The stage reached in the delivery;
• Carrier costs already incurred;
• Whether the service can be stopped or reassigned;
• Any goods or delivery-related issues; and
• The applicable transaction terms.

Where a refund is appropriate, the amount will be determined fairly based on the circumstances.

If Alpha Freight cancels a transaction without the supplier being responsible for the cancellation and the agreed service has not been provided, Alpha Freight will normally refund the relevant amount paid, subject to any applicable legal or transaction-specific requirements.

Alpha Freight will not retain an advance payment merely because it was paid in advance where there is no legitimate basis for doing so. UK guidance indicates that businesses should not automatically keep advance payments where the service is not provided.

Once a load has been successfully completed and the relevant delivery has been confirmed, the transaction will normally be considered completed.

A normal change-of-mind cancellation is not available after completion.

However, this does not affect any rights a customer may have where there is a genuine service failure, dispute, fraud, incorrect transaction or other issue covered by applicable law or the relevant agreement.

After completing delivery, the carrier must upload the required Proof of Delivery (POD) through the Alpha Freight system.

Alpha Freight will review and verify the POD.

Once the POD has been successfully verified, the carrier payment will normally be processed within 7 days.

Payment may be delayed where:

• The POD is incomplete or cannot be verified;
• There is a genuine dispute concerning the delivery;
• The transaction information is inconsistent;
• Fraud or misuse is suspected; or
• Additional verification is reasonably required.

Once Alpha Freight approves a refund, the refund will normally be returned through the original payment method where technically possible.

The time required for the funds to appear in the customer's account may depend on the customer's bank, card issuer or payment provider.

Alpha Freight cannot control delays caused by third-party financial institutions.

If you believe that you have:

• Paid twice;
• Been charged an incorrect amount; or
• Been charged for a transaction that you did not authorise,

you should contact Alpha Freight as soon as possible.

Alpha Freight will investigate the transaction and, where appropriate, arrange a correction or refund.

If you wish to dispute a transaction, please provide:

• Your name;
• Account information;
• Load or transaction reference;
• Payment date;
• Amount paid;
• Reason for the dispute; and
• Relevant supporting information or documents.

Alpha Freight will review the matter and communicate the outcome of its review.

If you believe a transaction was made without your authorisation, contact Alpha Freight immediately.

Alpha Freight may investigate the transaction and may request information necessary to verify the circumstances.

Where appropriate, Alpha Freight may also work with the relevant payment provider.

Nothing in this Refund & Cancellation Policy is intended to remove, restrict or exclude any rights or protections that cannot lawfully be excluded under applicable UK law.

Where a customer has a statutory right to a refund, cancellation or other remedy, that right will continue to apply.

UK consumer contracts must use fair and transparent terms, and terms that impose excessive cancellation charges or automatically forfeit large upfront payments may be considered unfair.

For refund, cancellation or payment enquiries, please contact Alpha Freight through the official contact details provided on our website:

• Email: support@alphafreightuk.com
• Phone: +44 7782 294718
• Support: Help Center