Refund & Cancellation Policy
This Refund & Cancellation Policy applies to all freight, warehousing, and fulfillment services provided by AV Logistics Group INC, doing business as 1 Way Global Logistics ("we", "us"). It supplements the Terms of Service.
1. When we refund
You are entitled to a full or partial refund of amounts paid in the following circumstances:
- Cancellation more than 4 hours before pickup: full refund of any prepaid charges.
- Service not performed: if we fail to arrange the pickup or perform the storage service you paid for, and cannot reschedule to your satisfaction, we will issue a full refund.
- Overcharge / billing error: if we billed you incorrectly (wrong rate applied, duplicate charge, invalid accessorial), the overcharge is refunded within 10 business days of confirmation.
- Duplicate transactions: if our processor charges you twice for the same order, the duplicate is refunded within 5 business days of confirmation.
2. When we do not refund (or refund in part)
- Late cancellation (within 4 hours of scheduled pickup): a TONU (truck order not used) fee equal to the greater of $250 or the driver's dry-run cost is retained; any remaining prepaid amount is refunded.
- Cancellation after driver dispatch on expedited / dedicated loads: the full quoted rate is non-refundable.
- Services already rendered: once freight has been picked up or storage has begun, charges for services rendered are non-refundable. Prorated refunds may apply to future-period storage on written request.
- Third-party carrier fees: where a carrier has already been paid a non-refundable dispatch or fuel fee, that amount is deducted from your refund.
- Cargo claims: loss or damage claims are handled under the Carmack Amendment and Section 4 of the Terms — they are settled as cargo-liability claims, not as service refunds. See Shipping Policy for the claim process.
3. How to request a refund
Email support@1waygloballogistics.com from the email on file for the shipment or account, with:
- Load / invoice number.
- Amount and reason for the refund request.
- Any supporting documentation (screenshots, POD, correspondence).
We acknowledge receipt within one business day and provide a written determination within 10 business days. Refunds are issued to the original payment method.
4. Chargebacks
We ask that you contact us first before disputing a charge with your card issuer. Contacting us usually resolves the issue faster. If a chargeback is filed for a legitimate, delivered service, we may provide the card issuer with proof of service (booking confirmation, POD, correspondence) to contest the chargeback.
5. Refund timing
- Credit / debit card: 5–10 business days to appear on the statement after we issue the refund.
- ACH / wire: 3–5 business days.
- Account credit: immediate — applied to your next invoice on request.
6. Contact
AV Logistics Group INC — DBA 1 Way Global Logistics
2130 Cottonwood Rd, Banning, CA 92220, USA
support@1waygloballogistics.com · (760) 621-7904