DRAFT — PENDING LEGAL REVIEW

This Refund Policy is a working draft. It has not been reviewed by counsel and is not yet binding. We're publishing the draft here for transparency and feedback during the onboarding wave. The final policy will replace this page when published; we'll notify active owners before that happens.

Refund Policy

This page covers when and how refunds happen on Trucked Up, both for owners and customers. It applies to all orders, leads, and platform fees.

At-a-glance

Situation	Refund	Triggered by
Owner cancels a pickup order	Full refund	Owner click in queue
Owner cancels a delivery order at Submitted	Full refund + DoorDash dispatch cancelled	Owner click in queue
Owner needs to cancel a delivery order past Submitted	Full refund	Email support
Partial refund (one item out of stock)	Partial refund	Email support
Customer cancels their own order before Ready	Full refund	Customer in their app
Validated lead has bad contact info	Full $15 refund	Email support
Chargeback / payment dispute	Handled per Stripe / card-network rules	Customer's bank

Pickup orders

Owner-initiated cancellation

Owners can cancel a pickup order at any state up to (but not including) Complete:

• The customer is fully refunded via Stripe immediately. Tip is included.
• The order moves to History as Cancelled by [Truck name].
• The Trucked Up commission on the cancelled order is not charged.

See Cancelling or refunding a pickup order for the mechanics.

Customer-initiated cancellation

Customers can cancel their own order while it's still in Submitted state. Once an owner taps Start (enter ETA), the customer's cancel option is locked. (Customers can email us for exceptions.)

Partial refunds

Owners can't issue partial refunds in the UI today. If you fulfilled most of an order but want to refund a portion (e.g., one missing item), email us with the order short ID and the amount, and we'll process it manually.

Delivery orders

Delivery orders use DoorDash Drive as the courier. Refund timing depends on when the cancellation lands relative to the dasher dispatch.

Owner cancels at Submitted

Same as pickup: the customer is fully refunded and the DoorDash dispatch is cancelled in the same flow. No fee to either side.

Owner needs to cancel after Submitted

Cancellations past Submitted are handled by Trucked Up support manually because the DoorDash dispatch is in motion (the dasher may already be en route). To cancel, email us with the order short ID. We'll cancel the dispatch (or recall the dasher), refund the customer fully, and confirm with you.

During the onboarding wave, Trucked Up absorbs any DoorDash cancellation fees for delivery orders cancelled past Submitted. This is a temporary policy; future versions may pass cancellation fees through to the truck.

Failed deliveries (dasher couldn't deliver)

If the dasher attempts delivery but cannot complete it (wrong address, customer unreachable, etc.), the order is handled by Trucked Up support:

• The customer is fully or partially refunded depending on what happened (e.g., they may keep the order if the dasher delivered to the wrong address and we recover it).
• DoorDash claim filings (if any) are handled by us, not by you.

Booking inquiries (leads)

The fee

Validating a lead costs $15. The fee is charged when you click Validate. No fee for declining.

See Why we gate contact info for the model.

Refunds for bad contact info

If a validated lead's email bounces and their phone is disconnected (i.e., you genuinely cannot reach the customer), email us with the inquiry ID and details. We'll refund the $15 manually. Refunds for bad contact info are handled case-by-case during onboarding wave.

No refunds for "they didn't book"

The $15 fee is for unlocking contact info, not for a guaranteed booking. If you contacted the customer and they didn't ultimately book the event, that's not refundable. Conversion is on the relationship, not the platform.

No refunds for buyer's remorse

Once you've clicked Validate, you've agreed to the fee. If you validated by accident (misclick, wrong lead), email us — we'll review individual cases, but accidental-validation refunds are not guaranteed.

Platform commissions

The commission Trucked Up takes on completed pickup and delivery orders is earned only when the order is paid out to you. If an order is cancelled or refunded before completion, the commission is reversed automatically — there's nothing for you to do.

Chargebacks

If a customer disputes a charge with their bank or card network (a chargeback):

• Trucked Up will respond to the chargeback on your behalf with the order details, timestamps, and any photos/notes attached.
• We may need to ask you for context if the dispute claims something specific (food not delivered, food unsafe, etc.).
• If we lose the chargeback, the disputed amount is reversed from your payout.
• Excessive chargebacks (above industry-standard rates) may put your account in a review status.

Refund timing

When we process a refund — whether owner-initiated, support-initiated, or chargeback-resolved — the refund is issued via Stripe immediately. From there:

• The customer's bank typically reflects the refund within 1–3 business days.
• Some banks display refunds as a separate credit; others reverse the original charge.
• Apple Pay refunds go back through the underlying card; the customer doesn't see anything separately on their Apple Pay history.

How to request a refund

You're an...	And you want to...	Do this
Owner	Cancel a pickup order	Click Cancel (refund) in the queue
Owner	Cancel a delivery order at Submitted	Click Cancel (refund) in the queue
Owner	Cancel a delivery order past Submitted	Email info@truckedup.food
Owner	Issue a partial refund	Email info@truckedup.food
Owner	Get refunded for a bad-contact lead	Email info@truckedup.food
Customer	Get a refund for an active order	Cancel in the app (if before Ready); otherwise contact the truck or email us

Changes to this policy

We may update this Refund Policy. Material changes will be communicated via email and in-app at least 14 days before they take effect.

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Last updated (DRAFT): 2026-05-03