Free shipments
Your first 5 shipments are free and need no payment details, so there is nothing to refund.
Monthly billing
Each month is billed for the shipments opened in that month at your plan's rate. You can cancel or change plans before the next month begins, and no further charges apply after cancellation.
When we refund
- Duplicate charges for the same month.
- Charges for shipments that were opened in error and deleted within 48 hours, before any document was generated.
- Charges after a cancellation that was made before the billing date.
- Months in which the platform was unavailable for more than 72 hours in total, outside planned maintenance.
When we do not refund
- Shipments for which documents were generated, checked or tracked.
- Partial months after you stop using the platform without cancelling.
- Losses from refused documents, delays or charges at port. See the Terms of Service.
How to ask
Send a refund request through the Trade Desk within 30 days of the charge, with your account email and the month concerned. Approved refunds are returned to the original payment method within 10 business days.