Cancellation & Refund Policy

This policy explains how cancellations, charges and refunds work for bookings, subscriptions and tracking services on AURVITRUCK (customers), AURPulse (drivers and assistants) and AURForge (fleet owners and the AURForge team).

1. Cancelling a booking (customers)

You can cancel a booking from the AURVITRUCK app. The cancellation fee depends on the stage of the booking:

• Before a vehicle is assigned: free. No cancellation fee.
• After a vehicle and driver are assigned, before the vehicle reaches pickup: 10% of the booking freight, subject to a minimum fee for the vehicle class.
• After the vehicle reaches pickup: 25% of the booking freight, plus any waiting or standby charges already incurred. If loading has already started, a higher amount may apply based on the actual circumstances of the trip.

The fee that applies to your booking is shown in the app before you confirm the cancellation.

2. Changes after the vehicle arrives

After a vehicle reaches the pickup point, the vehicle type cannot be changed. If your requirement changes, please cancel (subject to any applicable fee) and place a fresh booking with the correct vehicle class.

3. Waiting, detention and standby charges

Waiting, detention and standby charges are calculated per vehicle type, for the vehicle, the driver and the driver assistant, using our standard rate card. See Detention, Standby & Waiting Charges for the full details.

4. Cancellations by drivers and fleet owners

If a driver or fleet partner cancels after accepting a trip, we reassign another verified vehicle. If we cannot reassign, the customer is refunded in full. Repeated or late cancellations by drivers and fleets can lead to a lower rating, reduced trip allocation or suspension on AURPulse and AURForge.

5. Subscriptions

• Subscriptions for AURVITRUCK, AURPulse and AURForge can be cancelled at any time from the app. Cancelling stops the next renewal.
• Amounts already paid for the current subscription period are generally not refundable, unless your subscription plan, your commercial agreement or the law says otherwise.
• Where a plan specifically offers a prorated refund, the unused part of the period is refunded, subject to any deductions or usage terms stated in the plan.
• If you are charged after cancelling, or charged twice for the same period, the amount is refunded once we verify it.

6. Tracking service

• Live tracking included in a booking is part of the trip and is refunded together with the booking if the booking is refunded.
• For a separate tracking subscription, you can cancel any time and it ends at the end of the paid period.
• If tracking was unavailable for a significant part of a paid period because of a fault on our side, we credit or refund the affected portion.
• ETAs are estimates (see Shipping & Tracking Terms). A changed ETA alone is not a reason for a refund.

7. How refunds are paid

• Refunds go back to the original payment method through the app. Payments made outside the app, such as cash given to a fleet owner or driver, are not recognised and cannot be refunded by Movezle (see Payment Terms).
• Timelines depend on your bank or payment provider and typically take a few business days.
• Applicable cancellation or detention charges may be deducted before a refund is issued.

8. Failed or duplicate payments

If a payment fails but the amount is debited, or you are charged twice, it is auto-reversed or refunded once reconciled. Contact support if you do not see the reversal.

9. Insurance claims

If you selected optional in-transit cover, claims for loss or damage are handled per the insurer's terms. Our support team can help you start a claim from the app.

10. How to request help

Open the Support section in the app to raise a ticket, or email support@movezle.com. Please include your booking or subscription reference.