D. Refund Amounts and Deductions

Approved refunds may be adjusted to reflect:

Processing fees from payment gateways (typically 2.9% + $0.30).
Partial service completion when a driver has already been dispatched.
Additional fees (storage, reattempts, or rescheduling) if applicable.

E. Refund Process

1️⃣ Submit your refund request to refunds@finovacargo.com or via your Finova Cargo dashboard.

2️⃣ Include your Order ID, shipment details, and reason for request.

3️⃣ Finova will verify eligibility within 3–5 business days.

4️⃣ Approved refunds are issued to the original payment method within 7–10 business days.

F. Cancellation-Based Refunds

Refunds related to cancellations follow these conditions:

Cancellation Stage / Refund Eligibility / Fee Applied

Within 15 minutes of booking (no driver assigned)

✅ Full refund

Driver assigned but not en route

✅ Partial refund

25%

Driver en route

⚠️ Partial refund

50%

Driver arrived at pickup (customer not ready or cancels)

❌ Non-refundable

75%

Critical / medical / AOG shipments once dispatched

❌ Non-refundable

100%

Refunds are processed within 7–10 business days of approval.

Payment processor transaction fees are non-refundable.

G. Insurance-Backed Refunds

For shipments covered by Finova Cargo’s insurance policy, claims must be filed within:

48 hours for visible loss or damage.
24 hours for medical, AOG, or high-value cargo.

Approved claims are reimbursed based on the cargo’s declared value and coverage limits.

H. Corporate & Enterprise Clients

Refunds for enterprise or hospital contracts are governed by the applicable Service Level Agreement (SLA).

In most cases, credits are issued for future deliveries rather than direct refunds.

I. How Refunds Are Issued

Credit/Debit Card: Returned to original payment method.
ACH/Bank Transfer: Sent back to originating account.
Corporate Account: Credited to the account balance for future services.

Finova Cargo does not issue cash refunds or transfers to third parties.

For refund requests or billing inquiries:

📧 support@finovacargo.com

📍 Finova Cargo – Jacksonville, Florida, USA

Last updated: October 14, 2025

Refund Policy

A. Overview

Finova Cargo is committed to ensuring a transparent and fair refund experience for all customers.

This policy applies to all same-day, on-demand, scheduled, and expedited deliveries booked through FinovaCargo.com, our mobile platform, or partner integrations.

Refunds are processed based on service type, cancellation timing, and operational status of the assigned delivery.

B. Eligibility for Refunds

Refunds may be approved if:

The order was canceled within the free window (see Section K).
The shipment could not be completed due to a verified operational error caused by Finova Cargo.
The order was billed incorrectly or duplicated.
The cargo was covered by an insurance-backed liability claim and approved for reimbursement.

Refunds are not eligible for incorrect addresses, improper packaging, customer absence, or force majeure conditions.

C. Non-Refundable Situations

Refunds will not apply if:

The driver has been assigned or is already en route.
Pickup or delivery information provided by the customer is inaccurate.
Items were not ready at pickup or access was denied.
Wait-time, tolls, or special access fees were incurred.
Third-party or transaction processing fees (e.g., Stripe/Wix Payments) apply.