Cancellation & Refund Policy
FleetXchange · Version 1.0 · Effective: June 2025
Fleetxchange (Pty) Ltd · Governed by the laws of Botswana (Consumer Protection Act; Road Traffic Act)
1. Purpose & Scope
This Policy governs all cancellations of booked freight loads on the FleetXchange platform and sets out the refund entitlements of clients, the compensation obligations of transporters, and the fee-retention rights of FleetXchange. It applies to all bookings made on the FleetXchange platform, including those placed via the web portal and mobile application.
FleetXchange operates as a managed freight marketplace. When a booking is confirmed, FleetXchange commits both a client load and a transporter vehicle to one another, removing that transporter from availability for other loads. Cancellations therefore carry real costs for all parties, and this Policy distributes those costs fairly based on the circumstances of the cancellation.
2. Key Definitions
- Booking — A confirmed freight load assignment between a client and a transporter on the FleetXchange platform.
- Booking Value — The total amount charged to the client for the load, inclusive of VAT and the FleetXchange platform fee.
- Platform Fee — FleetXchange's service and administration charge included within the Booking Value.
- Pre-Dispatch — The period between booking confirmation and the transporter departing their yard/base to collect the load.
- En Route — The transporter has left their yard/base and is travelling to the collection point.
- On Site — The transporter has arrived at the collection point and is ready to load.
- Partial Trip — A trip commenced but not completed (e.g. load collected but delivery abandoned).
- Force Majeure Event — An unforeseeable event outside either party's reasonable control (see Section 7).
3. Cancellation Scenarios & Refund Entitlements
| Scenario | Who Cancels | Client Refund | Transporter Compensation |
|---|---|---|---|
| Transporter cancels — any time | Transporter | 100% | Cancellation fee charged (BWP 50 / 100 / 150 by load value) |
| Client cancels — more than 10 min before dispatch | Client | 100% | Nil (no costs yet incurred) |
| Client cancels — less than 10 min before dispatch (not yet departed) | Client | 90% | 5% holding fee |
| Client cancels — transporter en route | Client | 82% | 13% (fuel + time) |
| Client cancels — transporter on site | Client | 75% | 20% (fuel, waiting, lost opportunity) |
| Transporter >2 hrs late and client cancels | Client | 100% | None — transporter's own fault |
| Force Majeure | Either | 100% | Nil unless partially completed |
4. Transporter-Initiated Cancellations
A transporter who accepts a booking makes a binding commitment. If a transporter cancels for any reason other than a verified Force Majeure event, the client receives a full 100% refund of the Booking Value within 5 business days. A tiered cancellation fee is charged to the transporter and deducted from their next settlement or invoiced separately: BWP 50 for loads below P5,000; BWP 100 for loads between P5,001 and P50,000; BWP 150 for loads above P50,000. This fee is retained by FleetXchange and is not passed to the client. FleetXchange waives its platform fee entirely in the interest of client trust. Repeated cancellations trigger a formal warning and may result in suspension or removal from the platform.
5. Client-Initiated Cancellations
Client cancellation refunds are tiered based on the stage at which the cancellation occurs, reflecting the real costs progressively incurred from the moment a booking is confirmed. Because FleetXchange loads are on-the-spot, the free cancellation window is short.
5.1 Free Cancellation Window (More Than 10 Minutes Before Dispatch)
Where a client cancels more than 10 minutes before the agreed dispatch time (the time the transporter is due to depart their yard), and the transporter has not already arrived at the collection point, the client receives a 100% refund processed within 5 business days. No penalty applies. If the transporter has already arrived at the collection point within that window, the free cancellation window no longer applies and the on-site provisions in 5.4 take effect.
5.2 Late Pre-Dispatch Cancellation (Less Than 10 Minutes Before Dispatch)
Where a client cancels less than 10 minutes before the agreed dispatch time but before the transporter has departed their yard, the client receives a 90% refund. FleetXchange retains 5% as a platform administration fee, and the transporter receives 5% as a holding fee for the availability lock-in and short-notice disruption.
5.3 En Route Cancellation (Transporter Has Departed, Not Yet Arrived)
Where a client cancels after the transporter has departed but before arriving at the collection point, the client receives an 82% refund. FleetXchange retains 5% platform administration fee, and the transporter receives 13%, covering fuel (approx. 8% of Booking Value) and driver time (approx. 5%). Where a transporter demonstrates materially higher actual costs with supporting documentation, FleetXchange may adjust the transporter's portion up to a maximum of 18% at its discretion, without reducing the client refund below 82%.
5.4 On-Site Cancellation (Transporter Has Arrived)
Where a client cancels after the transporter has arrived at the collection point and is ready to load, the client receives a 75% refund. FleetXchange retains 5% platform administration fee, and the transporter receives 20%, covering fuel to and from the collection point (approx. 8%), driver time on site and in transit (approx. 7%), and lost load opportunity (approx. 5%).
6. Transporter Lateness — Client-Elected Cancellation
A transporter is expected to arrive at the collection point within 30 minutes of the agreed arrival time. Where a transporter arrives or is projected to arrive more than 2 hours late without adequate prior notice and the client elects to cancel, the client is entitled to a full 100% refund regardless of how far the transporter has travelled. FleetXchange waives its platform fee, and the transporter bears their own fuel and time costs. FleetXchange will use GPS and platform telemetry data to verify lateness claims before processing this category of refund. Where lateness is caused by factors outside the transporter's control (road closures, accidents, police roadblocks), the transporter must notify the FleetXchange operations desk immediately, and FleetXchange may treat it as a Force Majeure event at its sole discretion. Minor lateness (under 2 hours) does not trigger automatic refund entitlement.
7. Force Majeure
A Force Majeure Event is an unforeseeable event entirely outside a party's reasonable control that prevents performance of the booking. Qualifying events include natural disasters (flooding, severe storms, extreme weather); government-declared emergencies or public health events; road closures or national emergency restrictions on vehicle movement; sudden and severe mechanical breakdown of the transport vehicle (where no prior fault or negligence); and death or serious illness of the driver with no available substitute.
Force Majeure does NOT include poor road conditions the transporter should have anticipated, vehicle issues caused by inadequate maintenance, commercial inconvenience, or a better offer from another party. The cancelling party must notify FleetXchange within 2 hours of becoming aware of the event, and FleetXchange will request supporting evidence within 48 hours. FleetXchange's assessment of whether an event qualifies is final. If a partial trip has been completed, payment is pro-rated for the distance completed.
8. Partial Trips
8.1 Transporter at fault: The client is refunded pro-rata for the uncompleted distance (e.g. if 60% of the journey was completed, the client receives a 40% refund of the transport portion). Where load damage has occurred due to transporter negligence, the client is entitled to a full refund and FleetXchange will facilitate a dispute and insurance claim process. The transporter is paid for the completed portion only, and a cancellation penalty (BWP 50 / 100 / 150 by load value) is charged.
8.2 Client at fault: The client is charged the full Booking Value regardless of the distance completed. The transporter is paid in full for the completed portion plus reasonable standby costs where applicable, and FleetXchange retains its full platform fee.
9. Refund Processing
Standard client refunds are processed within 5 business days to the original payment method. Lateness-triggered and Force Majeure refunds may take up to 7 business days pending verification. Partial-trip (transporter-fault) refunds take up to 10 business days with a written breakdown. Disputed refunds may take up to 30 business days following resolution of the formal dispute process. Refund timelines refer to the date FleetXchange initiates the refund, not the date of receipt. Refunds are processed in Botswana Pula (BWP) at the original transaction rate.
10. How to Cancel a Booking
All cancellations must be made through official FleetXchange channels (the web portal or mobile app: My Bookings → Active Load → Cancel Booking; or the FleetXchange operations desk). FleetXchange will issue a Cancellation Confirmation Reference within 30 minutes during operating hours. The refund tier applicable at the time of confirmed cancellation is locked at that moment. Communicating a cancellation directly to the transporter without notifying FleetXchange does not constitute a valid cancellation.
11. Disputes & Appeals
A client or transporter may dispute a refund decision within 14 calendar days of receiving the refund breakdown, through the FleetXchange platform's built-in support ticket system (My Bookings → Raise Dispute). Include the Booking Reference, the decision being disputed, the grounds, and supporting evidence. Disputes submitted by email or WhatsApp will be redirected and not actioned until a formal ticket is opened. Acknowledgement within 2 business days; internal review within 10 business days; final decision within 14 business days of acknowledgement. FleetXchange's decision is final and binding, without prejudice to a party's right to refer the matter to the relevant consumer protection authority or seek independent legal advice.
12. Non-Refundable Items
The following are non-refundable in all circumstances: platform convenience fees or premium listing charges where separately itemised; third-party charges (border crossing fees, toll fees, police clearance fees) already paid on behalf of the client or transporter; and any add-on service fees where the service has been activated. GIT Insurance premiums are governed separately under Section 13.
13. Goods in Transit (GIT) Insurance
FleetXchange offers optional GIT insurance on all bookings, underwritten by Botswana Insurance Company (Pty) Ltd. GIT insurance protects the client's goods against loss, theft, and damage whilst in the transporter's custody during a confirmed FleetXchange load. The premium is calculated on a sliding scale based on declared goods value.
13.1 Premium Sliding Scale
| Declared Goods Value | Premium Rate |
|---|---|
| Below P5,000 | 1.50% |
| P5,000 – P15,000 | 1.00% |
| P15,001 – P50,000 | 0.75% |
| P50,001 – P100,000 | 0.50% |
| P100,001 – P250,000 | 0.30% |
| P250,001 – P500,000 | 0.20% |
| P500,001 – P750,000 | 0.195% |
| P750,001 – P1,000,000 | 0.180% |
| P1,000,001 and above | 0.160% |
13.2 Who Pays the Premium
The GIT premium is charged to the client as a separate, itemised line on the booking invoice and shown clearly at checkout, included by default. Clients may opt out before confirming a booking. The premium is passed directly to the insurer (Botswana Insurance Company (Pty) Ltd) on a monthly declaration basis. FleetXchange's commission is calculated on the freight charge only. Clients who opt out do so at their own risk; FleetXchange accepts no liability for loss, theft, or damage to uninsured goods. Transporters remain liable for loss or damage caused by their own negligence regardless of whether GIT insurance is in place.
13.3 GIT Premium Refunds on Cancellation
Where the transporter cancels, or the client cancels during the free window (more than 10 minutes before dispatch, transporter not yet departed), the premium is fully refunded — the insurance risk period had not commenced. Once the transporter has departed (risk period commenced), the premium is non-refundable and is declared to the insurer as part of the monthly premium declaration; it is not retained by FleetXchange as income. Transporter-lateness and Force Majeure cancellations follow the freight-refund treatment (100% premium refund).
13.4 Claims Under GIT Insurance
The client must notify FleetXchange of any loss or damage event within 24 hours of delivery being completed (or failing to be completed), providing the booking reference, description of goods and declared value, photographs of the damage (where applicable), the signed proof of delivery or exception note, and a police report (for theft claims). The insurer's assessment and settlement decision is independent of FleetXchange, whose role is to facilitate, not to underwrite or guarantee the claim. Where a successful claim is made, the insurance payout is the remedy and FleetXchange will not separately reimburse the same loss, without prejudice to the client's rights against the transporter under Section 8.
13.5 Excess (Deductible) on GIT Claims
All successful GIT claims are subject to an excess, borne solely by the client. The excess is the greater of 10% of the claim value or the applicable minimum excess for the declared goods value band:
| Declared Goods Value Band | Excess Rate | Minimum Excess |
|---|---|---|
| Below P5,000 | 10% of claim | P100 |
| P5,001 – P15,000 | 10% of claim | P250 |
| P15,001 – P50,000 | 10% of claim | P500 |
| P50,001 – P100,000 | 10% of claim | P750 |
| P100,001 – P250,000 | 10% of claim | P1,000 |
| P250,001 – P500,000 | 10% of claim | P2,000 |
| P500,001 – P750,000 | 10% of claim | P5,000 |
| P750,001 and above | 10% of claim | P10,000 |
The excess is deducted from the insurer's settlement before any payout. Where the settlement is less than the applicable excess, no payout is made and the client bears the full loss. The excess applies per claim and is separate from, and in addition to, the GIT premium.
14. Repeat Cancellation Policy
Clients: 3 or more cancellations in a rolling 90-day period trigger an account review. FleetXchange may require pre-payment of a non-refundable booking deposit for clients with a repeat cancellation history, and may suspend clients engaging in bad-faith bookings.
Transporters: 3 or more transporter-initiated cancellations in a rolling 60-day period result in a formal warning; 5 or more may result in temporary suspension. Transporters who cancel within 2 hours of a confirmed dispatch time are subject to a reliability score penalty visible to clients.
15. Policy Updates & Notifications
FleetXchange reserves the right to update this Policy at any time. Material changes will be communicated to registered users at least 14 days before they take effect via email, in-platform notice, and the updated Policy document. Bookings confirmed before the effective date of an update will be governed by the version in force at the time of confirmation.
16. Contact
Operations: info@fleetxchange.africa · Refund queries: info@fleetxchange.africa · Disputes: info@fleetxchange.africa
Registered Address: Fleetxchange (Pty) Ltd, Plot 920, African Mall, Gaborone, Botswana. Approved by Tshepiso Sebolao, Co-Director, June 2025.