Refunds & Disputes

Money you add to your wallet stays yours until you spend it on a load. Funds you have not reserved for a load can be refunded to your original payment method on request, minus any fees charged to us by the payment processor that we cannot recover. Open a support ticket under “Payment” to ask.

Funds reserved for an open load return to your available balance when you cancel the load.

You can cancel a load that no driver has accepted, at no cost. Once a driver has accepted a load, you cannot cancel it yourself; contact support and we will help arrange a resolution.

After a driver completes a delivery, you have 24 hours to confirm it or open a dispute. Confirming releases the fee: 88% to the driver and 12% platform fee. If you do nothing and no dispute is open, the delivery is confirmed automatically at 24 hours.

Open a dispute from the load page within the 24-hour window, with a clear description of what went wrong, for example freight damaged, wrong recipient or not delivered. The funds stay reserved while we review.

We look at the delivery photo, the recipient name and signature, the timeline of status changes and what both sides tell us. We then either pay the driver or release the funds to the shipper. Both parties are notified by email. We aim to decide within five business days.

Disputes opened for no reasonable cause, or repeated bad-faith disputes, can lead to account restrictions.

Our dispute process decides who receives the delivery fee. It does not compensate for the value of lost or damaged freight, because drivers are independent carriers. Shippers should insure valuable items, and can pursue the driver directly. We will share the records we hold about a delivery with either party where the law allows.

Drivers can request a payout of their available balance (minimum $10.00). The amount leaves the wallet when requested, and our team sends the payout manually and emails you when it is done. If a payout cannot be sent, we reject it and the amount returns to your wallet.

If you see a charge or ledger entry you do not recognize, contact support@tamfreight.com straight away. Please contact us before filing a chargeback with your bank; we can usually resolve it faster. Where a payment is reversed by a card network, we may reduce the related wallet balance and suspend the account while we investigate.