Cancellation & Refund Policy

Purpose

This Cancellation & Refund Policy explains when a customer may cancel a request or order made through the FrigX platform and when the customer may be entitled to a full refund, partial refund, or no refund.

FrigX operates as a construction logistics marketplace connecting customers with verified suppliers, truck operators, drivers, equipment providers and other approved service providers. FrigX does not necessarily own the vehicle, equipment or materials used to fulfil an order.

Refund decisions will therefore take into account the stage of the order, costs already incurred by the provider, and the reason for cancellation.

Customer Cancellation

A customer may request cancellation of an order through the FrigX platform or through an approved FrigX communication channel.

The amount refundable, if any, will depend on the stage of the order when cancellation is requested.

The 10% booking deposit forms part of the total order price and is not an additional charge. The deposit is not automatically non-refundable. Any refund will be determined in accordance with this Cancellation & Refund Policy, taking into account the stage of the order and any reasonable costs already incurred.

Cancellation Before Provider Assignment

If the customer cancels before a provider has been assigned to or accepted the order and no material or service-related cost has been incurred:

The customer will generally be entitled to a full refund, less any applicable non-refundable payment-processing charges, where applicable.

Cancellation After Provider Assignment but Before Acceptance

Where a provider has been assigned but has not yet accepted the order, FrigX will assess the cancellation and any costs already incurred.

Where no material cost, transport cost or other reasonable fulfilment expense has been incurred, a full refund will normally apply.

Cancellation After Provider Acceptance

If the provider has accepted the order, the customer may still request cancellation.

However, the refund may be reduced where the provider has incurred reasonable costs or committed resources to fulfil the order.

Such costs may include, where applicable:

• Dispatch or mobilisation costs;
• Driver or operator costs;
• Transportation costs;
• Loading arrangements;
• Material preparation or reservation;
• Equipment mobilisation;
• Other reasonable costs directly connected with the accepted order.

Any amount retained must be reasonably related to costs or commitments arising from the cancelled order.

Cancellation After the Provider Has Started Travelling

If the provider has already started travelling to the customer’s location, the customer may not be entitled to a full refund.

FrigX may deduct reasonable mobilisation, transportation or other costs already incurred before processing the remaining refund.

The amount retained will depend on the circumstances of the particular order.

Cancellation After Loading or Supply Has Commenced

Where materials have already been loaded, dispatched, delivered, supplied, or a service has commenced, the customer may not be entitled to a full refund.

Depending on the circumstances:

• Material costs already incurred may be deducted;
• Loading, transport or mobilisation costs may be deducted;
• Services already performed may be charged;
• The unused or undelivered portion may be eligible for a refund.

Where materials cannot reasonably be returned or recovered, the customer may be responsible for the associated cost.

Customer-Side Failure

A cancellation or failed fulfilment caused by the customer may be treated as a customer-caused cancellation.

This includes situations where the customer:

• Provides an incorrect or incomplete delivery location;
• Fails to provide reasonable access to the site;
• Is unavailable to receive the order;
• Fails to provide necessary site instructions;
• Provides inaccurate information about the site or delivery requirements;
• Refuses delivery after the provider has arrived without a valid reason;
• Fails to make required arrangements for safe delivery or service;
• Causes unreasonable delay that prevents the provider from completing the order.

In such circumstances, FrigX may deduct reasonable costs already incurred by the provider and may refund any remaining eligible balance.

Provider Cancellation or Failure to Fulfil

Where a provider cancels an accepted order, fails to fulfil the order, or is otherwise unable to provide the agreed service for reasons not caused by the customer, FrigX will make reasonable efforts to:

• Arrange an alternative approved provider; or
• Provide the customer with a refund where an alternative provider cannot reasonably be arranged.

Where the provider has failed to fulfil the order and the customer has not caused the failure, the customer will generally be entitled to a full refund of the amount paid for the unfulfilled portion of the order.

FrigX may also take appropriate action against the provider under its Provider Terms and Conditions.

Partial Fulfilment

Where only part of an order has been successfully fulfilled, FrigX may provide a partial refund for the portion that was not fulfilled.

For example, where a customer orders a specified quantity of construction material and only part of the order is delivered, the refund may be calculated based on the undelivered portion, together with any applicable charges that should no longer apply.

FrigX Service or Platform Failure

If an order cannot be fulfilled because of a material failure attributable to FrigX, and the customer has not caused the failure, FrigX will assess the circumstances and may provide:

• A full refund;
• A partial refund;
• Rebooking with another provider; or
• Another appropriate resolution.

FrigX will not be responsible for delays or failures caused by circumstances outside its reasonable control, subject to applicable law.

Emergency and Exceptional Circumstances

FrigX may consider special circumstances where cancellation or non-fulfilment results from events outside the reasonable control of the customer or provider.

These may include:

• Severe weather;
• Flooding;
• Road closures;
• Accidents;
• Government restrictions;
• Civil disturbances;
• Natural disasters;
• Serious safety risks;
• Other circumstances that make fulfilment impracticable or unsafe.

In such circumstances, FrigX will assess the order individually and determine the appropriate refund, rebooking or alternative arrangement.

Refund Calculation

Where a refund is approved, FrigX may deduct legitimate amounts already incurred in connection with the order, including reasonable provider costs where applicable.

The refund calculation may therefore be:

Amount Paid − Applicable Costs Already Incurred = Refund Amount

FrigX will not use cancellation charges as a means of imposing unreasonable penalties on customers.

Refund Processing

Once a refund has been approved, FrigX will initiate the refund through the applicable payment method or process.

The time for the funds to appear in the customer’s account may depend on the payment provider, bank, mobile-money operator or other financial institution involved.

FrigX is not responsible for delays caused solely by a customer’s bank, mobile-money provider or payment processor.

Disputes Regarding Cancellation or Refunds

If a customer disagrees with a cancellation or refund decision, the customer may contact FrigX through the official customer support channel and provide:

• Order or reference number;
• Date of the order;
• Reason for cancellation;
• Relevant photographs, messages or other evidence where applicable.

FrigX may review information from the customer, provider, driver/operator, payment records and platform records before making a final determination.

No Refund for Fraudulent or Abusive Claims

FrigX reserves the right to investigate suspected fraudulent, dishonest or abusive refund claims.

Where there is reasonable evidence of fraud, deliberate misrepresentation, repeated abuse of the refund process, or other prohibited conduct, FrigX may reject the claim and may take appropriate action under the FrigX Terms and Conditions.

FrigX Pricing and Provider Payments

• The customer-facing price is the total price confirmed for the order through the FrigX platform.
• FrigX's earnings and the amounts payable to suppliers, drivers, operators and other service providers shall be determined in accordance with the applicable provider agreement.
• Where an order is cancelled or not successfully fulfilled, any refund or amount retained shall be determined in accordance with this policy and the applicable transaction terms.
• FrigX will not automatically treat any portion of a payment as non-refundable in every cancellation circumstance.

Refunds for Defective, Incorrect or Unsatisfactory Fulfilment

A customer who receives the wrong material, materially deficient quantity, or a service that materially differs from the agreed order should report the issue to FrigX as soon as reasonably possible.

Depending on the circumstances, FrigX may arrange:

• Correction or replacement;
• Completion of the outstanding service;
• Partial refund;
• Full refund for the affected portion; or
• Another reasonable resolution.

Customers should provide photographs, delivery information or other supporting evidence where reasonably possible.

How to Request a Cancellation or Refund

Customers should submit cancellation or refund requests through the FrigX platform or designated customer-support channel.

The request should include the relevant order/reference number and a brief explanation of the reason for cancellation or refund.

FrigX may contact the customer or provider for additional information before making a decision.

Policy Changes

FrigX may update this Cancellation & Refund Policy from time to time to reflect changes in its services, platform operations, payment arrangements or applicable legal requirements.

The version applicable to an order will generally be the policy in effect at the time the order was placed, unless otherwise required by law or expressly agreed.

Contact

For cancellation and refund enquiries, customers should contact FrigX through the official customer-support channels provided on the FrigX platform.