1. Purpose

This Refunds and Disputes Policy outlines how TruckAll handles:

• Refund requests for subscription fees and services
• Payment disputes between contractors and their clients
• Transaction disputes involving pay-ins and pay-outs
• Chargebacks and unauthorised transaction claims

2. Scope

This policy applies to:

• Subscription Refunds: Refunds for TruckAll platform subscription fees (Basic Plan and Pro Plan)
• Pay-In Disputes (Pro Plan only): Disputes relating to payments received from clients
• Pay-Out Disputes (Pro Plan only): Disputes relating to payments/disbursements from a Contractor’s TruckAll account — including staff payments, vendor/service provider payments, BPAY bill payments, and withdrawals to the Contractor’s own bank account
• Invoice Payment Link Disputes (Pro Plan feature): Disputes from payments collected via shareable invoice links
• Tap to Pay Disputes (Pro Plan feature): Card payment disputes from in-person smartphone terminal transactions
• Independent Operator Disputes (Pro Plan add-on): Disputes involving direct-to-customer transactions
• Transaction Errors (Pro Plan only): Incorrect amounts, duplicate payments, failed transactions
• Unauthorised Transactions (Pro Plan only): Payments made without proper authorisation

3. Definitions

• Basic Plan: TruckAll subscription for fleet management features only (no payment processing)
• Pro Plan: TruckAll subscription with full payment processing features via Zai
• Contractor: A TruckAll customer who uses the platform to manage fleet operations and payments (if Pro Plan)
• Client: A third party (e.g., freight company) that pays the Contractor for services
• Staff: Drivers, offsiders, and other personnel who receive payments through TruckAll as employees or ABN contractors (Pro Plan feature)
• Pay-In: Money received into a Pro Plan Contractor’s TruckAll account from their Clients
• Pay-Out: Money disbursed from a Pro Plan Contractor’s TruckAll account to any recipient, including Staff, the Contractor’s own business bank account, third-party vendors/service providers, and BPAY bill payments
• Chargeback: A transaction reversal initiated by a payer’s bank

4. TruckAll Subscription Fees (Part A)

TruckAll offers subscription plans for access to the platform. Subscription terms and pricing are displayed at the time of purchase and in the customer’s account.

4.2 Free Trial Period

• New customers may be offered a free trial period
• No payment is taken during the trial
• Customer must cancel before trial ends to avoid charges
• Trial terms are communicated at sign-up

4.3 Refund Eligibility — Subscriptions

• Within 14 days of initial purchase: Full refund — no questions asked; cancel via account
• Service unavailable (our fault): Pro-rata refund — outage >24 hours; verified by TruckAll
• Duplicate charge: Full refund of duplicate — automatic upon identification
• Charged after cancellation: Full refund — cancellation must be on record
• Mid-cycle cancellation: No refund — access continues until period ends
• Annual plan early termination: Pro-rata refund — only if we discontinue service or breach terms

4.4 How to Request a Subscription Refund

1. Log in to your TruckAll account 2. Navigate to Settings > Billing > Request Refund 3. Select the charge in question 4. Provide reason for refund request 5. Submit request

Or contact us directly: Email: Depot@truckall.au | Phone: +61 485 000 011

4.5 Refund Processing Time

Refunds are returned to the original payment method.

• Credit/Debit Card: 5–10 business days
• Direct Debit: 5–10 business days
• Bank Transfer: 3–5 business days

4.6 Plan Changes and Refunds

TruckAll offers two plan types: Basic Plan (fleet management only) and Pro Plan (full payment features).

Upgrading from Basic to Pro: Mid-cycle upgrade receives pro-rata credit for remaining Basic Plan period applied to first Pro Plan payment. No refund after Pro Plan verification begins (onboarding costs incurred).

Downgrading from Pro to Basic: No refund; Pro Plan access continues until period ends, then switches to Basic. Annual Pro Plan must complete annual period unless TruckAll discontinues Pro features. Downgrade delayed until all pending transactions cleared.

• Downgrading to Basic Plan means loss of all payment features including: Zai virtual account (closed), Pay-in/pay-out processing, Invoice Payment Links, Tap to Pay, Payroll and contractor payment disbursements, Independent Operator mode (if enabled)
• Before downgrading, users must: complete all pending payouts, resolve any outstanding disputes, withdraw any remaining balance from Zai account, export transaction records (if needed)
• Verification data retained: Pro Plan KYC/AML verification records remain on file for 7 years (regulatory requirement)
• Re-upgrading to Pro: Users who downgrade and later re-upgrade may be required to complete verification again if more than 12 months have passed, identity documents have expired, or business structure has changed

5. Pay-In Disputes (Part B — Pro Plan Only)

5.1 Client Short-Payment Disputes: When a Client pays less than the invoiced amount, TruckAll’s AI Dispute feature helps Contractors identify and pursue the discrepancy.

• TruckAll’s Role: Identify discrepancies between expected and received payments; generate dispute correspondence drafts; track dispute status and outcomes; provide evidence packages (PODs, job records, tracking data)
• TruckAll Does NOT: Guarantee recovery of disputed amounts; act as a debt collector; provide legal representation; mediate between Contractor and Client

5.2 Failed Pay-In Transactions

• Payment rejected (insufficient funds, closed account): Contractor to follow up with Client
• Payment delayed (bank processing, public holidays): Usually resolves within 2–3 business days
• Wrong amount received (Client error): Contractor to liaise with Client
• Payment not matched (missing reference): TruckAll support can assist with matching

5.3 Unauthorised Pay-In Claims

If a Client’s bank initiates a chargeback claiming the payment was unauthorised: 1) TruckAll is notified by Zai; 2) Contractor is immediately notified; 3) Funds may be held pending investigation; 4) Contractor must provide evidence (contract, POD, communications); 5) TruckAll submits evidence to Zai for chargeback defence; 6) Bank makes final determination (typically 45–90 days).

• Contractor Obligations: Respond to evidence requests within 48 hours; provide complete and accurate documentation; cooperate with investigation

6. Pay-Out Disputes (Part C — Pro Plan Only)

Pay-outs from a Contractor’s TruckAll account may be directed to multiple recipient types. This section covers disputes for all outgoing payment types.

6.1 Staff Payment Disputes

• Incorrect amount: Staff believes payment is wrong — Contractor reviews shift/rate data; TruckAll provides transaction records
• Missing payment: Staff claims payment not received — TruckAll traces transaction; bank confirmation obtained
• Duplicate payment: Staff received same payment twice — Contractor initiates recovery; staff may need to return funds
• Wrong recipient: Payment sent to wrong account — Immediate trace initiated; recovery attempted

6.2 Vendor and Service Provider Payment Disputes

Contractors may make pay-outs to third-party vendors and service providers (e.g., mechanics, parts suppliers, fuel providers, insurance, registration authorities) via BSB + Account Number, PayID, or BPAY.

• Incorrect amount: Contractor reviews invoice/quote; TruckAll provides transaction records
• Missing payment: TruckAll traces transaction via Zai; bank confirmation obtained
• Duplicate payment: Contractor initiates recovery with vendor; TruckAll provides transaction evidence
• Wrong recipient: Immediate trace initiated; recovery attempted but not guaranteed
• BPAY payment error: TruckAll traces via Zai; Contractor to liaise with biller for misdirected funds
• Contractor Responsibility: Contractors are responsible for verifying vendor payment details before initiating payment. TruckAll assists with tracing and recovery but cannot guarantee recovery of misdirected funds.

6.3 Contractor Withdrawal Disputes

Contractors may withdraw funds from their TruckAll (Zai) virtual account to their own verified business bank account.

• Withdrawal not received: TruckAll traces with Zai; bank processing times apply (1–2 business days)
• Incorrect amount: TruckAll investigates; transaction records provided
• Withdrawal rejected: TruckAll identifies cause; Contractor updates details or retries

6.4 Failed Pay-Out Transactions (All Recipient Types)

• Account closed: Recipient must provide new payout details
• Name mismatch: Recipient must verify destination ownership
• Invalid BSB/Account: Sender to confirm correct details
• Invalid PayID: Recipient to confirm correct PayID or use alternative method
• Invalid BPAY details: Sender to confirm correct BPAY details with biller
• Bank rejection: Re-attempt after correction
• Insufficient funds: Contractor to top up account and retry

6.6 Contractor vs Staff Disputes

Disputes between Contractors and Staff regarding pay rates, hours worked, or entitlements are not TruckAll disputes. TruckAll provides transaction records, shift and job data, and system logs.

TruckAll does not arbitrate payment disputes between Contractors and Staff. For employee Staff, unresolved disputes may be escalated through Fair Work Australia. For ABN contractor Staff, standard commercial dispute resolution applies.

7. Invoice Payment Link Disputes (Part D — Pro Plan Feature)

Invoice Payment Links allow Pro Plan Contractors to create invoices and share payment links with customers for direct payment collection.

• Service not delivered: Contractor issues refund via TruckAll
• Incorrect amount charged: Contractor issues partial/full refund
• Duplicate payment: Automatic refund upon detection (TruckAll)
• Unauthorised payment: Investigation required (case-by-case)
• Customer dispute (card): Chargeback process applies

7.2 Contractor Refund Obligations

Contractors using Invoice Payment Links agree to:

• Process legitimate refund requests within 5 business days
• Maintain sufficient balance to cover potential refunds
• Respond to customer complaints within 48 hours
• Provide evidence of service delivery when requested

8. Tap to Pay Disputes (Part E — Pro Plan Feature)

Tap to Pay enables Pro Plan Contractors to accept card payments in-person using their smartphone. Card payments carry specific dispute rights and processes governed by card scheme rules (Visa, Mastercard, EFTPOS).

• Cardholder dispute: Customer claims transaction was unauthorised or incorrect — chargeback process
• Service dispute: Customer claims service not provided or unsatisfactory — chargeback process
• Duplicate charge: Same card charged multiple times — refund + investigation
• Technical error: Transaction failed but card charged — automatic reversal or refund

8.2 Chargeback Liability for Tap to Pay

Important: Contractors accepting Tap to Pay payments assume chargeback liability. This means:

• If a customer disputes a charge with their bank, the funds may be reversed
• Contractor is responsible for providing evidence to defend chargebacks
• Undefended or lost chargebacks are debited from Contractor’s account
• Excessive chargebacks may result in Tap to Pay feature suspension

8.3 Tap to Pay Chargeback Timeframes

• Customer dispute to bank: Up to 120 days from transaction
• Notification to Contractor: Within 2 business days of receipt
• Evidence submission deadline: 7 calendar days from notification
• Bank decision: 45–90 days from dispute

8.5 Tap to Pay Refund Processing

• Same-day void (within 24 hours): Original card (automatic)
• Standard refund (1–30 days): Original card (3–5 business days)
• Late refund (>30 days): May require bank transfer
• Refunds cannot exceed original transaction amount; partial refunds are permitted; multiple partial refunds permitted up to original amount

9. Independent Operator Disputes (Part F — Pro Plan Add-On)

Independent Operators use TruckAll (Pro Plan add-on) for direct-to-customer operations. This creates a different dispute dynamic compared to contracted operations.

9.1 Consumer Protection Considerations

When Independent Operators serve individual consumers (B2C), Australian Consumer Law may apply:

• Consumer guarantees: Services must be provided with due care and skill
• Refund rights: Consumers may be entitled to refunds for major failures
• Misleading conduct: Invoices and service descriptions must be accurate
• TruckAll does not adjudicate consumer rights disputes but may provide transaction records, facilitate communication, and process refunds initiated by Contractor

9.3 Independent Operator Obligations

Independent Operators agree to:

• Provide clear pricing before service delivery
• Issue accurate invoices reflecting services provided
• Respond to customer complaints within 48 hours
• Process legitimate refunds within 7 business days
• Maintain records of all jobs and customer communications
• Comply with Australian Consumer Law where applicable

10. Transaction Errors and Corrections (Part G — Pro Plan Only)

10.1 TruckAll System Errors:

• Duplicate transaction: Automatic reversal within 2 business days
• Incorrect amount (our error): Correction processed; customer notified
• Transaction to wrong account: Recovery initiated immediately; customer made whole
• Processing delay (our systems): Transaction prioritised; apology issued

10.2 Customer Input Errors

If an error is caused by customer input (e.g., wrong payout details, incorrect amount):

• TruckAll assists with tracing and recovery where possible
• Recovery cannot be guaranteed
• Customer bears risk for errors in their input
• Incorrect recipient may refuse to return funds

11. Requesting Transaction Corrections

How to Report an Error: Navigate to Transactions > Find the affected transaction > Click “Report Issue” > Select issue type and provide details > Submit for review. Or contact support: Email: Depot@truckall.au | Phone: +61 485 000 011

Information Required: Transaction ID or reference number, transaction date and amount, nature of the issue, expected vs actual outcome, supporting documentation (if available).

11.3 Investigation Timeframes

• Urgent (large amount, time-sensitive): Initial response within the next business day; resolution 1–2 business days
• Standard transaction error: Initial response within 2 business days; resolution 3–5 business days
• Complex dispute: Initial response within 2 business days; resolution 10–15 business days
• Chargeback defence: Initial response within the next business day; resolution 45–90 days (bank dependent)

12. Chargebacks and Unauthorised Transaction Claims (Part H — Pro Plan Only)

A chargeback occurs when a payer’s bank reverses a transaction, typically because: the payer claims they didn’t authorise the payment, claims they didn’t receive goods/services, claims the amount was incorrect, or fraud is suspected.

TruckAll’s Chargeback Process: 1) Notification received from Zai; 2) Contractor notified via email and in-app within 24 hours; 3) Evidence requested — Contractor has 48 hours to provide documentation; 4) Defence submitted to Zai; 5) Bank review (45–90 days); 6) Outcome — chargeback upheld (funds debited) or reversed (funds returned).

12.3 Evidence for Chargeback Defence

Strong chargeback defence typically includes:

• Signed contract or agreement
• Proof of delivery (POD, GPS tracking, photos)
• Email/SMS communications with payer
• Invoice matching the payment
• Payment authorisation records

12.4 Chargeback Liability

• Chargeback upheld — valid claim: Contractor liable; funds debited from account
• Chargeback upheld — fraud: Case-by-case; may involve insurance
• Chargeback reversed: No impact; funds returned if held
• Chargeback due to TruckAll error: TruckAll liable

12.5 Provisional Holds

When a chargeback is received:

• Disputed amount may be placed on hold
• Hold remains until bank determination
• Contractor cannot withdraw held funds
• Hold released upon resolution

13. Unauthorised Transaction Claims

If you see a transaction you didn’t authorise: 1) Immediately contact TruckAll support; 2) Change your account password; 3) Review recent account activity; 4) Provide details of the unauthorised transaction; 5) We will investigate and take appropriate action.

13.3 Customer Liability for Unauthorised Transactions

Zai, as TruckAll’s licensed payments provider, is subject to the ePayments Code. Customer liability for unauthorised transactions processed through TruckAll’s payment features is governed by Zai’s obligations under the ePayments Code.

Under the ePayments Code, customer liability is limited where: customer did not contribute to the loss, customer notified TruckAll promptly, and customer was not negligent with credentials.

• Customers may be liable for losses where they: shared login credentials, failed to secure their account, delayed reporting the issue, or were grossly negligent

14. Internal Escalation (Part I)

If you are not satisfied with how your dispute is being handled:

• Level 1 — Support Team: Initial contact point; handles standard issues
• Level 2 — Operations Manager: Complex or escalated issues; request escalation via email to Depot@truckall.au
• Level 3 — Director: Unresolved complaints; policy exceptions

15. External Dispute Resolution

If your complaint is not resolved to your satisfaction through our internal process:

For payment-related disputes (Pro Plan): Payment processing on TruckAll is provided by Zai, a licensed financial services provider. Complaints may be directed to the Australian Financial Complaints Authority (AFCA) via Zai’s membership. AFCA: www.afca.org.au | 1800 931 678 | info@afca.org.au

For non-payment disputes (software/platform): Contact the relevant state or territory consumer affairs body. For privacy-related complaints: Office of the Australian Information Commissioner (OAIC) — www.oaic.gov.au | 1300 363 992

16. Communication (Part J)

Dispute-related communications are sent via email (primary), in-app notifications, and SMS (urgent matters only).

• Urgent dispute report: Response within the next business day
• Standard dispute report: Response within 2 business days
• Information request: Response within 3 business days
• Complaint: Response within 5 business days

17. Record Keeping

We maintain records of all disputes including: initial report and correspondence, investigation notes, evidence collected, outcomes and resolutions, and customer communications.

Records are retained for 7 years in accordance with regulatory requirements.

18. Policy Review

This policy is reviewed:

• Annually (at minimum)
• Following significant regulatory changes
• After patterns of disputes indicate policy gaps
• When directed by Zai or regulatory authorities

19. Contact Information

TruckAll Support: Email: Depot@truckall.au | Phone: +61 485 000 011 | Address: 3850 G, 470 St Kilda Rd, Melbourne VIC 3004

Compliance & Dispute Escalation: Email: compliance@truckall.au | Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST

Emergency After-Hours Protocol: For critical security or fraud matters outside business hours, email compliance@truckall.au with “URGENT” in the subject line. Emergency matters will be triaged and actioned within the next business day.