Refund & Cancellation Policy

1. Purpose & Scope

This Refund & Cancellation Policy ("Policy") establishes the global framework governing refunds, cancellations, and service credits across all Joyner Transportation & Logistic Services LLC ("Joyner," "we," "us," or "our") products and services. This Policy applies to all customers, members, subscribers, and users of Joyner Services. Service-specific cancellation and refund terms — where they exist — supplement this Policy and control in the event of a conflict with respect to the specific service they address.

2. General Principles

Joyner's refund and cancellation practices are guided by the following principles:

• Customers have a reasonable opportunity to cancel services before they are delivered
• Refunds are issued where Joyner fails to deliver a service through no fault of the customer
• Services that have been fully delivered are generally non-refundable
• Cancellation fees may apply where Joyner incurs costs in preparation for a service that is cancelled by the customer
• Service credits may be issued in lieu of cash refunds in certain circumstances
• Fraudulent refund requests are prohibited and may result in account termination

3. Transportation Services

The following cancellation and refund terms apply to Joyner's passenger transportation services, including Airport Shuttle, Corporate Shuttle, and Joyner Mobility:

3.1 Standard Cancellation Windows

• Cancellation more than 24 hours before scheduled pickup: Full refund to the original payment method, less any applicable booking fees
• Cancellation 2–24 hours before scheduled pickup: 50% refund of the trip fare; booking fees are non-refundable
• Cancellation less than 2 hours before scheduled pickup: No refund; full fare is charged
• No-show (failure to appear at scheduled pickup within the driver wait window): Full fare charged; no refund

3.2 Driver No-Show or Service Failure

If Joyner's driver fails to appear for a confirmed booking and Joyner is unable to dispatch an alternative vehicle within a reasonable time, the customer is entitled to a full refund of all amounts charged for that trip. Refunds for driver no-shows are processed within seven (7) business days.

3.3 Service Interruption During Trip

If a trip is interrupted or terminated early due to a vehicle breakdown, accident, or other cause attributable to Joyner, the customer will receive a pro-rated refund for the uncompleted portion of the trip or a full trip credit for a future booking, at Joyner's option.

4. Roadside Assistance — Joyner Autow

Cancellation and refund terms for Joyner Autow motor club memberships are governed exclusively by the Autow Cancellation & Refund Addendum. Key terms include:

• New members: 30-day satisfaction guarantee (full refund if no service calls used)
• Monthly memberships: no partial refunds after the 30-day guarantee period
• Annual memberships: pro-rated refund for unused months, less a $15 cancellation fee, provided no service calls have been used

5. Freight & Logistics Services

Cancellation and refund terms for Joyner Freight, Brokerage, Intermodal, Dispatch, and Pilot Services:

• Cancellation before carrier dispatch: Full refund less any administrative or booking fees already incurred
• Cancellation after carrier dispatch but before pickup: Cancellation fee equal to the applicable dry run or truck order not used (TONU) charge, typically $150–$300 depending on lane and service type
• Cancellation after freight has been picked up: No refund; full freight charges apply. Customer may be responsible for freight return costs.
• Joyner service failure: Full refund or re-delivery at Joyner's option where Joyner fails to deliver freight through its own fault

6. Warehousing Services

Storage fees already charged for a completed billing period are non-refundable. Refunds may be issued for:

• Prepaid storage fees for periods not yet begun, where the customer terminates the warehousing agreement with proper notice
• Fulfillment fees for orders that were not fulfilled due to Joyner error
• Receiving fees for shipments that Joyner refused to accept without valid reason

7. Technology Services — Joyner TMS

Subscription and billing terms for Joyner TMS are governed by the Joyner TMS Subscription & Billing Terms. General framework:

• Monthly subscriptions: no refund for the current billing month upon cancellation; access continues through the end of the paid period
• Annual subscriptions: pro-rated refund for unused months where cancellation is requested within 30 days of renewal; no refund after 30 days
• Setup and onboarding fees: non-refundable once onboarding has begun
• Downtime credits: issued in accordance with the Joyner TMS Service Level Agreement

8. Advertising Services — JoynerVu

Cancellation and refund terms for JoynerVu advertising campaigns are governed by the JoynerVu Advertiser Agreement. General framework:

• Cancellation more than 14 days before campaign start: full refund less 10% administrative fee
• Cancellation 7–14 days before campaign start: 50% non-refundable
• Cancellation less than 7 days before start or after launch: 100% non-refundable
• Under-delivery credits: issued where Joyner fails to deliver 90% of contracted impressions due to causes within its control

9. Service Credits

In certain circumstances, Joyner may issue service credits to a customer's Joyner account in lieu of a cash refund. Service credits:

• Are applied to future Joyner Services of the same or similar type as the original service
• Expire twelve (12) months from the date of issuance unless otherwise specified
• Are non-transferable and have no cash value
• Cannot be combined with promotional credits unless expressly permitted
• Are forfeited upon account closure

Where a customer is entitled to a refund, Joyner will offer the choice of a cash refund or a service credit of equal value, except where the applicable service-specific policy specifies credits only.

10. How to Request a Refund

To request a refund or report a service failure:

• Joyner mobile app: Navigate to your trip or order history, select the relevant booking, and tap "Help" or "Report an Issue"
• Email: billing@myjoyner.com — include your account name, booking reference number, date of service, and description of the issue
• Customer support portal: Available at myjoyner.com/support

Refund requests must be submitted within thirty (30) days of the service date or the date you became aware of the issue, whichever is earlier, unless a longer period is specified in the applicable service-specific policy. Requests submitted after this window may be denied.

11. Refund Processing Times

Approved refunds are processed as follows:

• Credit or debit card refunds: 5–10 business days to appear on your statement, depending on your card issuer
• ACH / bank transfer refunds: 3–5 business days
• Service credits: Applied to your account within 1–2 business days of approval

Refunds are issued to the original payment method used for the purchase. Joyner is not able to issue refunds to a different payment method without verification and approval from the billing team.

12. Non-Refundable Items

The following are non-refundable under all Joyner service lines unless a specific exception applies:

• Booking fees and platform service fees
• No-show charges
• Late cancellation charges (within the applicable cancellation window)
• Cleaning and damage fees
• Fuel delivery costs (Autow)
• Towing overage charges (Autow)
• Freight charges for shipments that have been picked up
• Completed fulfillment fees (Warehousing)
• Setup and onboarding fees (TMS)

13. Dispute Resolution

If you disagree with a refund decision, you may appeal by contacting billing@myjoyner.com within thirty (30) days of the decision. All refund disputes that are not resolved through Joyner's internal process are subject to the Joyner Arbitration & Dispute Resolution Policy.

14. Changes to This Policy

Joyner may update this Policy at any time. The current version is always available at the Joyner Legal Center. Continued use of Joyner Services after changes take effect constitutes acceptance of the revised Policy.

15. Contact

Refund and cancellation inquiries: billing@myjoyner.com | Joyner Transportation & Logistic Services LLC | Atlanta, Georgia.