Cancellation Policy
Effective 26 May 2026
Overview
RunLane uses manual payment capture — your card is authorized at booking but only charged when you confirm delivery. This gives you a clear cancellation window. Refund eligibility depends on how close to pickup you cancel.
Shipper cancellations
| When you cancel | Outcome |
|---|---|
| Before card entry | Full refund — authorization voided, card never charged |
| 24 + hours before pickup | Full refund — authorization voided, card never charged |
| 4 – 24 hours before pickup | 50% cancellation fee. The other 50% is refunded to your original payment method (5–10 business days). |
| Under 4 hours before pickup | No refund. The carrier has committed to your load. Full charge retained. |
| After pickup begins | No refund — shipment is in transit |
The cancellation modal on your shipment detail page will show the exact dollar amounts before you confirm. If you need help with a cancellation, contact support@run-lane.com.
Carrier cancellations
If a carrier cancels after accepting your load, you receive a full refund regardless of timing — your authorization is voided and you are never charged. Your shipment is returned to the marketplace and we will work to find you a replacement carrier immediately.
Carriers who cancel receive a trust score penalty. Repeated cancellations result in automatic suspension from the platform pending manual review.
Carrier no-show
If a carrier does not arrive within the agreed pickup window and has not posted a tracking update, contact RunLane support immediately. We will:
- Void the PaymentIntent — you will not be charged
- Re-run the matching engine to find a replacement carrier where possible
- Record the incident against the carrier's trust score
Refund timing
For full refunds, funds return as a reversal of the authorization — most banks remove the hold within 5–7 business days depending on your card issuer. For partial refunds (4–24 hour window), the captured portion is processed as a standard refund and typically appears within 5–10 business days.
Contact
Questions about a cancellation? Contact support or email support@run-lane.com.