Cancellation Policy
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 |
| Up to 24 hours before pickup | Full refund — authorization voided, card never charged |
| Booked with less than 24 hours' notice (same-day or next-morning pickups) | Full refund until 2 hours before pickup (and for up to 24 hours after you book, if pickup is further out than that) |
| After the free cancellation time | Cancellation fee that compensates the carrier for the slot they held (see below). The rest of your authorization is released to your original payment method (5–10 business days). A load booked less than 2 hours before pickup has no free window. |
| After pickup begins | Cannot be cancelled — the load is in transit. Confirm delivery when it arrives, or contact support if something is wrong. |
How the cancellation fee works
When you cancel after the free cancellation time, the carrier receives a flat “truck ordered, not used” payment: 25% of their agreed rate, at least $100 and at most $300 (never more than the agreed rate itself). You also pay RunLane's usual platform fee on that amount, exactly as on a completed load. The carrier receives the full amount; RunLane keeps only the platform fee.
Example: a $1,000 carrier rate has a $250 carrier payment plus a $37.50 platform fee, so you pay $287.50 and the remainder of your authorization is released.
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. When a cancellation fee applies, only the fee is charged and the rest of the authorization is released, typically within 5–10 business days.
Contact
Questions about a cancellation? Contact support or email support@run-lane.com.