Cancellation & Refund Policy
Last updated September 4, 2026. This policy covers courier services purchased from Spence Logistics LLC. A signed service agreement or contract with a client takes precedence over this page.
What this policy covers
We sell transportation, not goods. There is no product to return, so this policy is about when a charge is cancelled, adjusted, or credited.
Cancelling an on-demand run
- Before the courier is dispatched: no charge.
- After dispatch but before pickup: billed at the agreed dispatch or minimum rate, which covers the trip already underway.
- After pickup: billed in full, since the run is in progress and the material is in our custody.
Call dispatch at 914‑496‑9631 to cancel. A cancellation is effective when we acknowledge it, not when the message is sent.
Cancelling a scheduled route
Individual stops on a contracted route can be skipped with reasonable notice at no charge. Suspending or terminating a recurring route follows the notice period in the applicable agreement, typically thirty days. We do not hold clients to notice periods when the change is caused by something on our end.
If we fail to perform, you do not pay for it. A run we miss, arrive too late to complete, or cannot perform because of something within our control is not billed. If it has already been invoiced, it is credited.
Service credits
Where a written service level applies to a contracted route, missed windows are credited on the terms stated in that agreement. Absent a written service level, we credit at our discretion and we err toward the client.
Delays outside our control
Delays caused by weather, road closures, accidents, civil disruption, facility access restrictions, or a receiver who is unavailable are billed normally. We will always tell you as soon as we know a delivery is at risk, and where a delay makes the delivery pointless we will discuss the charge rather than invoice it silently.
Loss, damage, or temperature excursion
Report it within five business days of delivery so we can investigate while records and personnel are available. Send claims to lamont@spencelogistics.online. Charges for the affected run are held pending the outcome. Liability for the material itself is governed by the Terms of Service and the applicable cargo coverage.
Billing disputes
Raise a disputed line item within thirty days of the invoice date. We will not suspend service over an amount that is genuinely in dispute while we are working through it with you.
Refund method and timing
Approved refunds go back by the original payment method where possible, and otherwise by check or account credit. Card and ACH refunds are issued within ten business days of approval. Invoiced accounts receive a credit memo applied to the next statement, or a check if no further work is scheduled.
Contact
Spence Logistics LLC
Mount Vernon, New York
lamont@spencelogistics.online
914‑496‑9631