Refund & Cancellation Policy

This Refund and Cancellation Policy ("Policy") governs all service engagements with Spence Logistics LLC ("Company," "we," "us," or "our"). Because our services involve time-sensitive medical deliveries — including organ transport, laboratory specimens, and pharmaceutical logistics — our refund and cancellation terms reflect the irreversible costs and operational commitments involved in medical courier work.

Where a separately executed Service Agreement or Statement of Work contains specific refund or cancellation terms, those terms govern and supersede this Policy.

1. Nature of Our Services

Spence Logistics LLC provides time-critical, specialized medical courier services. Once a dispatch is confirmed and a driver is assigned or en route, significant costs are incurred that cannot be recovered. As a result, refunds are evaluated on a case-by-case basis according to the guidelines below.

We do not operate a retail or e-commerce storefront. This Policy applies to courier service fees — not physical products.

2. Cancellation Policy

Cancellation Timing	Refund Eligibility	Status
2+ hours before scheduled pickup	Full refund or credit issued	FULL REFUND
30 minutes to 2 hours before pickup	50% refund or service credit applied to next dispatch	PARTIAL REFUND
Less than 30 minutes before pickup	No refund; full dispatch fee applies	NO REFUND
After driver is en route or on-site	No refund; full dispatch fee plus any waiting time applies	NO REFUND
STAT / Emergency Dispatch	No refund once dispatch is confirmed; STAT fees are non-refundable	NO REFUND

To cancel a scheduled dispatch, contact us immediately at 914-496-9631 (24/7 dispatch line). Email cancellations at [email protected] are accepted for scheduled routes but not for same-day or STAT dispatches.

3. Refund Eligibility — Service Failures

If Spence Logistics LLC fails to perform a confirmed service due to reasons within our control, clients may be eligible for a full or partial refund or service credit. Qualifying service failures include:

• Driver no-show with no advance notice
• Failure to meet a contractually guaranteed delivery window (as specified in a signed Service Agreement)
• Confirmed delivery to the wrong location due to our dispatch error
• Loss of cargo in transit due to our negligence (subject to liability limits in the applicable service agreement)

3.1 How to Submit a Service Failure Claim

To request a refund or credit for a service failure, submit a written claim within 5 business days of the failed delivery to [email protected]. Include:

• Date and time of the scheduled delivery
• Pickup and delivery locations
• Description of the issue
• Invoice or dispatch confirmation number
• Any supporting documentation (timestamps, manifests, communications)

We will acknowledge receipt within 1 business day and issue a determination within 5 business days of receiving all required documentation.

4. Non-Refundable Services

The following fees are non-refundable under all circumstances:

• STAT and emergency dispatch fees once the dispatch is confirmed
• After-hours and holiday surcharges where the driver has been deployed
• Fuel surcharges and mileage fees for completed route segments
• Waiting time fees where the driver was on-site and waiting was documented
• Fees for services rendered where delivery was completed and accepted by an authorized recipient

5. Contracted Route Agreements

For clients with contracted recurring routes (daily, weekly, or monthly agreements):

• Contract termination requires written notice per the terms of the executed Service Agreement (typically 30 days written notice)
• Pre-paid route fees for periods not yet served may be refunded or credited on a pro-rata basis upon contract termination, minus any applicable early termination fees specified in the agreement
• Individual missed pickups on contracted routes must be reported within 24 hours to be eligible for service credit

6. Force Majeure

Spence Logistics LLC is not liable for delays or non-performance caused by events outside our reasonable control, including but not limited to: severe weather, road closures, natural disasters, government-mandated lockdowns, pandemics, or acts of war. In such cases, we will make reasonable efforts to reschedule or reroute deliveries at no additional charge, but refunds will not be issued for force majeure delays.

7. Billing Disputes

If you believe an invoice contains an error, notify us in writing within 10 business days of the invoice date. Disputes submitted after this window may not be eligible for adjustment. We will investigate all billing disputes promptly and in good faith.

Undisputed invoice amounts are due per the payment terms in your service agreement. Withholding payment on undisputed amounts while a separate dispute is pending is not permitted.

8. Refund Processing

Approved refunds will be processed within 10 business days of the refund determination. Refunds are issued via the same payment method used for the original transaction, or as a credit toward future services at the client's election.

9. Contact for Cancellations and Refund Requests

For same-day cancellations or STAT dispatch changes, always call our 24/7 dispatch line first. For written claims, billing disputes, or contract questions: