Refund Policy

1. Overview

Mercury Auto Transport is a licensed property broker (MC #647319, USDOT #2242305). We arrange motor vehicle transportation between customers and FMCSA-licensed carriers. This Refund Policy explains exactly when customers are entitled to a refund, how refunds are processed, and the timing customers should expect.

This policy is incorporated into the Mercury Auto Transport Terms and Conditions and the customer’s signed order. In the event of any conflict, the customer’s signed order controls for shipment-specific terms, and this policy controls for refund procedures.

2. When a Refund Is Issued

2.1 Customer cancellations before a carrier’s offer is approved

A customer may cancel an order at any time before approving a carrier’s offer, with no cancellation fee. Nothing is charged when the customer places an order. Where a card was provided, our system validated it and stored it securely, and nothing was charged or held. Where ACH was chosen, no debit is initiated before dispatch. A cancellation at this stage therefore involves no charge and nothing to refund. Any amount charged in error is refunded in full under section 2.5.

2.2 Customer cancellations after dispatch but before pickup

Once the customer approves a carrier’s offer and Mercury dispatches the order, the shipment is committed to that carrier and payment has been taken in full. If the customer cancels after that point and before pickup, or if Mercury cancels the order because the vehicle is unavailable (Terms and Conditions, Section 13), a cancellation fee applies equal to 35% of the order total (the price the customer approved, as shown on the signed order, excluding any later charges permitted under the Terms and Conditions). The fee, together with any dry-run or rescheduling costs under the Terms and Conditions, will never be more than the order total. The cancellation fee applies from the time payment is taken, regardless of the stage of the dispatch process. Mercury deducts the fee and any dry-run or rescheduling costs from the payment and refunds the remainder to the original payment method within three (3) business days after the refund amount is final and the payment has settled. Mercury may reduce or waive the fee at its sole discretion and confirms the refund amount to the customer in writing.

2.3 Customer cancellations after vehicle pickup

Once a carrier has taken possession of the vehicle at pickup, the shipment is in progress and a refund is not available. The customer is bound to the full transportation rate quoted on their signed order.

2.4 Carrier-side cancellations and Mercury’s 72-hour commitment

If Mercury dispatches a carrier and takes the customer’s payment, and the assigned carrier subsequently cancels, fails to make pickup within seventy-two (72) hours of the targeted pickup window, or will not perform at the dispatched price or service level, Mercury works to secure a replacement carrier at the same price and service level. If the only available replacement would cost more or change the service level, the customer has the following options:

• Approve the replacement offer; or
• Cancel the order and receive a full refund of all amounts paid to Mercury, without a cancellation fee or other deduction.

The choice between the two is the customer’s. A carrier failure is Mercury’s issue to resolve.

2.5 Duplicate payments, processing errors, and unauthorized charges

If a customer is charged twice for the same order, charged in error, or charged without authorization, Mercury voids the charge if it has not yet settled, or refunds the full erroneous amount within three (3) business days of confirming the error. No customer is expected to dispute an obvious processing error through their bank; we will correct it directly.

3. Refund Processing and Timing

3.1 Same-channel refunds

All refunds are issued through the original payment channel:

• Credit card payments are refunded as a credit card refund to the original card. Customers typically see the credit on their statement within three to five (3-5) business days after the refund is submitted, depending on the card issuer.
• ACH bank account payments (Plaid Transfer) are refunded as an ACH credit to the original bank account. Customers typically see the credit within one to three (1-3) business days after the refund is submitted.

3.2 Initiation timing

Mercury submits any refund owed within three (3) business days after the refund amount is final and the original payment has settled. A refund of a card payment can be submitted only after the charge has settled, and a refund of an ACH payment only after the debit has cleared. When available through the applicable payment system, a refund receipt or confirmation is emailed to the address associated with the transaction. Mercury does not require customers to wait for resolution of any other matter before receiving a refund they are owed.

3.3 Refunds and chargebacks

A customer who has a refund request that Mercury has not yet processed should contact us before initiating a chargeback with their card issuer or bank. Mercury’s policy is to resolve refund requests directly and quickly. Upon request, Mercury will provide the customer with relevant customer-facing documentation concerning the order, subject to applicable privacy, confidentiality, legal, and proprietary-information restrictions.

4. Refunds and Damage Claims

Damage occurring while the vehicle is in the carrier’s possession is a cargo claim against the assigned carrier, not a refund matter. Cargo claims are governed by the Carmack Amendment (49 U.S.C. § 14706) and federal regulations at 49 C.F.R. Part 370. A cargo claim does not entitle the customer to a refund of Mercury’s brokerage fee.

Mercury will provide the carrier’s contact and insurance information and reasonably assist the customer with the carrier’s claims process. The carrier remains responsible for evaluating and resolving the claim.

See the Mercury Auto Transport Terms and Conditions, sections on damage claims and customer obligations, for the full claim procedure.

5. How to Request a Refund

To request a refund or cancel an order, customers may use any of the following channels:

• Email: customerservice@mercuryautotransport.com
• Phone: (800) 553-1828
• Direct message to the assigned Mercury agent listed on the customer’s order confirmation

Requests received by email or written communication are preferred because they create a clean audit trail. A request received by phone will be confirmed in writing the same business day.

6. Disputed Refunds and Escalation

If a customer disagrees with a refund determination, the customer may escalate the matter to Mercury’s Business Affairs team by emailing escalations@mercuryautotransport.com. Business Affairs will review the file, including dispatch records, carrier communication, and the customer’s signed contract, and respond in writing within three (3) business days.

Further escalation is available to the owner of Mercury Auto Transport. Contact information for ownership-level escalation is provided on request.

7. Policy Updates

This Refund Policy is current as of the version date stated on the cover. Mercury reserves the right to update this policy from time to time. The version in effect at the time of a customer’s booking applies to that booking; subsequent updates do not retroactively alter rights and obligations under an order already placed.

8. Contact

Mercury Auto Transport, LLC
2240 SW 70th Avenue, Davie, FL 33317

Phone: (800) 553-1828

Email: customerservice@mercuryautotransport.com

Web: mercuryautotransport.com