Refund & Cancellation Policy
Effective Date: May 23, 2025
At GenX Auto Transport, we are committed to maintaining clear operational practices that support our customers while honoring the commitments made to our trusted network of carriers. This policy outlines the framework for cancellations, Refund, service adjustments, and change requests.
1. Order Cancellation Policy
1.1 Cancellation Before Carrier Assignment
If you cancel your shipment before a carrier has been assigned, you are eligible for a full refund minus a $25 processing fee to cover administrative costs.
1.2 Cancellation After Carrier Assignment (Before Pickup)
Once a carrier has been assigned to transport your vehicle, canceling the order negatively impacts our relationship with trusted carriers. To maintain service quality and carrier reliability, a cancellation fee of $100 to $200 will apply, depending on the route and shipment type.
The exact fee will be determined based on factors such as carrier availability, transport distance, and logistical complexity.
1.3 Cancellation After Vehicle Pickup
After your vehicle has been picked up, the shipment cannot be canceled, and no refunds will be issued.
At this stage, the transport contract becomes binding. Any changes must be coordinated directly with the carrier and may result in additional charges for rerouting, delivery rescheduling, or storage.
2. Refund Policy
2.1 Eligibility for Refunds
Refunds may be granted under the following conditions:
Cancellation before carrier assignment: Full refund minus a $25 processing fee.
Cancellation after carrier assignment but before pickup: Refund minus a $100–$200 cancellation fee.
Failure to assign a carrier within 7 days of order placement: Full refund upon request.
2.2 Refund Process & Timeline
Refunds will be issued to the original payment method within 5–7 business days.
All refund requests must be submitted in writing via email or through our customer support.
3. Service Delays & Non-Performance
3.1 Carrier Delays
GenX Auto Transport makes every effort to meet scheduled pickup and delivery windows. However, delays caused by weather, traffic, mechanical issues, or carrier availability are outside of our control.
Refunds will not be issued due to unforeseen carrier delays.
3.2 Failed Pickup Attempts
If the carrier arrives for pickup and the vehicle is unavailable, inoperable (without prior notice), or the pickup location is inaccessible, a rescheduling fee of $100 may apply to cover the carrier’s time and trip costs.
4. Modifications & Rescheduling
4.1 Changing Pickup or Delivery Location
Before carrier assignment: Pickup or delivery addresses can be changed at no additional charge.
After carrier assignment: Modifying the pickup or delivery address may result in a $100 or more fee, based on route adjustments and carrier costs.
4.2 Last-Minute Changes
If changes are requested within 24 hours of the scheduled pickup, additional fees may apply depending on carrier availability and schedule disruption.
5. No-Show & Abandonment Policy
If the customer or a designated contact is unreachable at the time of pickup or delivery, the carrier reserves the right to place the vehicle into storage at the customer’s expense.
Vehicles left unclaimed for more than 7 days may be considered abandoned, and additional storage, legal, or transport charges may apply.
To avoid these charges, please ensure that you or a representative is present and reachable at both pick
6. How to Request a Refund, Cancellation, or Modification
To submit a request, please contact our support team and include the following information:
Your order number
Full name and contact details
Reason for the request (refund, cancellation, or modification)
Our team will process your request within 1–2 business days.
Contact Information:
Company Address: GenX Auto Transport
320 Boston Post Rd, Suite 180, 1023
Darien, CT, 06820, United States
📞 Phone: (475) 328-0707
📧Email: Contact@genxautotransport.com
