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, service adjustments, and change requests.

1. Order Cancellation Policy

1.1 Cancellation Before Carrier Assignment
If a cancellation request is made prior to carrier assignment, it will be considered with regard to the administrative and dispatch efforts already initiated. Consequently, the portion of the payment allocated to these initial services is generally retained as part of the order processing, with any remaining balance subject to review.
1.2 Cancellation After Carrier Assignment (Before Pickup)
Once a carrier has been engaged for a scheduled shipment, withdrawing the request may result in a processing adjustment, typically ranging from $100–$200. The amount may vary depending on factors such as route complexity, shipment type, and time of cancellation.
1.3 Cancellation After Vehicle Pickup
Following vehicle pickup, cancellations are no longer permitted. In such cases, any modifications to transport arrangements must be made directly with the assigned carrier and may be subject to applicable rerouting, holding, or rescheduling fees.

2. Payment Allocation & Adjustment Requests

2.1 Allocation of Initial Payment
Upon confirmation of the shipment order, the initial payment amount is primarily allocated toward the commencement of essential service activities, including dispatch coordination, administrative processing, and carrier engagement. This portion of the payment is considered committed to operational efforts once the order is activated.
2.2 Review of Adjustment Requests
While requests for review or reconsideration of charges may be submitted for evaluation, any potential adjustment is subject to internal assessment based on the specific circumstances and service progression. Such reviews are conducted in alignment with company policies, and the outcome does not guarantee any monetary return. The initial payment generally remains allocated as part of the foundational service commitment.

3. Service Delays & Operational Disruptions

3.1 Carrier Scheduling Variability
We strive to meet the estimated pickup and delivery dates as communicated. However, variations may occur due to uncontrollable factors such as weather conditions, carrier logistics, or mechanical issues. These instances, while unfortunate, are considered part of standard transport risk and do not qualify for monetary consideration.
3.2 Missed Pickup Circumstances
In the event that the vehicle is inaccessible, unavailable, or otherwise unable to be collected at the agreed time, rescheduling efforts may be necessary. Additional service charges, starting at $100, may be assessed to accommodate updated arrangements.

4. Modifications & Change Requests

4.1 Location Changes
If pickup or drop-off locations need to be changed before carrier assignment, GenX Auto Transport will attempt to accommodate at no extra cost. However, once carrier coordination has commenced, route or location modifications may require a service adjustment of $100 or more, depending on complexity.
4.2 Urgent Change Requests
Modifications requested within 24 hours of scheduled pickup are subject to carrier availability and logistical feasibility. Additional charges may apply.

5. No-Show & Vehicle Abandonment
If a customer or their designated contact is unavailable at pickup or delivery, or if the location is inaccessible, the carrier may relocate the vehicle to a storage facility at the customer’s expense. Vehicles left unclaimed for more than seven (7) days may be subject to abandonment procedures in accordance with applicable laws, including potential storage, relocation, or legal handling charges.

6. Requesting a Cancellation or Service Review
To submit a request related to cancellation, service review, or modifications, please contact:
Email: Contact@genxautotransport.com
Phone: (475) 328-0707
Please include:
Your order number
Full name and contact details
A brief summary of the request
All requests will be reviewed within 1-2 business days. Please note: while we consider each case individually, submission of a request does not imply eligibility for monetary adjustment, and any decision made will reflect the status of service activity at the time of the request in accordance with GenX Auto Transport’s policy structure.

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