Freight is a service, so there are no returns; there are cancellations, refunds, and claims, and here is exactly how each works. This page summarizes your Transportation Service Agreement; the agreement controls. Last updated September 13, 2026.
You may cancel at no charge at any time before a carrier is dispatched. Card payments are authorized at booking and only charged when your carrier is dispatched, so a pre-dispatch cancellation simply releases the hold; nothing was ever charged. Bank transfers already received are refunded in full within five business days. Card holds naturally expire after about seven days, so if dispatch takes longer we email you to re-approve the hold; your booking and price stay unchanged. When your carrier is dispatched we notify you by email, and from that moment self-service cancellation closes.
Once a truck is committed, cancellation goes through customer care (customercare@loadloom.com or 855-434-3477 Ext 3) and the liquidated fees in your agreement apply: the greater of $250 or 30% of the booking total, reflecting the carrier capacity and repositioning already committed on your behalf.
TONU is broader than cancellation: it covers any situation where a truck was committed and could not be used for reasons on the shipper's side, whether or not you meant to cancel. Examples: the shipment is not ready at pickup, the item does not match its declaration or is not transport-ready, required loading resources are missing, or a cancellation arrives while the driver is already en route. A TONU event carries a $250 fee plus the carrier's documented costs actually incurred, such as deadhead mileage, exactly as your agreement states. Every TONU charge is applied by a person, documented, and emailed to you with the reason on record.
Your agreement includes two hours of free time at pickup and at delivery. When a truck is kept waiting beyond free time, for example where loading assistance was not available or equipment could not be loaded, detention is charged at the carrier's documented rate. Like every charge on this page, detention is applied by a person with documentation and emailed to you the moment it is recorded, never silently.
Bank-transfer bookings hold in Awaiting Payment for seven business days; your pickup window starts when cleared funds match your booking reference. If the window lapses, the booking closes with nothing owed, and PriceLock still honors your quoted price for a fresh booking within the 30 days.
If we do not pick up within your service window for reasons on our side, you may cancel for a full refund, no questions asked. PriceLock also protects your price: if our rates rise between quote and booking, you pay what you were quoted.
Every shipment is documented at pickup and delivery with condition reports, and photographs for vehicles and equipment. Note any visible damage on the delivery report before signing, then email photos to customercare@loadloom.com; claim windows and liability limits, including your declared value protection, are stated in your agreement, and we coordinate the carrier claim with you.
If a shipment needs to move back, we quote the return lane at the same transparent rates, often with savings on the Shared Trailer option.
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