This Refund & Cancellation Policy applies to Services purchased from Motus DOT Compliance ("Motus," "we," "us," or "our").
By placing an Order and submitting payment, the Customer acknowledges and agrees to this Policy and our Terms & Conditions.
Refund requests must be submitted within thirty (30) days of the original payment date.
A request within thirty days does not automatically entitle the Customer to a refund.
Refund eligibility depends upon the status of the Service, work already performed, whether processing has begun, whether customized work has been prepared, and whether the Service has been delivered or completed.
Work is deemed to commence immediately upon receipt of payment.
Upon receiving payment, Motus may assign personnel, review records, retrieve information, create an internal customer file, verify carrier information, prepare forms, begin account-related work, create or configure records, communicate with government or third-party systems, prepare submissions, perform compliance review, or otherwise begin processing the Order.
Because multiple employees, departments, systems, contractors, or service providers may perform different components of an Order, labor and processing expenses may be incurred immediately after payment.
Motus may approve a full or partial refund where:
Approval remains subject to the particular facts and status of the Order.
Once substantive processing of an Order has begun, the Order generally cannot be canceled or adjusted.
Substantive processing may include, without limitation:
The fact that the final government filing has not yet been accepted, posted, activated, approved, or reflected in a government database does not mean that Motus has not performed compensable Services.
Services, filings, documents, records, forms, compliance packages, or other work prepared specifically for an individual Customer are non-refundable once materially prepared or used.
No refund will be provided for a Service that has been substantially completed or delivered.
Depending upon the Service purchased, delivery or completion may occur when Motus has performed the material administrative work requested, prepared the applicable filing or documentation, submitted information, completed an account-related task, provided the purchased documents or information, or otherwise substantially fulfilled the Order.
Government acceptance or final government processing is not necessarily required for Motus's Service to be considered completed.
Motus may send an email, receipt, electronic communication, status message, or other notice confirming that the Order has been fulfilled or completed.
Once such completion confirmation has been sent, the Service will be treated as completed for purposes of this Policy unless Motus determines that additional contracted work remains outstanding.
Motus does not control government agencies, FMCSA systems, MOTUS, Login.gov, state agencies, financial institutions, or other third-party systems.
A delay by a governmental agency or third-party system does not constitute non-performance by Motus when Motus has performed the work it was hired to perform.
If Motus requests additional information or documentation from the Customer, the Customer is responsible for responding promptly.
Failure by the Customer to provide required information does not cancel the Order and does not reverse work already performed.
If an Order remains incomplete because the Customer failed to provide requested information, refund eligibility will be based upon the amount and nature of work already performed.
No refund request may be submitted more than thirty (30) days after the original Order date.
Customers seeking cancellation should contact Motus in writing as soon as possible after placing the Order.
Cancellation requests must be sent to: support@motusdotcompliance.com
The request should include the Customer's name, company name, USDOT Number if applicable, Order number, telephone number, and reason for cancellation.
Submission of a cancellation request does not guarantee cancellation.
The status of the Order at the time Motus receives the written request determines whether the Order may still be canceled.
A Customer seeking cancellation of an Order should submit written notice no later than midnight on the third (3rd) calendar day following placement of the Order.
This three-day period is a deadline for requesting ordinary cancellation; it is not a guarantee that an Order remains cancelable for three days.
Because work commences upon payment, Motus may have already incurred labor, processing, administrative, governmental, or third-party costs before a cancellation request is received.
Where substantive work has already begun, Motus may deny cancellation or provide only a partial refund reflecting unperformed portions of the Service.
The thirty (30) day period described in this Policy represents the maximum period during which an otherwise eligible refund request may be submitted.
It does not provide a thirty-day unconditional cancellation right.
A Service that has been processed, customized, accessed, used, substantially performed, delivered, or completed may be non-refundable even when fewer than thirty days have elapsed since payment.
When an Order is canceled before completion but Motus has already performed work, Motus may issue a partial refund representing the portion of the Service that has not yet been performed.
Motus may deduct amounts reasonably attributable to:
Where permitted by law, an amount of up to ten percent (10%) of the original transaction may be deducted from an approved refund to cover payment processing, administrative, banking, or transaction-related costs.
Third-party and governmental fees that cannot be recovered by Motus are non-refundable.
Customers should contact Motus directly regarding a billing or Service concern before initiating a payment dispute or chargeback.
Motus may provide the financial institution, payment processor, card network, or other dispute administrator with records regarding the transaction, including:
A chargeback or payment dispute does not automatically cancel Services already performed or eliminate amounts properly owed for completed work.
Nothing in this Policy restricts rights that cannot legally be waived under applicable law or payment-network rules.
Approved refunds will ordinarily be returned to the original payment method.
Customers should allow up to ten (10) business days after approval for Motus to initiate the refund.
Additional time may be required for the Customer's bank or financial institution to post the credit.
Motus reserves the right to correct typographical, pricing, technical, or Service-description errors.
If an Order was accepted because of a material pricing or description error, Motus may cancel the affected Order.
If Motus cancels an Order solely because of such an error after payment has been collected, the applicable payment will be refunded.
Refunds will not be issued for requests received more than thirty (30) days after the original transaction date, except where otherwise required by applicable law.
Questions concerning this Policy should be directed to:
Motus DOT Compliance
support@motusdotcompliance.com
(866) 320-6911
motusdotcompliance.com