Refund, Dispute and Cancellation Policy

This policy explains what happens to a payment made through Sweeper when a transport is cancelled, when delivery cannot be verified, or when a dealer or a carrier disputes a charge or a withheld payout. It is published by Sweeper Labs, Inc. ("Sweeper," "we," "us").

1) Scope

This policy applies to payments facilitated through Sweeper for vehicle transport.

It does not apply to the transport contract itself, to any agreement you hold directly with another business, or to anything you buy from someone other than Sweeper.

2) Sweeper's role

Sweeper is not a party to the transport contract between the dealer, the broker, and the carrier. The rate, the pickup and delivery commitments, and responsibility for the vehicle are agreed between those parties and are theirs to enforce.

What Sweeper does is narrower. Sweeper verifies that the carrier is legitimate against FMCSA records, verifies insurance, documents the custody chain with geofenced arrival events and condition photos, requires independent proof of delivery before the carrier is paid, and facilitates payment. Sweeper is software plus a payment rail.

Payments are processed by Stripe. Funds are released to the carrier when delivery is verified. Sweeper does not hold funds in its own bank account.

Sweeper never takes title to a vehicle and never physically handles one.

3) Cancellation before dispatch

A dealer may cancel a load at any time before it is dispatched to a carrier.

The authorized payment is not captured, and no platform fee is charged. Nothing is owed to Sweeper for a load cancelled before dispatch.

4) Cancellation after dispatch, before pickup

Once a load is dispatched, a carrier has been vetted, its insurance has been checked, and the load has been assigned to it. If the dealer cancels after dispatch but before the vehicle is picked up:

• No payment is released to the carrier through Sweeper, because no custody event has occurred.
• Sweeper may retain the platform fee for that transport, to cover the verification and dispatch work already performed. Whether the fee is retained, and the amount, are set out in your fee schedule and confirmed at onboarding. See the Fee Schedule.
• The carrier may separately be owed a dry-run or truck-order-not-used fee under its agreement with the dealer or broker. Sweeper does not set, charge, or collect that amount. It is resolved between those parties.

5) Cancellation in transit

If a transport is cancelled after the vehicle is already in the carrier's custody, the carrier may be owed for the work performed and for returning or storing the vehicle. That amount is resolved between the dealer and the carrier under their contract. Sweeper does not determine it, does not arbitrate it, and does not have a view on what is fair.

What Sweeper provides is the evidence record for the load — dispatch time, geofenced arrival events, condition photos, timestamps, and any signatures captured — so that the parties settle on facts rather than recollection.

If the dealer and the carrier agree on an amount in writing, Sweeper can release that amount to the carrier on their joint instruction.

6) When delivery cannot be verified

Delivery is verified by independent proof of receipt at the delivery location: a geofenced arrival event plus a signed confirmation from someone at the receiving location — not from the driver alone.

If that proof is not captured, payment is not released to the carrier. It is also not lost. The resolution path is:

1. Evidence review. Sweeper reviews the record for the load — geofence events, photos, timestamps, and documents — and tells both parties what the record does and does not show.
2. Authorized manual override. If the vehicle was in fact delivered and the failure was a process or device failure — no signal at the yard, an app failure, a receiver who left before signing — the dealer may confirm delivery in writing. On that authorization, payment is released to the carrier. Sweeper does not override verification on its own initiative.
3. Return of funds to the dealer. If delivery did not occur, the payment is returned to the dealer's original payment method.

These matters follow the same service levels as a dispute: acknowledgment within 2 business days, resolution target 10 business days. See Sections 9 and 10.

7) After a payout has been released

Once delivery is verified and payment has been released to the carrier, that payment is complete. Be clear about what that means:

• Sweeper cannot unilaterally reverse a completed payout. We have no mechanism to take money back from a carrier on our own authority.
• Recovering funds after release may require reversing the transfer through Stripe. Whether that is possible depends on Stripe's processes and on the funds still being available in the carrier's connected account. Sweeper controls neither.
• If a reversal is not available, recovery is a matter between the dealer and the carrier — through their contract, the carrier's insurer, or other legal remedies.
• A dealer's chargeback with its card issuer or bank may reverse related transfers, and may leave the carrier or Sweeper seeking recovery from the other party.

This is why verification happens before release rather than after. But release is release. Treat it as final, and raise any concern before confirming receipt.

8) Vehicle damage, loss, or theft

A damage or loss claim is between the dealer and the carrier's insurer. Sweeper is not an insurer, not a guarantor, and not a party to the claim. Sweeper does not adjudicate damage, does not decide fault, and does not pay claims.

A motor carrier is generally responsible for the cargo in its care, and cargo claims are made against the carrier and its cargo insurance policy.

What Sweeper does provide — to both parties, on request — is the evidence record for the load:

• Geofenced arrival events — where and when the vehicle arrived at pickup and at delivery.
• Condition photos captured at pickup and at delivery, with timestamps.
• Signed proof of receipt from the receiving location.
• The verified identity of the carrier and driver assigned to the load, and the insurance record on file at the time of dispatch.

Sweeper's insurance verification means we checked that a policy was on file and appeared active at the time of dispatch. It is not a warranty that any claim will be covered or paid.

Raising a damage claim does not by itself stop a payment that has already met the verification conditions. Confirming receipt is what releases payment, so a dealer who wants payment withheld pending inspection must raise it before confirming receipt.

9) If a dealer disputes a charge

Email hello@sweeperlabs.com with the load or shipment ID, the amount, and what you are disputing. Then:

• We acknowledge within 2 business days.
• We send you the evidence record for the load and ask the carrier for its response.
• We aim to resolve within 10 business days of acknowledgment. If a matter needs longer — because it is waiting on an insurer, a police report, or another third party — we will tell you why and give you a revised date.
• Where a refund is due from Sweeper, it is returned to the original payment method.
• Raising a dispute with us first is faster than a chargeback and gives us a chance to fix it. It does not waive any right you have with your card issuer or bank.

A dispute about whether the transport itself was performed properly is between the dealer and the carrier. Sweeper can decline to release payment and can supply the record; Sweeper cannot decide the underlying contract dispute.

10) If a carrier disputes a withheld payout

Email hello@sweeperlabs.com with the load ID and any delivery evidence you hold. Then:

• We acknowledge within 2 business days.
• We review the evidence record and tell you exactly which verification condition was not met.
• If the condition was met and the failure was ours, we release payment and say so plainly.
• If the condition was not met, we tell you what is missing and what would satisfy it, and we ask the dealer to confirm delivery.
• We aim to resolve within 10 business days of acknowledgment, with the same notice if a matter needs longer.

Sweeper does not keep a payment that a carrier has earned. Where the dealer and the carrier disagree about whether it was earned, that is a contract dispute between them; Sweeper supplies the record and does not take a side.

11) Changes to this policy

We may update this policy as the platform and our business evolve. The effective date above shows the latest version.

12) Contact

Email: hello@sweeperlabs.com

Sweeper Labs, Inc. · Delaware, USA