Refund Policy

Last updated: August 2026

This Refund Policy explains how billing, adjustments, and charge reviews work for services provided by ELLYS INTERNATIONAL LOGISTICS LLC ("Ellys," "we," "us," or "our"). Because freight brokerage is a service arranged and performed in real time, charges generally reflect services rendered. We are committed to resolving legitimate billing questions and service concerns fairly and promptly.

Freight Brokerage Charges

Transportation and brokerage charges are for services rendered - namely, arranging and coordinating the movement of your freight with a licensed motor carrier. Once transportation has been arranged or performed, the corresponding charges are generally earned and non-refundable, except in the case of a confirmed billing error or as otherwise agreed in writing.

Billing and Invoicing

Charges are invoiced per shipment based on the confirmed rate and any applicable accessorial charges (for example, detention, layover, additional stops, or special equipment). Invoices are payable according to the terms stated on the invoice or in your written agreement with Ellys. If you believe an invoice contains an error, please contact us promptly so we can review it.

Disputes and Adjustments

If you identify a billing error, a service failure, or a concern about a charge, please raise it promptly - ideally within a reasonable time after the invoice date - by contacting us at the email below. To help us review quickly, include the load or reference number, the invoice number, and a description of the issue. We will investigate and, where a charge is found to be incorrect, issue an appropriate correction, credit, or refund.

Cargo loss or damage claims are handled separately from billing adjustments. Such claims are pursued against the transporting motor carrier and its cargo insurer; please refer to our Terms & Conditions for details.

Cancellations and TONU

Shipments may be cancelled before pickup subject to the circumstances of the load. Where a carrier has already been dispatched and arrives for a shipment that is cancelled or not available, a Truck Order Not Used (TONU) or similar cancellation fee may apply to cover the carrier's committed time and costs. Any such fee will be communicated and billed in accordance with the confirmed load terms.

Technology and Subscription Products

If you use any Ellys software, platform, or subscription product, that product is governed by its own subscription or service terms, including any applicable billing cycle, renewal, and cancellation provisions. Please refer to the terms presented at the time of purchase or subscription for refund eligibility on those products.

How to Request a Charge Review

To request a review of a charge, email us at lorenzo@ellysint.com with the load or reference number, the invoice number, and a description of your concern. We will acknowledge your request and work with you to resolve it in good faith.

Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will revise the "Last updated" date above. Your continued use of our services after an update constitutes acceptance of the revised policy.

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