Return Policy

1. Overview

At Solid Ground Logistics, we strive to provide exceptional service and ensure client satisfaction with our haulage solutions. Due to the nature of our services (transportation of bulk materials), our "return policy" differs from that of physical goods. This policy outlines the procedures and conditions for addressing service-related issues or discrepancies.

2. Service Discrepancies and Issues

If you encounter any issues with the service provided, such as incorrect material delivery, quantity discrepancies, or damage during transport attributable to our operations, please notify us immediately.

• Notification Period: All discrepancies must be reported within 24 hours of the service completion or material delivery.
• Required Information: Please provide your booking reference, date of service, a detailed description of the issue, and any supporting documentation (e.g., photos, delivery notes).

3. Investigation and Resolution

Upon receiving your notification, our team will conduct a thorough investigation. This may involve:

• Reviewing service logs and driver reports.
• Contacting relevant personnel.
• Assessing provided evidence.

Based on the investigation, we will determine the appropriate resolution, which may include:

• Rectifying the service (e.g., re-delivery of correct materials).
• Adjusting billing or offering a partial refund for the affected service.
• Offering credit for future services.

Please note that resolutions are determined on a case-by-case basis and depend on the nature and extent of the discrepancy.

4. Cancellations and Rescheduling

If you need to cancel or reschedule a booked service, please refer to our Terms and Conditions (link to be added) for specific cancellation policies and potential fees. Generally:

• Advance Notice: We require a minimum of 24 hours' notice for cancellations or rescheduling to avoid charges.
• Late Cancellations: Cancellations made with less than 24 hours' notice may incur a cancellation fee.