What is your cancellation policy?

Cancellation Policy

By entering the Customer Shipping Contract, Customer consents to this Cancellation Policy and authorizes SGT to charge a $199 cancellation fee to the payment method on file under the circumstances described herein. The Cancellation Fee is intended to reasonably approximate SGT’s administrative costs and losses associated with cancellations and is not a penalty.  SGT’s recovery of the Cancellation Fee is in addition to any other remedies available at law or in equity for breach of the Customer Shipping Contract.

a. Required Form of Cancellation:
(A) All cancellations must be in writing and sent to [email protected].
(B) Phone and LiveChat cancellations are not accepted.
(C) Written notice must include Customer name, order number, vehicle year/make/model, and a clear statement of intent to cancel. The time SGT receives the written notice governs official notice.

b. Cancellation Fee‑Triggering Circumstances. SGT may charge the Cancellation Fee if cancellation occurs under any of the following:
(A) Cancellation with or without written notice where any of the following apply:
    1. Cancellation occurs before the estimated pickup window expires
    2. The transport is double‑booked with other brokers
    3. Customer provided materially inaccurate or misrepresented shipment details 
    4. Customer‑imposed restrictions, payment issues, or delays in submitting the Customer
     Shipping Contract that prevents pickup within the estimated pickup window. 
(B) Customer non‑response prior to dispatch. If Customer fails to respond to SGT’s official communications within 48 hours after SGT’s first attempt, after at least two reasonable contact attempts, SGT may cancel and charge the cancellation fee.
(C) On‑hold orders. Orders placed on hold at Customer’s request may remain on hold up to 30 days from the hold request. If Customer does not contact SGT to resolve the hold within those same 30 days, SGT reserves the right to charge a cancellation fee.

c. SGT’s Right to Cancel and Grounds for Immediate Cancellation: SGT may cancel an order at any time for reasons including but not limited to; abusive or threatening conduct toward staff; harassment or repeated unreasonable contact; threats or intimidation; bad‑faith conduct such as knowingly providing false information or making unreasonable demands; refusal to comply with SGT policies or reasonable instructions; chargeback or payment abuse including threatening chargebacks; conduct that disrupts safe, efficient, or professional performance, or in instances of legal or safety concerns that would expose SGT, its employees, or contractors to legal, safety, or reputational risk. When SGT cancels for these reasons, SGT may charge the Cancellation Fee and withhold or offset refunds to cover resource usage costs.