Payment Terms

Last updated: 24 February 2026

1. Overview

These Payment Terms govern all financial transactions on the Load Assist platform (the "Platform"), including payments by Shippers, payouts to Carriers, platform fees, cancellation charges, and refunds. By using the Platform, you agree to these terms.

All payments are processed through Stripe, a PCI-DSS Level 1 certified payment processor. Load Assist does not store, access, or have visibility of your full card numbers, bank account details, or CVV security codes.

2. Currency and Tax

• All prices, fees, and amounts on the Platform are denominated in Australian Dollars (AUD);
• Goods and Services Tax (GST) at the rate of 10% applies to platform service fees;
• Carriers registered for GST are responsible for their own GST reporting and remittance on transport services;
• Load Assist issues invoices and statements that comply with Australian tax requirements.

3. How Payments Work

3.1 Payment Flow

The Load Assist payment process operates as follows:

1. Quote acceptance: When a Shipper accepts a Carrier's quote, a booking is created;
2. Payment authorisation: The Shipper's payment method is charged and the full booking amount is held in escrow via Stripe payment authorisation;
3. Service delivery: The Carrier performs the transport service;
4. Delivery confirmation: The Shipper confirms delivery (or auto-confirmation occurs after 48 hours);
5. Payment capture: The payment is captured and the Carrier's payout is initiated, less the platform fee;
6. Carrier payout: Funds are deposited to the Carrier's bank account within 2–3 business days via Stripe Connect.

3.2 Escrow Protection

The escrow model protects both parties. Shippers know their payment is secured before the Carrier begins transport, and Carriers know the funds are available and will be released upon delivery. Payment is not released to the Carrier until delivery is confirmed.

4. Platform Service Fees

4.1 Fee Structure

Load Assist charges a platform service fee on each booking. The fee is tiered based on the booking value:

4.2 Fee Calculation Example

4.3 Fee Inclusions

• Stripe payment processing fees (2.9% + $0.30 per transaction) are absorbed by Load Assist—they are not charged to the Shipper or deducted from the Carrier's payout;
• The platform fee covers: marketplace access, payment processing, escrow management, dispute resolution, customer support, and platform maintenance;
• There are no hidden fees, subscription charges, or listing fees.

5. Shipper Payments

5.1 Payment Methods

• Visa, Mastercard, and American Express credit and debit cards;
• Payment method is added during onboarding and can be updated at any time;
• All card details are stored securely by Stripe—Load Assist does not have access to your card number or CVV.

5.2 When You Are Charged

Your payment method is charged at the time you accept a Carrier's quote and a booking is created. The full booking amount (quote + platform fee + GST) is charged immediately and held in escrow.

5.3 Failed Payments

• If your payment method is declined, the booking will not be created;
• You will be notified and can retry with a different payment method;
• Repeated failed payments may result in temporary restrictions on booking.

5.4 Invoices

A tax invoice is generated for each completed booking and available through your dashboard. Invoices include all required GST details under Australian tax law.

6. Carrier Payouts

6.1 Stripe Connect

All Carrier payouts are processed through Stripe Connect. During onboarding, you must set up a Stripe Connect Express account linked to your Australian bank account.

6.2 Payout Timing

6.3 Payout Calculation

Your payout equals the accepted quote amount minus the platform service fee. Stripe processing fees are borne by Load Assist and are not deducted from your payout.

6.4 Payout Holds

Payouts may be temporarily held if:

• There is an active dispute on the booking;
• Your Stripe Connect account is under review or restricted;
• We detect suspicious or potentially fraudulent activity;
• Required regulatory or compliance checks are pending.

Once the hold condition is resolved, payouts will be released. We will notify you of any payout holds and the reason.

7. Cancellation Fees

7.1 Cancellation by Shipper

7.2 Cancellation by Carrier

• Carriers may cancel before pickup with strike point consequences;
• Carrier cancellation results in a full refund to the Shipper;
• Strike points are applied to the Carrier's account;
• Excessive Carrier cancellations may lead to account suspension.

7.3 Mutual Cancellation

If both parties agree to cancel, Load Assist will process the cancellation with reduced or no fees at our discretion, based on the circumstances.

8. Refunds

8.1 Refund Eligibility

Refunds may be issued in the following circumstances:

• Booking cancellation (subject to the cancellation fee schedule above);
• Dispute resolution in favour of the Shipper;
• Service failure or non-delivery;
• Significant damage to goods attributable to the Carrier;
• Platform error or billing discrepancy.

8.2 Refund Process

• Refund requests are reviewed by the Load Assist administration team;
• Approved refunds are processed back to the original payment method;
• Refund processing takes 5–10 business days depending on your card issuer;
• Partial refunds may be issued based on the circumstances;
• Refund amounts are calculated net of any applicable cancellation fees.

8.3 Dispute-Related Refunds

If a dispute is resolved in the Shipper's favour, a full or partial refund may be issued. The refund amount is determined by the Load Assist administration team based on the evidence and circumstances. See the Terms of Service for full dispute resolution details.

9. Late Payments and Chargebacks

9.1 Failed Charges

If a payment fails after a booking is created (e.g., card expired, insufficient funds), we will attempt to recharge the payment method. If the payment cannot be collected, the booking may be cancelled and fees may apply.

9.2 Chargebacks

Filing a chargeback with your card issuer instead of using the Platform's dispute process is a violation of these Payment Terms. If you have a billing concern:

• Contact Load Assist support first at support@loadassist.com.au;
• Use the in-Platform dispute process;
• If you file a chargeback, your account may be suspended pending investigation;
• Fraudulent chargebacks may result in permanent account ban and legal action.

10. Financial Records

10.1 Available Records

Both Shippers and Carriers can access the following through their Platform dashboard:

• Transaction history (bookings, payments, refunds);
• Tax invoices for completed bookings;
• Payout statements (Carriers);
• Platform fee breakdown per transaction;
• Cancellation fee records.

10.2 Record Retention

Financial records are retained for 7 years in compliance with Australian tax law (Income Tax Assessment Act 1997). Records remain accessible in your dashboard for the duration of your account.

11. Stripe Terms

By using the Platform's payment features, you also agree to Stripe's terms of service:

• Shippers: Stripe Consumer Terms
• Carriers (Stripe Connect): Stripe Connected Account Agreement

Stripe's privacy policy governs their handling of your payment data: Stripe Privacy Policy.

12. Anti-Money Laundering

Load Assist complies with the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). We may:

• Request additional identity verification for high-value transactions;
• Report suspicious transactions to AUSTRAC;
• Suspend accounts pending investigation;
• Decline to process transactions that raise compliance concerns.

13. Payment Disputes

If you believe a payment was processed incorrectly or you notice an error:

• Contact us at billing@loadassist.com.au within 30 days of the transaction;
• Provide transaction details, the amount in question, and a description of the issue;
• We will investigate and respond within 5 business days;
• Billing errors will be corrected and any overcharges refunded promptly.

14. Changes to Payment Terms

Load Assist may update these Payment Terms from time to time, including adjustments to platform fee rates or cancellation fee schedules. Material changes will be communicated via email and/or in-Platform notification at least 30 days before taking effect for fee changes, and 14 days for other changes.

15. Contact

For payment and billing enquiries:

• Billing: billing@loadassist.com.au
• General Support: support@loadassist.com.au