Refund Policy for Provider Errors – Permit Services & Superload Routing Effective Date: 05/27/2026 Applies To: All oversize/overweight permits, superload permits, routing services, engineering coordination, and administrative processing performed by the provider. 1. Purpose of This Policy This policy explains how refunds, credits, and corrections are handled when the service provider makes an error during the permitting or routing process. 2. What Qualifies as a Provider Error A provider error is defined as a mistake made solely by the service provider that directly affects the accuracy or usability of: Oversize/overweight permits Superload permits Routing instructions Axle/spacing entries Vehicle configuration entries Date/time restrictions Escort requirements Submissions to state agencies Examples of provider errors include: Incorrect dimensions or weights entered despite receiving correct information Wrong route selected or submitted Incorrect dates or travel windows entered Missing required attachments or documents Errors caused by client‑provided information, late submissions, last‑minute changes, or state agency delays do not qualify as provider errors. 3. Refund Eligibility 3.1 Full Refund of Service Fees A full refund of the provider’s service fee may be issued when: The permit becomes unusable due to the provider’s mistake The provider submits incorrect information that causes a permit denial The provider’s error results in the client needing to purchase a new permit State permit fees are never refundable, even in cases of provider error. 3.2 Partial Refund A partial refund may be issued when: The permit is still usable but required correction Only part of the work was affected by the error The provider’s mistake caused minor delays but did not prevent movement 3.3 No Refund (Correction Provided Instead) No refund will be issued when: The provider corrects the error at no additional cost The error does not impact the legality or usability of the permit The error is minor (e.g., formatting, non‑critical notes, non‑impacting clerical issues) 4. Costs Covered by the Provider If the provider’s verified error results in additional costs, the provider may cover: Re‑processing fees for corrected permits Re‑submission fees Additional permit charges directly caused by the provider’s mistake The provider is not responsible for: State permit fees Escort or police fees Engineering review fees Utility or railroad coordination fees Delays caused by state agencies Costs resulting from incorrect or incomplete information supplied by the client 5. Time Frame for Reporting Errors Clients must report suspected provider errors within: (5) business days of receiving the permit or routing. Reports made after this period may not be eligible for refunds or corrections at no cost. 6. Verification Process Before issuing a refund or credit, the provider will: Review all submitted information Compare client‑provided data to what was entered Confirm whether the error originated from the provider or the client Determine the appropriate refund or correction option The provider may request supporting documentation from the client. 7. Non‑Refundable Items The following are always non‑refundable: State permit fees Engineering or bridge analysis fees Utility or railroad coordination fees Escort or police scheduling fees Rush or expedited fees charged by state agencies Deposits or retainers Refunds apply only to the provider’s service fees. 8. Limit of Liability The provider’s liability is limited to: The amount of the service fee paid Any correction fees directly caused by the provider’s error The provider is not liable for: Lost revenue Missed delivery appointments Detention or layover costs Penalties or fines not directly caused by the provider’s mistake Weather delays, road closures, or state agency processing times 9. Good‑Faith Resolution The provider is committed to resolving errors professionally and promptly. When mistakes occur, the provider will work with the client to correct the issue and minimize operational impact.