Refund Policy
When you can cancel, what comes back, and how to ask. Applies to every filing bought from Motus Assist.
Changing your mind, and refunds
The first 24 hours
For any reason at all, within 24 hours of paying, you can cancel and get every cent back — no deductions, no administrative charge. Email support@motusassist.com or call 1-877-358-9369 with your USDOT number and order details.
How long the filing takes
We complete filings within 7 to 14 business days of the order. Where it lands in that range depends on document processing and on the government portal being available.
When the government portal is down, under maintenance, or refusing submissions for technical reasons, your filing goes in as soon as it comes back. We watch portal availability continuously and submit at the first opportunity. Time lost to the portal being unavailable does not count against the window above.
After the 24 hours have passed
Once that window shuts, our filing team picks up your order — reviewing what you sent, preparing your compliance documents, assembling the submission for the government portal. That is staff time, and it cannot be un-spent.
So orders cancelled after 24 hours are not eligible for a full refund. If a refund is issued beyond that point — at our discretion, by agreement, or through a payment dispute — you receive 60% of what you paid. We keep the remaining 40% as an administrative, document preparation and processing fee, which reflects the work already done for you.
That 60 / 40 split is set out here before you buy, and you accept it when you agree to these terms at checkout.
When you get everything back
You receive a full refund of what you paid if:
- you were charged more than once for the same filing;
- we miss the 7-to-14-business-day window for reasons that were ours to control; or
- the government changed the UCR fee after you paid but before we filed, and you chose to cancel instead of paying the difference.
How the money comes back
Refunds go back to the card or account you paid with. Depending on your bank, expect the money to show up within 5 to 10 business days of us issuing it.
To request a refund, call us at 1-877-358-9369 with your USDOT number and order reference.