Refund Policy

Last Updated / Effective Date: July 18, 2026

At MOTUS Help, we strive to deliver exceptional service and help you complete your FMCSA MOTUS account setup efficiently. This Refund Policy is incorporated into and subject to our Terms of Service.

Because our compliance and setup assistance Services involve immediate manual review and booking of assistant resources, we adhere to the following refund eligibility criteria.

1. Refund Eligibility & Tiered Policy

All refund requests must be submitted in writing within 30 days of the original purchase date. Requests made after this 30-day window will not be eligible for a refund regardless of the service milestone.

Service Milestone	Refund Eligibility
Before setup assistance review or scheduling begins	Up to 95% Refund (card processing fees are non-recoverable)
After setup assistance review begins, but before the virtual session	50% Partial Refund (covers administrative review time)
After the virtual session is conducted	No Refund (service is fully rendered)

2. Failed Government Verification / Biometrics

IMPORTANT NOTE: A primary requirement of the MOTUS setup process is validating your identity and business legal entity on Login.gov and the official FMCSA registry. If your application is rejected or suspended by federal authorities because of mismatched business names, invalid corporate credentials (EIN/TIN), or a failure of the Company Official to pass biometric face-matching or government ID checks, you will not be eligible for a refund once the virtual setup session has been conducted.

Our fee pays for the professional assistant's time, document review, and guidance during the setup call. We cannot control government systems or the authenticity of the documentation/IDs you submit.

3. No-Show & Rescheduling Policy

Virtual setup sessions are booked for a dedicated time slot with your assistant. If you need to reschedule, you must do so at least 24 hours prior to your session time.

Failure to show up to your scheduled session without 24 hours' prior notice (a "No-Show") may result in a forfeiture of the fee, or require a rescheduling fee to book another slot.

4. Chargeback Policy

By purchasing our Services, you acknowledge the tiered refund policy and agree to contact us directly to resolve any billing issues. You agree not to initiate a chargeback or credit card dispute for services that have been rendered or are subject to the partial refund conditions outlined in Section 1. In the event of an unauthorized chargeback, we reserve the right to pursue all available legal and collection remedies, and to submit billing documentation to payment processors to dispute the chargeback.

5. Governing Law & Dispute Resolution

Any disputes regarding this Refund Policy or your payments are subject to the Governing Law and Binding Arbitration provisions set forth in our Terms of Service.

6. Government System Outages (Force Majeure)

MOTUS Help is not responsible for delays, session cancellations, or inability to complete a setup due to government system outages (e.g., FMCSA, Login.gov, or DOT maintenance). In such events, we will work with you to reschedule your session at the earliest available time, but such outages do not constitute grounds for a refund.

7. How to Request a Refund

To request a refund under eligible terms, please submit your request at claim.motushelp.us. Please include:

DOT Number
Payment Receipt
Cardholder ID
Reason for Claim

Approved refunds will be processed back to the original payment method (through Stripe) within 5 to 10 business days.