Refund Policy

Last Updated: May 29, 2026

At MOTUS Help, we strive to deliver exceptional service and help you complete your USDOT MOTUS account setup efficiently. Because our compliance review and setup assistance services involve immediate manual pre-auditing and booking of assistant resources, we adhere to the following refund eligibility criteria.

1. Refund Eligibility & Tiered Policy

Service Milestone	Refund Eligibility
Before setup assistance review or scheduling begins	100% Refund (full amount returned)
After setup assistance review begins, but before virtual session	50% Partial Refund (covers administrative pre-audit time)
After 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 mismatching 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, pre-audit inspection, 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. How to Request a Refund

To request a refund under eligible terms, please submit your request in writing to [email protected]. Please include:

Your DOT Number
Company legal name
Email address used during payment
Reason for the refund request

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

5. Contact Information

If you have questions regarding this Refund Policy, please contact our support team at [email protected].