Refund Policy
Three O Five LLC d/b/a Over The Road SI · Refund Policy. Refunds are issued by Three O Five LLC d/b/a Over The Road SI to your original payment method.
Short version: no fix, no fee. You pay up front, and if we can't solve it, you get your money back without having to argue for it.
Full Fix Report ($59) and Rush ($99)
| What happens | What you get | Do you have to ask? |
|---|---|---|
| We can't identify the cause of the problem | Full refund | No. It's automatic when we close the ticket as "no cause found." |
| You applied our fix and the same reject comes back | One free revision. If the revision doesn't fix it either, a full refund | Reply to your fix email or use the support form within 14 days of delivery. |
| A standard fix arrives later than 4 business hours (Monday-Friday, 7 AM-6 PM Central) | Full refund. You keep the fix. | No. It's automatic. |
| A Rush fix arrives later than 1 hour (7 days a week, 6 AM-10 PM Central) | The $40 difference between Rush and standard | No. It's automatic. |
| The issue turns out to need hands-on work in your systems (it can't be fixed in writing) | Your choice: a full refund, or an expert job from us at a fixed price, paid up front and performed by a vetted subcontractor (see below). Choosing the expert job doesn't cost you the refund. | No. The refund is automatic, and the expert job is optional. |
| We need more information from you (for example, the original file behind a 997) | The clock pauses until you reply. If you'd rather not send it, ask for a full refund. | Yes, via the support form. |
A fix "doesn't work" when the reject it was written for still happens after the fix is applied as written. A different problem in the same file, or a partner business decision (for example, a rate dispute or a load that was given to another carrier), counts as a new issue, not a failed fix.
Monthly plans (EDI Watch, Watch Pro, Carrier IT Support, Carrier Ops Bundle)
- Cancel any time by emailing support@otrsi.ai or using the support form. Cancellation takes effect at the end of the period you've paid for, and you keep the service until then.
- First month: ask within 14 days of your first payment and we'll refund it in full.
- After that, we don't give refunds for partial months. If we end your plan for reasons that aren't your fault, we refund the unused part of the period.
SI phone line and answering-line add-on
Setup is paid in full at signup. It's refundable until we start setting up your line (buying your number or building your call flow); after that it isn't refundable. Monthly fees (configuration and IT management services) follow the monthly plan rules above. Telephone numbers and usage minutes are billed separately at cost by invoice; an estimate billed in advance is trued up on the next invoice, and any unused amount is credited or, when you cancel, refunded.
Expert jobs (hands-on work we perform through vetted subcontractors)
An expert job is our own service: you buy it from us at a fixed price and pay up front. We pay our subcontractor only after the job is confirmed, and every refund below is paid by us.
| What happens | What you get |
|---|---|
| We can't assign an expert within 4 business hours of your payment (1 hour for rush) | Full refund, automatic |
| You cancel after an expert is assigned but before the work starts | Full refund |
| You report "not fixed" within 72 hours of the work being marked complete | We get 1 business day to finish within the agreed scope at no extra charge. If it's still not done, we decide from the written record (brief, updates, change log, evidence): the job is complete as delivered, a partial refund, or a full refund. |
| The cause was outside the agreed scope (for example, your trading partner's system was down) | The work done as defined in the brief's "Done means" list is billed as delivered; further work needs a new change order |
| You confirm, or don't reply within 72 hours | The job is complete |
How refunds are paid
Refunds go back to the card or bank account you paid with. A card refund usually appears as a credit within about 5 to 10 business days, depending on your bank; a bank (ACH) refund can take a few business days longer. We cover the processing fee; you get back the full amount you paid.
Chargebacks
Please contact us before you dispute a charge with your bank. The refunds above are usually faster than a dispute. We may refuse future orders from customers who abuse refunds or file disputes in bad faith.
How to ask
Use the support form with your ticket number (it starts with "EDI-"), or email support@otrsi.ai. We answer within 1 business day.