Billing, Pricing & Refund Policy

0. How Tiriel Charges: Read This First

Tiriel charges by truck.

One truck occupies one seat. Your subscription plan is determined by how many seats are occupied on your account, and a seat is occupied from the moment you add a truck until you archive or remove it.

Tiriel does not charge by owner-operator, by driver, by carrier, or by load. Those words appear in this Policy and in our other documents, and each has a single job:

Two consequences follow, and they are the two questions we expect most often:

• An owner-operator who runs three trucks occupies three seats. You are dispatching three vehicles, so you are using three units of capacity.
• Changing the driver on a truck changes nothing about your bill. The seat belongs to the truck.

1. Plans and Pricing

1.1 Month 1 | Activation Fee

Your first month costs $99. This is not a setup fee or a deposit. It is the full price of month 1. It includes:

• Full access to all Tiriel AI agents for 30 days
• Assisted onboarding
• Verification of every truck you add: the operating authority it runs under, its insurance coverage, and the identity of the party operating it
• Unlimited seats during month 1

During month 1 there is no seat limit. Add your full fleet so the platform can calibrate to your operation. Your plan is assigned based on how many seats are occupied on your account, so archive any trucks you do not intend to operate before the assignment date. You receive advance notice under Section 2.3 showing your seat count and the resulting plan before any charge is made.

Month 1 remains $99 regardless of how many trucks you add.

1.2 Month 2 Onward | Subscription Plans

Seven (7) days before your first subscription charge, Tiriel counts the seats occupied on your account and assigns your plan. At that moment the plan is assigned and its seat limit becomes effective, although the charge itself occurs seven days later. From then on your plan changes only when you upgrade under Section 3.1 or request a downgrade under Section 3.2.

Annual billing is offered at ten times the monthly price, which means two months at no charge. Prices are exclusive of applicable taxes.

Starter is the minimum assignment. Every subscriber who completes month 1 is assigned to at least Starter, regardless of seat count.

1.3 Seats and Trucks

Each truck you add to your account occupies one seat, from the moment you add it until you archive or remove it, whether or not the platform performs any operation for it. Your plan determines the maximum number of seats available to you.

Operating unit. A single truck dispatched under a USDOT number. "Truck," "unit," and "operating unit" mean the same thing throughout this Policy.

How trucks are identified. Each truck is identified by the USDOT number it is dispatched under together with the unit number assigned by the dispatcher. Duplicate records for the same truck occupy a single seat. Where a carrier operates more than one truck under a single USDOT number, each truck occupies its own seat.

Owner-operators and drivers do not occupy seats; trucks do. An owner-operator who runs three trucks occupies three seats. Changing the driver assigned to a truck does not affect your seat count. A seat measures dispatch capacity, not people.

Replacing a truck. If you replace a truck because it was sold, retired, or taken out of service, use Replace unit on that truck's profile. The previous truck is archived and the new one added in a single step, with no change to your seat count and no change to your plan or your charge.

MC numbers are collected for authority verification where applicable and are not used to count seats.

Three actions are available for each truck, and they affect your seat count differently:

Archived trucks appear in the Archived view of your account and can be reactivated at any time under Section 3.5.

1.4 Accounts Above 35 Seats

All plans up to and including Enterprise are available through self-service. Accounts requiring more than 35 seats are quoted directly with the Tiriel team and are not available through self-service. Such agreements may include custom SLAs, dedicated support, and arranged payment terms. Contact support@tiriel.ai.

When you reach the Enterprise seat limit and attempt to add or reactivate a truck, the platform directs you to contact the Tiriel team rather than presenting a self-service upgrade.

1.5 Fair Use

Your plan includes the AI agent operations needed to dispatch the trucks occupying your seats: load searching, broker verification, negotiation calls, driver communications, shipment tracking, and incident management. Tiriel does not meter or bill these operations individually, and no plan carries usage charges.

This inclusion assumes each seat is used to dispatch one truck in the ordinary course of business. Usage outside that scope is not fair use. Examples include automated or scripted requests not originated by your dispatch operation, using seats to run operations for trucks not registered on your account, and systematically running agent operations unrelated to dispatching your registered trucks.

Agent communications are part of this inclusion and follow the same principle. The platform's agents place calls and send messages only in connection with your registered trucks and their loads: to drivers whose consent is recorded, and to brokers and facilities involved in a load the platform is working for you. Using the platform to generate bulk calls, messages, or notifications outside that operational purpose, including to recipients who are not active counterparties of your operation, is not fair use.

Operational limits. Tiriel may set reasonable volume and rate limits on agent operations and communications, such as recipients per action or actions per truck per day. The limits in effect are shown in the product where they apply, and they are set so that the ordinary dispatch of a fleet never encounters them.

If your account's consumption is exceptionally above the levels comparable operations generate, for two consecutive months, Tiriel will contact you first to understand your operation. Where the usage is legitimate dispatch activity, nothing changes for you. Where it is not, Tiriel may, after written notice of at least seven (7) days, apply reasonable operational limits to the account or require a plan that reflects actual use.

Abuse is different from heavy use. Where usage shows deliberate abuse (bulk communications to recipients with no operational relationship to your loads, automated generation of agent actions with no dispatch purpose, or use intended to generate cost or disruption), Tiriel may limit or suspend the affected capability immediately under the Terms of Service and will notify you when it does. The seven (7) day notice process above applies to legitimate heavy use, never to abuse.

Fair use is never enforced through your bill. No usage charge, overage charge, or retroactive charge is made under this Section. Your charge remains the amount stated in your advance notice under Section 2.3.

2. Billing

2.1 Billing Cycle

Your account is billed monthly on the same calendar day you activated your account. If you activated on the 15th, you are billed on the 15th of every subsequent month. Annual subscriptions are billed once per year on the activation anniversary. All charges are in U.S. dollars.

2.2 Payment Methods

We accept credit and debit cards for all plans. ACH and check payments are available for Pro and Enterprise plans by arrangement with the Tiriel team. Contact support@tiriel.ai to set up ACH.

2.3 Advance Notification

You receive advance notice by email and in-app notification, no later than seven (7) days before the charge, in each of these cases:

• Your first subscription charge after month 1
• Any charge in an amount different from your previous charge, for example after a plan change

For annual subscriptions, notice is sent no later than thirty (30) days before each renewal.

Each notice shows:

• Your plan
• Your seat count, and the trucks occupying those seats
• The exact amount to be charged
• The date of the charge
• A single-action link to cancel, reduce your seat count, or request a lower-priced plan

Recurring charges in the same amount as your previous charge are confirmed by receipt after the charge, since nothing has changed.

The amount in a notice is a maximum, not a fixed figure. If you archive trucks after receiving notice and drop into a lower plan before the charge date, you are charged the lower amount. You are never charged more than the notice states without confirming it yourself under Section 3.1.

There are no surprise charges.

2.4 Failed Payments

If a payment fails, Tiriel retries the charge twice more: once at 48 hours and once at 96 hours after the initial failure. If all three attempts fail:

• Your account enters payment_hold status. You retain access to your account history and dashboard, but the AI agents pause new operations.
• Loads already active at the time of the hold continue to completion. In-progress operations are not interrupted.
• You have seven (7) days to update your payment method and resolve the balance.
• If the balance is not resolved within seven days, the account moves to suspended status.

To update your payment method, go to the Billing section of your account or contact support@tiriel.ai.

Payment resolved at any point before suspension restores full access without a new activation fee.

2.5 Upgrade Billing

When you upgrade mid-cycle, the change takes effect immediately. You pay a prorated amount for the remainder of the current period based on the price difference between your old and new plan, plus the full new plan price from the following period onward.

The exact breakdown is shown on screen before you confirm. No upgrade is processed without your confirmation.

2.6 Downgrade Billing

Downgrades take effect at the start of your next billing period, not immediately. This protects in-progress operations on your current plan.

If your seat count remains below your plan's limit for 30 consecutive days, the system notifies you and offers the option to downgrade. Downgrades are never automatic. They require your explicit confirmation. You can cancel a pending downgrade at any time before the effective date with one click.

2.7 Taxes

Prices are exclusive of taxes. Sales, use, and similar taxes are calculated and added at the time of charge in jurisdictions where Tiriel is required to collect them.

Subscribers claiming exemption must provide a valid exemption certificate to support@tiriel.ai before the charge date. Exemptions are not applied retroactively to charges already processed.

3. Truck States and Plan Changes

3.1 Upgrading Your Plan

You can upgrade at any time from the Billing section of your account. Upgrades take effect immediately upon your confirmation. The system shows the exact cost before you confirm. No upgrade is processed without your explicit approval.

When all seats on your plan are occupied and you attempt to add or reactivate a truck, the platform does not add it. Instead it shows you the next plan, its seat limit, the new recurring price, the exact amount payable, and the date the new price begins.

If you confirm, your plan changes immediately and the truck is added or reactivated. If you decline, no charge is made and nothing is added or reactivated. You may instead free a seat by archiving another truck under Section 3.4.

3.2 Downgrading Your Plan

You can request a downgrade at any time. Downgrades take effect at the start of your next billing period. If your seat count at the effective date exceeds the lower plan's limit, the system notifies you before processing so you can decide how to proceed.

No credit is issued for the remainder of the current period.

3.3 Pausing and Resuming a Truck

Pausing stops the AI agents from searching loads for that truck and from calling the driver assigned to it. It is intended for day-to-day operational changes, such as a truck out of service over the weekend, a driver on vacation, or a vehicle temporarily unavailable.

Pausing does not free the seat and does not change your plan or your charge. The truck remains on your plan and can be resumed at any time with one click.

3.4 Archiving a Truck

Archiving is for trucks you no longer dispatch. You may archive a truck at any time from its profile, without contacting support.

When you archive a truck:

• The seat is freed immediately and becomes available for another truck on your plan
• The AI agents cease all operations for that truck
• Its record, documents, and operational history are preserved and appear in the Archived view
• Your plan and your current charge do not change, and no credit is issued for the remainder of the current billing period. To move to a lower-priced plan, request a downgrade under Section 3.2

If the truck has a load in active status, archiving takes effect once that load completes. In-progress operations are not interrupted.

3.5 Reactivating an Archived Truck

Archived trucks can be reactivated at any time from the Archived view. Their record, documents, and history are restored, and you do not re-enter their information.

Reactivation occupies a seat. If a seat is available on your plan, reactivation is immediate and free. If all seats are occupied, reactivation follows the same confirmation flow as adding a new truck under Section 3.1: the platform presents the next plan, its price, and the amount payable for your confirmation, and nothing is charged or changed until you confirm.

Any communications consent revocation previously recorded for the owner-operator or driver associated with that truck remains in effect after reactivation, as provided in Terms of Service Section 6.5. A revocation attaches to the person, not to the truck, and no change to a truck's state clears it.

3.6 Deleting a Truck

Deleting removes the truck and its record from your account and frees the seat immediately. Deletion is not reversible. Where you may dispatch that truck again, archiving is the recommended action.

Records required for billing, audit, or legal purposes are retained as described in Terms of Service Section 15 regardless of deletion.

3.7 The Seven Days Between Assignment and Your First Charge

Your plan is assigned seven days before your first subscription charge, and its seat limit applies from that moment. During those seven days:

• If you add or reactivate a truck beyond your assigned plan's limit, the platform presents the next plan for your confirmation. Confirming changes the amount of your first charge, for example from $349 to $699. Nothing is charged at the time you confirm, because your first billing period has not started. There is no prorated amount in this window.
• If you archive trucks and drop into a lower plan, your first charge is the lower amount.
• If you cancel, no subscription charge is made. Your month 1 runs its full course and access ends on the date the charge would have occurred.

4. Refund Policy

4.1 Month 1 | Operational Guarantee

We stand behind what the platform does in month 1. If, during your first 30 days, the platform did not produce a single load reaching READY status for any of your trucks, you can request a full refund of your activation fee. Loads that reach READY status appear in your Dispatch Center.

This guarantee applies when all of the following are true:

• At least one truck was registered on your account with complete information (USDOT number and a contact phone number), and load searching was active for that truck for at least one hundred twenty (120) hours during the month. Hours count only while the truck is not paused or archived, load searching is turned on, and the time falls within the days and hours you configured for the agent. For reference, the default schedule of 9:00 am to 10:00 pm, seven days a week, reaches 120 hours in about ten days.
• The platform had a way to work on loads for you during the month. This is satisfied if either of the following is true: you connected at least one load board account, and it remained connected and authorized for at least fifteen (15) days of the month; or at least five (5) loads reached the platform for your account during the month, through a connected email account, through the Tiriel Browser Extension, or through a combination of both.
• The trucks on your account were not subject to restrictions that made booking impossible, such as revoked operating authority or no available hours of service when the platform attempted to reach the driver.
• You request the refund and cancel your subscription within the period described below. This guarantee is a complete exit from month 1, not a credit on a continuing account.

This guarantee does not apply when:

• No truck met the first condition above, either because none was registered with complete information or because none accumulated one hundred twenty (120) hours of active load searching during the month.
• Neither branch of the second condition above was met during the month.
• The trucks on your account had restrictions that made booking impossible.
• The platform produced one or more loads that reached READY status and you did not authorize them.
• You did not respond to the guided onboarding within the first 7 days.

How loads reach the platform. Loads reach the platform in three ways: a load board account you connect, an email account you connect, and the Tiriel Browser Extension, which sends load details from any load board page into the platform. The Extension works with any load board and does not depend on an integration being available. Direct load board integrations are added over time, and the list of available integrations is shown in your account.

How to request. Write to support@tiriel.ai. You can write as soon as you believe the guarantee applies, and no later than seven (7) days after your first 30 days end. Tiriel evaluates the full 30-day period, so if you write before day 30, we confirm the outcome once the period closes. Tiriel reviews the operational records for your account, including your Dispatch Center and each truck's Activity, both of which are visible to you. If those records confirm that no load reached READY status for any of your trucks during the 30 days, the refund is processed within five (5) business days to your original payment method.

Cancel before your first subscription charge. Your first subscription charge occurs at the end of month 1. If you cancel before that date, the charge is never made, and this guarantee returns your activation fee. If you cancel after the charge has been processed, your activation fee is still refundable under this Section, and the subscription charge is refundable under Section 4.3, Exception 3, provided you cancel within the first 7 days of month 2.

If we decline. We will tell you in writing which condition was not met and what our records show. If you disagree, you may request a second review by writing to support@tiriel.ai with the subject line "Guarantee review." A member of the Tiriel team who did not take part in the first review will respond within ten (10) business days.

Scope. This guarantee covers the activation fee only. It is not a warranty of any specific dispatch, rate, load volume, or business outcome. This guarantee is available once per account and once per dispatcher EIN/SSN, including when an account returns after cancellation.

4.2 Month 2 Onward | General Rule

Monthly subscription fees are non-refundable once processed. Tiriel's model is not a passive subscription. The AI agents are actively executing operations on your behalf every day: placing calls, searching loads, negotiating rates, tracking shipments, and managing incidents. Those operations have already occurred and cannot be undone.

The following situations do not generate a refund:

4.3 Exceptions | Month 2 Onward

There are five specific situations where a refund or credit is issued:

Exception 2 note: billing errors must be reported within 30 days of the charge. After 30 days the charge is considered accepted.

Exception 3 note: applies once per account and once per dispatcher EIN/SSN.

Refunds are issued to the original payment method within 5 business days of confirmation.

5. Cancellation

5.1 How to Cancel

You can cancel at any time from the Settings section of your account. No phone call, no email, no waiting period, no retention process. Cancellation is effective at the end of your current paid billing period. If you are billed on the 15th and cancel on the 20th, your access continues until the 15th of the following month. No further charges are made after you confirm cancellation.

5.2 What Happens to Your Data

After cancellation you have 30 days to request an export of your operational history, including loads, documents, communications, and archived trucks, from the Billing section of your account or by contacting support@tiriel.ai. After 30 days your data is archived. Archived data can be requested through support for up to 90 days post-cancellation.

These periods describe how long your data remains directly available to you. How long Tiriel retains data, including after it is no longer available through your account, is described in the Privacy Policy, and your rights over that data are described in Section 9 of that Policy. Data handling on termination is further described in the Terms of Service.

5.3 Reactivation

If you cancel and decide to return, reactivation is free: there is no reactivation fee at any point.

• Within 90 days of cancellation: your full operational history is restored, including archived trucks. Your subscription resumes at the plan corresponding to your seat count at that time, shown to you with the exact amount and the charge date for your confirmation before any charge is made. Reactivation within 90 days does not repeat the Activation Month: there is no new activation fee and no unlimited-seat period.
• After 90 days: your data is no longer available for restoration, and returning to Tiriel works like any new signup: the standard Activation Fee and Activation Month described in Section 1.1 apply.

6. Changes to This Policy

Tiriel may update this Policy. Material changes affecting existing subscribers take effect no earlier than thirty (30) days after notice by email or in-app notification. Where you affirmatively accept a new version of this Policy at checkout or through an equivalent in-product acceptance flow, that acceptance governs and the notice period does not apply to that version.

The current version and effective date are published at www.tiriel.ai/billing-policy.

7. Questions About Your Bill

For any billing question, charge dispute, or refund request:

Billing questions are answered within 1 business day. Refund requests under the applicable exceptions are processed within 5 business days of confirmation.