SLA Policy

JOLT commits to an arrival window on every active, serviceable lane. This page defines exactly what we guarantee, how we measure it, and what happens if we miss.

Definition

SLA adherence is the percentage of shipments that arrive at the committed delivery window on an active, serviceable JOLT lane.

Methodology

Adherence is measured as:

• Window: rolling 90-day period, across all live, serviceable routes.
• Numerator: shipments delivered within their committed arrival window.
• Denominator: all shipments dispatched on active, serviceable routes in the same window.

The committed window is printed on every booking. Pilot SLA guarantees apply strictly to active, serviceable routes and are subject to payload specifications.

Money-back remedy

If we miss the guaranteed TAT on a shipment covered by a valid pilot agreement, that shipment is free. The remedy is applied as a full credit or refund of the freight charges for the missed shipment, issued within 14 business days of a verified miss.

Exclusions

• Loading and unloading time, and delays caused by the shipper, consignee, or third parties outside JOLT’s control.
• Weather events and force majeure.
• Shipments outside active, serviceable routes or outside the payload specifications of the pilot agreement.

Refund policy

Refunds follow the money-back remedy above. Disputed TAT misses are reviewed against tracking milestones within 7 business days. Contact [email protected] to raise a claim.