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Refund Policy

Last updated: 2026-07-05

1. What This Policy Covers

This Refund Policy explains when you can get money back from a TowGo booking. It applies to Customers who book roadside services through the TowGo app or website.

TowGo Marketplace LLC runs the Platform. Independent providers do the tows. See our Terms of Service for how the marketplace works.

2. When You Get a Full Refund

You get a full refund if:

  • The service was never delivered. For example, the Driver never showed up, cancelled after accepting, or arrived and could not help.
  • You were charged for a service you never booked. Contact us right away.
  • The Driver caused damage to your vehicle that TowGo determines was avoidable. Damage claims are handled through the Driver's insurance and our on-platform claims process (see Section 6).
  • A duplicate charge was made for the same job.

3. Cancellation Fees

If you cancel a booking, whether you owe a fee depends on when you cancel:

| When you cancel | Fee | | --- | --- | | Before a Driver accepts | $0 — no fee | | After a Driver accepts, before the Driver has left for you | $0 for the first cancellation, small fee after repeat cancellations | | After the Driver has started driving to you (pre-arrival) | Pre-arrival cancellation fee | | After the Driver arrives on scene | On-arrival fee |

Fees may change from time to time. The current amounts are shown in the app before you confirm a cancellation. You will not be charged more than what you see on that screen.

Why the fees exist. Drivers are independent contractors who use their fuel, time, and equipment when they respond to a job. The fees pay Drivers for work already done when a customer cancels late. Most of each fee goes to the Driver, not to TowGo.

4. Price Changes on the Job

Sometimes the price changes after you book — for example, if the tow distance is longer than estimated, or if the Driver needs to do extra work.

  • Small changes (within the app's reprice window, typically 5 minutes after arrival) — the app will show you the new price and ask you to confirm.
  • Bigger changes — the Driver must contact you and get your OK before doing extra work.

If you did not agree to a price change, you can dispute it. See Section 6.

5. How Refunds Are Paid

  • Refunds go back to the payment method you used.
  • Card refunds typically take 5 to 10 business days to appear on your statement. That timing is set by your bank, not by us.
  • ACH refunds may take longer.
  • If your card is expired or closed, contact us at [email protected] so we can arrange another way.

6. Disputes

If something goes wrong on a job — the Driver did the wrong service, the price is wrong, the tow damaged your vehicle — you can open a dispute.

  • Time limit — open a dispute in the app within 24 hours of the job ending.
  • How long we take — we aim to reach a decision within 48 hours of getting all the information we need.
  • What we look at — GPS trails, photos, chat logs, ratings, and information from both sides.
  • Outcome — depending on what we find, we may refund all or part of the charge, credit you for a future job, or leave the charge as-is.

Open a dispute in the app under Job History > (select the job) > Report a Problem, or email [email protected] with your job ID.

7. Chargebacks

If you file a chargeback with your bank instead of asking us for a refund, we will cooperate with the investigation but may pause your account until it is resolved. Please try our dispute process first — it is faster.

8. Damage Claims

If a Driver damages your vehicle during a job, report it in the app within 24 hours with clear photos. Damage claims are handled through the Driver's commercial insurance. TowGo will help gather evidence and connect you with the right claims contact, but TowGo is not itself the insurer.

9. Business Customers

For business customers on invoiced billing, refunds and credits are applied to your account and shown on your next invoice. Contact your account manager or [email protected] for questions.

10. Contact

Questions about a refund or a specific charge:

TowGo Marketplace LLC Support: [email protected] Legal: [email protected]