Refund & Cancellation Policy

TowGo wants you to get the help you paid for. If something goes wrong with a job — the service wasn’t performed, was materially different from what you requested, or you were charged incorrectly — you can request a refund, and our team will review it. Refunds are issued to your original payment method through our payment processor (Stripe).

• Before a driver is dispatched — you may cancel a request at no charge.
• After a driver is dispatched or en route — because the Operator has already committed time and fuel to reach you, a cancellation fee may apply. Any such fee will be shown to you before it is charged where practicable.
• After the service is completed — a completed job cannot be cancelled, but you may still open a dispute if you believe you were charged in error or the service was not as described.

Refunds on TowGo follow a simple review process:

• You open a dispute for the job from the app (or contact support) and tell us what went wrong. You can include a description and photos.
• A TowGo administrator reviews the dispute, the job details, communications, and any Operator response.
• If a refund is warranted, we issue it to your original payment method through Stripe (including reversing the relevant portion of the Operator payout via Stripe Connect where applicable).
• We notify you of the outcome. Refunds may be full or partial depending on the circumstances.

To be eligible, you should open a dispute within seven (7) days of the job’s completion (or of the disputed charge). Requests made after this window may still be reviewed at our discretion, but we may be unable to reverse charges or payouts after that time.

Refunds are generally not available where:

• The service was requested and completed satisfactorily as described;
• You cancelled after a driver was already dispatched or en route (a cancellation fee may apply as described above);
• The issue was caused by inaccurate information you provided (for example, a wrong location or vehicle details) that prevented the Operator from completing the job;
• You were not present or reachable so the Operator could not perform the service;
• The request violated our Terms of Service.

The fastest way is to open a dispute on the relevant job in the TowGo app, describe the problem, and attach any supporting photos. You can also email [email protected] with your account email and the job details. Please include as much detail as possible so we can review your request quickly.

Once a refund is approved, we process it promptly. It typically takes 5–10 business days for the refunded amount to appear on your statement, depending on your bank or card issuer. The time for our team to review a dispute is separate from, and in addition to, this processing time.

If you believe you were charged in error, please contact us first — we can usually resolve issues faster than a bank dispute. If you initiate a chargeback with your card issuer, we may provide the issuer with records of the transaction and the service provided. Filing a chargeback for a legitimate, completed charge (a “friendly fraud” chargeback) may result in suspension of your account. Pursuing a chargeback does not limit our rights under the arbitration section of our Terms of Service.

Questions about a refund or cancellation? Contact us at [email protected] or, for legal matters, [email protected].