Refund & Cancellation Policy

1. Cancellation Before Dispatch

You may cancel a service request at any time before a tow operator has been dispatched to your location. Cancellations made before dispatch are free of charge, and no payment will be processed.

2. Cancellation After Dispatch

Once a tow operator has been dispatched and is en route to your location, a cancellation fee may apply. The cancellation fee amount will be clearly displayed in the app before you confirm the cancellation. This fee compensates the operator for their time, fuel, and lost opportunity.

Cancellation fees are typically a flat amount based on the service type and are charged to your payment method on file.

3. Cancellation by Operator

If an operator cancels after accepting your request, you will not be charged. TubiTow will automatically attempt to match you with another available operator. Repeated operator cancellations are tracked and may affect the operator’s standing on the Platform.

4. Refund Eligibility

You may be eligible for a full or partial refund in the following situations:

• Service not provided: If an operator was dispatched but did not arrive or did not complete the requested service
• Incorrect charge: If you were charged an amount different from the upfront quoted price without a valid reason
• Duplicate charge: If your payment method was charged more than once for the same service
• Service quality issue: If the service provided was materially different from what was described or caused damage to your vehicle (subject to investigation)

5. How to Request a Refund

To request a refund, contact us within 7 days of the service date through any of the following channels:

• In-app support (navigate to your trip history and select “Report an issue”)
• Email: [email protected]
• Phone: (404) 409-0902

Please include your name, the date of service, and a description of the issue. We may request additional documentation such as photos or timestamps.

6. Refund Review Process

All refund requests are reviewed by our support team. We investigate using GPS data, timestamps, photos, service records, and operator/customer feedback. You will receive a response within 3–5 business days.

During the review, the disputed payment may be held. If a refund is approved, it will be credited to your original payment method within 5–10 business days.

7. Non-Refundable Situations

Refunds are generally not issued in the following cases:

• You changed your mind after the service was completed satisfactorily
• You provided incorrect location or vehicle information
• You were not present when the operator arrived at the confirmed location
• The service was completed as described but you are dissatisfied with the quoted price you previously accepted

8. Disputes

If you disagree with a refund decision, you may escalate the matter by emailing [email protected] with the subject line “Refund Escalation.” A senior team member will review your case within 5 business days.

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated date.