Chargeback Policy

1. WHAT A CHARGEBACK IS

A chargeback is a formal dispute you initiate with your bank, credit-card issuer, or payment network against a charge on your statement. It is separate from — and stronger than — a refund request. When you initiate a chargeback, the bank pulls the disputed amount from Road Rescue Network’s account until the dispute is investigated, and Road Rescue Network is charged a non-refundable dispute fee by the payment network whether or not we ultimately prevail.

Because of these direct costs, Road Rescue Network treats chargebacks initiated for legitimate, undisputed charges as a serious violation of the Terms of Use.

2. WHAT TO DO FIRST — CONTACT US

Before initiating a chargeback with your bank, Road Rescue Network requires that you first contact us and give us a reasonable opportunity to resolve the issue directly. Most charges customers dispute with their bank could have been refunded or corrected by us at no cost to either side. The correct order of steps is:

• 1. Review the Road Rescue Network Refund Policy to see whether the charge is refund-eligible.
• 2. If it is, submit a Refund Request at roadrescuenetwork.com/help/refund. Review takes one to three (1–3) business days in most cases.
• 3. If your refund request is denied and you believe the denial was in error, follow the appeal process described in Section 7 of the Refund Policy — one written explanation to [email protected] within seven (7) days.
• 4. Only after those steps have been exhausted should you consider a chargeback, and only for charges you genuinely believe are fraudulent or invalid.

3. LEGITIMATE CHARGEBACK GROUNDS

Road Rescue Network recognizes the following as legitimate grounds for a chargeback and will not treat them as violations of the Terms of Use:

• (a) UNAUTHORIZED CHARGE — a charge you did not authorize, made on a card that is not yours or on a card that has been lost or stolen. If you suspect card fraud, contact your bank first.
• (b) DUPLICATE CHARGE — the same charge appears more than once for a single transaction and Road Rescue Network has failed to correct it after a written request.
• (c) CHARGE FROM AN UNKNOWN MERCHANT — you have no record of transacting with Road Rescue Network, no account with us, and cannot identify the origin of the charge after we have provided you with documentation.
• In each of these cases, Road Rescue Network will assist good-faith cardholders and provide any documentation the bank requests.

4. ILLEGITIMATE CHARGEBACK GROUNDS

The following are not legitimate grounds for a chargeback under this policy. Chargebacks initiated on these grounds will be disputed by Road Rescue Network with evidence and may result in the consequences described in Section 6:

• (a) Dissatisfaction with a Rescuer’s work, timing, demeanor, or pricing — this is a dispute between you and the Rescuer, per Section 5 of the Terms of Use. Road Rescue Network is not the service provider.
• (b) Change of mind after a service was dispatched or completed. The dispatch fee is non-refundable, per Section 5.3.1 of the Terms of Use.
• (c) Failure of a Rescuer to arrive within an estimated time, where a valid refund was already offered or issued by Road Rescue Network.
• (d) Subscription auto-renewal charges you forgot to cancel before the renewal date. Cancellation is your responsibility, per Section 14 of the Terms of Use and the Cancellation Policy.
• (e) Any charge for which Road Rescue Network has already offered a refund that you declined.
• (f) Any charge for which you never contacted Road Rescue Network before disputing with the bank.
• (g) Bidding-pool completion charges for jobs the Rescuer actually completed.

5. HOW ROAD RESCUE NETWORK RESPONDS TO A CHARGEBACK

When Road Rescue Network receives notice of a chargeback, we prepare and submit an evidence pack to the acquirer within the network’s response deadline. The evidence pack typically includes:

• The Customer’s account creation timestamp, IP, and identifiers.
• The service request record, including dispatch logs, GPS pings, and Rescuer arrival timestamps.
• Call and SMS transcripts of AI Agent communications with the Customer, showing dispatch confirmation and consent.
• Signed acceptances of the Terms of Use, Refund Policy, and Chargeback Policy.
• Copies of any prior refund correspondence and any refund the Customer accepted or declined.
• The delivery-of-service record, including Rescuer photographs required on every job.
• This information is provided to the acquiring bank and card network solely for the purpose of resolving the dispute. It is not sold or shared outside that purpose. See the Privacy Policy for full detail on how Road Rescue Network uses account information.

6. CONSEQUENCES OF AN ILLEGITIMATE CHARGEBACK

If Road Rescue Network determines, in its sole discretion, that a Customer initiated a chargeback on grounds this policy does not recognize as legitimate — including but not limited to the grounds listed in Section 4 — Road Rescue Network may take any of the following actions:

• (a) SUSPEND OR TERMINATE THE ACCOUNT. Road Rescue Network reserves the right to deactivate, suspend, or permanently remove a Customer account for chargeback abuse, consistent with Section 5.5 of the Terms of Use. Termination is final.
• (b) RE-CHARGE THE DISPUTED AMOUNT. Where Road Rescue Network prevails in the dispute, we may re-charge the payment method for the original amount plus a chargeback administration fee of twenty-five dollars ($25) per dispute, plus any dispute fees passed through from the payment network.
• (c) PURSUE COLLECTION. For amounts Road Rescue Network cannot recover through re-charge, we may refer the account to a collection agency or, at our sole discretion, initiate arbitration under Section 26 of the Terms of Use.
• (d) REPORT TO INDUSTRY BLOCKLISTS. Where a chargeback appears to Road Rescue Network to be intentional friendly-fraud, we may report the incident to industry chargeback-abuse databases used by other merchants and payment processors.
• (e) DENY FUTURE SERVICE. Following any chargeback determined to be illegitimate, Road Rescue Network may permanently refuse to provide services to the Customer, any related accounts, and any accounts sharing a payment method or address.

7. FEES ROAD RESCUE NETWORK MAY CHARGE

For any chargeback determined by Road Rescue Network to be illegitimate under Section 4, Road Rescue Network may charge:

• A chargeback administration fee of twenty-five dollars ($25) per dispute.
• The original disputed amount, if reversed to Road Rescue Network by the bank after our successful evidence pack.
• Any dispute fees passed through from the payment network.
• Reasonable attorneys’ fees and costs incurred in collecting any unpaid balance, per Sections 24 and 25 of the Terms of Use.

8. RESCUERS AND CHARGEBACKS

Rescuers who receive service payments through the Road Rescue Network platform are subject to this policy for any chargeback issued against a bidding-pool completion payment, dispatch fee, subscription, or listing charge. Rescuers who accumulate excessive chargebacks — measured by count or dollar volume — may be removed from the platform under Section 5.5 of the Terms of Use.

9. TIMING AND RECORDS

Road Rescue Network retains dispatch logs, transcripts, GPS traces, Rescuer photographs, and Customer account records for a minimum of two (2) years for the purpose of responding to chargebacks and other disputes. Retention beyond that period is governed by the Privacy Policy and applicable law.

10. QUESTIONS

If you are considering disputing a Road Rescue Network charge with your bank, please contact us first at [email protected] or 1-800-673-1060. We can often resolve the issue faster than a chargeback and without cost to either side.