Platform Policy

Refund Policy

We hope every roadside call you book through Road Rescue Network goes without issue, but we know sometimes things happen. If a service request did not meet your expectations, you can report it to our Support team, and in some cases your report may be covered by this Refund Policy. We want you to know what to expect, so this page explains when you may be eligible for a full or partial refund of the dispatch fee, how to request one, and how we review it. All refund requests are evaluated at Road Rescue Network's sole discretion, on a case-by-case basis. This policy operates under and is subject to Sections 5.3, 5.3.1, 13, and 14 of the Road Rescue Network Terms of Use, which control in the event of any conflict.

Terms of UseCancellationRefundSubscription

1. STARTING POINT

Road Rescue Network is a marketplace that connects Customers with independent Rescuers to complete roadside service requests. Road Rescue Network charges a dispatch fee for making that connection; the Rescuer sets the charge for the service itself.

Before you confirm a request, Road Rescue Network provides information in the app and on the phone, including the dispatch fee amount, estimated time of arrival, service type, and the Rescuer who has accepted the job. As a Customer, you own the decision to accept the dispatch or not. If you confirm the request, you accept the Terms of Use and take responsibility for payment of the dispatch fee and any service charges owed to the Rescuer.

2. WHEN YOU MAY BE ELIGIBLE FOR A REFUND

Examples of when you may be eligible to receive a full or partial refund of the dispatch fee include:

  • A fee was charged in error, or your request experienced a technical issue, such as an eligible promotion not applying correctly.
  • The dispatch fee charged was significantly higher than the estimate shown before you confirmed the request, and the difference was not caused by a change you made to the service type, location, or vehicle.
  • A Rescuer accepted your request but did not arrive on scene, and Road Rescue Network was not able to re-dispatch to another Rescuer within a reasonable time.
  • Road Rescue Network was unable to connect you with any Rescuer in a reasonable time and the request was closed.
  • You did not place the request, or the charge appears to involve fraud.

3. WHEN YOU WILL NOT BE ELIGIBLE FOR A REFUND

Examples of when you will not be eligible for a refund include, but are not limited to:

  • Dissatisfaction with a Rescuer's quality of work, demeanor, appearance, or timing after service was rendered. You can rate the Rescuer in the app or share feedback with Support — this affects a Rescuer's standing on the platform, but it is not grounds for refund of the dispatch fee.
  • A change of mind after the Rescuer has arrived on scene or begun service.
  • Requests placed for the wrong vehicle, wrong location, or wrong service type due to Customer error, after the Rescuer has arrived on scene.
  • On-scene delays or routing changes caused by traffic, construction, weather, or other events outside Road Rescue Network's control, or caused by Customer additions or changes to the request after dispatch began.
  • Subscription fees for periods already used or in progress, except as required by law.
  • Bidding-pool commissions and Merchant-of-Record fees for completed jobs, per Section 13 of the Terms of Use.
  • Safety-related incidents are handled separately by a specialized team and should be reported to [email protected].

4. HOW TO REQUEST A REFUND

You can submit a refund request within thirty (30) days of the original charge at roadrescuenetwork.com/help/refund. Have your request ID or subscription invoice number handy, along with the payment method used and a short description of what happened. Please use the form rather than social media, review sites, or informal email — those channels are not tracked by our accounting team, so a message sent there will not reach the people who can issue a refund.

If we determine you are eligible, refunds are returned to the original payment method and typically appear on your statement within three to five (3 to 5) business days, depending on your bank. Complex cases involving damage claims or payment-processor confirmation may take longer.

5. FALSE REPORTS

We investigate each report. Providing inaccurate information about a service request or a charge when requesting a refund, or disputing a charge after Road Rescue Network has reviewed and declined the request on the merits, violates the Road Rescue Network Terms of Use and may result in your request being denied, additional fees, or deactivation of your account.

6. QUESTIONS

If you want to check on a refund request, email [email protected]. If you already have a request open for that charge, reply on that thread rather than opening a new one — duplicates split the trail and slow your refund down.

Last updated: July 31, 2026