Refund Policy

1. STARTING POINT

Road Rescue Network charges a dispatch fee for connecting Customers with independent Rescuers. This policy sets out (a) the situations in which that fee is automatically refunded in full, (b) the situations in which a partial or full refund may be issued after review, and (c) the situations that are not refundable.

2. AUTOMATIC 100% REFUNDS

Road Rescue Network issues a full refund of the dispatch fee in the following situations. No discretion, no ceiling, no burden of proof beyond the request ID:

• (a) OPERATOR NO-SHOW. If a Rescuer accepts a request and then fails to arrive on scene, you get 100% of the dispatch fee back.
• (b) CUSTOMER CANCELLATION BEFORE ARRIVAL. If you cancel before the Rescuer arrives on scene, for any reason, you get 100% of the dispatch fee back.
• (c) NO OPERATOR AVAILABLE. If Road Rescue Network cannot connect you with any Rescuer in a reasonable time and the request is closed, you get 100% of the dispatch fee back.
• (d) DUPLICATE CHARGE. If a payment error charges you more than once for the same request, we refund the duplicate immediately.

3. OTHER SITUATIONS WE REVIEW

Road Rescue Network may, in its sole discretion, issue a partial or full refund of the dispatch fee in the following situations after review:

• (a) BILLING ERROR CONFIRMED BY ROAD RESCUE NETWORK. Customer was charged an incorrect amount and Road Rescue Network confirms the error in its records. Refund of the difference.
• (b) DAMAGE CLAIM. Customer alleges property damage during service. Reviewed case by case, coordinated with the Rescuer's liability insurance.
• Any Rescuer service charges are separate from the Road Rescue Network dispatch fee. Refunds of Rescuer service charges are a matter between Customer and Rescuer directly, per Section 5 of the Terms of Use.

4. SITUATIONS WE ARE NOT ABLE TO REFUND

We would rather be straight with you up front than leave you guessing. The dispatch fee pays for connecting you with a Rescuer, so once that connection has been made and the Rescuer is on scene, the following are not eligible for refund under this policy:

• (a) Dissatisfaction with a Rescuer's quality of work, demeanor, appearance, or timing after service was rendered. Tell us anyway. Feedback like this can affect a Rescuer's standing on the platform, but because the dispatch fee covers connecting you, the charge for the work itself is settled directly with the Rescuer.
• (b) Change of mind after the Rescuer has arrived on scene or begun service.
• (c) Where we are unable to reach you at the phone number provided and the request is closed as a result. Adding a second number when you book helps us avoid this.
• (d) Requests placed for the wrong vehicle, wrong location, or wrong service type due to Customer error, once the Rescuer has arrived on scene.
• (e) Subscription fees for periods already used or in progress, except as required by law.
• (f) Bidding-pool commissions and Merchant-of-Record fees for completed jobs, per Section 13 of the Terms of Use.
• (g) Any fee where Customer initiated a chargeback with their bank before contacting Road Rescue Network. See our Chargeback Policy.

5. HOW TO REQUEST A REFUND

Submit the Refund Request form at roadrescuenetwork.com/help/refund. It takes a couple of minutes. 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 actually issue your refund.

Refund requests need to reach us within thirty (30) days of the original charge. After thirty (30) days we are no longer able to review the request, so if something looks wrong on your statement, send it over sooner rather than later.

6. REVIEW TIMELINE

Urgent refund requests are reviewed within four (4) hours during business hours (7am to 9pm ET, seven days a week). Standard refund requests are reviewed within one to three (1 to 3) business days. Complex cases involving damage claims or payment-processor confirmation may take up to fourteen (14) business days.

While we are reviewing, we may ask you for a little more detail, such as photographs, timestamps, or a written account of what happened. If we do not hear back within seven (7) days we will close the request out so it is not left sitting open. That is not a denial. Reply on the same request with the information any time and we will pick it back up.

7. HOW REFUNDS ARE ISSUED

Approved refunds are issued to the original payment method on file. Refunds normally appear on the Customer's statement within five to ten (5 to 10) business days after Road Rescue Network processes them. Road Rescue Network does not issue refunds by cash, check, wire, or to a payment method other than the one originally charged, except in cases of confirmed card fraud or where the original card is no longer valid.

If the original payment method is a subscription auto-charge, an approved refund does not automatically cancel your subscription. To cancel, see the Cancellation Policy.

8. IF WE ARE NOT ABLE TO APPROVE YOUR REFUND

If we cannot approve your request, we will tell you why rather than leaving you with a bare no. If you think we got it wrong, you can send one more written explanation to [email protected] within seven (7) days, along with anything that supports it. A real person reads it. We will take the new information seriously, though we are not obligated to reverse a prior decision.

Please come to us before you go to your bank. A chargeback stops the review in its tracks and takes the decision out of our hands, when in most cases a short email sorts it out faster. Chargebacks filed on charges we already reviewed and declined on the merits may result in loss of platform access under the Road Rescue Network Chargeback Policy.

9. QUESTIONS

Checking on a refund is never a bother. Email [email protected] and we will tell you where it stands. One ask: if you already have a request open for that charge, reply on that one instead of starting a new one. Duplicates split the trail and slow your own refund down.