Cancellation and Refund Policy

Effective date: 12 March 2026

This policy explains cancellation and refund outcomes for services booked through Tow It. It forms part of the Terms of Service. Statutory consumer rights always apply where required by law.

1. Service stages

  • Pending Assignment: no provider has accepted the request.
  • Accepted: provider accepted but has not departed.
  • Dispatched / En Route / On Site: provider departed or arrived.

2. Customer cancellation outcomes

a) Pending Assignment

Free cancellation. Any payment authorization is released and no capture is made.

b) Accepted (before departure)

Tow It credit (voucher) may be issued for the authorized/paid value, subject to card processing costs already incurred.

c) Dispatched / En Route / On Site

A call-out amount may apply for provider travel/time. Work already performed is non-refundable. Remaining eligible value may be provided as voucher credit.

3. Platform or provider-side cancellation

If Tow It cancels (including no provider available) or a provider cancels and no replacement is used, Tow It will release authorization or process refund of captured eligible amounts according to payment state and law.

4. Authorizations, captures, and bank timing

Tow It may place payment authorization at booking and capture later based on service progression. Authorization release timing depends on your card issuer/bank.

5. Fees, vouchers, and disputes

  • Some processor fees may be non-refundable where already incurred.
  • Voucher credit is non-transferable unless required by law.
  • Before filing a chargeback, contact support so we can review logs and resolve quickly.

6. How to cancel

Use the in-app cancel action where available or email support@towit.ie from your account email. Platform timestamp determines applicable stage.

7. Policy updates

Tow It may update this policy to reflect operational or legal changes. The effective date above identifies the current version.

Related documents: Terms of Service · Privacy Policy

Contact

For cancellation/refund questions: support@towit.ie