Cancellation & Refund Policy
Effective: 11 August 2025
This Policy explains how cancellations and refunds work for services booked through Tow It. It forms part of our Terms of Service. If anything here conflicts with non-waivable consumer rights, your statutory rights prevail.
1) Definitions
- Pending Assignment: No provider has accepted the job yet.
- Accepted: A provider accepted the job but has not yet departed.
- Dispatched / En Route: The provider has departed or is on site.
2) Customer cancellations
a) While Pending Assignment
Free cancellation. Any card authorisation is released; no charge is captured.
b) After Accepted (before dispatch)
You receive a voucher (Tow It credit) for the full authorised/paid amount. No cash refund. Processing fees already incurred are not refundable.
c) After Dispatched / On Site
A call-out fee may apply to cover provider time and travel. Work already performed is non-refundable. Any remaining balance may be issued as a voucher.
3) Platform-initiated cancellations
If Tow It cancels your request (including No Provider Available) or a provider cancels after accepting and you choose not to proceed with a replacement, you receive a full cash refund of any captured amount, or the authorisation is released. Tow It absorbs card processing fees in these cases.
4) Payment authorisations & captures
We may place a card authorisation at booking time. Depending on service status, the authorisation may be captured or released under this Policy. Release timing depends on your bank.
5) Fees, vouchers & chargebacks
- Customer-initiated cancellations: Card processing fees are not refundable.
- Tow It-initiated refunds: Tow It covers processing fees.
- Vouchers: Issued as Tow It credit, non-transferable, and do not expire.
- Chargebacks: Please contact us first at support@towit.ie; we aim to resolve issues quickly.
6) How to cancel
Use the in-app Cancel option where available or email support@towit.ie from your account email. The system timestamp determines which rule applies.
7) Statutory rights
Nothing in this Policy affects your statutory rights under applicable consumer law.
8) Changes to this Policy
We may update this Policy from time to time. The “Effective” date above shows the latest version.
See also: Terms of Service · Privacy Policy
Contact Us
Questions about this policy can be sent to support@towit.ie.