Refund Policy

1. Introduction

At TOWD Ltd (trading as TOWD App / TOWD Roadside Assistance), we aim to provide a fast, reliable, and high-quality service every time. If you’re not satisfied with the service provided or experience an issue, we’re here to help. This Refund Policy outlines when and how refunds may be issued.

2. Eligibility for a Refund

You may be eligible for a full or partial refund in the following situations:

• Service not delivered: If we are unable to attend or complete the job due to an error on our part or unforeseen circumstances.
• Service cancellation: If you cancel a booking in accordance with our cancellation policy (see section 3).
• Unsatisfactory service: If the service delivered was incomplete or not as described, and verified by our support team.
• Duplicate payment: If you were charged more than once for the same service.

Refunds will not be issued in the following cases:

• You provided incorrect or incomplete information when booking.
• You were not present or available at the agreed location/time.
• The issue was out of our control (e.g. inaccessible vehicles, unsafe working conditions, or vehicle problems not declared, etc.)

3. Cancellations

• Free cancellation is available up to 24 hours before the scheduled arrival time.
• If you cancel within 1 hour of the service time, or after the technician has been dispatched, a call-out fee may be deducted from your refund.
• If a technician arrives on-site and cannot carry out the job due to reasons outside our control, a call-out fee will still apply.

4. How to Request a Refund

To request a refund, please contact us at:

• Email: support@towdapp.com
• Phone: 0333 339 37 36

Please include: Your full name, booking reference, date/time of service, and reason for the refund request.

Refund requests must be submitted within 7 days of the service date.

5. Refund Processing

If approved, refunds will be processed to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

6. Contact Us

If you have any questions about this policy or your specific case, please get in touch:

• Email: support@towdapp.com
• Phone: 0333 339 37 36
• Website: Contact Page