Refund Policy

We quote every job up front so there are no surprises. If something goes wrong, here's how cancellations and refunds work. This policy is part of our Terms of Service.

Cancelling a call

• Before a truck is dispatched: no charge.
• After dispatch, before arrival: no charge if you cancel within 10 minutes of dispatch. After that, a cancellation fee may apply to cover the driver's time and fuel; dispatch will tell you the amount when you call to cancel.
• Vehicle gone or you're not there ("gone on arrival"): a trip fee applies if we can't reach you after arriving at the location you gave us.

If we don't complete the service

• If a jump start, lockout, or tire change can't be completed because of our equipment or error, you won't be charged for that service.
• If a roadside service doesn't fix the problem and you need a tow on the same call, the roadside charge is credited toward the tow.

Late arrival

If we arrive more than 30 minutes later than the ETA we gave you, without having updated you, you may request a 15% credit on that service.

Overcharges

If you were charged more than your approved quote without your agreement, we refund the difference.

Damage

Damage we cause is handled through our damage-claim process: repair, reimbursement, or a claim with our insurer. See our Terms of Service.

Scheduled and long-distance transport

• Cancel 24 hours or more before the scheduled pickup: full refund of any deposit.
• Cancel less than 24 hours before: the deposit may be kept to cover scheduling costs.
• If we can't make a confirmed pickup date, you may reschedule or receive a full refund.

Not refundable

• Completed services performed as quoted and approved.
• Fuel delivered, which is billed at cost.
• Tolls and storage charges at third-party facilities.

How to request a refund

Email support@911roadservice.us or call (561) 798-4126 with your name, date of service, receipt number, and reason. We acknowledge within one business day and send a written decision within 10 business days.

Timing

Approved refunds go back to the original payment method within 10 business days. Card refunds may take 5–7 additional business days to appear.

Disputes

If you disagree with our decision, ask for a review by the owner. Unresolved disputes follow the mediation process in our Terms of Service.