1. Scope

This Refund Policy explains when Rescue Point Roadside Inc (“Company,” “we,” “us,” or “our”) issues refunds for towing, roadside assistance, recovery, transport, and storage services. It forms part of our Terms and Conditions, and capitalized terms have the meaning given there. Where this Policy and the Terms and Conditions conflict on the subject of refunds, this Policy controls.

2. Our Principle

Where a failure in the service is attributable to us, you receive a refund. Where the reason for the request is attributable to you, to a third party, or to circumstances beyond anyone’s control, no refund is due. Every request is reviewed on its own facts against this principle, using the job record, the dispatch and call recordings, and the photographic documentation taken at the scene.

Nothing in this Policy limits any right to a refund that you have under applicable consumer protection law.

3. When a Refund Is Issued

You are entitled to a full or partial refund where:

• You were charged for a service that was never performed.
• We cancelled the job, failed to arrive, or were unable to complete the work for reasons within our control, and you had already paid.
• The wrong service or wrong equipment was dispatched because of our error, and the job could not be completed as a result.
• You were charged more than the price quoted and accepted, and the difference was not caused by conditions found at the scene and disclosed to you before the additional work.
• You were charged twice for the same job, or a billing or processing error occurred.
• The service was performed so defectively, through our fault, that it delivered no value to you.
• A refund is required by applicable law.

4. When a Refund Is Not Issued

No refund is due where:

• The service was performed as agreed, even if the outcome was not what you hoped — for example, a jump start or roadside repair that does not resolve an underlying mechanical or battery fault, or a tow that reveals further problems with the vehicle.
• You cancelled after a Service Provider was dispatched, or the job became a gone-on-arrival, and a cancellation or GOA charge disclosed to you before dispatch was applied.
• You gave inaccurate or incomplete information about the vehicle, its location, its condition, or its accessibility, and this caused the additional cost, the delay, or the failure of the job.
• No authorized person was present or reachable, keys were unavailable, or access to the vehicle was blocked.
• You refused the service on arrival, used another provider, or declined a revised price disclosed before additional work.
• The scene was unsafe, our personnel were obstructed, threatened, or abused, or the job was abandoned because of undisclosed hazardous, unlawful, or oversized cargo.
• Storage charges have accrued on a vehicle held in our custody, or the charges relate to a tow directed by law enforcement or a property owner and are set by law or by a filed or posted rate schedule.
• The delay or failure was caused by a force majeure event as described in our Terms and Conditions, such as severe weather, road closures, civil unrest, or government action.
• You are seeking compensation for damage to a vehicle or for other loss. That is a claim, not a refund; see Section 8.

5. Partial Refunds and Adjustments

Where only part of a job was affected, we adjust only the affected part. For example, if a second service on the same call was billed but not performed, we refund that line item and retain the charge for the work completed. We may also issue a goodwill credit toward a future service where a refund is not strictly due but the service fell short of our standard. A goodwill credit is discretionary, is not an admission of liability, and does not create an entitlement in any future case.

6. How to Request a Refund

Submit your request within fifteen (15) days of the date of service. Requests made after that period may be declined, because dispatch records, recordings, and scene photographs may no longer be available to review.

Email billing@emergencyservice24h.com or call (888)412-2524 and provide:

• The date, time, and location of the service.
• The name and telephone number given when the service was requested.
• The vehicle year, make, model, and license plate.
• The invoice or receipt number and the amount charged.
• A description of what went wrong and the outcome you are seeking, with any photographs or documents that support it.

7. How We Review and Decide

We acknowledge refund requests within three (3) business days and give you a decision within ten (10) business days of receiving all the information we need. Complex matters, or matters involving an insurer, motor club, or independent contractor, may take longer, and we will keep you informed. We review the dispatch record, the call recordings, the invoice, and the photographic documentation of the vehicle.

If we decline your request, we will tell you why. You may ask us to reconsider by replying with additional information within fourteen (14) days, and the request will be reviewed by a manager who was not involved in the original decision.

8. Damage Claims Are Not Refunds

A request for compensation for damage to a vehicle or property is handled as a claim under the Damage Claims section of our Terms and Conditions, not under this Policy. As stated there, damage must be reported before the Service Provider leaves the delivery location, and a claim is opened by calling (888)412-2524 or writing to claims@emergencyservice24h.com. A claim may be resolved by repair, by settlement, or through our insurer, and a refund of the Service Fee is not the standard remedy for a damage claim.

9. How Refunds Are Paid

Approved refunds are issued to the original payment method. Card refunds are normally submitted within five (5) business days of approval and typically appear on your statement within five to ten business days after that, depending on your bank or card issuer, over which we have no control. Where the original payment was made in cash or by a method that cannot be reversed, we issue the refund by check or bank transfer, which may take longer. Refunds are issued in US dollars to the payer of record, and we do not refund to a third party without the payer’s written authorization.

10. Chargebacks

If you believe you have been charged in error, contact us first — most issues are resolved faster directly than through your bank. If you initiate a chargeback, we will respond to your card issuer with the job record, the recorded authorization of the quote, the invoice, and the photographic documentation of the vehicle and the completed work. Filing a chargeback for a service you authorized and received, while the matter is under review with us, may result in suspension of service and referral of the outstanding balance for collection to the extent permitted by law.

11. Changes to This Policy

We may update this Policy by posting a revised version to https://standard.towing24h.com with a new effective date. The version in effect on the date of your service governs that job.

12. Contact Us

Rescue Point Roadside Inc

Attention: James Zamora, Operations Manager

Billing and refunds: billing@emergencyservice24h.com   |   Claims: claims@emergencyservice24h.com

Telephone (24/7): (888)412-2524

Website: https://standard.towing24h.com