At TowTruckNow Ltd, we are committed to providing fast, reliable and professional towing and roadside assistance services across Greater Vancouver and the surrounding areas. We aim for fairness and transparency in all our dealings. Because towing and roadside operations involve real-time dispatch, fuel, labour and logistical costs, the following conditions apply to cancellations, refunds and billing.
1. Cancellations Before Dispatch
If you cancel your service request before a tow truck has been dispatched (i.e., no driver has been assigned and no travel has begun), you may cancel at no cost.
Once a driver has been assigned or has begun travel to your location, a dispatch or call-out charge may apply to cover the costs incurred.
2. Service in Progress or Completed
Once our operator has arrived on-site, or performed any service (for example, unlocking a vehicle, jump-starting, towing, recovering or loading), or once the tow is completed, all charges become final and non-refundable. This policy covers the costs for time, fuel, labour and equipment.
3. Delays or Missed Estimated Time of Arrival (ETA)
If we experience a significant delay, and TowTruckNow is unable to arrive in a reasonable time frame, you may cancel the service without penalty, provided the truck has not yet arrived on-site and you communicate the cancellation to us.
4. Billing Errors or Duplicate Charges
We take billing accuracy seriously. If you believe you have been overcharged, charged in error, or charged twice for the same service, please contact our support team within 7 days of the service date. If we verify a billing error or duplicate charge, we will issue a refund promptly to the original payment method.
5. Refund Processing Time
Approved refunds are typically processed within 3–5 business days, depending on your bank or payment provider.
6. Disclosure & Transparency
In compliance with consumer protection principles under the Business Practices and Consumer Protection Act (S.B.C. 2004, c. 2) and related regulations, we commit to:
- Providing you with clear information about our cancellation and refund policy before finalizing the service request;
- Disclosing all charges, call-out fees and potential costs up front;
- Ensuring you have a receipt or invoice showing the breakdown of all charges.
While this Act does not impose a mandatory refund entitlement for all services, it does require clear, honest disclosure of contract terms.
7. Limitation of Liability
Except as required by law, to the extent permitted, our liability is limited to the refund of the service fee paid. We are not responsible for incidental or consequential costs resulting from delays, mis-forecasts, or external factors beyond our control.
8. How to Request a Refund or Cancellation
If you wish to cancel or request a refund (in the event of a billing error), please contact us at:
- Email: towtrucknowservices@gmail.com
- Phone: (778) 374-7115
- Please provide your service date, invoice number (if available), vehicle location/address, and a summary of your request. We’ll respond promptly.
9. Changes to this Policy
We reserve the right to amend this policy from time to time. Any changes will be posted to our website with a clear “last updated” date. The version posted at the time of your service request will apply.
