Refund Policy for Operators (Drivers)

1. Scope

This Refund Policy applies to all registered recovery operators ("Operators") using TowMyCar.uk and governs refund requests relating to commission fees deducted after a job has been accepted.

This Policy forms part of the TowMyCar Terms & Conditions.

2. Job Acceptance & Commission Deduction

When a customer selects you for a recovery job and you accept the job through the TowMyCar system, the agreed commission is deducted immediately from your account.

By accepting a job, you confirm that:

• You have reviewed all job details carefully
• You have communicated with the customer through TowMyCar messaging before acceptance
• The job is suitable for you to complete

3. Refund Eligibility

You may request a refund of the deducted commission if:

• The job is cancelled after you have accepted it
• You submit your refund request within 7 days from the date of job acceptance
• The job activity, communication, and cancellation details are recorded within TowMyCar systems

Refund requests made after 7 days will not be considered.

4. Evidence & Review Process

All refund requests are reviewed internally by TowMyCar.

The decision will be based strictly on:

• Job records stored on the TowMyCar website
• Messaging history within the TowMyCar system
• Job status updates and timestamps
• System activity related to the specific booking

We do not accept external screenshots or evidence from private conversations as proof of cancellation circumstances.

Although you may notify us of a refund request via email or WhatsApp, the decision will be made solely based on the data recorded in the TowMyCar system.

5. Refund Method

If your refund request is approved:

• The refunded amount will be credited as virtual balance to your TowMyCar account
• Refunds will NOT be transferred back to your bank account
• Virtual balance can only be used within TowMyCar for future commission payments or service fees
• Virtual balance has no cash value outside TowMyCar

6. Non-Compliance

Refund requests may be rejected if:

• Communication regarding the job was moved outside TowMyCar before acceptance
• You failed to follow TowMyCar procedures
• The cancellation occurred due to operator fault
• Insufficient job-related evidence is available within the system

Failure to follow these rules may result in loss of refund eligibility.

7. Final Decision

All refund decisions made by TowMyCar are final.

Customer Booking & Cancellation Policy

1. Accurate Job Information

When submitting a job request through TowMyCar, you must provide accurate and complete information about the vehicle and recovery requirements.

This includes, but is not limited to:

• Whether the vehicle is rolling
• Whether the vehicle starts
• If the steering is locked
• If the vehicle has keys
• If the vehicle is accessible
• Any known mechanical or accident damage

If you confirm that:

• The vehicle is rolling — it must be physically able to roll.
• The vehicle starts — it must be able to start and move under its own power.

Providing incorrect, misleading, or incomplete information may result in:

• Immediate cancellation of the job
• A price adjustment based on actual conditions
• Delay in service
• Loss of refund eligibility

2. Deposits Between Customer and Driver

In some cases, the assigned recovery operator (driver) may request a deposit directly from you.

Please note:

• TowMyCar does not collect or control deposits taken directly by drivers
• Any deposit agreement is strictly between you and the driver
• TowMyCar is not responsible for deposit disputes, refunds, or claims between customers and operators
• If incorrect information was provided and this affects the job, the driver may hold the deposit or adjust the job price accordingly

3. Customer Cancellation Policy

You may cancel your booking within 24 hours of confirmation.

If you cancel within 24 hours:

• You may be eligible for a refund (subject to review)

If you cancel after 24 hours:

• You may not be entitled to a refund
• Any deposit paid directly to the driver may be held
• Refund eligibility will be assessed based on job status and preparation work already completed

4. Job Price Adjustments

If the actual vehicle condition differs from the details provided in your request:

• The job price may be increased to reflect the correct recovery requirements
• The operator has the right to decline the job if conditions are unsafe or significantly different from the description

5. Final Decision

TowMyCar reserves the right to review booking data, communication records, and job details before determining refund eligibility.

All decisions made by TowMyCar regarding cancellations and refunds are final.