Refund Policy
This Refund Policy outlines the terms and conditions regarding charges and refunds for the services provided by Roademand ("we," "us," "our").
By using the Roademand platform ("Platform") to request roadside assistance services, you ("User," "you," "your") acknowledge that you have read, understand, and agree to this Refund Policy.
1. Understanding Our Fee Structure
It is important to understand the nature of the charges on our platform:
Roademand Dispatch Fee: This is a non-refundable fee charged by Roademand for the use of our technology platform. This fee covers the cost of connecting you with a vetted Service Provider, facilitating communication, providing real-time tracking, and processing the transaction.
Service Provider Charges: The independent third-party Service Provider who performs the actual roadside assistance (e.g., towing, jump-start, tire change) charges separately for their labor, equipment, and time. Roademand acts as a payment collection agent on behalf of the Service Provider, and these funds are remitted to them, minus our Dispatch Fee.
2. Refund Eligibility
A. Dispatch Fee:
The Roademand Dispatch Fee is for the use of our platform and dispatch service. This fee is not refundable once our system has successfully dispatched a Service Provider to your location. The act of dispatching a provider, who then travels to assist you, constitutes the rendering of our service, regardless of the ultimate outcome of the roadside assistance attempt.
B. Service Provider Charges:
Payment for the actual roadside service is made directly to the Service Provider through our Platform. Eligibility for a refund or partial refund of the service charges is solely at the discretion of the independent Service Provider based on their own policies and the circumstances of the service call.
Roademand is not liable for the services rendered by independent Service Providers and cannot issue refunds for their charges without their explicit authorization.
3. Scenarios and Outcomes
ScenarioOutcome & Refund EligibilityService Successfully RenderedThe Roademand Dispatch Fee and the Service Provider's charges are final and not refundable.You Cancel the RequestBefore Dispatch: If you cancel your request before our system assigns a Service Provider, any pre-authorization on your payment method will be released. No charges will be applied.
After Dispatch: If you cancel after a Service Provider has been dispatched, the non-refundable Roademand Dispatch Fee will be charged. The Service Provider may also charge a cancellation fee at their discretion.Service Provider is Unable to HelpIf a Service Provider arrives on site but is unable to resolve the issue (e.g., a vehicle is stuck in a location inaccessible to a tow truck, a complex mechanical failure), the Roademand Dispatch Fee is still charged for the dispatch service. The Service Provider may choose to charge a reduced "call-out" fee or no fee at all for their time, which is their decision.Duplicate Request or ErrorIf a request was made in error (e.g., wrong location, duplicate request), you must contact us immediately. If we can cancel the dispatch before a Service Provider is assigned, no fees will be charged.
4. How to Request a Review
If you believe a charge has been applied in error, or if you wish to dispute a charge from a Service Provider, you must contact us to initiate a review.
Please contact our support team at support@roademand.com within 7 days of the transaction date. Please include your full name, the date and time of the service, and a detailed explanation of your reason for the refund request.
We will review the request and the GPS/log data from the service call. We will then facilitate communication with the Service Provider regarding their portion of the charges. Please note that we cannot guarantee a refund will be issued.
5. Contact Us
For any questions regarding this Refund Policy or to dispute a charge, please contact us at:
Email: support@roademand.com