Effective Date: June 2026
ResQ is a digital platform that facilitates the request, coordination, and payment of towing, roadside assistance, recovery, and related services provided by participating service providers and vendors.
By using the ResQ platform, users acknowledge and agree to the terms of this Refund & Cancellation Policy.
1. CANCELLATION OF SERVICE REQUESTS
Users may cancel a service request before a service provider has accepted or been dispatched to the request.
Where a service request is cancelled before provider acceptance or dispatch, any applicable charges may be refunded in accordance with this policy.
2. CANCELLATION AFTER DISPATCH
Once a service provider has accepted a request and has been dispatched, cancellation fees may apply.
Where a service provider has commenced travel to the service location, arrived on-site, or otherwise incurred costs in connection with the request, the user may be charged all or part of the applicable service fee and/or platform fee.
Any cancellation charges will be determined by the applicable service provider or vendor and communicated to the user where appropriate.
3. COMPLETED SERVICES
Charges relating to services that have been completed are generally non-refundable.
Any concerns regarding service quality, service delivery, billing, or fulfilment should be reported directly to the relevant service provider or vendor.
4. PAYMENT DISPUTES AND REFUNDS
ResQ acts as a platform and payment facilitator for services provided by participating service providers and vendors. ResQ does not directly provide the towing, roadside assistance, recovery, or related services requested through the platform.
Payment disputes relating to the quality, completion, pricing, cancellation, or fulfilment of a service should generally be raised directly with the relevant service provider or vendor.
Refunds relating to services provided through the platform are generally reviewed and instructed by the relevant service provider or vendor. Where a refund is approved by the service provider or vendor, ResQ may assist with processing the refund through the original payment method, where possible and subject to payment provider requirements.
ResQ may independently review and process refunds where the issue relates to:
- A duplicate charge;
- A payment processing error;
- A technical platform issue;
- Fraudulent activity; or
- Another matter that is within ResQ’s control.
5. PLATFORM FEES
Platform fees charged by ResQ for facilitating and coordinating service requests are generally non-refundable once a service provider has accepted or been dispatched to a request.
However, ResQ reserves the right to issue a refund or adjustment at its sole discretion where exceptional circumstances exist or where a platform-related error has occurred.
6. PAYMENT ERRORS
If a user believes they have been charged incorrectly, they should contact ResQ as soon as possible and provide details of the transaction.
ResQ will investigate reported payment issues and work with the relevant service provider, vendor, and payment processor, as applicable, to determine whether a refund or adjustment is appropriate.
7. REFUND PROCESSING
Approved refunds will generally be processed to the original payment method used for the transaction.
The time required for refunded funds to appear in the user’s account may vary depending on the payment processor, card issuer, or financial institution.
8. CHANGES TO THIS POLICY
ResQ reserves the right to amend or update this Refund & Cancellation Policy at any time. Any updates will be posted on the ResQ website and will become effective upon publication.
9. CONTACT US
If you have questions regarding this Refund & Cancellation Policy, please contact:
ResQ App Admin
Email: admin@theresqapp.com
Website: www.theresqapp.com
