Refund Policy
Effective Date: 1 February 2026
This Refund Policy applies to Roadway Assist Ltd, a company registered in England and Wales (Company Number: 16988542).
This policy explains when refunds may be issued, when refunds do not apply, and how refund requests are assessed.
Roadway Assist provides 24/7 emergency roadside assistance services including mobile tyre replacement, breakdown recovery, battery jump start, fuel delivery, and vehicle support across the United Kingdom.
1. General Principles
Roadside assistance involves real-time dispatch, technician allocation, travel, and coordination costs.
Refunds are not automatic and are assessed based on:
The stage of the booking
Whether a technician has been allocated or dispatched
Operational costs incurred
The accuracy of information provided by the customer
All refund decisions are made at the sole discretion of Roadway Assist Ltd, in accordance with this policy and applicable UK law.
2. Refunds Before Dispatch
If a booking is cancelled before a technician has been dispatched, Roadway Assist may, at its sole discretion, issue a partial or full refund.
Administrative, allocation, and processing costs already incurred may be deducted.
A booking is considered “in dispatch” once a technician has been allocated or travel has commenced.
3. Refunds After Dispatch
Once a technician has been dispatched, refunds are generally not available.
Operational costs include, but are not limited to:
Technician allocation
Travel time
Fuel and mileage
Administrative coordination
Call handling and booking management
If a technician has travelled, arrived on site, or incurred service-related costs, the deposit or payment made may be retained and applied toward call-out or cancellation charges.
If work has begun, the full quoted amount may be payable.
4. Service Not Delivered Due to Company Limitation
If Roadway Assist is unable to provide service due solely to technician unavailability and no suitable alternative can be arranged, a refund of amounts paid directly to Roadway Assist may be issued.
Refunds are limited strictly to the amount paid to Roadway Assist.
Roadway Assist is not liable for:
Indirect losses
Missed appointments
Recovery delays
Alternative arrangements made independently by the customer
5. Incorrect or Incomplete Information
Refunds will not be granted where service cannot be completed due to inaccurate, incomplete, or misleading information provided at booking.
This includes, but is not limited to:
Incorrect location details
Undisclosed vehicle faults
Missing locking wheel key
Incorrect tyre size
Restricted access conditions
Misrepresented vehicle condition
If job scope differs materially from what was described, revised pricing may apply before work proceeds.
6. Pre-Existing Vehicle Condition
Roadway Assist and dispatched technicians are not responsible for service limitations or outcomes affected by:
Pre-existing mechanical faults
Electrical weaknesses
Corrosion or seized components
Prior damage
Manufacturer design issues
Emergency roadside procedures (including jump starts, tyre removal, fuel drainage, or recovery operations) carry inherent risks depending on vehicle condition.
Refunds will not be issued where service limitations arise from such conditions.
7. No-Shows & Customer Unavailability
If a customer is unreachable, absent, or fails to cooperate at the agreed location, the booking may be closed as a no-show.
In such cases:
Deposits are non-refundable
Applicable dispatch or call-out charges may apply
8. Refund Processing
Approved refunds will be processed using the original payment method where possible.
Refund processing times typically range between 3–7 business days but may vary depending on the payment provider.
Roadway Assist is not responsible for delays caused by banks or third-party payment processors.
9. Chargebacks & Payment Disputes
Customers are strongly encouraged to contact Roadway Assist before initiating any chargeback or payment dispute.
Unauthorized chargebacks or payment reversals may be formally contested using:
Dispatch confirmations
Technician reports
GPS logs
Call recordings
Payment confirmations
Job completion records
Abusive or fraudulent chargebacks may result in refusal of future services and recovery action where appropriate.
10. Exceptional Circumstances
In exceptional situations outside the customer’s reasonable control, Roadway Assist may review refund requests on a case-by-case basis.
Any goodwill refund issued does not set a precedent for future cases.
11. Consumer Rights
Nothing in this Refund Policy affects your statutory rights under applicable UK consumer protection laws.
12. Contact
For refund queries or review requests, please contact Roadway Assist using the contact details provided on our website.