You can cancel any TowMate booking. What you'll be charged (if anything) depends on how far the job has progressed. We keep the rules simple so there are no surprises.
Before a driver accepts
Free of charge. Your card is only charged when you approve the quote — if we haven't dispatched anyone yet, you get a full refund automatically.
After a driver accepts, before they arrive
A £15 cancellation fee applies to cover the driver's travel and time. The remainder of your payment is refunded.
After the driver arrives
The full callout fee applies (£80 for a 3.5t vehicle, £100 for 7.5t, or the accident equivalent). Any mileage or surcharges you haven't used are refunded.
No-shows
If we can't reach you or you're not at the pickup location within 15 minutes of your driver arriving, the job is treated as a no-show and the full callout fee applies.
If we cancel
If we can't dispatch a partner within a reasonable time, or the driver has to abandon the job, you're refunded in full — no fee.
How to cancel
Open the live tracking screen for your job and tap Cancel booking. Refunds land back on the original card within 5–10 working days.
Refund window
If something goes wrong on a job, you have 24 hours from job completion to raise it with us. Contact support@towmate.co.uk and we'll investigate. Wherever possible we'll put the issue right first — for example, sending a partner back out, correcting a mileage overcharge, or waiving a surcharge that shouldn't have applied.
A refund is issued if we can't resolve the issue by fixing it. After the 24-hour window we can't guarantee a refund, but we'll still review any concern you raise within 14 days.
Disputes
If you disagree with a fee after the 24-hour window, contact support@towmate.co.uk within 14 days and we'll review it in good faith.