Refund Policy

This Refund Policy explains when refunds, credits, or cancellations apply to towing, recovery, and roadside assistance services booked through City Vogue Pvt Ltd. (“TowiGO”). It forms part of our Terms & Conditions and should be read together with our Privacy Policy.

TowiGO is a technology platform that connects customers with independent towing and recovery partners (“Partners”). Except where TowiGO expressly acts as the service provider, on-ground towing is performed by Partners. Refund eligibility depends on the circumstances of the booking, payment method, and whether the issue is attributable to TowiGO, a Partner, or the customer.

Unless expressly stated in this Policy, at checkout, or required under applicable law (including the Consumer Protection Act, 2019, where applicable), payments made for completed or partially completed services are generally non-refundable. Approved refunds or credits are issued only after verification by our support team.

Applicable fares, token amounts, cancellation fees, waiting charges, and surcharges are displayed in the app or website before or at the time of booking confirmation, and may vary by location, vehicle type, distance, time of day, and partner availability.

Free cancellation: You may cancel before a Partner is dispatched or assigned without charge, subject to the in-app cancellation window and booking status shown at the time of cancellation.

Cancellation fee: If you cancel after a Partner has been assigned, is en route, or has reached the pickup location, a cancellation or convenience fee may apply as displayed in the app for your booking (typically between INR 250 and INR 2,500, depending on distance travelled, equipment mobilised, or waiting time incurred). Such fees are generally non-refundable.

Advance / token payments: Token or minimum booking amounts collected to confirm a tow may be adjusted against the final fare. If no Partner is assigned within a reasonable time and the booking is cancelled by the platform or by you before service commencement, the token may be refunded or credited as disclosed at checkout.

Partner no-show or platform cancellation: If a Partner does not arrive within the committed or reasonably expected window and the service is cancelled by TowiGO without service being rendered, amounts paid for that booking (excluding any third-party costs already incurred with your consent) may be refunded or credited after verification.

Billing errors: Duplicate charges, incorrect fare debits, or technical payment failures attributable to TowiGO or its payment gateway may be refunded after investigation.

The following situations are common in towing and recovery services. Refund or credit eligibility depends on verification, booking records, GPS/trip logs, and applicable law:

• Wrong equipment dispatched: If the wrong tow type or vehicle category was dispatched and the service could not be performed safely, you may be eligible for a refund or re-dispatch without duplicate charges, subject to review.
• Service not started: If a Partner arrives but towing cannot commence due to incorrect vehicle details, lack of authority to tow, police/RTO hold, hazardous cargo, or prohibited items disclosed only at site, charges may not be refundable where mobilisation or waiting costs were incurred because of inaccurate or incomplete information provided by the customer.
• Inaccessible locations: If pickup or drop locations are inaccessible due to road closure, legal restriction, or safety concerns beyond the Partner's control, partial charges for mobilisation or waiting may apply as disclosed in the app.
• Partial completion: If towing was started but not completed due to factors attributable to TowiGO or the Partner, a partial refund or credit may be considered. If incomplete service results from customer-side restrictions, undisclosed vehicle condition, or refusal of necessary clearance, refunds may be declined.
• Waiting charges: Waiting fees arising from customer delay (e.g. delayed key handover, document preparation, or dispute at site) are generally non-refundable. Waiting fees arising from Partner delay or cancellation may be waived or refunded on a case-by-case basis.
• Third-party costs: Police clearance, RTO fees, tolls, parking, crane mobilisation beyond the quoted scope, fuel, spare parts, or duplicate keys arranged at your request are typically pass-through costs and non-refundable once incurred.
• Vehicle damage claims: Alleged damage during towing is handled as a service-quality or insurance matter and is not automatically treated as a fare refund. See our Disclaimer and Terms & Conditions.

Subscription fees are generally payable in advance. Once a plan is activated, fees are non-refundable except where required by law or expressly stated in plan-specific terms.

Plans purchased but not yet activated may be eligible for a refund review within seven (7) working days, subject to verification and payment gateway timelines.

Cooling-off periods, incident caps, included kilometres, and service inclusions are disclosed at purchase and govern eligibility for plan benefits and any adjustment or credit.

Subject to verification, refunds or platform credits may be approved when:

• A confirmed Partner no-show or duplicate charge is established;
• A technical or billing error by TowiGO or its payment processor is confirmed;
• A service could not be completed due to factors primarily attributable to TowiGO or its assigned Partner;
• A token or advance payment was collected but no service was rendered and cancellation occurred before commencement;
• A subscription plan was purchased but not activated within the review window stated above;
• Refund is mandated under applicable consumer protection or other law.

Refunds are generally not provided when:

• Incorrect pickup location, drop location, or vehicle details were provided by you;
• You were not present, did not hand over keys, or refused reasonable cooperation at pickup;
• Service was refused or stopped due to safety, legal, insurance, or policy violations;
• Delays or failure were caused by force majeure, traffic, weather, civil disturbance, or events beyond reasonable control;
• Third-party or pass-through costs were incurred at your request or with your approval;
• A valid cancellation fee, waiting charge, night surcharge, or mobilisation fee was correctly applied and disclosed;
• Promotional discounts, referral credits, or wallet bonuses were used — only the net cash amount paid may be refundable where eligible;
• You dispute a legitimate charge in bad faith or without supporting evidence.

If a service could not be completed due to factors attributable to TowiGO or its assigned Partner (e.g., Partner no-show confirmed by support, duplicate charge, or technical billing error), you may request a refund or credit by contacting support within fourteen (14) days of the incident.

To help us investigate, please provide your booking ID, registered mobile number, payment reference, date and time of service, and a brief description of the issue. Supporting photos, location details, or communication records may be requested.

Quality complaints about Partner conduct or vehicle handling should be reported as soon as possible — ideally within twenty-four (24) hours of the incident, in line with our grievance redressal process.

Approved refunds are processed to the original payment method within seven (7) to ten (10) working days. Bank, UPI, card, or wallet processing times may vary and are outside TowiGO's control. Credits may be issued to your TowiGO wallet where available and disclosed at the time of approval.

Cash payments made directly to a Partner, where accepted, are settled between you and the Partner. TowiGO is not responsible for cash refund settlement unless it collected the payment through an authorised in-app or online channel.

An e-invoice or payment receipt may be sent to your registered email after successful payment. Retain your booking ID and payment reference for refund requests.

To request a refund, email support@towigo.in or use our contact form.

Please contact us before initiating a chargeback with your bank or payment provider. We will investigate promptly and work to resolve legitimate disputes. Unfounded or fraudulent chargebacks may result in account suspension and recovery of costs permitted by law.

Nothing in this Policy limits your rights under applicable consumer protection laws or other mandatory statutory remedies available in India.

Concerns about a specific booking, Partner, or refund decision should be reported to customer support as soon as possible:

• Service / billing complaints: within twenty-four (24) hours of the incident where feasible;
• Criminal, harassment, or safety matters: within seventy-two (72) hours where feasible, and to local emergency services (e.g. 112) where immediate danger exists;
• Refund requests: within fourteen (14) days of the relevant booking or payment, unless a longer period is required by law.

Data protection grievances are handled by our Grievance Officer under the Privacy Policy. We aim to acknowledge complaints promptly and resolve them within applicable statutory timelines.

Refund and billing enquiries:

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