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Cancellation & Refund Policy

Last updated: July 2026

1. Payment Authorisation

When you request a service, a payment authorisation (hold) is placed on your card for the estimated service cost. Your card is not charged until the service is successfully completed.

2. Cancellation by Customer

5-Minute Grace Period (Free Cancellation)

You may cancel your service request free of charge within 5 minutes (300 seconds) of a Provider accepting your job. During this grace period, the payment authorisation will be released and no charges will apply.

Cancellation After Grace Period

If you cancel after the 5-minute grace period, cancellation fees will apply based on the Provider's progress:

  • Provider en route (after 5 minutes): A distance-based cancellation fee will apply, calculated based on how far the Provider has already travelled toward your location
  • Service in progress: If the Provider has arrived and the service has begun, the full job amount will be charged

Any remaining authorised amount beyond the cancellation fee will be released back to your card.

3. Cancellation by Provider

If a Provider cancels your job, you will receive a full refund and the job will be automatically re-offered to other available Providers in your area.

4. No-Show

If the customer is not present at the specified location when the Provider arrives, the Provider may mark the job as a no-show. In this case, the full call-out fee will be charged.

5. Goods and Refunds

  • Goods are supplied directly by the Provider, not by RoadNation
  • Refunds for defective or incorrect goods must be pursued directly with the Provider
  • RoadNation is not responsible for goods quality, warranties, or returns
  • Any warranty on goods is strictly between the customer and the Provider

6. Service Issues

If you experience any issues with the labour or service provided, please report it through the platform within 24 hours. We will investigate and may issue a partial or full refund of the labour/call-out fees at our discretion.

7. Refund Processing

Refunds are processed through Stripe and typically appear on your statement within 5–10 business days, depending on your bank.

8. Disputes

If you believe a charge is incorrect, please contact us first before disputing the charge with your bank. We aim to resolve all payment issues promptly and fairly.

9. Contact Us

For refund enquiries, please contact support@roadnation.com with your job reference number.