Service and Cancellation Policy
Effective
The short version
What happens when a job is cancelled, cannot be started, or cannot be finished. You see the price before you confirm and nothing extra is charged without your approval. RoadResQ can decline work that is unsafe, outside what it does, or that needs a part you have supplied that is wrong for the vehicle. This policy is also clear about what the work does not mean: a jump start does not repair or replace a battery, and no job performed is a statement about the rest of the vehicle.
A summary, not a replacement. The full text below is the version that applies.
Before anything is charged#
The price for the service is shown before you confirm, and a copy is frozen onto your request at that moment. Later price changes do not reach back into a job already requested.
Extra work found on site is quoted to you and waits for your decision. Nothing you have not been shown gets added.
If you cancel#
While cancellation is available for your ResQ, you can cancel it from your tracking page, and the reason is recorded.
What is reasonable depends on how far the job had got:
- Not yet accepted. Nothing has happened. Cancel freely.
- Accepted, nobody travelling yet. Tell RoadResQ as soon as you know.
- Someone is on the way. Travel has already happened.
- Work has started. Part of the job is done.
RoadResQ does not publish a cancellation fee schedule, and this page is not going to invent one. If travel or work has already happened, the owner will talk to you about it directly.
If RoadResQ cancels#
RoadResQ can cancel a request. The reasons that actually come up:
- The job cannot be done safely where the vehicle is.
- Nobody can reach you in a reasonable time.
- What you need is not something RoadResQ does.
- You cannot be reached.
- The request looks fraudulent or abusive.
You are told which one, and it is recorded on the ResQ.
If you are not there#
RoadResQ calls the number on the request. How long a responder can wait depends on where the vehicle is and what is happening — standing beside a highway shoulder is not the same as waiting in a driveway.
If you cannot be reached, the ResQ is closed as unable to complete with the reason recorded. If you were nearby and it was a misunderstanding, say so — that gets sorted out by talking, not by policy.
Unsafe conditions#
RoadResQ can decline to start, or stop partway, when the situation is not safe to work in:
- Live traffic with nowhere safe to stand or work.
- The vehicle on a slope, on soft ground, or anywhere a jack will not hold.
- Fuel smell, visible leak, smoke or heat.
- Severe weather, ice, or no visibility.
- Anyone on scene behaving threateningly or under the influence in a way that makes the work unsafe.
- A vehicle whose condition makes the specific job unsafe — a corroded jack point, a battery that has swollen or is leaking.
Work RoadResQ does not do#
RoadResQ performs the services listed on the site and nothing else. If what you need is a tow, a lockout, a fuel delivery, or a repair that belongs in a shop, RoadResQ will tell you that instead of attempting it.
Being told "this is not something we do" early is not RoadResQ giving up on you. It is better than a wasted call-out.
When a job cannot be finished#
Some jobs stop partway for reasons nobody could see in advance:
- The spare turns out to be flat, damaged, or the wrong size.
- The battery you supplied is the wrong group size or the wrong terminal layout.
- A lug nut is rounded or seized beyond what can be removed without damaging the wheel or the hub.
- The oil filter supplied is not the right one for the engine.
- The vehicle starts on a jump and then reveals a fault that is not a battery problem at all.
The ResQ is closed as unable to complete, with the actual reason recorded rather than a vague one. What is owed in that situation depends on what was genuinely done, and the owner discusses it with you directly.
Items you supply#
Some services need you to have the part. The service page says which, before you confirm, and the price does not include it.
Your side of it: supply the correct item for your vehicle, in usable condition.
RoadResQ's side of it:
- RoadResQ may decline to fit an item that appears incompatible with the vehicle, unsafe, damaged, or otherwise unsuitable — and will tell you what looked wrong with it.
- RoadResQ does not manufacture, sell, or independently warrant a product you supplied. If the battery you bought fails in a month, that is a conversation with whoever sold it to you.
What the work does and does not mean#
No warranty on the work has been published. If that changes, it will appear here as a new version of this policy — not as a claim made somewhere else on the site.
What each job does mean:
- A jump start gets the engine running now. It does not repair the battery, does not replace it, and does not fix whatever drained it. The vehicle may not start again the next time. Drive it somewhere the battery and charging system can be tested.
- A battery installation replaces the battery you supplied. It does not diagnose why the old one died — a failing alternator or a parasitic drain will kill the new one too.
- A spare fitted is a spare. Temporary spares carry speed and distance limits set by their manufacturer, printed on the tyre. Get the original repaired or replaced.
- An oil change is an oil change. It is not an inspection.
None of this work is an inspection, and none of it is a statement that the rest of the vehicle is sound or safe to drive.
Rescheduling#
If a scheduled job needs to move, contact RoadResQ. Whether a new time is available depends on what else is booked — RoadResQ is not going to promise a slot it may not have.
Raising a problem#
If the work was not right, say so. Contact details are at the foot of this page.
When this policy changes#
Changes are published as a new version with its own date, and the old version stays readable. The version that applied to your ResQ is the version that was current when you requested it.