Cancelling a Request
Cancel from your tracking page or by calling dispatch with your P.O.# reference.
- 1Open your tracking pageUse the link we sent you, or enter your P.O.# code on the Track page.
- 2Tap Cancel RequestCancellation is immediate while the job is still in the queue.
- 3Or call dispatchIf a driver is already en route, call us so we can stand the unit down safely.
Cancellation Windows and Fees
| Job stage | Fee | Notes |
|---|---|---|
| In queue, no driver assigned | No charge | Cancel any time from the tracking page |
| Driver assigned, not yet moving | No charge | Cancel promptly so we can release the unit |
| Driver en route | Call-out fee may apply | Reflects time, fuel and unit commitment |
| Driver on scene | Call-out fee applies | Work already started is billable |
| Service started (hook-up, winch, boost) | Full service charge | Work performed is billable |
| Scheduled job cancelled 2+ hours ahead | No charge | Reschedule free of charge |
| Scheduled job cancelled under 2 hours | Call-out fee may apply | Depends on whether a unit was committed |
When cancellation fees apply
- Job stage
- In queue, no driver assigned
- Fee
- No charge
- Notes
- Cancel any time from the tracking page
- Job stage
- Driver assigned, not yet moving
- Fee
- No charge
- Notes
- Cancel promptly so we can release the unit
- Job stage
- Driver en route
- Fee
- Call-out fee may apply
- Notes
- Reflects time, fuel and unit commitment
- Job stage
- Driver on scene
- Fee
- Call-out fee applies
- Notes
- Work already started is billable
- Job stage
- Service started (hook-up, winch, boost)
- Fee
- Full service charge
- Notes
- Work performed is billable
- Job stage
- Scheduled job cancelled 2+ hours ahead
- Fee
- No charge
- Notes
- Reschedule free of charge
- Job stage
- Scheduled job cancelled under 2 hours
- Fee
- Call-out fee may apply
- Notes
- Depends on whether a unit was committed
No-Show Policy
- Drivers wait a reasonable period on scene and attempt to reach you by phone.
- If we cannot reach you, the job may be closed as a no-show and a call-out fee may apply.
- Repeated no-shows may result in a requirement to prepay or in account suspension.
- Stay reachable by phone while your job is active — that is the fastest way to avoid a no-show charge.
Refunds
- Approved refunds are returned to the original payment method.
- Refunds are normally issued within 5 to 10 business days once approved.
- Duplicate charges and billing errors are refunded in full.
- Partial refunds may be issued when only part of the requested service was delivered.
Disputes and Billing Questions
Contact support@truenorthroadside.ca with your P.O.# reference, the invoice amount and a short description. We acknowledge billing disputes within 1 business day and aim to resolve them within 10 business days.
Commercial Accounts
Fleet and commercial accounts may have negotiated cancellation windows, per-unit rates and invoicing terms that override this policy. See the Commercial and Fleet Terms.
Draft notice. This document is published as a working draft prepared by the TrueNorth operations team. It describes how the service actually runs today, but the final wording still requires review by qualified legal counsel before it is relied on as a binding agreement.
Document Information
- Written and maintained by
- TrueNorth Roadside Rescue Operations and Privacy Team
- Last reviewed
- August 8, 2026
- Last updated
- August 8, 2026
- Effective date
- August 8, 2026
- Version
- 1.0
What changed
- First published version of the Cancellation and Refund Policy.
Questions about this document?
Contact TrueNorth Roadside Rescue with questions about your account, personal information, service request, payment, cancellation, or this document. Include your P.O.# job reference when your question is about a specific service request.
General Support
support@truenorthroadside.ca+16476322991Replies within 1 business day. Not an emergency line.
Commercial and Fleet Support
fleet@truenorthroadside.caAccount, billing and scheduled fleet transport enquiries.
Mailing address: TrueNorth Roadside Rescue, Greater Toronto Area, Ontario, Canada. This support channel is not an emergency service — call 911 first if anyone is hurt or in danger.