Cancellation, Payment & Refund Policy

This Policy forms part of the Terms of Service & Towing Service Agreement (the “Terms”) between you and CarrierElite, LLC (“CarrierElite”). Capitalized terms not defined here have the meanings given in the Terms.

1. Payment

1.1 When payment is due. Unless otherwise agreed in writing, the confirmed price and any additional charges under Section 5 of the Terms are due upon completion of the Services. Business-account customers are invoiced in accordance with their account agreement.

1.2 Card authorization (“hold”). After the price is confirmed, we may send a secure payment link and place an authorization on your payment card for the confirmed amount. An authorization is not a charge. The card is charged only after the Services are completed, for the final amount due. Authorizations that are not captured are released by us promptly; the time your card issuer takes to remove a released hold from your statement (typically five to ten business days) is outside our control.

1.3 Third-party payers. Where a motor club, insurer or roadside-assistance program pays for the Services, you are responsible for any amount not covered by that program, which will be disclosed to you before it is incurred where practicable.

1.4 Methods. We accept major credit and debit cards and such other methods as dispatch may confirm. We never ask for card numbers by text message, email or through the AI assistant.

2. Cancellation by you

• Before a truck is dispatched: you may cancel at no charge.
• After a truck is dispatched and before it arrives: a cancellation fee of $50 applies, except as provided in Section 3.
• Gone on arrival (“GOA”): if our driver arrives at the location you provided and the Services cannot be performed for reasons within your control — including that the Vehicle is not present, has already been moved or serviced, is inaccessible, or neither you nor an authorized representative is present when required — a GOA fee of $75 applies.
• Motor-club jobs: cancellation and GOA terms of your motor club or roadside program apply where they differ.

3. Late arrival — cancel free of charge

Consistent with Section 6.4 of the Terms, if our driver has not arrived within 30 minutes after the most recent Estimated Arrival Time communicated to you, you may cancel by calling (571) 650-7576 before the driver arrives, without any cancellation fee, and any authorization on your card will be released. This is your sole and exclusive remedy for late arrival.

4. Cancellation by CarrierElite

We may cancel or reschedule a Request as described in Section 3.2 of the Terms. If we cancel, you owe nothing for the cancelled Services and any authorization is released or amount paid is refunded in full.

5. Refunds and billing disputes

5.1 If you believe you were charged in error, notify us in writing at admin@carrierelite.com within thirty (30) days of the charge, stating your reference number and the reason. We will review the job record and respond within ten (10) business days. Approved refunds are issued to the original payment method.

5.2 Services that have been performed are not refundable on the basis of delay, the time of arrival, or dissatisfaction with a Suggested Price that differed from the confirmed price, as provided in Sections 5 and 6 of the Terms.

5.3 Please contact us before initiating a chargeback so that we can resolve the matter directly. We may provide your signed or electronic acceptance of the Terms, job records, photographs and communications to your card issuer in response to any chargeback.

6. Contact

CarrierElite, LLC · admin@carrierelite.com · (571) 650-7576