Cancellation and Refund Policy
Buffalo Towing Services — A Division of MCH Enterprises
Last Updated: July 3, 2026
1. Purpose of This Policy
This Cancellation and Refund Policy explains when a customer may cancel a towing or roadside-assistance request, when a cancellation fee may apply, and how refunds and card authorization releases are handled.
2. Canceling Before Dispatch
A customer may cancel a service request without a cancellation fee when the cancellation is received before a driver has been assigned or dispatched.
Customers should call Buffalo Towing Services immediately at 716-324-1023 to cancel a service request.
Submitting an online request, leaving a voicemail, sending an email, or closing the Stripe payment page does not guarantee that the cancellation was received before dispatch.
3. Cancellation After Dispatch
A cancellation fee of up to $50 may be charged when a customer cancels after a driver has been assigned, dispatched, or has begun traveling toward the pickup or service location.
The cancellation fee helps cover dispatch work, driver time, fuel, mileage, and the loss of availability for other service calls.
4. Cancellation After Arrival
A cancellation fee of up to $50 may be charged when the driver has arrived at or near the service location and the customer cancels, cannot be located, refuses the service, no longer needs assistance, or fails to provide access to the vehicle.
Additional charges may apply when work has already begun or when additional labor, equipment, waiting time, recovery work, mileage, tolls, parking charges, or other expenses have already been incurred.
5. Customer No-Show or Unreachable Customer
A customer may be treated as a no-show when the driver arrives and cannot reach the customer using the phone number provided, cannot locate the vehicle, cannot safely access the vehicle, or cannot begin the requested service because the customer is unavailable.
A cancellation fee of up to $50 may be charged in these circumstances.
6. Incorrect Information
The customer is responsible for providing accurate pickup and drop-off addresses, vehicle information, contact information, service details, and information about the vehicle’s condition.
A cancellation fee may apply when the service cannot be completed because the customer supplied an incorrect address, incorrect vehicle information, an incorrect phone number, or incomplete information that causes unnecessary dispatch or travel.
7. Unsafe, Illegal, or Unavailable Service
Buffalo Towing Services may cancel or refuse a job when the requested service cannot be completed safely or legally, when the vehicle exceeds equipment limitations, when access is unsafe, when weather or road conditions create an unreasonable risk, or when the requested location is outside the company’s authorized or available service area.
When Buffalo Towing Services cancels the service before work begins and the customer is not responsible for the cancellation, the card authorization will normally be released and no cancellation fee will be captured.
8. Card Authorization Holds
Submitting a card through the secure Stripe checkout may place a temporary authorization hold on the customer’s card.
An authorization hold is not always a completed charge. When no payment is owed, Buffalo Towing Services may cancel or release the authorization.
After an authorization is released, the customer’s bank or card issuer controls how quickly the pending amount becomes available again. Buffalo Towing Services cannot guarantee when the bank will remove the pending authorization.
9. Refund Eligibility
A refund may be considered when:
- The customer was charged more than the amount properly due.
- A duplicate payment was processed.
- A payment was captured for a service that Buffalo Towing Services did not provide and no valid cancellation fee or other charge was owed.
- Buffalo Towing Services determines that a billing error occurred.
10. Nonrefundable Charges
Completed towing, roadside assistance, mileage, waiting time, labor, recovery work, tolls, parking fees, special equipment charges, after-hours charges, cancellation fees, and other services already performed are generally nonrefundable.
A customer’s dissatisfaction with wait time, traffic, weather, road conditions, bank processing time, or circumstances outside the reasonable control of Buffalo Towing Services does not automatically qualify the customer for a refund.
11. Partial Refunds
When only part of a captured payment was not properly due, Buffalo Towing Services may issue a partial refund rather than refunding the entire payment.
12. Requesting a Refund
Customers requesting a refund should contact Buffalo Towing Services as soon as possible and provide:
- The customer’s full name.
- The phone number and email address used for the service request.
- The service date.
- The pickup location.
- The amount charged.
- A description of the billing concern.
Refund requests should normally be submitted within 14 calendar days of the payment unless a longer period is required by applicable law.
13. Refund Processing
Approved refunds will generally be returned to the original payment method.
Buffalo Towing Services may submit the refund promptly, but the customer’s bank or card issuer controls when the refunded funds appear in the customer’s account.
14. Charge Disputes
Customers are encouraged to contact Buffalo Towing Services before filing a charge dispute so that the company has an opportunity to review the service record, payment authorization, receipt, photographs, location information, timestamps, and other relevant documentation.
Nothing in this policy prevents a customer from exercising rights provided by applicable law or the customer’s card issuer.
15. Contact Information
16. Customer Agreement
By requesting service and agreeing to the checkout terms, the customer confirms that they have reviewed and accepted this Cancellation and Refund Policy.
This policy explains the company’s general cancellation and refund practices. It does not waive any rights or protections provided under applicable law.