AXELZ Cancellation & Refund Policy
Last Updated: Sept 19, 2026 3:37 pm
Before provider accepts
Customer cancellation receives a full refund.
Provider accepted but has not begun traveling
Customer refund less a $25 dispatch cancellation fee.
Provider is already en route
Customer refund less a $50 cancellation fee.
Provider has arrived
Customer-requested cancellation is generally non-refundable except when AXELZ determines otherwise.
Vehicle has been hooked up or transport has begun
Customer-requested cancellation is non-refundable.
AXELZ cannot provide service
If AXELZ cannot locate an available provider and the tow cannot be fulfilled, customer receives a full refund.
Provider cancellation
AXELZ will first attempt to locate another provider. If another provider cannot be found, customer receives a full refund.
Incorrect vehicle or situation information
If service cannot be completed because the actual vehicle or situation materially differs from information entered during booking, AXELZ may apply reasonable dispatch/provider cancellation charges before issuing any remaining refund.
Additional charges
Providers cannot independently charge AXELZ customers. Any material additional charge must be approved through AXELZ before being processed.
Refund timing
Once AXELZ submits a refund through Stripe, final posting time depends on the customer's bank or payment provider.