What you'll see
A customer can open a dispute up to 30 days after a job: damage, overcharge, no-show, conduct. You're notified (push and text) and the dispute appears on the job with the customer's statement and any photos. The owner attention strip counts unanswered cases.
Respond within 48 hours
Write your side on the job page: what the crew saw, the condition at pickup, timings, anything the customer left out. Your condition photos and the status timeline with positions are already on the case — this is why the app requires two photos before loading on accident and recovery jobs, and why honest status taps matter. Owners, admins and support staff can respond.
How Towhub decides
Staff review the record — both statements, the timeline, the crew's photos by stage, the customer's photos, the itemized charge — and decide: full refund, partial refund, or the charge stands. Both sides get the reason.
If there's a refund
It's reversed from your Stripe balance (including the fee share) or deducted from a future payout. An upheld no-show or serious complaint may also count as a reliability strike.
Your best protection
Photos at pickup, every time. Status taps when they happen. Add-ons proposed in the app before the work. That record decides almost every case.