Free until the truck is on its way
Cancel any time before the driver is en route and nothing is charged — the hold is released. Use Need to cancel? on the tracking page.
Once the driver is en route
A driver has left another job or the yard for you. Cancelling now charges the company's dispatch fee, shown to you before you confirm (companies publish it; the default is $45). The rest of the hold is released.
Once the driver is on scene
The truck is at your car. Cancelling charges the hook-up fee from your quote — the part of the price that pays for coming out — and releases the rest.
Once the vehicle is loaded
The tow can't be cancelled from the app; call the driver or the company. The job is completed and charged as quoted (or to the nearest point the driver can safely release the vehicle).
If the company cancels
You're never charged when a company cancels. A company that cancels after accepting for reasons in its control (crew unavailable, took another job) gets a reliability strike; three in a month pause their offers.
Cancellation receipts
A late cancellation gets its own receipt showing exactly what was charged and why.
Full policy: Cancellations, Payments & Refunds.