1. Scope
This policy applies to service bookings made through RoadRun (roadrun.app). RoadRun is a technology platform that connects clients with independent service providers and organizations ("Providers"). RoadRun facilitates booking, scheduling, and payment processing only. RoadRun does not perform, supervise, or guarantee the services rendered by Providers. All service quality, completion, and liability for the work itself rest solely with the independent Provider.
2. Platform Role & Limitation of Liability
RoadRun acts exclusively as a booking and payment intermediary. By using the platform you acknowledge that:
- Providers are independent businesses or contractors — not employees, agents, or subcontractors of RoadRun.
- RoadRun does not warrant, guarantee, or assume responsibility for the quality, safety, legality, or outcome of any service performed by a Provider.
- Any dispute regarding service quality, property damage, personal injury, or Provider conduct must be resolved directly with the Provider, except where RoadRun is required by law to intervene.
- RoadRun's financial liability is limited to refunding platform fees and booking charges processed through RoadRun, and shall not exceed the amounts you paid through the platform for the specific booking in question.
3. Cancellation Policy
Cancellation fees are calculated as a percentage of the service subtotal (excluding travel fees and tips) based on how far in advance you cancel relative to the scheduled arrival time.
| When you cancel | Fee |
|---|---|
| More than 24 hours before arrival | No fee — full refund |
| 1 – 24 hours before arrival | 50% of service subtotal |
| Less than 1 hour before arrival | 100% of service subtotal |
| No-show / not available at location | 100% of service subtotal |
4. Reschedule Policy
Rescheduling is gentler than cancellation: the same 24-hour free window applies, and the in-window fees are lower (25% then 50%, versus cancellation's 50% then 100%).
| When you reschedule | Fee |
|---|---|
| More than 24 hours before arrival | No fee |
| 2 – 24 hours before arrival | 25% of service subtotal |
| 2 hours or less before arrival | 50% of service subtotal |
5. Fee Waivers
The service Provider's organization owner or manager may waive cancellation or reschedule fees at their discretion on a case-by-case basis. Clients cannot waive or override fees. If you believe a fee was applied in error, contact the Provider or reach out to us at [email protected].
6. Refund Processing
- Approved refunds are returned to the original payment method via Stripe.
- Refunds typically appear within 5 – 10 business days, depending on your bank or card issuer.
- RoadRun does not charge customers a separate platform or convenience fee — the platform fee is deducted from the provider's payout, so it never affects your refund.
7. Provider-Initiated Cancellations
If a Provider cancels a confirmed booking, you will receive a full refund. RoadRun may also assist you in rebooking with another available Provider at no additional cost.
8. Service Disputes & Complaints
Because RoadRun does not perform the service, complaints about service quality, workmanship, property damage, or Provider conduct should first be raised directly with the Provider. If you are unable to resolve the issue, you may contact [email protected] and RoadRun will attempt to mediate in good faith. However, RoadRun is not liable for any loss, damage, injury, or dissatisfaction arising from services rendered by an independent Provider.
9. Chargebacks & Payment Disputes
If you are considering a chargeback with your bank, please contact us first at [email protected]. We will work to resolve the issue fairly. Filing a chargeback without first contacting RoadRun may result in delays, additional fees from your payment processor, and potential suspension of your account pending investigation.
10. Changes to This Policy
We may update this policy from time to time. Changes take effect when posted with the updated "Effective date" above. Continued use of the platform after changes are posted constitutes acceptance.
11. Contact
Questions about this policy? Email [email protected] or write to:
ROADRUN, INC.
16192 Coastal Hwy., Lewes, DE 19958, USA