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Cancellation and Wait-Time Policy

Call live Kansas City dispatch at 816-588-8888 for current availability.

Read before relying on a digital request or policy summary.

A cancellation is effective only when live dispatch identifies the request and confirms its current status and cancellation. Closing a browser, deleting an email draft, sending an unconfirmed email or text, leaving voicemail, or arranging another provider does not by itself tell an assigned operator to stop. This page does not establish a cancellation fee, dispatch fee, arrival fee, or universal wait-time rate; any job-specific charge must have a lawful, disclosed basis.

Policy terms and decision points

01

Inquiry not yet assigned

If live dispatch has not confirmed an assignment, tell dispatch that the inquiry is withdrawn and ask for the status to be recorded. The website form itself never assigns a truck, so an unsent email draft needs no operational cancellation—but any separate live call or assignment still must be addressed directly.

02

Assigned or en route

Call immediately with the requester name, callback, vehicle, pickup, and assignment details. Ask whether an operator has been assigned, departed, incurred travel or toll expense, entered a controlled facility, or reached the scene, and whether any previously disclosed job-specific cancellation or dispatch charge is asserted.

03

On scene or work begun

When the operator has arrived, inspected, positioned equipment, provided roadside work, loaded, recovered, transported, waited, or incurred another job cost, dispatch should identify the status, work reasonably performed, safety constraints, authorization, and charge basis. Do not approach moving equipment or enter a loading path to stop work.

04

Wait time and customer readiness

Waiting can arise from keys, owner or signer availability, payment, property access, gates, garage clearance, destination acceptance, police or fire control, paperwork, vehicle condition, loading, traffic, weather, another provider, or changed instructions. Any wait-time charge should be disclosed with the applicable start, unit or basis, and approval rather than inferred from this website.

05

Estimated arrival and service delays

Arrival information is an estimate, not a guarantee. Traffic, weather, emergencies, prior calls, equipment, operator availability, facility restrictions, access, safety, incorrect location, and changed vehicle conditions can delay service. Ask dispatch for an updated status; do not stand in traffic or repeatedly use the phone while driving.

06

Records and disagreement

Record the cancellation time, channel, person reached, assignment status, operator status, stated charge, wait start and end when relevant, reason, invoice, and requested resolution. A disputed charge or delay should use the customer complaint process and available dispatch, location, call, message, authorization, invoice, payment, photo, and scene records.

Company controls

  • Provide a live phone channel for cancellation and status confirmation instead of treating a website action as operational notice.
  • Do not publish a fixed cancellation, dispatch, arrival, wait-time, no-show, or delay fee until the lawful formula, trigger, notice, authorization, and operational process are verified.
  • Explain whether the request is an inquiry, assigned, en route, arrived, in progress, loaded, transported, completed, or canceled when the available records support that status.
  • Identify the job-specific basis for an asserted cancellation or waiting charge and preserve the relevant authorization and timing records.
  • Do not guarantee an arrival time or waive a charge automatically merely because an estimate changed.
  • Keep safety ahead of cancellation speed; customers should never enter traffic, approach moving equipment, or interfere with emergency or property personnel to stop a job.

Important limits

  • This page does not create a cancellation fee, free-cancellation window, wait-time rate, grace period, arrival guarantee, automatic waiver, refund right, liquidated-damages term, or predetermined dispute outcome.
  • A job-specific estimate, authorization, account agreement, dispatch record, invoice, facility instruction, payment record, and applicable law control when more specific than this page.
  • Tommy's cannot control traffic, weather, emergencies, police, fire, roadway authorities, property staff, security, gates, garages, venues, receiving facilities, manufacturers, or other providers that affect timing or access.
  • Calling about a cancellation or charge does not change a financial-institution, insurer, court, agency, or legal deadline and does not preserve every possible claim or defense.

Questions drivers ask

How do I cancel a tow request?

Call 816-588-8888 immediately. Identify the requester, callback, vehicle, pickup, and assignment, then ask live dispatch to confirm the current status and cancellation. Do not rely on closing the website, deleting email, voicemail, or an unverified text.

Is there a cancellation fee?

This website does not publish or create one. Ask live dispatch whether a job-specific charge was disclosed and what lawful work, travel, arrival, waiting, access, toll, or other authorized basis is claimed for the actual assignment.

When does wait time begin?

No universal website rule is published. A job-specific wait charge, if applicable, should identify its trigger, start, unit or basis, reason, authorization, end, and relationship to the estimate or agreement.

What if the estimated arrival changes?

Ask dispatch for the current operator and assignment status, cause of the change when known, updated estimate, and cancellation options. A changed estimate does not automatically establish a fee, waiver, refund, or guaranteed outcome.

Official and primary resources

MoDOT Traveler Information Map

Official current Missouri traffic, incident, construction, weather, and road-condition information that can affect routes and timing.

KanDrive

Official current Kansas traveler information for incidents, construction, closures, weather, cameras, and roadway conditions.

External resources are provided for convenience. Tommy's is not affiliated with, endorsed by, or acting on behalf of those organizations.

Related terms and process guides

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