Terms of Service

Acceptance of Terms

By requesting service, tracking a job, creating an account or otherwise using TrueNorth Roadside Rescue (TrueNorth), you agree to these Terms of Service. If you do not agree, do not use the service.

If you request service on behalf of a company, you confirm you are authorised to bind that company to these terms.

Description of Service

• Emergency roadside rescue
• Light, medium and heavy-duty towing
• Roadside assistance including boosts, tire changes, lockouts and fuel delivery
• Scheduled and future-dated service
• Specialty and commercial fleet transport

Eligibility and Accounts

• You must be at least 18 years old and legally able to enter a contract.
• Account information must be accurate and kept up to date.
• You are responsible for keeping your password confidential and for activity under your account.
• Driver and administrator portal accounts are issued by TrueNorth and require approval before job access.
• We may suspend or close an account used for fraud, abuse or unsafe behaviour.

Service Requests and Dispatch

How a request becomes an accepted job.

1. 1You submit a requestYou provide your name, phone number, service type, vehicle details, pickup location and (for towing) a drop-off address.
2. 2We generate a P.O.# referenceEvery request receives an 8-character tracking code shown as P.O.# followed by the code.
3. 3Dispatch reviews and assignsOur rules engine recommends an equipment class; a dispatcher may adjust it and assign a driver.
4. 4A driver acceptsYour live tracking page shows the driver card and vertical status stepper.
5. 5Service is completedThe job is marked complete and the tracking link closes 24 hours later.

Your Responsibilities

• Provide accurate location, vehicle and contact information.
• Stay in a safe place and follow your driver's instructions at the scene.
• Be reachable by phone while your job is active.
• Confirm you are the owner or are authorised to release the vehicle.
• Remove valuables and personal belongings before transport where possible.
• Disclose modifications, low clearance, all-wheel drive, EV specifics, damage or anything else that affects safe towing.
• Ensure someone can receive the vehicle at the drop-off address when required.

Pricing and Payment

• Pricing depends on service type, equipment class, distance, time of day, wait time and site conditions.
• Quotes provided before dispatch are estimates; final pricing reflects the work actually performed.
• Additional charges may apply for winching, recovery, extra stops, storage, after-hours service or specialty equipment.
• Payment is due on completion unless you are on an approved commercial account.
• Unpaid balances may accrue interest and be referred for collection.
• Chargebacks filed without contacting us first may result in account suspension.

See the Cancellation and Refund Policy for cancellation windows and refund handling.

Cancellation

You can cancel before a driver is dispatched at no charge. Once a driver is en route, a call-out fee may apply. Full cancellation details, including no-show handling, are in the Cancellation and Refund Policy.

Vehicle Condition and Damage Claims

• Drivers may document vehicle condition with photos before and after transport.
• Report suspected damage within 24 hours of completion, with your P.O.# reference and photos.
• Pre-existing damage, mechanical failure, or damage arising from undisclosed vehicle conditions is not covered.
• Claims are reviewed against dispatch records, driver notes and condition photos.

Prohibited Uses

• Submitting false, duplicate or fraudulent service requests.
• Requesting transport of stolen vehicles or vehicles you are not authorised to release.
• Transporting hazardous, illegal or undeclared dangerous goods.
• Harassing, threatening or endangering drivers or dispatchers.
• Interfering with, scraping, reverse-engineering or overloading our systems.
• Using tracking links or portal access you were not given.

Driver and Contractor Relationship

Service may be performed by TrueNorth employees or by approved independent contractors and affiliated operators. All operators must meet our licensing, insurance and safety requirements. Where a job is performed by an affiliated operator, TrueNorth remains your point of contact for dispatch and support.

Disclaimers

The service is provided as is and as available. We do not warrant uninterrupted availability, specific arrival times, or that map, routing and ETA information is free of error. Estimated arrival times are predictions, not commitments.

Limitation of Liability

To the maximum extent permitted by law, TrueNorth is not liable for indirect, incidental, special, consequential or punitive damages, including lost profits, lost income, missed appointments, rental costs or storage costs beyond what is expressly agreed.

Where liability cannot be excluded, our total liability for any claim is limited to the amount you paid for the service request giving rise to the claim. Nothing in these terms limits liability for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.

Indemnification

You agree to indemnify TrueNorth against claims, losses and reasonable legal costs arising from your breach of these terms, your misuse of the service, inaccurate information you provided, or your lack of authority to release a vehicle.

Governing Law and Disputes

• These terms are governed by the laws of the Province of Ontario and the applicable laws of Canada.
• Contact support first — most issues are resolved informally within a few business days.
• If informal resolution fails, disputes are subject to the courts of Ontario, unless local consumer law gives you a different right.

Changes to These Terms

We may update these terms. The Last updated date reflects the current version and material changes are summarised in the document information card. Using TrueNorth after an update means you accept the revised terms.