Terms, Policies & Legal

1. Terms and Conditions

1.1 Introduction

Welcome to Get A Tow.

These Terms and Conditions govern the use of the Get A Tow website, mobile applications, and related services located at www.getatow.com.au.

By using the platform, you agree to these terms. If you do not agree, you must not use the platform.

Get A Tow provides a technology platform that connects customers requiring towing or roadside assistance with independent towing service providers.

Get A Tow does not provide towing services directly.

1.2 Definitions

Platform

The website, applications, and services operated by Get A Tow.

Customer

Any person requesting towing or roadside services through the platform.

Service Provider

An independent towing operator who accepts and performs jobs.

Job

A request submitted by a customer for towing or related services.

1.3 Marketplace Service

Get A Tow operates solely as a marketplace platform. We:

• connect customers with towing providers
• allow job requests and quotes
• facilitate communication between users

Get A Tow does not operate tow trucks or provide towing services.

1.4 User Accounts

Users may be required to create an account. Users agree to:

• provide accurate information
• keep login credentials secure
• update details when necessary

Get A Tow may suspend or terminate accounts for misuse or violation of these terms.

1.5 Pricing and Payments

Service providers may set their own pricing or provide quotes for services.

Platform fees may apply and may include:

• per-job service fees
• commission fees
• transaction processing fees

Applicable fees will be disclosed where required.

1.6 Job Acceptance

A job becomes confirmed when a service provider accepts the job request and the customer confirms the service.

Both parties agree to act reasonably to complete the service.

1.7 Cancellations

Cancellation fees may apply if:

• a tow truck has already been dispatched
• the service provider has arrived
• the job is cancelled late

1.8 Prohibited Use

Users must not:

• submit false job requests
• harass other users
• attempt to bypass platform fees
• use the platform for unlawful purposes

1.9 Governing Law

These terms are governed by the laws of Australia.

1.10 Fair Pricing Policy (FPP)

Purpose.

The Fair Pricing Policy (FPP) protects customers and the broader service-provider community from unsustainable or misleading pricing on Get A Tow. The platform sets an FPP threshold from time to time. Quotes submitted on scheduled "Tow For Later" jobs that fall at or below the current FPP threshold are automatically flagged for management review and held until a decision is made.

How the FPP works.

• A flagged quote is not visible to the customer until management reviews and approves it.
• The provider is notified by email and in-app that the quote is held for FPP review, and may submit a written explanation (for example a valid commercial reason such as a return trip or repeat customer).
• Management may, at its absolute discretion, approve the quote (in which case it is released to the customer) or decline the quote (in which case the quote is removed and the provider is notified by email).
• Get A Tow reserves the right to remove, cancel or refuse to publish any quote considered to breach the FPP, even where the customer has not yet made a selection. Get A Tow is not obliged to give reasons for any decision.

Repeat breaches and account consequences.

• Each declined flagged quote counts as one breach of the FPP and is recorded against the provider’s account.
• A formal written warning will be issued upon reaching the warning threshold set by management (currently 3 breaches).
• Continued breaches will result in automatic suspension of the provider’s account upon reaching the suspension threshold (currently 4 breaches). Suspended accounts are removed from the marketplace and any pending jobs reassigned.
• Provider thresholds may be updated by management without notice. By using the platform, providers acknowledge and accept that suspension under the FPP is an immediate, automated consequence of repeated breaches.

No guarantee of approval.

The fact that an earlier flagged quote was approved does not create an expectation that future flagged quotes will be approved. Each quote is reviewed on its merits.

2. Privacy Policy

2.1 Overview

Get A Tow respects your privacy and is committed to protecting your personal information.

This policy explains how personal information is collected, used, and protected.

2.2 Information We Collect

We may collect personal information including:

• name
• phone number
• email address
• vehicle details
• location data
• payment details

We may also collect technical information such as:

• IP address
• device type
• browser information
• platform usage data

2.3 How We Use Information

Your information may be used to:

• connect customers with service providers
• facilitate job requests
• process payments
• improve the platform
• provide support services
• prevent fraud

2.4 Sharing Information

Information may be shared with:

• service providers responding to job requests
• payment processing providers
• legal authorities when required by law

Get A Tow does not sell personal information.

2.5 Data Security

We take reasonable steps to protect personal information from unauthorised access or misuse.

However, no online platform can guarantee complete security.

2.6 Access to Information

Users may request access to or correction of personal information by contacting us.

3. Customer Terms of Use

3.1 Platform Role

Get A Tow connects customers with independent towing operators.

All towing services are performed by independent businesses.

3.2 Customer Responsibilities

Customers agree to:

• provide accurate vehicle information
• ensure vehicle access for towing
• be contactable during the job

3.3 Pricing

Service costs may vary based on:

• distance
• vehicle type
• urgency
• provider pricing

Customers must pay agreed fees.

3.4 Damage Claims

Damage claims must be made directly with the service provider performing the tow.

Service providers are responsible for their own insurance.

4. Service Provider Agreement

4.1 Independent Contractor Status

Service providers operate as independent businesses.

They are not employees or agents of Get A Tow.

4.2 Requirements

Service providers must:

• hold required licences
• maintain appropriate insurance
• comply with relevant laws

Proof may be requested by Get A Tow.

4.3 Professional Standards

Providers must:

• operate safely
• treat customers respectfully
• provide honest pricing

4.4 Platform Fees

Get A Tow charges providers a fixed service fee per completed job. This fee is deducted from the provider's payout. The current fee amount is displayed in the provider dashboard.

• per-job service fees
• transaction fees

4.5 Account Suspension

Accounts may be suspended for:

• repeated complaints
• unsafe behaviour
• fraud
• failure to maintain licences or insurance
• repeated breaches of the Fair Pricing Policy (refer to section 1.10) — including automatic suspension upon reaching the suspension threshold currently set by management

5. Refund Policy

5.1 Platform Fees

Platform fees may be refunded in cases such as:

• duplicate payments
• technical errors
• services unable to be fulfilled

Refund requests must be submitted within 7 days.

5.2 Service Provider Fees

Service fees are generally non-refundable once a job is completed.

Refunds may be considered if:

• the provider fails to attend
• the job is cancelled before dispatch
• a billing error occurs

5.3 Cancellation Refunds

By submitting payment for a booking you acknowledge and accept the above cancellation terms. Refund timing is subject to your card issuer’s processing times (typically 5–10 business days).

5.4 No-Show Fees

If the customer is unavailable or the vehicle cannot be accessed, a no-show fee may apply.

6. Acceptable Use Policy

6.1 Proper Use

Users must use the platform only for legitimate towing service requests.

6.2 Prohibited Conduct

Users must not:

• submit fake jobs
• abuse or harass other users
• interfere with platform systems
• provide false information

6.3 Fee Circumvention

Users must not attempt to avoid platform fees by arranging services outside the platform after connecting through Get A Tow.

Repeated violations may result in permanent account removal.

6.4 Fraud

Fraudulent behaviour includes:

• fake service requests
• false damage claims
• impersonation

Get A Tow may investigate suspicious activity.

7. Platform Disclaimer & Liability Protection

7.1 Platform Role

Get A Tow operates solely as a technology platform connecting customers and service providers.

We do not provide towing services.

7.2 Independent Providers

Service providers are independent businesses responsible for their own operations, insurance, and services.

7.3 Limitation of Liability

To the maximum extent permitted by law, Get A Tow is not liable for:

• vehicle damage during towing
• service delays
• service provider conduct
• injury or loss arising from towing services

7.4 Disputes

Any disputes relating to services must be resolved directly between the customer and the service provider.

7.5 Insurance

Service providers are responsible for maintaining their own insurance coverage.

7.6 Use at Your Own Risk

Services arranged through the platform are used at the user's own risk.

8. Contact

For questions regarding these policies please contact: