Website Terms & Conditions / Service Policy

By requesting, scheduling, authorizing, or accepting service from Trustee Roadside Assistance, the customer agrees to the following Terms & Conditions:

1. Scope of Services

Trustee Roadside Assistance provides roadside and emergency mobile services, including but not limited to:

• Mobile EV charging

• Jumpstarts

• Flat tire assistance / tire changes

• Lockout service

• Fuel / gas delivery

• Other roadside assistance services as available

All services are provided on a best-effort basis depending on vehicle condition, location, safety conditions, equipment compatibility, and circumstances beyond our control.

2. Payment Covers Dispatch, Travel, Labor, and Service Attempt

Customer understands and agrees that payment is for:

• dispatching a service technician,

• travel to the customer’s location,

• time on scene,

• labor,

• equipment use,

• diagnostic effort,

• and attempted or completed roadside service.

Payment is not based solely on whether the final desired outcome is achieved. Once service is accepted and dispatch has begun, the service fee is earned for reserving time, travel, labor, and equipment.

3. No Refund Policy

All sales are final. No refunds will be issued once dispatch has occurred, a technician is en route, or service has begun.

Refunds will only be considered if Trustee Roadside Assistance is unable to show up or unable to perform service due solely to an issue on our end, such as:

• technician cancellation,

• equipment failure on our side before service begins,

• or another internal business issue that prevents us from providing the agreed service.

No refunds will be issued for any of the following:

• vehicle will not start after jumpstart,

• vehicle needs additional repairs,

• tire is damaged beyond what roadside service can resolve,

• customer does not have a usable spare,

• lockout is more difficult than expected,

• fuel is delivered but vehicle still has other issues,

• EV does not continue accepting charge,

• 12V battery is bad,

• main battery, electrical, mechanical, or software issues exist,

• customer changes their mind after dispatch,

• customer delays arrival,

• customer provides incorrect vehicle or location information,

• customer refuses recommended next steps,

• or service is limited by vehicle condition or manufacturer-related issues.

4. Mobile EV Charging Terms

Mobile EV charging is a best-effort emergency roadside charging service. Trustee Roadside Assistance does not guarantee that the vehicle will:

• fully charge,

• remain running,

• continue accepting charge,

• return to normal operation,

• or avoid needing towing, battery replacement, or dealer repair.

Customer understands that pre-existing issues may prevent successful charging, including but not limited to:

• failed or weak 12V battery,

• severely depleted high-voltage battery,

• charging lockout,

• battery management faults,

• charge port faults,

• software issues,

• electrical damage,

• or manufacturer defects.

Payment for mobile EV charging covers dispatch, labor, equipment use, and charging attempt, even if the vehicle later stops charging or requires further repair.

5. Jumpstart Terms

Jumpstart service is intended to provide an attempt to restore power to a vehicle with a weak or dead battery. Trustee Roadside Assistance does not guarantee that a jumpstart will permanently solve the issue.

Customer understands that a vehicle may fail to start or may stop running again due to:

• a bad battery,

• alternator problems,

• starter issues,

• electrical faults,

• parasitic drain,

• fuse or wiring issues,

• or other mechanical problems.

If the vehicle does not remain running, no refund is due so long as jumpstart service was dispatched and attempted.

6. Flat Tire / Tire Change Terms

Flat tire service is limited to roadside assistance only. Trustee Roadside Assistance may install the customer’s usable spare tire if available and if conditions are safe.

We do not guarantee:

• the spare tire is roadworthy,

• the spare tire is properly inflated,

• the lug nuts are not damaged or seized,

• the wheel is not locked,

• or that the tire/wheel issue can be fully resolved roadside.

If the tire is damaged beyond roadside service capability, the customer has no spare, the spare is unsafe, or lug nuts/components are damaged or inaccessible, no refund is due for dispatched and attempted service.

7. Lockout Terms

Lockout service is provided on a best-effort basis. Some vehicles may present limitations due to:

• advanced security systems,

• dead battery,

• double-lock conditions,

• key fob issues,

• aftermarket alarms,

• weather stripping design,

• or manufacturer-specific lockout restrictions.

Customer authorizes Trustee Roadside Assistance to attempt non-destructive entry when possible. However, certain vehicles may not be able to be opened by roadside methods. No refund is due once lockout service has been dispatched and attempted in good faith.

8. Fuel / Gas Delivery Terms

Fuel delivery service consists of delivering a limited emergency amount of fuel to the customer’s location.

Customer understands and agrees:

• payment includes dispatch, travel, labor, and fuel delivery,

• exact fuel type must be accurately provided by the customer,

• Trustee Roadside Assistance is not responsible for issues caused by the customer providing incorrect vehicle or fuel information,

• fuel delivery does not guarantee the vehicle will start or continue running if other mechanical or electrical problems exist.

No refund is due once fuel has been purchased, transported, or delivered, unless the failure to complete service was solely on our end.

9. Customer Responsibility

Customer is responsible for providing accurate information, including:

• exact location,

• correct vehicle make and model,

• service needed,

• safe access to the vehicle,

• and any relevant vehicle condition information.

Additional charges may apply if information provided by the customer is incorrect, incomplete, or causes a substantial delay or change in service scope.

10. Unsafe or Impossible Conditions

Trustee Roadside Assistance reserves the right to refuse, delay, or stop service if conditions are unsafe or impractical, including but not limited to:

• dangerous traffic,

• severe weather,

• unsafe roadside positioning,

• aggressive individuals,

• illegal parking/tow risk areas,

• inaccessible vehicle location,

• fire hazard,

• damaged battery systems,

• or any other condition that places people, vehicles, or equipment at risk.

If dispatch has already occurred before service is refused due to unsafe conditions not caused by Trustee Roadside Assistance, the dispatch/labor fee remains due and non-refundable.

11. No Guarantee of Repair

Trustee Roadside Assistance is a roadside service provider, not a full mechanical repair facility. Services provided are emergency roadside assistance only and do not guarantee full vehicle repair, future performance, or long-term reliability.

12. Limitation of Liability

Trustee Roadside Assistance is not responsible for:

• pre-existing vehicle issues,

• hidden mechanical or electrical failures,

• battery failure,

• tire failure,

• wheel damage,

• lock or key system malfunctions,

• fuel contamination caused by incorrect customer information,

• delays caused by traffic, weather, gated access, or customer communication issues,

• missed appointments, missed work, inconvenience, towing costs, storage fees, or consequential damages.

Customer agrees that any liability, if proven, shall not exceed the amount actually paid for the specific service call.

13. Chargebacks / Payment Disputes

By paying for service, the customer acknowledges that charges are valid for dispatch, travel, labor, equipment use, fuel/product cost where applicable, and attempted or completed roadside service.

Customer agrees not to file a chargeback or payment dispute for services that were dispatched, attempted, performed, or completed in good faith.

Any billing concern must first be brought directly to Trustee Roadside Assistance for review. Fraudulent or improper chargebacks may be challenged with supporting documentation including invoices, timestamps, call logs, text messages, photos, videos, GPS records, and technician notes.

14. Documentation of Service

Trustee Roadside Assistance may document service calls using:

• invoices,

• call logs,

• text messages,

• photos,

• videos,

• notes,

• timestamps,

• and GPS/location records.

This documentation may be used for internal records, payment verification, dispute response, insurance matters, or legal purposes.

15. Acceptance of Terms

By requesting service, approving service, paying an invoice, allowing service to begin, or accepting roadside assistance from Trustee Roadside Assistance, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.