Terms & Conditions

TowMan Roadside Assistance Terms & Conditions :

PROCESS FOR AVAILING SERVICE / BENEFIT UNDER THE PROGRAM

• How to Request Assistance In the event of a breakdown or accident – simply call the 24×7 Roadside Assistance helpline +91 9840 836 733.

ALWAYS KEEP THE FOLLOWING INFORMATION HANDY WHEN YOU CALL FOR ASSISTANCE:

• Your Name and Registered contact number*
• RSA Subscription Number
• Vehicle Model
• Vehicle Registration Number*& Email ID (If)
• Vehicle Identification Number (VIN Number/Chassis Number)
• Date of purchase of the vehicle
• Description of the problem
• Exact location of vehicle

COVERAGE

• The roadside assistance is a nationwide service provided to mobilize the vehicle which would have become immobilized due to unexpected breakdown.
• While providing roadside assistance services if needed, we may carry out temporary repairs to enable the vehicle to be towed or driven to the nearest dealership/workshop/repair center.
• YWE services do not cover any regular maintenance or services to the vehicle which would normally be carried out at vehicle workshops.

DEFINITIONS, TERMS AND CONDITIONS

• The following words or terms shall have the meaning ascribed to them wherever they appear in this Program, and references to the singular or to the masculine shall include references to the plural and to the female wherever the context so permits:
• “Benefits” means services and/or interests to be extended to the customers covered under the program.
• Covered Vehicle means private two-wheeler / four-wheeler or a commercial vehicle for which this Roadside assistance program has been purchased by the customer, henceforth in this document the words “Covered vehicle” and “vehicle” may be used interchangeably, and both shall be construed to mean “Covered Vehicle “only.
• “Customer” means the driver and / or passengers (maximum number of persons covered equals to the number of people the vehicle could legally carry) travelling in the Covered Vehicle at the time of immobilization.
• “Cover” or “Coverage “means entitlement to avail applicable Roadside Assistance Services under the Program.
• Breakdown / Covered event means a covered vehicle is immobilized due to: –
  
  1. Mechanical or Electrical breakdown
  2. Road Traffic Accident
  3. Pilot Error
  4. Fuel Problems: Out of fuel, Wrong fueling, or Contaminated fuel.
  5. Key Assistance: Locked keys or Lost keys
  6. Tyre problems: Flat Tyre, bolts or valve related issues
  7. Flat Battery – needing Jumpstart

• Assistance will be provided within the Covered Area wherever the Customer is (i.e., at home, at roadside, on the highway, in a parking lot, etc.) unless he is not already at a vehicle Service center, repair or service workshop or under police custody.
• Subscriber means the person who enrolls into this Roadside Assistance Program.
• Company means TowMan.
• Program means the proposal, the Schedule, the program document and any changes (if any) made to the program document and duly endorsed by the company attaching to or forming part thereof either on the effective date or during the program period.
• Program Period / Coverage period means the period commencing from effective date as shown in the Schedule and terminating at midnight on the expiry date as shown in the Schedule. The program period for the Roadside Assistance program will be either 12(Twelve) months or 24 (Twenty-four) months from the program start date as mentioned in the program certificate.
• Subscription Fee means the amount to be paid by the subscriber to get enrolled under this Roadside Assistance Program. The subscription fee should be in INR.
• Program Purchase Date means the date when the subscriber enrolled into the Roadside Assistance Program. The maximum vehicle age eligible for enrollment to this roadside assistance program will be as per the plans chosen by the customer.
• Program Start Date means the date of commencement of coverage under the program. The program start date will be after 2 (Two) days from the program purchase date.
• Program End Date means the coverage end date of the program. The Roadside Assistance Program shall be valid for a period of 12(Twelve) months or 24 (Twenty-four) months from the Program start date as mentioned in the program certificate.

Customer Consents & Confirmations: –

1. Further, the Customer has and hereby consents to the use of the personal information by the company for the purposes of providing the various services under the program(s) offered by the company. The company respects the privacy of the customer and the confidentiality of customer’s personal information so collected by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.
2. The customer also hereby consents to the personal information being disclosed by the company to a third party contracted by the company, Service Partner of the company who may be engaged under the program (s) for the purpose of fulfillment of the services orif required by law.
3. The customer expressly and without limitation, consents to the company or its service partners recording phone calls between the customer and the company on the helpline numbers set out in the relevant program terms for company to interlay.
   • Provide a record of the instructions received from the customer and to share the same with the Service Partners, if required.
   • Allow it or its service partners to monitor quality standards
   • Training purposes
   • Meet legal and regulatory requirements.
4. The customer acknowledges that the company has the sole right to vary the features/benefits under the program(s) or the amount or rate of the subscription fee or part thereof, from time to time.
5. The customer acknowledges that the company may engage third parties including Service Partners for the fulfillment of the services and the customer hereby consents to the company disclosing, to the extent relevant, the Customer’s Personal Information and/or details of program(s) availed by the customer to inter alia (a) our affiliates Service Partners (b) to our suppliers, vendors, for the purposes of servicing the customer.
6. The Customer hereby consents to receiving periodic information, SMS / email communication from the company of information pertaining to its product features / services.

• Confidentiality: – Company shall make reasonable efforts to ensure that the Personal Information of the Customer is kept confidential and not disclosed to any third party except to the extent required for fulfillment of services.

• Representations & Warranties: –
  
  1. The customer represents that he/she has completed the age of 18 years and is a resident of India.
  2. The customer follows the applicable law as may be relevant for the program(s) which is availed of by the customer.
  3. The Personal Information provided by the Customer for the purposes of availing of the program(s) is and shall be true and accurate.

• The company shall not be liable for any indirect loss, loss of data, loss of income or consequential loss of any form whatsoever due tothe defect arising in the covered asset or due to repair / replacement in the covered asset.
• Service under the program is available 24×7 all days during the year.
• The membership of this program is non-transferable and shall be valid for service only in India (except for Islands) along with the failure causing in India (except for Islands).
• The membership of this program is not valid if the covered vehicle is/has been used for commercial, business, industrial, educational, racing, competitive sports, exhibitions, displays or rental applications.
• The company reserves the right to decline the services in case of misrepresentation of the facts by the customer during the purchase or at the time of service without refund of premium.
• Notices: – Any notice required under the Terms and/or the relevant Program Terms must be in writing and must be either (a) delivered in person, (b) sent by first class registered mail, or air mail, as appropriate, or (c) sent by overnight courier, in each case properly posted and fully prepaid to the appropriate address set forth herein.

YWE Auto Assist (India) Private Limited

Registered office: No.3/83, Maxworth Nagar, Phase III, Kolapakkam, Chennai – 600128

Corporate office: No.56, Phase I,  Porur Garden, Vanagaram, Chennai – 600 095
Contact no: 044 35009933, 4958 1126 Email: support@towman.in 

 Understanding the Benefits: –

1. 1. Towing – In the case of a mechanical or electrical failure or a road accident if your covered vehicle is immobilized and needs towing you can choose to have your vehicle towed (as per plan terms and conditions) to an authorized brand dealership/brand service center/ any repair workshop (whichever is nearest from the breakdown location) for your vehicle to be repaired. All cost of repairing the vehicle at the dealership/service center or workshop where the vehicle is dropped shall remain the responsibility of the customer and the company shall not be liable to pay for repair cost or responsible for the quality of repairs of the vehicle.
   2. Onsite Repair –Minor repair that can be carried on the spot to mobilize the vehicle. However, it will be sole discretion of the company basis the type of event to send an onsite repair service or towing service.
   3. Tyre Problems –We will change the flat tyre provided the vehicle has a roadworthy spare tyre available. If a spare tyre is not available we will tow the vehicle to the nearest authorized workshop / tyre repair workshop whichever is nearest. The cost of repair is borne by the customer.
   4. Key Problems –We will try to retrieve the spare keys in case the original keys are lost, broken or locked in the vehicle (if you are in the same city of your residence) or else we will try to open the vehicle. In case if we cannot open the vehicle, we will arrange to tow the vehicle to the nearest authorized workshop. In case the circumstances are such that only way to rescue the vehicle is to break the windows or any other side body glass of the vehicle to enter the vehicle, then the customer must give a written or an oral consent before such rescue operation can be initiated.
   5. Fuel Problem – If a vehicle runs out of fuel, we will supply enough fuel (maximum Upto 5 Ltrs) to drive your vehicle to the nearest fuel filling station. In case of incorrect fuel or contaminated fuel we will tow your vehicle to the nearest authorized workshop station.
   6. Battery Problem – In case of a dead or discharged battery, jumpstart services will be provided to mobilize your covered vehicle at the breakdown location. In case the battery has completely rundown and it is impossible to jumpstart the covered vehicle, the covered vehicle will be towed to the nearest authorized brand dealership/ brand service center/ any repair workshop (whichever is nearest from the breakdown location).
   7. Urgent Message Relay – You will be provided with urgent message relay service to contact with your family, friends, and/or work colleagues in the event of a vehicle breakdown or accident.
   8. Assistance Over Phone – You would be provided guidance over phone for minor issues which you are not able to identify. For example – Check Engine Light etc.
   9. City Route & Map Guidance – You would be provided with Points of Interest like nearest fuel station or workshop in case you’re not well versed with the city that you are traveling to.
   10. Taxi Benefit – You would be provided assistance to get a taxi for either your home or nearest hotel or any desired location only in case the covered vehicle has to be towed to the nearest brand authorized dealership/service center/workshop. The charges/limit of the coverage under this benefit shall be as per the program chosen by you.
   11. Onward Journey: –If the covered vehicle has broken down at a location which is at least 100 km from the vehicle’s registered location (address on which covered vehicle is registered),), the company subject to availability will offer an onward journey by train/bus to his next destination. In case the customer needs to travel multiple destinations, company will only offer the onward journey till the next destination. Any further journey is to be undertaken by the customer at his/her own expense. This benefit is offered only once per year of coverage.

THE CUSTOMER CAN EITHER OPT FOR ONWARD JOURNEY OR HOTEL ACCOMMODATION FOR SAME EVENT BUT NOT BOTH

• Hotel Accommodation:- If the covered vehicle has broken down at a location which is at least 100 km from the vehicle’s registered location (address on which covered vehicle is registered),), and the time taken to repair the broken vehicle is more than 24 hours from the time the covered vehicle is delivered at the repair dealership/service center/workshop, the company shall subject to availability offer a hotel stay subject to INR 2000 for Upto one night for (All inclusive) the year of coverage. The customer can either opt for Onward Journey or Hotel Accommodation for same event but not both.
• Cooling Period means that the Entitlements are available after 48 Hrs, all the benefits under the roadside assistance program becomeapplicable48 Hrs after from the purchase date of the program.

UNDERSTANDING THE PLANS

• The features applicable in the program will be as per the table below. The features applicable will be as per the plan chosen by you.

GENERAL CONDITIONS

• • Un-located or Unattended Vehicle: In case of a breakdown, you must be able to provide us with the correct location of your covered vehicle. Incorrect or incomplete information may cause a delay in provision of our services. You or an authorized representative must be present with the vehicle at the agreed meeting place when we arrive. If the vehicle is not attended when we arrive services cannot be provided.
  • Extraction of vehicle where covered vehicle is off road: In case the covered vehicle is not on gazetted, bitumen road and if there is a need to arrange special equipment (any equipment other than standard towing equipment), the charges of such equipment are not part of standard roadside assistance program and its covered up to Rs. 3,000 for premium roadside assistance program. The charges for arrangements of special equipment above the limit are to be borne by the customer. Customer should understand that in case of usage of special equipment’s covered vehicle might sustain certain direct or consequential damages which extracting the vehicle. Customer agrees that such damage shall be sole responsibility of the customer and the company shall not be held liable for any such damages.
  • Repair and Labor charges: The roadside assistance program does not include any labor charges, parts replacement costs associated with repair of the vehicle. This shall remain the responsibility of the customer.
  • Excessive Usage: If we consider in our reasonable opinion that you have received (and continue to request) roadside assistance benefits for more than on an excessive number of occasions in a subscription year, we may refuse to provide further roadside assistance free of charge. We will offer an alternative service at your own expense such battery jumpstart or towing services for roadside assistance payable at the time service is requested.
  • Maximum age of vehicle is 10 years: Only those vehicles are entitled to be a part of the roadside assistance program where vehicle age is less than or equal to 10 years. Any vehicle which is greater than 10 years of age is not eligible to purchase the program. If in case, the customer still does end up purchasing the plan by falsifying the information, then the services will be revoked, and the program would-be cancelled with immediate effect and the program fee will be withheld by the company.
  • Contacting the call center is mandatory: The Roadside Assistance is available only when the call center of the company is contacted by simply calling 24×7 Roadside Assistance on the Toll-Free Number* (*In case of difficulty in reaching this toll-free number from your phone network, please dial 044-49581126 Call charges may apply)
  • In case you opt for your own vehicle assistance or towing services without informing the roadside assistance call center the cost for the same shall be borne by you and company will not be liable for the same. Only in cases where due to any reason company is notable to arrange for the required services, company may ask the customer to arrange for the services on his own and company will reimburse the same on actual on submission of proper bills to the company.
  • Non-Covered Events: Roadside Assistance is established to help in event that leads to stoppage / immobilization of your vehicle. As a result, this program will not cover any of the following events that you may encounter while driving your vehicle.
    • Faulty fuel gauge.
    • Speedometer not working.
    • Air-conditioning is not working.
    • When the passenger door(s) cannot be opened and there are no passengers in the vehicle.
    • Boot cannot be opened.
    • The front and/or rear demisters are not functioning.
    • Horn is not functioning. If the horn is sounding continuously, the Assistance Services will be provided.
    • Damaged door mirrors
    • When the rear-view mirror is damaged, but it does not obstruct the driver’s vision.
    • Damaged or faulty fuel cap but vehicle has not run out of petrol and there is enough fuel in the tank to enable the vehicle to reach the nearest authorized dealer.
    • When the sunroof cannot be opened.
    • When the sunroof cannot be closed but weather conditions is fair, and the vehicle is not exposed to any security risk.
    • When windows cannot be opened.
    • When windows cannot be closed but weather conditions is fair, and the vehicle is not exposed to any security risk.
    • Seat adjustor is faulty, but the vehicle can be safely driven.
    • When passenger seat belts are faulty but there are no passengers in the vehicle.
    • Faulty security system unless the vehicle is immobilized or unless the alarm is sounding continuously.
    • Transmission stuck in sports/winter mode.
    • When the ABS lights are illuminated.
    • Air bag warning lights are illuminated.
    • Traction control lights are illuminated.
    • Other non-safety related lights/service warnings are illuminated.
    • When your Vehicle runs out of windscreen wiper fluid.
    • Front windscreen wipers faulty but weather conditions are fair.
    • Rear windscreen wiper faulty.
    • Vehicle pick-up and drop for routine maintenance is not included.
  • Special Exclusions: – The following scenarios are special exclusions under the Roadside Assistance Program, and therefore we will not be responsible for any assistance costs as a result of any of the following: –
    
    1. Vehicle is involved in motor racing, rallies, speed or duration tests, practice runs or operated outside official roads.
    2. Assistance is required during or as a result of wars, riots, uprising, mass political demonstrations, pillage, strike, and use for military purposes or acts of terrorism, earthquake damage, freak weather conditions, atmospheric phenomena, nuclear transformation phenomena or radiation caused by artificial acceleration of atomic particles.
    3. Breakdown is caused by deliberate damage, vandalism or participation in a criminal act or offence.
    4. The immobilization is resulting from damage caused by intervention of the police or other authorities.
    5. Any damage resulting from the use of the vehicle against the recommendations of the owner manual.
    6. Any consequential costs and/or damage to property as a result of a breakdown
    7. Adverse Weather – On occasion of adverse weather conditions such as floods, heavy rain, thunder / lightning or other external factors may affect our ability to provide services and it may become physically impossible to assist you until the weather improves. During such times, our main priority will be to ensure that you and your passengers are taken to a place of safety; the recovery of your vehicle may not be possible until weather conditions permit.
    8. External Factors – Roadside Assistance Program will take every effort to reach you once you make the call however the response time may vary depending on, among other things, the breakdown location of the vehicle and the general demand for roadside assistance at the time of your request is received.

• • Inter border vehicle transfer: In cases of assistance/towing of the vehicle where the breakdown location is in one Indian state while the vehicle must be towed to a dealership which is in another Indian state, then: –
    
    1. All relevant documents for interstate movement of the vehicle by a tow truck must be coordinated and arranged by the customer and provided to the company before the handover of the vehicle.
    2. Any charges levied by local authorities such as taxes, charges, etc., are to be paid by the customer.
    3. In case authorities at the border hold the vehicle despite presence of all relevant documents, the responsibility of getting the vehicle released will be that of the customer. In case there is any damage to the vehicle while being held by state authorities, company shall not be held liable for any such damage. The company will also not be held liable for any consequential damage or loss that the customer might have suffered on account of the vehicle being held by state authorities.
    4. In case the vehicle is detained at the border for greater than 2 hours and YWE’s fleet is also not released by the authorities, subsequent waiting charges chargeable at Rs. 1000 per hour shall be payable by customer.

• Accidental cases: In cases where the police authorities have registered an FIR or are in a process of registering an FIR or are investigating a case or have taken possession of the vehicle, assistance services can be activated only after Police authorities/courts have given a clearance to the vehicle / have released the possession of vehicle. In such cases it is the duty of the customer to obtain such clearances. The company can take handover of the vehicle only after clearances have been obtained and the customer / customer’s representative is available to provide appropriate handover of the vehicle to the towing representative from the police authorities.
• Handover of Vehicle: In case the vehicle is being towed, customer must ensure appropriate handover of the vehicle to the company representative himself / herself or through an appointed representative.
• Right of Refusal – Roadside Assistance shall have the right to refuse any or all benefits under the program, if it is found that you had furnished false information relating to your eligibility or entitlements to the benefits provided under this program.
• Cancellation of Program induced by customer: No questions asked cancellation period is Two (2) days from the purchase date of the program and 100% refund will be issued.
• Cancellation by TowMan – In case of cancellation by the company the customer will be refunded fee on pro-rata basis subject to no services being availed by the customer.

• Governing Laws and Jurisdiction – The law applicable to this Agreement shall be the laws of the Republic of India. Any disputes or differences under this plan shall be subject to the exclusive jurisdiction of Courts in Chennai, India.

SUMMARY

AFTER READING THIS MANUAL, YOU SHOULD UNDERSTAND.–

– You should retain “Roadside Assistance Program guidelines” always and produce whenever required.
– The Roadside Assistance will be activated post 2 days of certificate generation

– This manual must remain with the vehicle if the vehicle is resold

– The maximum age of the vehicle being enrolled in the program is less than or equal to 10 years on the date of purchase of program.

– What all is covered and not covered in the Roadside Assistance Program