Provider Terms and Conditions
Upon acceptance into the Towpal Network, providers acknowledge and accept these terms and conditions with Towpal Inc., 5301 Alpha Rd Ste 80-108, Dallas TX 75240 and agree to the Terms and Standards of Conduct herein.
1.0 Job Acceptance and Customer Communication:
Upon accepting a job through the Towpal Network, providers agree to follow a structured process to ensure effective communication and a positive customer experience.
Contacting the Customer: Providers are required to promptly contact the customer via phone using the provided contact information. This initial communication should include a professional greeting, confirmation of the accepted job, and an estimated time of arrival (ETA).
Update Customers on Changes: In the event of any changes to the initially communicated ETA, providers are responsible for promptly updating the customer. This includes instances where unforeseen circumstances, such as traffic or weather conditions, may affect the expected arrival time.
Regular Communication: Throughout the course of providing the service, providers are encouraged to maintain regular communication with the customer, providing updates as needed and addressing any concerns the customer may have.
Please contact Towpal Provider Support (888)440-5556 for help.
2.0 Job Cancellation Policy:
A provider may cancel a job in the Towpal Provider App OR by calling the Towpal Office within 15 minutes of job acceptance without incurring penalties. After this 15-minute window, the provider accepts a 0.5 point decrease in Satisfaction Ranking on the Towpal Network per occurance and risk of account deactivation.
3.0 Provider Responsibilities:
Provider agrees to uphold the highest standards of service, professionalism, and safety while performing a Towpal Job.
Punctuality in responding to job requests and arriving at the designated location within the communicated ETA. .
Professionalism when interacting with customers including clear communication, respectful behavior, and a commitment to resolving issues with courtesy and efficiency. Refrain from unfair treatment, discrimination, or bias towards others based on their gender, color, race, ethnicity, or sexual orientation.
Adherence to Safety Regulations and standards applicable to towing and roadside assistance services. This includes but is not limited to proper Emergency Signals, Cones/signs, Equipment usage, Secure the Vehicle and/or equipment being transported and adherence to best transport practices to ensure the safety of the provider, the customer and the roads around them.
Adherence to Road Laws and be fully aware and comply with the regulations in their respective states. This includes but is not limited to speed limits, traffic signals, and any specific laws governing the operation and parking of tow trucks and service vehicles.
Trucks & Vehicle Appearance: Provider will use a well-maintained and aesthetically pleasing vehicle for the job and represent a high-quality service standard.
4.0 Payment Terms:
Providers on the Towpal Network will be compensated for their services on a weekly basis. The payment cycle will run from Monday to Sunday each week totalling 52 weeks a year. Providers are required to submit their payment requests by Wednesdays at 12:00pm CT for the previous week’s completed jobs. Payments will be processed and disbursed every Friday before 11:59pm CT.
Compensation will be made directly to the bank account of the provider via Zelle, with a processing time of 1 day, OR ACH payment, with a processing time of 3 days. It is the responsibility of the provider to ensure that accurate and up-to-date banking information is provided for timely payouts.
Additionally, any tips received by providers are their sole responsibility to report and file in accordance with local tax laws. Towpal Network will not be responsible for withholding or reporting tips for tax purposes.
In certain situations where a job is placed under review, the payment for that specific job may be temporarily paused until the compliance team completes a thorough review. Once the review process is concluded, any necessary adjustments to the payment will be made, and the payment will be processed accordingly. Your patience is appreciated.
5.0 GOA Policy:
A provider may encounter a GOA (Gone on Arrival) and be compensated according to these guidelines:
5.1 Job accepted and customer cancelled service after 15 minute grace period. – 50% of job amount will be awarded to provider
5.2 Provider arrived on time and Customer gone on arrival – 50% of job amount will be awarded. Provider must check in on app, upload arrival picture showing vehicle not at location and completion picture of GPS Map showing driver is at location. Revisions and Settlements apply.
5.3 Provider arrived late and customer is gone – 0% of job amount awarded.
5.4 Failure to communicate with the customer after after accepting job and customer is gone – $25
Please contact Towpal Provider Support (888)440-5556 or support@towpal.com for help
6.0 Customer Communication Expectations:
Providers on the Towpal Network are ambassadors of our commitment to exceptional service and customer satisfaction. When communicating with customers, providers are expected to adhere to the following guidelines:
Professionalism: Providers must conduct themselves in a professional manner at all times. This includes using clear and respectful language, maintaining a positive tone, and addressing customer inquiries or concerns with courtesy and efficiency.
Timely Responses to customer inquiries, whether through phone calls, text messages, or other communication channels. Timely communication is vital in ensuring a positive customer experience.
Clear and Accurate ETA
Courtesy and Respect: This includes refraining from the use of inappropriate language, maintaining a professional demeanor, and actively listening to customer needs and concerns.
Updates and Progress Reports: Throughout the course of providing service, providers should proactively provide updates to customers, especially in the case of any changes to the ETA or unexpected delays. Keeping customers informed contributes to a positive experience.
7.0 Liability and Insurance Requirements:
Providers participating in the Towpal Network are required to maintain comprehensive insurance coverage to ensure the safety and protection of all parties involved. The minimum insurance requirements include:
General Liability Insurance:
$100,000 each person and $300,000 each occurrence for bodily injury.
$100,000 each occurrence for property damage.
OR
a minimum combined single limit of $300,000 per occurrence for bodily injury and property damage.
Automobile Liability Insurance:
$100,000 each person and $300,000 each occurrence for bodily injury.
$100,000 each occurrence for property damage.
OR
A minimum combined single limit of $300,000 per occurrence for bodily injury and property damage.
Minimum limit of $100,000 each, if part of General or Garage Keeper’s insurance.
It is crucial that the Certificate of Insurance (COI) provided by providers specifically states "On-Hook" coverage if applicable.
The COI should accurately reflect the information mentioned above, and if the coverage is part of the General or Garage Keeper’s insurance, this information should be explicitly outlined.
Failure to maintain the specified insurance coverage may result in consequences, including but not limited to suspension or termination of the provider's participation in the Towpal Network. This commitment to adequate insurance coverage helps ensure the safety and well-being of all parties involved in the Towpal Network.
8.0 Compliance with Laws and Regulations:
Towpal Network is committed to fostering a culture of legal compliance and ethical conduct, and providers play a vital role in upholding these principles. It is imperative that providers adhere to all relevant laws and regulations in the states where they operate. This includes, but is not limited to:
Licensing Requirements: Providers must possess and maintain all required licenses and permits necessary to operate towing and roadside assistance services and vehicles in their respective states.
Safety Standards: Providers are expected to comply with all safety standards and regulations applicable to the towing and roadside assistance industry. This includes but is not limited to vehicle maintenance, equipment usage, and adherence to industry best safety practices.
Traffic and Road Laws: Providers must be fully aware of and comply with all traffic and road laws in their operating regions. This includes speed limits, traffic signals, and any specific laws governing the operation of tow trucks and roadside assistance vehicles.
Confidentiality: Providers within the Towpal Network recognize and acknowledge the sensitivity of contact information and data shared within the network. In consideration of participation, providers agree to adhere to the following confidentiality provisions:
Non-Disclosure: Providers shall not disclose, directly or indirectly, any proprietary information, client information, or confidential data obtained during their participation in the Towpal Network to any third party.
Use for Network Purposes Only: Information shared within the Towpal Network is to be used solely for the purposes of fulfilling job requests, enhancing the efficiency of the network, and improving the overall quality of service. Providers shall refrain from using or exploiting such information for personal gain or any purpose unrelated to the Towpal Network.
Failure to comply with these laws and regulations may result in consequences, including but not limited to legal action and termination from the Towpal Network.
9.0 Termination of Agreement:
The agreement between the provider and the Towpal Network is subject to termination by either party under the following conditions:
Voluntary Termination: The provider may choose to terminate the agreement voluntarily by providing written notice to the Towpal Network. Such termination will become effective upon receipt of the written notice.
Breach of Terms: Either party has the right to terminate the agreement if the other party breaches any material terms or conditions outlined in this agreement, including but not limited to failure to maintain the required insurance coverage, repeated violation of job acceptance or cancellation policies, or any actions that compromise the integrity and reputation of the Towpal Network.
Non-Compliance with Laws: The Towpal Network reserves the right to terminate the agreement if the provider fails to comply with any applicable laws or regulations, including but not limited to licensing requirements, safety standards, or any legal obligations relevant to the provision of towing and roadside assistance services.
Operational Changes: Towpal Network may, at its discretion, choose to terminate the agreement with a provider if there are significant operational changes, strategic shifts, or other circumstances that necessitate such termination.
Upon termination of the agreement, the provider is required to cease all use of Towpal Network branding, logos, and any association with the network. Any outstanding payments or obligations as of the termination date must be settled promptly.
Both parties agree to act in good faith during the termination process and to communicate promptly to ensure a smooth transition.
10.0 Dispute Resolution:
In the event of any dispute or disagreement arising between a provider and the Towpal Network, both parties agree to make good-faith efforts to resolve the issue through amicable negotiations. If a resolution cannot be reached through direct negotiations, the following dispute resolution mechanism shall apply:
Mediation: Both parties agree to attempt mediation conducted by a neutral third party mutually agreed upon by both the provider and the Towpal Network. The mediator will facilitate discussions to help the parties reach a mutually acceptable resolution. The costs of mediation shall be shared equally between the provider and the Towpal Network, unless otherwise agreed.
Arbitration: If mediation does not result in a resolution within a reasonable timeframe, any unresolved disputes shall be submitted to binding arbitration. The arbitration will be conducted by a single arbitrator in accordance with the rules of a recognized arbitration institution agreed upon by both parties. The decision of the arbitrator shall be final and binding, and judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction.
This dispute resolution mechanism is intended to provide a fair and efficient means of resolving conflicts between providers and the Towpal Network. Both parties agree to fully participate in the chosen dispute resolution process and to comply with any decisions or awards made through that process.
Notwithstanding the above, either party retains the right to seek injunctive relief or other equitable remedies from a court of competent jurisdiction in cases where such relief is necessary to prevent irreparable harm.
11.0 Obligation to Protect:
Providers are obligated to take all necessary measures to protect the confidentiality of proprietary information. This includes safeguarding any physical or electronic records, communications, or documentation containing confidential information to clients and providers.
Providers understand that the unauthorized disclosure or use of proprietary information may result in legal action, including but not limited to injunctive relief and damages.
Towpal Network values the trust of its providers and is committed to maintaining the confidentiality of shared information to foster a secure and collaborative network environment.
By entering into this Provider Agreement, providers affirm their commitment to uphold the values, standards, and responsibilities outlined herein, fostering a collaborative and professional partnership with Towpal to deliver exceptional towing and roadside assistance services.
