Service-Specific Terms & Disclaimers

Addendum to the Onward Roadside Terms & Conditions:

This Service-Specific Addendum supplements the Onward Roadside Terms & Conditions and applies to all services performed by Onward Roadside. By requesting or accepting any service described below, the Customer acknowledges and agrees to the applicable terms, limitations, and disclaimers.

 

1. General Roadside Assistance Disclaimer

Roadside assistance is performed in uncontrolled roadside environments and differs significantly from work performed in a repair facility. Vehicle condition, weather, traffic, terrain, equipment limitations, and other circumstances may affect the ability to safely complete a requested service.

 

All services are performed on a best-effort basis. Onward Roadside does not guarantee that a vehicle can be repaired, started, unlocked, recovered, or returned to normal operating condition through roadside assistance alone. Additional repairs, towing, dealership service, or specialized equipment may be required.

 

Technician safety, customer safety, and public safety always take priority over completing a requested service.

 

2. Tire Services (Passenger, RV & Commercial)

Onward Roadside provides roadside tire services for passenger vehicles, light trucks, SUVs, motorcycles, campers, travel trailers, fifth wheels, RVs, commercial trucks, buses, box trucks, and semi-trucks, when safely within the capabilities of our personnel and equipment.

 

Tire services may include:

• Spare tire installation

• Tire replacement using a customer-provided tire

• Tire plug or temporary repair (when appropriate)

• Internal tire patch repairs (when conditions allow)

• Commercial tire changes using customer-provided tires

 

Customer acknowledges that roadside tire service does not include a complete inspection of the wheel assembly, suspension, braking system, steering components, or axle.

 

Onward Roadside is not responsible for delays, damage, or component failures resulting from:

• Seized, swollen, rounded, or damaged lug nuts

• Broken or stripped wheel studs

• Corroded or seized wheel assemblies

• Cracked, bent, or damaged wheels

• Damaged hubs or wheel bearings

• Damaged valve stems or TPMS components

• Aftermarket wheels or wheel accessories

• Improperly installed or improperly torqued wheel hardware from previous service

• Existing mechanical defects or corrosion

 

Customers are responsible for rechecking wheel lug torque after approximately 50–100 miles of driving, unless otherwise specified by the vehicle manufacturer.

 

3. Battery Services & Jump Starts

Battery services may include:

• Battery testing

• Jump starts

• Battery replacement

• Terminal cleaning

• Basic charging system observations

 

A jump start is an attempt to restore vehicle operation and does not guarantee that the engine will start or continue running.

Vehicles that fail to start may have additional issues including but not limited to:

• Failed starter

• Failed alternator

• Battery bank failure

• Wiring defects

• Blown fuses

• Failed relays

• Charging system failures

• Electronic control module failures

• Parasitic electrical draws

 

Commercial vehicles with multiple battery systems may require extended service or additional diagnostic labor.

 

Customer-supplied batteries are installed at the customer's request. Onward Roadside assumes no responsibility for battery compatibility, manufacturer defects, warranty coverage, or battery performance.

 

4. Lockout Services

Onward Roadside utilizes industry-standard non-destructive vehicle entry techniques whenever reasonably possible. Certain vehicles equipped with advanced security systems, double-lock systems, electronic locking systems, commercial security devices, or manufacturer-specific locking mechanisms may require dealership assistance or towing.

 

While every reasonable effort is made to avoid damage, the Customer acknowledges that minor cosmetic effects associated with lawful entry techniques may occur without negligence.

 

Onward Roadside is not responsible for damage resulting from:

• Existing damage

• Previous repairs

• Aftermarket accessories

• Defective locking mechanisms

• Frozen or corroded components

• Manufacturer design limitations

 

5. Fuel Delivery Services

Fuel delivery is performed based solely upon information provided by the Customer. The Customer is solely responsible for identifying the correct fuel type prior to delivery.

 

Onward Roadside is not responsible for damages resulting from:

• Incorrect fuel information provided by the Customer

• Existing fuel system defects

• Contaminated fuel already present within the vehicle

• Mechanical failures unrelated to fuel delivery

 

Fuel quantities may vary based upon vehicle type, availability, and operating conditions.

 

6. Mobile EV Rescue Charging

Mobile EV Rescue Charging is intended solely as an emergency roadside service to provide sufficient battery charge for a customer to reach an appropriate charging station.

 

Charging speed, charging duration, range added, and overall effectiveness vary based upon:

• Vehicle make and model

• Battery condition

• Ambient temperature

• Battery temperature

• State of charge

• Vehicle software limitations

 

Onward Roadside does not guarantee a specific charging rate, mileage gained, destination reached, or successful vehicle operation following charging.

 

7. Winch-Out & Recovery Services

Winch-out and recovery services are limited to light- and medium-duty recovery operations within the capabilities of available equipment.

Recovery services are intended for vehicles that have become stuck in conditions such as:

• Mud

• Snow

• Sand

• Ditches

• Soft shoulders

• Similar off-road conditions

 

Services generally do not include:

• Collision recovery

• Overturned vehicles

• Submerged vehicles

• Vehicles requiring heavy wrecking equipment

• Structural recovery operations

 

Recovery operations involve inherent risks due to hidden obstacles, unstable terrain, vehicle modifications, compromised recovery points, and changing ground conditions.

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Onward Roadside reserves the right to refuse, modify, suspend, or terminate any recovery operation that presents an unreasonable safety risk. Successful vehicle recovery cannot be guaranteed.

 

8. Commercial & Heavy-Duty Roadside Assistance

Commercial roadside services may include:

• Commercial tire changes

• Semi-truck jump starts

• Battery assistance

• Lockouts

• Diesel fuel delivery

• Basic roadside diagnostics

 

Services are performed on a best-effort basis.

 

Onward Roadside does not inspect, certify, or guarantee:

• DOT compliance

• Brake systems

• Steering systems

• Suspension systems

• Tire condition

• Air brake systems

• Cargo securement

• Load distribution

• Overall vehicle roadworthiness

 

Onward Roadside is not responsible for:

• Cargo damage

• Load shifts

• Missed deliveries

• Downtime

• Detention charges

• Business interruption

• Loss of revenue

• Regulatory violations

 

Heavy-duty jump start services include connecting professional equipment, applying power, and performing reasonable starting attempts. If additional troubleshooting is requested or required, diagnostic labor may be billed separately.

 

9. RV, Camper & Trailer Services

Roadside assistance for RVs, campers, fifth wheels, travel trailers, utility trailers, boat trailers, and enclosed trailers is performed within the limitations of available roadside equipment.

 

Service availability may depend upon:

• Vehicle size

• Weight

• Tire size

• Accessibility

• Ground conditions

• Equipment compatibility

 

Certain repairs may require specialized RV repair facilities or towing beyond the scope of roadside assistance.

 

10. Motorcycle Transport

Motorcycle transportation is performed using appropriate securement equipment and industry-accepted loading procedures.

 

Customers are responsible for disclosing:

• Mechanical issues

• Loose components

• Custom accessories

• Lowered suspension

• Non-standard modifications

 

Onward Roadside is not responsible for damage resulting from undisclosed defects, improperly installed aftermarket accessories, or unsecured personal property.

 

11. Fleet Services

Fleet customers acknowledge that these Terms & Conditions apply equally to all vehicles dispatched through fleet accounts.

Individuals requesting service on behalf of a fleet represent that they have authority to authorize roadside service and accept applicable charges.

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Service documentation, photographs, technician notes, invoices, and electronic records may be retained for quality assurance, billing, insurance, legal compliance, and dispute resolution.

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12. Technician Judgment

All roadside assistance services are performed according to the professional judgment of the responding technician.

If, in the technician's opinion, requested work cannot be completed safely or without creating an unreasonable risk of injury, property damage, equipment damage, or further vehicle damage, Onward Roadside reserves the right to modify, postpone, refuse, or discontinue service.

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The technician's determination regarding safety and operational limitations shall be final.