Effective Date: December 1, 2024

At Roadside Wichita, we are committed to delivering prompt, friendly, and professional roadside assistance to every customer. To ensure a smooth and efficient process, the following policies apply to all customers requesting roadside assistance services.

1. Requesting Assistance

          • Service Request Process: Customers may request assistance by calling our dedicated line at (316) 217-4911.

          • Information Collection: During the call, our dispatcher will gather essential information, including:

                    o Customer name and contact information.

                    o Location of the vehicle in need of assistance.

                    o Type of assistance requested (e.g., fuel delivery, jump start, tire change, lockout service).

                    o Vehicle details (make, model, and color) for easy identification.

2. Credit Card Collection and Payment Options

          • Credit Card Collection: All customers are required to provide a valid credit card at the time of their call to confirm the service request.

          • Alternative Payment Methods: Customers who wish to pay by cash or another method may do so at the time of service. The credit card on file will only be charged if no other payment method is provided at that time.

          • Authorization for Charges: By providing credit card information, customers authorize Roadside Wichita to:

                    o Charge the full amount for the service if completed.

                    o Apply a cancellation fee if the request is canceled after the grace period (outlined below).

3. Dispatch and Arrival Process

          • Dispatch Time: Once the customer’s information and payment details have been collected, a dispatcher will assign a driver to the customer’s location.

          • Estimated Arrival: The dispatcher will provide an estimated time of arrival (ETA) based on the driver’s current availability and location. This ETA is an approximation, as traffic, weather, or other unforeseen factors may affect travel time.

          • Driver Communication:

                    o Pre-Arrival Update: Drivers will contact the customer 10 to 15 minutes before arrival for ETAs greater than one hour to confirm the ETA and address any last-minute location details.

                    o Difficulties Locating the Customer: If the driver encounters difficulties locating the customer’s vehicle, they will contact the customer to clarify the location.

                    o Arrival Notification: If the customer is not present when the driver arrives at the vehicle, the driver will reach out to the customer for coordination.

4. 10-Minute Grace Period for Cancellations

          • Grace Period: After placing a service request, customers have a 10-minute window to cancel without incurring any fees.

          • Cancellation Fee: If a customer cancels the service request after the 10-minute grace period, a $25 cancellation fee will apply to compensate for dispatching resources. This fee will be charged to the credit card on file.

          • Cancellation Process: To cancel, customers must call (316) 217-4911 and speak to a dispatcher to confirm the cancellation within the 10-minute window.

5. Service-Specific Requirements

          • Lockout Services:

                    o For security purposes, the customer must provide a valid driver’s license or identification card before the driver can complete the lockout service.

                    o This verification ensures that our team is assisting the rightful vehicle owner or authorized user.

          • Tire Change Services:

                    o The customer must have a spare tire in good condition. A good condition spare tire is defined as one that is free from visible damage, has adequate tread, and is properly inflated.

                    o If the spare tire is deemed to be in poor condition (e.g., visible wear, cracks, low tread depth, or low pressure), the driver will not install it for safety reasons, and the full-service fee will still be charged to the customer’s card on file.

6. Service Completion and Payment

          • Payment Collection: Upon completion of the service, customers may pay with cash, credit, or another accepted payment method. If no alternative payment is made, the credit card provided at the time of the call will be charged.

          • Receipt of Service: Once payment is processed, customers will receive confirmation and receipt via email, or text as preferred.

          • Refund Policy: Due to the nature of our services, refunds are not typically issued once a service has been provided. Exceptions may apply if there is a service discrepancy, at Roadside Wichita’s discretion.

7. Additional Policies and Disclaimers

          • Roadside Safety: Our technicians follow strict safety protocols to ensure the safety of both the customer and the technician. If at any point a service site is deemed unsafe, service may be delayed or refused until safe conditions are restored.

          • Weather and Hazard Delays: While we aim for prompt response times, adverse weather conditions or other hazards may impact our estimated arrival times. In such cases, customers will be promptly informed of any delays.

          • Policy Updates: Roadside Wichita reserves the right to update or amend this policy. Any changes will be communicated through our website at www.roadsidewichita.com.

8. Liability Waiver

          • Liability for Vehicle Damage: Roadside Wichita uses industry-standard equipment to provide safe, damage-free service. However, by accepting service, customers agree to hold Roadside Wichita harmless for minor damages that may occur during routine services (e.g., lockout, tire changes) unless due to gross negligence by the technician.

9. Customer Responsibility and Preparedness

          • Vehicle Accessibility: The customer is responsible for ensuring that the vehicle is accessible for service (e.g., parked on stable, level ground where the technician can safely perform tasks). If the location prevents service, the customer may be asked to relocate the vehicle or a full-service fee may apply if the service cannot be performed safely.

          • Pets and Personal Belongings: Customers should secure any pets and personal belongings before arrival to facilitate a safe and efficient service environment.

10. Wait Times and Abandonment

          • Customer Wait Time: Customers are expected to remain at or near the vehicle unless otherwise arranged with the technician. If the customer is not available when the technician arrives and cannot be reached within 10 minutes, the service may be considered canceled, and the cancellation fee may apply.

          • Extended Wait Time: If service wait times are expected to exceed the initial ETA due to unforeseen circumstances (e.g., severe weather or high service demand), customers will be informed and can choose to continue waiting or cancel the service without penalty.

11. Emergency Situations and Roadside Hazard Protocols

          • Emergency Situations: In case of an emergency (such as a customer feeling unsafe or stranded in a hazardous area), customers should immediately inform the dispatcher so that the situation can be prioritized if possible.

          • Police or Roadside Assistance Referrals: If it becomes apparent that a service requires more extensive help than Roadside Wichita can provide (e.g., major accident or significant vehicle damage), we may recommend customers contact emergency services or a towing company.

12. Contact Information

For questions regarding this policy or to inquire about a specific service, please contact us:

Phone: (316) 217-4911

Email: [email protected]

Mailing Address: PO Box 771052, Wichita, KS 67277

Thank you for choosing Roadside Wichita. We look forward to serving you and ensuring you have a safe, positive roadside experience.