Terms & Conditions

This document is an electronic record under the Information Technology Act, 2000 and rules made thereunder. This website and mobile application are operated by City Vogue Pvt Ltd. (“TowiGO”, “Company”, “We”, “Us”, and “Our”). These Terms & Conditions (“Terms”) govern your access to and use of our website, mobile applications, and related towing, recovery, and roadside assistance services (collectively, the “Services”).

By visiting our site, creating an account, booking a tow, or using our Services in any manner, you engage in our “Service” and agree to be bound by these Terms, including additional policies referenced herein such as our Privacy Policy. If you do not agree to these Terms, please do not use our Services.

These Terms apply to all users of the platform, including customers, drivers, fleet partners, crane operators, browsers, and contributors of content.

To use TowiGO Services, you must:

• Be at least eighteen (18) years of age;
• Be fully able and competent to enter into a binding agreement under applicable law;
• Hold a valid driving licence when you are the driver or registered owner requesting towing for a motor vehicle;
• Comply with all applicable laws and regulations in India.

By using the Services, you represent and warrant that you meet the above requirements. TowiGO may refuse or terminate access if eligibility requirements are not met.

By using the Services, you represent and warrant that:

• You are at least eighteen (18) years of age and legally competent to contract;
• You have the authority to request towing or recovery for the vehicle in question (as owner, authorised driver, insurer, or lawful representative);
• All information you provide — including contact details, vehicle registration, pickup/drop locations, and payment details — is true, accurate, current, and complete;
• You authorise TowiGO to verify your identity and information through third-party databases, OTP verification, or document checks as described in our Privacy Policy;
• You are not restricted by law from using the platform or availing towing services;
• You will remove valuables, personal belongings, and prohibited items from the vehicle before towing unless otherwise agreed in writing.

If we become aware that you have misrepresented your age, identity, vehicle authority, or eligibility, we may suspend or terminate your account without liability.

You may access certain features only after creating an account and completing registration on our website or mobile application. Registration may require your name, contact details, valid mobile number, email address, vehicle registration number, vehicle make and model, and payment information.

For security, we may send a one-time password (OTP) to your registered mobile number during login or registration. You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.

You agree to:

• Provide accurate, current, and complete information during registration;
• Promptly update your information if it changes;
• Immediately notify TowiGO of any unauthorised use of your account or security breach;
• Log out of your account at the end of each session on shared devices.

Your account is personal to you and may not be transferred, assigned, or sold to any third party. TowiGO is not liable for unauthorised access arising from your failure to safeguard credentials.

TowiGO connects customers with verified towing partners for on-demand and scheduled assistance. Services may include, but are not limited to:

• Flatbed towing — for non-drivable or luxury vehicles requiring full-load transport;
• Under Lift towing — for standard breakdown and immobilised vehicles;
• Two-wheeler towing — for motorcycles and scooters;
• Heavy & crane recovery — for commercial vehicles, buses, and accident recovery;
• Accident recovery — extraction and transport following collisions or off-road incidents;
• Breakdown towing — when a vehicle cannot be repaired on the spot.

Service availability, response times, and pricing depend on your location, vehicle type, traffic, weather, partner availability, and applicable plan or fare rules.TowiGO acts as a technology platform facilitating bookings between customers and independent service providers (“Partners”) unless expressly stated otherwise.

For clarity, TowiGO does not itself provide on-ground towing or recovery in most cases. Partners are independent contractors and are not employees of TowiGO. Any contract for towing, recovery, or transport of your vehicle is between you and the assigned Partner, except where TowiGO expressly acts as the service provider.

A Partner may accept or decline a booking at their discretion. Even after acceptance, a Partner may be unable to reach your location or complete the service due to road conditions, safety, legal restrictions, or other factors. TowiGO will use reasonable efforts to find an alternative but does not guarantee availability in all circumstances.

Where on-spot repair or minor assistance is offered, labour and conveyance may be included as per your plan or booking. Cost of spare parts, fuel, duplicate keys, clearance documents, or third-party services shall be borne by the customer unless explicitly covered.

Towing distance included in a plan or quoted fare is measured from the incident location to the drop location. Additional kilometres beyond the included limit shall be charged at applicable market rates communicated before or at the time of service.

Towing and recovery services are generally provided when a vehicle has broken down or is immobilised on the road. Requests arising solely at a residential or commercial doorstep without a breakdown context may not be eligible unless permitted under your plan or confirmed by TowiGO.

General service conditions include:

• Services are not available where the driver is under the influence of alcohol, drugs, or narcotics; under 18 years of age; without a valid driving licence; participating in unlawful activity; carrying excess passengers or load; or otherwise in violation of law;
• TowiGO will endeavour to provide timely assistance but is not responsible for delays caused by traffic, roadblocks, route diversions, force majeure, natural calamities, partner unavailability, or events beyond reasonable control;
• You must provide accurate pickup location, vehicle details, and contact information. Incorrect details may result in delays, cancellation fees, or failed service;
• You are responsible for arranging necessary police clearance, insurance, RTO, or authority permissions where required for towing or recovery;
• You must not request towing for stolen vehicles, vehicles involved in active criminal investigations without authority, or vehicles carrying hazardous, illegal, or prohibited goods;
• You are responsible for disclosing accurate vehicle condition (e.g. locked wheels, low ground clearance, electric vehicle state) so the correct equipment is dispatched;
• Live location data may be collected when you use the app to request a service, to facilitate dispatch, routing, and trip tracking;
• TowiGO is not responsible for loss or damage to personal belongings, accessories, or valuables left inside a towed vehicle unless caused by proven gross negligence and subject to applicable law.

TowiGO reserves the right to modify, suspend, or discontinue any service, feature, or pricing with reasonable notice where practicable.

You must pay charges for towing, recovery, and related services through payment methods specified on the platform, including UPI, cards, wallets, or other supported gateways. Advance token or minimum booking amounts may apply for certain service categories. Cash payments, where accepted, may be made directly to the assigned Partner unless otherwise disclosed in the app.

TowiGO may collect payments on behalf of Partners through authorised payment gateways after obtaining their consent, and remit amounts to Partners in accordance with partner agreements. Where cash is paid directly to a Partner, TowiGO is not responsible for settlement, change, or refund of that cash payment unless it was collected through an authorised platform channel.

Applicable fares, cancellation fees, waiting charges, surcharges, and taxes will be notified on the platform before or at the time of booking confirmation. Charges may be updated from time to time at our discretion; it is your responsibility to remain informed of current rates.

You agree to pay for all services you book and for use of the platform, whether by online payment or cash. If online payment cannot be completed, you may be required to pay the Partner or platform by another supported method to receive or complete the service.

To facilitate UPI and related payments, we may conduct bank account validation and Virtual Payment Address (“VPA”) validation through third-party service providers. You consent to such validation where required.

Subscription or membership plans, where offered, are generally payable in advance. Plan-specific inclusions, validity, cooling-off periods, and incident limits are disclosed at purchase and form part of these Terms.

Except where refunds are expressly provided under our Refund Policy or required by applicable law, payments made are generally non-refundable. An e-invoice or receipt may be sent to your registered email after successful payment.

Detailed refund rules are set out in our Refund Policy. The summary below applies to bookings on the platform.

On-demand service cancellation

You may cancel a booking before a driver or tow partner is dispatched without charge, subject to app workflow. If you cancel after a partner has been assigned, is en route, or has reached the location, a cancellation or convenience fee may apply as displayed in the app for your booking (typically between INR 250 and INR 2,500, depending on mobilisation, distance, or waiting time).

Subscription plans

Subscription plans may be cancelled to prevent future renewal. Once activated, subscription fees are generally non-refundable except where required by law or expressly stated in plan terms. Plans not yet activated may be eligible for refund review within seven (14) working days, subject to verification.

Failed or incomplete service

If a service could not be completed due to factors attributable to TowiGO or its assigned partner (including partner no-show, duplicate charge, or billing error), you may raise a support request within fourteen (14) days at support@towigo.in. Service-quality complaints should be reported within twenty-four (24) hours where feasible. Refunds or credits, if approved, will be processed to the original payment method within seven (7) to ten (10) working days.

Unless required by applicable law, payments for completed or partially completed services are generally non-refundable. Towing-specific scenarios — including wrong equipment dispatch, waiting charges, third-party clearance costs, and partial completion — are explained in the Refund Policy.

You agree that TowiGO (directly or through affiliates, Partners, and third-party service providers) may communicate with you regarding the platform, bookings, safety, payments, promotions (where permitted), and account matters via phone, SMS, WhatsApp, email, push notifications, or other channels.

Electronic communications are deemed received within twenty-four (24) hours of transmission (for example, via email, SMS, push notification, or WhatsApp). We will assume you have received communications sent by postal mail within three (3) business days of dispatch.

If you have registered on the platform and shared contact details with us, you give express consent for us and our permitted assigns and agents to contact you by:

• Any mobile or landline number you provide, use to contact us, or at which we reasonably believe we can reach you;
• Any email address you provide or associated with your account;
• Automated dialling systems and automatic telephone dialling systems; and
• Pre-recorded or artificial voice messages and similar technologies.

You consent to receive such communications where permitted by applicable law. Calls with support or Partners may be monitored or recorded for training, quality, fraud prevention, and dispute resolution.

The accuracy, readability, clarity, and promptness of communications depend on network, device, and carrier factors. TowiGO is not responsible for non-delivery, delayed delivery, or distortion of communications.

TowiGO may provide in-app safety features such as SOS, emergency contact alerts, or escalation to our support team. These features are intended for genuine emergencies involving breakdowns, accidents, harassment, or safety threats during a service.

Misuse of emergency or SOS features may result in account suspension and reporting to authorities. In life-threatening situations, contact local emergency services (e.g. 112) immediately in addition to using platform safety tools.

You may provide trusted emergency contacts to receive limited trip or safety notifications. By doing so, you confirm you have their consent to share such information.

You will use the Services for lawful purposes and in compliance with applicable laws, and refrain from doing anything we reasonably believe to be disreputable or capable of damaging our reputation. You will comply with all applicable laws of the Republic of India.

You will treat Partners, drivers, and their personnel with respect and will not cause damage to tow trucks, recovery equipment, or vehicles involved in the service. You will not engage in unlawful, threatening, harassing, or abusive behaviour during or in connection with a booking.

TowiGO is not responsible for the behaviour, actions, or inactions of Partners or the condition of equipment or vehicles used to perform the service. Any contract for towing, recovery, or transport is exclusively between you and the assigned Partner, except where TowiGO expressly acts as the service provider.TowiGO is not a party to that contract in its capacity as an intermediary platform.

By using the platform, you acknowledge and agree that you will:

• Use the website or application for your personal booking purposes and not resell access to third parties;
• Not authorise others to use your account;
• Not assign or transfer your account to any other person or legal entity;
• Not use the platform for unlawful purposes, including storing or transmitting unlawful material or engaging in fraud;
• Not cause nuisance, annoyance, or inconvenience to TowiGO, Partners, or third parties;
• Not misuse the platform or attempt to defraud TowiGO, Partners, or third parties;
• Not impair platform operation or use viruses, trojans, worms, time bombs, cancelbots, scraping tools, denial-of-service attacks, spam, or similar means to damage, interfere with, intercept, or expropriate systems, data, or information;
• Not impose an unreasonable or disproportionately large load on platform infrastructure;
• Not copy or distribute the platform or its contents without prior written permission;
• Keep your account credentials secure and confidential, and provide proof of identity when reasonably requested;
• Use only compatible, authorised devices and network access you are permitted to use;
• Not create duplicate or dummy accounts, abuse promotions, manipulate device settings to impair the platform, dispute legitimate charges in bad faith, or falsify documents or records; and
• Not maintain more than one account per user — we may terminate duplicate accounts.

In addition, you will not upload, display, share, host, publish, or transmit any information that:

• Belongs to another person without a right to use it;
• Is harmful, offensive, harassing, obscene, pornographic, invasive of privacy, hateful, racially or ethnically objectionable, disparaging, related to money laundering or gambling, harmful as an online game, or otherwise unlawful, or promotes enmity between groups on grounds of religion or caste with intent to incite violence;
• Infringes patent, trademark, copyright, or other proprietary rights;
• Harms minors or is harmful to children;
• Constitutes unsolicited commercial material (including advertising or marketing) without authorisation;
• Deceives or misleads about origin, or communicates patently false or misleading information, including information identified as fake by a Government fact-check unit in respect of Central Government business;
• Impersonates another person;
• Contains software viruses or code designed to interrupt, destroy, or limit functionality of any computer resource;
• Threatens unity, integrity, defence, security, or sovereignty of India, friendly relations with foreign states, public order, or incites cognizable offences, or is insulting to any nation;
• Relates to non-permissible online games or surrogate promotion of such games; or
• Violates any law for the time being in force.

We may immediately suspend or terminate your access to the platform and stop providing Services if you fail to comply with these rules or violate the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 or other applicable law.

Information, fare estimates, ETAs, and recommendations provided through the website or platform are for general information only and do not constitute professional, legal, or mechanical advice.

We will use reasonable efforts to keep the platform correct and available but do not guarantee that it is free of errors, defects, malware, or viruses, or that content is always accurate or up to date. TowiGO assumes no liability for monetary or other loss arising from delay, failure, interruption, or errors in platform operation.

We are not liable for damages resulting from use of, or inability to use, the platform, including failure or delay in electronic communications, interception or manipulation of communications by third parties, or transmission of viruses.

If you access the platform from outside India, you do so at your own risk and are responsible for compliance with local laws. Availability from another country does not mean the laws of that country govern these Terms. We accept no liability for non-compliance with laws outside India.

Access to the platform or Services may be unavailable, delayed, limited, or slowed due to the inherent nature of the internet and factors including, without limitation:

• Server, network, or hardware failure (including your device), telecommunications lines, or other electronic or mechanical equipment;
• Software failure, bugs, viruses, configuration problems, incompatibility, or firewall and screening programs;
• Overload of system capacities;
• Severe weather, earthquakes, wars, insurrection, riots, civil commotion, acts of God, accidents, fire, water damage, explosions, mechanical breakdown, or natural disasters;
• Interruption of power or utilities, strikes, or labour stoppages (partial or total);
• Governmental or regulatory restrictions, court orders, exchange rulings, or other human intervention; or
• Any other cause beyond our reasonable control.

The quality of towing, recovery, and roadside services arranged through the platform is primarily the responsibility of the Partner who performs the service.TowiGO is not liable for partner conduct, equipment condition, or on-ground service quality. Complaints about a Partner or completed service should be submitted to support@towigo.in within the timelines stated in our grievance section.

THE SERVICES AND PLATFORM ARE PROVIDED STRICTLY ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE FULLEST EXTENT PERMITTED BY LAW, WE MAKE NO REPRESENTATION OR WARRANTY THAT (A) USE OF THE PLATFORM OR SERVICES WILL BE SECURE, TIMELY, UNINTERRUPTED, OR ERROR-FREE; (B) SERVICES WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS; (C) STORED DATA WILL BE ACCURATE OR RELIABLE; (D) QUALITY OF ANY SERVICE OR INFORMATION OBTAINED THROUGH THE PLATFORM WILL MEET YOUR EXPECTATIONS; (E) DEFECTS WILL BE CORRECTED; OR (F) THE PLATFORM OR SERVERS ARE FREE OF VIRUSES OR HARMFUL COMPONENTS. ALL CONDITIONS, REPRESENTATIONS, AND WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE — INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT — ARE EXCLUDED TO THE MAXIMUM EXTENT PERMITTED BY LAW. YOU ACKNOWLEDGE THAT THE ENTIRE RISK ARISING FROM USE OF THE PLATFORM AND SERVICES REMAINS WITH YOU.

To the fullest extent permitted by law, TowiGO, its directors, officers, employees, affiliates, agents, and licensors shall not be liable for any direct, indirect, incidental, punitive, special, or consequential damages — including loss of profits, data, vehicle damage, or personal injury — arising from your use of the Services, acts of independent Partners, or reliance on estimates, ETAs, or automated features.

TowiGO shall not be held responsible for damage occurring during towing, recovery, or roadside assistance where such risk is inherent to the service, except where caused by proven gross negligence of TowiGO or its directly employed personnel. Independent Partners remain responsible for services they perform subject to applicable law and partner agreements.

TO THE FULLEST EXTENT PERMITTED BY LAW, TOWIGO'S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICES SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO TOWIGO FOR THE SPECIFIC BOOKING GIVING RISE TO THE CLAIM, OR (B) INR 1,000 (RUPEES ONE THOUSAND ONLY), EXCEPT WHERE LIABILITY CANNOT BE LIMITED UNDER APPLICABLE CONSUMER PROTECTION LAWS.

You agree to defend, indemnify, and hold harmless TowiGO, its affiliates, officers, directors, employees, and agents from any claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising from:

• Your breach of these Terms or applicable law;
• Your misuse of the platform or Services;
• False, misleading, or unauthorised booking or vehicle information provided by you;
• Disputes between you and a Partner, except to the extent caused by TowiGO.

All content on the TowiGO platform — including logos, text, graphics, software, AI models, and design — is owned by or licensed to City Vogue Pvt Ltd.You may not copy, reproduce, distribute, reverse-engineer, or create derivative works without prior written consent.

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable licence to access and use the platform for personal booking purposes.

You grant TowiGO a limited licence to use feedback, ratings, and service-related content you submit for operating and improving the Services. You retain ownership of your personal data as described in our Privacy Policy.

Your use of the Services is also governed by our Privacy Policy, which explains how we collect, use, and protect personal information including location, device identifiers, and payment data.

We may use cookies and similar technologies on our website to recognise your device, improve performance, and analyse usage. You can manage cookie preferences through your browser settings; blocking cookies may limit certain features.

These Terms remain in effect while you use the Services. You may stop using the Services and request account deletion at any time, subject to legal retention requirements.

TowiGO may suspend or terminate your access immediately if you breach these Terms, misuse the platform, provide fraudulent information, or if required by law. We are not obliged to provide advance notice in cases involving fraud, safety, or legal risk.

Reservation of rights. Without prejudice to any other right or remedy available to it, TowiGO reserves the right, in its sole and absolute discretion, to suspend, restrict, or terminate any account, or any person's access to the Services, at any time, with or without cause and with or without prior notice. To the fullest extent permitted by applicable law, TowiGO shall not be liable to any person for the exercise of this right. Any amount due to or from you at the time of suspension or termination shall be settled in accordance with these Terms and applicable law. Nothing in this clause limits any right that you have under law and that cannot be excluded by agreement.

Driver partners. Subject to the driver partner agreement and applicable local laws, TowiGO may terminate or deactivate a driver partner's account and partnership at its discretion. Where a driver partner breaches the driver partner agreement, these Terms, or the community guidelines, TowiGO may suspend the account immediately and without prior notice, and the driver partner may appeal the suspension afterwards as set out below. Where there is no breach, TowiGO may end the partnership on seven (7) days' advance written notice. This paragraph does not limit TowiGO's right to suspend or restrict an account under the reservation of rights above. Without limitation, the following are grounds for immediate suspension, deactivation, or termination:

• Community guidelines. Low ratings, a high cancellation rate, rude or discriminatory behaviour, or safety complaints;
• Fraud and manipulation. Fraudulent activity, demanding or accepting cash or other payment outside the app, forcing or inducing customers to cancel, or use of an unauthorised account — which may result in immediate suspension or permanent removal;
• Documents and legal requirements. Failure to maintain a valid driving licence, vehicle registration, insurance, or background-check clearance, which may result in temporary or permanent loss of access.

Appeal after suspension. A suspension takes effect immediately. The driver partner may appeal it afterwards by writing to support@towigo.in or through the in-app Review Center where it is available, and may submit supporting evidence such as audio or video recordings. TowiGO will consider an appeal in good faith, and the suspension remains in effect while an appeal is pending unless TowiGO decides otherwise. An appeal is available for a deactivation that lasts longer than seven (7) days, and is not available where the deactivation arises from a severe safety or legal issue.

These Terms are governed by the laws of India. Subject to applicable consumer protection laws, courts at Bengaluru, Karnataka shall have exclusive jurisdiction.

Before initiating formal proceedings, you agree to contact us at support@towigo.in to attempt good-faith resolution within fifteen (15) days.

If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator mutually appointed by the parties. The seat and venue of arbitration shall be Bengaluru, Karnataka. Proceedings shall be conducted in English. The arbitral award shall be final and binding.

We may update these Terms from time to time. Changes take effect when published on this page with an updated “Last updated” date. Material changes may be communicated through the app, email, or prominent notice on our website. Continued use of the Services after updates constitutes acceptance of the revised Terms.

Complaints about the platform, billing, or a specific booking should be reported to customer support as soon as possible — ideally within twenty-four (24) hours of the incident. Criminal or safety matters should be reported within seventy-two (72) hours where feasible.

Grievances relating to data protection are handled by our Grievance Officer under the Privacy Policy. We aim to acknowledge complaints promptly and resolve them within applicable statutory timelines.

Questions about these Terms should be sent to:

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