Roadside Wichita Customer Service Policy and Terms

Effective Date: December 1, 2024
Last Updated: 27 June 2025

Our Commitment

At Roadside Wichita, we are dedicated to delivering prompt, friendly, and professional roadside assistance to every customer. To ensure a safe, efficient, and positive experience, the following policies apply to all service requests.

1. Requesting Assistance

• Service Request Process:
  Customers may request assistance by calling our dedicated line at (316) 217-4911.
• Information Collection:
  During your call, our dispatcher will collect:
• Your name and contact information.
• The location of the vehicle needing assistance.
• The type of assistance requested (fuel delivery, jump start, tire change, lockout).
• Vehicle details (make, model, and color) for identification.

2. Credit Card Collection and Payment Options

• Credit Card Collection:
  A valid credit card is required at the time of your call to confirm your service request.
• Alternative Payment Methods:
  Customers wishing to pay by cash or other methods may do so at the time of service. The credit card on file will only be charged if no other payment is provided.
• Authorization for Charges:
  By providing credit card information, you authorize Roadside Wichita to:
• Charge the full amount for any completed service.
• Apply a cancellation fee if your request is canceled after the grace period.

3. Dispatch and Arrival Process

• Dispatch Time:
  After your information and payment are confirmed, a dispatcher will assign a driver to your location.
• Estimated Arrival:
  You will receive an estimated time of arrival (ETA), which is an approximation and may be impacted by traffic, weather, or unforeseen events.
• Driver Communication:
• Pre-Arrival Update: For ETAs over one hour, you will receive a call or text 10–15 minutes before arrival.
• Locating Your Vehicle: If the driver cannot locate your vehicle, they will contact you for clarification.
• Arrival Notification: If you are not present upon arrival, the driver will attempt to reach you.

4. Cancellation Policy

• 10-Minute Grace Period:
  You have 10 minutes after placing your request to cancel without a fee.
• Cancellation Fee:
  If you cancel after 10 minutes, a $25 cancellation fee will be charged.
• How to Cancel:
  Call (316) 217-4911 and speak to a dispatcher to confirm your cancellation.

5. Service-Specific Requirements

• Lockout Services:
  For security, you must present a valid driver’s license or ID before we unlock a vehicle.
• Tire Change Services:
• You must have a spare tire in good condition (free of visible damage, adequate tread, properly inflated).
• If the spare is unsafe, the driver will not install it, and the full fee will still apply.

6. Service Completion and Payment

• Payment Collection:
  After service is completed, you may pay with cash, credit, or another accepted method. If no payment is provided, your credit card will be charged.
• Receipt:
  Receipts are sent by email or text, based on your preference.
• Refund Policy:
  Due to the nature of roadside assistance, refunds are not typically issued after a service is performed. Exceptions are at the sole discretion of Roadside Wichita.

7. Customer Conduct Policy

• Your Safety and Ours: Respectful Service

We are committed to a safe, professional environment for customers and employees. All interactions must be courteous and respectful.

• We do not tolerate:
• Threatening, intimidating, or violent behavior.
• Verbal abuse (yelling, swearing, personal insults).
• Harassment in any form, including discriminatory remarks or conduct.
• Physical assault or attempts to cause harm.
• Damage to our equipment or vehicles.
• If a customer engages in any of these behaviors:
• Service may be immediately discontinued without refund.
• We reserve the right to permanently refuse future services at our sole discretion.
• In cases involving threats, violence, or criminal acts, we will notify law enforcement.
• Charge Disputes:
  If a service is terminated due to misconduct, we may provide evidence (including call recordings or driver statements) to your payment provider to contest any chargebacks.

Our team has the right to leave any scene where they feel unsafe. Thank you for treating our team with the respect they extend to you.

8. Roadside Safety and Emergencies

• Safety Protocols:
  Our technicians follow strict safety protocols. Service may be delayed or refused if conditions are unsafe.
• Emergency Situations:
  Roadside Wichita is not an emergency response provider. If you are in immediate danger, call 911 first.
• Hazard Delays:
  Adverse weather or hazards may delay service. We will keep you informed and provide updated ETAs.

9. Liability Waiver

Roadside Wichita uses industry-standard equipment to provide safe, damage-free service. By accepting service, you agree to hold Roadside Wichita harmless for minor damage that may occur during routine service unless caused by gross negligence (defined as conduct demonstrating reckless disregard for safety).

10. Customer Responsibility and Preparedness

• Vehicle Accessibility:
  You are responsible for ensuring your vehicle is accessible and parked on stable, level ground. If service cannot be safely performed, you may be asked to relocate the vehicle, or the full fee may still apply.
• Pets and Personal Belongings:
  Please secure any pets and remove belongings as needed to provide a safe work area.
• Customer Compliance:
  Customers are expected to comply with reasonable instructions provided by our technicians. Failure to do so may result in service being discontinued without refund.

11. Wait Times and Abandonment

• Availability:
  Please remain at or near your vehicle unless otherwise arranged. If you cannot be reached within 10 minutes of arrival, the service may be considered canceled and the cancellation fee applied.
• Extended Wait Time:
  If wait times exceed the initial ETA due to unforeseen circumstances, you will be informed and may choose to wait or cancel without penalty.

12. Privacy and Recordings

Calls may be recorded, and photos or video may be taken of your vehicle and service for training, documentation, and dispute resolution.

13. Policy Updates

Roadside Wichita reserves the right to update or amend this policy at any time. The latest version is always available at www.roadsidewichita.com.

14. Contact Information

Questions about this policy or your service?

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 safely and professionally.