1. About These Terms
These Company Terms of Service govern the towing or roadside-assistance business ("the Company") accessing and using the ProTow software service, including the Company Console, dispatch tools, driver management, job management, communications features, media features, invoicing and payment workflows, and related services.
ProTow provides software used by towing and roadside-assistance businesses to run their operations.
By accessing or using the ProTow Company Console, the Company agrees to these Terms and acknowledges the ProTow Privacy Policy.
If the Company has signed an agreement with ProTow, such as a pilot agreement, and that agreement directly conflicts with these Terms, the signed agreement prevails to the extent of the conflict.
Individual drivers using the Driver Console are separately subject to the ProTow Driver Terms of Use.
2. Company Account and Authorized Users
The Company is responsible for its ProTow account and for the people it authorizes to use it, including console users and drivers.
The Company is responsible for ensuring its authorized users are permitted to access the information they can reach through ProTow, and for promptly removing access for people who should no longer have it.
When the Company removes a driver:
- the driver's access ends immediately;
- ProTow deletes the driver's record, including the driver's latest location and Job Alert subscriptions;
- ProTow returns the driver's active jobs to the Company for reassignment;
- job and invoice records keep the details the Company needs for its records, such as the driver's name and the truck on past jobs;
- the driver's account with ProTow's sign-in provider is deleted after a 90-day recovery period, unless it must be kept for a legal reason or is still needed for another active ProTow role; and
- the driver's record of accepting the Driver Terms is kept for seven years after the driver leaves.
3. ProTow's Role
ProTow provides dispatch, automation and operational software.
ProTow does not itself perform towing, recovery, roadside-assistance or storage services, employ or supervise the Company's drivers or other personnel, or independently assume responsibility for the Company's towing operations.
The Company remains responsible for how it configures and uses ProTow's dispatch and automation features, and for the operational decisions that result from that configuration and use.
ProTow does not set the Company's prices, taxes, discounts or refund decisions for its own customers.
4. The Company's Responsibility for Its Operations
The Company remains solely responsible for its own:
- towing, recovery and roadside-assistance operations;
- drivers, employees, contractors and other personnel;
- Units, vehicles and equipment;
- customer service and customer relationships;
- pricing, taxes, discounts and refunds;
- licensing, permits and insurance;
- workplace, employment and contractor matters;
- regulatory and legal compliance; and
- decisions about how towing and roadside work is performed.
Decisions made by the Company or its personnel remain the Company's decisions, whether or not ProTow software was used to record, communicate, automate or coordinate them.
5. Drivers, Personnel, Units and Equipment
The Company is responsible for who it assigns to a job and for the Units and equipment used.
Driver, Unit and assignment information shown in ProTow reflects what the Company and its users have entered, or what the software has recorded from their use of it.
ProTow does not verify a driver's qualifications, licensing, insurance or fitness to perform work.
6. Dispatch and Job Information
ProTow records and displays job information such as service type, customer details, pickup and destination, vehicle information, notes and job status.
The accuracy of job information depends on what is entered or supplied by the Company, its users, its customers or callers.
The Company is responsible for confirming job details before acting on them where accuracy matters.
7. Location and GPS
The Driver Console collects a driver's location automatically while the driver's status is On Duty, Active, Assigned, En Route, On Scene or In Tow, only while the Driver Console is open and visible on the driver's device and location permission is allowed. Location is not collected while a driver is Off Duty or Inactive.
ProTow uses driver location for operational purposes: supporting dispatch decisions, ranking drivers for automatic dispatch, and estimating distance and arrival time. ProTow stores only each driver's most recent location.
Automatic dispatch may use a driver's current or last-known location, even if it is old or imprecise. Age and accuracy reduce the weight a location is given; they do not, by themselves, make an otherwise eligible driver ineligible.
Location accuracy depends on the driver's device, network and operating-system permissions, and may be unavailable, delayed or imprecise. Location may not be updated while the Driver Console is hidden, closed or locked.
Each driver is shown how location works and must accept the Driver Terms before using the Driver Console. The Company remains responsible for any notice, consent or other obligation that applies to driver location information under its own employment or contractor arrangements and the laws that apply to it.
8. Photos, Video and Media
ProTow allows photographs and short videos to be captured and stored in connection with jobs.
The Company is responsible for how its personnel use media features and for the content they capture.
Media is stored privately and is made available through the service to authorized users.
How long media is kept:
- Job photos and videos, from drivers and from customers through a job's photo link, are kept for about seven years after upload and are then automatically deleted from storage. The rest of the job record is not deleted at that time.
- Invoice signatures and scrap-vehicle photos are kept for seven years, unless a longer period is legally required.
- These periods are ProTow's retention policy. The Company is responsible for keeping its own copies of any media it needs for longer.
Who can delete media:
- Drivers can permanently delete media they uploaded to jobs they are authorized to work on.
- Customers can permanently delete media they uploaded through their media link while that link is valid.
- The Company can permanently delete an archived job, together with its media, only when the job is at least seven years old and has no invoice.
9. Customer Signatures
ProTow allows a signature to be captured in connection with an invoice or job and displayed on the resulting invoice or receipt.
The Company is responsible for deciding when a signature is collected and for what it represents in its own business and legal arrangements.
ProTow does not determine the legal effect of a signature captured through the service.
10. Invoicing
ProTow provides invoicing functions, including draft invoices, finalization, invoice numbering, printed and PDF documents, and delivery of an invoice link to a customer.
Invoice links sent to customers remain valid for 90 days after they are issued.
Invoice content reflects the charges, taxes, discounts and details the Company enters or configures.
The Company is responsible for the accuracy and correctness of its invoices and for any tax treatment they reflect.
11. Customer Card Payments and Stripe
If ProTow makes customer card payments available to the Company, those payments are processed through the Company's own connected Stripe account.
Customer card charges are processed for the Company on that connected account. The Company is the merchant and the service provider to its customer.
Card payments are subject to Stripe's own terms and requirements between the Company and Stripe, including onboarding, verification and payout arrangements.
Card details are entered on Stripe's hosted payment page. ProTow does not receive or store customer card numbers or card security codes.
ProTow does not currently charge an application fee on customer card payments processed through the Company's connected account.
The Company is responsible for its own pricing, taxes, discounts, refunds, chargebacks and disputes, and for any decision to issue or decline a refund to its customers.
ProTow provides the software and payment workflow; it does not hold, disburse or reconcile the Company's funds.
12. Free Trial, Plans and Billing
A new Company receives a free trial of ProTow for 60 days. ProTow does not charge the Company during the trial.
Paid service begins only after the Company chooses and accepts a paid plan. A paid subscription renews at the end of each billing period for the period the Company selected, until it is cancelled under section 22.
ProTow's fees are separate from customer card payments processed through the Company's connected Stripe account.
13. Communications
ProTow sends and receives communications as part of the service, including SMS, email and telephone interactions with the Company's customers, drivers and staff. The Company's ProTow phone number is used for these calls and texts (see section 21).
Texts sent through ProTow identify the Company. A recipient can reply STOP to stop further texts from the Company's ProTow number and START to resume them, and HELP for help. ProTow honours these replies.
The Company is responsible for ensuring it is permitted to contact the people it communicates with through ProTow, and for the content of messages its users send.
Carrier, network and provider limitations may affect the delivery or timing of any message.
14. Automated and AI-Assisted Features
ProTow includes automated features, such as automated dispatch workflows.
If the Company enables Email Dispatch, ProTow stores dispatch emails sent to the Company's ProTow intake address, as described in the ProTow Privacy Policy. The original email is scheduled for automatic deletion after 30 days. ProTow records intake information and a processing status for each email, and keeps those records for one year. Where ProTow supports the email format used by the sending provider, it may also read dispatch details from the email for review. An email in an unsupported format is marked unsupported and does not populate structured dispatch or job fields. ProTow does not currently create jobs from email.
ProTow also includes artificial-intelligence-assisted features. AI may assist telephone intake and the interpretation of information supplied during call intake. Each automated call begins with a short notice that the caller is speaking with an automated AI assistant and that the call may be transcribed.
Automated and AI-assisted output may be incomplete or incorrect. The Company is responsible for reviewing and confirming information before relying on it operationally, and for how it configures and uses these features. These features assist the Company's people; they do not replace the Company's judgment.
15. Third-Party Services
ProTow relies on third-party service providers to operate, as described in the ProTow Privacy Policy.
Interruption, change or failure of a third-party service may affect the availability or behaviour of related ProTow features.
16. Information the Company Provides
The Company is responsible for the information it and its users enter into ProTow, including information about customers, vehicles, jobs, pricing and personnel.
The Company is responsible for having the authority to provide that information and for its accuracy.
17. Account Security
The Company is responsible for maintaining the security of its account credentials and those of its users.
The Company should notify ProTow promptly if it becomes aware of unauthorized access to its account.
18. Prohibited Use
The Company and its users must not:
- use ProTow unlawfully or for an unlawful purpose;
- attempt to access another company's data;
- attempt to defeat, probe or interfere with the service's security, authentication or rate-limiting controls;
- interfere with or disrupt the service or its infrastructure;
- misuse communications features, including sending messages the recipient has not permitted; or
- use the service to harass, threaten or endanger any person.
19. Intellectual Property
ProTow and its software, interfaces, content and branding remain the property of ProTow. These Terms do not transfer ownership of ProTow to the Company.
Information the Company enters remains the Company's information as between the Company and ProTow, and ProTow processes it to provide the service.
20. Service Availability and Changes
ProTow may update, change, add or remove features.
The service may be unavailable at times, including for maintenance, third-party failures or circumstances outside ProTow's control.
ProTow does not guarantee uninterrupted or error-free operation.
21. Phone Numbers
ProTow provides the Company with one or more phone numbers for calls and texts through ProTow's telecommunications provider, and records whether each number was purchased by ProTow for the Company's use or ported in by the Company from another provider.
While the Company's account is active or suspended, its numbers stay assigned to it. Suspension does not release or change them.
After cancellation takes effect, ProTow holds the Company's numbers for a 90-day holding period.
Numbers the Company ported in:
- ProTow never voluntarily releases a number the Company ported in.
- The Company may ask ProTow to port such a number out to another provider.
Numbers ProTow purchased:
- A ProTow-purchased number may be ported out to another provider where the Company's account obligations are resolved, the telecommunications provider's requirements and applicable rules permit the transfer, and ProTow approves and completes the manual port-out process.
- If the holding period has ended but the number has not yet been released, ProTow may still complete an approved port-out.
- After the holding period, ProTow may release a ProTow-purchased number that has not been ported out.
ProTow does not charge a fee for porting a number out. Where a telecommunications provider charges a cost for the transfer, ProTow may pass that cost through to the Company.
Releases and port-outs are carried out manually by ProTow through its telecommunications provider; they are not automatic. ProTow cannot guarantee that a released number can be recovered. Once a number has been released or ported out, the cancelled account can no longer be reinstated.
22. Suspension, Cancellation and Reactivation
The Company's account is active, suspended or cancelled. A suspended account can be reactivated. A cancelled account has ended, and the holding period in section 21 applies.
ProTow may suspend or cancel the Company's account where reasonably necessary, including for non-payment, a security risk, unlawful use or a breach of these Terms.
ProTow may suspend the account immediately where reasonably necessary because of a security compromise, suspected fraud, unlawful use, a legal requirement, or a serious risk to ProTow, its users or the public. Otherwise, ProTow avoids interrupting jobs that are Assigned, En Route, On Scene or In Tow, and ordinarily delays a suspension or cancellation while active or recently started jobs, calls or other operational work are in progress, so that the change happens cleanly. Every override of that protection is recorded in ProTow's audit records.
While the account is suspended or cancelled:
- the Company's users and drivers cannot use the Company Console or the Driver Console, and existing sign-ins stop working and do not resume;
- ProTow stops automatic dispatch, assignment reminders and timeouts, and driver Job Alerts for the Company;
- ProTow stops sending texts on the Company's behalf, calls to the Company's ProTow number hear that the call cannot be connected, and texts to it receive a reply that the number is not currently active;
- customers can still view and pay finalized invoices through valid invoice links, and ProTow continues to record payment results, including notifications received from Stripe;
- customers can still view media through valid media links and delete media they uploaded, but cannot upload new media, share their location or request a PIN; and
- the Company's information remains stored (see section 23).
ProTow may reactivate a suspended account. After reactivation, users and drivers must sign in again, and jobs that were waiting for automatic dispatch become eligible for it again.
The Company may cancel by sending a clear written request to info@protow.ai. Stopping use of the service does not cancel the account and does not end the Company's payment or other obligations. Cancellation of a paid subscription takes effect at the end of the current paid billing period, and the subscription does not renew after that. Cancellation during the free trial takes effect when ProTow confirms it.
ProTow does not give prorated refunds for a partly used paid billing period, except for a billing error, where applicable law requires a refund, or where ProTow ends the service without cause.
During the 90-day holding period after cancellation, ProTow may reinstate the account, but reinstatement is not automatic. It requires ProTow's approval and the resolution of the reason for cancellation and of any outstanding payments, security concerns and compliance issues. Reinstatement is not available once any of the Company's numbers has been released or ported out, or after the holding period ends.
23. Information After Cancellation
Cancellation stops the service. It does not indiscriminately erase the Company's business records.
Jobs, invoices, payment records, media, messages and other records remain stored and continue to be handled under the ProTow Privacy Policy, including its retention periods, and under applicable invoice, dispute, security, retention and legal obligations, until the applicable retention period ends.
ProTow does not provide a self-service data export. Before or around cancellation, the Company may ask ProTow for a reasonable manual export of its data, which ProTow provides where it is technically available.
ProTow keeps records of changes to the Company's account status and of decisions about its phone numbers for seven years. Each record identifies who made the change (a ProTow operator, a script or a system process), when it happened, and, depending on the action, details such as a reason. These records are designed not to be altered.
24. Privacy
The ProTow Privacy Policy describes how personal information is processed through the service and applies to the Company's use of ProTow.
Some information processed through ProTow is supplied or controlled by the Company, and the Company is responsible for the privacy decisions it makes about its own personnel, customers and records.
25. Service Disclaimer
ProTow is provided on an "as is" and "as available" basis.
ProTow does not warrant that the service will be uninterrupted or error-free, or that information displayed will always be accurate, complete or current.
The Company is responsible for its own operational decisions and for verifying information where accuracy matters.
26. Limitation of Liability
To the extent permitted by applicable law, ProTow is not liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, business or data, arising out of or relating to these Terms or the service.
To the extent permitted by applicable law, ProTow's total liability arising out of or relating to these Terms or the service is limited to the greater of the fees the Company paid ProTow for the service in the 12 months before the event giving rise to the claim, or CAD $100.
These limits do not apply to liability that cannot be limited or excluded under applicable law.
27. Indemnity
The Company will defend, indemnify and hold harmless ProTow and its personnel from third-party claims, and related losses and reasonable costs, arising out of:
- the Company's towing, recovery, roadside-assistance or storage operations;
- unlawful use or misuse of the service by the Company or its users;
- unlawful content or information the Company or its users provide through the service; or
- the Company's violation of applicable laws or regulations.
28. Responsibility for Towing Operations
ProTow is not responsible for the Company's towing, recovery, roadside-assistance or storage operations, for the acts or omissions of the Company's personnel, or for the Company's business, pricing, tax, refund, employment or compliance decisions.
29. Changes to These Terms
ProTow may update these Terms as the service or applicable requirements change. The current version and effective date are shown on this page.
For a material change, ProTow will give the Company reasonable advance notice and, where appropriate, ask the Company to accept the updated Terms rather than relying only on continued use.
Where the Company has a signed agreement with ProTow, changes apply as that agreement provides.
30. Governing Law and Venue
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario.
Subject to any applicable mandatory law, the courts located in Ontario have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the service.
31. Contact
Questions about these Terms may be sent to:
ProTow
Email: info@protow.ai
Support: support@protow.ai