Terms of service

This service is operated by Charlotte Metro Towing, LLC. Our operating yard is in Charlotte, NC.

Some jobs are carried out by approved partner operators rather than our own trucks. When that happens you get the same quote, the same tracking and the same photographic record, and we remain your point of contact for the job.

Every price is calculated by our pricing system from the service, the vehicle, the route distance and the time of day. It is itemised, and you see it in full before you accept anything. A quote holds for 30 minutes while you decide.

If the driver arrives and finds work that was not in the quote — a wheel that will not roll, a vehicle that has to be winched before it can be loaded — you are given a revised quote to accept or decline before that work starts.

Tolls, gate charges and disposal costs are passed on at what they cost us. They are never marked up and never discounted.

Payment is normally taken when the job is complete. Some job types and some accounts require payment to be authorised before a truck is dispatched, and where that applies the request flow tells you before you accept.

You can cancel free of charge within 10 minutes of accepting a quote. After that, if a driver is already travelling to you, a cancellation charge covers the trip they made. The amount is shown on your job.

If nobody is with the vehicle when the driver arrives and we cannot reach you, the job is closed as a no-show and a call-out charge applies for the trip. Call us and we will send a truck again whenever you are ready.

You confirm that you are entitled to ask for the vehicle to be moved or opened. For a lockout we ask for photo identification and proof that the vehicle is yours, and we will not open a vehicle without them.

For most jobs you, or someone you nominate, needs to be with the vehicle and have the keys. Tell us in the request if that is not possible and we will work out what can be done.

Please tell us honestly what the vehicle is and what is wrong with it. Sending the wrong truck costs you time you do not have.

On a tow we photograph the vehicle at pickup and at drop-off, and around the work area for tire changes and recoveries. Those photographs are attached to the job so the condition of the vehicle is a matter of record rather than a matter of memory.

If you believe something was damaged during a job, tell us as soon as you notice and reference the job. We will look at the photographs with you.

A driver may decline or stop work where continuing is unsafe, where the vehicle cannot be moved or opened without causing damage, or where they have reason to believe the request is not legitimate. We would rather tell you no than force something.

Recovery work is charged by the time it takes. The driver agrees the cost with you on scene, before starting, and photographs the scene so the time billed is evidenced.

We may update these terms. The version published here is the one that applies to jobs booked from the moment it is published. These terms are governed by the law of NC.