TowTow.ge › Terms of Service

Terms of Service

Last updated: 2026-09-27

These terms govern the use of TowTow.ge (the "platform"). They apply both to customers who call a tow truck or roadside help and to operators who perform that service. Georgian law applies. The Georgian text is authoritative; the English and Russian texts are translations.

Who we are

Name: [to be added before launch]. Identification code: [to be added before launch]. Address: [to be added before launch]. Phone: [to be added before launch]. Email: [email protected]. Website: towtow.ge.

1. In short

• The platform connects a customer with an independent, verified operator. The operator performs the service, not the platform.
• The price is computed from the operator's vehicle tariff. You see it before sending the request; it includes all taxes and after payment it can only go down.
• You pay the full price up front when you choose an offer. The exact location, both phone numbers and the chat are shown to the parties only after payment.
• If the operator cancels or does not arrive and no other operator takes the job, you get a full refund.
• In an accident, injury or any danger, call 112 first. TowTow.ge is not an emergency service.

2. Definitions

• "Customer": a person who calls a tow truck or roadside help through the platform.
• "Operator": an individual or company registered on the platform, verified by the administration, that performs the service in its own name. Its members are the owner, dispatchers and drivers.
• "Request": the customer's application — location, service, vehicle class, conditions and, for a tow, the destination.
• "Offer": an operator's agreement to perform the request at the price computed from its vehicle's tariff.
• "Order": the contract between customer and operator, concluded when the customer chooses an offer and pays.

3. Account

• You must be 18 or older to use the platform.
• Give accurate details when you register and keep your password secret. You are responsible for actions taken with your account unless it was used against your will and you told us promptly.
• Your account is a TowTow.ge account: you sign in with your phone or email and password.
• We may suspend or close an account only for a reason: fraud or attempted fraud, false details, a threat to others' safety, or a material or repeated breach of these terms. We tell you the reason; you can appeal through the support chat or by email.
• You can close your account at any time. Obligations for orders already paid remain.

4. Role of the platform

• The platform is not a towing or transport service provider. The service contract is between the customer and the operator.
• When taking payment, the platform acts only in the operator's name and on its instructions, as its agent (Civil Code Arts. 709–722). Paying the platform discharges your payment obligation to the operator.
• We check operators and their vehicles (documents and photos) before they can go on duty. The check reduces risk but does not relieve the operator of responsibility for the service.

5. Request, offer and conclusion of the contract

• Steps: 1) location — phone GPS, a pin on the map or an address; 2) service; 3) vehicle class; 4) conditions (wheels turn, goes into neutral, keys available, accident, underground parking, ditch or mud); 5) destination (for a tow); 6) optionally a photo and a note.
• Before sending the request you see the price, or the price range of the operators able to take it at that moment. If there are none, we tell you so.
• Nearby verified operators on duty receive the request. Each sees the price computed from its own tariff and only accepts or skips. Operators cannot bargain or change the price.
• Offers show the price, the distance to you, the rating, vehicle type and photo. You choose one and pay.
• Before paying you can correct anything by going back. The payment button states that pressing it creates an obligation to pay.
• The contract is concluded when payment is confirmed. You receive the confirmation at once in the app and by SMS or email. The order is stored in your account and is available at any time.
• A chosen but unpaid offer lapses after a few minutes (the time is shown) and you can choose another.
• If no operator takes the request, we tell you. We may show phone numbers of partner operators — they are marked as partners, you contact them directly and the platform is not a party to that relationship.
• A scheduled order works the same way. Offers close 12 hours before the booked time, or when you choose one.
• The platform is available in Georgian, English and Russian. The contract language is Georgian.

6. Price and payment

• The price is computed automatically from the tariff of the operator's specific vehicle: a call-out fee (including the first kilometres shown on screen), a price per additional kilometre and a flat price for on-site help. Day and night (22:00–07:00) tariffs differ. Distance is measured along the road route.
• The price is in GEL and includes all taxes and the platform commission. There are no extra charges, including for paying by card.
• You pay by card on the secure page of Keepz, a licensed payment service provider. We never see or store card details.
• After payment the price can only go down. If the job turns out smaller (for example, the problem is solved on site without towing), the operator may lower the final price and the difference is refunded. The price is never increased.
• Promo codes come out of the platform commission; the operator is paid in full.
• Referral programme: an invited user gets ₾10 off their first paid order (at most half the order price). The inviter receives ₾10 credit once the invited user pays for and completes a first order of at least ₾20. Credit is spent at checkout, at most ₾10 per order, is not paid out in cash and returns to the balance if the order is cancelled. Using your own code or inviting through fake accounts voids the credit.

7. Performing the service

• After payment you see the driver's name and photo, the vehicle photo and plate, its live position, the phone number and the chat. You can share a link with someone close to you that shows the truck's position, plate and driver name until the order is completed.
• Before loading, the driver photographs the vehicle from all four sides, and once more at delivery. The photos record the vehicle's condition at acceptance and delivery (Civil Code Art. 676) and are available to both parties in a dispute.
• The customer confirms that they own the vehicle or are entitled to have it moved; is at the vehicle or reachable; provides keys and documents where needed; and removes valuables from the vehicle.
• The operator may refuse to perform if it is unsafe, unlawful, or the situation on site differs materially from the request. Section 8 then applies.
• The service is delivered when the driver hands over the vehicle (tow) or finishes the on-site help and you confirm it. If you neither confirm nor raise an issue within 24 hours, the order is treated as completed. This does not limit your right to complain later (section 10).
• After completion both parties rate each other. Ratings must reflect a real experience.

8. Cancellation and refunds

• Cancelling a request before payment is always free.
• After payment, the conditions for cancellation by the customer (including any fee) are shown before payment, on the offer screen. If no fee was shown there, you get a full refund.
• If the operator cancels or does not arrive, the request is sent to other operators again. If nobody takes it — or you cancel yourself — you get a full refund.
• Refunds go back to the same card through Keepz. We start the refund without delay and no later than 14 calendar days; when it appears in your account depends on your bank.
• Right to withdraw from a distance contract within 14 days: by placing an order you ask for the service to start immediately and acknowledge that you lose this right once the service has been fully performed (Consumer Rights Protection Law Art. 14(2)(a)). Before that you can cancel under this section.

9. Liability

• The operator is responsible for the service and for the vehicle from acceptance to delivery (Civil Code Arts. 686–687). Damage claims go to the operator. The platform helps with the photos, the order history, the chat record and contact with the operator.
• The platform is responsible for its own obligations: the app working, processing payments and refunds correctly, and protecting personal data.
• Nothing in these terms limits the platform's or the operator's liability for harm caused intentionally or through gross negligence, or for harm to life or health.
• We aim to keep the platform running, but technical interruptions can happen. If a paid order cannot be performed because of our fault, you get a full refund.
• TowTow.ge is not an emergency service. In an accident, injury or any danger, call 112.

10. Complaints and disputes

• You can complain through the support chat or at [email protected]. We reply within 10 working days.
• For consumer-rights matters you can contact the Georgian Competition and Consumer Protection Agency (gcca.gov.ge · 1520); for personal data, the State Audit Office (pdp.sao.ge · [email protected] · +995 32 243 81 81).
• These terms are governed by Georgian law. Disputes are settled by negotiation, by mediation if both parties wish, and otherwise by the courts of Georgia with jurisdiction under the Civil Procedure Code.

11. Terms for operators

• An operator may be an individual or a company. It registers its name, bank account (IBAN), tax status and number, base address and documents, and keeps them accurate and up to date.
• The operator's owner can invite dispatchers and drivers by phone number. Each uses their own account.
• Every vehicle is checked by the administration before it can go on duty (type, maximum weight, plate, photos, registration certificate).
• An operator is not an employee of the platform. It decides when to be on duty and which requests to accept.
• The operator sets its own day and night tariff for each vehicle, within the minimum and maximum bounds set by the administration. The tariff is the price the customer pays. The market-comparison notice is information only. The price of a single order cannot be changed or negotiated; the operator only accepts or skips.
• Once chosen and paid, the operator must: set off promptly; upload 4 photos of the vehicle before loading and 1 at delivery; keep the app open during the order so the location is shared; use the customer's data only for that order and pass it to no one.
• Cancelling or not arriving entitles the customer to a full refund and lowers the operator's reliability score. Repeated cases are grounds for suspension.
• The platform commission is 20% of the order price. The operator receives the price less the commission; promo codes do not reduce this amount. Money is paid to the operator's IBAN for completed orders by bank transfer, and each transfer names the orders it settles. It is the handover of money received in the operator's name, not a salary.
• The operator handles its own taxes. If the law makes the platform a tax agent, we will withhold the amount due and tell the operator in advance.
• While on duty, the operator's driver receives SMS for matching requests. These are service messages, not advertising. An SMS never contains the customer's exact location or phone number.

12. Prohibited conduct

• Fake accounts or details; fraud; fake ratings; abuse or threats; moving someone else's vehicle without the owner's permission; misusing the share link or other people's data; attempting to disrupt the platform.

13. User content

• The author is responsible for content in chats, ratings and photos. We do not check content in advance; we remove unlawful content as soon as we are told about it (Electronic Commerce Law Art. 13). Report it through the support chat or by email.

14. Changes to these terms

• We change the terms only for a reason: a change in the law, a new or changed feature, or security. We announce material changes 14 days in advance in the app or by email and give the reason. If you do not agree, you can close your account. Changes do not apply to orders already paid.