Terms of Use

In these Terms, the following terms shall have the meanings set out below:

• “Platform” means the digital system provided by Roadial, including the website through which the User may order towing and repair services performed by Service Providers.
• “Terms” means these Terms of Use.
• “Force Majeure” means an exceptional and unforeseeable external event beyond a party’s reasonable control, the effects of which the party could not reasonably have prevented or mitigated. Force Majeure events include, for example, a widespread power or telecommunications outage, a significant cyberattack, natural disasters, war, armed conflict, a general strike, pandemic-related governmental restrictions, and other similar exceptional circumstances that make the performance of contractual obligations impossible or unreasonably difficult.
• “User” means a natural person who uses the Platform and orders Services in accordance with these Terms.
• “Service” means towing and repair services ordered through the Platform, as well as the related intermediary and billing service. As an ancillary part of the Service, Roadial may, based on the User’s authorisation, submit an insurance compensation claim on behalf of the User.
• “Service Provider” means a towing company or repair shop within Roadial’s network that performs the actual towing or repair work.
• “Intermediation Fee” means the fee charged by Roadial to the Service Provider for each assignment mediated through Roadial and carried out successfully. The Intermediation Fee is included in the service price stated by the Service Provider and is not charged separately from the User.
• “Roadial” means Roadial Oy, acting as the provider of the intermediary service and the maintainer of the Platform.

Roadial is a digital platform that connects the User with reliable towing and repair services.

The Platform operates as follows:

• You indicate your need – the User informs Roadial through the Platform of the required service (towing, repair, etc.);
• Roadial arranges the service – Roadial selects a suitable Service Provider from its network (a towing company or repair shop) and forwards the order to the Service Provider;
• The service is performed – the Service Provider carries out the towing or repair work;
• Roadial handles billing – if the User has valid insurance that covers the service, the User may authorise Roadial to apply for compensation from the insurance company on the User’s behalf. The submission of an insurance compensation claim is an ancillary task related to Roadial’s principal intermediation service and no separate fee is charged to the User for it. The authorisation is granted in connection with the order so that the User identifies themselves using strong electronic identification, on the basis of which a power of attorney is created for handling the compensation matter. The power of attorney is limited solely to the specific loss event in question and the submission of the compensation claim to the insurance company. The authorisation is based on a power of attorney granted by the User, which entitles Roadial only to apply for compensation from the insurance company in respect of that particular loss event. Roadial receives the compensation from the insurance company and remits the Service Provider’s share to the Service Provider. The User remains responsible for any deductible. If the insurance company denies compensation, the User is responsible for the full price of the service.

Roadial acts as an intermediary and billing party and does not itself perform towing or repair work. Roadial is responsible for ensuring that the intermediary service functions reliably. The actual towing or repair work is carried out by the Service Provider, which is responsible for the quality of its work and for any defects therein. The Service Provider independently determines the prices of the services it offers. Roadial is not liable for defects in the Service Provider’s work.

Through the Platform, the User enters into a distance contract with Roadial for the intermediary service. Roadial forwards the assignment to the Service Provider, which performs the actual towing or repair work. The right of withdrawal applies to the intermediary service agreement between the User and Roadial.

Before placing an order, the User will see on the Platform:

• The content and main characteristics of the Service
• An estimated price or the basis on which the price is determined
• An estimated service completion time
• Information on the right of withdrawal
• Information on whether the order was placed by the User or by the repair shop

When you place an order and confirm it by clicking the "Confirm Order" button (or equivalent), a contract is formed between the User and Roadial. The order becomes binding on the User immediately upon acceptance.

Roadial will send the User, by text message, a link to the order confirmation immediately after the order is placed. The confirmation includes:

• Details of the ordered service
• The price and payment terms
• A reminder of the right of withdrawal

Prices are determined on the basis of the Service Provider’s pricing and the scope of the Service, the distance, the timing and other relevant factors. You will always see either the price or the basis for determining the price before confirming the order. The final price may differ from the estimate only if unforeseeable additional work arises during performance, in which case the Service Provider must notify the User and obtain the User’s approval before carrying out such additional work.

All prices include value added tax. Any additional charges will always be stated separately.

If the service is compensated under the User’s insurance (for example, motor insurance or traffic insurance), the User may authorise Roadial to apply for compensation from the insurance company on the User’s behalf as part of Roadial’s intermediary service. The authorisation constitutes a power-of-attorney mandate under which the User authorises Roadial to apply for compensation from the User’s insurance in respect of the relevant loss event. No separate fee is charged to the User for submitting the insurance claim. Roadial will apply to the insurance company for compensation in accordance with the service price stated by the Service Provider.

Please note: the User is personally responsible for any deductible in accordance with the insurance terms and conditions. The insurance company decides whether the costs are covered – Roadial cannot guarantee compensation. If the insurance company denies compensation in whole or in part, the User is responsible for the portion of the service price that is not covered. The price payable by the User is the same regardless of whether the User pays directly or the insurance company compensates the service. Although Service Providers are required to maintain adequate liability insurance, Roadial is not responsible for the adequacy of the Service Provider’s insurance coverage.

The User has the right to withdraw from the intermediary service agreement concluded with Roadial within 14 days of entering into the contract. Withdrawal may be exercised by using the withdrawal function available on the Platform or by sending an unequivocal notice of withdrawal by email to info@roadial.com. Roadial will confirm receipt of the notice of withdrawal without undue delay in a durable medium. The confirmation will include the contents of the withdrawal and the date and time when it was received.

There is no right of withdrawal if the User has expressly requested that the towing or repair service begin before the withdrawal period has expired and has acknowledged that the right of withdrawal will be lost once the Service Provider has fully performed the service:

• Urgent orders: If the User orders an urgent towing or repair service and expressly requests that Roadial begin the service immediately, and accepts the loss of the right of withdrawal, the right of withdrawal ends once the Service Provider has fully completed the towing or repair work. Roadial will provide the User with confirmation of this consent and acknowledgement together with the order confirmation.
• Other services: If the User has expressly requested that the towing or repair service begin before the expiry of the 14-day withdrawal period and has accepted that the right of withdrawal ends once the service has been completed, the User may not cancel the order after the Service Provider has fully completed the towing or repair work.

If the User withdraws from the order after the service has already been partially performed at the User’s express request, the User shall pay reasonable compensation for the work performed in proportion to the total performance.

If the User withdraws in due time before the service has begun, Roadial will refund all payments made by the User no later than 14 days after receiving the notice of withdrawal.

If there is a defect in the Service or it does not correspond to what was agreed, the User must notify Roadial’s customer service of the defect without undue delay after discovering it. Roadial will process complaints without undue delay and inform the User of the progress of the complaint handling within a reasonable time, and in any event no later than fourteen (14) days from receipt of the complaint.

Roadial is responsible for the functionality of the Platform and the intermediary service. The Service Provider is responsible for the quality of the actual towing or repair work and for any defects in its work.

On the basis of a defect in the work performed by the Service Provider, the User is entitled, in accordance with the Finnish Consumer Protection Act, to demand rectification of the defect, a price reduction or, if the defect is material, termination of the contract.

Roadial is not liable for damage arising from the Service Provider’s performance unless Roadial has acted negligently. The Platform is provided without express or implied warranties regarding uninterrupted or error-free operation of the Platform. Roadial is responsible for ensuring that the Platform functions in all material respects as described.

Refunds in the event of defects and where the service is not performed

If the Service Provider fails to perform the order at all (for example, the Service Provider does not arrive and the service is not rearranged), Roadial will refund in full all payments made by the User. Payment will be refunded to the original payment method once Roadial has established that the service was not performed, or from the time the User has notified Roadial’s customer service of the matter. The User must notify Roadial of a non-performed service without undue delay and no later than thirty (30) days from the scheduled performance time of the order.

If there is a defect in the Service and the User has submitted a complaint in accordance with Section 6 of these Terms, Roadial will investigate the matter together with the Service Provider. Based on the handling of the complaint, the User has, in accordance with the Finnish Consumer Protection Act, the right to demand, due to a defect in the work performed by the Service Provider:

• rectification of the defect free of charge
• a price reduction
• termination of the contract if the defect is material and is not remedied within a reasonable time

If Roadial and the Service Provider dispute responsibility between themselves, Roadial will notify the User in writing of each party’s position. In such a situation, the User has the right to refer the matter to the Consumer Disputes Board or to a competent court in accordance with Section 10 of these Terms.

Any refund will be paid to the original payment method unless the User expressly accepts another method of reimbursement. If the service was paid through an insurance company, Roadial will determine the appropriate refund procedure on a case-by-case basis.

The rights set out in this Section apply within the limits of mandatory consumer protection legislation and do not restrict the User’s statutory rights.

Roadial shall not be liable for any of the following:

• Acts or omissions of the Service Provider
• The accuracy of information provided by Users or third parties
• Indirect or special damage, including loss of earnings, reputational harm or loss of data, unless otherwise required by mandatory law
• Disruptions or delays caused by third-party services
• Interruptions or delays of the Platform caused by Force Majeure events or other causes beyond Roadial’s reasonable control

Service Providers are required to maintain valid liability insurance. However, Roadial is not responsible for the adequacy or validity of the Service Provider’s insurance coverage or for defects in the Service Provider’s work.

In all cases, Roadial’s total liability to the User is limited to the aggregate amount of service fees paid by the User to Roadial during the preceding twelve (12) months, and in any event shall not exceed five hundred (500) euros. This limitation of liability does not limit Roadial’s liability for: (i) personal injury; (ii) intentional misconduct or gross negligence; or (iii) liabilities under mandatory law that cannot be limited by contract.

Roadial shall not be liable for interruptions of the Platform, delays or failures to perform contractual obligations caused by Force Majeure events. In the event of Force Majeure, Roadial will notify Users without undue delay, and any time limits applicable to the performance of contractual obligations shall be extended accordingly until the impediment ceases.

We process your personal data in accordance with the EU General Data Protection Regulation (GDPR) and Finnish data protection legislation. Roadial Oy acts as the controller.

We collect and process only such personal data as is necessary for providing the service (for example, name, contact details, vehicle details and location).

Read more in our Privacy Policy: https://www.roadial.com/en/privacy

These Terms shall be governed by the laws of Finland. Any disputes shall primarily be sought to be resolved through negotiations. However, if the parties fail to reach an amicable settlement, the matter shall be resolved by the District Court of Central Finland. The customer may also bring proceedings before the district court having jurisdiction over the customer’s place of domicile.

Consumers also have the right to refer a dispute, for example, to the Consumer Disputes Board.

All intellectual property rights relating to the Platform and related materials belong to Roadial or its licensors. These Terms do not transfer any rights to the Platform’s software, logos or content unless expressly stated otherwise.

The User grants Roadial a worldwide, irrevocable and royalty-free right to use, modify and publish feedback provided by the User for the purpose of developing the service. The User represents that they have the right to grant the intellectual property rights relating to the feedback and that the content does not infringe any third-party rights.

If the feedback contains personal data, Roadial will anonymise or remove such data before publication in external channels, unless the User gives explicit consent to the retention of the data.

The User undertakes not to:

• Mine, copy or collect content, pricing information or other material from the Platform by automated means (including bots, crawlers or web scraping tools), or place an unreasonable load on the Platform through automated queries, without Roadial’s prior written consent
• Circumvent security or payment systems
• Present unlawful, misleading or harmful content on the Platform
• Copy, modify or resell the Platform without written permission
• Provide false or misleading information when placing an order

Roadial has the right to deny access to the Service, close the User’s account or recover any damage incurred if the User materially breaches these Terms.

Use of the Platform requires that the User be at least 18 years of age. Minors may use the Platform only with the written consent and under the supervision of a guardian. The User is responsible for ensuring that, under the laws of their home country, they are legally entitled to enter into agreements and use their payment instruments.

Roadial seeks to provide the Platform without interruption, but does not guarantee uninterrupted or error-free operation. Planned maintenance outages will be announced in advance on the Platform or by email. Emergency security fixes may be implemented without prior notice. Roadial is not liable for short technical disruptions or interruptions caused by third-party services.

The Platform may contain links to external services. They are provided for information purposes only; Roadial does not monitor their content and is not responsible for their availability, content or any damage that may result from visiting them.

The User undertakes to notify Roadial without undue delay of any suspected information security breach or unauthorised access to their account. Roadial will notify Users of significant information security incidents by email within 72 hours of detecting the incident.

The User is liable to Roadial for damage caused by the User’s breach of these Terms or unlawful conduct.

The User undertakes to defend, indemnify and hold harmless Roadial from and against all claims, actions, damages, fines, costs (including reasonable attorneys’ fees) and liabilities asserted by third parties that arise out of or relate to: (a) the User’s breach of these Terms; (b) the User’s unlawful conduct; (c) incorrect or misleading information provided by the User; (d) infringement of intellectual property rights by the User; or (e) the User’s intentional misconduct or gross negligence. This obligation does not apply to damage caused solely by Roadial’s own negligence.

Roadial may amend these Terms. Amendments will be published on the Platform and notified to the User by email. The amendments will enter into force on the date stated in the notice, but no earlier than thirty (30) days after the notice. Amendments do not affect orders placed before the entry into force of the amendments; such orders remain subject to the Terms in force at the time the order was placed.

If the User does not accept the amendments, the User may stop using the service before the amendments enter into force.

The User accepts that communication with Roadial will primarily take place electronically by email or through the Platform. The User undertakes to keep their contact details up to date. Electronic acceptance of these Terms is legally binding and corresponds to a handwritten signature.

These Terms do not limit any rights granted to the User by law as a consumer.

These Terms bind Roadial and the User for as long as the User uses the Platform. By clicking the "I accept the Terms of Use" button or by using the Platform, the User confirms that they have read and understood these Terms and agree to comply with them.