Customer Terms and Conditions
This is not an automobile liability insurance contract or an insurance contract.
For Immediate Service, Please Call 1-877-244-5140
1. GENERAL AGREEMENT
This is a motor club services contract between YOU, the purchaser of this contract, and the OBLIGORS for the individual identified on the registration page. Urgent.ly serves as the online retailer of the contract. Description of YOUR vehicle is required for purchase and subsequent usage of this roadside assistance plan. This Contract, together with YOUR sales receipt, constitute the entire motor club contract. WE will charge YOU the amounts agreed through the payment method selected by YOU in the online registration process. Benefits and dues are subject to change upon Membership renewal. Service is available in all 50 states, the District of Columbia, and Puerto Rico.
“WE,” “US,” “OUR,” and “OBLIGOR” means Roadside Innovation Inc., 8609 Westwood Center Drive, Suite 475, Vienna VA 22182, in all states and jurisdictions except Alaska, Arkansas, California, Maryland, Massachusetts, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Rhode Island, Tennessee, Utah, Wisconsin, Wyoming or Puerto Rico, where the OBLIGOR is United States Auto Club, Motoring Division, Inc., P.O. Box 660460 Dallas, TX 75266-0460.
The OBLIGORS are responsible to YOU for the covered services under this Contract. Roadside Innovation Inc., and United States Auto Club, Motoring Division, Inc. will use Urgent.ly, Inc. to provide such emergency roadside assistance services for plan participants.
“YOU,” and “YOUR” means the original purchaser of this contract as shown on the receipt provided at point of sale by the original purchaser to whom a digital Membership card is issued.
“CONTRACT PURCHASE PRICE” means the amount paid by YOU for this motor club contract (including any applicable taxes and fees), as shown on YOUR receipt.
“COVERED VEHICLE” means YOUR vehicle(s). WE only offer services for self-propelled vehicles; cars, motorcycles, vans, and small trucks (up to 10,000 lbs. Gross Vehicle Weight Rating), licensed, and used for private on-road transportation. The following are also excluded from COVERED VEHICLES: tractors, boats, trailers, recreational vehicles and trucks, dune buggies, vehicles used for competition and stolen vehicles.
“TERM” means the period of time in which the provisions of this contract are valid. This contract is effective seventy-hours (72) hours after purchase and will expire at the end of twelve (12) months from contract purchase date. Urgent.ly will charge an additional non-refundable immediate service fee if emergency roadside services are requested at the time YOU join.
“DISABLED,” or “DISABLEMENT” means the COVERED VEHICLE is unable to safely proceed under its own power either at a garage or driveway or any normally traveled public street, highway or parking area.
"GOA," or "'GONE ON ARRIVAL" means the disabled COVERED VEHICLE is not where represented or is gone when the service provider arrives.
3. WHAT IS COVERED
The primary purpose of this Membership Plan is to provide the services outlined below in common emergency situations related to the COVERED VEHICLE. Please call 1-877-244-5140 for roadside assistance.
In the event YOU, or an authorized driver of YOUR vehicle, needs assistance, WE agree to provide these services as applicable. At the time of service, YOU, or an authorized driver of YOUR vehicle, must be present and show photo ID.
YOUR vehicle is entitled to four (4) events per year for this annual plan. However, service will only be provided for one disablement for the same cause during any consecutive seven (7)-day period. Urgent.ly will arrange on-demand service at favorable Member rates should YOU exhaust YOUR annual events allotment and require assistance prior to YOUR renewal date.
Please note that some services have additional restrictions as to the caps on dollar amounts specific to that service.
A. Emergency Roadside Assistance
Vehicle Towing Up to 10 Miles: Towing is provided up to 10-miles for the COVERED VEHICLE. Any additional expenses incurred beyond the 10-mile limit are YOUR responsibility, payable to Urgent.ly, Inc. – additional mileage at Member discounted rates. Additional tow miles may be covered if vehicle is towed to an Urgent.ly preferred repair shop. Also, upon request, ride-hailing service (of Urgent.ly’s choice) will be dispatched to the disablement location. Any ride-hailing expenses beyond $20 are the responsibility of YOU, payable to Urgent.ly. Ride-hailing service is available for each towing event.
Flat Tire: Service is provided to change a flat tire with YOUR inflated spare on the COVERED VEHICLE. If no spare is available, the vehicle may be towed. Towing coverage terms and conditions then apply. Towing is considered an additional, second event.
Jump Start or Minor Roadside Adjustments to Start Vehicle: Service is provided to jump start a dead battery or make other minor roadside adjustments to start the COVERED VEHICLE. Service provider is not required to remain with the vehicle while the battery charges. Expenses for more extensive repairs, parts and labor are YOUR responsibility, payable directly to the service facility, and are not reimbursable. Additionally, if vehicle towing is required, towing terms and conditions apply. Towing is considered an additional, second event.
Lockout: Service is provided to gain access if the ignition key is lost or accidentally locked inside the COVERED VEHICLE. You will be required to present service provider with proof of vehicle ownership. If Lockout service is attempted but unsuccessful, a tow may be required. If vehicle towing is required, towing terms and conditions apply. Towing is considered an additional, second event. If key replacement is required, WE may assist with sourcing a service provider on YOUR behalf.
Fuel Delivery: Provided the COVERED VEHICLE is out of fuel, a service vehicle will deliver up to 2 gallons of fuel to the customer’s location, where allowed. The fuel itself is a covered benefit. If fuel delivery does not solve disablement, a tow may be required. If vehicle towing is required, towing terms and conditions apply. Towing is considered an additional, second event.
Winching: If a COVERED VEHICLE is in a ditch or stuck and accessible within 100 feet from a normally traveled roadway and conditions allow for the vehicle to be dislodged if stuck, dispatch coverage for winching is provided up to a $100 service limit. Any expenses incurred beyond the $100 service limit are YOUR responsibility, payable to Urgent.ly, Inc. If additional service is required for the vehicle after the Winch, it will be considered a second service event and subject to the terms and conditions of this agreement.
General Reimbursement: If WE are unable to locate a service facility or provide services in the area, YOU may locate a substitute service provider and be reimbursed up to $75 for Flat Tire, Jump Start, Lockout, Fuel Delivery; $100 for Winching; $150 for Towing. To receive reimbursement, YOU must contact Urgent.ly, Inc. first and receive an authorization number. YOU must submit the original receipt with authorization number along with YOUR name and address to: Urgent.ly Membership Plan, Attn: General Reimbursement, 8609 Westwood Center Drive, Suite 475, Vienna VA 22182.
B. Key Replacement
Automotive Key Replacement reimbursement up to $100 is available if YOU have a broken, stolen or lost ignition car key for YOUR COVERED VEHICLE. YOU may only utilize this benefit once per coverage period. Please send YOUR receipt to: Urgent.ly Membership Plan, Attn: Key Replacement, 8609 Westwood Center Drive, Suite 475, Vienna VA 22182.
C. Trip Interruption
Trip Interruption is available for mechanical disablements and accidents. The owner or authorized driver must be 50 miles or more away from their primary residence. Reimbursement consideration is for expenses incurred during the first three days following the disablement/accident. Reasonable expenses for food, lodging and alternate transportation such as a rental vehicle and/or commercial transportation are covered up to $250 per day for a total $750 maximum benefit. YOU may only utilize this benefit once per coverage period. Please send YOUR receipts to: Urgent.ly Membership Plan, Attn: Trip Interruption, 8609 Westwood Center Drive, Suite 475, Vienna VA 22182.
D. Legal Defense Fees
Member will be reimbursed up to $150 for his/her defense regarding traffic tickets. Traffic court defense claims are limited to once during YOUR Membership period. For reimbursement, mail a copy of the ticket or accident report along with the bill from YOUR attorney to Urgent.ly Membership Plan, Attn: Legal Defense Fees, 8609 Westwood Center Drive, Suite 475, Vienna VA 22182. Other documents may be requested as proof of YOUR claim.
E. Auto Theft Reward
A reward of $1,500 for information leading to the arrest and conviction of anyone who steals YOUR vehicle. Member, family Members and law enforcement personnel are ineligible for this reward. The reward does not cover loss from vandalism or stolen contents. Auto theft reward claims are limited to once during YOUR Membership period. For reimbursement, please have informant submit applicable police reports to Urgent.ly Membership Plan, Attn: Auto Theft Reward, 8609 Westwood Center Drive, Suite 475, Vienna, VA 22182. Other documents may be requested as proof of YOUR claim. Be prepared to provide police reports and proof of the arresting conviction associated with the auto theft.
All requests for reimbursements must be postmarked within 60 days after the date of the event and must have occurred during membership tenure.
4. SERVICE VEHICLE TRACKING
Urgent.ly, Inc. dispatch may provide the capability to YOU in the event YOU are a smartphone user. If YOUR smartphone has a HTML5 browser, YOU may be able to see real-time tracking of the service vehicle en-route to YOUR location. This feature is initiated by US via text message to YOU and standard message and data rates will apply.
5. PROGRAM ELIGBILITY
The program is limited to YOUR COVERED VEHICLE(S). WE only offer services for self-propelled vehicles; cars, motorcycles, vans, and small trucks (up to 10,000 lbs. Gross Vehicle Weight Rating), licensed, and used for private on-road transportation. This program will only provide services to YOU if the vehicle needing such services is being used for personal use only, and not commercial use. Taxicabs are commercial vehicles and are excluded from program eligibility. Personal vehicles that are used for transportation network companies (ride-hailing, ride-sharing) are also excluded from coverage under this program while being used for this commercial purpose. In addition to taxicabs and vehicles used for transportation network companies, the following are also excluded from program eligibility: tractors, boats, trailers, recreational vehicles and trucks, dune buggies, vehicles used for competition, stolen vehicles.
6. HOW TO OBTAIN SERVICE
If you have any issue for which one of the emergency services outlined above are necessary, please call US at 1-877-244-5140. When calling for service, please be prepared to provide your name, COVERED VEHICLE information, Member number and location of disablement.
If YOU cancel your service event more than 20 minutes after YOUR initial request or YOU are GONE ON ARRIVAL, YOUR account entitlements will be reduced by one event. If you are GOA due to miscommunication of your disablement location, the reassignment of the original service provider or the dispatch of a different service provider will result in two events being reduced from your account entitlements.
Any questions regarding how to obtain service, reimbursements or any questions relating to customer service can be addressed to firstname.lastname@example.org.
7. EXCLUSIONS FROM COVERAGE
This contract does not cover any of the following;
Service if the vehicle(s) covered under this contract is not directly involved in the service event request.
Towing or service while at an auto repair shop or service station to another location. This is considered auto transport, a non-covered event. WE may be able to provide service for an on-demand fee.
Towing or service on Restricted Roadways. Please contact law enforcement officials to manage the event. If WE are not then able to directly service the event, please follow the General Reimbursement guidelines as defined within this agreement.
Towing or service on roads not regularly maintained (including private property), or in areas not regularly traveled, such as vacant lots, beaches, open fields or other places that would be hazardous for service vehicles to reach. This is considered a non-standard event. WE may be able to provide service however additional expenses may apply.
Immediate towing or service coverage if there are unsafe conditions for the service provider. Unsafe conditions involve ice, sleet, snow, mud or other environmental conditions that may delay service until conditions improve. Unsafe conditions in direct proximity to the disabled vehicle may require a Winch in order for service to continue. If vehicle requires another service beyond the Winch, it will be considered a second event.
Service when a vehicle is snowbound. WE do not shovel vehicle from unplowed areas, snow banks, snowbound driveways or curbside parking. It is YOUR responsibility to ensure vehicle is accessible. WE may be able to winch in a snowy environment subject to the discretion of the service provider. If vehicle requires another service beyond the Winch, it will be considered a second event.
Installation or removal of snow tires and chains.
Towing or service if disabled vehicle is in a dangerous roadway location such as in or near a heavy traffic environment. Please contact law enforcement officials to manage the situation into a safe location. If WE are not then able to directly service the event, please follow the General Reimbursement guidelines as defined within this agreement.
Service if you are not with the vehicle. However, unattended service is allowable for Towing, Winch and Flat Tire. YOU do not need to stay with the disabled vehicle while waiting for Jump Start, Lockout, and Fuel Delivery service but must promptly meet service provider upon their arrival. If YOU choose to leave YOUR vehicle, please do so safely. If YOU feel unsafe returning to the vehicle, service provider will Tow or Winch to a safe location prior to YOUR required return. The Tow or Winch in this instance will count as additional service event.
Vehicle storage charges, cost of parts and installation, products, materials, impounding and additional labor relating to towing.
Service requested for impounded or booted vehicles.
Dismounting, repairing or rotating tires.
Transportation for YOU to the vehicle for service.
Charging a weak or dead battery for any period of time after a jump start event.
Service of any kind on vehicles used for commercial purposes or using dealer tags.
Immediate towing or service if the vehicle disablement or request for service arises due to fire, explosions, power blackouts, civil disorders, riots, acts of civil or military authority, acts of public enemy, war, interruption or failure of telecommunications or digital transmission links, acts of God or any other causes beyond Service Provider’s reasonable control. WE will resume service as conditions allow. Immediate service during or shortly thereafter these conditions exist may be available but are considered non-standard. Thus, additional expenses may apply.
8. LIMITATION OF LIABILITY
WE and Urgent.ly, Inc. will not accept responsibility for repairs or the availability, delivery or installation of parts including but not limited to car batteries, replacement keys, and tires. All parts used and services provided by the service facility must be authorized and paid for by YOU.
All authorized service providers are independent contractors and are not OUR agents or employees, therefore WE and Urgent.ly, Inc. assume no liability for any damage to the vehicle resulting from the rendering of service or for personal items left in the vehicle. WE and Urgent.ly, Inc. are not responsible for incidental or consequential damages as a result of any act of the vendor in rendering service requested by YOU, which includes but is not limited to any claims for personal injury or damage to property.
The Urgent.ly Membership Plan is sold as an annual membership subscription. The plan is paid for annually via automatic renewal until a cancellation request occurs.
It is YOUR responsibility to ensure YOUR payment method on file with US is current and valid. To request a conversation with an agent to update YOUR card on file, please email US at email@example.com. Please include YOUR name, address, policy number on the account, and phone number. A digital, self-service option may also be available online at the Membership site.
If YOUR payment method on file for auto-renew fails, YOUR access to benefits will be suspended immediately until the situation is rectified. If WE are unable to successfully approve the payment method on file or do not receive updated information to the payment method on file within 30 days, YOUR account may be cancelled. In this situation, no funds were gathered for future services and therefore, no refund amounts will be made available.
YOU may cancel this contract at any time. In order to cancel this motor club contract, please email US at firstname.lastname@example.org. Please include YOUR name, address, member number on the account and reason for the cancellation.
Benefits will end immediately and YOU will be entitled to a refund of the unused portion of the CONTRACT PURCHASE PRICE, calculated pro rata, without any deductions provided YOU have not redeemed service benefits.
WE may elect to cancel YOUR Membership for any reason at any time. Benefits will end immediately and YOU will be entitled to a refund of the unused portion of the CONTRACT PURCHASE PRICE, calculated pro rata, without any deductions provided YOU have not redeemed service benefits.
Upon cancellation by YOU or by US, if you reside in California, Massachusetts, Mississippi, Montana, Nevada, Oklahoma, Wisconsin and Wyoming, YOU will be entitled to a refund of the unused portion of the CONTRACT PURCHASE PRICE, calculated pro rata, without any deductions.
This contract is non-transferable. If vehicle ownership changes, please cancel this contract. Cancellation terms then apply.
12. STATE SPECIFIC AMENDMENTS
For Alaska, Arkansas, California, Maryland, Massachusetts, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Rhode Island, Tennessee, Utah, Wisconsin, Wyoming and Puerto Rico; Obligor is United States Auto Club, Motoring Division, Inc., P.O. Box 660460 Dallas, TX 75266-0460.
Notice to Wisconsin and Utah Residents
Renewals on Altered Terms or Nonrenewal of your auto club Membership: Cancellation for non-payment 60 days prior to the renewal of your auto club Membership, we will mail written notice to you explaining any changes in benefits or increase in Membership fees (unless the fee increase is less than 25%). Any changes to your contract will not take effect until 60 days after notice to you is given. If we decide not to renew your Membership, our benefits and services will continue until 60 days following your written notification of nonrenewal. Should you fail to pay your motor club Membership fee, we will notify you in writing that your benefits will be suspended 10 days following such notification.
NOTICE TO WISCONSIN RESIDENTS
KEEP THIS NOTICE WITH YOUR INSURANCE PAPERS
PROBLEMS WITH YOUR INSURANCE?
If you are having problems with your insurance company or agent, do not hesitate to contact the insurance company or agent to resolve your problem. United States Auto Club, Motoring Division, Inc., P.O. Box 660460, Dallas, TX 75266-0460, 877-751-0068
You can also contact the OFFICE OF THE COMMISSIONER OF INSURANCE, a state agency which enforces Wisconsin’s insurance laws, and file a complaint. You can contact the OFFICE OF THE COMMISSIONER OF INSURANCE by contacting:
Office of the Commissioner of Insurance
P.O. Box 7873, Madison, WI 53707-7873
1-800-236-8517 or 605-266-0103