Roadside Assistance Terms
Roadside Assistance
What roadside assistance covers, the limits for each service, what you need to do, and what you pay.
| Applies to | The Miles Guard membership — Roadside Assistance |
| Provider | Our roadside provider and its independent local service providers |
| Availability | Available for a vehicle with a Miles Device and an active Guard Membership; details and prices are shown in the app or a provider page |
This is the detailed roadside disclosure referenced by Section 8 of the Terms of Service. If anything here conflicts with the Terms of Service, the Terms control.
This Roadside Assistance Supplement (this “Supplement”) is subject to the Miles Terms of Service (the “Terms”). In the event of a conflict between this Supplement and the Terms of Service, the Terms of Service shall control. Please review the Terms of Service closely, as the Terms contain disclaimers of warranties, limitations of liability, mandatory arbitration and a class action waiver, among other important terms governing your use of the Services.
1. What roadside assistance is
Roadside assistance is part of the Miles Guard Membership. It is available for a vehicle that has a Miles Device installed and an active Guard Membership for that vehicle. When you request help in the Miles app, we share your location, vehicle information, and contact details with our roadside provider (the "Roadside Provider"), which arranges for an independent local service provider to be dispatched to you. The Roadside Provider and the local service providers are independent third parties; Miles does not perform roadside services and does not control their availability, timing, quality, or conduct. Roadside assistance is a convenience feature and is not an emergency service - in an emergency, call 911.
Service for a vehicle that is not on your Membership may be available on a self-pay, one-off basis, paid to the provider directly.
2. Using roadside assistance: what you need to do
- Be in a safe location. You must be — and confirm that you and your vehicle are — in a safe location before you request service. If you are not safe (for example, in a live lane, on a blind curve, or in traffic), get to safety first; call 911 in an emergency.
- Share your location. You must provide your location to the Roadside Provider and the dispatched service provider so they can find you. We may use your Miles Device and/or the Miles app to determine and share your location.
- Stay with the vehicle. Someone must be with the vehicle when the service provider arrives. Services such as a jump-start, fuel delivery, lockout, tire change, or tow cannot be completed if no one is present, and a cancellation or “dry-run” charge may apply.
- Coordinate by text. The Roadside Provider will send you a text (SMS) with details about your request; you must use the link in that message to communicate with and track the service provider. Message and data rates may apply separately from your wireless carrier.
3. Covered services and limits
The table describes what each service covers and what you are responsible for paying. Covered amounts, distances, and prices are those shown at the time of service in the app, in a linked web view, or on a page provided by the Roadside Provider.
| Service | What's covered | What you pay |
|---|---|---|
| Towing | A tow to a qualified shop in the Roadside Provider's network, up to the covered distance (currently 25 miles). You choose from the options presented. | Distance beyond the covered range, and shops or destinations outside that range or network, at the rate shown (for example, a per-mile rate); any storage or impound fees. |
| Jump-start | On-site battery jump-start to get you moving. | Nothing for the covered service. A replacement battery, if needed, is not covered. |
| Flat tire | Swap one flat for your inflated, serviceable spare. | Because the vehicle carries a single spare, more than one flat is handled as a tow instead (subject to the towing limits); plus the cost of any tires or repairs. |
| Fuel delivery | Delivery of enough fuel to reach the nearest station (currently up to 3 gallons). Fuel only — no EV charging. | The cost of the fuel itself, at the amount shown. |
| Lockout | Help regaining entry when your keys are locked inside the vehicle. | Locksmith or key-replacement costs, if needed. |
| Winch | Winch-out when the vehicle is within about 10 feet of a paved or serviceable road (first hour of winch labor). | Winch labor beyond the first hour, any resulting tow, and recoveries needing heavy or specialized equipment, at the rates shown. |
| Cancellation / no-show | — | We reserve the right to pass along a cancellation or “dry-run” charge — for example, if the provider arrives and no one is with the vehicle — excluding per-mile charges. |
Limits on use. Roadside assistance is limited to 2 service requests per vehicle per membership year. We may set and enforce reasonable limits on the number and frequency of roadside events per vehicle, per year, and per Membership term, and may decline or limit service that appears excessive or abusive or that is requested for an unauthorized vehicle — for example, a vehicle that does not have a Miles Device and an active Guard Membership for that vehicle. We reserve the right to decline service for vehicles used primarily for rideshare, rental, or freight purposes. Reimbursement requests for any fees you believe were charged in error must be submitted within 14 days of the service date. Use of Roadside Assistance or Crash Response during the 60-day money-back window forfeits your right to a refund under that guarantee; see our Shipping, Returns & Refunds Policy for details.
4. What you pay
Covered services are included with your Guard Membership up to the limits above. Anything beyond those limits, and any service not covered, is your responsibility. Additional and overage charges may be collected by the Roadside Provider, the service provider, or by Miles (which may bill these charges to the payment method on file). Amounts are those shown at the time of service in the app, in a linked web view, or on a page provided by the Roadside Provider.
How to request; no reimbursement for self-arranged services. To be covered, roadside assistance must be requested through the Miles app so it can be dispatched by the Roadside Provider. Miles does not reimburse, and is not responsible for, roadside, towing, or related services you arrange yourself or obtain from any other provider, or any charges for services not requested through the Miles app and dispatched by the Roadside Provider.
5. Limitations and no guarantee
- Roadside assistance is provided on a best-efforts basis. Estimated response and arrival times are estimates only and are not guaranteed; actual timing depends on your location, conditions, provider availability, and demand.
- Response times and arrival estimates do not apply during emergency conditions or events outside reasonable control (for example, severe weather, natural disasters, flooding, acts of God, civil disorder, or government direction of local provider networks).
- The Roadside Provider and the local service providers are independent contractors; any service is performed by them, not by Miles, and any dispute about the service is between you and that provider.
- Roadside assistance is not insurance, not a motor-club membership marketed by Miles, and not an emergency service. The disclaimers, releases, and limitations of liability in the Terms of Service (including Sections 7.9, 8, 10, and 11) apply to roadside assistance.
6. Relationship to the Terms of Service
This supplement is part of and incorporated into the Miles Terms of Service. It adds detail to Section 8 (Roadside Assistance Services) and does not replace it. If there is any conflict between this supplement and the Terms of Service, the Terms of Service control.
7. Contact
Questions about roadside assistance can be sent to support@mileslabs.com, or by mail to Miles Labs, Inc., 1500 N. Grant St #4877, Denver, CO 80203.