Conditions of Use | Onlia Roadside Assistance

Conditions of Use Onlia Roadside Assistance


DO NOT USE THIS APPLICATION WHILE DRIVING. IF YOU ARE IN AN EMERGENCY AND/OR DANGEROUS SITUATION, PLEASE CONTACT EMERGENCY SERVICE PERSONNEL BY CALLING 911.

These Terms and Conditions describe the services available to for the Onlia Roadside Assistance Services. The provided services are subject to the terms, conditions and restrictions outlined in these Terms and Conditions. 



1.1.1.1. Terms Regarding Related Services
 
THE ROADSIDE ASSISTANCE PROGRAM OFFERED BY ONLIA SERVICES INC. (Onlia) IS PROVIDED BY SYKES ASSISTANCE SERVICES CORP. (Sykes).

Problems with your vehicle? Flat Tire? Out of gas? Every day, people run into problems with their vehicles.  Sometimes they're able to handle the situation themselves, but in most cases, they need help and advice from an expert.

Sykes Assistance Services is a recognized Leader in providing premium roadside assistance across North America. Our Onlia Roadside Assistance, serviced by Sykes, can help you provide the support you need when in the event of mechanical failure or unforeseen events.  Via the Onlia Sense app or with just a phone call you can have access to our Pay-as-you-go roadside assistance program.  Your Benefits when using the Onlia Roadside Assistance:

  • Pay only when you need it. No subscriptions. Clearly communicated fixed prices for the most used assistance services;
  • Easy access to 24-hour service when calling or using the application;
  • This program is available nationally in Canada.

 

Eligible vehicles

All standard passenger vehicles with a gross vehicle weight (GVW) of 8,000lbs./3,000kg are eligible to use the Onlia Roadside Assistance services. 

Note: Motorcycles, motorhomes loaded pickup trucks, utility trailers, fifth-wheel trailers, and motorcycles are excluded from this program. These vehicles may become part of the program at a later date.


Service Description

The Onlia Roadside assistance program offers the following (all prices excluding HST):

  • Boost - $70*
    If your car won't start, Onlia Roadside Assistance will send a service provider to attempt to get your car started by boosting the battery. 
    Should the boost fail, a tow can be arranged to the garage of your choice for $99**.
    The cost of parts, repairs, and labor are not covered by this service.
  • Lock Out - $70*
    If the keys to the vehicle are locked within it, Onlia Roadside Assistance will send a service provider to unlock your vehicle to retrieve the keys. 
    If the vehicle keys be lost, stolen, or broken, a tow can be arranged to a key replacement location, or to your residence in order that you may retrieve your spare key for a fee of $99**.
    If the locks are frozen and preventing you from entering your vehicle, Onlia Roadside Assistance will provide a tow to a warm place for a fee of $99**
    The cost of parts, repairs, and labor are not covered by this service.
  • Tire Service - $79*
    Onlia Roadside Assistance will send a service provide to remove your deflated tire and replace with an inflated spare tire, or to air up a flat tire. 
    If you do not have an inflated spare, or do not have lug nut keys, Onlia Roadside Assistance will arrange to have the vehicle towed to a location where the tire can be repaired or replaced for a fee of $99**. 
    The cost of parts, repair, and labor are not included by this service.
  • Gas Delivery - $79*
    If your car runs out of gas, Onlia Roadside Assistance will send a service provider with 10 liters of regular grade gasoline to your location. 
    If the vehicle requires diesel, Onlia Roadside Assistance will send a service provider to tow your vehicle to the nearest filling station that has diesel for a fee of $99** 
    The cost of gas is not included when the vehicle is towed to the filling station.
  • Towing - $99**
    If your vehicle has a mechanical failure, Onlia Roadside Assistance can tow your vehicle to a repair facility of your choosing up to 25 km. If the destination is greater than 25 km away, then you will be charged a fee or $3.50 per additional km. There is an additional fee of $35 for the use of a flatbed or dollies.


How much does a service cost?

  • Boost: $79*
  • Lock Out: $79*
  • Tire Service: $79*
  • Gas Delivery: $79*
  • Towing: $99**
  • Kilometres: $3.50 per km for every km after the first 25
  • Flatbed or Dollies: $35 

*should no service provider be located in your vicinity, an additional fee of $3.50 per km will apply after the first 25 km.
**price includes 25kms. A fee of $3.50 per km will be charged for any additional km. A fee of $35 will be added for the use of a flatbed or dollies.


Prices listed may vary based on vehicle, details of service request along with location and destinations. Listed price is “starting from” based on initial service request. 

Upon providing your service request, the location of your vehicle and the destination, the pricing will be quoted to you by one of our qualified agents. Upon agreement on pricing quote, you will be asked for your credit card information to proceed with the service request. Please note that your credit card will be automatically billed.

If you are unable to provide a credit card at the time of service request. Services will not be dispatched to you.

All services dispatched to a service facility will be charged and NO refunds are provided after such time. Should a service be cancelled after 10 minutes of service request, a cancel fee of $75.00 will also apply.
Should your service change once the supplier arrives on scene (tow to boost, boost to tow, etc.), contact us at 888-45ONLIA (888-456-6542) to let us know as there may be additional fees or fee change as a result of the service change. An agent will guide you through the process.

You may ask for additional services from the Service Provider. All additional services requested from the Service Provider will be the object of a separate agreement between you and the Service Provider and the fees related to this separate agreement will be your sole responsibility.

 

What is not included in standard fees 

You should be aware standard fees listed do not apply to the following services/or services will not be provided in the following circumstances:

  • In order to obtain the service requested, you must remain with your vehicle. The service facility will not provide service to an unattended vehicle;
  • Animal safety (customers must unload the animals for their safety before a service can be provided);
  • Services to vehicles where Driveways and parking lots are NOT cleared and plowed of snow and/or icy conditions. It is your responsibility to make sure that there is a free path to your vehicle;
  • Cost of parts, repairs, labor, additional servicing equipment, storage and impound fees.
  • Cost of bridge tolls, ferries or express/toll highways (these may be available at additional costs please discuss with one of our agents);
  • Cost of locksmith services for key cutting, lost and/or broken keys or unlocking the trunk of a vehicle;
  • Transporting you to your disabled vehicle or to your home or to the garage after the service has been rendered;
  • Service to any vehicle not driven on a public or private highway, or willfully driven into non-regularly traveled areas such as non-recognized roads, open fields, construction sites, beaches, mud-filled areas, driveway/laneways, concession roads, vacant lots, or any other area that is inaccessible (with regular towing equipment) or hazardous for the service facility to reach; 
  • Where there is any indication at the time of incident of your consumption of alcoholic beverages or narcotics or where you are not in possession of a valid license to operate a vehicle, or when your license is under suspension;
  • Vehicles which are not plated and uninsured;
  • Vehicles such as: motorcycles, motorhomes, scooters, any vehicles in excess of 8,000 lbs or 3600 kg, all-terrain vehicles, snowmobiles, trailers, tractors, limousines, boats, dual-wheeled vehicles, taxi cabs, tow trucks, snow plows;
  • More than one service per incident can be performed, however additional fee listed per service will apply.  
  • Winch services* from a ditch, snow, or mud and once removed;
  • Accident towing from accident scene, please contact your insurance company for towing services.

*winch services maybe available by our service provider Sykes but come at additional cost. In the onboarding flow you will be able to connect directly with an agent who can help you organize these services and fees, or process will be explained to you then.


How do I pay for the service?

Onlia Roadside Assistance only accepts most major credit cards: American Express, Mastercard, and Visa. You will be asked to provide your credit card information each time you call for service in order for the payment to be processed based on the cost of the service requested.


How long do I have to wait for the service to arrive?

Upon completion of the dispatch, the agent will advise you of the service provider’s name and the estimated time of arrival. If you are using your smart phone, you may request that we send a virtual message advising of the name of the service provider and the estimated wait time.


How will I be advised if there is a delay in service?

Once Onlia Roadside Assistance has been advised of a service delay by the service provider, we will contact you by telephone to advise of the delay. If, during the initial call to set up the service, you elected to be informed via text on your smart phone, then you will be advised of the new estimated arrival time via text.


How can I contact the driver?

To ensure that there is no miscommunication, Onlia Roadside Assistance asks that you dial 888-45ONLIA (888-456-6542) with any questions you may have for the driver. An agent will pass along the information and respond back to you.


Possible delays during severe weather conditions

Heavy service demands during severe weather days or conditions may cause delays. In such circumstances, Sykes reserves the right to limit towing to the nearest available place of safety. If your vehicle is already in a safe place, such as a private or public garage or driveway, Sykes reserves the right to service the vehicle only after the heavy demand and/or weather condition has passed.


Service in the USA (United States of America)

If you require service in the USA, please contact a local service provider and/or the local law enforcement agency (i.e. municipal police, or state trooper) for assistance.

ALL SERVICES OR PROGRAM COMPLAINTS SHOULD BE DIRECTED TO Onlia Roadside Assistance at 888-45ONLIA (888-456-6542) or via email at calon-tact@sykes.com



1.1.1.2. Warranty Disclaimer for Assistance Service

All services facilities providing services via Sykes to Onlia Roadside Assistance are independent contractors and are not employees of Sykes or Onlia. Therefore, Sykes or Onlia cannot and does not assume any liability or responsibility for any loss or damage to a customer’s vehicle or personal property resulting from the rendering of services. Any loss or damage is the sole responsibility of the servicing facility and should be reported to the proprietor of the facility and to by dialing 1 888-45ONLIA (888-456-6542) within 24 hours of service completion.

 

1.1.1.3. Warranty Disclaimer for Online Application

 
THE APPLICATION’s onboarding screen for Roadside Assistance and the forwarded Sykes digital IVR for usage on your phone, INCLUDING ANY CONTENT OR INFORMATION CONTAINED WITHIN IT, IS PROVIDED “AS IS”, WITH ALL FAULTS, AND WITH NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EITHER EXPRESSED OR IMPLIED.  YOU ASSUME TOTAL RESPONSIBILITY AND RISK FOR YOUR USE OF THE APPLICATION.

 

1.1.1.4. Limitation of Liability for damages

NONE OF ONLIA, SYKES, AND THEIR AFFILIATES, OR THEIR RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES, SHAREHOLDERS, AGENTS, CONTRACTORS, SUPPLIERS, PARTNERS AND LICENSORS SHALL BE RESPONSIBLE OR LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE, OR OTHER DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, LOST DATA, BUSINESS INTERRUPTION OR OTHER ECONOMIC LOSS) ARISING OUT OF OR RELATING IN ANY WAY TO THE USE, MISUSE, OR RELIANCE ON THE DIGITAL IVR APPLICATION, INCLUDING WITHOUT LIMITATION DAMAGES RESULTING FROM THE UNAVAILABILITY, INACCURACY, OR FAILURE TO PERFORM OF THE APPLICATION, OR THE UNAVAILABILITY OR INADEQUACY OF RELATED SERVICES AND WHETHER THE CLAIM IS BASED ON CONTRACT, TORT OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ONLIA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  THE SOLE REMEDY FOR DISSATISFACTION WITH THE APPLICATION OR RELATED SERVICES IS TO CEASE USING THE APPLICATION.

 

1.1.1.5. Accuracy and Integrity of Application

Although Onlia will attempt to ensure the performance and accuracy of the Application, it makes no guarantees whatsoever as to the performance or accuracy of the Application. It is possible that the Application could include defects, errors or inaccuracies. If a defect, error or inaccuracy arises, please inform Onlia and Sykes so that it can be corrected.

 

1.1.1.6. Privacy and your personal information

You agree that Onlia and Sykes may collect, use and disclose personal information about you in accordance with the Onlia terms of privacy, in particular to (a) administer your Membership; (b) process, service, analyze and audit your relationship with us; (c) determine your interest and eligibility for, and where appropriate provide you with products, services, rewards and programs; (d) comply with applicable legal, regulatory and self-regulatory requirements; and (e) better understand your product and services needs and to offer relevant information, products, service, rewards and programs to meet those needs. Personal information includes, but is not limited to, identification information. For more specific information we refer to the Onlia Sense Privacy Notice and to the Sykes Privacy Policy.

 

1.1.1.7. Termination

These Terms of Use constitute the entire agreement between Onlia, Sykes and you pertaining to the subject matter hereof. In its sole discretion, Sykes may from time-to-time revise these Terms of Use by updating this posting. You should, therefore, periodically visit this page to review the current Terms of Use, so you are aware of any such revisions to which you are bound. Certain provisions of these Terms of Use may be superseded by expressly designated legal notices or terms located within the Application. 

 

1.1.1.8. Entire Agreement

These Terms of Use constitute the entire agreement between Onlia, Sykes and you pertaining to the subject matter hereof. In its sole discretion, Onlia & Sykes may from time-to-time revise these Terms of Use by updating this posting. You should, therefore, periodically visit this page to review the current Terms of Use, so you are aware of any such revisions to which you are bound. Certain provisions of these Terms of Use may be superseded by expressly designated legal notices or terms located within the Application.

 

1.1.1.9. Governing Law

These Terms of Use shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, except for any principles of conflicts of laws. 

 

Effective date: March 01, 2019