1. Application for the Refund of a Transaction
Customer may only apply for the refund of a transaction in the following circumstances:
• The Vehicle has not been towed by Towing Provider in the agreed date;
• The Vehicle was defective and/or damaged on towing to destination;
• Towing Provider has provided towing service that does not match the request made (e.g. wrong address, different location, etc.) by Customer; or
• By way of private agreement with Towing Provider and Towing Provider must send his/her confirmation to NTP confirming such agreement.
Customer’s application must be submitted via the NTP mobile app or by contacting system’s administrator.
NTP will review each Customer’s application on a case-by-case basis and, in its sole discretion, determine whether Customer’s application is successful.
In the event where Customer has commenced legal action against Towing Provider, Customer may provide the formal notification from the appropriate authority to NTP to request NTP to continue to hold the purchase monies until a formal determination is available. NTP will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
2. Rights of Towing Provider
When NTP receives an application from Customer for the refund, NTP will notify Towing Provider in writing. Towing Provider may respond to Customer’s application according to the steps provided by NTP in the written notification. Towing Provider must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should NTP not hear from Towing Provider within the Stipulated Period, NTP will assume that Towing Provider has no response to Customer’s application and will proceed to assess Customer’s application without further notice to Towing Provider. NTP will review each Towing Provider’s response on a case-by-case basis and, in its sole discretion, determine whether Customer’s application may be successful against the circumstances stated by Towing Provider.
4. Liability of Vehicle’s Return Towing Fee
i) In the scenario of an unforeseen error from the Towing Provider’s end (i.e – wrong address, exceed time or fails in delivery to the Customer or Destination), the Towing Provider will bear Customer’s return towing cost.
ii) In the scenario of the Customer’s change of mind, Customer shall get Towing Provider’s consent prior to the return request or cancel request and Customer will bear the return towing cost.
iii) In the scenario where both Towing Provider-Customer disputing the party liable for the return towing fee, NTP at its sole discretion will determine the party liable for the return towing fee.
Customer will only be refunded after NTP has received the confirmation from Towing Provider that Towing Provider has received the returned Vehicle (if picked up). In the event where NTP does not hear from Towing Provider within a specified time, NTP will be at liberty to refund the applicable sum to Customer without further notice to Towing Provider. For more information on Towing Provider’s response time limits, please check our Customer’s Policy. The refund will be made to Customer’s credit/debit card or designated bank account, whichever is applicable.
6. Communication Between Customer and Towing Provider
NTP encourages Users to communicate with each other in the event where problem arises in a transaction. As NTP is providing a platform for Users to conduct towing service, Customer should contact Towing Provider directly for any issue relating to the Towing Requested.
NTP will have the right to set the rate of every services that NTP provide. The rate will later be use to calculate the price for each service.
Eg : ( Rate x Distance ) + Additional Charges – Discounts