01 Acceptance of Terms
Burnaby Tow Truck operates a 24/7 phone line that connects drivers with independent tow truck operators and roadside-assistance technicians across Burnaby and Vancouver, Surrey, Coquitlam, New Westminster and Richmond. By calling (604) 227-3304 or submitting a request through this website, the driver accepts these Terms of Service.
These terms apply to every callback and service quote issued by Burnaby Tow Truck. The driver authorizing service is responsible for understanding the terms before work begins.
02 Scope of Service
Burnaby Tow Truck dispatches towing and roadside services across a six-city coverage region. Services include but are not limited to: standard light-duty towing, flatbed towing, heavy-duty wrecker recovery, motorcycle and specialty vehicle transport, accident scene response, battery boost, flat tire service, vehicle lockout assistance, fuel delivery, and winch recovery.
Service availability depends on operator availability, location, weather, and road conditions. Burnaby Tow Truck does not guarantee a specific operator, equipment, or arrival time. The phone line provides an estimated arrival window before any operator is sent, and the driver may accept or decline at that point.
- Service area is limited to Burnaby, the five surrounding surrounding cities (Vancouver, Surrey, Coquitlam, New Westminster and Richmond), and the connecting highway corridors including Highway 1, Trans-Canada Hwy, Lougheed Hwy, Highway 7A, Hastings St.
- Long-distance towing outside the region is available by quote.
- Specialty equipment (rotators, low-clearance flatbeds, motorcycle cradles, EV-rated flatbeds) is dispatched only when requested or when the situation requires it.
03 Pricing & Estimates
All pricing provided by Burnaby Tow Truck is an estimate. Final cost is determined by the dispatched operator at the scene based on actual distance traveled, time on-scene, equipment used, and any complications encountered during the service.
Standard towing in the Burnaby area typically involves a hook-up fee between $80 and $150 plus a per-kilometre charge of $3 to $6. After-hours, holiday, and weather-condition surcharges may add $20 to $50. Heavy-duty, specialty, and recovery services are quoted separately.
- The operator provides an estimate before sending a tow truck.
- The driver authorizes the dispatch by accepting the estimate.
- On arrival, the operator confirms the final price before beginning work.
- If the actual cost differs from the estimate by more than 15%, the operator informs the driver and obtains explicit approval before proceeding.
Payment is due at the time of service. Accepted methods include credit card, debit card, e-transfer, and cash. Commercial fleet accounts and insurance-direct billing arrangements are available with prior approval.
04 Liability & Damage
Burnaby Tow Truck acts as a phone-line service connecting drivers with independent operators. Each operator carries commercial vehicle insurance covering the towed vehicle while in transit and on the operator's equipment.
Operators are not liable for pre-existing damage to a vehicle, damage caused by mechanical failure during towing despite proper procedure, or items left inside the towed vehicle. The driver should remove valuables and document any pre-existing damage before the operator loads the vehicle.
05 Cancellation Policy
A driver may cancel a request at any time before the operator arrives at the scene. Cancellations made before the operator is en-route incur no charge.
Cancellations made after the operator is dispatched and en-route may incur a service-call fee equal to the hook-up portion of the estimate (typically $80 to $150). This covers the operator's time and travel.
If an operator arrives and the driver refuses service for reasons not related to the operator's equipment or behaviour, the full hook-up fee applies.
06 Disputes & Claims
Concerns about service quality, pricing, or vehicle handling should be raised with Burnaby Tow Truck within 30 days of service. The team reviews each concern and coordinates with the dispatched operator to investigate and respond.
Disputes that cannot be resolved through the phone line may be referred to the local automobile association or to the provincial consumer protection bureau. Burnaby Tow Truck operates under British Columbia provincial regulations governing tow truck and roadside service providers.
07 Privacy & Data Use
Burnaby Tow Truck collects only the information needed to dispatch service: caller location, vehicle type and condition, contact phone number, and payment method. This data is shared with the dispatched operator and retained for service-record purposes.
Caller information is not sold or shared with third parties for marketing. Insurance-related claims may require sharing service records with the driver's insurance carrier, with the driver's consent.
08 Changes to These Terms
Burnaby Tow Truck may update these Terms of Service from time to time. The Last Updated date at the top of the page indicates when the most recent revision took effect. Continued use of the phone line after a revision constitutes acceptance of the updated terms.
Material changes that affect pricing, service scope, or liability will be communicated through the website and on the call when service is requested.