Roadside Assistance, Breakdown & Vehicle Protection Policy

This policy explains Movezle Roadside Assist — the 24×7 assistance network for breakdowns, accidents and roadside emergencies on enrolled vehicles — and how it connects to, but stays separate from, insurance under our Insurance, Protection & Claims Policy.

1. Purpose

Movezle Roadside Assist helps customers, drivers, assistants and fleet owners when an enrolled vehicle suffers a breakdown, accident, mechanical or electrical failure, reefer failure or other roadside emergency, by coordinating the right provider from the Movezle Roadside Network and keeping the trip, the cargo and the people on it safe.

2. Scope

The service covers vehicles enrolled on the platform — on an active Movezle trip or registered to a fleet on AURForge — anywhere in India where a network provider is available. Services are coordinated by Movezle and performed by independent providers; what is available at a given place and time depends on the provider network there.

3. Eligible vehicles

The network is not restricted to trucks. Supported categories are two-wheelers (motorcycle, scooter, electric two-wheeler); passenger vehicles (hatchback, sedan, SUV, MUV, taxi, electric car); light commercial vehicles (pickup, mini truck, 7, 9 and 10 ft, small reefer); medium commercial vehicles (14, 17, 20 and 22 ft); heavy commercial vehicles (24, 28 and 32 ft, multi-axle, trailer, container, tanker, bulk carrier); and specialised vehicles (reefer, multi-temperature reefer, frozen-food, pharma, ambulance, construction and other specialised transport vehicles). The services available depend on the vehicle type; for example EV battery assistance, crane recovery or reefer technicians are not available for every category or location.

4. Eligible users

AURVITRUCK customers may request assistance for an active trip. AURPulse drivers may raise a breakdown or emergency request directly in the driver app. Driver assistants may request emergency assistance through the trip or driver workflow. AURForge fleet owners may request assistance for registered fleet vehicles. Movezle Operations may initiate assistance automatically when a serious trip incident is detected.

5. 24×7 assistance

Requests are accepted around the clock in the apps and through the support line. Provider availability, ETA and the services possible at night, on highways, in remote areas or in weather events depend on the local network and on safety.

6. Breakdown assistance

On a breakdown the driver selects the fault type — engine, battery, tyre, AC, reefer, electrical, fuel or other — and shares live location. Movezle finds the nearest suitable provider, shows the ETA, assigns the provider and tracks the job: provider assigned → en route → vehicle reached → service started → vehicle repaired → trip resumed; or, if the vehicle cannot be repaired on site, tow → workshop → replacement vehicle → cargo transfer → trip resumed.

7. Towing

Movezle can coordinate local towing, flatbed towing, heavy-duty recovery, crane recovery, trailer and reefer recovery, accident recovery, underground or basement recovery where equipment permits, highway recovery and long-distance vehicle transport. The requester sees: tow requested → provider assigned → provider en route → vehicle reached → vehicle recovered → destination reached.

8. Recovery

Recovery from difficult locations (ditches, soft ground, slopes, water, collisions) depends on the equipment and the safety conditions at the site. The provider decides whether a recovery can be attempted safely; Movezle may decline or postpone a recovery that would endanger people.

9. Mobile mechanic

A nearby verified mechanic can be dispatched for engine diagnostics, electrical troubleshooting, starter motor, alternator, battery, fuses, wiring, lights, cooling system, radiator, fans, belts, minor mechanical repairs and roadside brake, clutch, air-system or suspension assistance. Major repairs are moved to an authorised or appropriate workshop.

10. Tyre assistance

Puncture repair, tube replacement, tubeless repair, tyre change, spare installation, inflation, mobile tyre service and tyre-replacement coordination, including truck, trailer and multi-axle tyre assistance.

11. Battery assistance

Jump start, battery testing, charging, replacement, battery delivery, electrical diagnostics, and EV battery assistance where technically supported by the provider.

12. Fuel assistance

Where legally and operationally permitted, delivery of diesel, petrol, CNG assistance, AdBlue/DEF and other approved vehicle fluids. The fuel or fluid itself is billed separately from the assistance fee.

13. AC assistance

Cabin AC inspection, refrigerant-related service, compressor, condenser and cooling-fan issues, electrical diagnosis, leak detection and emergency AC technicians.

14. Reefer assistance

Reefer controller diagnostics, compressor assistance, refrigeration system inspection, electrical troubleshooting, temperature monitoring, emergency reefer technician, backup reefer coordination and cargo transfer coordination. A reefer breakdown or a pharma temperature incident is treated as critical priority.

15. Driver replacement

If a driver becomes ill or injured, has an emergency, loses the required driving eligibility or is otherwise unable to continue, Movezle can coordinate an eligible replacement driver: driver unavailable → replacement requested → verified driver search → driver assigned → KYC and licence verification → handover → trip resumes. The replacement driver must meet the legal and licensing requirements for that vehicle class.

16. Accident assistance

On an accident, Movezle's incident engine: (1) records the accident from the vehicle or the report; (2) starts emergency assistance; (3) locates police, ambulance, towing, recovery and workshop; (4) protects the cargo; (5) notifies the customer and fleet owner; (6) starts insurance notification where applicable; and (7) creates an Incident ID and, if a claim is initiated, a Claim ID under the Insurance, Protection & Claims Policy.

17. Emergency assistance

For injuries or danger to life, call the emergency services first (112). Movezle will in parallel coordinate ambulance, police and recovery through the network where it can, but Movezle is not an emergency service and cannot guarantee emergency response.

18. Replacement vehicle

If a vehicle cannot continue, Movezle Recovery searches for a replacement vehicle in the same or a suitable category, coordinates cargo transfer, verifies temperature where relevant, assigns the new vehicle and continues the trip. Availability depends on the network at that place and time.

19. Cargo transfer

Cargo is transferred under the supervision of the driver and, where present, the provider, with photographs and quantities recorded in the app. For pharma and frozen cargo, temperature continuity is recorded throughout the transfer and any excursion is logged as described in the Insurance, Protection & Claims Policy.

20. Workshop assistance

Movezle can coordinate delivery of the vehicle to an authorised or appropriate workshop, obtain the repair estimate, and track repair status. The repair contract is between the vehicle owner and the workshop.

21. Insurance integration

Roadside assistance provides the service; insurance determines whether the cost or loss is covered. For an accident: roadside assistance covers recovery and towing; the vehicle damage claim falls under motor insurance; cargo loss or damage under cargo insurance; and driver or assistant injury under personal-accident cover — each subject to the respective policy.

22. Insurance notification

When an incident of a type that may be insured is recorded, the platform automatically creates an insurance notification (first notification of loss) to the relevant partner for every linked policy — vehicle, cargo, driver, assistant — within the deadline of that partner's product. A notification is not a claim decision.

23. Claims assistance

Movezle assembles the evidence it already holds — GPS, photographs, temperature logs, provider reports, incident timeline — into the claim, and tracks it. The insurer decides the claim.

24. Service provider network

The Movezle Roadside Network consists of independent towing companies, truck and car mechanics, tyre shops, battery suppliers, AC and reefer technicians, authorised workshops, fuel providers, crane and recovery operators, replacement-driver agencies, ambulance providers, vehicle transporters and spare-parts suppliers. Each provider carries a provider ID, KYC, GST/PAN where applicable, service categories, vehicle categories, service radius, 24×7 availability, pricing, rating, response time and verification status. Only verified providers are dispatched.

25. Service charges

Charges depend on the assistance plan: Basic (included with an eligible subscription or package), Plus (reduced service charges) and Premium (more extensive roadside benefits). For services not included in the plan, the actual provider charges plus the applicable Movezle service or coordination fee are shown before confirmation where practicable.

26. Free services

Services included in the user's plan are performed without a service charge up to the plan's limits (number of call-outs, towing distance, service types). Parts, fuel, fluids, workshop repairs, replacement vehicles and tolls are not included unless the plan says so.

27. Additional charges

Additional charges apply for towing beyond the plan distance, waiting time at the site, second visits, night or remote-area surcharges where disclosed, parts and consumables, and services outside the plan. They are shown in the app and billed on the trip or the fleet account through the AURVITRUCK, AURPulse or AURForge app as per our Payment Terms.

28. Service limitations

Response times in section 17 of the operations manual and in the app are service targets, not guaranteed response times, unless a written commercial agreement provides otherwise. Services may be delayed or unavailable because of provider availability, distance, weather, road closures, law-and-order situations, or safety.

29. Exclusions

Assistance does not cover vehicles used unlawfully or without valid documents, damage caused intentionally, repeated call-outs for a known unrepaired fault, vehicles that are not enrolled, competitive or off-road use, vehicles carrying undeclared dangerous goods, and situations where the provider's safety cannot be assured. The cost of parts, fuel and repairs is never an assistance benefit.

30. Customer responsibilities

Provide accurate trip and cargo information, respond to the app's notifications, decide promptly on cargo transfer or replacement vehicle, and pay any charges due through the app.

31. Driver responsibilities

Move the vehicle to a safe position where possible, use hazard lights and warning triangles, share live location, stay with the vehicle unless unsafe, describe the fault accurately, cooperate with the provider, and not attempt repairs beyond their competence.

32. Fleet owner responsibilities

Keep vehicle documents, insurance and maintenance current, keep the vehicle profile accurate, authorise repairs and workshop decisions promptly, and settle charges through the app.

33. Provider responsibilities

Accept only jobs they can perform, arrive within the committed ETA or update it, work safely and lawfully, charge only the agreed amounts through the platform, record the job in the app, and treat cargo and vehicle with care.

34. Vehicle safety

Movezle may refuse or stop a service when the vehicle, load or site is unsafe, and may require the vehicle to be made safe before towing or transfer.

35. Dangerous goods

Vehicles carrying hazardous or dangerous goods must declare them at booking. Assistance for such vehicles is provided only by providers equipped and licensed for it and may be limited or refused.

36. Data and location sharing

To provide assistance Movezle shares the vehicle's live location, vehicle details, driver contact (masked where possible), fault description and, for cold chain, temperature data with the assigned provider and, where an insurance notification is made, with the insurer. See our Privacy Policy.

37. Cancellation

A request can be cancelled in the app before the provider is assigned without charge. After assignment, a cancellation fee covering the provider's travel may apply and is shown before you confirm the cancellation.

38. Refunds

If a provider fails to arrive or the service was not performed, any service charge is refunded through the original method. Plan fees are refundable only as the plan terms say. See Cancellation & Refund.

39. Service disputes

Disputes about a service or its charge must be raised in the app within 7 days of the job, with the job ID. Movezle reviews the job record, provider report and GPS trail and decides within 10 working days.

40. Insurance claims

Insurance claims arising from an incident are handled under the Insurance, Protection & Claims Policy and decided by the insurer. Assistance costs are reimbursable only where the policy covers them.

41. Fraud and misrepresentation

False breakdown reports, staged incidents, inflated provider bills or misdescribed vehicles may lead to suspension, recovery of costs and referral to the authorities.

42. Force majeure

Movezle and its providers are not liable for delay or failure caused by events beyond reasonable control, including floods, storms, earthquakes, strikes, riots, curfews, road closures and network outages.

43. Liability limitations

Movezle coordinates assistance and is liable only for its own coordination service. Providers are independent; repair quality, parts and workmanship are the provider's or workshop's responsibility. Movezle is not liable for consequential losses, for delays in reaching the vehicle, or for losses that an insurance policy declines. Nothing in this policy limits liability that cannot be limited by law.

44. Grievance redressal

Complaints about assistance go to Movezle support (see Contact Us); complaints about an insurance claim follow the grievance route in the Insurance, Protection & Claims Policy.

45. Applicable law

This policy is governed by the laws of India and the dispute resolution clause of our Terms of Use.