1. Preliminaries

Whereas: ITACO Bahrain Co W.L.L hereinafter (“ITACO”, “The Company”, “we”, “us, “our”) the first party, with their address at: Flat 111, Building 474, Road 1010, Block 410, Sanabis-Kingdom of Bahrain registered under the laws of the Kingdom of Bahrain with CR (Commercial Registration) 70361-1, and V.A.T. account number 200009095700002, has developed a network of independent services providers capable of providing towing, roadside assistance and other services hereinafter (“services”) in the GCC and other countries reachable 24X7.

Whereas: The eligible customer hereinafter (“customer”, “beneficiary”, “you” “your”), the second party, desire to utilize ITACO’s services providers network in relation to the “services” as defined below.

Whereas: ITACO gives you access to the services by purchasing the products as defined below.

Whereas: The totality of contents, general terms & conditions, articles, schedules, definitions, exclusions, operational procedures, and rest of contents herein together with the “certificate/receipt” regulate this agreement.

Whereas: The “certificate/receipt” issued at the time the customer purchases any of the products reflects information of each party of the agreement, addresses, services and services limits, fees, cover start & end date, payment method, etc.

The certificate/receipt can include or exclude services and/or other items that can alter and/or modify the contents of the general terms and conditions. In the event of any conflict between the certificate/receipt and the general terms and conditions, the certificate/receipt shall always supersede and prevail.

Now therefore: In consideration of the mutual covenants contained herein and other good and valuable considerations, the parties agree with each other to enter this agreement.

The eligible customer having paid the fees, ITACO will provide the services as contained in these general terms & conditions and the certificate/receipt.

The period of the agreement includes any subsequent period/s for which ITACO may accept payment.

This Agreement shall be governed by and construed in accordance with the laws of the Kingdom of Bahrain. Any dispute connected with the formation, performance, interpretation, nullification, termination, or invalidation of the agreement or arising from or related to the agreement in any manner whatsoever that is not settled amicably between the parties shall be submitted to the jurisdiction of the Courts of Bahrain.

Disclaimer:

The headings in this agreement are only to facilitate references and do not define, limit, extend or describe the reach or purpose of the agreement.

ITACO reserves its right to change the offered plans as well as the rates, at any time at its own discretion, without previous notice. However, such changes will not apply to existing plans and will only affect new plans after such changes are effective.

ITACO shall not have any liability whatsoever or be in default for any delay or failure in performance under this agreement resulting from unforeseeable acts beyond ITACO’s control, including but not limited to acts of God, laws, national or any supra-national government authority, war or national emergency, fire, riot, or epidemics/pandemic.

  1. Your obligations

  • You are requested to read the general terms & conditions, the certificate/receipt and/or any additional information meant for the proper development of the contractual relation between you and ITACO.
  • Provide accurate information with regards to the eligible vehicle and you.
  • Make the payments attributable to you in due time and manner.
  • Communicate to ITACO any changes relative to the eligible vehicle’s registration number, country of registration, ownership and/or any other necessary information.
  • Provide a valid and in-use mobile number, email, and a postal address for future communications.
  1. ITACO obligations

ITACO shall provide the services to you 24X7 as mentioned herein on a best effort basis, which you may reasonably expect. This shall include without limitation:

  • ITACO Assist mobile app for both IOS and Android platform to request the services.
  • Maintaining a call center accessible in a fully operational manner 24X7 (Arabic/English/Persian) during the term of this agreement (subject to reasonable maintenance/downtimes as may be necessary).
  • Maintaining an efficient operation with an average response time of not more than 45 minutes (may vary depending on the traffic conditions at the service location) from receipt of a service request until arrival of a dispatched service provider prepared to provide the requested service.
  • Keeping logs and records of each service request showing the time and nature of the service, description of actions taken, and noting the final disposition of the matter complying with the laws of the country where a plan is purchased.
  1. Definitions

The stated below words and/or phrases wherever they appear have the following meaning, unless otherwise agreed differently in writing and signed by all parties. 

Eligible Vehicle:

A vehicle for private use designated in the certificate provided the vehicle is not:

  • Used for public transport of persons or merchandise, for hire with or without driver (taxi, rent a car, etc.).
  • More than 3,000 kilograms total weight.

For pay-per-use services, any vehicle if ITACO and its service providers have the necessary tools and accept to provide the service.

Eligible customer:

  • The owner of the eligible vehicle, on whose name the certificate is issued.
  • Any licensed person authorized by the owner to drive the eligible vehicle.
  • All occupants of an eligible vehicle in case of accident up to the maximum number of passengers as per eligible vehicle’s seating capacity.

Usual country of residence:

The country where the certificate/receipt is issued. 

Usual place of residence:

The address in the country where the certificate/receipt is issued.

Breakdown:

Electrical or mechanical failure causing the eligible vehicle to be immobilized, and not drivable.

Accident:

Traffic collision (motor vehicle collision, motor vehicle Accident, car Accident, or car crash) is when a vehicle on the road collides with another vehicle, pedestrian, animal, road debris, or other geographical or architectural obstacle causing the eligible vehicle to be immobilized, and not drivable. 

Service Provider:

Means ITACO Bahrain Co WLL, the company servicing the benefits described in the service receipt directly or by means of its network.

ITACO RSA annual plans:

A set of services you purchase from ITACO that you pay in advance for a full year of cover and entitles you to use the services 24X7 up to the limits established in the general terms and conditions and the certificate/receipt.

Supporting documents:

ITACO may request at any time and at its own discretion any necessary documents, including but not limited to workshop reports and/or repair invoices, police report, traffic police report, eligible vehicle documents including ownership certificate, driver license, copy of the certificate and/or any other documents with the object of determining whether a requested service is covered by the RSA Plan.

Proof of breakdown:

ITACO may request, at any time and at its own discretion, to make necessary inspections and controls to determine if the eligible vehicle is drivable or not, including but not limited to checking the eligible vehicle’s dashboard and/or on-board computer, lights, tilts, and turning on the ignition and/or engine (not applicable to pay-per-use services).

Pay-per-use services:

Services that are not covered by annual plans and payable on request. Each time you need a pay-per-use service, you must pay it in advance.

Excess services:

Services which amount exceeds the limit contained in the annual plan and treated as pay-per-use services.

  1. Annual plans schedule of services and limits

Annual plans schedule of servicesLimits (Up to USD)
BronzeSilverGold
On-site repair30 minutes30 minutes30 minutes
Towing due to breakdownUSD 200USD 200USD 300
Towing due to accidentUSD 200USD 200USD 300
Removal & extractionUSD 300USD 300USD 600
Battery jump startUSD 100USD 100USD 200
Flat tire changeUSD 100USD 100USD 200
Fuel deliveryUSD 100USD 100USD 200
Vehicle unlockingUSD 100USD 100USD 200
Vehicle transportationN/AN/AUSD 600
Vehicle deposit & custodyN/AN/AUSD 300
Vehicle passenger’s hotel accommodation abroadN/AN/AUp to 3 nights
100 USD X night
Vehicle passengers return home or trip continuationN/AN/AUp to 300 USD
Professional driver serviceN/AN/AActual cost
Geographical AreaBahrain GCC
  1. Annual plans cover start and duration

Annual plans cover starts 72 hours after the purchase date and time as mentioned in the certificate/receipt issued at the time of product purchase, therefore, all the rights and obligations will come into force only at that time, and the duration of the cover will be one (1) Gregorian calendar year, meaning 365 days.

  1. Annual plans fees payment

Once you select the plan, you must pay the fees via ITACO website payment gateway, or the link sent to you with a valid debit/credit card.

NO CASH TRANSACTIONS ALLOWED.

  1. Annual plans purchase cancellation and paid fee refund

You can cancel your purchase within a maximum of 7 days from the purchase date and the paid fees will be fully refunded to you, subject to no service claimed at the time of cancellation request.

After 7 days from the purchase, you cannot cancel the agreement and there will be no fees refund.

  1. Annual plans services temporary suspension

In case of non-payment of any fees and/or service charges attributable to you, ITACO will suspend temporarily the services contained in the agreement, and during the duration of the service’s suspension, you will not be able to request any service.

A notice of services suspension will be sent to you by any of the following means: SMS, Email, Post, or any other communication method as per your registered contact details and will have immediate effect.

Consequences of annual plans services temporary suspension.

The services temporary suspension shall not prejudice or affect any right of action or remedy which shall have accrued or shall thereafter accrue to either party prior to or consequential upon the service’s temporary suspension.

Lifting of annual plans services temporary suspension.

To reinstate the services, you must put remedy to the reasons that caused it. Once you put remedy (e.g.: payment of due amounts), the services temporary suspension will be lifted.

A notice will be sent to you and the services will be reinstated with immediate effect.

  1. Annual plans agreement termination

ITACO may terminate the annual plans agreement:

  1. By written notice of termination 7 days prior to the effective date of termination, in case of disability to directly or indirectly perform any material obligation contained in the agreement due to force majeure, law, regulation, guideline or rule applicable.
  2. Immediately, in case of fraud or attempted fraud, abuse, misuse, negligent acts (willful or not), misconduct on your part, non-payment of any fees and/or service charges attributable to you.

The notice of agreement termination will be sent to you by any of the following means: SMS, Email, Post, or any other communication method as per your registered contact details and will have immediate effect.

Consequences of agreement termination:

The agreement termination shall not prejudice or affect any right of action or remedy which shall have accrued or shall thereafter accrue to either party prior to or consequential upon the termination.

Fees refund in case of agreement termination

In case ITACO decides to terminate the agreement, you will be entitled to a pro-rate fee refund, subject to no service claimed at the time of agreement termination.

  1. Pre-paid services schedule of services and limits

Pre-paid services scheduleLimits per plan
BronzeSilverGold
Vehicle pickup and drop-off for any maintenance/servicing at a garage of your choice and/or traffic inspection/registration1 time a year

Geographical Area

(*) Remote areas such as (Durrat-Al-Bahrain) have additional charges

Bahrain
  1. Pre-paid services cover start and duration

Pre-paid cover starts 72 hours after the purchase date and time as mentioned in the certificate/receipt issued at the time of product purchase, therefore, all the rights and obligations will come into force only at that time, and the duration of the cover will be one (1) Gregorian calendar year, meaning 365 days.

  1. Pre-paid services payment

Pre-paid services can only be purchased in conjunction with an annual package.

Once selected, you must pay the fees via ITACO website payment gateway, or the link sent to you with a valid debit/credit card.

NO CASH TRANSACTIONS ALLOWED.

  1. Pre-paid services purchase cancellation and paid fee refund

You can cancel your purchase within a maximum of 7 days from the purchase date and the paid fees will be fully refunded to you, subject to no service claimed at the time of cancellation request.

After 7 days from the purchase, you cannot cancel the agreement and there will be no fees refund.

  1. Pre-paid services temporary suspension

In case of non-payment of any fees and/or service charges attributable to you, ITACO will suspend temporarily the services contained in the agreement, and during the duration of the service’s suspension, you will not be able to request any service.

A notice of services suspension will be sent to you by any of the following means: SMS, Email, Post, or any other communication method as per your registered contact details and will have immediate effect.

Consequences of pre-paid services’ temporary suspension.

The services temporary suspension shall not prejudice or affect any right of action or remedy which shall have accrued or shall thereafter accrue to either party prior to or consequential upon the service’s temporary suspension.

Lifting of pre-paid services’ temporary suspension.

To reinstate the services, you must put remedy to the reasons that caused it. Once you put remedy (e.g.: payment of due amounts), the services temporary suspension will be lifted.

A notice will be sent to you and the services will be reinstated with immediate effect.

  1. Pre-paid services agreement termination

ITACO may terminate the pre-paid services’ agreement:

  1. By written notice of termination 7 days prior to the effective date of termination, in case of disability to directly or indirectly perform in any material obligation contained in the agreement due to force majeure, law, regulation, guideline or rule applicable.
  2. Immediately, in case of fraud or attempted fraud, abuse, misuse, negligent acts (willful or not), misconduct on your part, non-payment of any fees and/or service charges attributable to you.

The notice of agreement termination will be sent to you by any of the following means: SMS, Email, Post, or any other communication method as per your registered contact details and will have immediate effect.

Consequences of agreement termination:

The agreement termination shall not prejudice or affect any right of action or remedy which shall have accrued or shall thereafter accrue to either party prior to or consequential upon the termination.

Fees refund in case of agreement termination

In case ITACO decides to terminate the agreement, you will be entitled to a full fee refund, subject to no service claimed at the time of agreement termination.

  1. Pay-per-use services schedule of services and limits

Pay-per-use services scheduleLimits per plan
BronzeSilverGold
Vehicle pickup and drop-off for any maintenance/servicing at a garage of your choice and/or traffic inspection/registrationUnlimited
Geographical AreaGCC
  1. Pay-per-use services cover start and duration

Pay-per-use services cover starts immediately after the service purchase. The duration of the contractual relation between you and ITACO finishes the moment the service is delivered.

  1. Pay-per-use services payment

Once you select a service, and ITACO accepts to perform such service, ITACO will inform you of the service cost estimation that you must accept and pay via ITACO website payment gateway, or via the link sent to you with a valid debit/credit card.

NO CASH TRANSACTIONS ALLOWED.

Once paid, ITACO will assign a service provider to provide you the service and do necessary follow-up until service completion.

  1. Pay-per-use services additional charges

To the extent of your description of the services needed and/or conditions impacting your vehicle are deficient, inaccurate, or otherwise misstated and/or the services required are more extensive than your description indicated, the price quote provided from ITACO shall not be binding and you are responsible for paying for any additional cost.

For the avoidance of doubt: ITACO itself does not provide pay-per-use services, and ITACO is not a services carrier.

Pay-per-use services are offered through ITACO Assist mobile app and the services are performed by an independent network of service providers.

ITACO will charge only transportation cost. The final charge may differ from this initial estimate and authorization.

  1. Annual plans services 

Consequent upon an unforeseen event happening during a journey, ITACO will provide immediate material assistance as specified in this agreement, provided that this occurrence does not take place outside the specified geographical boundaries and does not take place out of the duration between the validity dates of this agreement.

ITACO is a service company for secondary interventions and will not replace Emergency Authorities under any circumstance in case of any type of risk to persons (injury, etc.) and/or damages to public or private property.

Your safety is first and when needed you are requested to first contact the corresponding emergency authorities (police, firefighter, ambulance, etc.).

  1. On-site repair

In the event of immobilization of the eligible vehicle due to minor mechanical or electrical breakdown, and if the said problem can be repaired at the place of immobilization within a maximum time of thirty (30) minutes, the service provider sent by ITACO to assist you will proceed with the repairs needed to put the eligible vehicle in a driving condition.

ITACO will pay for the labor and travelling expenses of a mechanic to the place of immobilization, however neither the supply of parts or replacement elements, nor materials in general are included in this service.

This service is available 24X7 and will be provided within city limits if the eligible vehicle cannot reach on its own to the nearest repair shop.

Note:

This service will not be offered to eligible vehicles under manufacturer warranty, and ITACO shall bear no responsibility for providing this service if a consent from the owner or authorized driver is given to perform the service. 

  1. Towing in case of breakdown

In the event of a breakdown of the eligible vehicle, ITACO will arrange to tow or transport the eligible vehicle to the “nearest” repair shop, or to the repair shop of choice (as per the schedule of services and limits).

Under certain conditions (night, weekends, holidays, etc.) ITACO at its own discretion might decide to tow the eligible vehicle to a safe location until the eligible vehicle can be towed next working day.

  1. Towing in case of accident

In the event of an accident of the eligible vehicle, ITACO will arrange to tow or transport the eligible vehicle to the “nearest” repair shop, or to the repair shop of choice (as per the schedule of services and limits).

Under certain conditions (night, weekends, holidays, etc.) ITACO at its own discretion might decide to tow the eligible vehicle to a safe location until the eligible vehicle can be towed next working day.

Note:

  • You must finalize all the official procedures such as obtaining the traffic police report and necessary clearance and documents to tow the eligible vehicle.
  • Under no circumstances, ITACO will perform such paperwork and/or co-ordinate with police/emergency services.

     

  1. Removal & extraction

In the event of a breakdown or accident of the eligible vehicle, ITACO will arrange to pull out the eligible vehicle from a difficult access area, within 5 meters from a place that allows the normal towing of the eligible vehicle.

In cases where the eligible vehicle is deep inside a sandy area, underground/multi-story car parking and requires special equipment, this service will be chargeable separately.

  1. Battery jump start

If the eligible vehicle’s battery is down, ITACO will ensure it will jump start the eligible vehicle battery so that it can get to the nearest repair shop.

If the battery cannot be jump started and needs to be replaced, you will bear the cost.

  1. Flat tire change

Flat, punctured or leaking tires of the eligible vehicle during a journey (not at the usual place of residence) will be removed and replaced free of charge. The spare tire and necessary tools to replace the flat or punctured tire should be available within the eligible vehicle and in good usable condition to avail this service. No new tire will be provided by ITACO.

You will be responsible for repair costs to all damaged tires.

  1. Fuel delivery

If the eligible vehicle runs out of fuel during a journey (not at the usual place of residence), ITACO will ensure that enough fuel reaches you, so that you can get to the nearest petrol station.

You will pay for the cost of fuel.

  1. Vehicle unlocking

If the eligible vehicle’s key is locked inside the eligible vehicle, ITACO will aid to unlock the eligible vehicle.

ITACO will not collect duplicate key from customer’s home or office or any other location.

This service does not cover the eligible vehicle’s key battery failure or malfunction and is offered only inside city limits.

  1. Vehicle transportation

If following a breakdown or accident of the eligible vehicle abroad and the eligible vehicle needs repairs to put it back to a driving condition and such repair requires the eligible vehicle to be immobilized for more than 72 hours, and you are back home in the country of residence, ITACO will meet one of the following:

  1. The cost of transporting the eligible vehicle to your usual place of residence.
  2. The travel costs incurred by you or whomever you appoint to retrieve the eligible vehicle and drive it to the usual place of residence.

No amount shall be payable under this benefit in respect of repair costs to the eligible vehicle.

  • Vehicle deposit and custody

If following a breakdown or accident of the eligible vehicle abroad, and the eligible vehicle needs repairs to put it back to a driving condition and such repair requires the eligible vehicle to be immobilized for more than 72 hours, ITACO will meet the cost of deposit and custody of the eligible vehicle abroad up to (as per plans, schedule of benefits and limits).

  • Vehicle passengers’ accommodation

     

If following a breakdown, accident, theft or attempted theft of the eligible vehicle abroad, and the insured vehicle was recovered and needs repairs to put it back to a driving condition and such repair requires the eligible vehicle to be immobilized for more than 48 hours, ITACO will meet accommodation expenses as per the schedule of services and limits per beneficiary per night up to a maximum of three nights.

  • Vehicle passengers return home or trip continuation

     

If following a breakdown, accident, theft or attempted theft of the eligible vehicle abroad, and the eligible vehicle was recovered and needs repairs to put it back to a driving condition and such repair requires the eligible vehicle to be immobilized for more than 48 hours, ITACO will meet one of the following:

  1. Travel costs incurred in returning the beneficiaries to their usual place of residence.
  2. Continue the journey to the original intended destination provided the cost is not greater than returning to their usual place of residence.

If the number of beneficiaries is greater than two, ITACO may decide to provide a hire vehicle, for a maximum period of 48 hours provided that the cost of hiring such vehicle does not exceed the cost of returning to their usual place of residence.

  • Professional driver service

     

In case of sudden illness, injury, or death of the insured person, which makes it impossible to drive the insured vehicle, and if none of those accompanying him/her can substitute the insured, the company will provide a professional driver to drive the insured vehicle and its occupants, to the usual place of residence or the intended destination of the journey.

  1. Pre-paid and pay-per-use services

Pickup and delivery general provisions

Picking up eligible customer’s eligible vehicle from his/her location to do any maintenance/service required and deliver it back to his/her location within the city limits of your usual place of residence.

Traffic inspection and/or car registration general provisions

Picking up the eligible customer’s eligible vehicle from his/her location to the nearest traffic directorate to do the annual traffic inspection and/or registration and deliver it back to his/her location within the city limits of your usual place of residence.

  • Services conditions
    • You shall fix the appointments with the respective service agents where you wish the Vehicle to be transported to.
    • Services can be provided by towing or driving by the service provider’s representative.
    • The eligible customer hereby authorizes the service provider to do the necessary and grant permission to the service provider representative person to operate the eligible vehicle on the road for the purpose of providing the service.
    • The service provider will be responsible to pay any accident fee or to pay either any repair cost for third party insured vehicle or excess amount applied under comprehensive motor insured vehicle in case an accident occurred while providing the services by the service provider’s representative. However, the service provider will not be liable for any increase in the respective vehicle’s renewal premium because of an accident.
    • The eligible customer certifies that there are no valuables or personal items left inside the eligible vehicle and he/she will not claim for any loss of or damage to valuables or personal items afterwards.
    • The service provider will be responsible only for traffic offences happened during the service period as per the period mentioned in the checklist form of pickup and delivery time.
    • The service provider will not be responsible for any breakdown repair cost that occurred during the service period.
    • The service provider must receive the eligible vehicle with enough fuel to provide the service and the service provider will be not responsible for any fuel cost.
    • The eligible customer must pay to the service provider in advance, the service fee, in addition to other related fees such as traffic fines, maintenance cost or others.
    • The eligible customer must ask for payment receipt from the service provider’s representative. The service provider will not be responsible to reimburse any extra payment paid to the service provider’s representative without payment receipt.
    • The eligible customer must sign the vehicle checklist form while handing over his eligible vehicle at service inception and receiving it back.
    • For traffic inspection service, the service provider will not be responsible in case the eligible vehicle did not pass the traffic inspection.
    • For routine maintenance/other service, service provider will not be responsible of any repair requested by the eligible customer and is not repaired by the workshop.
    • On receiving the eligible vehicle, the eligible customer is required to conduct a vehicle inspection. Should the customer accept the delivery of the vehicle, it is assumed that he/she is satisfied with the service and there are no damage claims that will be entertained after delivery is taken.
    • The eligible customer must sign and mention the date and time of handing over and receiving back the eligible vehicle.
    • In case of any complaint, the customer should inform the service provider representative immediately, mention his remarks on the form and call the service provider contact center and raise the complaint immediately.
  • Service requirements
  • Vehicle pickup & delivery for routine maintenance service requirements:
    • Contact person in the workshop if there is a specific person to whom the eligible vehicle shall be delivered.
    • Type of maintenance needed that will be mentioned in the service provider’s pickup & delivery inspection form and get the eligible customer signature on it while picking up the eligible vehicle from the eligible customer.
  • Vehicle’s inspection & registration requirements:
    • Original renewed insurance card.
    • Original Ownership card.
    • The address needed to receive registration documents.
    • Original traffic form signed by the owner of the vehicle.
    • Traffic fines need to be paid along with amount (if any).
    • Information required to consults the Government website for traffic fines:
      • Full name of the customer
      • Civil ID No
      • Block No
      • Expiry date of the smart card.
      • Car plate No
      • Any other documents required by Registration department.
  1. Exclusions

  • ITACO will not be liable for the cost or the provision of a service which arises directly or indirectly from:
  1. Fraudulent acts or suspected fraudulent acts by any person seeking a service.
  2. The deliberate act of any person.
  3. Negligent acts (willful or not) that cause a breakdown or accident to the eligible vehicle.
  4. Consequential loss of any kind.
  5. Extraordinary phenomena such as floods, earthquakes, volcanic eruptions, unusual cyclonic storms, falling astral bodies or meteorites, sand and hailstorm, epidemic or pandemic and heavy rains.
  6. Terrorism, mutinies, riots, or strikes.
  7. Actions by the armed forces or security forces or organizations.
  8. Nuclear radioactivity.
  9. Fuel mineral essences or other flammable explosive or toxic materials transported in the eligible vehicle.
  10. Services resulting from you:
  11. Being under the influence of drugs, toxic or narcotic substances, or where his/her blood-alcohol level exceeds that permitted by the laws in the country where the vehicle is being used.
  12. Not having a driving license corresponding to the class of the Eligible Vehicle.

  • The contravention of regulations relating to the carriage of persons animals or objects in the eligible vehicle which were in whole or part cause of the event giving rise to the claim.
  1. The participation of any person in:
  2. Competitions, rallies, or trials.
  3. Criminal conduct.
  • Wagers or challenges.
  1. Any repairs (including spare parts) to the eligible vehicle.
  2. Any service arranged without the prior authorization of ITACO.
  3. Telephone calls cost and any other additional expenses.
  • ITACO will not be liable to provide services (applicable only to annual plans) in respect of any services not specifically mentioned as covered by a plan including but not limited to:
  • Faulty fuel gauge.
  • Speedometer not working.
  • Air-conditioning not working.
  • Passenger door(s) cannot be opened and there are no passengers in the vehicle.
  • Boot cannot be opened.
  • Front and/or rear demisters not functioning.
  • Horn not functioning.
  • Door mirrors damaged.
  • Rear view mirror damaged but not obstructing the driver’s vision.
  • Fuel cap is damaged or faulty and the eligible vehicle has enough fuel in the tank to enable it to reach the nearest workshop.
  • Roof of convertible cannot be opened.
  • Windows and/or sunroof cannot be opened.
  • Windows and/or sunroof cannot be closed but weather conditions are fair, and the eligible vehicle is not exposed to any security risk.
  • Seat adjustor is faulty, but the vehicle can be safely driven.
  • Passenger seat belts faulty and there are no passengers in the eligible vehicle.
  • Security system faulty but the vehicle is not immobilized, and alarms are not sounding continuously.
  • Transmission stuck in sports/winter mode.
  • ABS lights illuminated.
  • Air bag warning lights illuminated.
  • Traction control lights illuminated.
  • Other non-safety related lights/service warnings illuminated.
  • Running out of windscreen washer fluid.
  • Front windscreen wipers faulty but weather conditions fair.
  • Rear windscreen wiper faulty.
  • Any emergency or life-threatening cases.
  • ITACO will not be liable to provide services in respect of:
  1. Services to any other vehicle than the vehicle mentioned in the certificate/receipt.
  2. Towing of the eligible vehicle for regular servicing and maintenance (not applicable to pay-per-use services).
  3. Towing of the eligible vehicle from a repair shop to another repair shop or to other destinations (not applicable to pay-per-use services).
  4. If, because of force majeure, ITACO is unable to put into effect any of the services envisaged in this agreement.
  5. The provision of which would endanger the lives of those persons intended to provide the service.
  6. Reiterated services for a previous problem with the eligible vehicle which was not fixed by you in due manner and time (not applicable to pay-per-use services).
  7. Any problems related to the eligible vehicle that occurred before purchasing an annual plan.
  • Operational procedures

In case you need to make use of our services, remember always to:

  • Stay calm, and if possible, move the eligible vehicle to a safe place out of traffic.
  • Call the Traffic Police (in case of accident).
  • Call Emergency services in case of injuries.
  • Use ITACO Assist mobile app, or if you prefer you can always contact us at the below:

Due to nature of the services offered, you are requested to follow the below operational procedures:

Presence at the eligible vehicle’s pick-up or immobilization site

  • When requesting a service, you or the authorized person of your choice should be present at the immobilization site when the service provider reaches.
  • The eligible vehicle’s keys should be available to allow the service provider to perform the service properly.
  • In case you or the authorized person of your choice is not present at the immobilization site ITACO can refuse to perform the service at its own discretion.
  • If you or the authorized person of your choice is not present at the immobilization site and gave consent, verbal or written or by any other means to perform the service, you exonerate ITACO from any damages to the eligible vehicle.

Presence at the eligible vehicle’s drop-off site

  • You or the authorized person of your choice should be present at the eligible vehicle’s drop-off site.
  • If you or the authorized person of your choice are not present at the drop-off site and gave consent, verbal or written or by any other means to perform the service, you exonerate ITACO from any damages to the eligible vehicle.

Excess waiting time

When you request any service and the service provider is dispatched to assist you and you or the authorized person of your choice are not present at the immobilization site, a courtesy time of 10 minutes will be given to you or to the authorized person of your choice to arrive.

Afterwards, the excess waiting time may be chargeable.

In case you or the authorized person of your choice refuse to pay the excess waiting time, ITACO can cancel the service which in all cases will be considered as an availed service and will be deducted from the total services limit (if applicable).

You may cancel a service if the service provider assigned to assist you did not start his journey to perform the service.

Vehicle Status Form Before Service

You or the authorized person of your choice will be requested to sign a vehicle status report either on paper or electronically mentioning the eligible vehicle status before the service provider performs the service.

Vehicle Status Form After Service

You, the authorized person of your choice or the person present at the drop-off site (i.e; repair shop/dealer service agent, watchman or security personnel) will be requested to sign a vehicle status report either on paper or electronically mentioning the eligible vehicle status after the service provider performs the service.

Important:

If you, the authorized person of your choice or the person present at the drop-off site (i.e; repair shop/dealer service agent, watchman or security personnel) does not sign the vehicle status report ITACO will be exonerated from any responsibility towards any damages to the eligible vehicle that are not reported within 1 hour after the service has concluded.

Workshops and/or repairer recommendations

ITACO will not recommend any workshops or repairers to transport the eligible vehicle to.

  1. Services reimbursement

In case you, and only due to force majeure or any reason beyond your control, cannot use any of the methods ITACO puts at your disposal to request a covered service and pay the service on your own, you can seek for expenses reimbursement in writing as follows:

Use the expenses reimbursement forms available at www.itacorsa.com

If you do not have a smart phone and/or access to ITACO Platform online, follow the following instructions:

  • Contact ITACO to obtain a “service number”.
  • Send an explanation letter of the circumstances of why the service for which you seek reimbursement was not requested and/or obtained from ITACO directly.
  • Send all official documents (such as police report or notification of loss or damage, etc.) and original receipts of the expenses incurred.

ITACO, at its own discretion will consider reimbursing any expenses, totally or partially, after an internal assessment and case study is done.

The amounts (if any) reimbursed, will not exceed under any circumstance the amounts ITACO would have paid to provide the same service if ITACO was contacted directly in due time and manner to perform the service.

ITACO, is NOT liable in respect of any service, which would otherwise be payable under the roadside assistance agreement, should there be another insurance and/or service agreement in force covering the same contingencies.