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Community Guidelines

Last updated: 2026-07-05

1. Why These Guidelines Exist

TowGo connects Customers with independent Drivers. That only works when everyone treats each other with respect.

These Community Guidelines are the norms we expect from everyone who uses the Platform. They are different from our Acceptable Use Policy — the AUP describes what will get your account closed. Guidelines describe how we hope you show up.

2. Everyone

  • Be kind. Roadside emergencies are stressful. A little patience goes a long way.
  • Be honest. Rate people fairly. Report what happened, not what you wish had happened.
  • Communicate clearly. Say what you need. Ask questions if you're unsure.
  • Respect privacy. Do not share the other person's information off the Platform.
  • Be on time. If you are running late, tell the other person.
  • Follow the law. Especially the safety laws — see Section 7.

3. No Discrimination

You may not treat someone differently based on race, religion, color, national origin, age, sex, height, weight, familial status, marital status, disability, sexual orientation, gender identity, or veteran status. Michigan's Elliott-Larsen Civil Rights Act lists many of these protections; we follow them across the country.

This applies to:

  • Drivers refusing jobs.
  • Customers refusing service from a Driver.
  • Ratings and reviews.
  • Chat messages.
  • Anywhere else you interact on the Platform.

4. Ratings and Reviews

  • Rate promptly — right after the job, while it is fresh.
  • Rate honestly — a bad experience deserves a low rating; a great one deserves a high rating.
  • Focus on the service — not on the person's identity or protected class.
  • Do not swap ratings. Rate what actually happened, not what you agreed to say.
  • Do not retaliate. If you had a bad day, we hope you rated us fairly. Do not use the Platform to punish someone for something outside the job.

We may remove reviews that break the guidelines or the Acceptable Use Policy.

5. In-App Chat

  • Use chat to coordinate the job — where you are, what you need, when you will arrive.
  • Do not share phone numbers, emails, or social media handles in chat before or during a job. Everything you need to reach the other person is in the app.
  • Keep it professional. No harassment, no sexual advances, no threats.
  • After a job ends, in-app chat closes. Do not contact the other person by other means.

6. Tipping

  • Tips are optional for Customers.
  • Drivers may not pressure Customers for tips.
  • Cash tips are fine. Drivers get 100% of tips whether paid in cash or in-app.

7. Safety First

  • If you are hurt, in danger, or witness a crime, call 911 first. Then tell us.
  • Drivers, please follow all traffic and safety laws. Do not use the app while driving.
  • Customers, please stay in a safe location while you wait. If you are on the road, follow the "move over" law and stand back from traffic.
  • Do not use the Platform for emergencies. TowGo is for non-emergency roadside help.

8. Photos and Media

  • If you take photos of a job for the Platform, do not include other people's faces or license plates that are not part of the job.
  • Do not take photos of the Driver or Customer without their OK.
  • Do not use the Platform to post anything you would not want your family to see.

9. Off-Platform Contact

  • Do not add each other on social media because of a job.
  • Do not follow up outside the app once a job is done.
  • If you liked working with a Driver, book them again through the app. That is how repeat business works on TowGo.

10. What Happens If You Break the Guidelines

Guidelines are a shared standard, not a hard rule. If you break them, we may:

  • Coach you (a message from our team explaining the norm).
  • Hide or remove a specific review or message.
  • Apply the Acceptable Use Policy if the behavior is serious.

Serious or repeated violations may result in account suspension or termination under the Terms of Service.

11. Reporting

If you see behavior that breaks the guidelines, please report it:

  • In the app, every user profile and job has a "Report" option.
  • By email — [email protected].
  • For urgent safety issues, call 911 first, then tell us.

12. Contact

TowGo Marketplace LLC Support: [email protected] Legal: [email protected]