Questions, answered.

Common questions

How do I reach a real person?

Just ask to speak with the RoadKin team and we'll take it from there.

Who am I talking to?

I'm Hazel, RoadKin's assistant. I can quote a service, book it, check on a job, answer questions, or get a real person for you.

What are your support hours?

For an urgent issue on an active job we can connect you to a person any time, day or night. For general questions our team is available weekdays, 9am to 5pm Eastern.

How do I report a problem or complaint?

Tell me what happened and I'll log it for the RoadKin team to follow up — or I can connect you with a person right now if it's urgent.

For customers

How much does a tow or roadside service cost?

You get a flat, upfront price before you book — no surprise fees. It depends on the service (tow, jumpstart, lockout, and so on), your vehicle's size, and the tow distance. You'll see the full total before you pay.

When is my card charged?

We place a hold on your card when you book and only charge it once the job is finished. If no operator takes the job, the hold is released.

How fast will someone get to me?

As soon as an operator accepts your job, you get a live tracker showing their location and ETA. Arrival time depends on demand and where you are in metro Detroit.

What areas does RoadKin cover?

RoadKin serves the Detroit metro area.

Are your operators vetted and insured?

Yes. Every operator is background-checked through Checkr, carries commercial insurance, and is licensed before they can accept jobs.

Can I cancel my request?

Yes — you can cancel from your tracker link before an operator is on the way, and the hold on your card is released.

How do I track my driver?

Use the tracker link we text and email you after booking. It shows your operator's live location and the job status.

What services can I request?

Tows, jumpstarts, lockouts, tire changes, fuel delivery, winch-outs and recovery, and more.

Can I tip my driver?

Yes. After the job you can rate and tip, and tips go 100% to your operator.

How do I book a service?

Book online at roadkin.co or give us a call, tell us your location and what you need, and we route it to a nearby vetted operator.

How do I pay — do you take cash?

No cash. You pay by card on the secure tracker link we text and email you. Your card isn't charged until the job is finished.

Why is there a hold/pending charge on my card?

When you book, we place a temporary authorization hold for the quoted amount. We only actually charge it once the operator completes the job. If no one takes the job, the hold drops off.

My card was declined / payment failed — what do I do?

Open your tracker link and tap 'Complete payment' to try again with a different card. Your booking stays open as 'awaiting payment' until it goes through.

Can I get a receipt?

Yes — once the job is complete we email a receipt to the address on your booking.

Is my payment information secure?

Yes. Payments run through Stripe and we never see or store your card number.

Is there a cancellation fee?

No. As long as you cancel before an operator is en route, there's no charge and the hold on your card is released.

When is the hold released if I cancel or no one accepts?

Automatically. If you cancel in time or no operator accepts the job, the authorization hold is released by your bank (timing varies by bank, usually a few days).

What if no operator accepts my job?

If no one's available, we let you know, release the card hold, and you can try again or call us. We never charge you for a job no one performed.

What information do you need to send help?

Your location (or a pickup address), what's wrong (tow, jumpstart, lockout, etc.), and your vehicle — year, make, model, and color. For a tow we also need the drop-off address.

Can you tow my car to a specific shop or dealership?

Yes. Just give us the drop-off address when you book and the operator takes it there.

How far can you tow my vehicle?

As far as you need — pricing is based on the loaded miles from pickup to drop-off. Long-distance tows are available; you'll see the total before you book.

Do you handle motorcycles, EVs, or heavy trucks?

Yes. We match your vehicle to the right operator and equipment — light-duty for cars/SUVs, medium and heavy-duty for larger trucks and RVs, and EV mobile charging where available.

I was in an accident — can you help?

Yes. Make sure everyone's safe and call 911 if anyone's hurt first. Then book an accident tow and let us know it was an accident so the operator comes prepared.

I locked my keys in my car.

That's a lockout — book a lockout service and an operator will come get you back in.

I ran out of gas.

We'll bring fuel to you — book fuel delivery (gas or diesel).

I have a flat tire.

Book a tire change — if you have a good spare the operator swaps it on; if not, they can inflate it or tow you.

My battery is dead.

Book a jumpstart. If the battery won't hold, the operator can test it and, where available, replace it.

My car is stuck in snow, mud, or a ditch.

That's a winch-out / recovery — book it and an operator with a winch will pull you out.

The operator is taking too long — what can I do?

Check your tracker for their live location and ETA. If you need to, you can cancel from the tracker, or ask to speak with our team and we'll help.

How do I know the operator showing up is legit?

Every operator is background-checked and insured, and your tracker shows who's coming. Never pay anyone in cash on the side — your payment goes through the app only.

Can someone else book a service for me?

Yes — they just need your location and a callback number. The tracker link can be sent to your phone.

I think I left something in the tow truck.

Reach out to our team with your job details and we'll help connect you with the operator to recover it.

Can I schedule a tow for later?

RoadKin is on-demand — we dispatch the nearest available operator right away. For a future appointment, call us and we'll see what we can arrange.

Do you serve my area?

We cover the Detroit metro area. If you're outside it, we may not be able to dispatch — give us a call and we'll point you in the right direction.

How do I reach my driver directly?

Your tracker shows their status and live location. For privacy, contact happens through RoadKin rather than sharing personal numbers — ask us and we'll relay anything urgent.

For operators

What does RoadKin cost me as an operator?

A flat 18% marketplace fee on completed jobs. You keep 82%, plus 100% of customer tips. No contract and no forced dispatch.

When do I get paid?

Payouts go to your Stripe Connect account after a job is completed and the customer's payment is captured — paid out in days, not net-60.

How do I get jobs?

When a customer books in your service area and categories, you get an offer. Accept the ones you want and decline the rest — there's no penalty for passing.

What do I need to sign up?

Business identity (EIN and legal name), your service area, at least one truck, commercial auto insurance with a current certificate of insurance, a Stripe Connect payout account, a clear Checkr background check, and a signed operator agreement.

What insurance do I need?

Commercial auto liability on every service vehicle, plus the coverages we publish, with current certificates of insurance on file. Lapsed coverage pauses your dispatch until it's renewed.

What is the background check?

A Checkr background check for you and each of your drivers. Results need to come back clear before taking jobs.

How do I cash out?

You can transfer your RoadKin balance to your bank through Stripe — standard (free, a couple of business days) or instant (small fee).

Do I have to accept every job?

No. Set your availability and accept only the jobs that fit. Declining costs you nothing.

Can I add my own drivers?

Yes. You can add drivers under your account. RoadKin pays you for the work, and you handle paying your own drivers.

Am I an employee of RoadKin?

No — you operate as your own independent business. You set your own hours, service area, and how you run your jobs.

How do I go on or off duty?

Toggle your availability on your /driver or /operator dashboard. You only get offers while you're on duty.

How are jobs assigned to me?

When a customer books, we offer it to nearby on-duty operators whose service area, service categories, and duty class fit the job. You accept the ones you want.

How do I complete a job?

Advance the status as you go — en route, on scene, then complete. The app prompts you for the required photos, signature, and any damage notes. Completing it captures the customer's payment and triggers your payout.

What photos or signatures are required?

It depends on the service — the app tells you exactly what to capture (pickup/drop-off photos, a customer signature, and a damage inventory for tows). Capturing them protects you in a dispute.

What if I can't find the customer or they left?

Use the exception exits in the app — 'unable to locate' or 'gone on arrival.' That flags it for dispatch review; payout depends on the review.

When exactly does the customer get charged and I get paid?

The customer's card is held at booking and charged the moment you mark the job complete. Your payout (the job minus the 18% fee) then goes to your Stripe Connect account, typically within a few business days.

What's the difference between standard and instant cash-out?

Standard is free and lands in about two business days. Instant is a small fee and arrives in roughly 30 minutes. You choose when you withdraw.

Do I get a 1099?

Yes. You operate as an independent business, so RoadKin reports your payouts and you receive a 1099.

How do tips work for me and my drivers?

Tips pass through 100% — to you, or directly to the sub-driver who did the job if they've connected their own Stripe account. RoadKin never takes a cut of tips.

What are the exact insurance minimums?

Commercial auto liability of at least $750,000 combined single limit, general liability of $1,000,000 per occurrence, and on-hook/garagekeepers' coverage of at least $100,000. You also name RoadKin as an additional insured and keep current COIs on file.

What happens if my insurance lapses or expires?

Your dispatch eligibility is automatically suspended until you provide a current certificate of insurance. Send us an updated COI before your policy expires to avoid interruptions.

Why is my account still 'pending'?

One of the activation steps is outstanding — usually Stripe Connect, a clear Checkr background check, a current insurance COI, or the signed operator agreement. Finish the open step and you activate automatically.

How do I get activated to take jobs?

Complete all of: business identity, service area, at least one truck, commercial auto insurance + COI, Stripe Connect, a clear Checkr background check, and the signed operator agreement. Once they're all in, you're activated automatically.

How do I add and manage my sub-drivers?

Add drivers under your account from your operator dashboard. Each gets their own login and voice PIN. RoadKin pays you for the work and you handle paying your drivers.

Can my sub-drivers cash out directly?

Not today — RoadKin pays the operator-owner, and you pay your own drivers. Direct driver payouts are reserved for a future RoadKin Payroll product.

How do I get my own branded subdomain?

Branded subdomains come with the Fleet tier, or as a $29/mo add-on on Solo/Crew. It gives you a RoadKin-powered page under your own brand.

How do I update my service area, radius, or service types?

From your operator settings — change your home base, radius, licensed cities, duty classes, and the services you accept anytime.

Can I run jobs myself as the owner?

Yes — you can work as the driver on your own account (owner-as-driver), or dispatch to your sub-drivers, or both.

How does the operator phone line work?

Call the operator line and verify yourself with your 6-digit voice PIN. Then you can check your state, set availability, accept/decline offers, and advance job status by voice.

How do I get more jobs?

Stay on duty, widen your service area and the categories you accept, accept offers quickly, and keep your ratings high. The more available and responsive you are, the more offers route to you.

Do my drivers also need a background check?

Yes — the owner and every sub-driver must pass a Checkr background check, and results need to be clear before that person can take jobs.

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