Customer Policies & Guidelines

To have any vehicle released from our custody or storage, Texas law requires the owner or authorized representative to provide specific documentation. This protects against auto theft and liability claims.

You must present the following:

• Government-Issued Photo ID: State-issued driver's license, ID card, or passport.
• Proof of Ownership: The vehicle title, current registration receipt, or an official insurance card listing the vehicle's VIN and owner's name.
• Authorized Representative (If applicable): A signed, notarized power of attorney or a completed VSF Authorization form allowing release to a third party.

DiamondSpec Towing enforces a strict **Cash on Delivery (COD)** payment policy. This structure allows us to keep our administrative costs low and maintain transparent, flat-rate pricing for all clients.

• Accepted Payments: Cash, major Credit/Debit cards (Visa, Mastercard, Discover, Amex), and Zelle.
• No Personal Checks: We do not accept personal or business checks for residential or public services.
• Immediate Payment: Payment must be made on-scene or processed by card before the vehicle is unhooked or released.
• Shop Accounts: Authorized auto body shops and dealerships must process payment via card-on-file or at the service desk upon delivery before the vehicle is unhooked, unless a formal corporate billing account has been pre-approved.

Our dispatch line operates 24/7/365 to handle emergencies, collisions, and breakdown recoveries. Surcharges apply during specific operational hours to ensure driver availability and safety during off-peak times:

• After-Hours Surcharge: A flat **+$35.00** fee is added to the base rate for any service dispatched between **6:00 PM and 10:00 AM** daily.
• Weekend Surcharge: A flat **+$35.00** fee is added to the base rate for any service dispatched **all day Saturday and Sunday**.
• Holiday Surcharge: A flat **+$35.00** fee is added to the base rate for services scheduled on major federal holidays (New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas).

We take vehicle safety seriously. To protect your vehicle's mechanical integrity and eliminate disputes, we implement the following operational standards:

• Drivetrain Rules: We inspect every vehicle's drivetrain (FWD, RWD, AWD) before towing. All AWD and 4WD vehicles are towed either on flatbeds or using wheel-lift dollies. Dollies are always provided at no extra charge.
• Pre-Tow Documentation: Drivers perform a visual walkthrough and take high-resolution photos of all 4 sides of the vehicle, tires, and odometer before hooking up to verify pre-existing condition.
• Cancellation / GOA Fee: Once a driver has been dispatched, cancellations made while the driver is en route or upon arrival will be billed a **$50.00 Go-On-Arrival (GOA)** fee.

Towing operations and vehicle storage facilities in the State of Texas are regulated by the **Texas Department of Licensing and Regulation (TDLR)**. DiamondSpec Towing is fully licensed, insured, and compliant with all state towing statutes.

If you have questions, disputes, or complaints regarding a tow, we encourage you to call our office first to resolve them. You also have the right to contact the state regulatory agency:

• Agency: Texas Department of Licensing and Regulation (TDLR)
• Website: www.tdlr.texas.gov
• Mailing Address: P.O. Box 12157, Austin, Texas 78711
• Toll-Free (in Texas): 1-800-803-9202