ETD-012 – Customer Bill of Rights
Plain Language Summary
EmergencyTireDelivery.com (“ETD”) believes every customer deserves to be treated with honesty, professionalism, fairness, and respect.
This Customer Bill of Rights reflects ETD’s commitment to building a marketplace founded on transparency, safety, and trust. While ETD operates as a marketplace connecting customers with independent providers, ETD encourages every marketplace participant to honor these principles and continuously improve the customer experience.
1. Purpose
The purpose of this Customer Bill of Rights is to establish the principles that guide the ETD Marketplace and the level of service ETD strives to promote throughout the platform.
These rights represent ETD’s commitment to fostering a marketplace where customers can make informed decisions with confidence.
2. The Right to Honest Information
Customers have the right to receive information that is accurate, truthful, and not intentionally misleading.
Marketplace listings should reasonably represent the products and services being offered, including descriptions, specifications, availability, and other material information.
3. The Right to Transparent Pricing
Customers have the right to know the advertised price of a product or service before making a purchasing decision.
Providers are expected to communicate pricing honestly and clearly, including any known mandatory charges that apply to the transaction.
Customers should not be surprised by hidden fees, misleading placeholder pricing, or deceptive advertising practices.
4. The Right to Accurate Listings
Customers have the right to expect that marketplace listings reasonably reflect the products and services actually being offered.
Listings should remain current regarding:
- Inventory availability
- Pricing
- Service areas
- Business hours
- Contact information
- Services offered
5. The Right to Professional Treatment
Every customer should be treated courteously, respectfully, and professionally.
Customers should receive clear communication and fair treatment regardless of race, color, national origin, language, religion, sex, age, disability, or economic circumstances.
6. The Right to Safe Service
Roadside emergencies can present unique safety risks.
ETD encourages providers to place safety first by following applicable laws, using appropriate safety practices, and communicating openly with customers whenever conditions require additional precautions.
If a location presents an unreasonable safety risk, providers should explain the concern and work with the customer to identify a safer alternative whenever reasonably possible.
7. The Right to Honest Communication
Customers have the right to receive honest communication regarding:
- Product availability
- Estimated arrival times
- Service limitations
- Estimated completion times
- Pricing changes resulting from unforeseen circumstances
Providers should communicate significant changes as soon as reasonably possible.
8. The Right to Fair Reviews
Customers have the right to share honest experiences through ETD’s review system, consistent with the ETD Review & Ratings Policy.
Constructive feedback helps improve marketplace quality and supports informed decisions by future customers.
9. The Right to Privacy
Customers have the right to expect that personal information will be handled responsibly in accordance with ETD’s Privacy Policy and applicable laws.
10. The Right to Choose
Customers remain free to compare providers, products, pricing, response times, and services before deciding whom to hire.
ETD supports informed decision-making by encouraging accurate listings and transparent marketplace information.
11. The Right to Respectful Resolution
If concerns arise during a transaction, customers should be treated respectfully and given a reasonable opportunity to communicate with the provider to seek an appropriate resolution.
ETD encourages professional dialogue and good-faith efforts to resolve disputes whenever reasonably possible.
12. The Right to Marketplace Integrity
Customers have the right to expect that ETD will work to promote a marketplace founded on honesty, transparency, professionalism, and fairness.
When ETD becomes aware of listings or conduct that appear inconsistent with Marketplace Standards, ETD may review the matter and take action consistent with its governing policies.
Our Commitment
ETD believes that trust is earned through consistent actions.
Every listing, every conversation, every delivery, every installation, and every customer interaction contributes to the reputation of the ETD Marketplace.
By promoting transparency, professionalism, safety, and accountability, ETD strives to create a marketplace where motorists can confidently locate the tires and services they need during some of their most stressful moments.
Guiding Principle
Every customer deserves honest information, transparent pricing, professional treatment, and the opportunity to make informed decisions with confidence. These principles are fundamental to the ETD Marketplace and reflect our commitment to building lasting trust through integrity, safety, and respect.