Terms of Service

Last Updated: January 2026 | Effective Date: January 2026

Introduction

Welcome to AskAutoDoctor ("Platform", "we", "us", or "our"). These Terms of Service ("Terms") govern your use of our digital automotive diagnostics and repair marketplace platform that connects vehicle owners ("Customers") with independent certified mechanics and repair workshops ("Service Providers") across Canada.

By accessing or using AskAutoDoctor, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Platform.

Important: AskAutoDoctor is a marketplace platform that connects customers with independent mechanics and workshops. We do not perform automotive services, employ mechanics, or own workshops. All services are provided by independent Service Providers.

1. Platform Role and Responsibilities

1.1 Marketplace Service

AskAutoDoctor operates as a technology marketplace platform that:

  • Facilitates connections between Customers and Service Providers
  • Provides video diagnostic sessions, chat consultations, and scheduling tools
  • Processes payments and manages escrow for services
  • Operates an RFQ (Request for Quote) marketplace for repair work
  • Offers dispute resolution and customer support

1.2 Not a Service Provider

AskAutoDoctor does NOT:

  • Perform automotive repair, diagnostic, or inspection services
  • Employ mechanics or own workshops
  • Guarantee the quality, accuracy, or timeliness of services
  • Assume liability for service outcomes or vehicle damage
  • Act as an agent, partner, joint venture, or employer of Service Providers

1.3 Service Provider Independence

All mechanics and workshops on the Platform are independent contractors or businesses. They are solely responsible for:

  • Maintaining proper licenses, certifications, and insurance
  • Quality of work, diagnoses, and repairs
  • Compliance with applicable provincial consumer protection laws
  • Employment relationships with their own staff
  • Tax obligations and business operations

2. User Accounts and Eligibility

2.1 Account Creation

To use AskAutoDoctor, you must:

  • Be at least 18 years old
  • Provide accurate and complete information
  • Maintain the security of your account credentials
  • Notify us immediately of any unauthorized access

2.2 Account Types

Customers:

Vehicle owners seeking diagnostic, inspection, or repair services. You agree to provide accurate vehicle information and follow safety guidelines during video sessions.

Service Providers (Mechanics/Workshops):

Must meet additional requirements:

  • Valid certifications (Red Seal, ASE, Provincial 310S/310T, or manufacturer-specific)
  • Current liability insurance
  • Business registration in their province
  • Acceptance of separate Service Provider Agreement

3. Platform Services

3.1 Available Services

  • Quick Chat: Text-based consultations with certified mechanics
  • Standard Video: Live video diagnostics with visual inspection
  • Premium Video: Longer-form video diagnostics when available
  • Intro access: Introductory access may be available for new customers (availability varies by plan)
  • In-Person Services: Connecting customers with workshops for physical diagnostics and repairs
  • RFQ Marketplace: Request quotes from multiple workshops for repair work

3.2 Service Limitations

Emergency Services: AskAutoDoctor is NOT for emergency situations. Call 911 or roadside assistance for emergencies (fires, accidents, stranded vehicles in unsafe locations).

3.3 Booking and Scheduling

Customers can book sessions through our Booking Wizard. By booking a session, you agree to:

  • Be available at the scheduled time with your vehicle ready
  • Follow safety instructions provided by the mechanic
  • Provide accurate vehicle information and concern descriptions
  • Complete payment through the platform escrow system

3.4 Customer Selection Responsibility

IMPORTANT - CUSTOMER RESPONSIBILITY FOR SELECTION:

You are solely responsible for selecting the Service Provider (mechanic or workshop) and the service location that meets your needs. When using the Platform to book in-person services:

  • Location Selection: You are responsible for verifying that your selected Service Provider operates in a location that is accessible and convenient for you. The Platform allows you to search by postal code and view workshop locations before booking.
  • Travel Responsibility: You are responsible for traveling to the Service Provider's workshop location. AskAutoDoctor does not provide transportation services.
  • Geographic Mismatch: If you book a Service Provider in a different city, province, or country from your actual location (e.g., booking a mechanic in Vancouver while located in Toronto), you bear full responsibility for any inconvenience, additional costs, or inability to complete the service.
  • Service Area Verification: Before booking in-person services, verify that the workshop's service area includes your location. Service coverage areas are displayed during the booking process.
  • Service Provider Responsibility: In-person diagnostics and repairs are provided by the workshop you select. AskAutoDoctor facilitates booking and payment but does not perform repairs or set repair prices.

AskAutoDoctor shall have no liability for any claims, costs, or damages arising from your selection of a Service Provider whose location is impractical or inaccessible for you.

4. Payment and Fees

4.1 Payment Processing

All payments are processed securely through Stripe Inc. (PCI-DSS Level 1 compliant). By using our Platform, you agree to Stripe's Terms of Service and acknowledge that we do not store credit card numbers, CVV codes, or banking credentials.

4.2 Pricing and Service Plans

Current service plans are listed on our pricing page and may change during beta.

  • Chat sessions: Text-based consultations
  • Video sessions: Live video diagnostics
  • Extended sessions: Longer sessions when available
  • Subscriptions: Monthly allowance and discounts when available

See askautodoctor.com/pricing for current details.

Subscription plans provide a monthly allowance and member discount for online sessions. Allowance resets each billing cycle and may roll over up to the plan cap while the subscription is active. If you cancel or your subscription ends for non-payment, remaining allowance expires and has no cash value. Discounts and allowance pause if a subscription payment fails and resume upon successful payment.

Prices are shown in Canadian dollars (CAD). Taxes are calculated at checkout based on billing address and service location where required by law, and are collected by the applicable merchant of record (platform for online/subscription services if registered; workshop for in-person services if registered).

In-person diagnostic fees are set by the workshop and shown during booking. Repairs are quoted and approved directly with the workshop.

4.3 Taxes and Invoicing

For online sessions and subscriptions, AskAutoDoctor is the merchant of record and collects applicable taxes. For in-person diagnostics and repairs, the workshop is the merchant of record and is responsible for applicable taxes. We may issue receipts on behalf of workshops for marketplace transactions where required.

4.4 Platform Fees

AskAutoDoctor charges Service Providers platform fees as follows:

  • Video/Chat Sessions: 30% platform fee (Service Provider receives 70%)
  • RFQ Marketplace: Custom fee agreement per workshop (typically 3-10%, negotiated individually)
  • Payment Processing: Card payments are processed via Stripe and fees are handled by the platform as part of service delivery.

These fees cover payment processing, dispute resolution, platform maintenance, escrow management, and customer support.

4.5 Cancellations and Refunds

Cancellation policies vary by session type and timing:

  • More than 24 hours before session: Full refund
  • 2-24 hours before: Partial refund (varies by session type)
  • Less than 2 hours: Reduced refund or no refund
  • No-show: No refund
  • Service quality disputes: Handled through dispute resolution process

Refunds are credited to your account wallet by default so you can rebook immediately. Card refunds are available by request within 30 days (minimum $10.00 CAD) and require admin approval. Card refunds are net of Stripe processing fees from the original charge. Requests are limited to the full unused wallet credit tied to the original refund; unrelated wallet balance is not eligible. Certain promotional or diagnostic credits may have different refund terms. Refunds may be held for review on accounts flagged for suspicious activity (e.g., excessive cancellations or chargebacks). Full cancellation policy details are displayed during the booking process.

4.6 Session Billing Policy

AskAutoDoctor uses a fair, transparent billing system for live sessions:

Join Window

After booking, both you and the mechanic have 10 minutes to join the session. If either party fails to join within this window, the session ends automatically. For instant sessions, pre-start cancellation is not available; the session resolves at the 10-minute mark.

Billing Threshold

Sessions become billable after 2 minutes of live connection. Sessions shorter than 2 minutes are not charged.

If the Mechanic Does Not Join

If your mechanic does not join within 10 minutes, the session is cancelled and you receive a full refund to your account wallet.

If You Do Not Join

If you do not join within the 10-minute window after the session starts, the session is marked complete. You will be charged and the mechanic will be paid for their time.

Sessions 2 Minutes or Longer

Once a session has been live for 2 minutes or more, it is considered a completed service. You will be charged and the mechanic will be paid. No refunds are issued for completed sessions.

Disconnections

  • Before 2 minutes: If you or the mechanic disconnects before 2 minutes, the session is cancelled and you receive a full refund.
  • After 2 minutes: If a disconnection occurs after 2 minutes, the session is treated as completed. You are charged and the mechanic is paid.

Equipment Readiness

You are responsible for having a working camera/microphone and a stable connection before joining. If you cannot join within the 10-minute window due to device setup issues, the session is treated as a no-show.

Refund Destination

Refunds are automatically credited to your AskAutoDoctor wallet for immediate use on future sessions. If you paid using subscription allowance, the allowance is restored. If you need a card refund, submit a request from your Account & Credits page within 30 days (minimum $10.00 CAD). Approved requests are processed back to the original card net of Stripe processing fees from the original charge and may take 5-10 business days to appear.

4.7 Escrow System

For in-person services and RFQ marketplace transactions, payments are held in escrow until the customer confirms service completion. Funds are released to the Service Provider after confirmation or automatically after 7 days without dispute.

4.8 Diagnostic Credit

After completing a qualifying online diagnostic session ($50 or more), you may receive a courtesy Diagnostic Credit of up to $50 toward an in-person visit with the same mechanic. This credit is valid for 72 hours from session completion and applies to the same vehicle only.

The Diagnostic Credit is applied as a payment toward your total bill. Applicable taxes are calculated on the full service value before the credit is applied. For example, if an in-person service is $85 plus tax, the tax is calculated on $85, and your $50 credit reduces what you pay out of pocket.

Diagnostic Credits are courtesy-only and never refundable. They cannot be transferred to a different mechanic or vehicle, cannot be combined with other promotional offers, and expire automatically after 72 hours. Unused or cancelled credits are forfeited and have no cash value.

5. Service Provider (Mechanic) Terms

The following terms apply specifically to mechanics and workshops using AskAutoDoctor as Service Providers. By registering as a mechanic, you agree to these additional terms.

5.1 Account Types and Scope

Virtual Mechanic (Default)

All individual mechanics initially register as Virtual Mechanics. Virtual mechanics provide:

  • Remote video diagnostic consultations
  • Chat-based advice sessions
  • Recommendations for in-person repairs

Virtual mechanics do NOT perform physical repairs or hands-on work through the Platform.

Workshop Mechanic

Mechanics who work for registered workshops may be invited by workshop owners/managers. Workshop mechanics operate under their workshop's insurance and business registration.

Workshop Owner/Operator

Workshop owners must register their workshop separately through the Workshop Registration process, which includes comprehensive business insurance verification.

Promotional Sessions (Free Trials)

AskAutoDoctor may offer promotional or free trial sessions to customers. These sessions are clearly labeled. Unless a separate stipend is provided in writing, promotional sessions are unpaid. Service Providers may accept or decline promotional sessions at their discretion.

5.2 Profile Requirements

To maintain an active status on the Platform, Service Providers must:

  • Complete a Video Profile: Upload a professional introduction video (30-50 seconds) that introduces yourself to customers. This video is displayed on your mechanic card and helps customers choose the right mechanic.
  • Provide Accurate Information: All certifications, experience, and specialization claims must be accurate and verifiable. Misrepresentation may result in account termination.
  • Maintain Valid Certifications: Ensure your certifications (Red Seal, ASE, Provincial 310S/310T, etc.) remain current. Expired certifications may result in account suspension.
  • Profile Photo: Upload a clear, professional photo for your profile.

5.3 Information Displayed to Customers

By registering as a mechanic, you consent to the following information being publicly displayed on your Mechanic Card, which customers see when booking sessions:

  • First name (last name initial only, e.g., "John S.")
  • Profile photo and video introduction
  • Certifications (type and verification status)
  • Years of experience
  • Specializations (e.g., "Brakes", "Engine", "Electrical")
  • Service area (city/region, not exact address)
  • Customer ratings and review count
  • Languages spoken
  • Brand specialties (if applicable, e.g., "BMW Specialist")

Your full name, address, phone number, and email are NOT displayed to customers until after booking.

5.4 Payout and Banking

All payouts are processed through Stripe Connect. By registering as a Service Provider:

  • You will complete Stripe Connect onboarding after your application is approved
  • Stripe will collect your banking information and tax documentation directly
  • AskAutoDoctor does NOT store your banking credentials
  • Payouts are processed weekly (or as configured in your settings)
  • You are responsible for your own tax obligations and reporting

5.5 Insurance Requirements

Virtual Mechanics: Since virtual mechanics provide advice only and do not perform physical work on vehicles, individual liability insurance is NOT required for virtual-only accounts.

Workshop Mechanics: Mechanics working through registered workshops are covered by their workshop's business insurance. Insurance verification is handled during workshop registration.

Workshop Owners: Workshops must maintain comprehensive business liability insurance as verified during workshop registration.

5.6 Conduct Standards

Service Providers must maintain professional standards at all times:

  • Provide accurate, honest diagnoses and advice
  • Never recommend unnecessary repairs
  • Respond to booked sessions promptly
  • Communicate professionally with customers
  • Report any safety concerns discovered during sessions
  • Maintain confidentiality of customer vehicle and personal information

6. User Conduct and Prohibited Activities

6.1 Acceptable Use

You agree to use the Platform respectfully and lawfully. You must NOT:

  • Harass, threaten, or abuse other users or Service Providers
  • Use offensive, discriminatory, or inappropriate language
  • Share false, misleading, or fraudulent information
  • Attempt to bypass payment systems or platform fees
  • Reverse engineer, scrape, or attempt unauthorized access to our systems
  • Create fake accounts or misrepresent your identity
  • Share contact information to arrange off-platform transactions

6.2 Off-Platform Transactions

Prohibited: You may not arrange services or payments outside of the Platform to avoid platform fees. This violates the Terms and may result in immediate account termination. All transactions must occur through our payment system for dispute resolution protection.

7. Intellectual Property

7.1 Platform Ownership

The AskAutoDoctor Platform, including all software, designs, logos, trademarks, and content, is owned by AskAutoDoctor and protected by Canadian copyright, trademark, and other intellectual property laws.

7.2 User Content

You retain ownership of content you upload (photos, videos, messages). However, by uploading content, you grant AskAutoDoctor a non-exclusive, worldwide license to use, store, display, and reproduce it for platform operations, dispute resolution, and quality assurance purposes.

7.3 Session Data and Transcripts

Sessions are not recorded. Chat transcripts and files you share may be stored to deliver the service, improve quality, and support disputes. Session data is stored securely and accessible only to participants and platform administrators for quality assurance and dispute resolution.

8. Disclaimers and Limitation of Liability

8.1 Service Quality Disclaimer

IMPORTANT: AskAutoDoctor provides the Platform "AS IS" without warranties of any kind, express or implied. We do NOT guarantee:

  • Accuracy, completeness, or quality of diagnoses or repairs
  • That Service Providers will meet your expectations
  • Uninterrupted or error-free platform operation
  • That all services will result in vehicle problem resolution
  • Availability of Service Providers in your area

8.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY CANADIAN LAW:

  • AskAutoDoctor shall NOT be liable for any indirect, incidental, special, or consequential damages
  • Our total liability is limited to the amount you paid for the specific service in question
  • We are NOT liable for Service Provider errors, vehicle damage, or financial losses from repairs
  • Service Providers carry their own liability insurance for service-related claims
  • We are not responsible for disputes between Customers and Service Providers beyond facilitating resolution
  • Customer Selection: We are NOT liable for any consequences arising from your choice of Service Provider, including but not limited to: selection of a mechanic or workshop in a location that is inaccessible to you, selection of a provider whose specialty does not match your vehicle's needs, or any failure to verify service area coverage before booking

8.3 Indemnification

You agree to indemnify, defend, and hold AskAutoDoctor harmless from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

  • Your use of the Platform
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Disputes with Service Providers
  • Content you upload or share

8.4 Repair Warranties

Repair warranties and guarantees are provided solely by the workshop that performed the work. AskAutoDoctor does not provide, administer, or guarantee repair warranties and does not determine repair outcomes. Any warranty offered is a direct agreement between you and the workshop. We may facilitate communication, but we do not decide warranty coverage or authorize repairs.

9. Dispute Resolution

9.1 Customer-Service Provider Disputes

If you have a dispute with a Service Provider:

  1. Contact the Service Provider directly through our messaging system
  2. If unresolved, open a formal dispute through our Support Center
  3. Our team will review evidence (session transcripts, messages, photos, service records)
  4. We may issue partial refunds, service credits, or connect you with alternative providers
  5. Disputes are typically resolved within 5-7 business days

9.2 Disputes with AskAutoDoctor

For disputes directly with AskAutoDoctor (e.g., billing errors, account access):

  1. Contact our Support team at support@askautodoctor.com
  2. Provide detailed information about the issue
  3. We will respond within 2 business days
  4. If unresolved, the matter may proceed to arbitration

9.3 Arbitration and Governing Law

These Terms are governed by the laws of Canada. Any disputes with AskAutoDoctor that cannot be resolved informally shall be settled through binding arbitration in accordance with applicable provincial arbitration legislation.

Exception: You may pursue claims in Small Claims Court if they qualify under your province's Small Claims Court rules.

10. Account Termination

10.1 By You

You may close your account at any time through Settings > Privacy > Delete Account. Pending sessions must be completed or cancelled before account deletion. Deletion is permanent and cannot be reversed.

10.2 By AskAutoDoctor

We may suspend or terminate accounts that:

  • Violate these Terms of Service
  • Engage in fraudulent activity or payment disputes
  • Harass or abuse other users or Service Providers
  • Attempt to circumvent platform fees
  • Provide false certification or business information (Service Providers)
  • Remain inactive for 2+ years with no sessions

Termination does not excuse payment obligations for services already rendered.

11. Changes to These Terms

We may update these Terms from time to time. When we make material changes:

  • We will notify you via email at least 30 days before changes take effect
  • The "Last Updated" date at the top of this page will be updated
  • Continued use of the Platform after changes constitutes acceptance
  • If you disagree, you may close your account before changes take effect

12. Privacy and Data Protection

Your use of AskAutoDoctor is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information in compliance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws.

13. Contact Us

If you have questions about these Terms, please contact us:

AskAutoDoctor

Email: support@askautodoctor.com

Support Center: askautodoctor.com/contact

Support hours are listed on the contact page.

Agreement Acknowledgment

By clicking "I Agree" during account creation, booking a session, or continuing to use AskAutoDoctor after these Terms are updated, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.