FAQ

The FAQs aim to reduce support queries by addressing common user concerns with clear, concise answers. Accessible via Profile > Support, they enhance user understanding of features, policies, and processes.

1. How do I create an account?

• Download CarTow from the App Store, Google Play, or Huawei AppGallery.
• Register with a valid UAE phone number (05X-XXX-XXXX), name, optional email, and vehicle details (make, model, color, plate number).
• Verify your account with a 6-digit OTP sent via SMS.
• Start booking tows instantly!

2. How do I book a tow?

• Open the App and grant GPS permission or manually enter your location.
• Browse available captains on the interactive map, viewing details (name, rating, ETA, photo).
• Tap “Book This Tow”, select a saved or new vehicle, and specify the drop-off location.
• Confirm the request and track the captain in real-time.

3. What vehicle details are required?

• Provide: Make (e.g., Toyota), Model (e.g., Corolla), Color (e.g., Blue), Plate Number (e.g., DXB 12345).
• Save vehicles in Profile > Saved Vehicles for quick access.
• Edit or delete saved vehicles anytime.
• For support, visit cartow.ae or email support@cartow.ae.

4. How do I pay for a tow?

• Currently, pay captains directly in cash (amount agreed upon booking).
• In-app payments (Visa, Mastercard, Apple Pay, Google Pay) will launch in Q2 2026 for added convenience.

5. Can I cancel a tow request?

• Yes, cancel before the captain accepts via the Home Page tracker.
• Select a reason (e.g., “Changed Plans,” “Found Alternative”) to confirm.
• Receive instant confirmation, and the captain is notified.
• Note: Repeated cancellations may trigger a review of your account.

6. How does real-time tracking work?

• Post-booking, the Home Page displays:
  • Captainʼs live location on a map (powered by Google Maps/OpenStreetMap).
  • ETA with a progress bar (e.g., “5 mins away”).
  • Status updates (e.g., “Captain Accepted,” “Tow Complete”).
  • Call/Chat buttons for direct communication via in-app calls or WhatsApp.

7. How do I contact support?

• Navigate to Profile > Support for:
  • Email support.
  • In-app chat for real-time assistance.
  • FAQs for quick answers.
• Expect responses within 24 hours (urgent issues prioritized).

8. How do I change the app language?

• Go to Profile > Language and select English, Arabic, or other available languages.
• The interface updates instantly, with RTL support for Arabic.

9. Where can I find the Terms & Conditions or Privacy Policy?

• Access both in Profile > Legal or at cartow.ae/terms and cartow.ae/privacy.
• View in-app or via browser for full details.

10. How do I delete my account?

• Email support@cartow.ae with your request.
• Data is removed within 30 days, except audit-required trip logs (retained 5 years per UAE law).
• You’ll receive confirmation once processed.

11. How do I provide feedback or report a captain?

• Rate captains (1-5 stars) and leave comments after each trip.
• For issues, use Profile > Support to submit feedback or escalate disputes.
• Community Managers review reports within 48 hours.

12. Is my data secure?

• Yes, we use AES-256 encryption, TLS 1.3, and secure Supabase storage.
• Regular audits and penetration tests ensure compliance with UAE data protection laws.
• You control data sharing (e.g., location, phone number consent).