Mobile service terms

1. The service you are requesting

Motrive coordinates mobile oil and filter changes, on-rim wheel swaps and off-rim tire mounting and balancing across Canada, at eligible addresses with approved local coverage. Entering an address checks its current eligibility; a city listing does not guarantee a qualified provider or appointment.

On-rim wheel swaps exchange compatible complete wheels with tires already mounted. Off-rim service removes, mounts and balances four customer-supplied tires using an approved provider’s equipment. Tire sizes, load and speed ratings, construction, TPMS needs, fitment and provider capability must be verified. Tire purchase, repairs and general mechanical repairs are not included. Oil changes require review of the exact engine, oil specification, quantity, filter and access requirements before a final service offer.

2. Request, review, and confirmation

A preferred date or window is a request for availability. Motrive reviews the vehicle and location information and offers eligible work to approved providers. The visit is marked confirmed only after a provider accepts and the agreed payment is verified. Follow the current status in My visits; an estimate or a submitted request is not a confirmed appointment.

Before paying, review the service specifications, address, window, itemized price, taxes, and these terms. Correct inaccurate information or contact Motrive before accepting. Payment is requested only against the reviewed offer. A changed scope or price requires your approval before any additional payment.

3. Prices and payment

Prices are in Canadian dollars. Starting prices are indicative; vehicle eligibility, service combinations, and the address can change the offer. Applicable taxes for the service address, travel charges, specialty tire or TPMS work, and eligible savings for services at the same stop appear in the quote before payment. A quote has a stated expiry and must be reviewed again if it expires or the request changes.

Card payments use Stripe-hosted Checkout. Motrive receives payment references and payment status. A browser return from Checkout alone does not confirm payment. If a payment arrives after the corresponding capacity can no longer be reserved, the visit requires operational resolution and the payment is queued for refund where the service cannot be confirmed.

4. Preparing the vehicle and address

Supply accurate vehicle and contact information and obtain permission to use the location. The work area must be firm, level, accessible, and suitable for safely lifting and servicing the vehicle. Keep the vehicle, replacement wheels, and any required wheel-lock key available. Public-road work and unsafe locations are not eligible for the initial service.

A provider may pause or decline work when the vehicle, surface, weather, access, or supplied parts make the reviewed service unsafe or unsuitable. Motrive will review the issue and any necessary rescheduling or refund. No unapproved repair or substitute service is automatically added to your bill.

5. Cancellation and refunds

Before the provider is marked en route, you can cancel through My visits. The operating policy provides a full refund of the amount collected for the cancelled visit, without an automatic cancellation fee. A refund marked pending means processing is still underway; receipt by your bank is not immediate.

Once the provider is en route, has arrived, or has started work, contact Motrive for a manual review. Self-service cancellation is no longer available at that stage. Motrive reviews the work performed, the reason for cancellation, and any refund or rescheduling needed. These terms do not remove any cancellation, refund, warranty, or other rights that applicable law gives you.

6. During and after the visit

The assigned provider performs the accepted service and records its progress and completion checks. Service-related photographs and recorded specifications may be available in My visits. Report a concern promptly using the published support contact and identify the visit reference so the team can review the work and records.

The initial platform does not offer emergency roadside assistance or a general repair diagnosis. If the provider finds a condition outside the agreed scope, the visit may be stopped for review. Follow the vehicle manufacturer's maintenance instructions and any service-specific follow-up recorded for your visit.

7. Access to your request

A guest visit can be accessed through a private browser cookie or the app's protected guest credential. You can also sign in with a verified account using the booking email address to recover an eligible guest visit. Explicitly claiming the visit links it to that account and revokes the earlier guest access credential.

Keep account and guest access private. Review and retain your accepted service details and price. Provider applications and offers are subject to a separate operational approval process; submitting an application does not promise approval, work volume, or earnings.

8. Policy version and contact

The visit record stores the service terms version associated with the request. A later policy update does not silently change an already accepted service scope or price. Use the business and support details below for service questions, corrections, or complaints.