Pistoni Assistance Service Contract
This contract governs activation and use of a prepaid Pistoni Assistance roadside-service membership for the verified vehicle and, where required, the verified driver.
1. Contract formation
The contract is between Pistoni and the customer identified in the purchase. It is formed when the customer submits the purchase, accepts the contractual documents and payment is confirmed, subject to document verification and activation.
The contract consists of this Service Contract, the accepted Package Schedule and the Refund Policy. If they conflict, the Package Schedule controls package-specific benefits and limits.
2. Membership
Pistoni Assistance is a prepaid roadside-service membership. Pistoni receives assistance requests, checks eligibility and coordinates an appropriate roadside provider according to the selected package.
It is not an emergency authority, mechanical warranty or promise that every fault can be repaired at the roadside. For danger to life, injury, fire, crime or a serious collision, the customer must contact the public emergency services first.
3. Eligibility
Unless the Package Schedule says otherwise, the membership applies to one road-legal personal vehicle, normally no heavier than 3.5 tonnes, with valid registration and compulsory motor insurance.
Taxis, rental vehicles, delivery vehicles, commercial passenger transport, fleets, competition use and vehicles already immobilised when purchased require prior written approval or a suitable business package.
4. Verification and activation
Pistoni may verify the vehicle registration, driving licence, contact data, plate, VIN and other information reasonably needed to prevent misuse and activate the package.
Activation begins only after the conditions shown in the Package Schedule and activation confirmation are satisfied. Pistoni may reject unclear, false, expired, inconsistent or unauthorised documents and will apply the Refund Policy where activation cannot proceed.
5. Requesting assistance
The customer should contact Pistoni through +355 684441034, WhatsApp or another official channel and provide the vehicle plate, accurate location, problem description and requested proof.
The customer must remain reachable, follow reasonable safety instructions and promptly report if the vehicle moves, the situation changes or help is no longer required.
6. Service and providers
Pistoni decides the reasonable response after checking the package, location, safety and provider availability. Assistance may include remote guidance, jump-start help, tyre help, fuel coordination, roadside intervention, towing or transport where listed in the Package Schedule.
Roadside work may be carried out by independent local providers coordinated by Pistoni. Estimated arrival times are not guarantees and may change because of traffic, weather, distance, borders, road access, authorities or provider demand.
7. Costs and approval
Pistoni pays or coordinates only services expressly included within the accepted Package Schedule. The customer must approve and pay excluded work, excess amounts and optional services before they are ordered where practicable.
Unless included expressly, fuel, batteries, tyres, spare parts, workshop repairs, tolls, ferries, customs, fines, parking, storage and specialist recovery equipment remain customer costs.
8. Customer responsibilities and safety
The customer must provide truthful information, use the vehicle lawfully, keep required documents and insurance valid, protect passengers and possessions, and avoid directing a provider to perform unsafe or unlawful work.
The customer remains responsible for personal belongings, animals, cargo and any dangerous or illegal item in the vehicle.
9. Exclusions and refusal
Pistoni may refuse or stop a service where the request is outside the package, the vehicle or location is inaccessible, the work would be unsafe or unlawful, the customer is abusive, required proof is withheld, or an authority controls the scene.
Service may also be refused for intentional damage, racing, off-road use not intended by the vehicle, repeated failure to repair a known defect, routine maintenance, pre-existing immobilisation, false requests or use by an ineligible commercial vehicle.
10. Fair use and misuse
A package is for genuine unexpected incidents involving the registered vehicle. It may not be shared, resold or used to obtain services for another vehicle.
Pistoni may investigate suspicious patterns, request evidence, recover the reasonable cost of a deliberately fraudulent service and suspend or terminate the membership. No fixed penalty applies unless separately agreed and lawful.
11. Vehicle changes and transfer
A customer may request a vehicle or driver change. A change is effective only after Pistoni accepts the new details and confirms any waiting period, price difference or package restriction.
The membership does not automatically follow a sold vehicle, replacement plate or new owner.
12. Duration, suspension and termination
The start and end dates are shown on the membership ticket and Package Schedule. The membership ends automatically on the stated end date unless renewed.
Pistoni may suspend or terminate for non-payment, fraud, serious misuse, unsafe behaviour or a material breach. The customer may cancel under the Refund Policy and mandatory law.
13. Liability and force majeure
Pistoni is responsible for performing its contractual coordination obligations with reasonable care. Liability is not excluded where the law does not allow exclusion, including for fraud, wilful misconduct or death or personal injury caused by legally attributable negligence.
Pistoni is not responsible for delay or failure caused by events outside reasonable control, including extreme weather, mass incidents, road closures, war, strikes, authority action, border disruption or widespread communications failure, but will take reasonable steps to reduce the effect.
14. Consumer rights and law
Albanian law governs this contract to the extent permitted. A consumer retains any mandatory protection granted by the law of the country that cannot validly be excluded by contract.
An invalid term is limited or removed only to the extent necessary; the remainder of the contract continues.
15. Complaints
Questions and complaints may be submitted under the Complaints Procedure at hello@pistoni.eu or through the official phone and WhatsApp channel.
The customer remains free to use any competent consumer authority, alternative dispute body or court available under mandatory law.