1. About these terms
These terms govern the relationship between you (the "customer") and Car Recovery in London ("we", "us", "our"). They apply to all bookings made via our phone line, email, website, or any other channel. By booking a service with us, you accept these terms.
We may update these terms from time to time. The version applicable to your booking is the version live at the moment of booking. The latest version is always available at this URL.
2. Our services
We provide vehicle recovery and related services across London including:
- Jump-start service
- Breakdown recovery
- Van recovery (loaded and unloaded)
- Mobile battery replacement
- Premium / prestige car transportation
- Auction collection
Each service has its own pricing, scope and operational rules, set out on the relevant pricing page and individual service pages.
3. Bookings and quotations
All quotations are based on information you provide at booking. The quoted price is fixed once you confirm dispatch, provided the actual circumstances on arrival match what was described. If circumstances differ materially (e.g. vehicle is significantly heavier than described, located somewhere not previously disclosed, in materially different condition), we may revise the price; we will inform you before any work proceeds.
Bookings are confirmed when our dispatch controller has accepted the job and assigned a driver. Cancellation before dispatch is free; cancellation after dispatch may incur a fee equal to the standard call-out cost.
4. Pricing and payment
Our pricing is published on the pricing page. Prices are inclusive of VAT where applicable.
Payment is due on completion of the service. We accept card (chip-and-PIN, contactless), Apple Pay, Google Pay, cash, bank transfer, and business invoice (subject to credit terms agreed in advance).
Invoiced customers (with credit terms) must pay within 30 days of invoice date unless otherwise agreed in writing. Overdue invoices accrue interest at 4% above Bank of England base rate per annum.
5. Recovery scope and limits
Our standard recovery covers cars under 1,700 kg gross weight. Heavier vehicles are quoted under our Premium Transport service. Vans are covered under separate van recovery rates (loaded and unloaded).
The £120 standard breakdown rate includes 8 miles of recovery distance. Beyond 8 miles, a fixed per-mile rate applies (quoted at booking).
We reserve the right to refuse recovery in the following circumstances: (i) we believe the vehicle cannot be safely recovered with our standard equipment; (ii) the customer is not the legal owner or authorised driver; (iii) the vehicle is wanted by police; (iv) the customer has unpaid debts to us from previous services; (v) safety, including driver safety, is compromised.
6. Vehicle condition and damage
We document the condition of vehicles at pickup and delivery via photographs. Any pre-existing damage will be noted at pickup. We are responsible for damage caused by us during recovery (covered by our goods-in-transit insurance up to £150,000 per vehicle, with top-up cover available for higher-value cars).
Damage claims must be reported to us in writing within 48 hours of delivery. Delays beyond this window may compromise our ability to investigate and process the claim.
We are not liable for damage that pre-existed pickup, damage caused by the customer's own driving or use, damage to cargo (which is the customer's responsibility unless specifically insured under our cargo cover), or damage from latent vehicle defects that manifest during recovery.
7. Customer obligations
You agree to:
- Provide accurate information at booking (vehicle, location, condition, requirements)
- Be at the recovery location (or have an authorised representative present) at the agreed time
- Hold a valid driving licence if you intend to drive your own vehicle on or off the recovery vehicle
- Hold valid insurance on the vehicle being recovered, where road use is involved
- Pay the agreed price on completion of the service
- Not interfere with our recovery vehicle or equipment
- Comply with our drivers' safety instructions during recovery
8. Insurance
We hold the following insurance:
- Public liability: £5,000,000
- Goods-in-transit: £150,000 per vehicle (single-trip top-up available for higher-value cars)
- Trade plate insurance for moving customer vehicles during recovery
- Employer's liability: per UK statutory minimum
Insurance certificates available on request, particularly for prestige and high-value transports - emailed before pickup as standard.
9. Liability limits
Subject to applicable law, our total liability for any single incident is limited to:
- For damage to vehicles: the limit of our goods-in-transit cover (£150,000 per vehicle, or top-up amount where arranged)
- For other claims: the price paid for the relevant service
We are not liable for indirect or consequential losses (e.g. loss of business income, missed appointments, hire car costs) unless agreed in writing in advance.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or other liability that cannot be excluded by law.
10. Cancellation and refunds
- Before dispatch: free cancellation.
- After dispatch but before arrival: we may charge a cancellation fee equal to the standard call-out cost (£80-£120 depending on the service).
- After arrival but before recovery starts: the full quoted price may apply if the driver has been on site for more than 15 minutes through no fault of ours.
- After recovery: no refunds for completed recoveries except in cases of clear service failure.
11. Disputes and complaints
If you have a complaint about our service, please contact us first at dispatch@carrecoveryinlondon.co.uk. We aim to respond within 5 working days and resolve complaints within 30 days.
If we cannot resolve a complaint to your satisfaction, you may escalate to our trade body (the Institute of the Motor Industry) or pursue legal remedies. These terms are governed by English law and disputes are subject to the exclusive jurisdiction of the English courts.
12. Force majeure
We are not liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to: severe weather, road closures, acts of terrorism, war, pandemic, industrial action, or government restrictions.
13. Severability
If any provision of these terms is found to be unenforceable, the remaining provisions continue in full force. Unenforceable provisions will be modified to the minimum extent necessary to make them enforceable.
14. Contact
Car Recovery in London
Unit 14, Mile End Industrial Estate
Tower Hamlets, London E1 4UJ
Email: dispatch@carrecoveryinlondon.co.uk
Phone: 0800 246 8240