TERMS & CONDITIONS
1. Our Contract With You
These terms and conditions apply to all vehicle recovery, breakdown assistance, towing, and related services provided by West London Recovery. By requesting our services, you agree to be bound by these terms. Nothing in these terms affects your statutory rights.
2. Definitions
"We", "us", "our" means West London Recovery. "You", "your" means the customer requesting or receiving our services. "Vehicle" means any car, van, motorhome, caravan, motorcycle, or other motorised vehicle that we agree to recover. "Service" means vehicle recovery, breakdown assistance, towing, roadside repair, or any other service we provide.
3. Provision of Services
3.1 We will use reasonable endeavours to attend your location within the estimated time provided. However, we do not guarantee response times as they may be affected by traffic, weather, or other circumstances beyond our control.
3.2 Our drivers are trained mechanics and will attempt minor roadside repairs where possible. If we are unable to repair your vehicle at the roadside, we will recover it to your chosen destination.
3.3 You must provide accurate information about your location, vehicle type, and the nature of the breakdown. Any incorrect information may delay our response.
4. Pricing and Payment
4.1 We provide fixed price quotes over the phone before dispatching a recovery vehicle. The price quoted is the price you pay — no hidden fees, no mileage charges, no surprise costs.
4.2 Payment is due upon completion of the service before we leave the recovery location. We accept card payments (Visa, Mastercard, Amex), bank transfer, or cash.
4.3 For recoveries to destinations outside our standard operating area, we will advise you of any additional charges before proceeding.
4.4 In the event of cancellation after we have dispatched a recovery vehicle, a cancellation fee may apply.
5. Your Responsibilities
5.1 You must ensure that your vehicle is safe for us to recover. This includes securing any loose items, removing valuables, and ensuring the vehicle is accessible.
5.2 You must be present at the recovery location unless you have made prior arrangements for unattended recovery. For unattended recoveries, you authorise us to take reasonable steps to access and recover your vehicle.
5.3 If you leave your vehicle unattended, you do so at your own risk. We recommend removing all personal belongings and valuables before we recover your vehicle.
5.4 You must inform us of any known issues with your vehicle that may affect the recovery process (e.g., locked wheels, broken steering, seized brakes, electric handbrakes, lowered suspension).
6. Liability and Insurance
6.1 We hold £5 million public liability insurance and goods-in-transit cover. We will be liable for any damage to your vehicle caused by our negligence during the recovery process.
6.2 We will not be liable for any pre-existing damage to your vehicle. We will conduct a visual inspection with you before loading where possible and note any existing damage.
6.3 We will not be liable for loss or damage to personal belongings left in your vehicle. You should remove all valuables before recovery.
6.4 We will not be liable for any indirect or consequential losses, including but not limited to loss of earnings, missed appointments, or alternative transport costs.
6.5 We will not be liable for any delay in providing services caused by circumstances beyond our reasonable control, including but not limited to traffic, weather, accidents, or road closures.
7. Recovery Methods
7.1 For standard vehicles, we will use flatbed recovery where possible. For AWD/4WD vehicles, we always use flatbed recovery to prevent transmission damage.
7.2 For EV and hybrid vehicles, we always use flatbed recovery only — never two-wheel dolly towing — in accordance with manufacturer safety guidelines.
7.3 For vehicles with locked wheels or seized brakes, we may use recovery skates (dollies) to move the vehicle onto our flatbed.
7.4 For vehicles with lowered suspension, we will use low-angle ramps where available. If we deem that loading your lowered vehicle risks damage, we will discuss alternative recovery methods with you.
8. Destination
8.1 You choose the destination for your recovered vehicle — your home, a garage of your choice, a dealership, or any other reasonable location.
8.2 For after-hours recoveries when your chosen garage is closed, we can deliver to your home address or arrange secure overnight storage at our premises or a partner facility (additional charges may apply).
8.3 If you require onward transport to your home address after we deliver your vehicle, this is included in our standard service within reasonable distance.
9. Vehicle Storage
9.1 If your vehicle cannot be delivered immediately to your chosen destination, we may store it at our secure, CCTV-monitored facility. Storage charges may apply.
9.2 We will take reasonable care of stored vehicles but will not be liable for theft, vandalism, or damage caused by third parties.
10. Cancellation and Refunds
10.1 You may cancel your recovery request at any time before we dispatch a vehicle without charge.
10.2 If we have dispatched a vehicle and you cancel before arrival, a cancellation fee may apply to cover our costs.
10.3 Refunds for services already provided will only be given at our sole discretion or as required by law.
11. Complaints
If you are dissatisfied with any aspect of our service, please contact us immediately on 020 8629 1291 so we can resolve the issue. If you remain dissatisfied, you may refer your complaint to the appropriate trade or regulatory body.
12. Changes to These Terms
We may update these terms and conditions from time to time. The current version will always be available on our website. By continuing to use our services, you agree to be bound by the current terms.
13. Governing Law
These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Contact Information
If you have any questions about these terms and conditions, please contact us:
Phone: 020 8629 1291
Email: (if applicable)
Post: West London Recovery, [Your Business Address]
