Roumans Recovery – Terms and Conditions

1. Definitions

1.1 “Company” means Surrey Recovery Ltd.

1.2 “Customer” means any individual or organisation requesting or receiving services from the Company.

1.3 “Vehicle” means any car, van, motorcycle, commercial vehicle, or other unit being recovered, transported, or assisted.

1.4 “Services” means breakdown recovery, roadside assistance, vehicle transportation, winching, towing, and any related work carried out by the Company.

2. Scope of services

2.1 The Company provides recovery, roadside assistance, and vehicle transportation services as requested by the Customer.

2.2 All Vehicles will be secured using winching and four straps unless the Vehicle’s design or condition prevents this, in which case the Company will use an alternative safe method.

2.3 Times of arrival are estimates. Road, traffic, and operational delays may occur.

3. Customer responsibilities

3.1 The Customer must ensure safe access to the Vehicle, including clearance for loading or recovery equipment.

3.2 The Customer must provide accurate information regarding the Vehicle, including defects, faults, modifications, immobilisers, lowered suspension, oversized wheels, or any other factor affecting recovery.

3.3 The Customer must declare if the Vehicle has no MOT, insurance, or valid tax. Recovery of such Vehicles is undertaken entirely at the Customer’s risk.

3.4 The Customer is responsible for removing personal possessions before transport. The Company does not accept liability for loss or damage to items left inside the Vehicle.

4. Wheel change and temporary wheel disclaimer

4.1 When the Company removes or replaces a wheel, the Customer must arrange for all wheel nuts to be checked and re-torqued by a suitable garage within 100 miles of the wheel change.

4.2 If the Company fits a temporary wheel, space saver, or makes any temporary roadside repair, the Customer must follow the manufacturer’s restrictions and usage guidance.

4.3 The Company is not liable for damage, failure, or accidents arising from the Customer’s failure to meet the above requirements.

5. Damage during recovery operations

5.1 The Company will use reasonable skill and care during all recovery and loading procedures.

5.2 In certain situations such as accidents, immobilised vehicles, seized components, automatic gearbox faults, steering defects, locked wheels, or vehicles stuck off-road, additional damage may be unavoidable.

5.3 The Company will explain foreseeable risks where practicable, but this may not be possible in urgent or hazardous conditions.

5.4 The Company is not liable for damage that is unavoidable due to the Vehicle’s condition, location, or structural weaknesses.

5.5 Photographs may be taken before recovery for evidence, but the absence of photographs does not constitute acceptance of liability.

6. Limits of liability

6.1 Liability is limited to damage proven to be caused by the Company’s negligence.

6.2 The Company is not liable for:

(a) pre-existing damage, corrosion, structural defects, or weakened components;

(b) mechanical, electrical, or electronic failure occurring before, during, or after recovery;

(c) hidden or latent defects;

(d) damage arising from poor vehicle condition, aftermarket modifications, or undeclared issues.

6.3 The Company is not liable for consequential losses including loss of earnings, hire car costs, travel expenses, missed appointments, or business interruption.

6.4 Any claim for damage must be reported to the Company in writing within 48 hours of service, supported by photographs.

7. Non-compliant or non-roadworthy vehicles

7.1 Vehicles without valid MOT, tax, or insurance are transported strictly at the Customer’s risk.

7.2 The Company’s responsibility is limited to loading, transporting, and unloading the Vehicle.

7.3 The Company accepts no liability for legal consequences faced by the Customer relating to the Vehicle’s compliance status.

8. Pricing, surcharges, and payment

8.1 Prices are based on the information provided at the time of booking. Additional charges may apply for inaccurate or incomplete information.

8.2 Surcharges may apply for out-of-hours work, complex recoveries, specialist equipment, or inaccessible locations.

8.3 Payment is due immediately on completion of service unless otherwise agreed in writing.

8.4 Vehicles may not be released until full payment has been received.

9. Cancellation and waiting time

9.1 Callouts cancelled after dispatch will incur a cancellation fee.

9.2 Waiting time may be charged if the Customer is not present, the Vehicle is inaccessible, or delays arise beyond the Company’s control.

9.3 If the Customer fails to attend the agreed meeting point or provide access to the Vehicle, the callout will be treated as cancelled after dispatch.

10. Storage and lien

10.1 If a Vehicle is stored by the Company, storage charges apply at the daily rate in force.

10.2 The Company holds a lien over the Vehicle and may retain possession until all charges are paid.

11. Customer conduct and safety

11.1 The Customer must follow all safety instructions given by the Company’s operatives.

11.2 Customers must not enter the recovery area or interfere with equipment during operations.

12. Data and privacy

12.1 The Company may collect contact details, location data, photographs, and service-related notes for operational and legal purposes.

12.2 The Company records all incoming and outgoing telephone calls for training, monitoring, verification, and dispute resolution.

12.3 Data is processed and stored in accordance with applicable UK data protection law.

13. Complaints

13.1 Complaints must be submitted in writing within 7 days of the service.

13.2 The Company will review the complaint and respond within a reasonable timeframe.

14. Governing law

14.1 These Terms and Conditions are governed by the laws of England and Wales.

14.2 Any dispute shall be handled under the jurisdiction of the courts of England and Wales.