Vehicle Breakdown Recovery

All recoveries will need to have the callout fee paid in advance as a minimum to
book or for us to action any recovery.

The balance will be settled once the driver arrives with you.

Auction recoveries need to be paid in full to book, please see Auction recoveries
in our terms and conditions for more information below. Under no circumstance
is the callout charge refundable for any recovery.

If you pay in full for the recovery and you wish to cancel the recovery at any time
the call out fee is non-refundable and any remaining balance will be refunded to
you minus any charges incurred (admin fee, mileage, congestion charge/ULEZ,
time and tolls etc.) Please also see payment and cancellation policies.

Pound & Auction Recoveries

All police pound recoveries and Auction house recoveries will have to be paid in
full at the time of booking. By Bank transfer or debit/credit card. If the customer
is not present, Failed collections are non-refundable for callout, admin and
waiting time fees unless it is our fault. (This means the police or auction house
will not release the vehicle to us due to our paperwork not being correct or we
cannot load the vehicle) Callout fees still apply. All documents for your vehicles
release including lot numbers and membership numbers will need to be
forwarded to us prior to collection and release fees/remaining balance will need
to be transferred to us via bank transfer or paid using a debit/credit card only at
the point of booking; if not already paid to police/auction house, we may require
proof. (NO EXCEPTIONS).

Vehicle Transportation

All pre-booked transportation needs to be paid for in advance, payments should
be received no later than two days before the collection is made. If the booking
is made less than two days in advance, payment is required immediately on
booking. Until payment is received, your booking will not be confirmed, and
therefore we may not be able to undertake your job, or offer you your preferred
date or time. If you cancel the booking, we secure the right to charge you 50% of
the total price for up-to 24 hours’ notice, within 24 hours of the agreed booking
slot the FULL fee is non-refundable.

Payment, Cancellations, Waiting Times & Refund Policy

Payment should be made either by bank transfer, cash or credit/debit card over
the phone prior to the recovery. For transportation jobs, payment needs to be
made at least two days in advance of collection. All funds need to be paid in full
before the vehicle is loaded. For all cancellations you will have to pay a
cancellation fee of £60 as long as it’s canceled before the driver has been
dispatched to you. If the driver has already been dispatched then you will be
charged a callout fee plus mileage, tolls, congestion charge and time travelled. If
the driver arrives with you and you wish to cancel you will be charged the full
recovery fee no exceptions. Please see specific service required for full refund
information.

We are very transparent and honest about our pricing and never increase
the price of a job unless the job changes.

The price quoted is the price you will pay!

If the pick up or drop off point changes the price may change.
If the vehicle is not in the condition stated on the phone or you have decided to
withhold vital information of the condition, type, weight or position of the
vehicle, then the price may change for this as well i.e. The vehicle is not at a
normal ride height from when manufactured, The vehicle is stuck in gear, it can’t
steer or is stiff, the vehicle is on its roof or side, the vehicle is impounded, the
vehicle was seized for no insurance, the vehicle is trapped or in a very tight
space to get to, or get it out, the vehicle is overloaded or heavier than the
manufacturer weight.

The vehicle is in an underground car park, the vehicle has a lock on the steering
wheel or it is missing, drive wheels are immobilised/ not rolling, missing or
damaged. We will wait up to one hour on any job but this is at our discretion.
After the first twenty minutes you will start to incur charges and will have to pay
the first hours waiting charge which is £120 If this is refused, we will cancel the
job and all fees will stand. Standard waiting time rate is £120. After the first hour
has elapsed, we will decide whether we will continue to wait. This is decided on a
case-by-case basis. After two hours your job will be canceled no exceptions and
all waiting fees will need to be paid.

Insurance & Cover

We are only responsible for your vehicle while it is loaded in/on ours. All vehicles
are covered by our 'carriage of vehicle motor trade insurance policy” a copy of
which is available on request. Any additional insurance required for vehicles in
excess of our 'carriage of vehicle cover' will be negotiated and maybe invoiced
separately.

Whilst every effort is made to keep to promised delivery schedules or quoted
callout times, HR RECOVERY SERVICES LTD will not be held responsible for late
or failed collections or deliveries due to unforeseen circumstances beyond our
control, such as road works, traffic delays, accidents, breakdowns or adverse
weather conditions. We will try our best to get your vehicle as close as we can to
the drop off point but this is not always possible due to the size of our vehicles
and you’re that is vehicles that is immobilised or damaged. Any damage not
identified at time of drop off will not be accepted by us. All damage would need
to be viewed by us prior to any repairs taking place. HR RECOVERY SERVICES
LTD will not be held responsible for any damage that cannot be attributable to
negligence on behalf of HR RECOVERY SERVICES LTD or our staff. For example,
Acts of God (Storm damage, Bird Strike etc.) HR RECOVERY SERVICES LTD will
not provide or be liable for the costs of any hire cars, replacement vehicles or
compensation whilst the vehicle is being repaired.

Accident Damaged & Immobilised Vehicles

HR RECOVERY SERVICES LTD will not be held liable for any further damaged
caused when loading/unloading damaged or immobilised vehicles. This also
includes steps taken to secure the vehicle for recovery or the pressure to
damaged component’s when pulled on or off of the recovery vehicle and being
secured down. This includes but is not limited to; further wheel or suspension
damage while being dragging on to our vehicle, cutting or pulling items off to
then secure them properly. This may also include removing of damaged items
such as bumpers, wings, lights, wheels or forks causing safety issues with
loading or could fall from our vehicle while in transit. These damaged parts may
be placed inside your vehicle if we cannot hold them on the trucks bed securely
while in transit. Therefore, HR RECOVERY SERVICES LTD is not responsible for
any damage this may cause to your interior. Such as stains scrapes, scratches
tears and dirt. We will also not be responsible for any reimbursement for any
cleaning of the interior from dirty parts being placed inside.

Passenger Information, Restrictions & Safety

You are responsible for your own safety and that of any of your passengers or
animals at all times during a recovery or when in our vehicles. Please do not
enter or get on top of our vehicle unless the operator tells you it is safe to do
so. Do not open any doors or interact with our vehicle or yours during the
recovery unless the operator lets you know it’s safe to do so. Please do not get
involved with the loading or unloading of your vehicle! Please stand well back
and do not distract the operator while the recovery is taking place. Please listen
to the operators instructions for your safety. (such as putting on a high
visibility vest and standing back behind the barrier or where you are instructed
to stand. 

Also please give the operator room to work without distraction. While
in our vehicles there is no smoking or vaping. We do not allow consumption of
any food or drink while in our vehicles. Any food or drink should be kept off of
seats. And any damage to our vehicle while you are onboard will incur charges.
This includes spillage and stains. While the vehicle is in operation do not distract
the driver or attempt to open any doors or put anything out of the window. The
driver will let you know when it safe to enter and exit the vehicle. A safety belt
must to be worn at all times while in our vehicle and if you have young children,
you need to make sure they have their belt on as well. We do not allow pets or
animals in our vehicles. they can stay in your vehicle as long as they are secure
and safe in there. ie proper ventilation and they have been hydrated and the
doors of your vehicle are secured.

Customer Conduct

We have a zero abuse policy and we have the right to cancel any job that is
unsafe due violence, aggression, spitting or rudeness. We will not tolerate any
swearing or any acts of violence and aggression. We also will not accept
customers not following the rules. ie attempting to smoke or eat in our vehicles
putting your feet up on the dashboard or on the seats. We also will not tolerate
unhygienic people in our vehicles. ie If your clothes are dirty, soiled or stained
you will not be permitted to travel with your vehicle in ours and will need to
make your own way to your destination. This is also the case If you are bleeding
or have relieved yourself we also cannot take you in our vehicles.
 

By accepting a quote given by us, you are deemed to have fully accepted
these terms and conditions.

The above is true and takes effect as of Friday 31st January 2025.