Trading Terms

Oxford Breakdown Recovery — Breakdown, Recovery, Towing, Transport & European Services

1. Introduction

1.1 These Trading Terms ("Terms") apply to all recovery, towing, transport, roadside assistance and associated services ("Services") provided by Oxford Breakdown Recovery ("we", "us", "our") to you ("you", "the Customer"). By requesting or using our Services — whether by telephone, WhatsApp, email, our website at oxfordbreakdownrecovery.co.uk, or in person — you confirm that you have read, understood and agree to be bound by these Terms.

1.2 These Terms form a legal agreement between you and us. They may only be amended by us in accordance with Clause 1.3 below, or otherwise with our written consent.

1.3 We reserve the right to amend, update, or replace these Terms at any time without prior notice to you. Any such changes will take effect immediately upon publication on our website, or upon notification to you (whichever occurs first). It is your responsibility to review these Terms periodically. By continuing to use our Services after any change takes effect, you confirm your acceptance of the amended Terms. Any changes will not affect Services already booked or in progress at the time the change is made.

1.4 These Terms should be read alongside our Privacy & Cookie Policy.

2. Booking & Acceptance

2.1 You may request our Services by:

• Calling or messaging us on 0786 328 1324;
• Sending us a WhatsApp message;
• Contacting us via the form on our website; or
• Any other method we may offer from time to time.

2.2 All bookings are subject to acceptance by us. We may decline a booking at our discretion — for example, if the vehicle cannot be safely recovered, if the location is unsafe, if the requested service is outside our operational capability, or if we are unable to attend within a reasonable time.

2.3 When you request a Service, you will be asked to provide accurate details, including:

• Your name, contact number and location;
• The vehicle's make, model, registration and condition;
• The nature of the problem or the service required;
• The collection and delivery addresses (if applicable);
• Whether the collection or delivery is at a private property, and any access restrictions or surface concerns you are aware of.

You are responsible for ensuring the accuracy of the information you provide. We are not liable for any delay, additional cost or damage arising from inaccurate information.

2.4 A contract between us is formed when we confirm acceptance of your booking (verbally, by message, or by attending the scene). The version of these Terms in force at the time of acceptance is the version that applies to that booking.

3. Prices, Quotations & Payment

3.1 Prices for our Services are available on request and may depend on factors including distance, vehicle type, time of day, recovery difficulty, and any special equipment required.

3.2 Any quotation we provide is valid for 7 days unless stated otherwise, and is based on the information you provide. If the actual circumstances differ materially from those described, we reserve the right to adjust the price. We will inform you of any change before proceeding.

3.3 All prices are in pounds sterling (£). Unless expressly stated otherwise, prices are exclusive of VAT, which will be added at the prevailing rate where applicable.

3.4 Payment is due on completion of the Service, unless we have agreed credit terms in writing in advance. European and international recoveries require full payment in advance, unless credit terms have been agreed in writing.

3.5 We accept the payment methods displayed on our website or communicated to you at the time of booking. We do not store card details.

3.6 If you fail to pay an invoice when due, we reserve the right to:

• Charge interest at 8% above the Bank of England base rate per annum on the outstanding amount;
• Recover reasonable costs of collection; and
• Refuse future Services until the outstanding balance is settled.

4. Attendance, Response & Delivery

4.1 We will use all reasonable endeavours to attend your location as soon as possible. However, response times are estimates only. Traffic, weather, road closures, other emergencies, vehicle availability and circumstances beyond our control may affect attendance times.

4.2 We will recover or transport the vehicle to the destination agreed at the time of booking. If you change the destination after we have set off, an additional charge may apply.

4.3 Certain recoveries may require the vehicle's keys, documents or the owner's presence. If these are not available on arrival, we may be unable to complete the Service, and a call-out charge may still apply.

4.4 Once the vehicle has been delivered to the agreed destination, responsibility for the vehicle passes to you (or your nominated representative). We are not liable for any loss, damage or theft occurring after delivery, except where caused by our negligence.

5. Cancellations & Refunds

5.1 You may cancel a booking at any time before we attend. Please notify us as soon as possible by calling or messaging 0786 328 1324.

5.2 For domestic (UK) services, the following cancellation charges may apply:

• Cancellation before dispatch: no charge.
• Cancellation after dispatch but before arrival: a call-out charge may apply to cover fuel, time and lost opportunity.
• Cancellation after arrival on scene: the full call-out charge plus any work already undertaken will be payable.

5.3 For European and international recoveries, cancellation terms differ because of significant advance planning:

• More than 14 days before collection: full refund, less any irrecoverable costs already incurred (e.g. ferry bookings, customs fees).
• 7–14 days before collection: 50% refund, less any irrecoverable costs.
• Less than 7 days before collection: no refund.
• After collection has begun: no refund.

5.4 Once a recovery is in progress and the vehicle has been loaded or partially loaded, the Service is deemed to have commenced and no refund is available — except where we fail to complete the Service due to our own fault, in which case we will refund any amount paid for the incomplete portion.

5.5 If you have paid in advance and cancel in circumstances where a refund is due, we will refund using the same payment method within 14 days.

5.6 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable UK law.

6. Vehicle Condition & Pre-Existing Damage

6.1 By requesting our Services, you confirm that:

• You are the owner of the vehicle, or have the owner's authority to instruct us;
• The vehicle is roadworthy enough to be recovered safely, or you have disclosed any known defects that may affect recovery;
• You have removed or secured any personal belongings, valuables and hazardous items before recovery, unless otherwise agreed;
• The vehicle is not subject to any legal restriction preventing its movement (for example, a police hold or finance dispute).

6.2 We will take reasonable care when loading, transporting and unloading your vehicle. However, we are not liable for:

• Pre-existing damage, including damage caused by the original incident, breakdown or accident;
• Damage to low-clearance, modified, damaged or unroadworthy vehicles that cannot be avoided during a standard recovery;
• Damage to fragile bodywork, spoilers, skirts, mirrors, aerials or aftermarket accessories not declared at the time of booking;
• Wear-and-tear, stone chips, minor scuffs or cosmetic marks that are typical of long-distance transport;
• Any loss or damage to personal items left in the vehicle;
• Damage to private property (including driveways, surfaces and underground services) — see Section 7 for full terms.

6.3 We recommend that you photograph your vehicle before and after recovery. If you believe damage has been caused by us, you must notify us in writing within 7 days of delivery, with photographs and any supporting evidence. We will investigate promptly. Claims made after 7 days may be difficult to substantiate and we reserve the right to decline them.

7. Access to Private Property & Driveways

7.1 We understand that many recoveries require us to attend private property — including residential driveways, private roads, farm tracks, caravan parks, campsites, business premises, hotel grounds, and similar locations. Where you ask us to collect or deliver a vehicle on private property, the following terms apply.

7.2 Your responsibility for private property. If you request that we enter private property (whether owned by you or by a third party), you confirm that:

• You have the owner's permission for us to enter the property with a recovery vehicle;
• The surface and structure of the access route and driveway are suitable for the weight and dimensions of a recovery truck (typically 3.5 to 7.5 tonnes, or heavier for HGV recovery);
• There are no weight restrictions, fragile surfaces, underground services, drainage systems, septic tanks, soakaways, or other buried structures that could be damaged by our vehicle;
• There is sufficient clearance (width, height, turning circle) for our vehicle to enter, manoeuvre and exit safely;
• You have informed us of any low bridges, overhead cables, narrow gates, tight corners, steep gradients, soft ground, or other access restrictions before we arrive.

7.3 Damage to private property. To the fullest extent permitted by law, we are not liable for damage to:

• Driveways, paths, patios, paving, block paving, gravel, resin-bound or tarmac surfaces;
• Drains, soakaways, septic tanks, cesspits, water mains, gas pipes, electrical cables, fibre or telecom lines, or irrigation systems;
• Lawns, grass, soil, plants, hedges, shrubs, walls, fences, gates, gateposts, gate motors, or other landscaping features;
• Underground structures or foundations of any kind;
• Any other property damage caused by the weight, wheels, tracks, or movement of our recovery vehicle on private land,

where we have entered private property at your request or with your authority, and where the damage results from the ordinary use of a recovery vehicle on a surface not designed or rated for that weight.

7.4 Damage caused by our negligence. Nothing in this Section excludes our liability for damage caused by our own negligence — for example, if our driver knowingly drives over a surface we have been warned is unsuitable, or operates the vehicle in a careless manner. Our liability in such cases is limited in accordance with Section 10 (Liability).

7.5 Right to refuse entry. Our driver may refuse to enter private property, or may stop and withdraw, if in their reasonable opinion:

• The surface or access is unsuitable for our vehicle;
• There is a risk of damage to property, underground services, or the vehicle being recovered;
• There is a risk to the safety of our staff, the customer, or the public;
• Permission to enter has not been clearly given or cannot be confirmed;
• Any other reasonable concern arises.

In such cases, we will attempt to recover the vehicle from a safe position (for example, from the public highway or an adjacent safe area). If this is not possible, the Service may be cancelled and a call-out charge may still apply.

7.6 Alternative collection or delivery point. To reduce the risk of property damage, we recommend that, wherever possible, the vehicle is collected or delivered at the nearest safe point on the public highway or a hard-standing surface suitable for a recovery vehicle. You are welcome to request this at the time of booking at no additional cost.

7.7 Indemnity. If you are not the owner of the private property, you agree to indemnify us against any claim made by the property owner or any third party in respect of damage to that property, except to the extent the damage is caused by our negligence or breach of these Terms.

7.8 Business customers. Where you are a business customer, this Section applies in full and we exclude all liability for damage to private property, save where caused by our negligence.

8. Vehicles We Cannot Recover

8.1 We may be unable to recover a vehicle if:

• The vehicle is in a position that makes recovery unsafe or impossible with the equipment available;
• The vehicle is carrying hazardous, illegal or prohibited items;
• The location is unsafe, inaccessible or restricted (e.g. motorway live lanes, private land without permission, military or secure sites);
• Weather or road conditions make recovery dangerous;
• The vehicle's weight, dimensions or condition exceed our equipment's capabilities;
• We are instructed by police or another authority not to proceed.

In such cases, we will inform you as soon as possible. A call-out charge may still apply if we have attended.

9. European & International Recovery

9.1 This Section applies to all services involving recovery, collection, transport, repatriation or delivery of a vehicle between the United Kingdom and any country outside the UK, or between two countries outside the UK. Countries we commonly serve include France, Spain, Portugal, Italy, Germany, Belgium, the Netherlands, Luxembourg, Switzerland, Austria and Greece.

9.2 European recoveries require additional information at the time of booking, including:

• Vehicle make, model, year, registration, VIN (where available), colour and condition;
• Whether the vehicle is drivable, rolling, non-running, accident-damaged, or a total loss;
• Precise collection and delivery locations with access notes;
• Vehicle documents (V5C or equivalent);
• Your passport or ID details;
• Details of any finance, lease, hire purchase or legal restriction on the vehicle;
• Whether the vehicle contains personal belongings (see 9.5);
• Any known damage, leaks, hazards or access restrictions.

9.3 Documentation. You are responsible for providing all documentation required for the vehicle to be exported, imported, transported through, or delivered to any country on the route. This includes V5C, proof of ownership, passport or ID, letter of authorisation (if applicable), and any customs or export documentation. If documentation is missing, incorrect or incomplete, we may be unable to proceed, and any costs arising (including storage, delays, redelivery or customs penalties) are your responsibility.

9.4 Customs, duties and taxes. Cross-border movements may be subject to customs examination, import or export duties, VAT and other taxes. Unless we have expressly agreed in writing to handle these on your behalf:

• You are the importer/exporter of record;
• All customs duties, taxes, VAT, levies and charges are your responsibility;
• You are responsible for any customs broker or agent fees;
• You must provide any documentation required by customs authorities in any country.

We do not provide customs advice. For complex movements, we recommend you engage a customs broker or freight forwarder.

9.5 Personal belongings and vehicle contents. We do not transport personal belongings. All personal items, luggage, tools, equipment, valuables and any other contents must be removed from the vehicle before collection. If contents remain in the vehicle, they are transported entirely at your own risk. We are not liable for loss, theft, damage or delay to any contents, nor for any customs issue, fine or seizure arising from them. We may refuse to transport the vehicle until the contents are removed.

9.6 Transit times. Indicative transit times are typically:

• France, Belgium, Netherlands, Luxembourg: 2–4 working days;
• Germany, Switzerland, Austria: 3–6 working days;
• Spain, Portugal, Italy: 5–10 working days;
• Greece and further destinations: 7–14 working days.

These are estimates only. Actual times depend on distance, route, traffic, customs, weather, ferry or tunnel availability, driver hours regulations, and circumstances beyond our control. We are not liable for any delay caused by such factors.

9.7 Insurance. You are responsible for insuring the vehicle being transported. Unless expressly stated in writing, our insurance does not cover damage to the vehicle itself beyond our legal liability, nor loss or theft of the vehicle or its contents. We recommend that you notify your own insurer before the vehicle leaves its current location.

9.8 Sub-contracting. For European recoveries, we may use sub-contractors, partner recovery operators, freight forwarders or transport agents. Where we do, we remain your point of contact and retain responsibility for the overall service.

10. Liability

10.1 We will not be liable for any failure or delay in performing our obligations where such failure or delay is caused by circumstances beyond our reasonable control, including (but not limited to) extreme weather, road closures, traffic incidents, civil unrest, strikes, fuel shortages, ferry or tunnel cancellations, customs delays, or breakdown of our own equipment.

10.2 To the fullest extent permitted by law:

• Our total liability to you for any single claim arising out of or in connection with our Services is limited to the amount you paid for the specific Service giving rise to the claim. This cap applies to all claims, whether arising from vehicle damage, property damage, or any other cause;
• We are not liable for indirect, consequential or economic losses, including loss of profit, loss of business, loss of opportunity or loss of goodwill.

10.3 Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Any other liability that cannot be lawfully excluded or limited under English law.

10.4 Where you are a business customer, we exclude all implied terms to the fullest extent permitted by law.

11. Personal Data, GDPR & Cookies

11.1 We will only use your personal information in accordance with our Privacy & Cookie Policy, which forms part of these Terms. Please read it carefully — it explains what data we collect, why, how long we keep it, and your rights under UK GDPR.

11.2 In summary: we collect only the information necessary to complete the recovery or transport service you have requested. We do not sell, rent, trade, or share your data for marketing purposes. We do not use advertising or tracking cookies on our website.

11.3 We may record telephone calls and retain WhatsApp or email communications for quality, training, safety, and dispute-resolution purposes.

12. General

12.1 Failure by us to enforce any right under these Terms does not amount to a waiver of that right.

12.2 You may not assign or transfer your rights or obligations under these Terms without our prior written consent.

12.3 If any part of these Terms is found to be unenforceable, all other parts shall remain in full force and effect.

12.4 These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and proceedings may be brought in the courts there. Where mandatory local consumer law in another jurisdiction provides greater protection to you as a consumer, that law will apply.

12.5 A person who is not a party to this agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

12.6 Even if we delay in enforcing this agreement, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breach, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

13. How to Contact Us

If you have any questions about these Terms, or wish to discuss a booking, please contact us:

• Phone / WhatsApp: 0786 328 1324
• Website: oxfordbreakdownrecovery.co.uk/contact.html
• Service area: Oxfordshire, the M40 corridor and surrounding areas — including Abingdon, Banbury, Bicester, Burford, Carterton, Chipping Norton, Didcot, Farringdon, Henley-on-Thames, Islip, Kidlington, Lewknor, Newbury, Princes Risborough, Stokenchurch, Thame, Wallingford, Wantage, Watlington, Weston-on-the-Green, Wheatley, Witney and Woodstock — plus UK-wide and European recovery.