Terms and Conditions

Last Updated: October 26, 2026

Welcome to RoadBuddy (operating via https://roadbuddy.co.uk/).

These Terms and Conditions (“Terms”) govern the provision of vehicle towing, breakdown recovery, and roadside assistance services provided by RoadBuddy (“we”, “us”, “our”) to you, the customer (“you”, “your”).

By requesting, booking, or using our services—whether via our website, telephone, mobile messaging, or in person—you agree to be bound by these Terms. Please read them carefully before confirming a service request.

1. Company Information

• Website: https://roadbuddy.co.uk/
• Trading Name: RoadBuddy
• Service Area: United Kingdom
• Contact Email: info@roadbuddy.co.uk
• Contact Telephone: +44 7400 744 75

2. Scope of Services

RoadBuddy provides pay-as-you-go breakdown recovery, roadside assistance, vehicle transportation, and towing services. We operate as an emergency and pre-booked recovery provider; we are not an insurance provider unless explicitly covered under a recurring subscription contract.

Services include, but are not limited to:

• On-site vehicle recovery and flatbed transport
• Emergency roadside assistance (jump-starts, lockout help, tire support)
• Motorway and high-speed road extractions
• Specialized Electric Vehicle (EV) and Hybrid total-lift recovery
• Commercial vehicle and light transport recovery

3. Service Requests and Contract Formation

1. Quotation: Any quote provided verbally, via SMS/WhatsApp, or via our website is based on the information provided by you at the time of the request.
2. Contract Binding: A binding contract is formed when you confirm acceptance of our quote (verbally, electronically, or in writing) and we dispatch a recovery operator to your location.
3. Accuracy of Information: You are solely responsible for providing accurate details, including:
   • Your exact vehicle location (GPS coordinates, What3Words, or street address).
   • Vehicle make, model, registration number, and condition (e.g., missing wheels, locked steering, immobilized electric drivetrain, lowered suspension).
   • Key structural issues or modifications that may affect loading.
   • Presence of passengers, pets, or hazardous cargo.
4. Additional Fees for Misinformation: If the vehicle condition differs materially from the description provided (e.g., vehicle is locked in gear, missing wheels, stuck in deep mud, or underground), additional specialized recovery fees will apply.

4. Response Times and ETAs

1. All Estimated Times of Arrival (ETAs) given by RoadBuddy are estimates only.
2. While we strive to reach you as quickly as possible, we accept no liability for delays caused by circumstances beyond our reasonable control, including severe weather, heavy traffic, road closures, accidents, police directions, or unexpected transport disruptions.
3. Time of arrival is not of the essence of the contract.

5. Pricing, Charges, and Payment

1. Pricing Structure: Charges consist of a call-out fee plus mileage/distance fees, supplemented by extra charges for specialized equipment or high-risk extraction where applicable.
2. Payment Terms: Payment must be made in full upon arrival of the operator or prior to the release/offloading of the vehicle at its final destination, unless a credit account has been formally pre-approved in writing.
3. Accepted Payment Methods: We accept major debit/credit cards, contactless payments, bank transfers, and pre-approved digital payments. Cash payments must be agreed upon prior to operator dispatch.
4. Tolls and Emission Charges:
   • Unless explicitly stated otherwise in your initial quote, the customer is responsible for all tolls (e.g., Dartford Crossing, Mersey Gateway, M6 Toll) and urban low-emission charges (including London ULEZ, Congestion Charge, LEZ, and regional Clean Air Zones) incurred by both the recovery vehicle and the customer’s vehicle during the recovery process.
5. Out-of-Hours Surcharges: Services requested outside standard operating hours (e.g., late night, bank holidays, extreme weather emergencies) may carry an additional surcharge, which will be disclosed during the quotation call.

6. Cancellations and Aborted Recoveries

1. Customer Cancellation:
   • Free Cancellation Window: You may cancel free of charge within 5 minutes of booking confirmation, provided our recovery vehicle has not already arrived at the scene.
   • Late Cancellation Fee: If you cancel after 5 minutes of dispatch, a cancellation fee (equal to the base call-out charge) will be billed to cover driver time and fuel.
   • On-Scene Cancellation: If our recovery vehicle arrives at your location and you no longer require service (e.g., you started the car or called another provider), the full quoted call-out fee is payable immediately.
2. Aborted Recovery / No-Show:
   • If our operator arrives and cannot locate you or your vehicle within 15 minutes of arrival, and you are unreachable via the contact details provided, the recovery will be deemed aborted, and the full call-out charge will apply.

7. Customer Responsibilities and Roadside Safety

1. Personal Safety: On high-speed roads (e.g., Motorways, Dual Carriageways, Smart Motorways), you must follow the operator’s and Highways England’s safety guidelines: exit the vehicle from the passenger side and wait behind the safety barrier where available.
2. Authority to Move Vehicle: You warrant that you are the registered keeper of the vehicle or are fully authorized by the owner to arrange its movement.
3. Key Availability: You must provide keys, locking wheel-nut keys, and alarm fobs required to operate or steer the vehicle, unless keyless recovery has been specifically booked.

8. Electric Vehicles (EV) and Specialized Vehicles

1. EV Towing Rules: Modern Electric and Hybrid vehicles cannot be towed with drive wheels on the ground without causing severe damage to electric motors and high-voltage batteries.
2. You must inform us if your vehicle is an EV/Hybrid. RoadBuddy will deploy flatbed transport or total-lift wheel dollies.
3. We are not liable for transmission or motor damage caused by customer failure to disclose that the vehicle is electric, hybrid, or All-Wheel Drive (AWD/4WD).

9. Storage, Delivery, and Unclaimed Vehicles

1. Delivery Location: We will deliver your vehicle to the agreed destination address provided at booking.
2. Access Requirements: You must ensure the destination location is accessible for a recovery flatbed/towing vehicle. If access is blocked, an alternative delivery site will be agreed upon at your expense.
3. Storage Charges: If the destination garage is closed, inaccessible, or refuses to accept the vehicle, the vehicle will be taken to a secure storage facility. Storage is charged at our standard daily rate until collection or re-delivery is arranged.
4. Lien and Disposal: In accordance with UK law, RoadBuddy reserves a general lien over any vehicle in our possession until all outstanding recovery, towing, and storage fees are paid in full. Vehicles remaining unclaimed after 30 days may be disposed of or sold to recover costs, in compliance with the Torts (Interference with Goods) Act 1977.

10. Limitation of Liability and Exclusions

1. Pre-Existing Damage: RoadBuddy is not liable for pre-existing vehicle damage, mechanical failures, structural wear, or damage resulting from the initial breakdown or accident.
2. Low-Clearance & Modified Vehicles: Vehicles with aftermarket modifications, extreme low clearance, body kits, or severe rust are recovered at the owner’s risk regarding cosmetic scuffs or minor undertray contact.
3. Loose Contents: We accept no responsibility for personal belongings, valuables, or loose cargo left inside the vehicle during transport. Customers are strongly advised to remove all valuables before recovery.
4. Statutory Limitations: Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any statutory rights under the Consumer Rights Act 2015 that cannot legally be excluded.
5. Indirect Loss: RoadBuddy shall not be liable for indirect or consequential losses, including lost wages, missed flights, accommodation expenses, rental car costs, or loss of commercial profit resulting from a breakdown or delay.

11. Right to Refuse Service

RoadBuddy reserves the right to refuse or discontinue service immediately if:

• The customer or passengers display aggressive, abusive, threatening, or intoxicated behavior toward our staff.
• The vehicle is suspected of being involved in illegal activity or is unverified by law enforcement when requested.
• Environmental or scene conditions pose an unmanageable risk to the life and safety of our recovery operators.

12. Data Protection and Privacy

We process your personal data (name, contact phone number, vehicle details, location) in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your details are used solely to fulfill your service request, process payments, and meet legal requirements. We do not sell your personal data to third parties.

13. Complaints Procedure

We aim to provide an exceptional level of service. If you are dissatisfied with any aspect of our service, please contact our Customer Support team in writing within 14 days of the service date:

• Email: info@roadbuddy.co.uk

We will acknowledge your complaint within 2 business days and aim to provide a full resolution within 10 business days.

14. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales (or Scotland/Northern Ireland if the customer resides there).