Terms of Service
The terms you are agreeing to when you book a recovery. They are the same things we say on the phone. Writing them down means neither of us has to remember who said what.
Who these are between
These terms are between you and HORLEY CAR RECOVERY LTD, trading as Horley Car Recovery. They apply from the moment you accept a price and ask us to come out. Nothing here takes away rights you have as a consumer under UK law.
HORLEY CAR RECOVERY LTD is registered in England and Wales. Company number: 17438111. Registered office: 27 High Street, Horley, England, RH6 7BH. This is a correspondence address, not a vehicle collection point.
The price
You get a figure on the phone before we set off, and the quote costs nothing whether you book or not. There is no deposit. The prices page sets out the four things a figure is built from and what is included in it.
Tell us where the vehicle is, what has happened and where it needs to go. We agree the job and price before setting off. If the location, vehicle condition or requested work changes, we explain any extra work and agree the price with you before carrying it out. Examples of a change to the agreed scope include:
- The vehicle turns out to be in a different state from the one described.
- There are no keys, so the vehicle cannot be steered or taken out of park.
- It has to be winched from a ditch, a verge or a field rather than off a road.
- Access is genuinely awkward. A height barrier, a blocked-in bay, a bend with nowhere to stop.
- We are kept waiting because nobody is with the vehicle.
We explain any extra work and agree the price with you before carrying it out. You can decline the additional work.
What we will move
We recover suitable cars, vans, pickups, 4x4s and motorbikes by flatbed. Send the make, model, actual loaded weight where known, vehicle condition and access details so we can confirm the right truck and loading method. HGV and heavy recovery are outside our service.
We do not move vehicles for disposal. We will not load a vehicle where doing so would be unsafe, and that judgement is the driver's on the day.
Before we come out
Tell us the truth about the vehicle. Where it is, what it is, whether it rolls, whether it steers, whether you have the keys, and where it needs to end up. Everything in the quote rests on that. A wrong description is the usual reason a price moves.
You need to be entitled to move the vehicle. By booking, you are telling us you are the owner or that the owner has asked you to arrange it.
On the day
Somebody should be with the vehicle if that is possible, or the keys need to be arranged in advance. Take your belongings and your documents out before it goes on the deck. Tell us about anything that must remain inside. This does not remove our responsibility for loss or damage caused by a failure to take reasonable care.
Tell us about loose or broken parts before loading. The driver will assess whether the vehicle and its parts can be secured safely. We explain any additional precautions or work before proceeding. Existing damage does not remove our responsibility to take reasonable care during recovery.
Paying
Payment is due when the job is done, at the delivery address, unless something different has been agreed in writing beforehand. Cash, bank transfer or PayPal, whichever suits you. Nothing is charged before we arrive.
Cancelling
Ring as soon as you know. If the truck has not left, there is nothing to pay. If it is already on its way or has arrived, there is a charge for the run. You are told what that is when you cancel, not sent it afterwards.
Any cancellation charge must reflect the loss reasonably caused by the cancellation, taking account of costs saved. Nothing here removes any cancellation rights you have under consumer law.
We can cancel too. Weather, a breakdown of the truck itself, or a job that turns out to be unsafe to do. If that happens you pay nothing and we say so straight away rather than leaving you waiting.
If the vehicle cannot be delivered
Sometimes nobody is at the other end, or the address cannot take the vehicle. We will ring you. If it cannot be resolved, we can arrange secure storage. We agree the daily storage charge with you before it starts.
If something goes wrong
Tell us. Ring or text 07403 924606 and say what happened. A complaint gets a straight answer rather than a form. The surest way to sort a problem is to raise it while everyone still remembers the job.
If damage is caused by us in the course of a recovery, it gets put right. Point it out at the time and take a photograph if you can. A fault raised at delivery is far easier to settle than one raised weeks later.
Your own breakdown provider or insurer may be paying for the recovery. Their terms then sit alongside these, and any claim about the vehicle goes through them.
Changes to these terms
The terms that apply to your job are the ones on this page on the day you book it. Changing them afterwards is not something we can do to a job already agreed.
Need a truck now?
Tell us where you are and what the vehicle is doing. You get the price before we set off.