Terms and Conditions
Effective Date: 1 February 2026
These Terms and Conditions apply to Roadway Assist Ltd, a company registered in England and Wales (Company Number: 16988542), with its registered office in Parkstone, Poole Dorset, United Kingdom. By booking a service, making a payment, or using our website, you agree to be bound by these Terms and Conditions and all related policies referenced herein.
If you do not agree with any part of these Terms and Conditions, you must not proceed with booking or using our services.
1. Definitions
In these Terms and Conditions:
- “Roadway Assist”, “we”, “us”, or “our” refers to Roadway Assist.
- “Customer”, “you”, or “your” refers to the individual or entity requesting services.
- “Service” refers to roadside assistance coordination and related support.
- “Technician” refers to an independent technician or subcontractor assigned to a job.
- “Booking” refers to a confirmed service request accepted by Roadway Assist.
2. Nature of services
Roadway Assist operates as a roadside assistance coordination service. We arrange and dispatch technicians to provide roadside assistance based on availability and information supplied by the customer.
Services may be delivered by independent technicians or subcontractors who operate within their own trade and responsibility.
Roadway Assist acts solely as a coordination and dispatch service unless expressly stated otherwise in writing.
Roadside assistance is intended as temporary or immediate support and does not replace full mechanical repair or workshop services.
3. Booking process
A booking is created when a customer contacts Roadway Assist and provides the required service details. A booking is considered confirmed only after:
- A price has been quoted and accepted, and
- Any required deposit or payment has been successfully confirmed.
Roadway Assist reserves the right to decline or cancel any booking prior to dispatch.
4. Pricing and quotations
All prices are quoted based on the information provided by the customer at the time of booking. Prices may vary based on location, time, service type, accessibility, and availability.
All quotations are subject to inspection upon arrival. If the actual vehicle condition, access situation, or job scope differs from what was described at booking, the final price may be revised before work begins.
Pricing is governed by our Pricing and Surcharges Policy, which forms part of these Terms and Conditions.
5. Deposits and payments
A deposit or full payment may be required before dispatch. Deposits are applied toward the total quoted price and are not additional fees.
Dispatch will not occur until payment is confirmed. Payment confirmation may require screenshots, references, or internal verification.
Failure to complete agreed payment may result in recovery action, additional administrative fees, and restriction from future services.
Deposits, payments, and payment conditions are governed by our Deposit Policy and Payment Policy.
6. Cancellations and no-shows
Cancellations, no-shows, and unreachable customers are handled in accordance with our Cancellation and No-Show Policy.
Cancellations after dispatch or failure to be present or reachable may result in retention of deposits or full charges.
7. Estimated arrival times
Any estimated arrival times provided are estimates only and not guaranteed.
Arrival times may be affected by traffic, weather, service demand, technician delays, or access restrictions. ETA handling is governed by our ETA and Service Availability Policy.
8. Customer responsibilities
Customers are responsible for providing accurate and complete information, including correct location details, vehicle condition, and service requirements.
Customers must be present, reachable, and cooperative at the service location. Failure to do so may result in cancellation, delays, or additional charges.
Service limitations and customer responsibilities are governed by our Service Scope and Customer Responsibilities Policy.
9. Refusal or discontinuation of service
Roadway Assist reserves the right to refuse or discontinue service if conditions are unsafe, illegal, or materially different from what was described at the time of booking.
Applicable callout, cancellation, or dispatch charges may still apply.
10. Refunds
Refund eligibility is assessed in accordance with our Refund Policy. Refunds are not automatic and depend on service stage, dispatch status, and circumstances.
Unauthorised payment chargebacks without prior engagement through our complaints process may be formally disputed and may result in recovery action.
Approved refunds are processed using the original payment method where possible.
11. Complaints
Complaints must be submitted directly to Roadway Assist within the timeframe specified in our Complaints and Resolution Policy.
We aim to resolve complaints fairly and professionally. Abuse, threats, or unreasonable conduct may result in refusal of engagement.
12. Subcontractors
Services may be carried out by independent technicians or subcontractors. While we enforce service standards, subcontractors operate independently and are responsible for their own tools, insurance, and workmanship.
Roadway Assist coordinates service delivery but does not assume responsibility for independent trade liabilities beyond what is required by law.
13. Limitation of liability
To the maximum extent permitted by applicable law, Roadway Assist shall not be liable for any indirect, incidental, consequential, or economic loss arising from the use of our services, including but not limited to loss of time, loss of earnings, or loss of opportunity.
Our total aggregate liability arising from any claim shall not exceed the amount paid by the customer for the specific service giving rise to the claim.
Nothing in these Terms and Conditions affects your statutory rights as a consumer under applicable UK consumer protection laws.
14. Technician workmanship and third-party liability
Technicians dispatched by Roadway Assist may operate as independent contractors or subcontractors.
Roadway Assist coordinates the service but does not manufacture parts, perform mechanical repairs, or directly control independent trade practices. Any workmanship-related issues must be raised through our Complaints and Resolution process.
Technicians are responsible for their own trade conduct, tools, insurance, and statutory obligations.
15. Technician workmanship and third-party liability
Roadway Assist and its dispatched technicians are not responsible for pre-existing vehicle faults, mechanical weaknesses, electrical issues, corrosion, or hidden defects.
Certain emergency procedures (including jump starts, tyre removal, fuel drainage, or recovery operations) may carry inherent risks depending on vehicle condition. By requesting service, the customer acknowledges these risks.
16. Force majeure
Roadway Assist shall not be liable for failure or delay in performance where such failure or delay results from events beyond our reasonable control. This includes, but is not limited to, severe weather, road closures, accidents, system failures, strikes, or government restrictions.
17. Privacy and data protection
The collection and use of personal data is governed by our Privacy and Call Recording Policy, which forms part of these Terms and Conditions.
By using our services, you consent to the collection, use, and sharing of personal data as outlined in that policy.
18. Call recording
Calls to and from Roadway Assist may be recorded for quality assurance, dispute resolution, training, and fraud prevention purposes. Continued use of our services constitutes consent to call recording.
19. Website use
The content of the Roadway Assist website is provided for general information purposes only. While we strive to keep information accurate and up to date, we make no guarantees regarding completeness or accuracy.
Roadway Assist reserves the right to modify or withdraw website content at any time without notice.
20. Intellectual property
All website content, branding, logos, text, and materials are the intellectual property of Roadway Assist unless otherwise stated.
You may not copy, reproduce, distribute, or use any content without prior written permission.
21. Abuse and misuse of services
Roadway Assist reserves the right to refuse service, cancel bookings, or restrict access to customers who engage in abusive behavior, misuse services, attempt fraud, or repeatedly breach these Terms and Conditions.
22. Amendments
Roadway Assist may update these Terms and Conditions from time to time. The most current version will always be available on our website.
Continued use of our services following updates constitutes acceptance of the revised Terms and Conditions.
23. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
24. Entire agreement
These Terms and Conditions, together with all referenced policies, constitute the entire agreement between Roadway Assist and the customer regarding the use of our services.
No oral representations or informal communications shall override these Terms and Conditions.
25. Governing law and jurisdiction
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
Any disputes arising from these Terms and Conditions or the use of Roadway Assist services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
26. Contact
For questions regarding these Terms and Conditions, please contact Roadway Assist using the contact details provided on our website.