Terms and Conditions

Effective date: July 10, 2018

SAVER MEMBERSHIP

TERMS AND CONDITIONS

YOU THE CUSTOMER & US

YOU — means the customer, this will depend on the cover you have selected and be subject to the terms and conditions and exclusions applied to each membership.

US — means Motoring Assistance Limited (Company Number 10467192) trading as: "Motoring Assistance and/or www.motoringassistance.com", Write to us at: XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

or email us at: [email protected]

IN THE EVENT OF A BREAKDOWN

Broken down in the UK? Call us on 0330 113 2433 (Option 1) — Lines open 24/7

Had an accident? Call us on 0330 113 2433 (Option 2) — Lines open 24/7

Need a quote? Call us on 0330 113 2433 (Option 3) — Lines open Monday to Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

For changes to your policy and all other queries email us at: [email protected] or call us on 0330 113 2433 (Option 4) — Lines open Monday to Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

Our operators will ask you for the following information:

  • Your full name, date of birth and membership number
  • Your vehicle's make, model and registration number
  • The exact location of your vehicle (for example, the name of the road you are on, postcode, nearest junction or any other identifiable landmarks)
  • Any information you have on the fault
  • The best telephone number to contact you back on

Once the arrangements have been made with a recovery operator, we will contact you with the updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls at any time. Please avoid using you phone for unnecessary calls etc, which may make it difficult for Us to get through.

You will be asked to remain with or nearby your vehicle until the recovery operator arrives. Once the recovery operator arrives at the scene please be guided by their safety advice. If you have broken down on a motorway and have no means of contacting us, or are unaware of your location, please use the nearest SOS box and advise the emergency services of our telephone number. Each 100m marker has the direction of the nearest telephone.  

If your breakdown is as result of a flat, punctured or blown tyre we will require you to have a locking wheel nut key and a fully serviceable spare, or space saving, wheel (where applicable).

DEFINITIONS

Our Membership contains specific wording with definitions which we have set out to ensure these are clear and which form part of contract between you and us.

Accident

Means either your Vehicle or the vehicle you were driving was in a collision and subject to an unexpected incident.

Breakdown / Broken Down

Means either your Vehicle or the vehicle you were driving has experienced a none pre-existing mechanical fault which may include loss of power from the battery which is preventing the vehicle from being driven safely on the public Highway. For the purpose of this definition we include damage or faults with tyres save for any deliberate damage or interference including:  Flood, Fire, Theft, Deliberate Damage or Vandalism. Putting the wrong fuel in the Vehicle or mis-fuelling is not included in this cover.

Any mechanism which cools the vehicle or controls the temperature is not therefore considered a breakdown under our terms and conditions except in the circumstance the mechanism prevents the vehicle from being driven safely. You may be required to make subsequent arrangements for the repair or recovery in this scenario.

Caravan / Trailer

Means either your Vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the

following specifications: Max Weight (gross): 3 tonnes, Max Length: 7.0 metres (23 feet) including draw bar and coupling and Max Width: 2.44 metres (8 feet)

Excess / Cover Uplift

Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.

Home

Means the home address registered with us when setting up the cover. Any changes to your address must be made in writing to us at least 72 hours before requesting any assistance or recovery under this contract.

Start Date

This is the date at 12:00am on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

Start of Membership

Your contract with us will not commence until 72 hours after your first payment. This may prevent you from accessing services from us until 72 hours has passed.

Vehicle Value

Means the reasonable cost determined by us to replace the vehicle taking in considering the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.

Membership

Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.

You

Means the individual(s) named and identified on the Membership Details.

Membership Information

Means the contract or electronic documentation with information about You or the individual named in it for the purpose of the membership and forms part of the terms under the terms and conditions.

Membership Details

Means the terms and conditions set out within the document.

Misfuelling

Means the Vehicle or Vehicle you are driving which has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.

Personal Use

Means the Vehicle is not used for delivery, transportation service or service involving carriage of goods or being used for public or private hire on the public highway in association with a business or for commercial gain.

Recovery Operator

Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.

Roadworthy Condition

Means that the Vehicle is fully insured, has a road fund license, holds a current MOT certificate and has been properly maintained and serviced in line with the manufacturer's guidelines. There also must be no known faults with the Vehicle.

Assistance Request

Means any request for assistance, service or a benefit under any section of this Membership.

Temporary Repair

Means any repair work that is untaken by any of our Recovery Operators.

Term

Means the duration of this Membership commencing from the Inception Date as stipulated on Your Membership details.

Territorial Limits

Means England, Scotland, Wales, Northern Ireland and the Isle of Man.

Vehicle

Means any car, motorcycle or moped which complies with the following specifications and is used for Personal

Use only. Max Weight (gross): 3 tonnes, Max Length: 5.5 metres (18 feet) and Max Width: 2.3 metres (7.5 feet).

GENERAL CONDITIONS AND EXCLUSIONS OF MEMBERSHIP

  • Labour charges in excess of one hour of the recovery operator arriving at the scene of the breakdown.

  • The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.

  • Any breakdown from a fault where we have previously attended for that fault, or a related fault in our opinion, or as a result of a temporary repair affected by us, or insistence by us that garage attention and subsequent repairs have not been sought. This does not apply in the event of a secondary breakdown during the same journey as long as the intended destination was a garage or other place of repair and no other.

  • Any claim for broken glass or mirrors.

  • Each membership is limited to a maximum of 3 assistance requests per annum.

  • Any claim resulting from the vehicle's lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.

  • Any claim as a result of mis-fuelling or running out of fuel.

  • Any claim where the vehicle is immersed in mud, snow, sand or water. This also extends to any breakdown as a result of contact with the above.

  • Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.

  • Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.

  • Assistance of any vehicle which is already at a garage or other place of repair.

  • Recovery of your vehicle to more than one destination including a second recovery or attendance by a recovery operator as the original destination was not able to accept your vehicle for any reason.

  • Recovery of any vehicle which is already at a garage, other place of repair or home address.

  • Where we can evidence that this cover is being used by the cover owner or any other driver of the vehicle to avoid the cost of repairing or recovering the vehicle or where a known fault existed with the vehicle prior to the inception date.

  • Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle's removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by you.

  • Any caravan or trailer is not covered in the event of a breakdown. Only in the event your vehicle suffers a breakdown and requires recovery will your caravan or trailer be recovered.

  • If you purchase any of our products that advertise an excess and include it in your membership document then any assistance request is subject to this excess payment. The excess amount must be paid in full before any assistance is provided by us.

  • Any request for assistance for a fault which we a previously provided assistance for, unless suitable proof of repair has been sent to us from a reputable VAT registered garage

  • Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.

  • Any breakdown as a result accident.

  • The costs of food, drink and telephone calls for you and any passengers.

  • All horseboxes and vehicles carrying or towing a trailer carrying any livestock.

  • Any vehicle which is not taxed, does not hold a current MOT or is uninsured.

  • All motorhomes.

  • The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.

  • Any vehicle or trailer that is not in a roadworthy condition.

  • Any liability for financial loss to you.

  • All vehicles over 20 years old.

YOUR MEMBERSHIP

If Your Vehicle suffers a breakdown and You require assistance within the United Kingdom, and the location is further than one mile from your home address we will;

  • Attend the location the vehicle and where possible carry out a Temporary Repair, and/or, recover your Vehicle to a suitable place of repair, your home address or journey destination, however it must be within a 20-mile radius of the Breakdown location. The place of repair must be chosen by You however we may assist with providing potential places.

Please note: In the event that assistance is required because the vehicle has a flat, blown or punctured tyre the following will apply:

  • You must have an accessible and serviceable spare, or space saver wheel, along with any relevant locking wheel nut for the recovery operator to replace the wheel.

  • If the relevant locking nut, serviceable spare or space saver wheel is available then we will source a mobile tyre fitter or recovery operator to change the wheel. Please note the cost of any parts or tyre(s) required to be covered by yourself.

  • Where the relevant locking nut, serviceable spare, space saver wheel or mobile tyre fitter is not available, we will instruct a recovery operator to recover your vehicle to a place of repair, however it must be within 20-mile radius of the site of the Breakdown location. This is where Our assistance will end.

If we are unable to carry out a Temporary Repair to your vehicle and You require recovery any caravan or trailer being towed will not be covered and there will be an additional cost for recovery. All faults with any caravan or trailer are not covered under the membership.

Recovery of the vehicle with travel for the driver and four additional passengers only is covered under this membership.

ADD-ONS

These benefits will only be included if the add-on has been purchased along with the saver policy.

Nationwide Recovery

This add-on removes the 20 miles radius limitation for recovery meaning we will recover your Vehicle to a suitable place of repair, your home address or journey destination anywhere within the United Kingdom.

Home Start

This add-on means that we will provide assistance if your vehicle has broken down at your home address.

Onward Travel

Means we will reimburse the travel expenses for the driver and up to 4 additional passengers to any destination within the United Kingdom, up to a maximum of £100 per person. All receipts must be kept and provided to Us before any expenses are reimbursed.

Unlimited Callouts

This removes the 3 callouts per annum restriction. The excess with still be chargeable for each claim.

Lost Key Assistance

This add-on means we will still provide assistance when you have lost or damaged your keys. We will not cover the cost of any replacement keys or parts for your vehicle.

Accident Assistance

We will offer assistance to your in the event that you have fault or non-fault accident. You will still be liable for any costs involved with recovering and repairing your car, however non-fault accidents may be covered for free until your claim is processed.

GDPR

Effective date: 1st March 2019

Motoring Assistance Limited believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with www.motoringassistance.com terms.

When we first obtain Personal Data from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information by email or text from us about other services or products (as applicable) from us. You can normally do this by ticking specific boxes on an application form or contract. You may change your mind at any time by emailing us at the address below.

[email protected]

Some of the Personal Data we hold about you may be 'sensitive personal data' within the meaning of the Data Protection Act 1998, for example, information about your name and email.

Data Controller

Any information that you provide on this website is controlled by Motoring Assistance Limited, which is registered as a data controller with Information Commissioners Office in England under notification number: ZA462447. If you have any queries about the information, we hold about you, please contact us at [email protected] or write to us at Motoring Assistance Limited, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

Contents of the Notice:

1. Collecting information.

We may collect Personal Data about you from a number of sources, including the following:

1.1 From you when you agree to take a service or product from us, in which case this may include your contact details, date of birth, and your bank details.

1.2 From you when you contact us with an enquiry or in response to a communication from us, in which case, this may tell us something about how you use our services.

1.3 From documents that are available to the public, such as the electoral register.

2. Using your personal information.

2.1. Personal Data about our customers is an important part of our business and we shall only use your Personal Data for the following purposes and shall not keep such Personal Data longer than is necessary to fulfil these purposes:

2.1.1. To help us to identify you when you contact us.

2.1.2. To help us to identify accounts, services and/or products which you could have from us via selected partners from time to time. We may do this by automatic means using a scoring system, which uses the Personal Data you have provided and/or any information we hold about you and Personal Data from third party agencies (including credit reference agencies).

2.1.3. To help us to administer and to contact you about improved administration of any accounts, services and products we have provided before, do provide now or will or may provide in the future

2.1.4. To allow us to carry out marketing analysis and customer profiling (including with transactional information), conduct research, including creating statistical and testing information.

2.1.5. To help to prevent and detect fraud or loss.

2.1.6. To allow us to contact you in any way (including mail, telephone, visit, text or multimedia messages) about products and services offered by us via selected partners unless you have previously asked us not to do so.

2.1.7. We may monitor and record communications with you for quality assurance and compliance.

2.2. We will not disclose your Personal Data to any third party except in accordance with this Privacy Policy.

2.3. We may allow other people and organisations to use Personal Data we hold about you in the following circumstances:

2.3.1. If we, or substantially all of our assets, are acquired or are in the process of being acquired by a third party, in which case Personal Data held by us, about our customers, will be one of the transferred assets.

2.3.2. If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings.

2.3.3. We employ companies and individuals to perform functions on our behalf and we may disclose your Personal Data to these parties for the purposes set out in clause 2.1 or, for example, for fulfilling orders, delivering packages, sending postal mail and email, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links), processing credit and debit card payments and providing customer service. Those parties are bound by strict contractual provisions with us and only have access to Personal Data needed to perform their functions, and may not use it for other purposes. Further, they must process the Personal Data in accordance with this Privacy Policy and as permitted by the Data Protection Act 1998. From time to time, these other people and organisations to whom we may pass your Personal Data may be outside the European Economic Area, which comprises the 27 member states of the European plus Iceland, Lichtenstein and Norway. We will take all steps reasonably necessary to ensure that your Personal Data is treated securely and in accordance with this Privacy Policy and the Data Protection Act 1998.

2.4. Where you give us Personal Data on behalf of someone else, you confirm that you have provided them with the information set out in this Privacy Policy and that they have not objected to such use of their Personal Data.

2.5. In connection with any transaction which we enter into with you:

2.5.1. We may carry out fraud prevention checks with one or more licensed fraud prevention agencies. We and they may keep a record of the search.

2.5.2. If you provide false or inaccurate information to us and we suspect fraud, we will record this and may share it with relevant authorities if required to do so by law.

2.5.3. If you need details of the fraud prevention agencies from which we obtain information about you, please write to our Data Protection Manager at Motoring Assistance ltd 67-69 Water Lane, Wilmslow, SK9 5BQ

2.6. For marketing purposes

2.6.1. We would like to send you information about products and services of ours which may be of interest to you. If you have consented to receive marketing, you may opt-out at a later date.

You have a right to stop us from contacting you for marketing purposes.

3. Protecting Information

We have strict security measures to protect Personal Data.

3.1. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

3.2. We reveal only a few digits of your credit card number when confirming an order.

3.3. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information.

3.4. It is important for you to protect against unauthorised access to your password and to your computer. Never write your password down or disclose it to anyone else. Motoring Assistance Limited cannot be held liable for any situations that arise due to unauthorised access which is beyond our control. Be sure to sign off when you finish using a shared computer.

4. Internet

4.1. Please remember that communications over the internet, such as emails and webmails (messages sent through a website), are not secure unless they have been encrypted. Your communications may go through a number of countries before they are delivered - this is the nature of the internet. We cannot accept responsibility for any unauthorised access or loss of Personal Data that is beyond our control.

5. Cookies

When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your computer. These are called 'cookies'.

These cookies cannot be used to identify you personally and are used to improve services for you, for example through:

- Letting you navigate between pages efficiently

- Enabling a service to recognise your computer so you don't have to give the same information during one task

- Recognising that you have already given a username and password so you don't need to enter it for every web page requested

- Measuring how many people are using services, so they can be made easier to use and that there is enough capacity to ensure they are fast

See allaboutcookies.org or www.youronlinechoices.eu to learn more about cookies.

Visit www.google.co.uk/goodtoknow/data-on-the-web/cookies for a video about cookies.

Users typically have the opportunity to set their browser to accept all or some cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these options, of course, means that personalised services cannot be provided and the user may not be able to take full advantage of all of a website's features. Refer to your browser's Help section for specific guidance on how it allows you to manage cookies and how you may delete cookies you wish to remove from your computer.

Multiple cookies may be found in a single file depending on which browser you use.

The cookies used on this website have been categorised based on the categories found in the ICC UK Cookie guide, as follows:

Category 1: strictly necessary cookies

These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.

By using this website, you agree that we can place these types of cookies on your device. If you have any queries about these, or would like more information, please contact our Data Protection Manager at Motoring Assistance ltd, 67-69 Water Lane, Wilmslow, SK9 5BQ

For more information on cookies (including how to switch them off) please visit www.allaboutcookies.org.

 

6. Links

6.1. The Website may include third-party advertising and links to other websites. We do not provide any personally identifiable customer Personal Data to these advertisers or third-party websites.

6.2. These third-party websites and advertisers, or internet advertising companies working on their behalf, sometimes use technology to send (or 'serve') the advertisements that appear on the Website directly to your browser. They automatically receive your IP address when this happens. They may also use cookies, JavaScript, web beacons (also known as action tags or single-pixel gifs), and other technologies to measure the effectiveness of their ads and to personalise advertising content. We do not have access to or control over cookies or other features that they may use, and the information practices of these advertisers and third-party websites are not covered by this Privacy Policy. Please contact them directly for more information about their privacy practices. In addition, the the Your Online Choices scheme offers useful information about internet advertising companies (also called 'ad networks' or 'network advertisers'), including information about how to opt-out of their information collection.

6.3. We exclude all liability for loss that you may incur when using these third party websites.

7. Safe Harbor Privacy.

The European Parliament and Council of the European Union adopted Directive 95/46/EC on Data Protection to set standards for the security and transfer of personal data. The Data Directive limits the transfer of personal data to countries outside of the EU and the European Economic Area (EEA) for processing to only those countries that can ensure an adequate level of protection for an individuals personal data. The United States Department of Commerce and the EU developed a set of Safe Harbor Principles regarding personal data privacy and security that, when followed, permit and organization to certify that it provides adequate protection for the transfer of EU personal data to the US for processing. E-Credit Plus Limited fully commits to follow the Safe Harbor Principles with respect to all personal data received from any individual or entity in the EU or the EEA.

8. Further information.

8.1. If you would like any more information or you have any comments about our Privacy Policy, please either write to us at Data Protection Manager, Motoring Assistance ltd 67-69 Water Lane, Wilmslow, SK9 5BQ, or email us at [email protected]

8.2. We may amend this Privacy Policy from time to time without notice to you, in which case, we will publish the amended version on the Website. You confirm that we shall not be liable to you or any third party for any change to this Privacy Policy from time to time. It is your responsibility to check regularly to determine whether this Privacy Policy has changed.

8.3. You can ask us for a copy of this Privacy Policy and of any amended Privacy Policy by writing to the above address or by emailing us at [email protected] This Privacy Policy applies to Personal Data we hold about individuals. It does not apply to information we hold about companies and other organisations

8.4. If you would like access to the Personal Data that we hold about you, you can do this by emailing us at [email protected] or writing to us at the address noted above. There may be a nominal charge of £5 to cover administrative costs. We may contact you to verify that you have actually made the request personally.

8.5. We aim to keep the Personal Data we hold about you accurate and up to date. If you tell us that we are holding any inaccurate Personal Data about you, we will delete it or correct it promptly. Please email us at [email protected] or write to us at the address above to update your Personal Data.

9. Our contact information.

If you have any questions about this privacy statement, the practices of this site, or your dealings with our website, you can contact us via email sent to: [email protected], via mail to Opt-Out, Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ.

COMPLAINTS

We are committed to providing an exceptional level of customer service and care and do everything we can to make sure we meet our own high standards. However, we realise that sometimes things go wrong and there may be occasions when you feel you have cause for complaint. When this happens, we want to hear about it do that we can try to put the matter right. If you wish to register a complaint, please contact us:

Telephone: 0330 113 2431

Email: [email protected]

In Writing: Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

To enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, a summary of which is outlined below.

  • Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.

  • After having considered the issue, we will advise what action we intend to take and the expected timescales for this.

  • In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.

  • We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.

  • By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, we will treat the complaint as closed.

Your statutory rights are not affected if you choose to follow the complaints procedure above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

CANCELATION

You have the right to cancel this cover within 14 days of the start date of the cover without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the cover at our discretion.

We reserve the right to withdraw and cancel your membership if you fail to pay premiums or instalments of premiums on demand, or fail within seven days of a written request from us, to provide any documentation of information required by us. In the event of us cancelling a cover after its beginning or its renewal our fees or commission will not be returnable.

We reserve the right to cancel your membership at any time without prior notice, if no claims have been made during the term of this membership then you will be refunded in full.

We reserve the right to refuse service if we suspect any type of fraudulent activity.

Motoring Assistance shall not be bound to accept renewal of any membership and may cancel any membership at any time without prior notice where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  • Fraud
  • Non-payment of premium
  • Threatening and abusive behaviour
  • No-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim.

HOW TO CONTACT US

Broken down in the UK? Call us on: 0330 113 2433 (Option 1)

Had an accident? Call us on: 0330 113 2433 (Option 2)

For changes to your policy and all other queries, call us on: 0330 113 2433 (Option 3)

If you are hard of hearing, you can email us on: [email protected]

You can write to us at: Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

PREMIUM MEMBERSHIP

TERMS AND CONDITIONS

YOU THE CUSTOMER & US

YOU — means the customer, this will depend on the cover you have selected and be subject to the terms and conditions and exclusions applied to each membership.

US — means Motoring Assistance Limited (Company Number 10467192) trading as: "Motoring Assistance and/or www.motoringassistance.com", Write to us at: XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ or email us at: [email protected]

IN THE EVENT OF A BREAKDOWN

Broken down in the UK? Call us on 0330 113 2433 (Option 1) — Lines open 24/7

Had an accident? Call us on 0330 113 2433 (Option 2) — Lines open 24/7

Need a quote? Call us on 0330 113 2433 (Option 3) — Lines open Monday to Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

For changes to your policy and all other queries email us at: [email protected] or call us on 0330 113 2433 (Option 4) — Lines open Monday to Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

Our operators will ask you for the following information:

  • Your full name, date of birth and membership number
  • Your vehicle's make, model and registration number
  • The exact location of your vehicle (for example, the name of the road you are on, postcode, nearest junction or any other identifiable landmarks)
  • Any information you have on the fault
  • The best telephone number to contact you back on

Once the arrangements have been made with a recovery operator, we will contact you with the updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls at any time. Please avoid using you phone for unnecessary calls etc, which may make it difficult for Us to get through.

You will be asked to remain with or nearby your vehicle until the recovery operator arrives. Once the recovery operator arrives at the scene please be guided by their safety advice. If you have broken down on a motorway and have no means of contacting us, or are unaware of your location, please use the nearest SOS box and advise the emergency services of our telephone number. Each 100m marker has the direction of the nearest telephone.  

If your breakdown is as result of a flat, punctured or blown tyre we will require you to have a locking wheel nut key and a fully serviceable spare, or space saving, wheel (where applicable).

DEFINITIONS

Our Membership contains specific wording with definitions which we have set out to ensure these are clear and which form part of contract between you and us.

Accident

Means either your Vehicle or the vehicle you were driving was in a collision and subject to an unexpected incident.

Breakdown / Broken Down

Means either your Vehicle or the vehicle you were driving has experienced a none pre-existing mechanical fault which may include loss of power from the battery which is preventing the vehicle from being driven safely on the public Highway. For the purpose of this definition we include damage or faults with tyres save for any deliberate damage or interference including:  Flood, Fire, Theft, Deliberate Damage or Vandalism. Putting the wrong fuel in the Vehicle or mis-fuelling is not included in this cover.

Any mechanism which cools the vehicle or controls the temperature is not therefore considered a breakdown under our terms and conditions except in the circumstance the mechanism prevents the vehicle from being driven safely. You may be required to make subsequent arrangements for the repair or recovery in this scenario.

Caravan / Trailer

Means either your Vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the

following specifications: Max Weight (gross): 3 tonnes, Max Length: 7.0 metres (23 feet) including draw bar and coupling and Max Width: 2.44 metres (8 feet)

Excess / Cover Uplift

Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.

Home

Means the home address registered with us when setting up the cover. Any changes to your address must be made in writing to us at least 72 hours before requesting any assistance or recovery under this contract.

Start Date

This is the date at 12:00am on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

Start of Membership

Your contract with us will not commence until 72 hours after your first payment. This may prevent you from accessing services from us until 72 hours has passed.

Vehicle Value

Means the reasonable cost determined by us to replace the vehicle taking in considering the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.

Membership

Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.

You

Means the individual(s) named and identified on the Membership Details.

Membership Information

Means the contract or electronic documentation with information about You or the individual named in it for the purpose of the membership and forms part of the terms under the terms and conditions.

Membership Details

Means the terms and conditions set out within the document.

Misfuelling

Means the Vehicle or Vehicle you are driving which has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.

Personal Use

Means the Vehicle is not used for delivery, transportation service or service involving carriage of goods or being used for public or private hire on the public highway in association with a business or for commercial gain.

Recovery Operator

Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.

Roadworthy Condition

Means that the Vehicle is fully insured, has a road fund license, holds a current MOT certificate and has been properly maintained and serviced in line with the manufacturer's guidelines. There also must be no known faults with the Vehicle.

Assistance Request

Means any request for assistance, service or a benefit under any section of this Membership.

Temporary Repair

Means any repair work that is untaken by any of our Recovery Operators.

Term

Means the duration of this Membership commencing from the Inception Date as stipulated on Your Membership details.

Territorial Limits

Means England, Scotland, Wales, Northern Ireland and the Isle of Man.

Vehicle

Means any car, motorcycle or moped which complies with the following specifications and is used for Personal

Use only. Max Weight (gross): 3 tonne, Max Length: 5.5 metres (18 feet) and Max Width: 2.3 metres (7.5 feet).

GENERAL CONDITIONS AND EXCLUSIONS OF MEMBERSHIP

  • Labour charges in excess of one hour of the recovery operator arriving at the scene of the breakdown.

  • The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.

  • Any breakdown from a fault where we have previously attended for that fault, or a related fault in our opinion, or as a result of a temporary repair affected by us, or insistence by us that garage attention and subsequent repairs have not been sought. This does not apply in the event of a secondary breakdown during the same journey as long as the intended destination was a garage or other place of repair and no other.

  • Any claim for broken glass or mirrors.

  • Each membership is limited to a maximum of 3 assistance requests per annum.

  • Any claim resulting from the vehicle's lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.

  • Any claim as a result of mis-fuelling or running out of fuel.

  • Any claim where the vehicle is immersed in mud, snow, sand or water. This also extends to any breakdown as a result of contact with the above.

  • Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.

  • Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.

  • Assistance of any vehicle which is already at a garage or other place of repair.

  • Recovery of your vehicle to more than one destination including a second recovery or attendance by a recovery operator as the original destination was not able to accept your vehicle for any reason.

  • Recovery of any vehicle which is already at a garage, other place of repair or home address.

  • Where we can evidence that this cover is being used by the cover owner or any other driver of the vehicle to avoid the cost of repairing or recovering the vehicle or where a known fault existed with the vehicle prior to the inception date.

  • Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle's removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by you.

  • Any caravan or trailer is not covered in the event of a breakdown. Only in the event your vehicle suffers a breakdown and requires recovery will your caravan or trailer be recovered.

  • If you purchase any of our products that advertise an excess and include it in your membership document then any assistance request is subject to this excess payment. The excess amount must be paid in full before any assistance is provided by us.

  • Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.

  • Any breakdown as a result accident.

  • The costs of food, drink and telephone calls for you and any passengers.

  • All horseboxes and vehicles carrying or towing a trailer carrying any livestock.

  • Any vehicle which is not taxed, does not hold a current MOT or is uninsured.

  • All motorhomes.

  • The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.

  • Any vehicle or trailer that is not in a roadworthy condition.

  • Any liability for financial loss to you.

 

  • All vehicles over 20 years old.

YOUR MEMBERSHIP

If Your Vehicle suffers a breakdown and You require assistance within the United Kingdom we will;

  • Attend the location the vehicle and where possible carry out a Temporary Repair, and/or, recover your Vehicle to a suitable place of repair, your home address or journey destination within the territorial limits of this membership with the outcome selected at our discretion. A suitable place of repair must be chosen by You however we may assist with providing potential places.

Please note: In the event that assistance is required because the vehicle has a flat, blown or punctured tyre the following will apply:

  • You must have an accessible and serviceable spare, or space saver wheel, along with any relevant locking wheel nut for the recovery operator to replace the wheel.

  • If the relevant locking nut, serviceable spare or space saver wheel is available then we will source a mobile tyre fitter or recovery operator to change the wheel. Please note the cost of any parts or tyre(s) required to be covered by yourself.

  • Where the relevant locking nut, serviceable spare, space saver wheel or mobile tyre fitter is not available, we will instruct a recovery operator to recover your vehicle to a place of repair, however it must be within the territorial limits of this membership. This is where Our assistance will end.

If we are unable to carry out a Temporary Repair to your vehicle and You require recovery any caravan or trailer being towed will not be covered and there will be an additional cost for recovery. All faults with any caravan or trailer are not covered under the membership.

Recovery for the driver and four additional passengers is covered under this membership.

ADD-ONS

These benefits will only be included if the add-on has been purchased along with the premium policy.

Onward Travel

Means we will reimburse the travel expenses for the driver and up to 4 additional passengers to any destination within the United Kingdom, up to a maximum of £100 per person. All receipts must be kept and provided to Us before any expenses are reimbursed.

Unlimited Callouts

This removes the 3 callouts per annum restriction. The excess with still be chargeable for each claim.

Lost Key Assistance

This add-on means we will still provide assistance when you have lost or damaged your keys. We will not cover the cost of any replacement keys or parts for your vehicle.

Accident Assistance

We will offer assistance to you in the event that you have fault or non-fault accident. You will still be liable for any costs involved with recovering and repairing your car, however non-fault accidents may be covered for free until your claim is processed.

GDPR

Effective date: 1st March 2019

Motoring Assistance Limited believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with www.motoringassistance.com terms.

When we first obtain Personal Data from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information by email or text from us about other services or products (as applicable) from us. You can normally do this by ticking specific boxes on an application form or contract. You may change your mind at any time by emailing us at the address below.

[email protected]

Some of the Personal Data we hold about you may be 'sensitive personal data' within the meaning of the Data Protection Act 1998, for example, information about your name and email.

Data Controller

Any information that you provide on this website is controlled by Motoring Assistance Limited, which is registered as a data controller with Information Commissioners Office in England under notification number: ZA462447. If you have any queries about the information, we hold about you, please contact us at [email protected] or write to us at Motoring Assistance Limited, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

Contents of the Notice:

1. Collecting information.

We may collect Personal Data about you from a number of sources, including the following:

1.1 From you when you agree to take a service or product from us, in which case this may include your contact details, date of birth, and your bank details.

1.2 From you when you contact us with an enquiry or in response to a communication from us, in which case, this may tell us something about how you use our services.

1.3 From documents that are available to the public, such as the electoral register.

2. Using your personal information.

2.1. Personal Data about our customers is an important part of our business and we shall only use your Personal Data for the following purposes and shall not keep such Personal Data longer than is necessary to fulfil these purposes:

2.1.1. To help us to identify you when you contact us.

2.1.2. To help us to identify accounts, services and/or products which you could have from us via selected partners from time to time. We may do this by automatic means using a scoring system, which uses the Personal Data you have provided and/or any information we hold about you and Personal Data from third party agencies (including credit reference agencies).

2.1.3. To help us to administer and to contact you about improved administration of any accounts, services and products we have provided before, do provide now or will or may provide in the future

2.1.4. To allow us to carry out marketing analysis and customer profiling (including with transactional information), conduct research, including creating statistical and testing information.

2.1.5. To help to prevent and detect fraud or loss.

2.1.6. To allow us to contact you in any way (including mail, telephone, visit, text or multimedia messages) about products and services offered by us via selected partners unless you have previously asked us not to do so.

2.1.7. We may monitor and record communications with you for quality assurance and compliance.

2.2. We will not disclose your Personal Data to any third party except in accordance with this Privacy Policy.

2.3. We may allow other people and organisations to use Personal Data we hold about you in the following circumstances:

2.3.1. If we, or substantially all of our assets, are acquired or are in the process of being acquired by a third party, in which case Personal Data held by us, about our customers, will be one of the transferred assets.

2.3.2. If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings.

2.3.3. We employ companies and individuals to perform functions on our behalf and we may disclose your Personal Data to these parties for the purposes set out in clause 2.1 or, for example, for fulfilling orders, delivering packages, sending postal mail and email, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links), processing credit and debit card payments and providing customer service. Those parties are bound by strict contractual provisions with us and only have access to Personal Data needed to perform their functions, and may not use it for other purposes. Further, they must process the Personal Data in accordance with this Privacy Policy and as permitted by the Data Protection Act 1998. From time to time, these other people and organisations to whom we may pass your Personal Data may be outside the European Economic Area, which comprises the 27 member states of the European plus Iceland, Lichtenstein and Norway. We will take all steps reasonably necessary to ensure that your Personal Data is treated securely and in accordance with this Privacy Policy and the Data Protection Act 1998.

2.4. Where you give us Personal Data on behalf of someone else, you confirm that you have provided them with the information set out in this Privacy Policy and that they have not objected to such use of their Personal Data.

2.5. In connection with any transaction which we enter into with you:

2.5.1. We may carry out fraud prevention checks with one or more licensed fraud prevention agencies. We and they may keep a record of the search.

2.5.2. If you provide false or inaccurate information to us and we suspect fraud, we will record this and may share it with relevant authorities if required to do so by law.

2.5.3. If you need details of the fraud prevention agencies from which we obtain information about you, please write to our Data Protection Manager at Motoring Assistance ltd 67-69 Water Lane, Wilmslow, SK9 5BQ

2.6. For marketing purposes

2.6.1. We would like to send you information about products and services of ours which may be of interest to you. If you have consented to receive marketing, you may opt-out at a later date.

You have a right to stop us from contacting you for marketing purposes.

3. Protecting Information

We have strict security measures to protect Personal Data.

3.1. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

3.2. We reveal only a few digits of your credit card number when confirming an order.

3.3. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information.

3.4. It is important for you to protect against unauthorised access to your password and to your computer. Never write your password down or disclose it to anyone else. Motoring Assistance Limited cannot be held liable for any situations that arise due to unauthorised access which is beyond our control. Be sure to sign off when you finish using a shared computer.

4. Internet

4.1. Please remember that communications over the internet, such as emails and webmails (messages sent through a website), are not secure unless they have been encrypted. Your communications may go through a number of countries before they are delivered - this is the nature of the internet. We cannot accept responsibility for any unauthorised access or loss of Personal Data that is beyond our control.

5. Cookies

When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your computer. These are called 'cookies'.

These cookies cannot be used to identify you personally and are used to improve services for you, for example through:

- Letting you navigate between pages efficiently

- Enabling a service to recognise your computer so you don't have to give the same information during one task

- Recognising that you have already given a username and password so you don't need to enter it for every web page requested

- Measuring how many people are using services, so they can be made easier to use and that there is enough capacity to ensure they are fast

See allaboutcookies.org or www.youronlinechoices.eu to learn more about cookies.

Visit www.google.co.uk/goodtoknow/data-on-the-web/cookies for a video about cookies.

Users typically have the opportunity to set their browser to accept all or some cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these options, of course, means that personalised services cannot be provided and the user may not be able to take full advantage of all of a website's features. Refer to your browser's Help section for specific guidance on how it allows you to manage cookies and how you may delete cookies you wish to remove from your computer.

Multiple cookies may be found in a single file depending on which browser you use.

The cookies used on this website have been categorised based on the categories found in the ICC UK Cookie guide, as follows:

Category 1: strictly necessary cookies

These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.

By using this website, you agree that we can place these types of cookies on your device. If you have any queries about these, or would like more information, please contact our Data Protection Manager at Motoring Assistance ltd, 67-69 Water Lane, Wilmslow, SK9 5BQ

For more information on cookies (including how to switch them off) please visit www.allaboutcookies.org.

 

6. Links

6.1. The Website may include third-party advertising and links to other websites. We do not provide any personally identifiable customer Personal Data to these advertisers or third-party websites.

6.2. These third-party websites and advertisers, or internet advertising companies working on their behalf, sometimes use technology to send (or 'serve') the advertisements that appear on the Website directly to your browser. They automatically receive your IP address when this happens. They may also use cookies, JavaScript, web beacons (also known as action tags or single-pixel gifs), and other technologies to measure the effectiveness of their ads and to personalise advertising content. We do not have access to or control over cookies or other features that they may use, and the information practices of these advertisers and third-party websites are not covered by this Privacy Policy. Please contact them directly for more information about their privacy practices. In addition, the the Your Online Choices scheme offers useful information about internet advertising companies (also called 'ad networks' or 'network advertisers'), including information about how to opt-out of their information collection.

6.3. We exclude all liability for loss that you may incur when using these third party websites.

7. Safe Harbor Privacy.

The European Parliament and Council of the European Union adopted Directive 95/46/EC on Data Protection to set standards for the security and transfer of personal data. The Data Directive limits the transfer of personal data to countries outside of the EU and the European Economic Area (EEA) for processing to only those countries that can ensure an adequate level of protection for an individuals personal data. The United States Department of Commerce and the EU developed a set of Safe Harbor Principles regarding personal data privacy and security that, when followed, permit and organization to certify that it provides adequate protection for the transfer of EU personal data to the US for processing. E-Credit Plus Limited fully commits to follow the Safe Harbor Principles with respect to all personal data received from any individual or entity in the EU or the EEA.

8. Further information.

8.1. If you would like any more information or you have any comments about our Privacy Policy, please either write to us at Data Protection Manager, Motoring Assistance ltd 67-69 Water Lane, Wilmslow, SK9 5BQ, or email us at [email protected]

8.2. We may amend this Privacy Policy from time to time without notice to you, in which case, we will publish the amended version on the Website. You confirm that we shall not be liable to you or any third party for any change to this Privacy Policy from time to time. It is your responsibility to check regularly to determine whether this Privacy Policy has changed.

8.3. You can ask us for a copy of this Privacy Policy and of any amended Privacy Policy by writing to the above address or by emailing us at [email protected] This Privacy Policy applies to Personal Data we hold about individuals. It does not apply to information we hold about companies and other organisations

8.4. If you would like access to the Personal Data that we hold about you, you can do this by emailing us at [email protected] or writing to us at the address noted above. There may be a nominal charge of £5 to cover administrative costs. We may contact you to verify that you have actually made the request personally.

8.5. We aim to keep the Personal Data we hold about you accurate and up to date. If you tell us that we are holding any inaccurate Personal Data about you, we will delete it or correct it promptly. Please email us at [email protected] or write to us at the address above to update your Personal Data.

9. Our contact information.

If you have any questions about this privacy statement, the practices of this site, or your dealings with our website, you can contact us via email sent to: [email protected], via mail to Opt-Out, Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ.

COMPLAINTS

We are committed to providing an exceptional level of customer service and care and do everything we can to make sure we meet our own high standards. However, we realise that sometimes things go wrong and there may be occasions when you feel you have cause for complaint. When this happens, we want to hear about it do that we can try to put the matter right. If you wish to register a complaint, please contact us:

Telephone: 0330 113 2431

Email: [email protected]

In Writing: Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

To enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, a summary of which is outlined below.

  • Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.

  • After having considered the issue, we will advise what action we intend to take and the expected timescales for this.

  • In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.

  • We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.

  • By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, we will treat the complaint as closed.

Your statutory rights are not affected if you choose to follow the complaints procedure above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

CANCELATION

You have the right to cancel this cover within 14 days of the start date of the cover without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the cover at our discretion.

We reserve the right to withdraw and cancel your membership if you fail to pay premiums or instalments of premiums on demand, or fail within seven days of a written request from us, to provide any documentation of information required by us. In the event of us cancelling a cover after its beginning or its renewal our fees or commission will not be returnable.

Motoring Assistance shall not be bound to accept renewal of any membership and may at any time cancel any membership document by giving 14-day notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  • Fraud
  • Non-payment of premium
  • Threatening and abusive behaviour
  • No-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim.

HOW TO CONTACT US

Broken down in the UK? Call us on: 0330 113 2433 (Option 1)

Had an accident? Call us on: 0330 113 2433 (Option 2)

For changes to your policy and all other queries, call us on: 0330 113 2433 (Option 3)

If you are hard of hearing, you can email us on: [email protected]

You can write to us at: Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

PREMIUM PLUS MEMBERSHIP

TERMS AND CONDITIONS

YOU THE CUSTOMER & US

YOU — means the customer, this will depend on the cover you have selected and be subject to the terms and conditions and exclusions applied to each membership.

US — means Motoring Assistance Limited (Company Number 10467192) trading as: "Motoring Assistance and/or www.motoringassistance.com", Write to us at: XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ or email us at: [email protected]

IN THE EVENT OF A BREAKDOWN

Broken down in the UK? Call us on 0330 113 2433 (Option 1) — Lines open 24/7

Had an accident? Call us on 0330 113 2433 (Option 2) — Lines open 24/7

Need a quote? Call us on 0330 113 2433 (Option 3) — Lines open Monday to Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

For changes to your policy and all other queries email us at: [email protected] or call us on 0330 113 2433 (Option 4) — Lines open Monday to Thursday 09:00 to 17:00 & Friday 09:00 to 15:00

Our operators will ask you for the following information:

  • Your full name, date of birth and membership number
  • Your vehicle's make, model and registration number
  • The exact location of your vehicle (for example, the name of the road you are on, postcode, nearest junction or any other identifiable landmarks)
  • Any information you have on the fault
  • The best telephone number to contact you back on

Once the arrangements have been made with a recovery operator, we will contact you with the updated information, including the estimated time of arrival. Therefore, please keep your mobile phone switched on and available to take calls at any time. Please avoid using you phone for unnecessary calls etc, which may make it difficult for Us to get through.

You will be asked to remain with or nearby your vehicle until the recovery operator arrives. Once the recovery operator arrives at the scene please be guided by their safety advice. If you have broken down on a motorway and have no means of contacting us, or are unaware of your location, please use the nearest SOS box and advise the emergency services of our telephone number. Each 100m marker has the direction of the nearest telephone.  

If your breakdown is as result of a flat, punctured or blown tyre we will require you to have a locking wheel nut key and a fully serviceable spare, or space saving, wheel (where applicable).

DEFINITIONS

Our Membership contains specific wording with definitions which we have set out to ensure these are clear and which form part of contract between you and us.

Accident

Means either your Vehicle or the vehicle you were driving was in a collision and subject to an unexpected incident.

Breakdown / Broken Down

Means either your Vehicle or the vehicle you were driving has experienced a none pre-existing mechanical fault which may include loss of power from the battery which is preventing the vehicle from being driven safely on the public Highway. For the purpose of this definition we include damage or faults with tyres save for any deliberate damage or interference including:  Flood, Fire, Theft, Deliberate Damage or Vandalism. Putting the wrong fuel in the Vehicle or mis-fuelling is not included in this cover.

Any mechanism which cools the vehicle or controls the temperature is not therefore considered a breakdown under our terms and conditions except in the circumstance the mechanism prevents the vehicle from being driven safely. You may be required to make subsequent arrangements for the repair or recovery in this scenario.

Caravan / Trailer

Means either your Vehicle or the vehicle you were driving was towing any caravan or trailer that adheres to the

following specifications: Max Weight (gross): 3 tonnes, Max Length: 7.0 metres (23 feet) including draw bar and coupling and Max Width: 2.44 metres (8 feet)

Excess / Cover Uplift

Means a payment which you may be required to pay under the contract and in addition to your monthly or annual payments.

Home

Means the home address registered with us when setting up the cover. Any changes to your address must be made in writing to us at least 72 hours before requesting any assistance or recovery under this contract.

Start Date

This is the date at 12:00am on which the cover starts from, agreed by Us, and will be after the 72 hour inception period.

Start of Membership

Your contract with us will not commence until 72 hours after your first payment. This may prevent you from accessing services from us until 72 hours has passed.

Vehicle Value

Means the reasonable cost determined by us to replace the vehicle taking in considering the make, model, age and condition of the vehicle from databases and information obtained from the motor industry or insurance businesses.

Membership

Means the membership contracted for between You and Us specifically, a vehicle or the vehicle you are driving.

You

Means the individual(s) named and identified on the Membership Details.

Membership Information

Means the contract or electronic documentation with information about You or the individual named in it for the purpose of the membership and forms part of the terms under the terms and conditions.

Membership Details

Means the terms and conditions set out within the document.

Misfuelling

Means the Vehicle or Vehicle you are driving which has been re-fuelled with the wrong fuel for that make, model or engine of that vehicle.

Personal Use

Means the Vehicle is not used for delivery, transportation service or service involving carriage of goods or being used for public or private hire on the public highway in association with a business or for commercial gain.

Recovery Operator

Means any individual or company appointed or instructed by Us to provide any assistance or recovery for You on behalf of us.

Roadworthy Condition

Means that the Vehicle is fully insured, has a road fund license, holds a current MOT certificate and has been properly maintained and serviced in line with the manufacturer's guidelines. There also must be no known faults with the Vehicle.

Assistance Request

Means any request for assistance, service or a benefit under any section of this Membership.

Temporary Repair

Means any repair work that is untaken by any of our Recovery Operators.

Term

Means the duration of this Membership commencing from the Inception Date as stipulated on Your Membership details.

Territorial Limits

Means England, Scotland, Wales, Northern Ireland and the Isle of Man.

Vehicle

Means any car, motorcycle or moped which complies with the following specifications and is used for Personal

Use only. Max Weight (gross): 3 tonne, Max Length: 5.5 metres (18 feet) and Max Width: 2.3 metres (7.5 feet).

GENERAL CONDITIONS AND EXCLUSIONS OF MEMBERSHIP

  • Labour charges in excess of one hour of the recovery operator arriving at the scene of the breakdown.

  • The cost of any replacement parts, fuel, lubricants or sundries required to repair your vehicle.

  • Any breakdown from a fault where we have previously attended for that fault, or a related fault in our opinion, or as a result of a temporary repair affected by us, or insistence by us that garage attention and subsequent repairs have not been sought. This does not apply in the event of a secondary breakdown during the same journey as long as the intended destination was a garage or other place of repair and no other.

  • Any claim for broken glass or mirrors

  • Any claim resulting from the vehicle's lights, radio or any chargers being left on unintentionally, or otherwise, by anyone.

  • Any claim as a result of running out of fuel.

  • Any claim where the vehicle is immersed in mud, snow, sand or water. This also extends to any breakdown as a result of contact with the above.

  • Any claim as a result of keys becoming locked in the vehicle, keys being damaged in any way, lost or issue with key fobs or immobiliser keys.

  • Any breakdown as a result of a slipped chain on a motorcycle, moped, scooter or other chain driven vehicle.

  • Assistance of any vehicle which is already at a garage or other place of repair.

  • Recovery of your vehicle to more than one destination including a second recovery or attendance by a recovery operator as the original destination was not able to accept your vehicle for any reason.

  • Recovery of any vehicle which is already at a garage, other place of repair or home address.

  • Where we can evidence that this cover is being used by the cover owner or any other driver of the vehicle to avoid the cost of repairing or recovering the vehicle or where a known fault existed with the vehicle prior to the inception date.

  • Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle's removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by you.

  • Any caravan or trailer is not covered in the event of a breakdown. Only in the event your vehicle suffers a breakdown and requires recovery will your caravan or trailer be recovered.

  • If you purchase any of our products that advertise an excess and include it in your membership document then any assistance request is subject to this excess payment. The excess amount must be paid in full before any assistance is provided by us.

  • Recovery of the vehicle to a different place of repair if they are unable to carry out a repair for any reason.

  • Any breakdown as a result accident.

  • The costs of food, drink and telephone calls for you and any passengers.

  • All horseboxes and vehicles carrying or towing a trailer carrying any livestock.

  • Any vehicle which is not taxed, does not hold a current MOT or is uninsured.

  • All motorhomes.

  • The cost of any specialist recovery required or any other costs associated with your vehicle being inaccessible or off the road.

  • Any vehicle or trailer that is not in a roadworthy condition.

  • Any liability for financial loss to you.

  • All vehicles over 20 years old.

YOUR MEMBERSHIP

If Your Vehicle suffers a breakdown and You require assistance within the United Kingdom we will;

  • Attend the location the vehicle and where possible carry out a Temporary Repair, and/or, recover your Vehicle to a suitable place of repair, your home address or journey destination within the territorial limits of this membership, whichever is closest to the breakdown location. The place of repair must be chosen by You however we may assist with providing potential places.

Please note: In the event that assistance is required because the vehicle has a flat, blown or punctured tyre the following will apply:

  • You must have an accessible and serviceable spare, or space saver wheel, along with any relevant locking wheel nut for the recovery operator to replace the wheel.

  • If the relevant locking nut, serviceable spare or space saver wheel is available then we will source a mobile tyre fitter or recovery operator to change the wheel. Please note the cost of any parts or tyre(s) required to be covered by yourself.

  • Where the relevant locking nut, serviceable spare, space saver wheel or mobile tyre fitter is not available, we will instruct a recovery operator to recover your vehicle to a place of repair, however it must be within the territorial limits of this membership. This is where Our assistance will end.

If we are unable to carry out a Temporary Repair to your vehicle and You require recovery any caravan or trailer being towed will not be covered and there will be an additional cost for recovery. All faults with any caravan or trailer are not covered under the membership.

Recovery for the driver and four additional passengers is covered under this membership.

GDPR

Effective date: 1st March 2019

Motoring Assistance Limited believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with www.motoringassistance.com terms.

When we first obtain Personal Data from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information by email or text from us about other services or products (as applicable) from us. You can normally do this by ticking specific boxes on an application form or contract. You may change your mind at any time by emailing us at the address below.

[email protected]

Some of the Personal Data we hold about you may be 'sensitive personal data' within the meaning of the Data Protection Act 1998, for example, information about your name and email.

Data Controller

Any information that you provide on this website is controlled by Motoring Assistance Limited, which is registered as a data controller with Information Commissioners Office in England under notification number: ZA462447. If you have any queries about the information, we hold about you, please contact us at [email protected] or write to us at Motoring Assistance Limited, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ.

Contents of the Notice:

1. Collecting information.

We may collect Personal Data about you from a number of sources, including the following:

1.1 From you when you agree to take a service or product from us, in which case this may include your contact details, date of birth, and your bank details.

1.2 From you when you contact us with an enquiry or in response to a communication from us, in which case, this may tell us something about how you use our services.

1.3 From documents that are available to the public, such as the electoral register.

2. Using your personal information.

2.1. Personal Data about our customers is an important part of our business and we shall only use your Personal Data for the following purposes and shall not keep such Personal Data longer than is necessary to fulfil these purposes:

2.1.1. To help us to identify you when you contact us.

2.1.2. To help us to identify accounts, services and/or products which you could have from us via selected partners from time to time. We may do this by automatic means using a scoring system, which uses the Personal Data you have provided and/or any information we hold about you and Personal Data from third party agencies (including credit reference agencies).

2.1.3. To help us to administer and to contact you about improved administration of any accounts, services and products we have provided before, do provide now or will or may provide in the future

2.1.4. To allow us to carry out marketing analysis and customer profiling (including with transactional information), conduct research, including creating statistical and testing information.

2.1.5. To help to prevent and detect fraud or loss.

2.1.6. To allow us to contact you in any way (including mail, telephone, visit, text or multimedia messages) about products and services offered by us via selected partners unless you have previously asked us not to do so.

2.1.7. We may monitor and record communications with you for quality assurance and compliance.

2.2. We will not disclose your Personal Data to any third party except in accordance with this Privacy Policy.

2.3. We may allow other people and organisations to use Personal Data we hold about you in the following circumstances:

2.3.1. If we, or substantially all of our assets, are acquired or are in the process of being acquired by a third party, in which case Personal Data held by us, about our customers, will be one of the transferred assets.

2.3.2. If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings.

2.3.3. We employ companies and individuals to perform functions on our behalf and we may disclose your Personal Data to these parties for the purposes set out in clause 2.1 or, for example, for fulfilling orders, delivering packages, sending postal mail and email, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links), processing credit and debit card payments and providing customer service. Those parties are bound by strict contractual provisions with us and only have access to Personal Data needed to perform their functions, and may not use it for other purposes. Further, they must process the Personal Data in accordance with this Privacy Policy and as permitted by the Data Protection Act 1998. From time to time, these other people and organisations to whom we may pass your Personal Data may be outside the European Economic Area, which comprises the 27 member states of the European plus Iceland, Lichtenstein and Norway. We will take all steps reasonably necessary to ensure that your Personal Data is treated securely and in accordance with this Privacy Policy and the Data Protection Act 1998.

2.4. Where you give us Personal Data on behalf of someone else, you confirm that you have provided them with the information set out in this Privacy Policy and that they have not objected to such use of their Personal Data.

2.5. In connection with any transaction which we enter into with you:

2.5.1. We may carry out fraud prevention checks with one or more licensed fraud prevention agencies. We and they may keep a record of the search.

2.5.2. If you provide false or inaccurate information to us and we suspect fraud, we will record this and may share it with relevant authorities if required to do so by law.

2.5.3. If you need details of the fraud prevention agencies from which we obtain information about you, please write to our Data Protection Manager at Motoring Assistance ltd 67-69 Water Lane, Wilmslow, SK9 5BQ

2.6. For marketing purposes

2.6.1. We would like to send you information about products and services of ours which may be of interest to you. If you have consented to receive marketing, you may opt-out at a later date.

You have a right to stop us from contacting you for marketing purposes.

3. Protecting Information

We have strict security measures to protect Personal Data.

3.1. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

3.2. We reveal only a few digits of your credit card number when confirming an order.

3.3. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information.

3.4. It is important for you to protect against unauthorised access to your password and to your computer. Never write your password down or disclose it to anyone else. Motoring Assistance Limited cannot be held liable for any situations that arise due to unauthorised access which is beyond our control. Be sure to sign off when you finish using a shared computer.

4. Internet

4.1. Please remember that communications over the internet, such as emails and webmails (messages sent through a website), are not secure unless they have been encrypted. Your communications may go through a number of countries before they are delivered - this is the nature of the internet. We cannot accept responsibility for any unauthorised access or loss of Personal Data that is beyond our control.

5. Cookies

When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your computer. These are called 'cookies'.

These cookies cannot be used to identify you personally and are used to improve services for you, for example through:

- Letting you navigate between pages efficiently

- Enabling a service to recognise your computer so you don't have to give the same information during one task

- Recognising that you have already given a username and password so you don't need to enter it for every web page requested

- Measuring how many people are using services, so they can be made easier to use and that there is enough capacity to ensure they are fast

See allaboutcookies.org or www.youronlinechoices.eu to learn more about cookies.

Visit www.google.co.uk/goodtoknow/data-on-the-web/cookies for a video about cookies.

Users typically have the opportunity to set their browser to accept all or some cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these options, of course, means that personalised services cannot be provided and the user may not be able to take full advantage of all of a website's features. Refer to your browser's Help section for specific guidance on how it allows you to manage cookies and how you may delete cookies you wish to remove from your computer.

Multiple cookies may be found in a single file depending on which browser you use.

The cookies used on this website have been categorised based on the categories found in the ICC UK Cookie guide, as follows:

Category 1: strictly necessary cookies

These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided.

By using this website, you agree that we can place these types of cookies on your device. If you have any queries about these, or would like more information, please contact our Data Protection Manager at Motoring Assistance ltd, 67-69 Water Lane, Wilmslow, SK9 5BQ

For more information on cookies (including how to switch them off) please visit www.allaboutcookies.org.

 

6. Links

6.1. The Website may include third-party advertising and links to other websites. We do not provide any personally identifiable customer Personal Data to these advertisers or third-party websites.

6.2. These third-party websites and advertisers, or internet advertising companies working on their behalf, sometimes use technology to send (or 'serve') the advertisements that appear on the Website directly to your browser. They automatically receive your IP address when this happens. They may also use cookies, JavaScript, web beacons (also known as action tags or single-pixel gifs), and other technologies to measure the effectiveness of their ads and to personalise advertising content. We do not have access to or control over cookies or other features that they may use, and the information practices of these advertisers and third-party websites are not covered by this Privacy Policy. Please contact them directly for more information about their privacy practices. In addition, the the Your Online Choices scheme offers useful information about internet advertising companies (also called 'ad networks' or 'network advertisers'), including information about how to opt-out of their information collection.

6.3. We exclude all liability for loss that you may incur when using these third party websites.

7. Safe Harbor Privacy.

The European Parliament and Council of the European Union adopted Directive 95/46/EC on Data Protection to set standards for the security and transfer of personal data. The Data Directive limits the transfer of personal data to countries outside of the EU and the European Economic Area (EEA) for processing to only those countries that can ensure an adequate level of protection for an individuals personal data. The United States Department of Commerce and the EU developed a set of Safe Harbor Principles regarding personal data privacy and security that, when followed, permit and organization to certify that it provides adequate protection for the transfer of EU personal data to the US for processing. E-Credit Plus Limited fully commits to follow the Safe Harbor Principles with respect to all personal data received from any individual or entity in the EU or the EEA.

8. Further information.

8.1. If you would like any more information or you have any comments about our Privacy Policy, please either write to us at Data Protection Manager, Motoring Assistance ltd 67-69 Water Lane, Wilmslow, SK9 5BQ, or email us at [email protected]

8.2. We may amend this Privacy Policy from time to time without notice to you, in which case, we will publish the amended version on the Website. You confirm that we shall not be liable to you or any third party for any change to this Privacy Policy from time to time. It is your responsibility to check regularly to determine whether this Privacy Policy has changed.

8.3. You can ask us for a copy of this Privacy Policy and of any amended Privacy Policy by writing to the above address or by emailing us at [email protected] This Privacy Policy applies to Personal Data we hold about individuals. It does not apply to information we hold about companies and other organisations

8.4. If you would like access to the Personal Data that we hold about you, you can do this by emailing us at [email protected] or writing to us at the address noted above. There may be a nominal charge of £5 to cover administrative costs. We may contact you to verify that you have actually made the request personally.

8.5. We aim to keep the Personal Data we hold about you accurate and up to date. If you tell us that we are holding any inaccurate Personal Data about you, we will delete it or correct it promptly. Please email us at [email protected] or write to us at the address above to update your Personal Data.

9. Our contact information.

If you have any questions about this privacy statement, the practices of this site, or your dealings with our website, you can contact us via email sent to: [email protected], via mail to Opt-Out, Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ.

COMPLAINTS

We are committed to providing an exceptional level of customer service and care and do everything we can to make sure we meet our own high standards. However, we realise that sometimes things go wrong and there may be occasions when you feel you have cause for complaint. When this happens, we want to hear about it do that we can try to put the matter right. If you wish to register a complaint, please contact us:

Telephone: 0330 113 2431

Email: [email protected]

In Writing: Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ

To enable us to remedy the situation in a speedy and efficient manner, we have a documented, formal complaints procedure, a summary of which is outlined below.

  • Upon receipt of your complaint, we will acknowledge your complaint promptly to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office.

  • After having considered the issue, we will advise what action we intend to take and the expected timescales for this.

  • In the event that your complaint relates to activities or services provided by a third party, we will advise you of this in writing giving their contact details and the reasons for our decision whilst also ensuring that your complaint is promptly forwarded to the appropriate in writing.

  • We will aim to make a final response to you as soon as possible and keep you reasonably informed of our progress. We anticipate that we will be able to provide a substantive response to most complaints within eight weeks.

  • By the end of eight weeks from the receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. If you are dissatisfied with our response or the delay at this time, you will have a period of six months in which you can refer the matter to Trading Standards. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconveniences you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within eight weeks, we will treat the complaint as closed.

Your statutory rights are not affected if you choose to follow the complaints procedure above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

CANCELATION

You have the right to cancel this cover within 14 days of the start date of the cover without giving any reasons and you will receive a full refund unless a claim has been made. We may keep an amount that reflects the administrative costs of arranging and cancelling the cover at our discretion.

We reserve the right to withdraw and cancel your membership if you fail to pay premiums or instalments of premiums on demand, or fail within seven days of a written request from us, to provide any documentation of information required by us. In the event of us cancelling a cover after its beginning or its renewal our fees or commission will not be returnable.

Motoring Assistance shall not be bound to accept renewal of any membership and may at any time cancel any membership document by giving 14-day notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  • Fraud
  • Non-payment of premium
  • Threatening and abusive behaviour
  • No-compliance with cover terms and conditions

Provided the premium has been paid in full you will be entitled to a proportionate rebate of premium in respect of the unexpired period of the membership provided there has been no claim.

HOW TO CONTACT US

Broken down in the UK? Call us on: 0330 113 2433 (Option 1)

Had an accident? Call us on: 0330 113 2433 (Option 2)

For changes to your policy and all other queries, call us on: 0330 113 2433 (Option 3)

If you are hard of hearing, you can email us on: [email protected]

You can write to us at: Motoring Assistance, XYZ Building, 2 Hardman Blvd, Manchester M3 3AQ