Terms & Conditions

1. General

1.1 These Terms and Conditions ("Agreement") set out the rules for using vehicle recovery, mobile tyre replacement, and roadside assistance services arranged through our platform and delivered by independent service providers.

1.2 By booking or using any of these services, you confirm that you have read, understood, and agreed to this Agreement. If you do not agree, you must not continue with the booking.

2. How the Service Works

2.1 The platform operates solely as an intermediary, matching customers with approved third-party recovery and mobile tyre specialists.

2.2 Service requests may be submitted online or by telephone. Once a booking is confirmed, a suitable service provider will be assigned based on availability, location, and the nature of the request.

2.3 Deposit Requirement: A deposit is required to reserve a service provider. This deposit is non-refundable once paid.

3. Deposits and Refund Policy

3.1 A deposit must be paid in advance before a service provider is allocated.

3.2 Non-Refundable Deposits: Deposits are non-refundable in all circumstances, including cancellations, delays, incorrect vehicle details, or changes in customer requirements.

3.3 Service Provider Non-Completion: If the assigned provider cannot complete the job, management may consider issuing a partial refund. Any such refund is discretionary, assessed individually, and not guaranteed.

4. Role of the Service Provider

4.1 After payment of the deposit, the customer will receive the assigned driver’s contact information.

4.2 Once a driver is allocated, all service-related communication and instructions must be handled directly between the customer and the provider.

4.3 All drivers operate as independent contractors. They are fully responsible for how services are carried out, including compliance, safety, and any liabilities arising from their work. The platform does not control their operations.

5. Customer Obligations

5.1 Accurate Information: Customers must supply complete and correct details about the vehicle, its condition, and location. Failure to do so may result in additional charges or service refusal without refund.

5.2 Communication: Customers are responsible for staying in contact with the assigned driver and following any reasonable instructions provided.

5.3 Vehicle Responsibility: The customer remains responsible for the condition of the vehicle, including any existing damage or mechanical issues.

6. Damage, Claims, and Liability

6.1 Third-Party Accountability: All services are delivered by independent providers. Any claims for damage, delays, or disputes must be pursued directly with the assigned driver.

6.2 Vehicle Inspection: Customers must check their vehicle before and after the service. Any damage concerns must be raised with the driver immediately.

6.3 Limitation of Liability: The platform accepts no responsibility for loss, damage, delays, or inconvenience caused by the service provider’s actions or omissions.

7. Payments and Charges

7.1 Accepted Payment Methods: Payments may be made using approved methods such as bank transfer or credit/debit card.

7.2 Chargebacks: Fraudulent or unjustified chargebacks will be disputed, and supporting evidence will be submitted to payment processors.

7.3 Larger Deposits: For deposits exceeding £150, bank transfer is strongly recommended.

7.4 Third-Party Payments: In some cases, Big Ray Car Recovery acts as an agent and may pass part or all of your payment directly to third-party providers. These payments are made without markup and will be clearly itemised. By booking, you agree to these disbursements as part of the service.

8. Dispute Handling

8.1 Initial Resolution: Any disputes must first be addressed directly with the service provider.

8.2 Arbitration: If a resolution cannot be reached, disputes will be resolved through arbitration in accordance with UK law, unless legal requirements dictate otherwise.

9. Updates to These Terms

9.1 Amendments: These Terms may be updated at any time. Continued use of the services following any changes constitutes acceptance of the revised Agreement.

10. Variable Pricing

10.1 Peak Pricing: Prices may increase during busy periods, including weekends, public holidays, or high-demand situations. Any adjusted pricing will be clearly communicated before booking confirmation.

11. Contact Details

For questions or concerns regarding these Terms, please contact:

Email: info@bigray-recovery.com
Website: bigray-recovery.com
Phone: +44 7487214535