Terms & Conditions

Section 01

Company Information

These Terms and Conditions govern the use of services provided by MJC Auto Recovery Ltd, a company registered in England and Wales.

Company number: 15926631

Section 02

Definitions

In these Terms and Conditions, the following definitions apply:

• "Company", "we", "us", "our", "MJC" means MJC Auto Recovery Ltd.
• "Customer", "you", "your" means the individual or organisation booking or receiving services from us.
• "Vehicle" means the motor vehicle, motorcycle, or other road vehicle in respect of which services are requested.
• "Services" means any vehicle recovery, breakdown assistance, or related services provided by us, as described in Section 3.
• "Booking" means the confirmed request for Services made by the Customer, whether by telephone, WhatsApp, online form, or other means.
• "Operator" means the trained recovery technician deployed by us to attend to your vehicle.

Section 03

Services Provided

MJC Auto Recovery Ltd is an operational vehicle recovery company. We are not a broker, aggregator, or intermediary. Every job booked with MJC is attended by one of our own directly employed operators, using our own equipment, dispatched from one of our four depots across the capital and surrounding regions. The person who arrives at your vehicle works for MJC Auto Recovery Ltd. We provide the following services:

• Car recovery and roadside breakdown assistance
• Electric vehicle (EV) recovery and specialist EV breakdown assistance
• Prestige and exotic car recovery and transport
• Classic car recovery and transport
• Van recovery (including light commercial vehicles)
• Motorcycle recovery
• Motorway recovery and live carriageway extraction
• Wrong fuel recovery (misfuelling assistance)
• Battery jump start
• Flatbed towing
• Home start
• Lockout assistance
• Tyre and wheel change
• Underground car park and low-clearance vehicle recovery
• Long distance recovery (national and international routes)
• Auction vehicle transport (to and from UK auction sites including BCA, Manheim, Copart, SYNETIQ, John Pye, Anglia, and others)

Our Operators are trained professionals and their judgement regarding the safest and most appropriate method of recovery or assistance for any given vehicle and situation shall be final. We reserve the right to determine the recovery method used, irrespective of any preference expressed by the Customer, where safety or operational necessity requires it.

We do not guarantee availability of every service type at all times. Where a specific method or asset is unavailable, we will inform you before dispatch and, where possible, offer a suitable alternative.

MJC Auto Recovery Ltd is London and Home Counties-based. Whilst our primary operational focus covers London, the M25 corridor, and the surrounding Home Counties, we regularly undertake recoveries nationwide across the United Kingdom and international transport assignments across Europe.

Subcontracting — Exceptional Circumstances Only: MJC Auto Recovery Ltd operates its own fleet and employed workforce. We do not routinely subcontract jobs to third parties. In rare circumstances where we are operating at full capacity and a Customer requires urgent attendance that cannot wait for an MJC Operator to become available, we may, with the Customer's explicit prior consent, engage a vetted third-party recovery operator to attend in our place. This will always be disclosed to the Customer before dispatch. Where a third-party operator attends with the Customer's consent, MJC's liability terms as set out in these Conditions remain in force and the third party operates under our instruction. We will never dispatch an unknown or unvetted third party without the Customer's knowledge.

Section 04

Booking and Confirmation

A Booking constitutes a request for Services and is subject to availability. Bookings may be made by telephone, WhatsApp, online enquiry form, or other means made available on our website.

A Booking is confirmed when we provide you with written or verbal confirmation of the job reference, estimated arrival time, and agreed pricing. Until such confirmation is given, no contractual obligation exists on either party.

You are responsible for providing accurate information at the point of Booking, including your location, vehicle registration, vehicle type, and the nature of the problem or service required. Inaccurate information may affect our ability to attend and may result in additional charges or cancellation of the Booking.

Estimated arrival times are provided in good faith but are subject to traffic conditions, weather, and operational factors beyond our control. We shall not be liable for delays caused by such circumstances.

Section 05

Pricing and Payment

Our pricing is fixed-rate, pay-as-you-go. We do not operate subscriptions, memberships, or call-out contracts. There are no hidden fees.

The price for your job will be confirmed at the point of Booking. Quoted prices are inclusive of VAT at the prevailing rate unless otherwise stated. Any changes to the scope of work agreed at Booking may result in a revised price, which will be communicated to you before work proceeds.

The following may attract additional charges beyond your initial quotation:

• Extended Waiting Time: A complimentary 15-minute waiting window is provided from the moment our Operator arrives at the location. If loading, vehicle access, or clearance is delayed beyond 15 minutes due to any factor within the Customer's control (including but not limited to missing keys, uncooperative site marshals, or site restrictions), waiting time will be billed automatically at a rate of £1.50 per minute (or £90.00 per hour pro-rata).
• Additional Distance: Where the drop-off destination changes after a Booking is confirmed, the final invoice will be adjusted based on our standard per-mile transit rate from the point of diversion.
• Specialist Urban Extraction: If the Vehicle is located inside a restricted-height environment (underground or multi-storey car park with clearance below 2.0m), or requires specialist auxiliary equipment (skates, dollies, or complex winching manoeuvres due to locked brakes, missing wheels, or steering failure) that was not explicitly detailed by the Customer during booking, a flat specialist extraction surcharge will apply.
• Tolls, Congestion, and Clean Air Zones: All quotes exclude statutory road tolls (e.g., Dartford Crossing) and regional emissions charges (e.g., London ULEZ) unless specifically detailed in the written quote. These costs will be added to the final invoice where incurred during transport.

Payment is due upon completion of the service unless otherwise agreed in writing. We accept payment by bank transfer, debit card, credit card, and cash. For auction transport and commercial jobs, payment terms may be agreed separately in writing.

Where payment is not received upon completion, we reserve the right to retain the vehicle until payment is made in full. Unpaid invoices may be referred to a debt recovery agency and any associated costs will be added to the outstanding balance.

Section 06

Cancellation Policy

We operate a live, high-frequency deployment network. By confirming a Booking, you authorise us to immediately allocate and dispatch an operational unit to your location. Cancellation parameters are enforced as follows:

• Prior to Dispatch: You may cancel a Booking at no charge provided our Operator has not yet departed from their designated depot location.
• Post-Dispatch (En Route): Where a cancellation is requested after our Operator has departed the depot and is en route to your location, a fixed En-Route Cancellation Fee of £60.00 (plus VAT where applicable) will be charged to cover resource allocation and fuel.
• On-Site Cancellation / No-Show: Where a cancellation occurs on our Operator's arrival at the scene, or if the Customer fails to attend the Vehicle within 15 minutes of our arrival, the Full Quoted Job Price remains fully payable. No refunds or reductions will be issued.

We reserve the right to cancel or abort a service immediately, without penalty, if our Operators encounter unsafe roadside conditions, abusive behaviour, or if the Vehicle state differs materially from the description provided at Booking, rendering safe extraction impossible with the dispatched asset.

Section 07

Customer Responsibilities

As a Customer, you agree to the following responsibilities:

• Accurate location: You must provide an accurate location for your vehicle. Where possible, use a road name, postcode, landmark, or what3words address. Inaccurate location information may delay attendance and could result in additional charges.
• Vehicle access: You must ensure that your vehicle is accessible to our Operator and their recovery vehicle. This includes ensuring that the vehicle is not obstructed by other vehicles, barriers, or site restrictions that would prevent safe loading or towing.
• Safe environment: You must take reasonable steps to ensure a safe working environment for our Operators at the scene. This includes switching on hazard lights, placing warning triangles where appropriate, and keeping bystanders at a safe distance.
• Presence or authority: You, or an authorised representative with authority to consent to the recovery, must be present at the scene unless otherwise agreed with us at the time of Booking.
• Vehicle condition: You must disclose any known issues with the vehicle that may affect the safety or method of recovery, including damage, fluid leaks, fire risk, or structural compromise.
• Personal belongings: You are responsible for removing any personal belongings of value from the vehicle prior to recovery. We do not accept liability for personal items left in or on the vehicle.
• Destination access: You must ensure that the destination address is accessible to our recovery vehicle. Any restrictions such as height barriers, weight limits, or access codes must be communicated at the point of Booking.

Section 08

Liability and Limitations

We take all reasonable care in the provision of our Services. However, our liability is subject to the limitations set out in this section.

Pre-existing damage: We do not accept liability for damage to a vehicle that existed prior to our attendance. Our Operators will conduct a visual inspection of the vehicle before recovery commences and may photograph the vehicle to record its condition. You are encouraged to be present during this inspection. Any pre-existing damage noted by our Operator will be recorded on the job sheet.

Damage during recovery: We shall take all reasonable precautions to prevent damage to your vehicle during recovery or transport. Where damage occurs as a direct result of our negligence, we will accept liability up to the market value of the vehicle at the time of the incident. We will not accept liability for damage resulting from:

• The inherent condition of the vehicle (including deterioration, corrosion, or prior structural weakness)
• Instructions given by you or your authorised representative that our Operator followed in good faith
• Circumstances beyond our reasonable control, including road or weather conditions
• Failure to disclose relevant information about the vehicle at the point of Booking

Wrong fuel recovery: Where we attend for wrong fuel recovery, our liability for engine or mechanical damage is limited to cases where such damage is directly caused by our intervention. We do not accept liability for damage resulting from the Customer having already attempted to start the vehicle after misfuelling, or for pre-existing mechanical issues unrelated to the fuel contamination.

Long distance and international recovery: For long distance or international recoveries, additional terms may apply and will be communicated at the point of Booking.

Consequential losses: We shall not be liable for any indirect or consequential losses arising from a delay in or failure to provide Services, including but not limited to loss of earnings, missed appointments, storage charges, or hire vehicle costs, except where such losses result from our proven negligence.

Our maximum liability: Subject to the provisions above, our total liability to you arising from or in connection with any single job shall not exceed the price paid by you for that job, unless otherwise required by law.

Nothing in these Terms and Conditions limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other matter that cannot lawfully be excluded or limited.

Section 09

Insurance

MJC Auto Recovery Ltd holds appropriate public liability and motor trade insurance for the provision of vehicle recovery and roadside assistance services. Details of our insurance are available upon request.

Your vehicle remains your responsibility throughout the recovery process. You should ensure that your own motor insurance policy provides cover for recovery and transport. We recommend that you check your policy before booking with us.

Where a claim is made against us in relation to vehicle damage, we may require you to provide evidence of your vehicle's value and condition prior to the incident. Failure to provide such evidence may affect the outcome of any claim.

Section 10

Third-Party and Auction Logistics Protocol

Where we undertake vehicle transport to or from commercial vehicle auction facilities (including but not limited to BCA, Copart, Manheim, IAA, John Pye, Anglia, and SYNETIQ), the following strict regulations apply:

• Documentation and Release: The Customer is solely responsible for ensuring all lot numbers, buyer IDs, gate release passes, and entry slot confirmations are entirely valid and cleared with the auction provider prior to our arrival.
• Auction Yard Waiting Times: Due to the rigid gate scheduling of UK auction houses, our fixed collection quote includes a maximum of 20 minutes on-site processing time. If our Operator is delayed within the auction facility due to missing keys, unlocatable lots, slow yard allocation, or forklift loading backlogs, the standard waiting fee of £1.50 per minute will apply from the 21st minute onwards, without exception.
• Condition Disclaimers: We act purely as a transit counterparty. We hold zero liability for mechanical faults, missing parts, structural integrity, or title discrepancies of salvage or clean-title vehicles purchased by the Customer from auction facilities.

Section 11

Privacy and Data

We collect and process personal data in connection with the provision of our Services in accordance with our Privacy Policy, which is available on our website. By making a Booking, you consent to us processing your personal data for the purpose of providing the Services and communicating with you about your Booking.

We will not share your personal data with third parties except where necessary to fulfil your Booking, or where required to do so by law.

We may retain records of your Booking, including vehicle details and job photographs, for a period of up to six years for insurance and legal purposes.

Section 12

Complaints

We are committed to providing a professional and reliable service. If you are unhappy with any aspect of the service you have received, please contact us as soon as possible.

Complaints should be submitted in writing to our registered office address or by email to the contact address on our website. Please include your booking reference, the date of the job, and a description of your concern.

We will acknowledge your complaint within three working days and aim to provide a full response within 14 working days. Where an investigation is required, we will keep you informed of progress.

Strict Claim Windows: To ensure operational integrity, any alleged claim regarding vehicle transit damage or component distress must be documented and submitted to our Operator at the exact moment of vehicle hand-over/off-loading. Any claims raised after our Operator has exited the drop-off location or beyond a strict 24-hour window from job completion will not be accepted, as we cannot verify intervening vehicle movement or third-party interference.

Section 13

Amendments to These Terms

We reserve the right to amend these Terms and Conditions at any time. The current version will always be published on our website at mjcautorecovery.co.uk. Amendments will not affect Bookings already confirmed prior to the date of amendment.

Your continued use of our Services following any amendment constitutes acceptance of the revised Terms and Conditions.

Section 14

Governing Law

These Terms and Conditions and any dispute or claim arising from or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

You and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or in connection with these Terms and Conditions.