Terms & Conditions

Rescue Grid Roadside & Recovery

Last Updated: 13 October 2026

1. Introduction

These Terms & Conditions govern the provision and arrangement of roadside assistance, vehicle recovery, towing, vehicle transport, mobile vehicle services and related assistance provided by Rescue Grid Roadside & Recovery ("Rescue Grid", "we", "us" or "our").

By confirming a booking, you enter into an agreement subject to these Terms & Conditions, the specific terms of your booking confirmation and your applicable statutory rights.

Customers are encouraged to read these terms before confirming a booking or making a payment.

Nothing in these Terms & Conditions excludes or restricts any rights or remedies that cannot lawfully be excluded or restricted.

2. About Rescue Grid Roadside & Recovery

Rescue Grid Roadside & Recovery provides and arranges roadside assistance, breakdown recovery, vehicle towing and transport, mobile battery services, mobile new tyre supply and fitting, and other vehicle assistance services across the United Kingdom, subject to availability.

Throughout these Terms & Conditions, references to "Rescue Grid", "we", "us" and "our" mean the business trading as Rescue Grid Roadside & Recovery.

Service availability, pricing and estimated arrival times are confirmed before booking.

Telephone: 07709 684946

WhatsApp: https://wa.me/447709684946

Rescue Grid arranges services through a network of independent roadside assistance and recovery operators. We do not necessarily own or directly operate the vehicles and equipment used to fulfil bookings.

3. Scope of Services

We may arrange the following services, subject to availability:

- Emergency roadside assistance.

- Vehicle jump starts and battery assistance.

- Mobile battery replacement, fitting and coding where available.

- Mobile tyre replacement and puncture assistance.

- Breakdown recovery and towing.

- Vehicle collection, delivery and transport.

- Motorcycle recovery and transport.

- Van and commercial vehicle recovery.

- Accident recovery and specialist recovery.

- Emergency fuel delivery.

- Wrong-fuel assistance.

- Vehicle lockout assistance.

- Mobile mechanical assistance where available.

- Other related roadside and recovery services.

The availability of individual services depends on location, vehicle requirements, operator availability, suitable equipment and safe working conditions.

Not every service is available in every location or at every time.

4. Independent Operators and Contractual Responsibility

Rescue Grid works with independent drivers, technicians, mechanics, recovery operators and other service providers.

We may arrange for an independent operator to perform a service on our behalf.

Unless a customer is clearly informed and agrees before booking that the contract for a particular service will be directly with an identified independent provider, Rescue Grid will be the contracting business responsible for the agreed service.

Where we are acting solely as an intermediary for a separate service provider, we will identify that provider and explain the contractual arrangements before the customer commits to the booking.

The use of independent operators does not remove any legal responsibilities that Rescue Grid owes to its customers.

We will take reasonable care when arranging operators and providing services.

5. Enquiries and Quotations

Customers should provide accurate and complete information when requesting a quotation.

A quotation may take account of:

- Pickup location and destination.

- Vehicle make, model, type and weight.

- Vehicle condition and accessibility.

- Required service and equipment.

- Time and date of assistance.

- Travel distance and road conditions.

- Available operators.

- Additional requirements disclosed by the customer.

Quotations are based on the information provided and may be subject to confirmation of operator availability.

An initial estimate is not a confirmed booking.

Prices may change if relevant information is inaccurate, incomplete or subsequently changes. Any revised charges will be explained and agreed before additional chargeable work is undertaken.

6. Booking Confirmation

A booking is confirmed when:

1. The customer has provided the information reasonably required to arrange the service.

2. The service requirements, price or agreed pricing basis and estimated arrival arrangements have been communicated.

3. The customer has expressly accepted the booking.

4. Any required advance payment or deposit has been received, unless alternative payment arrangements have been agreed.

5. Rescue Grid has confirmed acceptance of the booking.

Bookings may be confirmed through telephone, WhatsApp, text message or another agreed communication method.

Where legally required, we will provide confirmation and the relevant contractual information in a durable form, such as a written message or document that the customer can retain.

A quotation, provisional availability check or discussion with a driver does not itself guarantee attendance.

7. Customer Responsibilities

Customers must provide accurate information relating to the vehicle, location and requested assistance.

This includes disclosing, where relevant:

- Whether the vehicle starts.

- Whether it rolls and steers.

- Whether its brakes and handbrake release.

- Whether the wheels are locked, damaged or missing.

- Whether the vehicle is accident-damaged.

- Whether the keys are available.

- Whether the vehicle is loaded or carries goods.

- Whether specialist loading or recovery equipment may be required.

- Any restrictions affecting access, collection or delivery.

Customers must have the necessary ownership, possession or other authority to request the service.

Customers should ensure that collection and delivery arrangements are lawful and that any necessary access permissions have been obtained.

We are not responsible for additional costs directly caused by inaccurate or omitted information except to the extent that responsibility arises from our own failure to exercise reasonable care and skill or another applicable legal obligation.

8. Pricing and Charges

Prices are normally quoted individually according to the service and circumstances.

The customer will be informed of the total price or, where the total cannot reasonably be calculated in advance, the basis on which it will be calculated.

Depending on the booking, the price may include:

- Operator attendance.

- Agreed roadside assistance.

- Recovery or transport.

- Travel and mileage.

- Equipment and labour.

- Agreed replacement parts.

- Other specifically included services.

Where applicable, additional costs such as tolls, ULEZ or other road charges, parking, additional mileage, waiting time, specialist equipment, storage or additional labour will be explained before the customer becomes liable for them, or agreed separately if genuinely unforeseen circumstances arise.

We will not impose additional payments without the customer's express agreement where required by law.

Unless clearly specified otherwise, quotations are in pounds sterling (GBP).

9. Deposits and Advance Payments

A deposit or advance payment may be required before an operator is booked or dispatched.

The amount will depend on the agreed service and will be communicated before the booking is confirmed.

Any deposit paid towards the agreed service will normally be deducted from the total price.

A deposit is not automatically non-refundable in every circumstance.

Where a customer cancels and no statutory right to cancel without charge applies, Rescue Grid may be entitled to retain or recover a reasonable amount reflecting actual losses directly resulting from the cancellation, including appropriate committed operator costs, subject to applicable law.

We will take reasonable steps to reduce avoidable losses.

Where a cancellation or failure to provide the service is our responsibility, the customer will be entitled to the refund or other remedy required by law.

10. Payment of Remaining Balances

The remaining balance must be paid in accordance with the payment arrangements confirmed at booking.

Depending on the service, payment may be required before work begins, upon arrival, before a vehicle is released or following completion, as specifically agreed.

Payment may be made to Rescue Grid or to an operator expressly authorised to collect payment for the booking.

Where payment is to be collected by an operator, the customer will be informed of the amount and payment arrangements.

Customers must not assume that an operator is authorised to alter the agreed price or collect additional charges without approval.

If the vehicle does not start, a fault is not resolved or other difficulties occur, any agreed call-out, diagnostic, labour or attendance fees may still be payable, subject to the booking terms and applicable consumer rights.

11. Consumer Cancellation Rights

Certain bookings made by telephone, online or away from business premises may be subject to statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where these rights apply, customers will normally have a 14-day cancellation period for a service contract, beginning from the date the contract is entered into.

Different rules may apply to contracts involving goods.

Statutory exceptions may apply, including certain specifically requested urgent repairs or maintenance and certain contracts for the transport of goods on a specified date or during a specified period.

An urgent booking does not automatically mean that all statutory cancellation rights are excluded.

Where a customer expressly requests that a service starts within an applicable cancellation period, and any other legal requirements are met, the customer may be required to pay a proportionate amount for services supplied before lawful cancellation.

Where the service is fully performed after the required express request and acknowledgement, the statutory cancellation right for that service may be lost in the circumstances provided by law.

Additional goods or services may carry separate cancellation rights.

Where a statutory right to cancel applies, it takes priority over any inconsistent provision in these Terms & Conditions.

12. Customer Cancellation After Booking

Customers wishing to cancel should notify Rescue Grid as soon as reasonably possible by telephone or WhatsApp.

Where no statutory right to cancel without charge applies:

Before Dispatch

If a booking is cancelled before the operator has been dispatched, we will assess whether any reasonable and unavoidable costs have already been incurred.

After Dispatch

Where an operator has been dispatched, reasonable costs already incurred or losses directly resulting from cancellation may be charged, subject to applicable consumer law.

After Arrival

Where an operator has arrived at the agreed location and the customer cancels, cannot be contacted or no longer requires assistance, an agreed attendance or call-out charge may be payable, provided it is lawful and fair in the circumstances.

After Work Has Started

Where a service has commenced, the customer may be responsible for services already supplied and other amounts lawfully recoverable under the relevant contractual and statutory rules.

Cancellation charges will not exceed amounts we are lawfully entitled to recover.

We will not impose arbitrary penalties or retain payments where doing so would be unlawful or unfair.

13. Cancellation or Failure to Attend by Rescue Grid

We may need to cancel, decline or rearrange a booking because of circumstances including:

- No suitable operator being available.

- Vehicle requirements differing materially from those disclosed.

- Unsafe working conditions.

- Legal or access restrictions.

- Serious weather or road conditions.

- Equipment failure or other unavoidable disruption.

- Threatening or abusive conduct.

Where Rescue Grid cannot provide an agreed service and the customer has not received any chargeable service for which payment may lawfully be retained, the customer will receive a refund of the amount paid for the unprovided service.

Where part of a service has already been supplied, any amount retained will be assessed according to the contract, the reason for cancellation and applicable law.

Any statutory rights or remedies arising from our failure to provide the agreed service remain unaffected.

14. Estimated Arrival Times

Arrival times are estimates unless a specific guaranteed time is expressly agreed.

Estimated arrival times may be affected by:

- Traffic and congestion.

- Operator location and availability.

- Weather.

- Road closures.

- Accidents and emergencies.

- Previous jobs.

- Vehicle and equipment requirements.

- Other circumstances affecting attendance.

We will take reasonable care when arranging assistance and communicating estimated arrival times.

Where a significant delay occurs, we will make reasonable efforts to inform the customer and discuss the available options.

Nothing in this section removes any rights the customer may have where a service is not provided within an agreed or legally required time.

15. Vehicle Accessibility and Safe Working Conditions

Services are subject to safe and lawful access.

A recovery operator may need to assess the location and vehicle before attempting recovery.

Assistance may be restricted or require specialist equipment where a vehicle is:

- In a ditch, field, underground car park or restricted location.

- Behind a locked gate or obstruction.

- On unstable ground.

- Severely accident-damaged.

- Missing wheels or essential components.

- Unable to roll or steer.

- Carrying an unsafe or undisclosed load.

- Otherwise unsafe to access or recover using available equipment.

We may offer alternative arrangements or provide a revised quotation where additional work or specialist equipment is reasonably required.

No additional chargeable work will be undertaken without the customer's agreement, except where permitted by law or necessary to respond appropriately to an immediate safety emergency.

16. Waiting Time and Delays Caused by Customers

Where the agreed operator has arrived and is ready to provide the service, a reasonable initial waiting period of up to 15 minutes may be allowed.

Further waiting charges may apply only where the amount or calculation method has been communicated and accepted by the customer before the charge is incurred.

Waiting charges may arise where:

- The customer is not at the agreed location.

- Vehicle access is delayed.

- Keys are unavailable.

- The customer is not ready for collection.

- The vehicle or destination is not accessible as agreed.

- Other customer-related circumstances prevent work from proceeding.

Where additional waiting time is not agreed, the operator may be unable to remain at the location indefinitely and reasonable alternative arrangements may be discussed.

17. Additional Work and Changes to the Booking

If an operator discovers that additional work, equipment, distance or labour is required, the customer will be informed of the relevant circumstances.

Any additional price will be confirmed before the work proceeds.

Examples include:

- Longer recovery distance.

- Changed destination.

- Locked or damaged wheels.

- Additional loading work.

- Specialist recovery equipment.

- Unexpected vehicle weight.

- Additional passengers requiring arrangements.

- Further mechanical work.

The customer may decline additional work, subject to paying any amounts already lawfully due for agreed services supplied.

We will not increase a fixed agreed price simply because the work proves less profitable than expected, unless the contract permits a relevant adjustment and the applicable legal requirements are satisfied.

18. Jump Start and Battery Assistance

A jump start is intended to assist a vehicle with a discharged battery where suitable.

A jump start does not guarantee that a vehicle will start or continue operating.

A vehicle may fail to start for reasons unrelated to the battery, including starter motor, alternator, immobiliser, wiring, fuel or other mechanical and electrical problems.

The operator may carry out appropriate basic checks where included in the agreed service.

Where a vehicle fails to start despite reasonable attempts, the agreed attendance or testing charge may still apply.

A minimum call-out or testing charge of £40 may apply where this has been clearly communicated and agreed before booking. A higher agreed call-out charge may apply where specified in the quotation.

Any amount charged remains subject to the applicable contract and consumer rights, including the obligation to exercise reasonable care and skill.

A successful jump start is not a guarantee of battery condition or vehicle roadworthiness.

Customers should follow appropriate safety advice and consider further inspection where electrical or starting problems persist.

19. Mobile Battery Replacement

Battery replacement may include supply, fitting, basic testing and battery registration or coding where required and included in the agreed service.

The customer must provide accurate vehicle information so that a suitable battery can be identified.

Some vehicles require specific battery technologies, battery registration, coding or manufacturer-approved procedures.

The price, battery specification and any included fitting or coding work will be confirmed before booking.

Battery Warranty

Any additional manufacturer or commercial warranty will depend on the battery brand, specification and warranty terms communicated with the booking.

Customers should retain their receipt, invoice or other proof of purchase.

A customer reporting a battery fault may be asked to provide relevant vehicle details, purchase information and reasonable evidence of the reported problem.

A further inspection or test may be required to establish the cause.

A subsequent starting problem does not automatically mean that a replacement battery is defective.

Faults may arise from charging-system problems, parasitic electrical drain, vehicle wiring, incorrect use or other unrelated causes.

Any commercial warranty exclusions will be applied only where valid under the relevant warranty terms and applicable law.

Statutory Rights

A manufacturer's warranty or commercial guarantee is additional to, and does not replace or reduce, the customer's statutory rights concerning faulty goods or services.

20. Mobile Tyre Replacement and Puncture Assistance

Mobile tyre services depend on the tyre size, specification, vehicle type and availability of suitable equipment and replacement tyres.

Customers must provide accurate tyre and vehicle information.

The operator will assess whether repair or replacement is appropriate and safe.

Tyre repair may not be possible where the tyre has significant damage, unsuitable puncture positioning, sidewall damage or another condition making repair unsafe.

Tyre supply, fitting, balancing, valve replacement and disposal of old tyres will be included only to the extent confirmed in the quotation.

The removal of locking wheel nuts without a key is subject to suitable equipment and assessment.

Any material risks associated with specialist removal will be explained where reasonably practicable before work proceeds.

No separate voluntary tyre warranty is provided unless expressly confirmed with the booking.

This does not exclude statutory rights in respect of faulty goods or services.

21. Breakdown Recovery and Towing

Customers must disclose relevant information about the vehicle before recovery.

This includes whether the vehicle rolls, steers, brakes and can be safely loaded.

Recovery is subject to the vehicle's condition, suitable equipment and the accessibility of the location.

Operators will use reasonable care and skill when loading, securing, transporting and unloading vehicles.

Where practical, existing vehicle damage may be recorded before transportation.

Recovery of vehicles with locked wheels, damaged suspension, missing keys or other significant difficulties may require specialist equipment and additional agreed charges.

Customers should not attempt to assist with loading or unloading unless specifically instructed and it is safe to do so.

The agreed recovery price covers the specified service and destination. Any customer-requested change to the destination or scope of work is subject to a revised quotation.

22. Vehicle Transport and Collection

Vehicle transport bookings are based on the information provided about the vehicle, pickup location, destination, collection arrangements and requested date.

Customers must disclose whether the vehicle is:

- Running or non-running.

- Accident-damaged.

- Modified or lowered.

- Able to roll, steer and brake.

- Missing keys.

- Subject to access or loading restrictions.

Customers must arrange lawful access and any permission needed for collection or delivery.

Collection and delivery times will be agreed or estimated as appropriate.

Customers should ensure that someone authorised is available to release or receive the vehicle where required.

Changes to the collection or delivery arrangements may result in additional agreed charges or require rearrangement.

Insurance arrangements applicable to the assigned operator and the relevant vehicle may be confirmed upon request before booking.

No specific insurance limit is guaranteed unless expressly confirmed.

23. Motorcycle Recovery and Transport

Motorcycle recovery is subject to the motorcycle's type, condition, weight and availability of suitable equipment.

Customers should disclose any damage, locked steering, missing keys, wheel problems or modifications affecting loading and securing.

Suitable loading and restraint arrangements will be used according to the circumstances and available operator equipment.

Motorcycles may require specialist transport equipment.

Passenger transport is not automatically included and must be confirmed separately where requested.

Operators must exercise reasonable care and skill when handling and transporting motorcycles.

24. Van and Commercial Vehicle Recovery

Van and commercial vehicle recovery depends on vehicle dimensions, weight, load, condition and suitable operator availability.

Customers must disclose relevant details, including:

- Vehicle make and model.

- Approximate weight and dimensions where known.

- Whether the vehicle is loaded.

- Type and approximate weight of goods carried.

- Whether it rolls, steers and brakes.

- Any damaged wheels or mechanical restrictions.

Some vehicles may require specialist recovery equipment.

Tools, equipment and goods carried inside a vehicle are not automatically covered by a specific goods-in-transit insurance limit.

Any insurance arrangements relevant to goods or contents should be confirmed before booking.

Where practical, customers should secure or remove valuable, fragile, hazardous or unsuitable items before transport.

We do not guarantee that every type of commercial vehicle, load or cargo can be recovered.

25. Accident Recovery and Specialist Recovery

Accident recovery may involve additional risks and specialist loading requirements.

Customers must provide accurate information about the accident location and vehicle condition.

Photographs or videos may be requested to help assess the work.

Services are subject to safe access, suitable equipment and any necessary instructions from police, highways authorities or other emergency personnel.

Customers should not place themselves or others in danger while waiting for assistance.

Recovery from ditches, fields, restricted areas or other difficult locations may require specialist operators and separately agreed charges.

Recovery to a garage, residence or storage location must be agreed where reasonably possible.

Secure storage is not included unless expressly confirmed.

26. Emergency Fuel Delivery and Wrong-Fuel Assistance

Emergency fuel delivery is subject to availability, the vehicle's requirements and safe working conditions.

The fuel type, approximate quantity and total price will be confirmed before booking.

Customers must provide accurate information about the vehicle and fuel required.

Wrong-fuel incidents may require specialist fuel draining, inspection or transport to a garage.

Customers should avoid starting or driving a vehicle after suspected misfuelling and follow appropriate manufacturer or professional safety advice.

Fuel draining or other assistance does not guarantee that the vehicle has suffered no damage or that further mechanical repairs will not be required.

The scope and limitations of any wrong-fuel service will be discussed before booking.

27. Vehicle Lockout Assistance

Vehicle lockout assistance is provided only where the customer has lawful authority to access the vehicle.

We or the assigned operator may request reasonable proof of ownership, possession or authorisation.

Assistance may be refused where sufficient authority cannot be established.

Lockout services depend on the vehicle's locking system and the availability of suitable equipment and expertise.

Operators will aim to gain access using appropriate methods while exercising reasonable care and skill.

Damage-free entry cannot be guaranteed in every situation.

Any known material risks should be explained before the service proceeds where reasonably practicable.

Lost-key replacement, key programming and specialist locksmith services are only included where expressly agreed.

28. Mobile Mechanical Assistance

Where available, mobile mechanical assistance may be arranged through independent mechanics or technicians.

The scope of diagnosis or repair work will be agreed before commencement.

A mobile inspection or diagnosis may not identify every underlying mechanical or electrical fault.

Additional repairs, replacement parts or specialist work will be subject to a separate quotation and customer approval.

A vehicle should not be driven where doing so would be unsafe.

We do not guarantee that every mechanical issue can be diagnosed or repaired at the roadside.

All services remain subject to applicable standards of reasonable care and skill and the customer's statutory rights.

29. Passengers and Personal Safety

Passenger transport is not automatically included with recovery or vehicle transport bookings.

Where required, the customer must inform us of the number of passengers before booking.

Passenger transport may be available only where the assigned vehicle has suitable authorised seating and appropriate safety restraints.

Customers must not travel inside a vehicle being transported unless specifically lawful and appropriately arranged.

Children and vulnerable passengers may require additional suitable arrangements.

If a location is dangerous, customers should move to an appropriate place of safety where possible and follow relevant emergency or highways safety instructions.

Rescue Grid is not a substitute for police, fire, ambulance or other emergency services.

30. Personal Belongings and Vehicle Contents

Customers should remove or securely store cash, valuables, loose objects and other sensitive items where reasonably possible before collection or transport.

Customers must disclose hazardous, illegal, unusually heavy or dangerous materials carried in a vehicle.

The operator may refuse to transport items or loads that cannot safely or lawfully be carried.

Where the operator is transporting goods or vehicle contents, the extent of any agreed responsibility and relevant insurance arrangements should be confirmed where necessary.

We do not exclude responsibility for loss or damage caused by a failure to exercise reasonable care and skill or where liability cannot lawfully be excluded.

31. Vehicle Storage and Uncollected Vehicles

Vehicle storage is not automatically included in a recovery or transport quotation.

Where storage is required, the location, available arrangements, price and any ongoing charges should be confirmed with the customer before storage is arranged, except where an immediate lawful safety-related action is necessary.

Storage may be provided by an independent garage, recovery operator or storage facility.

Any separate terms imposed by a storage provider must be disclosed where applicable.

If a vehicle remains uncollected, reasonable steps may be taken to contact the customer and arrange collection or further instructions.

Any right to retain, move, sell or otherwise deal with an uncollected vehicle must be exercised strictly in accordance with applicable law and any lawful contractual arrangements.

A vehicle will not be sold, scrapped or disposed of merely because a customer has failed to pay an invoice.

Any applicable storage or disposal procedure must comply with the required legal notices, rights and safeguards.

32. Non-Payment and Outstanding Balances

Customers are responsible for paying agreed lawful charges in accordance with their booking.

Where payment remains outstanding, Rescue Grid may:

- Contact the customer with a payment reminder.

- Provide an itemised statement of the outstanding balance.

- Request settlement within a reasonable period.

- Investigate and respond to any genuine dispute.

- Seek lawful recovery of an unpaid debt where appropriate.

Any interest or debt recovery costs will only be claimed where legally and contractually recoverable.

We will not impose arbitrary penalties or unrelated charges for late payment.

Nothing in this section creates an automatic right to seize, retain, sell, scrap or dispose of a customer's vehicle.

Legal action may be considered where an unpaid debt cannot reasonably be resolved.

33. Vehicle Condition, Existing Damage and Evidence

Customers should disclose known vehicle damage or faults that may affect the work.

Where practical, photographs or videos may be taken before and after recovery, transport or roadside assistance to document the vehicle's condition and service performed.

Such records may be used for legitimate operational purposes, handling customer enquiries, investigating complaints or resolving disputes.

Existing vehicle faults, pre-existing damage and normal conditions unrelated to the service do not automatically become the responsibility of Rescue Grid.

However, we remain responsible for losses or damage for which we are legally liable, including where applicable a failure to exercise reasonable care and skill.

Customers should report concerns about any new damage as soon as reasonably practicable so that they can be investigated.

A delay in reporting does not automatically remove statutory rights.

34. Faults, Warranties and Aftercare

Where services or goods are supplied with an additional commercial warranty, the relevant warranty period, provider, coverage and exclusions will be explained at or before the time required by law.

Different batteries, parts and services may have different commercial warranty arrangements.

Customers seeking warranty assistance should provide relevant booking details and proof of purchase where reasonably available.

A reported fault may require inspection or testing.

Commercial warranties do not replace statutory rights.

Where a product is faulty, not as described or otherwise fails to meet applicable statutory requirements, the customer may be entitled to the remedies provided by law.

Where a service is not carried out with reasonable care and skill or otherwise fails to meet applicable statutory requirements, the customer may be entitled to repeat performance, a price reduction or another legally available remedy.

35. Liability and Consumer Rights

Rescue Grid will exercise reasonable care and skill in arranging and providing agreed services.

We are not responsible for circumstances outside our control where we have complied with our legal and contractual obligations and have not caused the relevant loss through negligence, breach of contract or another legally actionable failure.

We are not automatically responsible for independent pre-existing vehicle faults or unrelated failures occurring after a service.

However, nothing in these terms excludes or restricts liability for:

- Death or personal injury caused by negligence.

- Fraud or fraudulent misrepresentation.

- Breach of applicable consumer rights that cannot lawfully be excluded.

- Any other liability that cannot legally be excluded or restricted.

Any limitation of liability will apply only to the extent permitted by law and must be fair in the circumstances.

The use of independent operators does not exclude any liability Rescue Grid owes to a customer under an applicable contract or legal obligation.

Nothing in these Terms & Conditions removes a customer's right to seek an appropriate statutory remedy.

36. Events Outside Reasonable Control

We may be affected by circumstances outside our reasonable control, including severe weather, dangerous road conditions, road closures, emergency incidents, widespread service disruption and other exceptional events.

Where such circumstances affect an agreed booking, we will take reasonable steps to inform the customer and discuss suitable alternatives.

Where the service cannot be provided, the customer's entitlement to refunds or other remedies will be determined according to the contract and applicable law.

This section does not excuse a failure to take reasonable care or to fulfil obligations that remain legally enforceable.

37. Photographs, Recordings and Personal Information

Relevant photographs, videos and booking information may be collected to assess vehicle requirements, document vehicle condition, coordinate services and investigate complaints.

Personal information will be handled in accordance with our Privacy Policy and applicable data protection law.

Customer photographs, personal details and vehicle registration information will not be published for promotional purposes without an appropriate lawful basis and any required permission.

Customers can review our Privacy Policy at:

https://www.rescuegrid.co.uk/privacy-policy

38. Customer Conduct

We expect customers and operators to communicate respectfully and safely.

Threatening, abusive, violent or unlawful conduct may result in a booking being refused, suspended or ended where reasonably necessary.

Safety-related decisions will be taken according to the circumstances and applicable legal obligations.

Any refund or payment consequences will be assessed fairly and in accordance with applicable law.

39. Complaints and Dispute Resolution

If you are dissatisfied with a service, please contact Rescue Grid and provide:

- Relevant booking information.

- Date and location of the service.

- Description of the issue.

- Any supporting photographs, messages or other evidence.

We will review the complaint and, where necessary, obtain information from the assigned operator.

We aim to respond within a reasonable period and work towards an appropriate resolution.

Where a complaint relates to goods or services, the customer's applicable statutory remedies remain available.

Nothing in these terms prevents customers from contacting Citizens Advice, Trading Standards or another relevant authority, or from pursuing lawful court proceedings.

40. Business and Commercial Customers

These Terms & Conditions primarily address individual customers obtaining services as consumers.

Where a customer purchases services wholly or mainly for business purposes, separate or additional commercial terms may be agreed.

Any business-specific terms, including payment arrangements, invoicing, fleet services, cargo requirements or applicable liability arrangements, must be clearly agreed.

Consumer protection rights that apply to consumers are not intended to be represented as automatically applying to all business-to-business contracts.

Nothing in this section affects any mandatory legal rights or obligations.

41. Changes to Terms & Conditions

We may update these Terms & Conditions to reflect changes to our services, business arrangements or applicable law.

Updated terms will be published on our website with a revised date.

Changes will not retrospectively alter an existing confirmed booking without a lawful basis and any agreement required.

The terms applicable to a booking are generally those provided or agreed when that booking was confirmed, together with any subsequently agreed lawful variations.

42. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in the customer's place of residence.

Where customers reside elsewhere in the United Kingdom, nothing in these terms removes any mandatory legal protections or court rights available to them.

Any disputes will be dealt with by courts having jurisdiction under applicable law.

43. Contact Information

For quotations, bookings, payments, service enquiries or complaints:

Rescue Grid Roadside & Recovery

Telephone: 07709 684946

WhatsApp: https://wa.me/447709684946

Website: https://www.rescuegrid.co.uk

Customers should provide their booking details when contacting us about an existing service.

44. Statutory Cancellation Notice and Form

Where statutory cancellation rights apply to a booking, customers may cancel by sending Rescue Grid a clear statement of their decision within the applicable cancellation period.

Customers may contact us by WhatsApp or use the following model form.

Model Cancellation Form

To: Rescue Grid Roadside & Recovery

I hereby give notice that I cancel my contract for the following service or goods:

Service or goods:

Booking reference, if known:

Ordered on:

Customer name:

Customer address:

Date:

Customers may send this information through an available contact method. Use of the model form is optional; any sufficiently clear cancellation notice is acceptable where permitted by law.

Where a statutory right of cancellation applies, refunds and any permitted deductions will be processed within the applicable legal deadlines.

---

Rescue Grid Roadside & Recovery

Website: https://www.rescuegrid.co.uk

Telephone: 07709 684946

WhatsApp: https://wa.me/447709684946

Last Updated: 13 October 2026