Terms & Conditions

1About Us

Stranded Vehicle Assist is a sole trader mobile vehicle assistance business operated by Dean, based in Honiton, Devon. We provide mobile emergency vehicle entry, on-site vehicle diagnostics and mobile jump start services across Devon and Somerset.

Trading name: Stranded Vehicle Assist
Base of operations: Honiton, Devon, EX14
Contact telephone: 07300 115030
Contact email: info@strandedvehicleassist.co.uk
Website: strandedvehicleassist.co.uk

2Services Provided

Stranded Vehicle Assist provides the following mobile services:

• Emergency Vehicle Entry — non-destructive entry to locked vehicles using professional air wedge, long reach and Lishi tools
• On-Site Vehicle Diagnostics — fault code reading and clearing, live data analysis and written PDF fault reports using dealer-grade Autel, Launch and Snap-on equipment
• Mobile Jump Start — professional battery support for flat or failed vehicle batteries using appropriate equipment for the vehicle type

All services are carried out at the customer's location. Stranded Vehicle Assist does not operate a fixed garage premises and does not carry out mechanical repairs, tyre changes, fuel delivery or any service not listed above.

3Booking, Pricing & Payment

Call-Out Fee

There is no call-out fee. You will not be charged for Stranded Vehicle Assist attending your location. Charges apply only for services carried out.

Pricing

All prices will be confirmed verbally before any work commences. By agreeing to proceed once a price has been confirmed, you enter into a contract for the service at the stated price. No additional charges will be applied after work has been completed without your prior agreement.

Payment

Payment is due on completion of each service. Accepted payment methods will be confirmed at the time of booking. Stranded Vehicle Assist reserves the right to request payment before commencing work in circumstances it reasonably considers appropriate.

VAT

Stranded Vehicle Assist is not currently VAT registered. All prices quoted are the total price payable.

4Proof of Ownership & Authority

Before commencing any vehicle entry service, the customer must provide reasonable evidence that they have the legal right to access the vehicle. Acceptable evidence includes but is not limited to:

• Vehicle Registration Certificate (V5C logbook)
• Insurance certificate or documents naming the customer as the insured
• Driving licence matching the name on vehicle documentation
• Finance agreement, lease document or hire agreement naming the customer
• For fleet or company vehicles: employer identification or company vehicle documentation

Stranded Vehicle Assist reserves the right to decline to carry out a vehicle entry service if satisfactory proof of ownership or authority cannot be provided, without any charge to the customer.

By requesting a vehicle entry service, the customer confirms that they are the registered owner of the vehicle, are authorised by the registered owner to access the vehicle, or have a lawful right of possession or control. Providing false information in this regard is a criminal offence. Stranded Vehicle Assist will cooperate fully with police investigations where any suspicion of vehicle theft arises.

5Limitation of Liability

Stranded Vehicle Assist will exercise reasonable professional skill and care in providing all services. However, our liability is limited as follows:

Maximum Liability

Our total liability to you in connection with any single service or callout shall not exceed the amount paid by you for that service.

Excluded Losses

To the fullest extent permitted by law, Stranded Vehicle Assist shall not be liable for:

• Any loss of earnings, business loss, loss of profit or consequential loss arising from a vehicle fault, failure to start, or inability to complete a service
• Pre-existing faults or damage to any vehicle, regardless of when such faults or damage are discovered
• Damage to vehicle electronics, ECUs or battery management systems arising from pre-existing faults or conditions that were not disclosed to us prior to commencement of work
• Any loss or damage caused by circumstances beyond our reasonable control, including but not limited to severe weather, road closures or accidents causing access delays
• Any failure of a vehicle to start, run or continue running after a jump start service, where such failure is attributable to a pre-existing mechanical or electrical fault

Consumer Rights

Nothing in these Terms and Conditions affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

6Vehicle Entry — Damage

Stranded Vehicle Assist uses professional non-destructive entry tools and techniques to gain access to locked vehicles without causing damage to the vehicle's bodywork, door seals, locks or windows. We aim for zero damage on every vehicle entry job.

Pre-Existing Damage

Stranded Vehicle Assist will note any pre-existing damage to the vehicle access area before commencing work. Where possible, any such damage will be brought to the customer's attention before work begins. We accept no liability for damage that was pre-existing at the time of our attendance.

Unavoidable Damage

In rare circumstances, the construction of a particular vehicle may mean that non-destructive entry cannot be achieved without some risk of minor damage to door seals or trim. In such circumstances, Stranded Vehicle Assist will inform the customer of this risk before proceeding and will only proceed with the customer's explicit consent. Where such a risk is identified, the customer accepts that minor incidental damage to door seals or trim may occur and that this does not constitute negligence on the part of Stranded Vehicle Assist.

Disputes

Any claim for vehicle damage must be raised at the time of the callout or within 24 hours of the service being completed. Claims raised after this period will be considered on their merits but Stranded Vehicle Assist cannot be held liable for damage that may have occurred after our attendance.

7On-Site Vehicle Diagnostics

The on-site vehicle diagnostics service provides fault code reading, interpretation and clearing using professional dealer-grade diagnostic equipment. A written PDF fault report is included with every diagnostics callout.

Scope of Diagnostics

Stranded Vehicle Assist carries out electronic diagnostics only. We do not carry out mechanical inspections, component replacement or physical repairs as part of the diagnostics service. The diagnostic report identifies fault codes stored in the vehicle's electronic control modules and provides an interpretation of those codes based on manufacturer data and professional experience.

Accuracy of Reports

Diagnostic fault reports are provided in good faith based on the fault codes present at the time of the scan. Stranded Vehicle Assist does not warrant that the report represents a comprehensive diagnosis of all faults affecting the vehicle, nor that the recommended next steps will definitively resolve the fault. Fault codes are indicators of potential issues — definitive diagnosis of root causes may require further investigation by a qualified mechanic or main dealer.

Code Clearing

Fault codes will only be cleared with the customer's explicit consent. Clearing fault codes does not repair the underlying fault. Where clearing codes is not appropriate — for example, where doing so may mask a safety-critical fault — Stranded Vehicle Assist will advise accordingly and may decline to clear certain codes.

8Mobile Jump Start Service

The mobile jump start service provides battery support to vehicles with flat or failed batteries using appropriate professional equipment for the vehicle type.

Battery Assessment

Stranded Vehicle Assist will assess battery condition before and after every jump start and will provide an honest verbal assessment. This assessment is advisory only and does not constitute a warranty of the battery's future performance or lifespan.

Modern & Luxury Vehicles

For vehicles with sensitive engine management systems, multiple ECUs or AGM/EFB battery types, Stranded Vehicle Assist uses specialist battery support equipment to minimise the risk of electrical damage during the starting process. Customers should inform us of any known electrical issues or previous ECU-related faults before we commence work.

No Guarantee of Start

Stranded Vehicle Assist cannot guarantee that a vehicle will start following a jump start attempt. Where a vehicle fails to start due to a fault other than a flat battery — including but not limited to starter motor failure, alternator failure, ignition faults or serious mechanical failure — the full service charge remains payable for the attendance and battery assessment carried out.

Post-Jump Start

Where Stranded Vehicle Assist advises that the battery requires replacement, the customer takes responsibility for any subsequent battery failure if they choose not to follow that advice. Stranded Vehicle Assist accepts no liability for battery failures occurring after the callout where replacement was advised.

9Cancellation & No-Shows

Customer Cancellation

You may cancel a callout at any time before Stranded Vehicle Assist arrives at your location. If cancelled before the operator has departed for your location, no charge will apply. If cancelled after the operator has departed but before arrival, a reasonable travel charge may apply at the operator's discretion to cover costs incurred.

Resolved Before Arrival

If the situation is resolved before Stranded Vehicle Assist arrives — for example, if you gain vehicle access through another means or the vehicle starts — please call 07300 115030 immediately to cancel the callout. If the operator has already departed, a reasonable travel charge may apply.

Unable to Locate Customer

If Stranded Vehicle Assist arrives at the location provided and is unable to locate the customer or vehicle after reasonable attempts to make contact, the callout may be treated as a no-show and a reasonable attendance fee may be charged.

Operator Cancellation

Stranded Vehicle Assist reserves the right to decline or cancel a callout in circumstances including but not limited to: inability to verify proof of ownership, reasonable suspicion of vehicle theft, unsafe conditions at the callout location, or the situation being beyond the scope of our services. In such cases, no charge will apply.

10Coverage Area & Response Times

Stranded Vehicle Assist covers Devon and Somerset, operating primarily from a base in Honiton. Coverage includes but is not limited to Exeter, Honiton, Exmouth, Tiverton and Chard and the surrounding areas.

Estimated response times given when booking are provided in good faith based on the operator's current location and anticipated journey time. Response times are estimates only and may be affected by traffic conditions, road closures, adverse weather or the operator being engaged on a prior callout. Stranded Vehicle Assist cannot be held liable for delays beyond its reasonable control.

Stranded Vehicle Assist reserves the right to decline callouts in locations it considers to be outside its practical coverage area or where attendance would be unsafe.

11Privacy & Data

When you contact Stranded Vehicle Assist, we collect personal information necessary to provide the requested service. This may include your name, contact telephone number, vehicle registration and location.

This information is used solely for the purpose of providing the requested service and for our internal records. We do not sell, share or transfer your personal data to third parties except where required by law or as part of any legitimate legal process.

We retain customer records for a reasonable period in accordance with legal and business requirements. You may request access to, correction of, or deletion of your personal data by contacting us at info@strandedvehicleassist.co.uk.

Stranded Vehicle Assist processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

12Complaints

If you are not satisfied with any aspect of the service provided by Stranded Vehicle Assist, please contact us in the first instance by telephone on 07300 115030 or by email at info@strandedvehicleassist.co.uk. We aim to respond to all complaints within 5 working days and to resolve them fairly and promptly.

If you remain dissatisfied after raising a complaint directly with us, you may seek alternative dispute resolution through an appropriate third-party scheme or, as a last resort, through the courts.

13Governing Law & Changes

Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Changes to These Terms

Stranded Vehicle Assist reserves the right to update or amend these Terms and Conditions at any time. The current version will always be published at strandedvehicleassist.co.uk/terms-and-conditions/. Continued use of our services following any update constitutes acceptance of the revised terms.

Severability

If any provision of these Terms and Conditions is found to be unlawful, void or unenforceable, that provision shall be deemed severable from the remaining terms, which shall continue in full force and effect.

Entire Agreement

These Terms and Conditions, together with any price confirmed at the time of booking, constitute the entire agreement between Stranded Vehicle Assist and the customer in relation to the services provided.