Terms & Conditions

Terms & Conditions

Last Updated: 01 January, 2024

1. Agreement to Terms

These Terms and Conditions ("Terms") govern your use of our breakdown and recovery services ("Services") . By accepting a quote and using the services of Middlesex Roadside Assistance Limited or Middlesex Roadside Assistance, you acknowledge that you have read, understand & agree to be bound by our Terms and Conditions. If you do not agree to these Terms, please refrain from using our Services.

2. Payment Terms

Middlesex Roadside Assistance Ltd or Middlesex Roadside Assistance, operates on a payment upfront basis. Depending on the service requested, this may be a deposit (call-out charge) or the total of our Services. Payments can be made via debit card or bank transfer. Upon completion of payment over the phone or through a payment link, customers will receive an automatic receipt and confirmation of their booking. Confirmation can be delivered either via email or text message, based on customer preference.

3. Cancellations

You may cancel your emergency assistance request within 10 mins at no cost. If cancellation occurs after 10 minutes from the time a Roadside Breakdown Technician or Recovery Operator has been dispatched but before their arrival, we reserve the right to impose a cancellation fee ranging from £50-£250, depending on the services requested. Any remaining balance will be refunded, minus any applicable charges (including but not limited too: administration fees, driver call-out payments, mileage, ULEZ/LEZ, congestion charges, tolls, etc.), provided we have not reached you then. Under no circumstances is the call-out fee refundable 10 minutes after a Roadside Breakdown Technician or Recovery Operator has been dispatched. Further fees applicable to roadside breakdown assistance and recoveries such as (not limited to;): the use of specialist equipment, waiting times and 2nd resource will be deemed payable once the Roadside Breakdown Technician or Recovery Operator arrives and collects the vehicle or before the vehicle is unloaded at the agreed recovery destination.

You may cancel your pre-boooked transportation request without charge if notice is provided at least 24 hours in advance of the appointed date. If cancellation occurs within 24 hours of the scheduled appointment, we reserve the right to impose a cancellation fee. Any remaining balance will be refunded, minus any applicable charges (including but not limited too: administration fees, driver call-out payments, mileage, ULEZ/LEZ, congestion charges, tolls, etc.), provided we have not reached you then. Further fees applicable to pre-booked transportation such as (not limited to;): the use of specialist equipment, waiting times and 2nd resource will be deemed payable once the Roadside Breakdown Technician or Recovery Operator arrives and collects the vehicle or before the vehicle is unloaded at the agreed recovery destination.

4. Waiting Times

Our Technicians & Recovery Operators are instructed to wait a maximum of 15 mins once they have arrive on-scene. (casualty scene, breakdown location, collection address, location of vehicle.). After the first 15 minutes has elapsed, you will begin to incur charges and we will charge you the first hour's waiting. Our standard waiting times are £50 per hour waited. Refusal to pay any additional waiting charges incured will result in the immediate cancellation of all live and upcoming task(s).

5. Changes to Live Tasks

If the breakdown location, casualty location, collection location, recovery destination and/or delivery location is changed during a live task, we may add to or subtract from the total of cost of our service(s). Please note that this is to our discretion. Refusal to pay any additional charges once the changes have been made may result in the immediate cancellation of all live and upcoming task(s). Under no circumstances is the call-out fee or any other charges paid refundable.

6. Responsibilty of the Customer

It is the responsibility of the customer to clearly disclose the condition of the vehicle, the condition of the location of where the vehicle is situated. If the vehicle is not in the condition stated when the task was booked or you have failed to disclose vital information of the condition, type, weight or position of the vehicle, we may add to the total cost of our service(s). We may refuse to provide service to any vehicle which is unroadworthy if not pre-disclosed to our call-handlers. 

If the location is not in the condition stated when the task was booked or you have failed to disclose vital information of the conditon of terrain, restrictions and/or accessibilty to the vehicle we may add to the total cost of our service(s).

7. Service Provision

Our Services include breakdown and recovery assistance for vehicles. We strive to provide timely and efficient assistance to our customers. However, please note that service availability may vary based on factors such as location, vehicle condition and environmental conditions.

8. Limitation of Liability

Middlesex Roadside Assistance Limited or Middlesex Roadside Assistance shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use or inability to use our Services. Middlesex Roadside Assistance Limited or Middlesex Roadside Assistance will not be held liable for any further damage(s) caused when loading and/or unloading accident damaged or immobilised vehicles. Our Roadside Breakdown Technicians and/or Recovery Operators may remove or temporarily refit components as neccesary to  prepare vehicle for safe loading, unloading and/or transportation. Middlesex Roadside Assistance Limited or Middlesex Roadside Assistance will not be held responsible for damaged or unclean interior components. Middlesex Roadside Assistance Limited or Middlesex Roadside Assistance will not be held responsible for any damages during loading and/or unloading of any vehicle performed by auction centres, e.g;: loading or unloading via full-lift by fork lift.

9. Privacy Policy

We are committed to protecting the privacy of our users. Our Privacy Policy outlines the types of information we collect, how we use and share that information, and the measures we take to protect your privacy. By using our Services, you consent to the collection, use and sharing of your information as described in our Privacy Policy.

10. Modifications to Terms

Middlesex Roadside Assistance Ltd reserves the right to modify or replace these Terms at any time. Changes will be effective immediately upon posting on our website. Your continued use of our Services after any such modifications constitutes your acceptance of the revised Terms.

11. Contact Us

If you have any questions, concerns or feedback regarding these Terms or our Services, please contact us at terms@mdxassist.com.

By using or requesting the services of Middlesex Roadside Assistance Limited or Middlesex Roadside Assistance, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.