Recovery Service Standards
Onagone Recovery Service Standards
Vehicle recovery usually happens when something has already gone wrong. Our process is designed to make the next steps clearer: accurate job information, transparent pricing, confirmation before payment and useful updates once a job is accepted.
What you should know before paying
- Your request is not automatically a booking. We review the route, vehicle condition and availability first.
- Pricing is shown clearly. Breakdown recovery is £100 call-out plus £2.50 per road mile. Planned/local vehicle transport is £30 standard charge plus £3.00 per road mile thereafter.
- We use the actual journey. Accurate collection and destination details help prevent location and mileage mistakes.
- Vehicle condition matters. Tell us if the vehicle has no keys, seized wheels, steering or suspension damage, accident damage or difficult access.
After a job is accepted
Once availability has been checked and the job accepted, the customer can be sent the payment instructions and the relevant collection or ETA information. If circumstances materially change, the aim is to communicate the updated position rather than leave the customer guessing.
Location accuracy
For a live breakdown, use the most accurate location information available. On supported journeys the Onagone request flow can use device location, with postcode/location details available as a fallback. Never put yourself at risk to obtain a more precise location.
No invented arrival promises
Traffic, distance, loading conditions and the job already in progress can affect arrival times. We would rather give information based on the accepted job than advertise an arrival guarantee that may not be achievable.
Safety first
If you are stopped in a live traffic lane or there is an immediate danger, deal with the emergency situation first and follow emergency-service or road-authority instructions where appropriate.
Business and insurance work
Garages, fleets, traders, insurers and claims teams can arrange authorised vehicle movements through our commercial recovery service. See insurance and claims recovery partners or fleet and trade recovery.
Useful recovery information
How the online recovery request works · Recovery pricing · Areas we cover · Breakdown advice · Contact Onagone