Recovery & Vehicle Transport Terms and Conditions

Version: 3 October 2026

These terms apply to breakdown recovery, roadside vehicle recovery and planned vehicle transport services supplied by Onagone. They form part of the agreement between Onagone and the customer. Nothing in these terms excludes or restricts rights or liabilities which cannot lawfully be excluded or restricted.

1. Requests, quotations and bookings

An online submission is a request for availability and is not a confirmed booking until Onagone accepts it. Quotations are based on the information supplied by the customer, including vehicle, condition, location, destination and access. If that information is incomplete or inaccurate, the price, equipment required or ability to perform the job may change.

2. Customer authority and information

The customer confirms that they own the vehicle or have the owner's authority to instruct its recovery or transport. The customer must disclose material facts affecting safe loading or transport, including accident damage, seized or missing wheels, steering or braking defects, locked wheels, lowered or modified suspension, excessive load, unusual dimensions, electric/high-voltage damage, fire or flood damage, leaking fluids and missing keys.

3. Access and safe recovery

Recovery is subject to safe and lawful access for the recovery vehicle and equipment. Onagone may refuse, postpone or stop work where the location, traffic, ground conditions, vehicle condition or other circumstances create an unreasonable safety risk or require equipment or permissions not available. Customers and passengers must follow reasonable safety instructions.

4. Loading, winching and pre-existing damage

The customer acknowledges that a broken-down, immobilised or accident-damaged vehicle may require winching, skates, towing, lifting or other recovery techniques. Existing damage or defects can worsen during reasonable recovery operations despite appropriate care. Onagone is not responsible for loss caused solely by a pre-existing defect or by inaccurate or withheld information, but this does not exclude liability where loss is caused by Onagone's failure to exercise reasonable care and skill.

5. Personal belongings and vehicle contents

The customer should remove valuables, fragile items and unsecured contents before collection. Unless specifically agreed in writing, vehicle contents are not inventoried or accepted for safekeeping. This clause does not exclude liability that cannot lawfully be excluded.

6. Charges and additional work

The agreed quote covers the service described when accepted. Reasonable additional charges may apply only where additional work, waiting, mileage, specialist equipment, access difficulties, incorrect customer information, changed destinations or circumstances outside the original request materially change the service. Any additional charge will be explained where reasonably practicable before the additional work is carried out.

7. Waiting, aborted attendance and no access

Where a recovery vehicle attends but the service cannot proceed because the customer or vehicle is unavailable, access is prevented, information supplied was materially incorrect, or the customer cancels after attendance has begun, Onagone may charge a reasonable amount reflecting work actually performed and costs reasonably incurred, subject to the customer's statutory rights.

8. Estimated arrival and delivery times

Arrival, collection and delivery times are estimates unless expressly agreed otherwise. Traffic, weather, road closures, emergencies, previous recoveries and other events outside reasonable control may cause delay. Onagone will use reasonable care in providing updates but does not guarantee an estimated arrival time.

9. Vehicle condition records and claims

Onagone may photograph or record the vehicle and its condition before, during and after recovery or transport for operational, safety and claim-evidence purposes. A customer who believes damage occurred during the service should notify Onagone as soon as reasonably possible and provide photographs and other relevant evidence so the matter can be investigated. This does not reduce statutory rights or impose an unlawful barrier to a valid claim.

10. Liability

Onagone will perform services with reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights that cannot lawfully be excluded, or any other liability that the law does not permit to be excluded or limited. Subject to those protections, Onagone is not responsible for loss caused by pre-existing vehicle defects, undisclosed conditions, customer instructions contrary to advice, or events outside Onagone's reasonable control.

11. Consumer cancellation and immediate services

Where a statutory cancellation right applies, the customer retains that right except to the extent the law provides otherwise. If the customer expressly asks Onagone to begin a service during a statutory cancellation period, the customer may be required to pay a proportionate amount for services supplied before cancellation. Where the service is fully performed following the customer's express request and acknowledgement, the statutory right to cancel may be lost as provided by law.

12. Immediate breakdown attendance

For an urgent breakdown request, ticking the separate immediate-service box means the customer expressly asks Onagone to start providing the service before any applicable statutory cancellation period has ended and acknowledges the consequences stated above. This does not remove any rights relating to defective performance.

13. Payment

Payment must be made by the method and at the stage agreed for the job. A quote does not authorise Onagone to take payment unless the customer has separately authorised the relevant payment transaction.

14. Complaints

Complaints should include the booking/reference number, vehicle registration, date of service and a clear description of the issue. Onagone will consider complaints and supporting evidence reasonably and does not use these terms to prevent a customer exercising statutory remedies.

15. Governing law

These terms are governed by the law applicable to the contract. Consumers retain any mandatory protections and rights to bring proceedings in a court available to them under applicable law.