BOOKING, CANCELLATION, REFUND & PAYMENT POLICY

IMPORTANT NOTICE TO ALL CUSTOMERS

PLEASE READ THESE TERMS CAREFULLY BEFORE CONFIRMING A BOOKING OR AUTHORISING PAYMENT.

CityGrip Recovery operates an urgent-response service requiring the immediate commitment of recovery vehicles, technicians, personnel, equipment and independent service providers.

ONCE A DRIVER OR TECHNICIAN HAS BEEN DISPATCHED, CANCELLATION MAY RESULT IN LIABILITY FOR UP TO 100% OF THE ORIGINAL AGREED QUOTATION.

Customers must not assume that cancelling a booking, arranging alternative assistance or refusing an attending driver automatically entitles them to a refund.

All charges remain subject to applicable UK consumer protection legislation.

1. FORMATION OF A BINDING SERVICE CONTRACT

1.1. A request for a quotation or an initial enquiry does not create any payment obligation.

1.2. A binding service agreement is formed when CityGrip Recovery accepts the customer's booking and the customer agrees to the quoted service, price and applicable terms.

1.3. The customer expressly authorises CityGrip Recovery to arrange the personnel, vehicles, equipment and subcontractors necessary to fulfil the booking.

1.4. Confirmation may be given through WhatsApp, SMS, email, telephone or an online booking process, provided the applicable contractual and statutory requirements are satisfied.

1.5. Customers are responsible for reviewing the booking conditions clearly presented to them before accepting the agreement.

1.6. Failure to read terms properly disclosed before agreement does not, by itself, remove an otherwise enforceable contractual payment obligation.

2. IMMEDIATE DISPATCH, CANCELLATION & FULL PAYMENT LIABILITY

IMPORTANT: DISPATCH AUTHORISATION CREATES A FINANCIAL COMMITMENT.

By confirming a booking and authorising CityGrip Recovery to dispatch a driver, recovery operator or technician, the customer expressly instructs CityGrip Recovery to commit the personnel, equipment and operational resources required to fulfil the agreed service.

ONCE DISPATCH HAS COMMENCED, CANCELLATION MAY RESULT IN A CHARGE OF 100% OF THE ORIGINAL AGREED QUOTATION.

The customer acknowledges and accepts that:

1. Dispatch may involve immediate financial commitments to recovery operators, subcontractors, specialist equipment providers and other third parties.
2. Cancellation after dispatch, including when the driver is travelling to the customer, nearby or already at the location, does not automatically release the customer from payment obligations.
3. Cancellation because alternative assistance has been arranged, the vehicle becomes operational, the customer changes their mind or the service is no longer required does not automatically entitle the customer to a refund.
4. CityGrip Recovery reserves the right to retain payment already received and recover any outstanding lawful cancellation charges, up to the full agreed quotation, where the work undertaken, committed costs and recoverable losses justify that amount.
5. Any cancellation liability will take account of costs reasonably avoided and any mandatory statutory cancellation or refund rights.
6. Customers must ensure they have reviewed and understood these conditions before authorising dispatch. Failure to read terms clearly presented before booking does not, of itself, relieve the customer of enforceable contractual obligations.

CUSTOMER ACKNOWLEDGEMENT

DO NOT CONFIRM A BOOKING OR AUTHORISE DISPATCH UNLESS YOU ARE PREPARED TO INCUR CANCELLATION CHARGES OF UP TO 100% OF THE AGREED PRICE.

By expressly accepting these terms, the customer acknowledges the potential financial consequences of cancellation after dispatch, subject to applicable statutory consumer rights.

OUTSTANDING BALANCES

Where a lawful cancellation charge exceeds the amount already paid, CityGrip Recovery reserves the right to invoice and recover the outstanding balance through appropriate legal procedures.

A payment dispute or chargeback does not automatically extinguish an otherwise legally enforceable debt.

3. DRIVER ATTENDANCE, REFUSAL OF SERVICE & CUSTOMER NON-AVAILABILITY

3.1. Where a driver or technician has been dispatched and the customer subsequently refuses the service, becomes unavailable, provides inaccurate booking details or fails to make the vehicle accessible, the booking may be treated as customer-cancelled or prevented from being completed by the customer.

3.2. CityGrip Recovery reserves the right to recover reasonable attendance, mobilisation, travel, waiting, subcontractor and other legally recoverable losses resulting from these circumstances.

3.3. The full quoted price may be recoverable where the service has been properly supplied or where the legally recoverable amount resulting from cancellation or customer breach equals the original quotation.

3.4. Driver arrival alone does not establish that an uncompleted recovery has been fully performed.

3.5. No customer will be charged for losses attributable to CityGrip Recovery's own breach of contract.

4. PRE-BOOKED SERVICES & 24-HOUR CANCELLATION

4.1. Customers cancelling a scheduled booking at least 24 hours before the agreed service time are entitled to a full refund under CityGrip Recovery's standard cancellation policy.

4.2. Cancellations received within 24 hours of the agreed service time may incur cancellation charges reflecting the company's legally recoverable costs and losses.

4.3. If a driver or technician has already been dispatched for a scheduled booking, Section 2 applies.

4.4. Cancellation within 24 hours does not automatically make the full quoted amount payable. The recoverable charge will depend on the circumstances and any applicable statutory rights.

4.5. Where mandatory statutory cancellation rights provide greater protection than this policy, those statutory rights prevail.

5. SERVICES COVERED

These terms apply to all relevant services provided or arranged by CityGrip Recovery, including:

• Emergency car and van recovery
• Vehicle towing and transportation
• Motorway breakdown assistance
• Accident recovery
• Jump-start services
• Mobile tyre replacement and fitting
• Battery assistance and replacement
• Auction vehicle collections
• Scheduled vehicle transportation
• Specialist recovery and roadside assistance

Where goods are supplied as part of a service, any applicable statutory rights relating to those goods remain unaffected.

6. THIRD-PARTY OPERATORS, SUBCONTRACTORS & SPECIALIST EQUIPMENT

6.1. CityGrip Recovery may fulfil bookings directly or through independent recovery operators, technicians and subcontractors.

6.2. By authorising dispatch, the customer permits CityGrip Recovery to make reasonable arrangements with third parties to fulfil the agreed service.

6.3. Where a customer cancels after third-party commitments have been made, CityGrip Recovery may recover legally enforceable and reasonably unavoidable costs arising from those commitments.

6.4. These may include committed attendance, transport, mobilisation, specialised loading equipment, winching or other specifically arranged services.

6.5. CityGrip Recovery will not impose duplicate charges or recover costs that have been avoided, refunded or otherwise recovered.

6.6. Where CityGrip Recovery is the customer's contracting service provider, using a subcontractor does not remove CityGrip Recovery's own statutory obligations.

7. STATUTORY CANCELLATION RIGHTS & IMMEDIATE SERVICE REQUESTS

7.1. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 govern statutory cancellation rights for qualifying distance and off-premises contracts.

7.2. Regulation 28 identifies contracts and circumstances excluded from the statutory cancellation rights in Part 3. These include certain specifically requested urgent repairs or maintenance and qualifying transport-of-goods services arranged for a specific date or period.

7.3. The application of any statutory exception depends on the nature and circumstances of the particular booking. No exception is presumed to apply solely because a booking is described as an emergency.

7.4. Where a statutory cancellation right applies and the customer expressly requests immediate service commencement, Regulation 36 governs commencement, payment for services supplied and the circumstances in which that right may be lost following full performance.

7.5. Any required customer request, acknowledgement and pre-contract information must be obtained or provided in accordance with the applicable Regulations.

7.6. Nothing in this policy imposes a cancellation charge contrary to those Regulations.

8. CONSUMER RIGHTS ACT 2015 & CONTRACTUAL ENFORCEMENT

8.1. This agreement is subject to the Consumer Rights Act 2015, including the statutory requirements concerning the fairness and transparency of consumer contract terms.

8.2. CityGrip Recovery expressly highlights the potential financial consequences of cancellation after dispatch and requires those terms to be presented before the customer commits to the booking.

8.3. A customer cancellation does not automatically eliminate an enforceable entitlement to payment for services properly supplied or legally recoverable losses caused by cancellation or breach.

8.4. Cancellation charges are intended to compensate CityGrip Recovery for legally recoverable losses and are not intended to operate as unlawful penalties.

8.5. CityGrip Recovery may pursue the recovery of enforceable contractual sums through appropriate civil proceedings.

8.6. Nothing in this agreement excludes or restricts consumer rights that cannot lawfully be excluded or restricted.

9. REFUNDS & FAILURE TO PROVIDE SERVICE

9.1. Where CityGrip Recovery cancels a booking without providing any of the agreed service, the customer will receive a full refund.

9.2. Where CityGrip Recovery fails to provide the service in accordance with the contract, the customer retains all remedies available under applicable consumer law.

9.3. Where a customer cancels and a lawful cancellation charge applies, CityGrip Recovery may apply payments already received towards that charge.

9.4. Any amount paid in excess of the lawful charge will be refunded.

9.5. Refunds required under statutory cancellation provisions will be processed within the applicable legal deadlines.

9.6. Refunds will ordinarily be made to the original payment method unless otherwise agreed or required by law.

10. PAYMENT DISPUTES, CHARGEBACKS & EVIDENCE

10.1. A customer who disputes a booking, cancellation charge or payment is encouraged to contact CityGrip Recovery promptly so that the circumstances can be investigated.

10.2. Where a card payment dispute is raised, CityGrip Recovery reserves the right to provide the payment processor, acquiring bank, issuing bank or relevant dispute-resolution body with available evidence, including:

• Booking confirmations and agreed quotations
• Cancellation terms disclosed before the booking
• Customer acceptance and dispatch authorisation
• Payment records
• Dispatch and attendance timestamps
• Driver communications and relevant location records
• Subcontractor commitments and invoices
• Customer cancellation communications
• Records demonstrating services supplied
• Lawful cancellation charge calculations

10.3. The initiation or success of a chargeback does not, by itself, determine every issue of contractual liability between the parties.

10.4. CityGrip Recovery reserves the right to pursue any independently enforceable outstanding debt, accounting for refunds and payments already recovered.

10.5. Nothing in this policy prevents a customer from exercising their rights through their card issuer, payment provider, relevant authority or the courts.

11. CUSTOMER OBLIGATIONS

11.1. Before authorising a booking, customers must provide accurate information concerning the vehicle, collection location, destination, accessibility and assistance required.

11.2. Customers must promptly notify CityGrip Recovery of changes affecting the booking.

11.3. A customer who no longer requires assistance must notify CityGrip Recovery immediately. Delay may increase legally recoverable costs incurred before dispatch can reasonably be stopped.

11.4. Customers must not assume that sending a cancellation request instantly stops a dispatched operator. CityGrip Recovery will take reasonable steps to notify the operator and avoid unnecessary further expenditure.

11.5. Customers are responsible for reviewing the booking price and cancellation conditions made available before confirming the service.

12. OUTSTANDING PAYMENTS & LEGAL RECOVERY

12.1. Where a lawful balance remains unpaid following cancellation, CityGrip Recovery may issue an invoice setting out the amount due and its basis.

12.2. The company reserves the right to pursue enforceable debts through the appropriate civil courts, subject to applicable procedural requirements.

12.3. Where proceedings are issued in England and Wales, CityGrip Recovery may seek recoverable court fees and interest where permitted, including where applicable under Section 69 of the County Courts Act 1984.

12.4. No recovery process will be used to demand unlawful penalties or sums exceeding the customer's enforceable liability.

13. POLICY ACCEPTANCE & INCORPORATION

13.1. These terms apply where they have been properly brought to the customer's attention and incorporated into the booking agreement before the customer commits.

13.2. CityGrip Recovery may request express written acceptance through WhatsApp, SMS, email or an online booking system.

13.3. A customer who confirms acceptance acknowledges that they have had the opportunity to review the cancellation conditions, including the warning concerning potential liability of up to 100% after dispatch.

13.4. Customer acceptance does not waive mandatory statutory rights or make an otherwise unfair term enforceable.

13.5. The terms applicable to a booking are those properly incorporated into the agreement at the time it was made. Subsequent policy changes do not retrospectively alter an existing contract without lawful agreement.

14. CONTACT & CANCELLATION NOTIFICATION

Cancellation requests and payment enquiries should be communicated promptly to:

CityGrip Recovery
Telephone: 07960 200253
Email: contact@citygriprecovery.co.uk
Website: https://citygriprecovery.co.uk

Customers should provide their booking reference, vehicle registration or other identifying booking information where available.

FINAL NOTICE

AUTHORISING IMMEDIATE DISPATCH MAY EXPOSE THE CUSTOMER TO CANCELLATION CHARGES OF UP TO 100% OF THE AGREED BOOKING PRICE, WHERE LEGALLY JUSTIFIED.

CUSTOMERS SHOULD NOT AUTHORISE DISPATCH UNLESS THEY UNDERSTAND AND ACCEPT THE POTENTIAL FINANCIAL CONSEQUENCES OF CANCELLATION.

All terms remain subject to applicable statutory consumer protection law.