Motor Response UK – Terms & Conditions

Effective Date: 1 January 2026

These Terms & Conditions apply to bookings, mobile call-outs, diagnostic
inspections, repairs, parts, labour and other automotive services supplied
under the Motor Response UK trading name.

Please read these Terms carefully before submitting a booking or making
payment. By submitting a booking form containing an acceptance of these
Terms, expressly accepting these Terms, authorising work, or making payment
after being provided with these Terms, you agree to be bound by them.

Nothing in these Terms excludes, restricts or overrides statutory
consumer rights or remedies which cannot lawfully be excluded or restricted.

1. Definitions

“Motor Response UK”, “we”, “us” and “our” means the business
providing the relevant service under the Motor Response UK trading name.
Full company and legal entity details are available on request and/or on
applicable invoices and contractual documentation.

“Customer” / “you” means the person making the booking,
authorising work, making payment, or otherwise entering into a service
contract with us.

“Customer Account” / “Online Customer Account” means the
electronic customer record maintained by Motor Response UK against which
payments, credits, invoices, charges and adjustments may be recorded.

“Account Credit” means a credit balance recorded against
the Customer Account which may be used towards eligible Motor Response UK
services, subject to these Terms.

“Booking” means an appointment, call-out, diagnostic
inspection, repair, parts order or other service requested from us.

“Service” includes mobile attendance, diagnostics,
inspection, fault finding, testing, repair, labour, parts supply and
associated automotive work.

2. Formation of Contract & Acceptance

2.1 A contract may be formed when Motor Response UK accepts a booking,
the customer submits an accepted booking form, expressly accepts these
Terms, makes payment following provision of these Terms, or expressly
authorises work.

2.2 Where our booking system contains a Terms & Conditions checkbox,
checking that box and submitting the booking constitutes express acceptance
of the Terms applicable to that booking.

2.3 Customers must not submit a booking or make payment unless they have
read and accepted these Terms.

2.4 We may retain electronic records showing the date, time and method by
which these Terms were accepted.

2.5 The version applicable to a booking is the version provided or made
available when the relevant contract is entered into. Later changes will
not retrospectively alter an existing contract unless agreed or required
by law.

3. Customer Account & Payments

3.1 Payments received by Motor Response UK are credited and recorded
against the customer’s Online Customer Account.

3.2 The appropriate balance is subsequently allocated against the booking,
diagnostic inspection, call-out, labour, parts or other services for which
the payment was made.

3.3 Recording a payment against the Customer Account does not change the
legal nature of the payment or remove statutory rights which the customer
may have.

3.4 Where a contractual refund or cancellation credit is due and applicable
law permits us to provide Account Credit, the appropriate amount will be
returned to the customer’s Motor Response UK Customer Account.

3.5 Account Credit is personal to the Customer Account and is ordinarily
non-transferable unless Motor Response UK agrees otherwise in writing.

3.6 Account Credit cannot ordinarily be withdrawn, exchanged for cash or
transferred to a bank account merely because the customer subsequently
decides not to use Motor Response UK.

3.7 Nothing in this section prevents a monetary refund where applicable
consumer law requires one.

4. Prices, Quotes & Additional Work

4.1 The customer will be informed of the applicable booking charge,
diagnostic fee, call-out charge, estimated repair price or other applicable
charges before becoming liable for them, subject to separately authorised
additional work.

4.2 Payment may be required in advance to confirm an appointment, reserve
technician availability, obtain parts or commence work.

4.3 A quotation is based upon information reasonably available at the time
it is provided.

4.4 Additional faults, seized components, hidden damage or additional work
identified after work begins are not automatically included within an
original quotation.

4.5 Where additional chargeable work becomes necessary, we will ordinarily
seek customer authorisation before proceeding.

5. Diagnostic Inspections & Call-Out Charges

5.1 A diagnostic inspection is an investigative professional service.
The diagnostic fee covers attendance, technician time, expertise, testing
and assessment and does not constitute a guarantee that the vehicle will
be repaired during the attendance.

5.2 Vehicle faults may be intermittent, concealed, mechanical, electrical,
electronic or caused by multiple interacting components.

5.3 A diagnostic inspection may therefore:

• identify the confirmed cause of a fault;
• identify the most probable cause;
• identify several possible causes;
• eliminate suspected causes;
• identify additional faults; or
• recommend further testing, dismantling or specialist investigation.

5.4 The fact that further investigation is required does not by itself mean
that the original diagnostic service was not provided.

5.5 Clearing a diagnostic trouble code does not constitute a representation
that the underlying fault has permanently been repaired.

6. Customer Cancellation & Account Credit

6.1 Subject to statutory cancellation rights, where a customer voluntarily
cancels a confirmed booking, Motor Response UK may deduct a reasonable
cancellation charge representing losses and costs reasonably arising from
the cancellation.

6.2 Our standard cancellation charge is up to £80. The
charge will not be imposed where doing so would be unlawful and may be
reduced or waived where appropriate.

6.3 Relevant costs may include:

• booking administration already undertaken;
• technician availability reserved for the customer;
• parts sourcing or ordering;
• supplier or parts-return charges;
• travel or preparation already undertaken;
• reasonable payment-processing costs where recoverable; and
• other direct losses reasonably arising from the cancellation.

6.4 Where permitted by law, any remaining contractual balance following
cancellation will ordinarily be returned to the customer’s
Motor Response UK Customer Account as Account Credit.

6.5 A monetary refund to the original payment method may be considered
in exceptional circumstances.

6.6 Where such a monetary refund is discretionary rather than required
by law, a cancellation charge of up to £80 may be deducted where that
charge reasonably reflects our recoverable loss.

6.7 Where applicable legislation requires a monetary refund, Motor Response
UK will provide the refund in accordance with that legislation and will not
make a deduction prohibited by law.

7. Distance & Off-Premises Bookings

7.1 Consumers entering into qualifying distance or off-premises contracts
may have statutory cancellation rights under the Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013.

7.2 Where the customer expressly requests that Motor Response UK commence
providing services during an applicable statutory cancellation period, the
customer may be required to pay for services supplied before cancellation
to the extent permitted by law.

7.3 Where a qualifying service has been fully performed following the
customer’s express request and acknowledgement concerning the applicable
cancellation right, that cancellation right may cease in accordance with
applicable law.

7.4 Nothing in these Terms removes a statutory cancellation right.

8. Rescheduling, Delays & Attendance

8.1 Motor Response UK provides mobile automotive services. Appointment
times are therefore generally provided as estimated arrival windows rather
than guaranteed arrival times unless expressly agreed otherwise.

8.2 Attendance may be affected by circumstances including:

• traffic and road conditions;
• previous jobs overrunning;
• unexpected complexity of preceding repairs;
• technician illness or emergency;
• parts delays;
• severe or unsafe weather;
• vehicle accessibility; and
• unsafe working conditions.

8.3 Where we cannot reasonably attend, we will seek to offer a replacement
appointment.

8.4 Nothing in this section permits Motor Response UK to retain a payment
contrary to a customer’s statutory rights where we fail to provide the
contracted service.

9. Repairs & Additional Vehicle Faults

9.1 Motor Response UK will perform services with reasonable care and skill.

9.2 Motor vehicles consist of interconnected mechanical, electrical and
electronic systems. Similar symptoms may be caused by several different
faults.

9.3 Replacement of a component does not constitute a guarantee that another
connected, underlying or subsequently failing component will not cause
similar symptoms.

9.4 Additional faults discovered following a repair will be assessed
separately unless they arise from a breach of our contractual or statutory
obligations.

10. 12-Month Parts Warranty, Inspection & Workmanship

10.1 – Warranty Period

Unless expressly stated otherwise in writing at the time of supply,
new parts supplied and fitted by Motor Response UK are covered by
our 12-month parts warranty, commencing from the date the relevant
part is fitted to the vehicle.

The warranty is provided in addition to, and does not replace, statutory
rights available under applicable consumer law.

10.2 – Defective Parts

Where a part supplied and fitted by Motor Response UK is confirmed following
reasonable inspection to have failed because of an eligible manufacturing
or material defect during the applicable 12-month warranty period,
Motor Response UK will, subject to these Terms:

• provide or fund an appropriate replacement part;
• make an applicable supplier or manufacturer warranty claim where appropriate; and
• provide the warranty attendance and diagnostic allowance described below.

Where reasonably possible, the replacement will be the same component.
Where the original component is unavailable, an appropriate equivalent may
be supplied.

10.3 – One Complimentary Warranty Call-Out

For each eligible reported warranty claim, Motor Response UK will provide
one warranty call-out / diagnostic inspection without an
additional call-out charge.

This warranty attendance includes up to
60 minutes of technician time.

The purpose of this attendance is to establish whether:

• the Motor Response UK supplied part has failed;
• the part qualifies for warranty replacement;
• the original installation or workmanship requires correction; or
• the reported problem is caused by an unrelated vehicle fault or external factor.

The complimentary warranty allowance is limited to
one attendance and a maximum of 60 minutes technician time for the
reported warranty claim.

10.4 – Additional Diagnostic Time

Where diagnosis, dismantling, testing or investigation exceeds the included
60-minute allowance, additional technician time will be charged at
Motor Response UK’s standard labour rate applicable at the time.

Where reasonably practicable, customer authorisation will be obtained
before separately chargeable investigation exceeding the included allowance
is undertaken.

10.5 – Replacement Part & Labour

Where the supplied part is confirmed to be defective and covered by our
commercial warranty, Motor Response UK will cover the cost of an eligible
replacement part.

Our commercial warranty additionally includes the one warranty call-out and
up to 60 minutes technician time described above.

Unless otherwise agreed in writing, labour exceeding that commercial
allowance may be chargeable at our standard labour rate, subject always
to any greater remedy to which the customer is entitled under applicable
consumer legislation.

10.6 – Workmanship

Where our investigation establishes that the problem was caused by Motor
Response UK’s workmanship rather than an independent failure of the part,
we will provide the remedy required by applicable consumer law.

Where appropriate, this may include repeating or correcting the affected
work without an additional labour charge.

The commercial 60-minute warranty allowance does not limit a greater remedy
which the customer is legally entitled to because Motor Response UK failed
to exercise reasonable care and skill.

10.7 – Warranty Exclusions

The commercial parts warranty does not cover problems caused by:

• normal wear and tear;
• accident, impact or collision damage;
• misuse or neglect;
• vehicle modifications;
• water ingress or contamination unrelated to the warranted component;
• incorrect fuel, oil, fluids or consumables;
• overheating caused by another vehicle fault;
• failure of another vehicle component or system;
• pre-existing faults;
• corrosion, rust or deterioration of surrounding components;
• customer-supplied parts;
• parts not supplied by Motor Response UK;
• subsequent third-party repairs or interference affecting our work; or
• unauthorised modification of the relevant repair or component.

10.8 – Warranty Inspection & Liability

Providing a warranty inspection does not constitute an admission that
Motor Response UK, its workmanship or a supplied component is responsible
for the reported problem.

Warranty responsibility will be determined following reasonable inspection
and diagnostic testing.

10.9 – Unrelated Faults

Where the warranty inspection establishes that the reported problem is not
caused by a warranted part or our workmanship, the complimentary warranty
inspection allowance will nevertheless be treated as having been used for
that reported warranty claim.

Any further diagnosis, repair, parts or labour requested by the customer
will be separately chargeable.

10.10 – Reporting Warranty Claims

Customers should notify Motor Response UK as soon as reasonably practicable
after becoming aware of a suspected warranty problem.

The vehicle should not continue to be driven where doing so could reasonably
cause additional damage or create a safety risk.

Motor Response UK must be given a reasonable opportunity to inspect the
vehicle and relevant component before third-party repair or replacement is
undertaken, except where emergency action is reasonably necessary.

We will not ordinarily reimburse unauthorised third-party diagnostic,
repair, recovery or replacement costs where Motor Response UK was not first
given a reasonable opportunity to investigate or remedy the matter, except
where the customer has a legal entitlement to recover those costs.

10.11 – Proof of Warranty

We may reasonably require the registration number, invoice, booking
reference or other information necessary to identify the original repair
before processing a warranty claim.

11. Pre-Existing Damage, Corrosion & Vehicle Condition

11.1 Customers acknowledge that vehicle repair frequently involves aged,
corroded, seized, brittle, weakened or previously repaired components.

11.2 Motor Response UK is not responsible for pre-existing damage or defects
which were not caused by our failure to exercise reasonable care and skill.

11.3 During reasonable repair procedures, components may fracture, seize,
strip, deteriorate or otherwise fail because of age, corrosion, previous
damage or previous repairs.

11.4 Where reasonably practicable, we will notify the customer if additional
work becomes necessary as a result.

11.5 Motor Response UK is not responsible for subsequent unrelated vehicle
failure merely because it occurs during or after our repair.

11.6 Nothing in these Terms excludes liability for vehicle damage directly
caused by our negligence, breach of contract or failure to exercise
reasonable care and skill where such liability cannot lawfully be excluded.

12. Customer-Supplied Parts

12.1 Where Motor Response UK agrees to install a customer-supplied part,
the customer is responsible for ensuring that the component is correct and
suitable for the vehicle.

12.2 We do not provide a parts warranty for components we did not supply.

12.3 Motor Response UK remains responsible for its own workmanship to the
extent required by law.

12.4 Additional labour resulting from an incorrect, defective or incompatible
customer-supplied component may be chargeable.

13. Losses & Liability

13.1 Subject to applicable consumer law, Motor Response UK is not responsible
for losses which were not reasonably foreseeable consequences of a breach
by us.

13.2 We are not ordinarily responsible for losses arising solely from the
vehicle’s underlying fault or mechanical failure, including vehicle downtime,
loss of use, alternative transport or loss of earnings.

13.3 Nothing in these Terms excludes or limits liability where doing so
would be unlawful, including liability for death or personal injury caused
by negligence.

14. Payment Disputes, Card Disputes & Chargebacks

14.1 A chargeback, card dispute, bank dispute, Direct Debit dispute or other
payment reversal does not itself determine whether an underlying contractual
debt exists.

14.2 Customers who believe a payment or service is incorrect are encouraged
to contact Motor Response UK promptly so that the matter can be investigated.

14.3 Nothing in these Terms prevents a customer from exercising a lawful
right to contact their bank, card issuer, payment provider, court or other
appropriate body.

14.4 Where a payment dispute or reversal is initiated, Motor Response UK
reserves the right to formally contest the dispute and provide relevant
evidence to the bank, card issuer, acquiring bank, payment processor,
debt-recovery provider or court.

Evidence may include:

• the booking form;
• Terms & Conditions acceptance records;
• date and time of electronic acceptance;
• payment records;
• invoices and receipts;
• customer emails, SMS or other communications;
• technician attendance records;
• lawfully recorded GPS or time-stamped attendance information;
• diagnostic reports and scan results;
• photographs and videos;
• parts invoices and supplier documentation;
• signed customer acknowledgements; and
• evidence that services, labour or parts were supplied.

14.5 A payment reversal does not automatically extinguish a valid contractual
debt.

14.6 Where an amount properly remains due following a payment reversal,
Motor Response UK reserves the right to issue an invoice or demand for the
outstanding amount and pursue lawful civil debt-recovery procedures.

14.7 Where appropriate, this may include commencing a County Court claim for
the outstanding contractual debt.

14.8 We may claim applicable court fees, statutory interest and other
recoverable costs only where permitted by law.

14.9 Motor Response UK will not describe a payment dispute as fraudulent
merely because a customer has legitimately exercised a right to dispute a
payment.

14.10 However, where deliberately false information, fabricated evidence or
material misrepresentation is identified, Motor Response UK reserves the
right to retain and rely upon relevant evidence in any payment dispute,
debt-recovery process or legal proceedings.

15. Ownership of Unpaid Parts & Payment Reversals

15.1 Where legally effective, title to goods supplied by Motor Response UK
remains with us until payment for those goods has been received in full.

15.2 A payment reversal does not grant Motor Response UK an automatic right
to enter private property or interfere with a customer’s vehicle.

15.3 We will not enter private property, immobilise a vehicle or remove an
installed component without customer consent or other lawful authority.

15.4 Where payment legitimately remains outstanding, Motor Response UK
reserves all lawful contractual and civil remedies for recovery of the debt
or property.

16. Complaints & Opportunity to Remedy

16.1 Customers should notify Motor Response UK promptly if they believe
services have not been performed correctly.

16.2 Complaints should preferably be submitted in writing so that an accurate
record can be maintained and the matter properly investigated.

16.3 We may reasonably request photographs, videos, invoices, diagnostic
reports or access to inspect the vehicle.

16.4 Customers should give Motor Response UK a reasonable opportunity to
inspect and, where appropriate, rectify alleged defective workmanship.

16.5 The complaints procedure does not prevent a customer from exercising
statutory rights or commencing lawful proceedings.

17. Customer Responsibilities

17.1 Customers must provide accurate vehicle, registration, location,
symptom and repair-history information to the best of their knowledge.

17.2 The vehicle must be reasonably accessible and located somewhere that
allows the technician to work safely and lawfully.

17.3 Customers must disclose known hazards, significant modifications and
relevant previous repairs.

17.4 If work cannot safely proceed, Motor Response UK may suspend or
reschedule the appointment.

17.5 The customer must provide reasonable access to the vehicle at the
agreed location and during the agreed attendance window.

18. Electronic Records & Evidence

18.1 Motor Response UK may retain records reasonably necessary for
administering bookings, providing services, managing warranties, resolving
payment disputes, defending or bringing legal claims and complying with
legal obligations, subject to applicable data-protection legislation.

18.2 Such records may include booking information, acceptance records,
communications, invoices, technician notes, diagnostic information and
vehicle photographs.

18.3 Electronic acceptance records may be relied upon as evidence of a
transaction where legally admissible.

19. Statutory Consumer Rights

19.1 Nothing in these Terms affects the customer’s statutory
rights.

19.2 Consumer services must be performed with reasonable care and skill and
goods supplied must satisfy the standards imposed by applicable consumer
legislation.

19.3 Where applicable law provides a customer with repeat performance,
repair, replacement, price reduction, refund or another mandatory remedy,
these Terms do not remove that entitlement.

19.4 Where any provision of these Terms conflicts with a mandatory statutory
right, the statutory provision will prevail and the remainder of these Terms
will continue to apply so far as legally possible.

20. Governing Law & Courts

20.1 These Terms are governed by the applicable law of England and Wales,
subject to mandatory consumer protections which may apply.

20.2 Nothing in these Terms unlawfully restricts a consumer’s right to bring
proceedings before a court having jurisdiction under applicable law.

21. Severability

21.1 If any provision of these Terms is found by a court or competent
authority to be unlawful, invalid or unenforceable, that provision will be
treated as modified to the minimum extent necessary or, where necessary,
removed.

21.2 The remaining provisions will continue in effect.

22. Changes to These Terms

22.1 Motor Response UK may update these Terms from time to time for future
bookings.

22.2 Updated Terms will not retrospectively alter an existing contract
unless agreed between the parties or required by law.

23. Business Details

Motor Response UK
Website: motorresponse.co.uk
Full company and legal entity details are available on request and are
provided on applicable invoices and contractual documentation.

Important Booking Acknowledgement

By checking the Terms & Conditions acceptance box and submitting your
booking, you confirm that you have been given the opportunity to read these
Terms before entering into the contract and agree to be bound by them.

You specifically acknowledge the provisions relating to advance payments,
Customer Account Credit, cancellation charges, diagnostic services,
the 12-month parts warranty, warranty inspection allowance, additional
labour, complaints and payment disputes.

These Terms do not affect your statutory consumer rights.