Terms of Service

1. Introduction

Welcome to RoadHub. These Terms of Service ("Terms") govern your use of our roadside assistance services, including mobile battery replacement and emergency jump start services across London.

By booking our services, you agree to these Terms. Please read them carefully before making a booking.

2. Services We Provide

2.1 Service Description

RoadHub provides mobile roadside assistance services in London, including:

• Emergency jump start services for vehicles with dead or flat batteries
• Mobile battery replacement and fitting at your location
• Battery diagnostic services
• Roadside technical support

2.2 Service Coverage

Our services are available across London and surrounding areas. Specific coverage areas are displayed during the booking process. We reserve the right to decline bookings outside our service area.

2.3 Service Hours

Service availability and response times are displayed during booking. While we strive to meet estimated arrival times, these are approximate and may be affected by traffic, weather, or technical factors beyond our control.

3. Booking and Appointments

3.1 Making a Booking

To book our services, you must:

• Provide accurate vehicle registration details
• Provide accurate contact information (name, phone number, email)
• Provide accurate location information
• Select an available service time
• Complete payment as required

3.2 Booking Confirmation

Your booking is confirmed when:

• You receive a confirmation email with booking reference number
• Payment has been successfully processed (for full payment bookings)
• Deposit has been received (for deposit-based bookings)

3.3 Vehicle Information Accuracy

3.4 Location Access

You must ensure:

• The vehicle is accessible at the specified location
• Adequate space for our technician to work safely
• Compliance with parking regulations and building access requirements
• You or an authorized representative is present during service delivery

4. Cancellation and Rescheduling

4.1 Your Cancellation Rights

4.2 Emergency Cancellations

If you need to cancel due to genuine emergency circumstances, contact us immediately. We will review cancellations on a case-by-case basis.

4.3 Our Right to Cancel

We may cancel or reschedule your booking if:

• Weather or road conditions make service unsafe
• Technician illness or emergency prevents attendance
• Vehicle cannot be serviced as described in your booking
• You provide false or misleading information

If we cancel your booking, you will receive a full refund within 5-7 working days.

4.4 Rescheduling

You may reschedule your booking free of charge if done more than 24 hours before the appointment. Rescheduling within 24 hours is subject to availability and may incur a £15 administration fee.

4.5 On-Site Cancellation (Battery Replacement)

If you change your mind about the service or no longer require battery replacement once our technician has arrived, please be aware that this callout fee is non-negotiable and will be collected before the technician departs.

5. Pricing and Payment

5.1 Pricing

All prices are displayed in GBP (£) and include VAT at the applicable rate. Prices are confirmed at the time of booking and include:

• Labour and technician callout
• Battery (for battery replacement services)
• Installation and fitting
• Waste disposal of old battery (where applicable)

5.2 Payment Methods

We accept payment via:

• Credit/debit cards (Visa, Mastercard, American Express)
• Apple Pay and Google Pay
• Online bank transfers (for certain bookings)

All payments are processed securely through our payment provider, Stripe.

5.3 Payment Options

Full Payment: Pay 100% at time of booking

Deposit Option: Pay a deposit (amount specified during booking) with balance due on completion of service. If balance is not paid, we reserve the right to remove the battery or reverse the service.

5.4 Additional Charges

Additional charges may apply for:

• Services outside standard coverage area (distance charges)
• Specialist batteries not included in standard pricing
• Additional work required beyond standard battery fitting
• Callout fees if service cannot be completed due to customer-provided incorrect information

5.5 Refunds

Refunds are processed according to our cancellation policy (Section 4). Refunds are issued to the original payment method within 5-7 working days.

We do not provide refunds after service completion except in cases of:

• Service defects covered by our warranty (Section 6)
• Proven negligence or breach of contract by RoadHub

6. Battery Guarantee

6.1 Battery Guarantee Terms

All batteries supplied and installed by RoadHub are covered by our comprehensive Battery Guarantee. The guarantee period is displayed during booking and stated on your invoice, covering defects in materials and workmanship attributable to manufacturing defects or our installation work.

6.2 Guarantee Overview

Key features of our Battery Guarantee include:

• Guarantee period as displayed at booking and on invoice
• Free replacement for confirmed manufacturing defects
• On-site mobile testing within the M25 area
• Postal testing option for customers outside the M25
• 90-day installation workmanship guarantee

6.3 Guarantee Exclusions

The Battery Guarantee does not cover (summary only - see full Battery Guarantee for complete exclusions):

• Damage from abuse, misuse, accident, or neglect
• Discharge caused by vehicle electrical faults, parasitic drains, or accessories left on
• Improper charging (overcharging, deep discharge, sulphation)
• Physical damage, including broken terminals or case damage
• Normal wear from charge-discharge cycles
• Batteries modified or serviced by third parties
• Prolonged storage without appropriate maintenance

6.4 Claim Procedure

To make a guarantee claim:

1. Contact RoadHub promptly upon discovering any battery issue
2. Provide your booking reference and proof of purchase
3. Do not arrange third-party replacement without prior RoadHub testing
4. A £40 testing deposit may be required (refundable if fault confirmed)

7. Limitations and Exclusions

7.1 Service Limitations

We cannot provide services for:

• Vehicles requiring specialist batteries not carried in our inventory
• Vehicles with electrical system damage requiring garage repair
• Vehicles in locations our technicians deem unsafe
• Vehicles with security or access features preventing battery replacement
• Vehicles with manufacturer-specific battery coding requirements beyond our capability

7.2 Your Responsibilities

You are responsible for:

• Ensuring the vehicle is in a safe location for service
• Accurate vehicle information during booking
• Payment of balance (if deposit option selected)
• Maintaining the battery according to manufacturer recommendations
• Ensuring the vehicle's electrical system is functioning correctly

7.3 What We Don't Cover

Our services do not include:

• Diagnosis or repair of electrical faults not related to the battery
• Towing or recovery services
• Repairs to battery terminals or cable connections (unless specifically booked)
• Jump starts for vehicles with faulty alternators or charging systems (we will advise, but cannot guarantee)

7.4 Scope of Battery Installation Service

No Pre-Installation Testing Obligation

RoadHub has no responsibility or obligation to carry out any diagnostic tests, electrical system checks, or vehicle inspections prior to battery installation. When you request battery installation, you are instructing us to proceed with the replacement and we will do so. The decision to replace the battery is yours, and we act on your instruction.

Battery Installation Only

You expressly acknowledge and agree that RoadHub is engaged solely to install a battery. We are not engaged to:

• Diagnose why your vehicle will not start
• Guarantee that your vehicle will start after battery installation
• Identify or repair underlying vehicle faults
• Restore your vehicle to a working or running condition

Payment Due Regardless of Vehicle Condition

Our contract with you is for the supply and installation of a battery. That contract is fulfilled when the battery has been correctly installed. The functionality of your vehicle following installation is dependent on factors outside our control and outside the scope of our service.

Customer Acknowledgement

By proceeding with a battery replacement booking, you confirm that you understand and accept that:

• You are requesting battery installation only
• We have no obligation to test or diagnose your vehicle before installation
• We do not guarantee your vehicle will start or function after installation
• Full payment is due upon completion of installation, regardless of vehicle condition
• We are not liable for pre-existing vehicle faults discovered after installation

8. Liability

8.1 Our Liability to You

We accept full liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be limited under UK law

8.2 Limitation of Liability

Subject to Section 8.1, our total liability to you for any loss or damage is limited to the amount you paid for the service in question.

We are not liable for:

• Indirect or consequential losses (e.g., loss of earnings, missed appointments)
• Vehicle damage pre-existing the service
• Damage caused by your failure to follow our technician's instructions
• Loss or damage due to inaccurate vehicle information provided by you
• Delays caused by factors beyond our reasonable control (traffic, weather, road closures)

8.3 Vehicle Damage

8.4 Data and Electronic Systems

Modern vehicles store data in memory that may be lost during battery disconnection. We are not liable for:

• Loss of radio codes, clock settings, or trip computer data
• Electronic system resets requiring dealer reprogramming
• Loss of adaptive learning data in engine management systems

9. Your Legal Rights

These Terms do not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. You have legal rights in relation to services not carried out with reasonable care and skill. For more information, visit Citizens Advice.

10. Data Protection and Privacy

We process your personal data in accordance with our Privacy Policy and UK GDPR. By using our services, you consent to such processing. Please review our Privacy Policy for full details.

11. Complaints and Disputes

11.1 Making a Complaint

If you are unhappy with our service:

1. Contact us at complaints@roadhub.app or 020 8058 8161
2. Provide your booking reference and details of the issue
3. We will acknowledge within 2 working days
4. We aim to resolve complaints within 14 days

11.2 Dispute Resolution

If we cannot resolve your complaint to your satisfaction, you may:

• Refer the matter to an Alternative Dispute Resolution (ADR) provider
• Pursue legal action through UK courts

We will work with you to resolve disputes fairly and efficiently.

11.3 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. General Terms

12.1 Changes to These Terms

We may update these Terms from time to time. Changes will be posted on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance. For material changes, we will notify you by email where possible.

12.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

12.3 Entire Agreement

These Terms, together with our Privacy Policy and booking confirmation, constitute the entire agreement between you and RoadHub.

12.4 No Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision.

12.5 Third Party Rights

These Terms are between you and RoadHub. No third party has rights to enforce any term under the Contracts (Rights of Third Parties) Act 1999.

12.6 Assignment

You may not transfer your rights or obligations under these Terms. We may transfer our rights and obligations to another organisation, but this will not affect your rights under these Terms.

13. Contact Information

For questions about these Terms of Service: