DMR Vehicle Recovery Ltd – Terms & Conditions

Company No: 14109612

By booking a service with DMR Vehicle Recovery Ltd (“DMR”, “we”, “our”, “us”), you (“the Customer”) acknowledge and agree to be bound by the following Terms & Conditions.

1. Recovery Services

1.1 All recoveries require payment of the callout fee in advance before a booking will be confirmed or attended.

1.2 The remaining balance must be paid in full upon the driver’s arrival, prior to commencement of recovery.

1.3 Impound recoveries must be paid in full at the time of booking. Please refer to Section 2.

1.4 The callout fee is non-refundable under all circumstances.

1.5 Cancellations are subject to the policy in Section 4.

2. Impound (Pound) Recoveries

2.1 All police pound recoveries require full payment by bank transfer (BACS only) at the time of booking. No exceptions.

2.2 All release documents must be provided via email prior to collection.

2.3 If the customer is not present, an administration fee of £55 will apply.

2.4 Failed collections are non-refundable for callout, admin, or waiting fees unless the failure is attributable solely to DMR (e.g., incorrect paperwork provided by us).

2.5 Standard callout fees remain applicable in all cases.

3. Transportation Services

3.1 All transportation bookings must be paid for in advance:

Payment is due no later than 3 working days before collection.
Bookings made less than 3 days in advance require immediate full payment.

3.2 Until cleared funds are received, bookings are not confirmed and DMR is under no obligation to carry out the service.

3.3 Any changes to pick-up/drop-off locations or vehicle condition (see Section 6) may result in additional charges.

4. Payments & Cancellations

4.1 Payment methods: BACS, cash, or debit/credit card by payment link.

4.2 Any recovery costing over £150 must be paid via BACS only.

4.3 Callout fees may be paid by card as long as they do not exceed £150, with the remaining balance payable in cash upon arrival.

4.4 All funds must be cleared before the vehicle is loaded.

4.5 Cancellations:

Prior to driver dispatch: £55 cancellation fee applies.
After dispatch: customer is liable for callout fee, mileage, tolls, congestion/ULEZ charges, and time already incurred.
On arrival: full recovery fee is payable, no exceptions.

5. Waiting Times

5.1 Standard waiting time allowance is 15 minutes free of charge.

5.2 Thereafter, a £55 waiting fee per hour will apply. And this would then include the first 15 Minutes.

5.3 After this time you will be informed you will now start to incur charges and given the option to continue the recovery or cancel it. All fees incurred up until this time are still payable.

5.4 After the first hour has elapsed it will be up to our discretion to cancel the job unless it is an impound job. All fees are still payable.

5.5 Maximum waiting time is 2 hours, after which the job will be cancelled, and all fees must be paid.

6. Vehicle Condition & Price Adjustments

6.1 Prices quoted are based on the information provided by the Customer.

6.2 Additional charges may apply if the vehicle:

Differs in condition from that stated or any key information withheld (e.g., stuck in gear, unable to steer, immobilised wheels, missing steering locks no keys etc).
Is in an unusual position (e.g., overturned, trapped, underground car park, tight access).
Exceeds manufacturer’s stated weight or ride height.

6.3 DMR reserves the right to refuse recovery if undisclosed conditions make the job unsafe or impractical.

7. Insurance & Liability

7.1 DMR is strictly only responsible for vehicles while loaded on or in our recovery vehicles.

7.2 All vehicles are covered under our Carriage of Vehicles Motor Trade Insurance Policy (copy available on request) up to £80,000. Additional cover may be arranged at the Customer’s expense.

7.3 DMR is not liable for delays or cancellations caused by factors beyond our control, including but not limited to: traffic, roadworks, weather, accidents, garages opening hours or breakdowns.

7.4 We will make all reasonable efforts to deliver vehicles as close as possible to the agreed drop-off point, subject to vehicle access limitations.

7.5 Any damage not reported at the time of delivery will not be accepted.

7.6 DMR is not liable for:

Damage not caused by our negligence.
Acts of God (e.g., storm damage, bird strikes).
Costs of hire cars, replacement vehicles, or consequential losses.

7.7 For accident, theft, vandalism damage or immobilised vehicles, DMR accepts no liability for additional damage caused during loading/unloading or securing, including but not limited to further wheel/suspension damage, damaged parts catching, removal of damaged parts, or damage caused by placing such parts inside the Customer’s vehicle.

8. Passenger & Safety Policy

8.1 Passengers travel at their own risk and must comply with all operator instructions.

8.2 Customers and passengers must not:

Interfere with the recovery process.
Approach or distract the operator during loading/unloading.
Enter/exit recovery vehicles without permission.

8.3 Safety rules:

Seatbelts must be worn at all times.
No smoking, vaping, eating, or drinking in recovery vehicles.
Pets/animals are not permitted in recovery vehicles (they may remain in the Customer’s vehicle if safe and secure).

9. Customer Conduct

9.1 DMR operates a zero-tolerance abuse policy.

9.2 We reserve the right to cancel any job immediately in cases of:

Violence, aggression, rudeness, spitting, or abusive language.
Failure to comply with safety instructions.
Unsafe or unhygienic behaviour (including soiled clothing, bleeding, or intoxication).

9.3 In such cases, all fees will remain payable, and no refunds will be issued.

10. Acceptance of Terms

By accepting a quotation or making a booking, the Customer is deemed to have read, understood, and accepted these Terms & Conditions in full.