1. Introduction
By booking, authorising collection, or using an AFB Recovery service, you agree to these Terms & Conditions. We may also agree job-specific details with you in writing, by phone, or through the online quote service.
A quote is based on the information available at the time. The final service may need to be adjusted if the vehicle, location, access, condition, or requested destination differs from the information provided.
2. Bookings and payment
We may request a deposit where a booking is high-risk, requires significant resources, or needs upfront security. Unless we agree otherwise, the service fee becomes due when the recovery vehicle is dispatched.
Payment is normally taken on arrival at the scene or before the vehicle is unloaded at its destination. Commercial, fleet, or repeat-use customers may have separate written account terms; otherwise, invoices are payable on receipt.
3. Quotes, pricing, and additional work
Prices are based on the agreed collection and destination, vehicle type and condition, access and loading requirements, recovery complexity, equipment, and expected time. A change to any of these factors may change the final price.
Additional time, equipment, personnel, recovery complexity, waiting, storage, or changes requested after dispatch may incur additional charges. We will explain material changes where it is practical and safe to do so.
4. Cancellations
Cancellation terms depend on when the cancellation is received and whether resources have already been committed. Bookings cancelled with sufficient notice may be refunded where applicable, subject to any agreed deposit or charge.
A booking cancelled at short notice, after dispatch, or when the vehicle is ready for collection may be chargeable. The quote or booking confirmation may contain more specific cancellation terms for that job.
5. Vehicle condition, access, and customer responsibilities
You must provide accurate information about the vehicle, its condition, location, access, keys, load, modifications, and intended destination. You must tell us about hazards, restrictions, or anything that could affect safe loading or transport.
- Make the vehicle and collection point reasonably accessible where it is safe to do so.
- Keep keys, documents, and agreed collection information available.
- Remove valuables and personal items before collection unless we agree otherwise.
- Tell us if a third party, garage, bodyshop, insurer, finance company, or other organisation is involved.
- Follow reasonable safety instructions from the recovery team and do not place yourself in danger at the roadside.
6. Recovery, transport, and storage
We will discuss the most suitable recovery or transport option based on the information available. A vehicle may be taken to your home, a chosen garage, bodyshop, dealership, insurer-approved destination, our yard, or another agreed location.
If a vehicle cannot be delivered because the destination is inaccessible, closed, refuses delivery, or is otherwise unsuitable, we may need to agree another destination or storage arrangement. Storage charges may apply while a vehicle is awaiting instructions, collection, insurer authorisation, or payment.
Vehicles left in our care are stored securely but at the owner’s risk, subject to our liability under these terms and applicable law. A vehicle will normally only be released once outstanding recovery, transport, storage, and related charges have been paid or otherwise agreed in writing.
7. Liability
We take reasonable care when loading, transporting, storing, and unloading vehicles. We are not responsible for pre-existing damage, collision damage, mechanical or structural failure, items left inside a vehicle, or loss caused by inaccurate information, unsafe access, modified or weakened recovery points, or a third party.
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence or for fraud. Subject to applicable law, our liability is limited to the cover provided by our relevant insurance policies and the direct loss caused by our negligence.
These terms do not replace or extend your own motor insurance or any cover provided by an insurer, finance company, breakdown provider, or other third party.
8. Third-party instructions
Where we act on instructions from an insurer, finance company, garage, fleet operator, business, or another third party, the person or organisation arranging the service remains responsible for providing accurate instructions and ensuring the vehicle can be collected or delivered.
Unless we agree otherwise in writing, the customer remains responsible for charges resulting from third-party errors, delays, access problems, refusal to accept delivery, or changes to instructions.
9. Insurance and accident recoveries
AFB Recovery works with major insurance companies and may be able to bill an insurer directly where the insurer has approved this. Any insurer billing, recovery, storage, or administration arrangement remains subject to the insurer’s authorisation and terms.
If an insurer declines, reduces, delays, or refuses payment, the customer remains responsible for charges that are not paid by the insurer. Storage charges may continue while approval, instructions, or payment are pending.
We can provide invoices and relevant recovery information to support an insurance claim, but we cannot control an insurer’s decision or payment timescales.
10. Company information and acceptance
AFB Recovery is a trading name of Goodfellows Recovery Ltd, registered in Scotland under company number SC859354.
Legal entity: Goodfellows Recovery Ltd. Company number: SC859354. Registered office: Newton Farm, Dyce, Aberdeen, Scotland, AB21 0HJ. Operational address: Newton Farm, Dyce, Aberdeen, AB21 0HJ.
These terms are accepted when you book, authorise collection, allow a vehicle to be recovered, or use an AFB Recovery service. We may update these terms from time to time; the terms applying to a booking are the version in effect when the service is agreed, unless the law requires otherwise.