FloTek Recovery – Terms & Conditions
Last updated: Friday 7th November
Business: FloTek Recovery (“we”, “us”, “our”)
Location: Scotland
By booking or using any service provided by FloTek Recovery, you (“you”, “the customer”) agree to these Terms & Conditions.
1. Definitions
- “Services” – any breakdown assistance, roadside repair, recovery, vehicle transport, accident recovery, storage or related services provided by us.
- “Vehicle” – any car, van, motorcycle, light commercial vehicle or other vehicle we agree to handle.
- “Call-out” – any request for us to attend your vehicle, whether or not recovery or repair is carried out.
- “Territory” – services primarily operating within Scotland, including but not limited to Glasgow and surrounding areas. National recoveries may be provided where agreed.
2. Scope of Services
2.1 We provide:
- Roadside breakdown assistance (where safe and reasonably practicable).
- Recovery and transport of vehicles following breakdown, accident, or non-start.
- Movement of vehicles between locations (e.g. home, garage, storage).
- Recovery of motorcycles and, where specified, electric and hybrid vehicles.
- Short-term vehicle storage, where available and agreed.
2.2 All Services are subject to availability, road and weather conditions, safety considerations, legal restrictions, and the capabilities of our vehicles and equipment.
2.3 We are not a repair garage. Any repairs attempted at the roadside are temporary or minor fixes only, and no guarantee is given that they will permanently resolve the fault.
3. Booking & Contract Formation
3.1 A contract is formed when you:
- Request our attendance (by phone, web, or through a third party), and
- We confirm we can assist (verbally or in writing), or
- We attend your vehicle at your request.
3.2 If you book on behalf of another person, you confirm you are authorised to bind them to these Terms & Conditions.
3.3 Where our services are arranged via your insurer, warranty provider, fleet manager or other third party, additional or different terms may apply under their contract. You remain responsible for any charges they do not cover.
4. Customer Responsibilities
You agree to:
4.1 Provide accurate details about your location, vehicle, fault and any hazards.
4.2 Ensure the vehicle is accessible, legal to move, and not overloaded or carrying prohibited/illegal goods.
4.3 Remove valuables and personal belongings before recovery or storage. We are not responsible for loss or damage to items left in the vehicle (see section 11).
4.4 Follow all safety instructions given by our staff at the roadside.
4.5 Ensure an authorised person is present at collection and drop-off locations, unless otherwise agreed.
If information you provide is incomplete or incorrect, additional charges may apply or we may be unable to complete the job.
5. Pricing, Estimates & Payment
5.1 Our charges may include:
- Call-out fees
- Mileage and recovery/transport fees
- Tolls, parking, ferry charges, low emission/congestion fees (if applicable)
- Waiting time, additional labour and special equipment (e.g. winching, off-road recovery)
- Storage fees where a vehicle is held at our premises.
5.2 Any price given before attending is normally an estimate based on the information you provide. If the situation is different (e.g. inaccessible location, additional work, larger vehicle), we may revise the price before proceeding.
5.3 Unless we agree otherwise in writing:
- Payment is due immediately on completion of the Service, by cash, card or other accepted method.
- For account or business customers, payment terms will be as agreed in writing; late payment may incur interest and charges.
5.4 All prices are inclusive/exclusive of VAT as stated (update according to your VAT status).
6. Cancellations & Aborted Jobs
6.1 You may cancel a booking by contacting us as soon as possible.
6.2 We reserve the right to charge a cancellation or abort fee where:
- Our driver has already been dispatched;
- We arrive and the vehicle has left or assistance is no longer required;
- We cannot safely access or recover the vehicle for reasons outside our control;
- You refuse the Service after we have attended.
6.3 Any statutory rights you have as a consumer under the Consumer Rights Act 2015 and related legislation remain unaffected.
7. Service Limitations & Safety
7.1 We may decline or stop a Service if, in our reasonable opinion:
- It would be unsafe or unlawful to proceed;
- The vehicle’s condition, load, or location makes recovery impractical with available equipment;
- Weather, traffic or police instructions prevent safe operation.
7.2 Where possible, we will offer an alternative solution or quotation (e.g. specialist equipment or delayed recovery).
7.3 We operate in line with relevant UK health & safety law and recognised industry standards for recovery operations (including PAS 43 where applicable).
8. Destinations, Storage & Unattended Vehicles
8.1 Unless otherwise agreed, recovery is to one agreed destination (e.g. local garage, home address or storage facility).
8.2 Additional mileage, extra drop-off points or onward transport may be charged separately.
8.3 If no destination is agreed, or the chosen destination cannot accept the vehicle, we may move the vehicle to our storage facility (or a third-party facility) and apply daily storage and handling charges.
8.4 We may require proof of ownership or authority to release a stored vehicle. Storage releases may be limited to set opening hours.
9. Lien (Right to Hold the Vehicle)
9.1 We may retain possession of your vehicle and/or keys until all outstanding charges have been paid in full.
9.2 If charges remain unpaid and reasonable attempts to contact you fail, we may take further steps in accordance with applicable law, which may include selling the vehicle to recover costs. Any surplus (after lawful costs) will be held or returned to you where contact is possible.
10. Condition of Vehicle & Damage
10.1 You acknowledge that recovery may involve loading, unloading and towing vehicles that are already damaged, immobilised or in a vulnerable condition.
10.2 We will exercise reasonable care and skill in providing the Services, as required by law.
10.3 We are not responsible for:
- Existing damage or faults;
- Minor cosmetic damage that may reasonably occur during proper recovery of a severely damaged or modified vehicle (e.g. low suspension, bodykits, non-standard accessories), where risks were explained or are inherent.
10.4 Any alleged damage must be reported to us:
- As soon as reasonably possible; and
- Before any repairs are carried out (to allow inspection).
11. Liability
11.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by our negligence, fraud, or any liability which cannot lawfully be excluded.
11.2 Subject to 11.1, our total liability for loss or damage arising out of any single incident is limited to:
- The reasonable cost of repair or market value of the vehicle (whichever is lower); and
- Does not include indirect or consequential losses such as loss of earnings, loss of business, missed appointments, hire car costs or accommodation, unless required by law.
11.3 We are not liable for loss of or damage to personal belongings or goods left in or on the vehicle, whether during transit or storage. You are responsible for removing valuables before we recover or store the vehicle.
11.4 You are responsible for any loss, damage or additional costs caused by your failure to comply with these Terms, including providing inaccurate information or failing to disclose modifications, hazardous loads or unsafe conditions.
12. Insurance
12.1 FloTek Recovery maintains appropriate road risk, public liability and (where applicable) goods-in-transit / recovery operator insurance.
12.2 Provision of Services is always subject to the terms and limits of our insurance policies and any applicable law.
13. Data Protection & Privacy
13.1 We process personal data (such as your name, contact details, location and vehicle information) to provide our Services, manage bookings, handle payments and meet legal obligations.
13.2 We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
13.3 We will:
- Only collect information that is relevant and necessary;
- Store it securely and retain it only for as long as needed;
- Not sell your personal data;
- Share it only with trusted third parties where necessary (e.g. payment processors, insurers, garages, law enforcement where required).
13.4 You have rights to access, correct or request deletion of your personal data, subject to legal retention requirements. Full details are set out in our Privacy Policy [link on your site].
14. Complaints
14.1 If you are unhappy with our Service, please contact us promptly with details of the issue.
14.2 We will investigate and aim to respond within a reasonable timescale.
14.3 Using our complaints process does not affect any statutory rights you may have.
15. Force Majeure (Events Beyond Our Control)
We are not liable for any delay or failure to perform our obligations where caused by events beyond our reasonable control, including severe weather, road closures, accidents, police or emergency restrictions, industrial action, power/network failures or equipment breakdowns (where we have taken reasonable steps to maintain our fleet).
16. Changes to These Terms
We may update these Terms from time to time. The version in force at the time of your booking or call-out will apply to that Service. Updated Terms will be posted on our website with the “Last updated” date.
17. Governing Law & Jurisdiction
These Terms, and any disputes arising from them or from our Services, are governed by the laws of Scotland. The Scottish courts have exclusive (or, if you are a consumer, non-exclusive) jurisdiction.
18. Contact Details
FloTek Recovery
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Tel: [Insert phone number]
Email: [Insert contact email]
Web: [Insert website URL]