TERMS AND CONDITIONS

UCG RECOVERY OPERATIONS LTD — TERMS AND CONDITIONS OF SERVICE
Last Updated: October 2026

1. Company Information & Definitions

1.1. "The Company", "We", "Us", or "Our" refers to UCG RECOVERY OPERATIONS LTD, registered in England and Wales, trading from Gallyhill Farms, Waltham Abbey, EN9 2AG, United Kingdom (Email: info@ucgrecoveryoperations.co.uk | Telephone: 020 4572 9921).
1.2. "Customer", "You", or "Your" refers to the individual, business, or entity booking recovery, winching, or vehicle transportation services.
1.3. "Vehicle" refers to the car, van, motorcycle, or light commercial vehicle specified for recovery or transport.
1.4. "Services" refers to emergency roadside recovery, accident recovery, scheduled vehicle transport, auction collections, or winching provided by the Company.

2. Quotations, Pricing & Surcharges

2.1. Standard mileage rates are calculated at £1.80 per mile or as otherwise agreed in writing. Distance is measured via standard road routing software from collection postcode to destination postcode.
2.2. All quotations are subject to:

  • The vehicle being accessible, rolling, steering, and having functional brakes unless explicitly booked as a damaged/non-runner in advance.

  • Accurate pickup and delivery information provided by the Customer.
    2.3. Additional charges apply in the following circumstances:

  • Waiting Time: The first 15 minutes on-site at collection and delivery are free of charge. Thereafter, waiting time is billed at £40.00 per hour (charged in 15-minute increments).

  • Tolls & Clean Air Zones: Dartford Crossing fees, Congestion Charges, ULEZ fees, and motorway toll charges incurred directly for the execution of the job are chargeable to the Customer unless explicitly included in a fixed quote.

  • Specialist Recovery: Extra winching, missing tow eyes, locked wheels, lost keys, or ground clearance complications requiring skateboards or dollies will incur supplementary fees.

3. Bookings, Cancellations & Aborted Journeys

3.1. A booking is legally confirmed once accepted verbally, by text/WhatsApp, or in writing, and an ETA or booking confirmation is issued.
3.2. Emergency Callouts: Due to the rapid dispatch model of emergency recovery, once a recovery vehicle has departed the operating base or is en route, any cancellation by the Customer will incur an Aborted Callout Feecovering travel, time, and mileage.
3.3. Scheduled Transport: Cancellations for pre-booked auction collections or vehicle moves must be made at least 12 hours prior to the booked slot. Cancellations made within 12 hours will be billed at 50% of the agreed total or a standard £60 callout charge (whichever is greater).
3.4. If the Company arrives at the pickup address and the vehicle is not released, keys are unavailable, or the premises are inaccessible, the full journey charge remains payable.

4. Auction Collections (Copart, BCA, Synetiq, Auctions)

4.1. For all auction collections, the Customer must supply accurate lot numbers, buyer IDs, collection PINs, and ensure all auction house release fees and storage costs have been settled in advance.
4.2. The Company accepts no responsibility for storage fees or entry refusals resulting from unpaid auction invoices or incorrect collection credentials supplied by the Customer.
4.3. Any waiting time accrued at auction holding yards beyond 30 minutes due to auction release delays will be billed at standard waiting time rates (£40/hr).

5. Customer Obligations & Warranties

5.1. The Customer warrants that they are the legal owner of the vehicle or possess explicit legal authority from the owner to contract the Company for recovery or transportation.
5.2. The Customer warrants that the vehicle contains no hazardous materials, illegal goods, contraband, or loose dangerous items. The Company accepts no liability for items left inside the vehicle.
5.3. The Customer or an authorised representative must be present at collection and delivery to sign handover documentation or vehicle condition inspection reports where requested.

6. Vehicle Condition, Damage & Insurance

6.1. The Company maintains comprehensive Motor Trade Road Risk and Goods-in-Transit insurance.
6.2. Before loading, our driver will conduct a walk-around inspection to note pre-existing mechanical, panel, wheel, or bodywork damage. The Customer accepts that non-running, accident-damaged, or salvage vehicles may have pre-existing chassis or cosmetic faults not visible upon initial collection.
6.3. The Company will not be held liable for:

  • Wear and tear, stone chips, electrical failures, punctures, or mechanical component failures occurring naturally during loading or transport.

  • Damage arising from rusted, corroded, or modified jacking points, towing eyes, or suspension components failing under standard loading tension.

  • Any indirect or consequential losses, including loss of business, hire car costs, hotel costs, or loss of profits.

7. Payment Terms & Lien over Goods

7.1. Payment is due immediately upon delivery of the vehicle unless a prior commercial credit facility has been agreed in writing.
7.2. Payment methods accepted include BACS transfer, debit/credit card, and cash upon arrival.
7.3. Right of Lien: In the event of non-payment upon delivery, the Company exercises a legal possessory lien over the vehicle and any personal items therein under English law. The Company reserves the right to retain the vehicle at its secure compound (Gallyhill Farms, Waltham Abbey) and levy a daily storage charge of £35.00 + VAT per day until the balance and accrued storage are cleared in full.
7.4. If accounts remain unpaid after 30 calendar days, the Company reserves the statutory right to sell or dispose of the goods in accordance with the Torts (Interference with Goods) Act 1977 to recover outstanding debts.

8. Force Majeure & Severe Delays

8.1. The Company will make every reasonable effort to meet stated arrival times and deadlines. However, the Company accepts no liability for delays caused by circumstances outside its control, including severe road traffic accidents, adverse weather, road closures, civil disturbances, or equipment breakdown.

9. Governing Law

9.1. These Terms and Conditions shall be governed by, and construed in accordance with, the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the Courts of England and Wales.