RAPID RESPONSE MOBILE MECHANIC LTD
Trading as Mobile Mechanic Colchester
Terms and Conditions of Service
TERMS AND CONDITIONS OF SERVICE
IMPORTANT CONTRACT NOTICE
By (a) paying any fee, (b) placing a booking request, or (c) allowing us to attend site or commence work, you confirm that you have read, understood and agreed to these Terms and Conditions in full. These Terms constitute a legally binding contract between you and Rapid Response Mobile Mechanic Ltd (trading as Mobile Mechanic Colchester).
If you do not agree, you must not make payment, request a booking, or permit attendance or work to begin.
IMPORTANT NOTICE ABOUT OUR BUSINESS STATUS AND AFFILIATION
Rapid Response Mobile Mechanic Ltd has taken over the trading operations of Mobile Mechanic Colchester. First Response Mobile Mechanic Colchester Ltd is dissolved and under liquidation and is no longer affiliated with, associated with, or acting in partnership with Rapid Response Mobile Mechanic Ltd. Any bookings, payments, warranties, liabilities, disputes, claims, or obligations relating to First Response Mobile Mechanic Colchester Ltd remain solely with that entity and its appointed insolvency practitioner, unless Rapid Response Mobile Mechanic Ltd expressly agrees otherwise in writing.
Definitions and Interpretation
1.1 In these Terms:
Company, we, us, our means Rapid Response Mobile Mechanic Ltd (trading as Mobile Mechanic Colchester).
Customer, you, your means the individual or entity requesting Services.
Vehicle means the motor vehicle identified in the booking request.
Services means any mobile diagnostic, inspection, repair, servicing, recovery assistance, or related mechanical or electrical work carried out by us.
Technician means any employee, contractor, or agent acting on our behalf.
Booking means an appointment request accepted by us in writing (including by email, SMS, WhatsApp, or payment confirmation).
Virtual Account means the customer account against which payments are recorded as service credit.
Credit means non transferable service value held on a Virtual Account, redeemable only against our Services.
Breakdown means a mechanical or electrical failure rendering the Vehicle unsafe or inoperable.
Temporary Repair means a short term intervention intended to enable limited movement, testing, or temporary operation and not a permanent remedy.
1.2 Headings are for convenience only and do not affect interpretation.
Scope of Services and Service Limitations
2.1 We provide mobile mechanical services. We do not provide insurance, roadside membership, or guaranteed recovery cover.
2.2 Services are provided on a best endeavours basis and are subject to factors beyond our control including:
(a) Vehicle condition and accessibility
(b) Safe working conditions and site safety
(c) Weather and environmental conditions
(d) Availability and lead time of parts
(e) Operational capacity and scheduling constraints
2.3 We may refuse, suspend, or withdraw attendance and or Services where, acting reasonably, we consider it unsafe, unlawful, impractical, or likely to cause damage or risk to persons or property.
2.4 Services are limited to the Vehicle stated in the Booking. Additional vehicles or additional work beyond the agreed scope require a separate agreement and may require additional payment.
2.5 You must ensure the Technician has safe access to the Vehicle, adequate working space, and the Vehicle keys and any security codes required (where applicable).
Bookings, Acceptance and Pre Work Communication
3.1 A Booking is not confirmed until we confirm it in writing and or you have made the required payment (as applicable).
3.2 Times provided are arrival windows and are estimates only. Delays can occur due to traffic, prior jobs, parts delays, weather, or operational necessity.
3.3 You must provide accurate Vehicle details (including registration, make, model, engine where relevant) and accurate location details. If incorrect details cause wasted attendance, delay, or inability to proceed, this will be treated as a cancellation and or chargeable attendance as set out below.
Pricing and Payment Policy
4.1 Unless we agree otherwise in writing, payment in full is required in advance to confirm any Booking.
4.2 All payments are recorded as Credit on your Virtual Account and will be redeemed against Services supplied, unless a cash refund is issued under clause 8.
4.3 Credit:
(a) Has no cash value and is not a bank account, deposit account, or stored value facility
(b) Is non transferable and may only be used by the Customer named on the Booking
(c) May only be redeemed against our Services
(d) Cannot be exchanged, gifted, assigned, or withdrawn, except where a cash refund is issued under clause 8 or required by law
4.4 Credit is applied when we allocate resources to your Booking, including but not limited to scheduling, technician allocation, parts ordering, travel planning, or attendance on site.
4.5 Diagnostic and labour charges are payable for time, skill, and expertise. They are not contingent upon a particular outcome and do not guarantee that a fault will be conclusively identified or repaired at the first visit.
4.6 Where we supply parts, title to those parts remains with us until paid in full. Risk in parts passes on fitment or delivery to the Vehicle, whichever occurs first.
Chargebacks, Payment Disputes and Administration Fees
5.1 Where a Customer initiates a chargeback, card dispute, or payment reversal (a Payment Dispute), we reserve the right to:
(a) Dispute the Payment Dispute and submit evidence including booking records, communications, call recordings, technician logs, photographs, diagnostic data, and Terms acceptance records
(b) Suspend further Services until the dispute is resolved and cleared funds are received
(c) Recover reasonable costs incurred in dealing with the Payment Dispute, including an administration fee as set out at clause 5.2, to the extent permitted by law
5.2 Payment Dispute Administration Fee
If you initiate a Payment Dispute, you agree to pay a £200 administration fee reflecting the operational and evidential costs of responding, provided this fee is fair and proportionate in the circumstances and permitted by law. We may invoice this fee and pursue recovery through civil debt recovery processes if unpaid.
5.3 Nothing in these Terms limits your statutory rights to raise a genuine dispute with your payment provider. However, where Services have been provided, attendance has occurred, or resources have been allocated, you accept that we will robustly contest any reversal that does not reflect the contractual position.
Cancellations, No Access and Rescheduling
6.1 Customer cancellation
If you cancel a confirmed Booking, an £80 cancellation fee applies. The remaining balance (if any) will be handled in accordance with clause 8.
6.2 No access or missed appointment
If the Technician attends and cannot access the Vehicle, cannot obtain keys, cannot safely work, or is prevented from commencing work due to information or access failures within your control, this will be treated as a customer cancellation and clause 6.1 applies. Time and attendance may also be chargeable where reasonably incurred.
6.3 Rescheduling by us
We may reschedule due to illness, weather, Technician breakdown, parts delays, or operational necessity. Where we reschedule, your Credit remains on your Virtual Account for the rescheduled Booking.
If we cancel a Booking and we offer a reasonable rescheduled date and time, you agree to accept rescheduling in the first instance.
If you refuse to reschedule, you acknowledge and agree that an £80 cancellation fee will still apply, and any remaining balance will be handled in accordance with clause 8.
Credit Validity
7.1 Credit remains valid for 12 months from the original payment date, after which it may expire unless we agree otherwise in writing.
7.2 Expired Credit is not refundable except where required by law.
Refunds
8.1 No refunds for services already rendered
No refunds are provided for Services already rendered. This includes (without limitation) completed diagnostic time, labour time, attendance, travel to site, and any work commenced.
8.2 Refunds only for cancellations
Cash refunds are only considered in cancellation scenarios covered by clause 6 (customer cancellation, no access treated as cancellation, or cancellation where a reschedule is refused). No other refunds are offered except where required by law.
8.3 £80 cancellation fee applies to any cancellation where a refund is requested
Where a cash refund is issued following a cancellation, an £80 cancellation fee will be deducted from the amount paid. The balance after deduction (if any) will be refunded.
8.4 Refund timeframe
Where a cash refund is approved under this clause 8, we will issue the refund within 15 days of confirming in writing that the refund has been approved and the amount has been agreed.
8.5 Method of refund
Refunds will be issued to the original payment method where possible, or by bank transfer where required.
8.6 Alternative to cash refund
Where applicable, and where you do not request a cash refund, the remaining balance after the £80 cancellation fee will remain as Credit on your Virtual Account for use against future Services, subject to clause 7.
Complaints Procedure
8A.1 How to submit a complaint
All formal complaints must be submitted in writing by email to: customer.relations@rapidresponsemobilemechsnic.co.uk.
To help us investigate promptly, please include your full name, vehicle registration, booking address, appointment date and time window, and a clear summary of the issue and the outcome you are seeking.
8A.2 When a complaint is treated as logged
A complaint is treated as formally logged only once we confirm in writing that it has been accepted into our complaints process.
8A.3 Suspension of service and refunds during investigation
Once a complaint is logged as formal:
(a) No further assistance or follow up work will be authorised until the complaint investigation is concluded, unless we confirm otherwise in writing; and
(b) No refund will be processed while the complaint is under investigation. Any refund decision will be made only once the complaint outcome has been issued.
8A.4 Timescales
We will acknowledge receipt of a formal complaint within 3 working days. We will aim to resolve and provide a full written outcome as soon as reasonably possible and, in any event, within 8 weeks of the complaint being formally logged. If additional information is required, or third party evidence is needed, we will notify you in writing during the investigation.
8A.5 Resolution outcomes
Where a complaint is upheld in whole or in part, we may (acting reasonably) offer one or more of the following: rescheduling, re attendance, corrective work, or an appropriate refund decision in line with these Terms and Conditions and your statutory rights.
8A.6 Statutory rights
Nothing in this complaints procedure limits or removes your statutory rights.
Diagnostics, Repairs and Outcomes
9.1 Diagnostics identify likely causes based on available evidence and the limitations of mobile testing. Many warning lights, fault codes, and symptoms can have multiple root causes.
9.2 Where further strip down, specialist tools, dealer level programming, workshop equipment, or extended testing is required, we will advise and may recommend further work, recovery, or referral.
9.3 Temporary Repairs may be offered where a permanent repair is not possible immediately. Temporary Repairs are not guaranteed to provide long term resolution.
9.4 We are not responsible for deterioration, non start, or additional faults arising from:
(a) Pre existing faults or damage
(b) Latent defects
(c) Manufacturer design faults or known issues
(d) Previously incorrect repairs or modifications
(e) Consequential failures not reasonably foreseeable from the reported symptoms
Parts
10.1 Parts supplied by us will be OEM, OEM equivalent, or aftermarket unless otherwise agreed in writing.
10.2 Customer supplied parts are fitted entirely at your risk. We provide no warranty as to the suitability, quality, or compatibility of customer supplied parts and are not liable for any associated failure or consequential damage, except where caused by our negligence.
10.3 Electrical and programmed components may be non returnable once fitted or once packaging is opened, subject to supplier terms and statutory rights.
Vehicle Eligibility and Working Conditions
11.1 You confirm that the Vehicle is road legal (unless it is being diagnosed or repaired as non road legal by agreement), not overloaded, and is within safe working limits.
11.2 Modified vehicles, commercial vehicles, specialist vehicles, or vehicles in unsafe condition may require additional charges or may be refused at our discretion for safety and practicality reasons.
Safety, Behaviour and Termination
12.1 Abusive, threatening, aggressive, discriminatory, or inappropriate behaviour towards staff will result in immediate termination of Services and departure from site.
12.2 Where Services are terminated under clause 12.1, no refund will be provided and any remaining Credit will be retained to the extent it reflects time, attendance, and costs reasonably incurred, subject always to statutory rights.
Liability
13.1 We are not liable for loss of earnings, loss of profit, missed appointments, loss of business, or any indirect or consequential losses.
13.2 Subject to clause 13.3, our total liability arising out of or in connection with the Services (whether in contract, tort, or otherwise) is limited to the value of the Services actually paid for and provided.
13.3 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited or excluded by law.
Consumer Rights
14.1 These Terms are intended to comply with the Consumer Rights Act 2015.
14.2 Nothing in these Terms affects your statutory rights. Where there is a conflict between these Terms and your statutory rights, your statutory rights prevail.
Misuse and Fraud
15.1 Any attempt to misrepresent faults, obtain unauthorised refunds, or misuse payment systems may result in refusal of future service and may lead to civil recovery action and or reporting to relevant bodies where appropriate.
Data Protection and Recording
16.1 Personal data is processed in accordance with UK GDPR and applicable data protection legislation.
16.2 For quality, training, and evidential purposes, we may record calls, messages, and job activity (including photographs and diagnostic screenshots). Where recordings are used for dispute resolution, they may be shared with payment providers, insurers, legal advisers, and debt recovery agents where necessary and lawful.
Governing Law and Jurisdiction
17.1 These Terms and any dispute or claim (including non contractual disputes or claims) are governed by the laws of England and Wales.
17.2 The courts of England and Wales have exclusive jurisdiction.
Company Details
Rapid Response Mobile Mechanic Ltd
Trading as Mobile Mechanic Colchester
Phone: 01206 645 195
Email: help@mobilemechaniccolchester.com
Website: www.mobilemechaniccolchester.co�