Last updated: 6 November 2026
1. About us
These terms apply to the vehicle recovery and transport services provided by MACK RECOVERY LTD ("Mack Recovery", "we", "us") to you, the customer.
2. Quotes and booking
- We will give you a price before we set off. The price is based on the information you give us, including the vehicle, its condition, the pick up location and the destination.
- A booking is confirmed when you accept our price by phone, WhatsApp or in writing.
- If the information you gave us turns out to be wrong (for example, the vehicle won't go into neutral, has no keys, is heavier than described, or is in a hard to reach place), we may need to change the price. We will always tell you and agree it with you before carrying on.
- Arrival times are estimates. We will do our best to reach you as quickly as possible, but delays can happen because of traffic, weather, road closures or other jobs.
3. Payment
- Payment is due when the job is completed, unless we agree otherwise before the job starts.
- We will tell you which payment methods we accept when we give you your quote.
- We may ask for payment, or a deposit, before releasing or delivering a vehicle.
4. Cancellations
- You can cancel at any time before we set off at no cost.
- If you cancel after we have set off, or we arrive and the job can't go ahead for reasons outside our control (for example, the vehicle has already been moved or no one is there to meet us), we may charge a reasonable amount for the time and travel involved. We will tell you this amount when we quote.
5. Your responsibilities
- You must have the right to have the vehicle moved, as the owner or with the owner's permission.
- Please give us accurate information about the vehicle, its condition and its location.
- Please remove valuables and personal belongings from the vehicle before it is loaded. We are not responsible for items left inside.
- If you have broken down on a busy road or motorway, follow official safety advice and wait somewhere safe away from traffic.
6. Damage and liability
- We take care when loading, securing and transporting every vehicle, and we carry insurance for our work.
- Before loading, we may note or photograph any existing damage. We are not responsible for damage that was already there, or for mechanical or electrical faults that existed before we arrived.
- If you think your vehicle was damaged while in our care, please tell us as soon as possible, and ideally before we leave, so we can look into it.
- We are not responsible for losses we could not reasonably have foreseen, or for delays caused by events outside our control.
- Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
7. Your legal rights
If you are a consumer, you have legal rights under the Consumer Rights Act 2015, including that our services are carried out with reasonable care and skill. Nothing in these terms affects your legal rights.
8. Complaints
If you are not happy with our service, please call or email us and we will do our best to put things right quickly.
9. Website use
We try to keep the information on this website accurate and up to date, but prices and services are always confirmed when you contact us. The Mack Recovery name, logo and website content belong to MACK RECOVERY LTD and may not be copied without permission.
10. Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring claims in your local courts.