Customer terms & conditions

1. Your booking with Velocity

Your booking is with Velocity Studios Performance Limited. These terms cover recovery, vehicle transport, auction collection and roadside assistance that we agree to provide or arrange. We may use our own team or subcontracted operators to fulfil it.

A website form, registration lookup, automated acknowledgement or conversation with the Quote Assistant is a request for a quote, not a confirmed booking or a guarantee of availability. A booking is formed when you accept our final quote and we confirm acceptance, normally when the required deposit or full payment is successfully received. We will tell you expressly if we agree different arrangements.

The final quote sets out the agreed service, route, price, deposit, balance and any specific conditions. Tell us before accepting if anything is incorrect. Specific terms agreed with you take priority over general wording. Information we provide that is legally binding remains part of the agreement.

These terms apply to bookings made after they have been provided to you. We do not apply later changes retrospectively. Keep your quote, booking confirmation and the version of the terms supplied with them.

2. Fixed quotes, extras & payment

The quote is fixed for the service and circumstances described. The total includes applicable taxes and charges identified in the quote. Your deposit is part-payment of the total, not an additional fee. The remaining balance is due at the stage specified in your quote or payment request.

Tell us about changes before dispatch. A different route, additional stop, materially different vehicle weight or condition, restricted access, extra loading equipment, waiting, storage, tolls or auction requirements may require a revised price. We will explain the reason and agree the additional work and price with you before carrying it out. If you do not agree, we will discuss a safe alternative or cancellation; you are not automatically liable for an unapproved supplement.

Pay only through the payment method or account confirmed by Velocity. Contact us if a driver asks for a charge that has not been agreed. Never share a card security code or verification code with a driver. A failed payment does not confirm a booking. Payment-provider or finance terms are separate; finance availability is subject to the provider's decision.

We may pause unstarted work if an agreed payment is overdue, after trying to contact you. We may pursue sums properly due and recover costs only where the contract and law allow. A complaint does not itself cancel an undisputed payment obligation; your legal rights to dispute a charge remain unaffected.

3. Accurate information & authority

You must be authorised to instruct the movement and arrange collection and delivery. Provide accurate contact details, locations, vehicle registration, dimensions and weight, condition, keys, access arrangements, passenger requirements and any time restrictions. Tell us about locked wheels, steering or brake defects, low clearance, modifications, accident damage, fluid leaks, unstable loads, electric-vehicle battery damage and other known hazards.

Check any vehicle information obtained by an automated lookup. A location pin or postcode may need clarification; confirm the actual entrance, carriageway and safe collection point. Be contactable around collection, or nominate an authorised person.

For auction and Copart collection, arrange payment and release, supply the correct lot/member/reference details and check opening hours and collection appointments. Waiting or a failed collection caused by missing release, inaccurate details or unavailable access may result in reasonable, explained costs. We will take reasonable steps to avoid unnecessary expense.

Remove valuables and loose belongings where safe, and tell us about items left inside. We do not accept dangerous or unlawful goods. You remain responsible for pre-existing parking, auction or storage charges that are yours to pay; any charges for services arranged by us must be disclosed and agreed.

4. Operators, equipment & availability

Nationwide coverage means we coordinate work across our network; it does not mean every attending vehicle is owned or branded by Velocity. The attending operator and equipment may vary. Unless expressly agreed, photographs do not promise a particular truck, loading method or operator.

Equipment must be suitable for the actual vehicle, load, access and legal requirements. A change of operator does not remove our responsibilities for the service we have agreed with you. Any proposed separate contract with another business must be clearly identified before you accept it.

Arrival and journey times are estimates unless we expressly agree a guaranteed time. Traffic, earlier jobs, weather, road closures and recovery conditions can affect them. We will give material updates when known. You retain your rights where the agreed service is not provided within the required or a reasonable time.

5. Passenger arrangements

Passenger transport is included only to the extent expressly confirmed in your quote or booking. Tell us the number of passengers and any child-seat, accessibility, luggage or other requirements before dispatch. Travelling in the recovered vehicle while it is being carried is not permitted.

We must confirm suitable, lawful seating and any necessary arrangements. Do not assume that a particular cab size or alternative travel is included. Where we have confirmed passenger places, that commitment forms part of the booking; these terms do not remove it.

If you choose separate travel for personal reasons despite the agreed suitable transport being available, its cost is not included unless we agree otherwise. If you have a safety concern or agreed seating is unavailable, contact us promptly so we can address it. This does not limit remedies for a failure to provide what we promised.

6. Safety, roadside assistance & delivery

Follow emergency-service and road-authority instructions. Call 999 if there is immediate danger. Do not put yourself at risk to photograph a vehicle, collect belongings or assist loading. The operator may pause or refuse an unsafe, unlawful or materially misdescribed task and explain what is needed to proceed. Any resulting charge must be reasonable and attributable to the circumstances; refusal caused by our own failure does not entitle us to an automatic cancellation charge.

A jump-start is an agreed assistance or starting attempt, not a guarantee that a defective battery, charging system or vehicle will be repaired or remain operational. A call-out or attempt fee applies only if stated before booking. Further diagnosis, parts or recovery require separate agreement. We remain responsible for using reasonable care and skill.

Collection and delivery photographs, condition reports and handover records help establish the vehicle's condition. Tell the operator about existing damage and record any concern at delivery where possible. Signing a handover record confirms what it actually says; it does not waive a claim for damage you could not reasonably identify then.

Delivery must be to a safe, accessible and authorised location with a suitable handover arrangement. If this becomes unavailable, we will contact you about an alternative or storage and its cost. We will not treat these terms as permission to abandon or dispose of your vehicle.

7. Cancellations, changes & refunds

Contact us as soon as you need to cancel or change a booking. Our cancellations and refunds policy forms part of these terms and explains statutory cancellation rights, early service requests and reasonable cancellation costs.

A deposit is not automatically forfeited. Where a cancellation charge is permitted, it reflects services properly supplied or reasonable direct losses, after savings and reasonable steps to reduce the loss. We will explain any deduction and refund the remainder. We do not charge twice for the same loss.

8. Our responsibility & raising a claim

We must provide the agreed service with reasonable care and skill. We are responsible for loss or damage caused by our breach of contract or failure to use that care, subject to applicable law. We are not responsible for an existing fault or damage, deterioration that would have occurred anyway, or loss caused solely by inaccurate information or an unrelated third party, except to the extent our own breach contributed.

For consumers, we are responsible for loss that was reasonably foreseeable when the contract was made. Tell us before booking about a particular deadline or unusual circumstance that could cause substantial loss. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or anything the law does not allow us to exclude. Your statutory service and refund rights are preserved. Insurance terms do not replace or automatically cap those rights.

For a booking made wholly for business purposes, we do not accept liability for indirect or consequential business loss, or loss of profit, revenue or business opportunity, to the extent the law permits. This does not exclude direct physical damage for which we are legally responsible or any non-excludable liability.

Report concerns promptly to contact@velocitystudios.uk, with your Booking ID, description and any available evidence. Allow a reasonable opportunity to inspect damage and investigate; take reasonable steps to prevent avoidable additional loss. There is no automatic 24- or 48-hour forfeiture of your rights, and missing a photograph does not by itself defeat a valid claim. Use our formal complaints process for a written review.

9. Other terms

Neither party is responsible for a failure caused solely by events outside their reasonable control to the extent the law allows. We will explain the impact and available options; this does not let us keep payment for an unprovided service where you are entitled to a refund.

Use our website and tracking links lawfully. Do not misuse another person's booking details, interfere with our systems or submit false requests. Quote Assistant and tracker information supports the booking process; our confirmed quote and safety instructions remain authoritative.

English and Welsh law applies, subject to mandatory consumer protections where you live. Consumers can bring proceedings in the courts available to them under applicable law, including their home UK jurisdiction. Business disputes are subject to the courts of England and Wales. If a provision is unenforceable, the remaining provisions continue where lawful. A delay in enforcing a right does not waive it.