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The following terms and conditions exclusively govern the use of roadside recovery services provided by Tugvan, available through our website, www.tugvan.com. These terms should be accepted by the client upon signing the service agreement on the main service information page. If any of the terms are unacceptable to you, please do not use Tugvan services. You represent that if you are accepting on behalf of someone else, you have their authority to accept these terms and conditions of Tugvan.
In these Terms and Conditions, the following expressions shall have the following meanings unless the context otherwise requires:
We, Us: Tugvan or entities representing Tugvan.
Tugvan: Tugvan Limited of 450 Bath Road, London, UB7 0EB.
Details: The information You must provide upon making a service request, including personal data, vehicle details, and location information.
Website: Tugvan's public website located at www.tugvan.com and Tugvan's social media, smartphone, and tablet apps.
Service: The roadside recovery assistance provided by Tugvan.
Operator: The licensed roadside recovery service provider or its agents, drivers, and employees.
Quote: A fixed price quote that You receive via the Website for the Service.
Terms: These terms and conditions between Tugvan and You.
Location Point: The appointed place for You to be picked up by the Operator as set out in the Details.
Agreed Time: The appointed date and time for You to be picked up by the Operator as set out in the Details.
Booking: The booking of a roadside recovery service effected via this Website. Bookings can be made for immediate or scheduled assistance.
Cancellation Allowed Time: The allowed time for cancelling the Booking without incurring a cancellation fee.
Card: The credit, debit, or charge card, or PayPal account You use when making the Booking.
Cash:The payment You make for the service to the Operator and/or its driver.
Card Costs: The charges due to the credit card companies or PayPal used by You to pay for the service.r.
pick-up date and time, pick-up and drop-off addresses and Your Personal Data.
Fare: The fee paid by You for the Quote You accept.
Goods: Any items carried in the recovery vehicle during the provision of the service.
Trip:The journey undertaken by the recovery vehicle to provide the service.
Licensing Authority: Any regional or national licensing authority responsible for licensing the operation of roadside recovery services.
Particular Requirements: Any specific requirements You may have relating to disabled facilities or other special needs.
Personal Data: The details which You provide regarding Your physical and email addresses, telephone number, and Card details.
The clause headings are inserted for convenience only and shall not affect the construction of these Terms.
It is your responsibility to provide accurate Details when making a Booking through this Website.
Tugvan acts as a disclosed booking agent for the Operator and not as the operator itself. You and the Operator enter into a direct contract for the provision of the roadside recovery service. If in the Booking You select more than one Operator to provide Your services, then the contract for providing the service pertaining to each service is directly between You and the Operator You selected for that service in the Booking.
By making a Booking, You warrant to Tugvan that You are at least 18 years old.
We do not guarantee that we can fulfill Your requirements and reserve the right to refuse any Booking that You wish to make or to cancel any Booking You have made, in which case we will refund to you the Fee paid by You in full and final settlement of any claims you may have.
Tugvan will record Your details and data relating to Your use of the Website, but Your Personal Data will not, subject to the terms of the Tugvan Privacy Policy, be disclosed to third parties other than the Operator or used for any purpose unrelated to the provision of the services hereunder.
Whenever You visit this Website, Tugvan may send a small file to Your computer. Using the cookie, Tugvan can track your behavior on our Website and identify areas of interest to enhance your future visits. Tugvan will not be able to identify You through the cookie, and it will not be used for any purpose other than to administer this Website. It is possible to set your computer browser to reject cookies, but this may prevent you from using certain parts of this Website. Tugvan may disclose Your Personal Data if required to do so by law or at the request of a law enforcement agency or governmental authority.
If You do not want Tugvan to use Your email address to send information concerning matters other than those related to Your Booking, You should send a message to admin@tugvan.com and insert "unsubscribe" as the subject heading.
Upon entering the service Details on our Website, Tugvan will attempt to provide You with Quotes from one or several roadside recovery Operators who can fulfill Your requirements. The Quotes represent the current special offers available from Operators that are only available at the time of booking.
You are responsible for ensuring the accuracy of Your details. Your Booking constitutes an offer that Tugvan may or may not accept. We don't confirm your booking until the confirmation screen appears on the Website and/or you receive a confirmation email from the Operator via our booking software.
Bookings You make may also be subject to the Operator's Terms & Conditions, although in the event of a conflict, the provisions of this agreement override the provisions of the Operator's Terms & Conditions.
In the event that the Operator wishes to impose the Operator's Terms & Conditions on You, the Operator is responsible for doing so.
You should not use this Website if you have any Particular Requirements that cannot be met by Tugvan or the Operator and you should instead make alternative arrangements that address your Particular Requirements. Tugvan cannot confirm the ability of the Operator to accommodate any Particular Requirements.
You should not use this Website if you have any Particular Requirements that cannot be met by Tugvan or the Operator and you should instead make alternative arrangements that address your Particular Requirements. Tugvan cannot confirm the ability of the Operator to accommodate any Particular Requirements.
It is acknowledged and accepted by You that Tugvan is acting as the agent of the Operator and that Tugvan will attempt to assist You with any complaints You may have regarding the Operator's services, but that any legal actions will be taken against the Operator directly, not Tugvan.
The monies for all the pre-paid Card bookings will be collected by Tugvan acting entirely in its own right. Tugvan will settle all Card Costs on the booked service before making the payment due to the Operator.
If the Operator determines it is appropriate, the Operator grants Tugvan the right to novate the contract for the provision of services between You and the Operator to another suitable party, to ensure that the Booking as effected through this Website will be fulfilled.
When booking with "Pay by Card", You agree to pay the fare at the time of booking. In the case of a "Pay by Cash" booking, the fare must be paid directly to the driver of the operator.
Unless otherwise stated in these Terms, you cannot cancel or change Your Booking after payment has been made and Your booking is received on Our platform and is confirmed to you on the screen of your device.
Should your Card issuer refuse payments for whatever reason, Tugvan will not be able to process your booking if you are paying by Card.
You will receive an email receipt for payment from Tugvan at the email address you provided when making the reservation. A Tugvan VAT receipt will also be included in this email. If you require a VAT receipt for fees charged by the Operator, you must contact them directly.
Extra requirements, such as special vehicle needs, will not be covered by your payment. The Operator may charge you extra if you do not indicate any additional requirements when booking, resulting in a different service being needed. Depending on your own discretion, you may tip the service provider directly.
Should You deviate from the service details that You entered into the Website, You may be subject to additional charges by the Operator and will be responsible for making such payments directly to the Operator or their driver.
Tugvan provides all Quotes inclusive of VAT, where applicable, at the standard rate. When a promotional code is applied to a Fare, the Tugvan fee is first reduced. An excess discount will then be deducted from the Operator-related fee.
Each booking can only be subject to one promotional offer or prize, and each customer can enter only one competition (based on their mobile or email address). In the case of multiple promotional offers being requested for a booking, Tugvan will apply the offer with the greater value at its discretion.
In the event that Your Goods sustain any damage or loss during a service, neither Tugvan nor the Operator is responsible or insured to cover such damage or loss. It is exclusively Your responsibility to ensure such Goods are properly insured.
When you make a Booking through the Website, you have the right to cancel it.
Tugvan requires that You notify Us via the Contact Us page or Our published email address if you wish to cancel a Booking, quoting the booking reference in your cancellation request.
In the event of cancellation in accordance with these terms, any booking made through our public website will be allowed as per the Cancellation Allowed Time.
Cancellation Allowed Time is 12 hours plus the travel time from the Operator's office address in our system. The travel time will be calculated using commonly known and publicly available mapping services such as Google Maps, Apple Maps, or others.
Where your cancellation is within the Cancellation Allowed Time, if You paid by card, your full amount will be refunded less 5% card processing fee and admin charges.
If your cancellation occurs after the Cancellation Allowed Time, you will not receive a refund, and will be required to pay the full fare for the service you booked.
Any complaints relating to the service provided by Tugvan or the Operator must be addressed to Tugvan via the Contact Us page on the Website or sent via email to admin@tugvan.com.
If the complaint pertains to the services of an Operator, we will attempt to assist you in resolving the complaint, but any legal actions must be taken against the Operator directly, not Tugvan.
To the extent permitted by law, Tugvan shall not be liable for any claims arising out of or in connection with Your Booking, including but not limited to any claims relating to damage to or loss of Goods, delays, or cancellations.
Tugvan shall not be liable for any indirect, incidental, or consequential damages, including loss of profits or revenue, arising out of or in connection with Your Booking or the services provided by the Operator.
These Terms and Conditions shall be governed by and construed in accordance with the laws of the United Kingdom, and any disputes arising under or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
By using Tugvan's services, You agree to be bound by these Terms and Conditions.
If you have any questions about these Terms and Conditions, please contact us at admin@tugvan.com or write to us at Tugvan Limited, 450 Bath Road, London, UB7 0EB.
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