AA Service and Repair Terms and Conditions

Definition of Words/Phrases Used In These Terms and Conditions

'AA', 'our', 'we' and 'us' means The Automobile Association Limited whose registered office is at 22 Grenville Street, St Helier, Jersey, JE4 8PX, Channel Islands. Head Office: Fanum House Basing View Basingstoke Hampshire RG21 4EA. Branch registered in England and Wales number FC021700 (BR004875).

'AA Group' means the AA and any holding company or subsidiary company within the AA group of companies (including, without limitation, Automobile Association Insurance Services Limited, AA Media Limited and Automobile Association Personal Finance Limited).

'Breakdown Assistance Contract' means any agreement under which you are entitled to request breakdown assistance services from the AA.

'Fee(s)' means the sum(s) which you pay us in consideration of the performance of the AA Service & Repair which shall include the parts and labour identified to you by the AA and any VAT and other applicable taxes payable.

'AA Service & Repair' means the services that the AA provides to you in relation to the Vehicle.

'AA Service & Repair Technician' means the person providing the relevant AA Service & Repair for and on behalf of the AA.

'AA Service & Repair Quote' means the quote provided to you by the AA, and confirmed in writing or email to you. The AA Service & Repair Quote will set out the work you have asked to be carried out (and that we are offering to provide) in relation to the Vehicle and the Fee(s) payable for that work.

'AA Service & Repair Work' means the work, including any parts, identified on the AA Service & Repair Quote.

'Vehicle' means the vehicle in relation to which you instruct us to carry out the AA Service & Repair.

'You' and 'your' means the person who requests the provision of AA Service & Repair.

The parts and labour required to carry out the repair of the Vehicle as detailed in AA Service & Repair Quote.

AA Service & Repair Descriptions

 

1. Vehicle Repairs and Maintenance

What is included:
The parts and labour required to carry out the repair or maintenance of the Vehicle as detailed in AA Service & Repair Quote.

What is not included:
Additional parts and/or labour not detailed in the AA Service & Repair Quote and which are required to repair the Vehicle.

Note: In providing an AA Service & Repair Quote we will often have to rely on information provided by you in order to identify the repair(s) or maintenance required. Where, on or following arrival at the Vehicle, it appears in the AA Services & Repair Technician's reasonable opinion that additional labour and/or different or additional parts (not identified in the AA Service & Repair Quote and which could not have been reasonably foreseen by us on the information you provided) are required to repair or to carry out the maintenance of the Vehicle then we will be entitled:

  1. not to start work and to charge an attendance fee of £40 (including VAT), or
  2. to stop work and to charge you a reasonable sum for any work carried out by us (subject to our minimum charge of £40 (including VAT).

If, for any other reason, the AA Service & Repair Technician establishes, on or following arrival, that the AA Service & Repair Work would not repair the fault found and requires a third party garage, no charge will be made.

2. Vehicle servicing

What is included:
The parts and labour required to service the Vehicle for the level of service requested and referred to in your AA Service & Repair Quote.

What is not included:
The cost of any additional parts and labour required to repair any faults or additional work identified during the service.

3. Tyre Replacement

What is included:
The cost of the tyre(s) fitted, and the labour required to fit the same, as identified on the AA Service & Repair Quote. The Fee(s) will also include balancing of the tyre(s) supplied and, unless you have asked to retain the tyres prior to their removal, disposing of any tyres replaced.

What is not included:
Wheel alignment. Wheel alignment is not included unless expressly requested and referred to in the AA Service & Repair Quote.

Please note: If, on attendance, the AA Service & Repair Technician discovers:

  1. that you have provided incorrect information as to the tyre(s) required for the Vehicle, or
  2. that you cannot provide the appropriate locking wheel nut key for the removal of your wheels,

we will not be obliged to provide AA Service & Repair and will be entitled to charge you an attendance fee of £40 (including VAT).

Removal of wheels without appropriate locking wheel nut: You should be aware that if you cannot provide the appropriate locking wheel nut key and request that we try to remove the wheel without it, there is an inherent risk of damage to the locking wheel nut and/or the wheel. If we agree to attempt a wheel removal, at your request and without the appropriate locking nut key, then this damage is at your risk and we, our agents or sub-contractors, shall not be liable for it. This does not exclude our responsibility for damage beyond what is reasonably commensurate with the attempted removal of the relevant wheel (for example damage to other areas of the vehicle).

General Terms of Contract

 

Terms and Conditions to Apply

  1. The contract governed by these Terms and Conditions is made between you and the AA. If we agree to do any work for you not shown on the AA Service & Repair Quote, we will agree the charges with you beforehand and these terms and conditions will apply.
  2. Quote validity

    Unless otherwise stated in writing, the AA Service & Repair Quote usually remains valid for 30 days from the date of the quote. However, we reserve the right, prior to the commencement of the AA Service & Repair, to notify you of an immediate increase in the quote where this results from an increase in the cost of parts or other charges beyond our reasonable control. In the event of an increase to your quote you will have the right at cancel at any time prior to our commencement of the AA Service & Repair Work

  3. Vehicle/Area Restrictions etc

    The AA Service & Repair is only available to repair certain vehicle faults, for certain makes and models of vehicle and in certain areas of the country. You will be advised of these, if relevant.

  4. Hours of operation etc

    Subject to availability, AA Service & Repair operate seven days a week, (excluding Christmas Day, Boxing Day and New Year's Day) and between the hours of 8am–6pm.

  5. AA Service & Repair Location

    The location for the provision of the AA Service & Repair, as requested by you, must meet the requirements advised by the AA and, once agreed, cannot be changed unless otherwise agreed by the parties. You must ensure that you have any necessary permission(s) from the owner or occupier of the agreed location for the AA Service & Repair to be carried out there.

  6. Payment of Fee(s)

    The Fee(s) can only be paid by debit or credit card and, unless otherwise advised, will be payable on completion of the relevant AA Service & Repair Work. A VAT receipt will be sent out to you if requested.

  7. Agents etc

    The AA Service & Repair will be provided by the AA and/or its agent(s) or sub-contractor(s). We will only accept responsibility for the actions of an agent or sub-contractor where they are acting on our instruction and providing AA Service & Repair under these Terms and Conditions.

  8. Parts Availability

    The parts which may be required to complete the AA Service & Repair Work are subject to availability and we will inform you as soon as reasonably possible if they are not available. In such circumstances we will be entitled to re-arrange the time and date of your appointment for the AA Service & Repair.

  9. Owner's authority

    Where you are not the owner of the Vehicle:

    1. by instructing us to carry out the AA Service & Repair in relation to the Vehicle you warrant to us that you are authorised by the owner and registered keeper of the Vehicle to do so; and
    2. You agree to hold us harmless and make good any losses, costs or damages which we incur as a result of any claims against us by the owner or registered keeper of the Vehicle alleging that, or resulting from the fact that, you were not authorised to so instruct us and/or the provision by us of AA Service & Repair under your direction.
  10. Road tests

    We may give the Vehicle a short road test as part of the AA Service & Repair Work.

  11. Right to Cancel

    If you wish to cancel an AA Service & Repair appointment, please ring us on 0870 401 2004.

  12. If, with your agreement, we provide the AA Service & Repair Work before the end of the cancellation period under the Distance Selling Regulations 2000, your right to cancel will end as soon as we start to provide the AA Service & Repair Work.
  13. Extent of AA Service & Repair

    We will carry out the AA Service & Repair Work described in under "What is included", as relevant for the service requested. No other services are included (for example, without limitation, those listed above under the relevant "What is not included" heading, or otherwise excluded under these Terms and Conditions).

  14. Our Warranty

    Subject to clause 17 below and in addition to your statutory rights as a consumer, we agree to correct, free of charge, any defect in the Vehicle which is caused by our faulty workmanship or any defects in the parts supplied provided that:

    1. the defect arises and is reported to us within 12 months of the completion of the relevant AA Service & Repair Work or within 12,000 miles of completion of such work, whichever the shorter; and
    2. you arrange for the Vehicle to be inspected by us as soon as reasonably practicable after discovering the defect and you take all reasonable steps to reduce any damage which the faulty workmanship or defect may cause.
  15. This warranty does not cover any damage caused by your use of the Vehicle after discovery of the defect.
  16. This warranty will not cover defects arising from normal wear and tear, wilful damage, negligence by your, or any third party, use otherwise than as recommended by us or the Vehicle's manufacturer, failure to follow our or the Vehicle's manufacturer's instructions or any relevant alteration carried out without our approval.
  17. If we recommend work which you do not authorise us to do then this warranty will not cover any defect or damage arising as a result of that work not being done.
  18. This warranty is strictly limited to those works we carry out on your behalf under the AA Service & Repair and we will not, under this warranty, accept charges for any repairs you have had undertaken by other garages/repairers.
  19. This warranty does not apply to any tyres supplied or to any windscreen repairs carried out.
  20. Replaced Parts

    Save where the AA Service & Repair Quote indicates that you are to retain a replaced part, we will be entitled to retain, to dispose of and to benefit from all replaced parts. In addition, where the following replaced part(s) are in such a condition that we cannot submit the same for reconditioning without paying a supplement we will be entitled to charge you a supplement, the amount of which will be advised in the relevant AA Service & Repair Quote: parts affected: drive shaft; alternator; starter motor.

  21. Rights to refuse service

    The AA has the right, at any time, to refuse to provide or arrange service of whatever nature where it reasonably considers that:

    1. You or anyone accompanying you is behaving or has behaved in a threatening or abusive manner to AA Group employees, patrols or agents, or to any third party contractor;
    2. You have falsely represented that you are entitled to services that you are not entitled to;
    3. You have assisted another person in accessing AA services to which they are not entitled;
    4. You owe the AA Group money or have no ability to pay with respect to any services, spare parts or other matters provided or to be provided by the AA Group or by a third party on the AA's instruction;
    5. the circumstances surrounding the Vehicle, for example its location, are such that provision of the Mobile Assist Service would, in the AA's reasonable opinion, involve any breach of the law or of the rights of any third party, or there is a reasonably foreseeable health and safety risk to a third party or to any AA employee, agent or sub-contractor who is involved in providing the AA Service & Repair or where there is the potential for harm or damage to the environment;
    6. the Vehicle is in a dangerous, over-laden or un-roadworthy condition.
  22. Matters outside the AA's reasonable control

    While the AA seeks to meet the service needs of its customers at all times, its resources are finite and this may not always be possible. We will use all reasonable endeavours to complete the AA Service & Repair Work within the time estimates given to you. We will inform you of any delay as soon as reasonably practical.

  23. The AA shall not be liable for any failure where such failure results from circumstances outside the AA's reasonable control. Events which constitute circumstances outside the AA's reasonable control include (but are not limited to) acts of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, acts of government or authority (including the refusal or revocation of any licence or consent), fire, subsidence, explosion, flood, snow, fog or other bad weather conditions, vehicle, equipment or systems failures, shortages of fuel or other necessary supplies, failure of telecommunications lines or systems, default of suppliers or subcontractors, theft, malicious damage, any refusal of access to (or inability to access) the agreed location for carrying out AA Service & Repair, strike, lock out or industrial action of any kind.
  24. If weather conditions mean that either a) it is not safe for the AA Service & Repair Technician to complete the AA Service & Repair, or b) the AA Service & Repair could not reasonably be carried out to required standards, then the AA reserve the right to rearrange an appointment. In these situations, you will be given as much notice as possible.
  25. Exclusion of liability for loss of profit

    We, and our agents or sub-contractors, shall not be liable to you for any loss or damage caused by us, our employees, agents or sub-contractors where a) there is no breach of a legal duty owed to you by the AA or its employees, agents or sub-contractors; b) such loss or damage is not a reasonably foreseeable result of such a breach; or c) any loss or damage, or any increase in the same, results from any breach or omission by you. The AA, its employees, agents or sub-contractors shall not, in any event, be liable for losses relating to any business interests you may have including, without limitation, loss of profits, loss of opportunity or of business or losses relating to business interruption.

  26. Possible affects of AA Service & Repair on 3rd party warranties

    If you have the benefit of a warranty in respect of the Vehicle from another company (e.g. a manufacturer's warranty or another repairer's warranty) the carrying out of the AA Service & Repair Work may affect your rights under that other warranty. You should check, and will be deemed to have checked, the terms of any such warranty you may have before instructing us to carry out AA Service & Repair Work. We and our agents or sub-contractors will not be responsible for the effect of the work on any other warranty you may have.

  27. For the avoidance of doubt, nothing in these Terms and Conditions shall exclude or restrict the AA's liability for negligence resulting in death or personal injury, or any other liability which cannot be lawfully excluded or restricted.
  28. Enforcement of Terms and Conditions

    Failure to enforce or non-reliance on any of these Terms and Conditions by the AA on a particular occasion or occasions will not prevent the AA from subsequently relying on or enforcing them.

  29. Save for the AA's sub-contractor's or agent's being entitled to rely on, or enforce, any provision in these Terms and Conditions that expressly refers to such sub-contractors or agents, none of these Terms and Conditions is enforceable by anyone else other than you and the AA. For the avoidance of doubt, and without limitation to the generality of the foregoing, any rights under The Contracts (Rights of Third Parties) Act 1999, or any replacement thereof, are hereby excluded.
  30. Use of personal information

    We reserve the right to provide details of the AA Service & Repair provided to you to:

    1. the owner and/or registered keeper of the Vehicle (if not you),
    2. our customer (whether an individual or organisation (corporate or otherwise)) under any Breakdown Assistance Contract relevant to the Vehicle (if not you), and/or
    3. the individual or organisation (corporate or otherwise), if any, which arranged for you to receive assistance in relation to the Vehicle under any Breakdown Assistance Contract.
    4. In addition, information you provide or we hold (whether or not under these Terms and Conditions) may be used by our employees or agents and by the Acromas Holding Limited group of companies (of which the AA Group forms a part) to, amongst other things,:
      1. identify you when you phone us;
      2. help us detect fraud or loss;
      3. write, phone, email or SMS you with information about other services and products the Acromas Holding Limited group of companies or its partners offer. You will not be contacted in this way if you have previously told us not to do so. For full details please see the AA privacy policy
  31. Interpretation, use of English law & language

    The headings used in these Terms and Conditions are for convenience only and shall not affect the interpretation of their contents.

  32. These Terms and Conditions, and any agreement entered into in connection with the same, shall be interpreted in accordance with the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England and Wales.

Compliments and complaints

If you have a compliment or complaint we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and to improve AA service.

Please phone us on: 0845 607 6727
Text phone users can ring: 0845 850 1207

Or write to: Customer Care, AA, Lambert House, Stockport Road, Cheadle, Cheshire, SK8 2DY.
Email: customersupport@theaa.com

AA Company Details

The Automobile Association Limited whose registered office is at 22 Grenville Street, St Helier, Jersey, JE4 8PX, Channel Islands. Head Office: Fanum House Basing View Basingstoke Hampshire RG21 4EA. Branch registered in England and Wales number FC021700 (BR004875).

Other products & services

 

Last updated: June 2009