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Breakdown Cover – Terms and Conditions

AA Membership Policy

UK Personal Membership and Vehicle Membership


January 2007

Welcome to the AA

These pages set out the Terms and Conditions of AA Membership and is valid for UK Members joining or renewing on or after 1 January 2007. Please read this booklet carefully and keep it in a safe place as any use of your Membership is subject to these Terms and Conditions.

Separate Terms and Conditions apply for Members resident in the Channel Islands or Isle of Man – to receive a booklet please call 08705 444 444.

Please note that while most of the Terms and Conditions in this booklet apply to all UK Members, there are some variations depending on the type of cover you have purchased. In order that you know which of the Terms and Conditions are relevant to your individual Membership, please make sure you are aware of the type of cover you hold. This information is detailed in your renewal or welcome letter and highlights whether you have Personal or Vehicle Membership, whether your Membership is annual or continuous and also shows the level of breakdown cover held. If you are uncertain of this information then please call our customer enquiries line on 08705 444 444 where one of our advisors will be able to help.

Contents

Useful information
Contact numbers and addresses
What to do if you've broken down
Compliments and complaints

Definition of words/phrases used in this booklet

Membership cover available
Services available
Types of cover
Duration of cover
Vehicle specifications
Additional specifications applying to Vehicle Membership only
Transportation of animals

Service descriptions
Roadside Assistance
Home Start
Relay
Relay Plus

General Terms and Conditions

Service Control Policy – call out limits
Additional premiums during the Membership year
Additional premiums at renewal

Use of your personal information

About the Membership sales service

AA company details

USEFUL INFORMATION

Useful contact numbers and addresses

For breakdown assistance in the UK 0800 887 766

To renew your Membership 0800 435 980

To make changes, cancel or enquire about your Membership 08705 444 444

To purchase European Breakdown Cover 0800 444 500

For assistance in the Republic of Ireland (under discretionary/reciprocal arrangements) 00 800 88 77 66 44

Automated UK traffic and weather information service 08705 500 600

Email enquiries CustomerSupport@theAA.com

Internet www.theAA.com

SMS text messaging is available for use by deaf, hard of hearing or speech impaired Members in a breakdown situation by calling 07900 444 999.

Information is available in large print, audio and Braille on request. Please call 0800 262 050 for details. Deaf, hard of hearing or speech-impaired customers who have a textphone can call 0800 32 82 810.

What to do if you have broken down

Where cover is available

Breakdown Assistance detailed in this booklet is only available when You are travelling in a vehicle which first becomes stranded in the United Kingdom. This does not include the Channel Islands and Isle of Man where separate cover is required.

How to contact us

If you have broken down and require assistance, please contact the AA on 0800 887 766. It is important that you contact the AA as if you contact a garage direct you will have to settle the bill and the AA will not be obliged to reimburse you.

How we will identify that you are an AA Member

When you contact the AA for assistance we will ask to see your Membership card in order to ensure that only entitled Members receive service. If you require assistance please be prepared to show this card.

If you hold Personal Membership please always carry your card with you (this is also applicable to any joint or family Members).

For Vehicle Members we suggest that the Membership card is kept in the vehicle registered for cover with the AA as the driver will require the card to access service. Please note that we are entitled to assume that anyone driving or travelling in the registered vehicle is authorised by the Member to request assistance for that vehicle.

If a valid Membership card and additional proof of identity cannot be produced, the AA reserves the right to refuse service. For further details please refer to General Terms of Contract, clause 2f.

If you're not an AA Member or don't hold the relevant level of cover:

If you are not an AA Member, the AA may still be prepared to provide assistance if you have broken down, however a higher premium will be charged, In addition, if you require Relay (and the AA is prepared to provide this) the AA is entitled to limit the distance of this recovery. The maximum mileage will be notified to you when you request assistance and you will be charged for any recovery provided in excess of this mileage.

Compliments and complaints

If you have a compliment or complaint about your AA Membership 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 Member Care, AA, Lambert House, Stockport Road, Cheadle, Cheshire SK8 2DY

Fax 0161 488 7300

Email CustomerSupport@theAA.com

It is our policy to acknowledge any complaint within five working days. We will advise you of who is dealing with your concerns and, where possible, provide a response. If, in regard to a complaint about Relay Plus, you are still not satisfied after you have received a full response, or after eight weeks have passed, you can contact the Financial Ombudsman at Insurance Division Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800 or email enquiries@financialombudsman.org.uk.

Financial Services Compensation Scheme (FSCS) for AA Membership:

Relay Plus, which is provided by Automobile Association Underwriting Services Limited ('AAUS'), is covered by the FSCS. If you have purchased Relay Plus you may be entitled to compensation from the scheme if AAUS cannot meet its obligations in relation to that cover. This depends on the type of business and the circumstances of the claim. General insurance provided by a regulated insurer such as AAUS is covered 100% for the first £2,000, and 90% of the balance of the claim. Further information about the compensation scheme arrangements is available from the FSCS at www.fscs.org.uk or telephone 020 7892 7300.

Please note that Roadside, Relay and Home Start are provided by The Automobile Association Limited and this company does not fall within the FSCS.

DEFINITION OF WORDS/PHRASES USED IN THESE TERMS AND CONDITIONS

In order to make this booklet easier to understand, there are some common terms that are used. Wherever the following words or phrases appear they will always have the same meaning and these are defined below:

'Member' means:

  • For Personal Membership, the person to whom the Membership documentation is addressed and who has purchased or been given Membership; and
  • For Vehicle Membership, the person to whom the Membership documentation is addressed, who has purchased or been given Membership and whose address is recorded with us as the home address of the vehicle registered under the relevant Vehicle Membership.

Please note: Any contract for cover is between the Member and the AA and not, in the case of Personal Membership, between the AA and any person nominated as a Joint or Family Member nor, in the case of Vehicle Membership, between the AA and any driver entitled to assistance as a result of the Member's Vehicle Membership.

'Member's Home Address' means the address which the AA has recorded as the home address of the Member at the time of the relevant breakdown or accident.

'Membership Year(s)' means the period(s) of 12 months commencing from the start of the Membership or from any anniversary of the start of that Membership.

'You', 'Your' means:

  • For Personal Membership, the Member and/or any Joint or Family Member who has been nominated by the Member; and
  • For Vehicle Membership, the Member and any person who is travelling in, and who requests assistance for, a vehicle which is registered under Vehicle Membership with the AA.

'Your Vehicle' means:

  • For Personal Membership, the vehicle in which the Personal Member or any Joint or Family Member is travelling in at the time of the relevant breakdown or accident; and
  • For Vehicle Membership, the vehicle which has been registered for cover with the AA at the time of the relevant breakdown or accident; and

    provided always that any such vehicle meets the vehicle specifications.

MEMBERSHIP COVER AVAILABLE

This section details the different kinds of cover that are available under AA Membership. Please check your Membership documentation for details of the cover you hold.

Services available

The AA offers a number of breakdown assistance services which can be purchased as part of Membership. These include:

  • Roadside Assistance – this service provides assistance if You have broken down away from home. Our aim is to fix Your Vehicle and get You on Your way, but if we are unable to do this within a reasonable time we'll provide a local recovery to the nearest suitable repairer. Please refer to Service Descriptions for full details.
  • Relay – if we have been unable to fix Your Vehicle or arrange a local repair within a reasonable time, we'll transport You, Your Vehicle and up to 7 passengers to any single UK destination of your choice. Please refer to Service Descriptions for full details.
  • Home Start – this service provides assistance for breakdowns occurring at or near home. Again our aim is to repair Your Vehicle and get You on Your way, but, if we are unable to do this within a reasonable time we'll provide a local recovery to the nearest suitable repairer. Please refer to Service Descriptions for full details.
  • Relay Plus – if we can't arrange for Your Vehicle to be fixed locally within a reasonable period, Relay Plus provides onward travel options to help You complete Your journey. Relay Plus gives a choice of either a replacement car for up to 48 hours, overnight accommodation or onward travel expenses. Please refer to Service Descriptions for full details.

All Members must buy Roadside Assistance; Relay Plus can only be bought if Relay has also been purchased; Relay, Relay Plus and Home Start are only available 24 hours from purchase.

Types of cover

Membership is available as either Vehicle or Personal Membership. If you select Personal Membership then you will also need to choose whether that Membership is Single, Joint or Family based.

Personal Membership is available as either:

  • Single Membership: Covers the Member in any vehicle (within the limits in Vehicle Specifications) as driver or passenger; or
  • Joint Membership: Gives one other nominated person living at the Member's Home Address access to the Member's cover; or
  • Family Membership: Gives up to three nominated people living at the Member's Home Address access to the Member's cover.

Vehicle Membership covers Your Vehicle regardless of who is driving (provided the vehicle is within the limits in Additional Specifications).

Duration of cover

Personal and Vehicle Membership are available on either an Annual or Continuous basis:

Annual Membership: cover is for 12 months and is paid for in a lump sum or four quarterly instalments. If you pay for Annual cover under a recurring payment authority, for example by Direct Debit, we will automatically renew your cover at the end of the Membership Year. You will always be advised of this in advance and have the opportunity to cancel your Membership;

Continuous Membership: cover is paid for monthly but runs on a continuous basis until the Member cancels.

Please refer to Cancellation of Membership for further details on how to cancel.

Although most of the Terms and Conditions within this booklet apply to both annual and continuous Membership there are some variations. These differences are detailed in the relevant sections throughout this booklet.

Vehicle specifications

Breakdown Assistance is only available for cars, vans, minibuses or motorcycles which meet the specifications set out below.

Please note that 'car, van, minibus or motorcycle' does not include, among other things, electric pavement vehicles, electrical wheelchairs, any vehicle which cannot lawfully be used on the public highway and/or any non-motorised vehicle.

Maximum Vehicle Weight: 3.5 tonnes (3,500kg) gross vehicle weight

Maximum Vehicle Width: 7ft 6in (2.3m)

Assistance will also be provided for a caravan or trailer which was on tow at the time of the breakdown, provided that it falls within the above limits.

Additional specifications applying to Vehicle Membership only

In addition to the general vehicle specifications set out above, the following terms also apply for Vehicle Membership (these are not applicable to Personal Membership):

  1. AA Breakdown Assistance is only available under Vehicle Membership for a vehicle which has been registered with the AA at the time assistance is requested; and
  2. Where only Roadside Assistance is held, the vehicle must be no more than 10 (ten) years old at the date of registration with the AA; and
  3. It is possible to change the vehicle registered under Vehicle Membership during the Membership Year. Please note however that service will not be available for the new vehicle until 24 hours after the AA receives notification of the vehicle change. In addition the AA reserves the right not to re-register any vehicle which has been previously registered during the same Membership Year and to make administration charges where more than 3 (three) vehicle changes have been requested in a Membership Year.

Transportation of Animals

Please note that horses or livestock will not be recovered and the recovery of any animal is at the AA's discretion. See General Terms and Conditions, clause 1m.

SERVICE DESCRIPTIONS

Roadside Assistance

What is covered:

  • Roadside Assistance is available if Your Vehicle is stranded on the highway more than a quarter of a mile from the Member's Home Address following a breakdown or accident;
  • If, following a breakdown, a patrol or appointed agent cannot fix Your Vehicle within a reasonable time, it will be taken to the AA's choice of appropriate local repairer or to a local destination of Your choice, provided it is no further;
  • We will make a telephone call at Your request following a breakdown.
  • Please note that any contract for repair, other than repairs carried out by the AA or its agent at the roadside under Your AA Membership, is between you and the repairer – it is Your responsibility to instruct the repairer to undertake any work required and to pay them. The AA does not guarantee that any recovery to an appropriate local repairer will be within the opening hours of the repairer, or that the repairer will be immediately available to undertake any required repair.

What is not covered:

  • The cost of spare parts, petrol, oil, keys or other materials required to repair Your Vehicle or any supplier delivery or call out charges related to these items;
  • The cost of any labour, other than that provided by the AA or its agents under your AA Membership at the scene of the breakdown or accident;
  • Any additional transport or other costs that You might incur or any incidental expenses that may arise during a recovery. The AA cannot accept any costs for passengers who do not accompany the vehicle while it is being recovered;
  • Routine maintenance and running repairs eg radios, interior light bulbs, heated rear windows;
  • Any recovery or tow following an accident (see General Terms and Conditions, clause 1n);
  • Assistance following a breakdown or accident attended by the police, highways agency or other emergency service, until the services concerned have authorised the vehicle's removal. If the police, highways agency or emergency service insist on recovery by a third party, the cost of this must be met by You;
  • A second or subsequent recovery, after Your Vehicle has been recovered following a breakdown;
  • All things excluded General Terms and Conditions.

Home Start

What is covered:

  • Home Start is an optional extra to Roadside Assistance and is available only to those who have paid the additional Home Start subscription at least 24 hours before the breakdown occurred;
  • Home Start provides access to the same service as is available under 'Roadside Assistance' following a breakdown or accident at or within ¼ mile of the Member's Home Address.

What is not covered:

Relay

What is covered:

  • Relay is an optional extra to Roadside Assistance and is available only to those who have paid the additional Relay subscription at least 24 hours before the breakdown occurred;
  • Relay is available when the AA provides either Roadside Assistance or Home Start service and the AA cannot arrange a local repair of Your Vehicle within a reasonable time;
  • Relay provides recovery of Your Vehicle, together with the driver and up to a maximum of seven passengers to any single destination of Your choice on the UK mainland or in Northern Ireland (see also General Terms and Conditions, clause 1g).

What is not covered:

  • If you join already requiring Relay and the AA is prepared to provide Relay assistance for the breakdown concerned then, in addition to charging an increased premium, the AA is entitled to limit the relevant recovery under Relay to the maximum mileage notified at the time the request for the relevant assistance was made and to charge for any recovery provided in excess of that mileage;
  • All things excluded under 'Roadside Assistance' 'What is not covered'.

Compassionate Relay Assistance:

The AA may be prepared to make Relay available if You are, or the driver of Your Vehicle is, unexpectedly taken ill during a journey and no other passenger can drive Your Vehicle so as to complete Your intended journey. Any Compassionate Relay Assistance is given at the AA's absolute discretion and subject to the production of any proof of illness that the AA requires.

Relay Plus

Relay Plus is underwritten by Automobile Association Underwriting Services Ltd which is authorised and regulated by the Financial Services Authority. For AA company details please refer to AA Company Details.

What is covered:

  • Relay Plus is available only where You also have Relay entitlement and the additional Relay Plus subscription has been paid at least 24 hours before the breakdown occurred;
  • Relay Plus is available if Your Vehicle is immobilised following a breakdown which the AA has attended under Roadside Assistance or Home Start and where the AA cannot arrange a local repair within a reasonable time. In these circumstances, as well as recovering Your Vehicle to any single UK destination, Members with Relay Plus may choose from either a replacement vehicle OR overnight accommodation OR public transport costs (see below for full details of what is covered under each benefit).

What is not covered:

  • Relay Plus cannot be provided retrospectively except in exceptional circumstances that may be agreed by the AA at its discretion;
  • Relay Plus is not available following an accident (see General Terms of Contract, clause 1n).

RELAY PLUS BENEFIT OPTIONS:

A: Replacement vehicle

What is covered:

This benefit consists of the arrangement and payment for a replacement mid-range saloon or hatchback type vehicle up to 1,600cc, plus insurance, for up to 48 hours. A replacement car will be provided at the point of breakdown unless delayed at Your request, in which case You will be responsible for collection. In all cases You are responsible for the return of the vehicle.

What is not covered:

  • Other charges arising from Your use of the hire vehicle, such as (without limitation) fuel costs, any insurance excess charges, and charges arising if You keep the vehicle for more than 48 hours;
  • Replacement vehicles cannot be supplied with a tow bar, and therefore Your caravan or trailer will have to, if eligible, be recovered under Relay with Your Vehicle.

Please remember: Replacement cars are supplied by the AA's chosen suppliers and are subject to the supplier's terms and conditions. These will usually require or include (but are not confined to):

  • Production of a full driving licence valid at the time of issue of the hire vehicle;
  • Limits on acceptable endorsements;
  • Limitations on the availability and/or engine capacity of the replacement vehicle;
  • A cash or credit card deposit, eg for fuel;
  • Drivers to be aged at least 18 years and to have held a full driving licence for at least 12 months.

OR

B: Public transport costs

The AA will reimburse reasonable public transport costs incurred by the driver and up to a maximum of seven passengers (see General Terms of Contract clause 1g) in travelling to a single UK mainland destination; Claims should be made in writing and sent together with proofs of purchases and receipts to AA, Relay Plus Claims, Agency Accounts, Fanum House, Basingstoke, Hampshire RG21 4EA.

OR

C: Overnight accommodation

The AA will arrange and pay directly for one night's bed and breakfast on the day of the breakdown at a hotel of its choice for the driver and up to a maximum of seven passengers (see General Terms of Contract clause 1g).

Please note that any additional costs incurred during overnight accommodation such as other meals, drinks, telephone calls and newspapers are not included. You must settle these direct with the hotel before leaving.

GENERAL TERMS AND CONDITIONS

General exclusions from service

1. AA service and/or cover does not include the following:

  1. vehicle servicing or re-assembly, eg where this is required as a result of neglect or unsuccessful work on the vehicle other than on the part of the AA or its agents;
  2. the cost of garage or other labour required to repair Your Vehicle, other than that provided by the AA or it's agents at the scene of the breakdown or accident;
  3. any costs of draining or removing fuel, lubricants or other fluids as a result of the introduction of an inappropriate substance. We will arrange for your vehicle to be taken to a local garage or another appropriate location but you will have to pay for any work carried out;
  4. any additional charges resulting from Your failure to carry a legal and serviceable spare wheel(s) or tyre(s), except where this is not provided as manufacturers standard equipment. The AA will endeavour to arrange on your behalf, but will not pay for, assistance from a third party;
  5. having Your Vehicle stored or guarded in Your absence;
  6. the provision of service when Your Vehicle is on private property e.g. garage premises, unless You can establish that You have the permission of the owner or occupier;
  7. the provision of service to any persons in excess of the number of seats fitted in the vehicle at the time of breakdown, or to anyone who was not travelling in the relevant vehicle at the time of the breakdown. If there are more people than the maximum allowed, the AA will seek to arrange, but will not pay for, their onward transportation;
  8. any ferry, toll or congestion charges incurred as a result of the vehicle being recovered;
  9. the recovery of any vehicles bearing trade plates or which the AA has reason to believe have just been imported or purchased at auction;
  10. the transportation of immobilised vehicles where the AA considers this to be part of a commercial activity, for example, to, from or for motor dealers or delivery companies;
  11. the cost (including any call out charge) of any locksmith, body-glass or tyre specialist, should the AA consider this to be required. The AA will endeavour to arrange this help on Your behalf, however it will not pay for these specialist services and any contract for services provided will be between You and the relevant specialist. If, in the AA's reasonable opinion, Your Vehicle requires recovery to such a specialist to be mobilised and, to effect that recovery, specialist lifting equipment not normally carried by AA patrols is required, the AA will arrange the recovery but at Your cost. If use of a locksmith or other specialist would, in the AA's opinion, mobilise the vehicle, no further service will be available for the breakdown in question;
  12. the cost of any specialist lifting equipment (not normally carried by AA patrols), if this is, in the view of the AA, required to provide assistance e.g. when a vehicle has left the highway, is standing on soft ground or is stuck in snow. In these instances, the AA will arrange recovery but at Your cost. Once the vehicle has been recovered to a suitable location, normal AA service will be provided;
  13. the transportation or arrangement of the transportation of any animal. If the AA or its agents agree to transport an animal, then this will be at Your own risk. It is Your responsibility to secure any animal being transported or to make alternative arrangements for its transportation;
  14. in the event that You require vehicle recovery following an accident, the AA can, if You require, provide this for You but will not be responsible for meeting the costs involved. If the AA does agree to provide recovery in these circumstances You will be responsible for, and required to pay, the AA's charges for this service (including, but not limited to, any charges relating to any specialist equipment used). In the event that, following an accident, You require one of the additional services available under Relay Plus (and You have the relevant cover), the AA can arrange this for You but will not be responsible for any costs involved. You will, therefore, be required to pay on request any applicable charges. In regard to all matters referred to in this clause, You must give the AA, on request, any relevant information it reasonably requests. Please note that, following a road traffic accident, or otherwise, it is and remains Your responsibility to ensure that You properly comply with any requirements of Your motor insurer in making a claim under Your motor insurance policy;
  15. service for vehicles broken down as a result of taking part in any 'Motor Sport Event', including, without limitation, racing, rallying, trials or time-trials or auto test. However, for the avoidance of doubt, the AA does not consider 'Concours d'elegance' events, track test days for road-legal vehicles or rallies held exclusively on open public highways where participants are required to comply with the normal rules of the road, to be Motor Sports Events.

General rights to refuse service

Please note: if a Member is refused service by the AA the Member has the right to an explanation in writing (see 'Compliments and complaints' for Member Care contact details).

2. The AA reserves the right to refuse to provide or arrange breakdown assistance where:

  1. service is requested to deal with the same or similar cause of breakdown to that which we attended within the preceding 28 days. It is Your responsibility to make sure that emergency repairs carried out by the AA are, where appropriate, followed as soon as possible by a permanent repair. Nothing in this provision shall affect any rights You may have in relation to any negligence or breach of contract or breach of any other legal duty on the part of the AA or its agents;
  2. You are not with Your Vehicle at the time of the breakdown and You are unable to be present at the time assistance arrives;
  3. in its reasonable opinion, Your Vehicle was, immediately before breakdown, dangerous, overladen or unroadworthy;
  4. in its reasonable opinion, due to the circumstances surrounding the breakdown or accident, the giving of service would involve any breach of the law;
  5. in its reasonable opinion, there has been an unreasonable delay in reporting the breakdown;
  6. You cannot produce a valid Membership card (or appropriate receipt) and some other form of identification. If these cannot be produced, and the AA is unable to verify that the appropriate Membership entitlement is held, the AA reserves the right to refuse service, or may, at its discretion, offer service on the immediate payment of a 'security payment'. In these circumstances:
    1. any sum required ('security payment') will consist of the full relevant Membership subscription and an additional surcharge, which will be notified to You at the time, payable by credit, debit or Switch card in advance of any service being given;
    2. any security payment made will be refunded in its entirety, provided the Member can establish to our reasonable satisfaction that they were a Member at the time of the breakdown, with the relevant level of cover;
    3. without prejudice to Your statutory rights, no refunds will be given if Membership entitlement cannot be proved, or simply because Your Vehicle cannot be fixed at the roadside;
    4. if You require a replacement vehicle or any other service under Relay Plus entitlement, this must be agreed with us in advance and paid for by You. Any costs incurred which would normally be paid in full or by the AA as part of the Member's Relay Plus entitlement will be refunded if it is established to our reasonable satisfaction that You had effective Relay Plus cover at the time of the incident in question.
  7. the AA reasonably considers that You:
    1. or anyone accompanying You, is behaving or has behaved in a threatening or abusive manner to AA employees, patrols or agents, or to any third party contractor; or
    2. have falsely represented that You are entitled to services that You are not entitled to; or
    3. have assisted another person in accessing AA services to which they are not entitled; or
    4. owe the AA money with respect to any services, spare parts or other matters provided by the AA or by a third party on the AA's instruction.

Additional services

3. Any additional services made available by the AA which are not described in these Terms and Conditions are provided on a purely discretionary basis and may be withdrawn at any time.

Use of agents

4. Service from dedicated AA patrols is subject to availability and may be supplemented by use of appropriate agents. The AA will only accept responsibility for the actions of an agent where the agent is acting on the AA's instruction.

Requests for assistance

5. All requests for assistance must be made to the AA using the contact instructions provided by the AA from time to time. If You contact a garage direct, You will have to settle its bill and the AA will be under no obligation to reimburse You.

Emergency nature of breakdown service

6. AA patrols are trained and equipped to carry out emergency roadside repairs and are not in a position to comment on the general safety or roadworthiness of a vehicle after a breakdown or an emergency repair. In addition, completion of an emergency repair cannot be taken to signify or in any way guarantee the general roadworthiness of the vehicle concerned.

Cancellation of Membership

7. The Member has the right to cancel their Membership within a 14 day 'cooling-off period', commencing either from the agreement of the contract (which is the renewal date for renewing annual Members) or the receipt of Your Membership documents and card, whichever happens later.

The following refund policy will apply for Members cancelling within the cooling-off period:

  1. a) if the Member joined already requiring assistance, the Member will receive a full refund of any premium paid less the AA's charges for assistance provided. The minimum charge for this assistance is £90, which excludes any additional recovery charges paid for excess mileage (see under 'Relay', 'what is not covered').
  2. b) if the Member did not join already requiring assistance, the Member will receive a full refund of the premium paid less a pro rata charge for the period of cover and the AA's administration charge.

If requested, the Member should promptly return any Membership card(s) and must not, in any event, make further use of the cancelled Membership.

Please note that there will be no separate or additional cooling-off period(s) during the Membership Year, regardless of any changes that are made to the Membership.

8. If the Member wishes to cancel after the cooling off period has expired the following will apply:

  1. for Members with Annual cover: subject to any other statutory rights the Member may have, the AA will not be obliged to give refunds for any unexpired proportion of Membership cover.
  2. for Members with Continuous cover: the Member can cancel their Continuous Membership cover at any time by giving a minimum of 30 days notice. Cancellation will take effect at the next payment date following the end of the notice period. Please note that Continuous Members are entitled to change their level of breakdown cover at any time. However if the Member asks for a service to be removed from the cover held then this will take effect at the next payment date and no part month refunds will be due.

9. The AA shall have the right to cancel any Membership if:

  1. the AA has been entitled to refuse service under clause 2g;
  2. the maximum number of call outs, as set out in the AA's Service Control policy, has been reached or exceeded in any two consecutive Membership Years;
  3. Membership was taken out where the AA was, or is, entitled to cancel an existing or previous Membership under sub paragraph a) or b) of this clause.

No refund shall be due to the Member under sub-clause a) and b). In the event that the AA cancels a Membership in accordance with sub-clause c), the AA shall give Members with Annual cover a pro rata refund based on the unexpired cover at cancellation (provided no service has been given and subject to a minimum administration charge of £30) and, for Members with Continuous cover, cancellation will take effect at the next payment due date and no refund will be due to the Member.

10. The AA shall also have the right to cancel a Continuous Membership contract:

  1. a) immediately if any month's Continuous Membership subscription is overdue;
  2. b) at any time by giving at least 45 days notice: cancellation will take effect at the next payment date following the end of this notice period and no refund will be due to the Member.

Autorenewal

11. If Membership is paid annually by Direct Debit, Continuous Credit Card or Quarterly payments, the AA will renew Membership automatically at the end of each year. A reminder will be sent to advise of the premium and any changes to Membership Terms and Conditions that will take effect at renewal. If a Member does not want to renew on this basis, they should contact the AA at least seven days prior to renewal on 0800 435 980. Please note that Autorenewal does not apply to Continuous Membership cover.

Changes to Terms and Conditions

12.

  1. a) Annual cover: The AA is entitled to change any of the Terms and Conditions of Membership at renewal. The AA also reserves the right to make changes to the Terms and Conditions during the Membership Year, on the giving of reasonable notice, where it reasonably considers this necessary in order to comply with any applicable laws, regulations or the advice or instruction of any regulatory authority.
  2. b) For Continuous Membership cover: the AA is entitled to make changes to any of the Terms and Conditions of Membership (and to the subscription payable) during a Continuous Membership contract, but will always give the Member at least 45 days prior notice of any such change(s).

Matters outside the AA's reasonable control

13. While the AA seeks to meet the service needs of Members at all times, its resources are finite and this may not always be possible. The AA shall not be liable for service failures where the AA is faced with circumstances outside its reasonable control. Events which might 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 sub-contractors, theft, malicious damage, strike, lock out or industrial action of any kind.

Exclusion of liability for loss of profit etc

14. The AA shall not, in any event, and to the extent permitted by law, have any responsibility for any increased costs or expenses, for any loss of profit, business, contracts, revenue or anticipated savings or for any special, indirect or consequential losses incurred as a result of or in connection with any service, whether resulting from tort (including negligence or breach of statutory duty), breach of agreement or otherwise. For the avoidance of doubt, nothing in this clause or these Terms and Conditions shall exclude or restrict the AA's liability for negligence resulting in death or personal injury.

Enforcement of Terms and Conditions of Membership

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

16. None of the Terms and Conditions, or benefits, of the Membership agreement with the AA are enforceable by anyone else other than the Member. For the avoidance of doubt, and without limiting the above, any rights under The Contract (Rights of Third Parties) Act 1999, or any replacement or amendment of such act, are excluded.

Use of headings

17. The headings used in this booklet are for convenience only and shall not affect the interpretation of its contents.

Interpretation: use of English law and language

18. Your AA Membership and these Terms and Conditions are governed and should be interpreted by the laws of England and Wales. The EEA State for the purpose of Membership is the United Kingdom. The Terms and Conditions of Membership are written in English and all correspondence entered into shall be in English.

SERVICE CONTROL POLICY – CALL-OUT LIMITS

This section outlines the call out limits that apply to AA Membership within each Membership Year. Service Control is designed to keep Membership affordable by making sure that high use by a minority of Members is avoided.

Additional premiums during the Membership Year

Depending on Your type of Membership, You have the right to call us out a set number of times in each Membership Year. The limits are as follows:

Personal Membership:

Single Membership Maximum of five call-outs in a Membership Year

Joint Membership Maximum of six call-outs in a Membership Year

Family Membership Maximum of six call-outs in a Membership Year

Please note: Call-outs made by any Joint or Family Members will also be taken into account when calculating whether the service limit has been reached under a particular Membership.

Vehicle Membership: Maximum of five call-outs in a Membership Year

Within the overall service limits set out for Personal and Vehicle Membership above, there is also a separate limit of a maximum of three call outs for Relay Plus in any one Membership year.

If the relevant call-out limit is reached, the AA will be entitled to charge an additional premium for each subsequent call-out. We will also be entitled to restrict the level of breakdown service(s) available to You during the remainder of that Membership year.

Additional premiums at renewal

If the relevant maximum number of call-outs set out below is reached within the last two Membership Years, we will be entitled to ask for an increased subscription price for the following Membership Year.

Additional premiums are only applicable to Members who have held less than 15 years of continuous cover, and are as follows:

Personal Membership:

Single Membership Total of five call-outs over the last one or two Membership Year(s)

Joint Membership Total of five call-outs over the last one or two Membership Year(s)

Family Membership Total of six call-outs over the last one or two Membership Year(s)

Vehicle Membership: Total of six call-outs over the last one or two Membership Year(s)

Unless high use of the service continues the increased price will only be applicable for one Membership Year. The revised subscription price will be notified to the Member within the renewal invitation.

USE OF YOUR PERSONAL INFORMATION

1.1 The AA group of companies*, including Automobile Association Personal Finance Limited, ('we') will use your personal information for the following purposes:

  1. to identify you when you contact us;
  2. to help identify accounts, services and/or products which you could have from us from time to time. We may do this by automatic means using a scoring system, which uses the information you have provided, any information we hold about you and information from third party agencies (including credit reference agencies);
  3. to help administer, and contact you about improved administration of, any accounts, services and products we have provided before, or provide now or in the future;
  4. to carry out marketing analysis and customer profiling (including with transactional information) and create statistical and testing information;
  5. to help to prevent and detect fraud or loss;
  6. to contact you in any way (including mail, email, telephone, visit, text or multimedia messages) about products and services offered by us and selected partners. We will only contact you in this way if you have previously indicated your consent;
  7. to keep you up to date with our AA Member Benefit Scheme under which, as part of your Membership benefits, we will give you Membership information and details of discounts and offers we negotiate from time to time on behalf of our Members. If you do not want to receive this benefit please write to our Data Protection Compliance Manager at the address given; and
  8. where we are contacted for breakdown assistance service using a mobile telephone we or our agents may provide details of the relevant telephone number to the mobile telephone network providers, through our agent, to enable us to record the geographical location of the handset as part of the breakdown information in order to assist us in locating the caller.

* A list of companies forming the AA group of companies is available from the Data Protection Manager at the address given.

1.2 We may allow other people and organisations to use information we hold about you for the purpose of providing services you have asked for, as part of the process of selling one or more of our businesses, or if we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings. From time to time, these other people and organisations may be outside the European Economic Area in countries that do not have the same standards of protection for personal data as the UK.

1.3 We may monitor and record communications with you (including phone conversations and emails) for quality assurance and compliance reasons.

1.4 We may check your details with fraud prevention agencies. If you provide false or inaccurate information and we suspect fraud, we will record this. We and other organisations may use and search these records to:

  1. help make decisions about credit related services for you and members of your household;
  2. help make decisions on motor, household, credit, life and other insurance proposals and insurance claims for you and other members of your household;
  3. trace debtors, recover debt, prevent fraud, and to manage your accounts or insurance policies; and
  4. check your identity to prevent money laundering unless you give us other satisfactory proof of identity.

1.5 If you need details of those fraud prevention agencies from which we may obtain and with which we may record information about you, please write to our Data Protection Manager at The Automobile Association, Fanum House, Basingstoke, Hampshire, RG21 4EA.

1.6 Where you give us information on behalf of someone else, you confirm that you have provided them with the information set out in these provisions, and that they have not objected to such uses of their personal information. Where you give us sensitive data about yourself or another person (such as health details or details of any criminal convictions), you agree (and confirm that the other person has agreed) to our processing such information in the manner set out in these provisions.

ABOUT THE MEMBERSHIP SALES SERVICE

Set out below is information relating to AAIS which helps to arrange the majority of sales of AA Membership. Please note that some sales are not arranged through AAIS and if this applies to your cover, you will be issued with a separate document identifying the company which arranged your cover, and giving the required information about that company.

1. Who regulates AAIS?

AAIS is authorised and regulated by the Financial Services Authority (FSA) which is the independent watchdog that regulates financial services. AAIS's permitted business is that of an insurance intermediary dealing in and arranging contracts of general insurance. You can check this information on the FSA's register by visiting their website www.fsa.gov.uk/register or by contacting 0845 606 1234. Our FSA registration number is 310562.

2. Which companies do AAIS deal with?

AAIS deals with The Automobile Association Limited which underwrites Roadside Assistance, Home Start and Relay, and Automobile Association Underwriting Services Limited which underwrites Relay Plus. AAIS acts as an agent of these underwriters, when receiving your premium and when making a refund to you. These are the only underwriters of breakdown assistance available through AAIS.

3. What service do AAIS provide?

You will be asked some questions to narrow down the Membership options that AAIS will provide information on but You will not receive advice or a recommendation on which level of breakdown cover to buy. You will then need to make your own choice about which level of breakdown cover you require. AAIS will keep a copy of your policy for compliance purposes. Communication with AAIS and concerning any policy issued will be in English.

4. What will you have to pay for services provided by AAIS?

You will not have to pay a fee for the arrangement of your Membership which is provided by AAIS. AAIS will tell you about any other charges relating to your Membership.

5. What to do if you have a complaint?

If you wish to register a complaint about the services you have received from AAIS, please contact:

By phone: 0845 607 6727

In writing: Member Care, AA, Lambert House, Stockport Road, Cheadle, Cheshire SK8 2DY

By email: CustomerSupport@theAA.com

If you cannot settle your complaint with AAIS you may be entitled to refer it to the Financial Ombudsman Service.

6. Is AAIS covered by the Financial Services Compensation Scheme (FSCS)?

AAIS's selling/arranging of insurance activities are covered by the FSCS. You may be entitled to compensation from the scheme if AAIS cannot meet it's obligations. This depends on the type of business and the circumstances of the claim. Insurance arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk or telephone 0207 892 7300.

AA COMPANY DETAILS

The Automobile Association Limited is incorporated with limited liability in Jersey number 73356. Registered Office: 22 Grenville Street, St Helier, Jersey JE4 8PX, Channel Islands. It is an insurer of breakdown assistance services cover that is exempt from authorisation under the Financial Services and Markets Act 2000. Head Office: Fanum House, Basingstoke, Hampshire RG21 4EA. Branch registered in England and Wales number BR004875.

Automobile Association Underwriting Services Limited is an insurer of general business which is authorised and regulated by the Financial Services Authority (FSA). Head Office: Fanum House, Basingstoke, Hampshire RG21 4EA. Registered in England and Wales number 1674675.

Automobile Association Insurance Services Limited is authorised and regulated by the Financial Services Authority (FSA). Registered Office: Fanum House, Basingstoke, Hampshire RG21 4EA. Registered in England and Wales number 2414212.

January 2007