Service Terms

1. Introduction

These Service Terms govern the contract created between you (the "Customer") and the vehicle recovery or transport service provider (the "Partner") when you book a service through the MyHerro platform. By confirming a booking, both parties agree to these terms.

Important: The service contract is between the Customer and the Partner. MyHerro acts as an intermediary platform facilitating the connection and payment processing but is not a party to the service contract.

2. Service Description

Services may include:

• Breakdown Recovery: Emergency assistance for broken-down vehicles
• Vehicle Transport: Scheduled transport of vehicles between locations
• Accident Recovery: Recovery of vehicles following road traffic incidents
• Specialist Transport: Transport of motorcycles, classic cars, or other specialist vehicles

The specific service, pickup/delivery locations, timing, and price are detailed in your booking confirmation.

3. Customer Responsibilities

As a Customer, you agree to:

• Provide accurate information about your vehicle and its condition
• Disclose any known faults, damage, or issues with the vehicle
• Ensure the vehicle is accessible at the agreed pickup location
• Be present or have an authorised representative at pickup and delivery (unless agreed otherwise)
• Provide accurate contact details and be reachable during the service
• Remove personal belongings and valuables from the vehicle before transport
• Provide vehicle keys and any necessary documentation
• Pay the agreed balance upon service completion

4. Partner Responsibilities

The Partner agrees to:

• Arrive at the pickup location within the agreed timeframe
• Handle the vehicle with reasonable care during loading, transport, and unloading
• Transport the vehicle to the agreed destination
• Maintain communication with the Customer throughout the service
• Use appropriate equipment and methods for the vehicle type
• Carry valid insurance covering the service being provided
• Provide completion photos as evidence of successful delivery

5. Service Timing

Timing expectations depend on the service type:

• Emergency Breakdown: Partner aims to arrive within the ETA provided at booking (typically 30-60 minutes)
• Scheduled Transport: Pickup within the agreed time window on the scheduled date
• Same Day Service: Service completed within the same day as booking

Times are estimates and may be affected by traffic, weather, or other unforeseen circumstances. Partners will communicate any significant delays.

6. Vehicle Condition Disclosure

Customers must accurately describe the vehicle's condition when booking. This includes:

• Whether the vehicle runs and drives
• Whether all wheels roll freely
• Any pre-existing damage
• Vehicle modifications that may affect transport
• Low ground clearance or other access issues

Failure to disclose relevant information may result in service refusal, additional charges, or liability for any resulting issues.

7. Payment Structure

Payment for services is structured as follows:

• Deposit: Paid via the MyHerro platform at time of booking to secure the service
• Remaining Balance: Paid directly to the Partner upon successful completion of the service
• Accepted payment methods for the balance include cash, card, or bank transfer (at Partner's discretion)
• The total price is agreed at booking and will not change unless additional services are requested

8. Cancellation Terms

Customer Cancellations:

• More than 24 hours before service: Full deposit refund
• 12-24 hours before service: 50% deposit refund
• Less than 12 hours before service: No refund
• After Partner dispatch (emergency services): No refund

Partner Cancellations: If the Partner cancels, the Customer receives a full deposit refund and MyHerro will attempt to find an alternative Partner.

9. Refund Conditions

Refunds may be issued in the following circumstances:

• Partner cancels the booking
• Partner fails to arrive within a reasonable time without communication
• Service cannot be completed due to Partner's fault
• Significant deviation from agreed service without Customer consent

Refund requests are assessed by MyHerro based on the circumstances and available evidence.

10. Liability for Vehicle Damage

The Partner is liable for any damage to the Customer's vehicle that occurs during the service period (from pickup to delivery) due to the Partner's negligence. Partners are required to maintain appropriate insurance to cover such damage.

The Partner is not liable for:

• Pre-existing damage not caused during service
• Damage caused by undisclosed vehicle defects
• Damage to personal items left in the vehicle
• Mechanical failure unrelated to the transport process

11. Breakdown Recovery Limitations

For breakdown recovery services, please note:

• The Partner will make reasonable efforts to recover the vehicle safely
• Some vehicles may not be recoverable due to location, condition, or access issues
• Additional equipment or assistance may be required (at additional cost if agreed)
• The Partner may refuse recovery if it poses safety risks
• Recovery does not include roadside repair unless specifically agreed

12. Force Majeure

Neither the Customer nor the Partner shall be liable for failure or delay in performing obligations due to circumstances beyond their reasonable control, including but not limited to:

• Severe weather conditions
• Natural disasters
• Road closures or accidents
• Government actions or restrictions
• Pandemics or health emergencies

13. Dispute Resolution

If a dispute arises between Customer and Partner:

1. First, attempt to resolve the issue directly with the other party
2. If unresolved, contact MyHerro support at support@myherro.com
3. MyHerro may review evidence and facilitate resolution
4. MyHerro's decision on deposit refunds and rating disputes is final

For disputes involving vehicle damage claims, the matter should be handled through the Partner's insurance provider.

14. Governing Law

These Service Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact

For questions about these Service Terms, contact MyHerro at:

• Email: support@myherro.com
• Website: www.myherro.com