Our Commitment To Your Privacy & Terms Of Business At London Auto Towing
At London Auto Towing, we believe clear communication matters just as much in our paperwork as it does on the roadside. Whether we’re providing emergency towing service, high value car recovery, a quick jump start or 24/7 breakdown recovery, we want you to understand how we operate, how we price fairly, and how we protect your personal information.
SAFETY, SECURITY & TRUST
Privacy Policy: How We Protect Your Personal Information
At London Auto Towing, we know trust is earned. When you ask us for help — whether it’s breakdown recovery or selling your car — you’re trusting us with your personal details as well as your vehicle. This policy explains, clearly and simply, how we collect, use, and safeguard that information. We follow UK data protection laws strictly. From your first call to the final invoice, your data is kept secure, never sold, and used only to deliver the high standard of service you expect.
Who We Are (Data Controller)
London Auto Towing is the organisation responsible for your personal information (the “data controller”). If you have questions, want to request your data, or need something corrected, you can contact us using the details in the Contact & Complaints section on this page.
Where Your Data Comes From
Most information comes directly from you (phone, WhatsApp, forms). In some cases, we may receive details from a garage, insurer, fleet contact, breakdown provider, or a police compound when they are arranging or confirming a vehicle movement. We only record what is necessary to complete the request.
What Information We Collect
We collect your name, phone number, email (if provided), location, vehicle details (make, model, registration), and job information such as pickup, drop-off, and access notes. We also retain service records, messages, call notes, and job photos where necessary for documentation and protection.
Why We Use Your Data
We use your information to provide quotes, plan safe vehicle movement, give updates, complete paperwork, issue invoices/receipts, and respond to queries or complaints. We do not use your personal information for unrelated purposes, and we do not collect data “just in case”.
Lawful Basis (UK GDPR)
We process personal data where it’s necessary to fulfil a service request (contract), to meet legal obligations (such as record-keeping), and where we have a legitimate business interest in operating safely and professionally (for example, documenting a completed job). Where consent applies (rare here), you can withdraw it.
Storage, Security & Retention
We store personal data securely with restricted access. We keep records only for as long as needed to complete the service, support warranty/queries, and meet legal or insurance obligations. After that, information is securely deleted or anonymised where appropriate.
Sharing Your Information
We do not sell your data. We only share information when needed to complete a service or meet legal requirements — for example, with a receiving garage, insurer, payment provider, recovery partner, or a police compound for documentation. We share the minimum necessary details and expect the same confidentiality in return.
Your Rights & How to Complain
You can request access to your data, ask us to correct it, and request deletion where legally permitted. You also have the right to raise concerns. If you’re not satisfied with our response, you can complain to the UK Information Commissioner’s Office (ICO).
Cookies & Website Efficiency
Our website uses essential cookies to help pages load correctly, improve security, and support basic features such as forms and spam protection. We do not use cookies for aggressive advertising tracking, and we do not sell personal information. You can manage cookie preferences using the cookie banner when it is available, or control cookies at any time through your browser settings. Please note that blocking some cookies may affect how certain parts of the website function.
Contact & Complaints
If you have questions about this policy or how we handle your information, please contact us. Whether you need to check a record from a past towing service or update your details, we are ready to assist. We handle every enquiry with full confidentiality. While you have the right to raise concerns with the Information Commissioner’s Office (ICO), we are committed to resolving any issues with you directly, openly, and fairly.
Terms of Business: Our Service Agreement
These Terms & Conditions explain how our towing, breakdown recovery, electric vehicle recovery, and related services are provided. They are designed to protect both you and our team by setting clear expectations around booking, pricing, vehicle condition, safety, and responsibility. By requesting or accepting our services, you agree to the terms outlined below. We encourage all customers to read them carefully so every recovery is handled fairly, transparently, and professionally.
Scope of Services
Our services include towing, vehicle recovery, breakdown assistance, electric vehicle recovery, police compound recovery, and related vehicle movements as agreed at the time of booking. Services are provided based on the information supplied and may exclude work that cannot be carried out safely or legally.
Accurate Booking Information
Customers must provide accurate details regarding vehicle condition, location, access restrictions, and destination when booking. Incorrect or incomplete information may result in delays, additional charges, or refusal of service upon arrival.
Pricing, Quotes & Deposits
Quotes are based on the details provided at the time of booking and assume standard access and vehicle condition. Deposits may be required for long-distance, specialist, electric, or high-value recoveries and become non-refundable once a vehicle has been dispatched.
Cancellations & Call-Out Fees
Once a recovery vehicle has been dispatched, a call-out charge may apply even if the service is cancelled. Cancellations made late or after arrival may still incur charges to cover time, travel, and operational costs.
Waiting Time Policy
A reasonable waiting period of 15 minutes is included once our operator arrives at the agreed location. Additional waiting time caused by access issues, missing keys, or customer delay may result in extra charges.
Change of Destination
Prices are based on the original destination agreed at the time of booking. Any change of destination after dispatch may result in additional mileage, time, or route charges, which must be approved before continuing.
Vehicle Condition Requirements
Vehicles must be in a condition that allows safe loading and transport, including functional steering where required. Any undeclared faults, seized components, or structural damage may require specialist equipment and additional charges.
Electric & Hybrid Vehicles
Electric and hybrid vehicles may not enter tow mode, may be locked in park, or may have low auxiliary battery levels. These vehicles may require flatbed loading, skates, dollies, or additional time, which can affect pricing and recovery method.
High-Value & Low Clearance Vehicles
Low-clearance, prestige, performance, or modified vehicles require specialist handling, extended ramps, and controlled loading. Additional care, time, and equipment may be necessary and are reflected in the final price.
Pre-Existing Vehicle Damage
Pre-existing damage may be photographed or documented before loading to protect both parties. London Auto Towing is not responsible for damage that existed prior to recovery or transport.
Vehicle Handling & Unavoidable Risk
All recoveries are carried out with professional care, however further damage may occur when handling severely damaged, non-rolling, or compromised vehicles. Weather exposure, broken glass, or unsecured panels cannot always be fully protected during recovery.
Fluid Leaks & Clean-Up
Vehicles leaking oil, fuel, coolant, or other fluids must be declared at the time of booking. Any environmental clean-up, absorbent materials, or additional handling required due to leaks may result in extra charges.
Keys, Access & Presence
Correct keys, access permissions, and a responsible person must be available unless agreed otherwise. Failure to provide access or keys may delay recovery or result in cancellation charges.
Valuables & Personal Items
Customers are responsible for removing valuables and personal belongings before recovery. London Auto Towing accepts no responsibility for items left inside the vehicle.
Unsafe Recovery Refusal
We reserve the right to refuse or stop a recovery if conditions are unsafe, illegal, or pose risk to people, equipment, or the environment. This includes hazardous materials, unsafe locations, or aggressive behavior.
Weather & Traffic Delays
Recovery times may be affected by traffic conditions, road closures, weather, or incidents beyond our control. Such delays do not constitute breach of service or grounds for compensation.
Ownership & Scrap Vehicles
Proof of ownership or authority may be required before recovery, especially for scrap or end-of-life vehicles. Certificates of Destruction (CoD) are issued by authorised treatment facilities, not directly by London Auto Towing.
Final Price & Payment
The final price reflects actual vehicle condition, access, equipment used, and services provided on the day. Payment must be made using approved methods as agreed, and scrap vehicle payments follow UK regulatory requirements.
Professional Car Recovery & Towing Support
With our terms clear and your privacy protected, you can book with confidence. If you need car recovery or emergency towing service, we’ll give you a clear quote, explain any access or vehicle requirements upfront, and provide professional help from first contact to final invoice — including electric vehicle recovery and flatbed towing service where required.
