If your vehicle is equipped with an ADAS (Advanced Driver Assistance System) camera, including but not limited to Adaptive Cruise Control (ACC) or Automated Emergency Braking (AEB), or any other system where the vehicle takes corrective action while driving, and we have not discussed this during the booking, please contact us. We can assess whether your camera may require recalibration following a windscreen replacement. You may also consult your vehicle’s owner manual to determine if recalibration is necessary for your ADAS system.
Our services will be governed by the following terms and conditions:
You are engaging the services of Breakdown Recovery Service UK, a trading name of Hill Davenport Ltd. In these Terms of Business, references to “we,” “our,” or “Breakdown Recovery Service UK” refer to Hill Davenport Ltd. By requesting our vehicle recovery, Windscreen/Glass or repair services, you agree that our work will be governed by these terms. A contract between us is established at the point you confirm your appointment. The majority of the terms set out herein will also be reflected in the service document that you or your authorised representative will sign upon our attendance to your vehicle.
If our services are part of an insurance claim and you, as the individual making the booking, are not the policyholder for the vehicle, you confirm that you have the policyholder’s authority to proceed. In cases where we are not directly appointed by your insurer, and our services involve assisting with a claim under your policy, you hereby appoint us as your agent to assist in the administration and performance of your claim. Your signature provided at the time of the appointment will confirm our role as the policyholder’s agent.
Where applicable and available, we will endeavour to verify whether the cost of our services is covered under your insurance policy by reviewing the latest information provided by your insurer. Where feasible, we will liaise with your insurer to confirm the details and extent of your coverage. However, Breakdown Recovery Service UK shall not be held responsible for any limitations or conditions of your insurance policy, including but not limited to any applicable excess payments.
In the course of a vehicle glass removal and refitting appointment, there exists an inherent risk that the glass may crack or break during the removal process, even where our technician has exercised all reasonable care and skill. By agreeing to this service, you acknowledge and accept this risk. In the event that such damage occurs, we will seek your instruction on whether you wish to proceed with the replacement of the damaged glass. Should you elect to proceed with the replacement, you hereby agree that the provisions of clause 5 below shall apply in relation to the supply and installation of the new glass.
In circumstances where the vehicle glass removal and refitting forms part of an insurance claim, we will take into account any excess that you may have already paid to us, and adjust the charges accordingly.
You agree to bear full responsibility for the cost of any glass repair or replacement services provided by Breakdown Recovery Service UK in relation to your vehicle. In arranging for the delivery of these services, we incur business costs. You agree that we are entitled to charge you immediately for (i) any costs incurred in connection with the arrangement and/or provision of the service, and/or (ii) an upfront part payment towards the total cost of the glass repair or replacement.
Where you are making an insurance claim in respect of the services provided, we reserve the right, upon incurring any cost or charge as described above, to (i) obtain from you any excess payment or other portion of the insurance claim for which you are liable under the terms of your insurance policy, and (ii) apply such excess or portion towards any costs or charges incurred.
In the event that there are any outstanding payments due from you to us, we reserve the right, at our sole discretion, to withhold any repair services or other rights afforded to you under our service guarantee until such time as all outstanding amounts have been paid in full.
Where you are making an insurance claim in respect of our services, you agree that, with immediate effect from the commencement of work on your vehicle, (i) you assign to us the right to collect the insurance claim proceeds directly, and (ii) you will take any further steps necessary, including signing any additional documents, to give full legal or practical effect to such assignment.
Where the policyholder is registered for VAT, the policyholder agrees to pay VAT on the cost of our services. At the time of booking your appointment, VAT may have been calculated based on the cost of the materials typically required for the repair or replacement of vehicle glass for a vehicle of your type. If, during the course of the work, it becomes necessary to use additional materials (such as trims or clips) that were not anticipated at the time of booking, the total price and the VAT due may change accordingly. In such circumstances, you agree to pay all additional costs and VAT due to us, and we agree to refund any overpayment where applicable.
The visibility of a repair to vehicle glass is subject to various factors, including the nature and extent of the damage at the time of the repair. Breakdown Recovery Service UK carries out repairs to meet the standards set out in British Standard AU 242b 2022 (“the Standard”). Where a repair is successfully completed in accordance with the Standard, you agree to accept the work as fully completed, acknowledging that the repair may not be completely invisible. If you are dissatisfied with the outcome, you accept that you will need to contact your insurer to initiate a new claim.
In cases where the repair does not meet the Standard, for whatever reason, we will seek your instruction on whether you wish to proceed with the replacement of the glass. Should you choose to proceed with a replacement, you agree that the terms of clause 5 above shall apply to this service, with any previously paid excess taken into account. If you decide not to proceed with the replacement, you acknowledge and agree that Breakdown Recovery Service UK shall have no further liability in relation to the failed glass repair.
Prior to commencing work on your vehicle, our technician will create a diagrammatic record of any visible damage already present. We expressly exclude all liability for the repair of any damage, whether visible or not, that existed prior to the commencement of our work.
We will endeavour to perform our services to the highest standard and at a time and location mutually agreed between both parties. However, we reserve the right to amend the agreed appointment time for any reason and will provide advance notice of any such changes. Please note that the availability of dedicated technicians from Breakdown Recovery Service UK is subject to operational constraints, and as such, we may supplement our services through the use of approved partners, who will act as agents on our behalf. Should you have any complaints regarding our service, please contact our Customer Services team on 03305330525 or write to us at the registered address provided above. You may also email us at [email protected].
In the event that we cause any damage to your vehicle during the provision of our services, we will arrange for the necessary repairs at no cost to you. However, if you proceed with arranging repairs independently without obtaining our prior written approval, we cannot guarantee reimbursement of any associated costs. Approval for independent repairs will be contingent upon you providing us with a minimum of two written estimates from independent repairers prior to the commencement of any such works. We reserve the right to request additional estimates where we reasonably believe that the costs quoted are not appropriate.
If your vehicle is equipped with an Advanced Driver Assistance System (ADAS) that includes features such as Adaptive Cruise Control (ACC), Automated Emergency Braking (AEB), or other functions requiring the vehicle to take corrective action while driving, and this was not discussed at the time of booking, we request that you contact us for further clarification. We will assess whether recalibration of your ADAS camera is required following a windscreen replacement. You may also refer to your vehicle’s owner manual to determine whether recalibration is necessary for your specific system.
Where we determine that dynamic recalibration is required, you must ensure that your vehicle is roadworthy, in accordance with applicable laws and guidelines. This includes, but is not limited to, having a valid MOT, ensuring legal tyre tread depth, and maintaining appropriate brake fluid levels. If, in our sole opinion, your vehicle is deemed unroadworthy, we will be unable to perform the dynamic recalibration.
Telephone Bookings: When booking by phone, if recalibration is recommended for your vehicle’s ADAS camera, we will advise you of this and seek your confirmation on whether you would like us to provide this service.
Online Bookings: When booking online, if recalibration is recommended for your vehicle’s ADAS camera, the conclusion of your online session constitutes a booking request that remains subject to confirmation by us via telephone. During the follow-up call, we will explain the recalibration options and ask whether you wish for us to carry out the ADAS recalibration. Where possible, we will conduct the recalibration ourselves or refer you to a third party. You may be required to bring your vehicle to one of our centres for this service. It is essential that your vehicle complies with the ADAS recalibration checklist at the time of your appointment. Breakdown Recovery Service UK cannot accept liability for any unsuccessful recalibration where these requirements are not met. You acknowledge and accept this risk. Where we do not offer recalibration services for your vehicle’s ADAS camera, we will confirm with you whether you wish to proceed with the windscreen replacement.
(1) Corrosion: We are unable to install replacement windscreens on vehicles with corroded metal. Should we identify corrosion on your vehicle, we will cease work and explain your available options.
(2) ADAS Recalibration: Certain vehicles are equipped with ADAS cameras mounted on the windscreen, and the manufacturer may require recalibration of these systems following windscreen replacement. Breakdown Recovery Service UK may not be able to offer recalibration services for some vehicle types, and dynamic recalibration cannot be provided for vehicles deemed unroadworthy. Where we are unable to perform recalibration, you may need to arrange for this service at your own cost, which could include using your vehicle’s dealership network.
(3) Glass Fragment Removal: While we exercise all reasonable care, certain aspects of vehicle design, or the nature of the original glass damage, may prevent us from removing all broken glass fragments. Areas that may be affected include, but are not limited to, tailgate and door cavities, air vents, and locks. You agree that any additional work required to remove glass fragments from these areas will need to be completed at your own cost by a third party, which may include the vehicle’s dealership network.
(4) Paintwork and Lacquer: All tools and consumables used in the provision of our services are tested to ensure no damage occurs to your vehicle’s lacquer or paintwork. However, if your vehicle’s paintwork has not been completed to the applicable British Standard (BS), we cannot be held liable for any damage to the lacquer or paintwork resulting from our work. This includes any damage caused by the application of adhesive tape or similar materials by you or a third party.
We aim to limit our liability to you to the extent necessary to restore you to the position you would have been in had we not caused damage to your vehicle, while taking into account your legal duty to mitigate any losses. You acknowledge that the cost of repairing your vehicle, should we damage it, is likely to exceed the amount we are paid for our services and may also exceed the market value of your vehicle at the time it was presented to us for repair. Therefore, you agree that our total liability to you, in aggregate, for any service failure or vehicle damage, shall be limited to the lesser of the following:
(A) either (i) the total estimated or actual cost (as applicable) of repairing the damage caused to your vehicle, or (ii) the vehicle’s market value at the time it was presented to us for repair, where “market value” shall be reasonably determined by Breakdown Recovery Service UK, with reference to Glass’s Guide or any similar guide, and/or the opinion of an independent vehicle damage assessor; plus
(B) for any period during which your vehicle is unavailable, at our discretion (acting reasonably), either the cost incurred by us to provide you with alternative means of transport or a replacement vehicle of our reasonable choice; plus
(C) such amount as may be adjudicated in respect of unique and/or exceptional circumstances.
Except as expressly provided above, unless you made us aware of any special circumstances in advance and we provided written confirmation before commencing work, you agree that Breakdown Recovery Service UK will not reimburse or compensate you for any of the following: your time; any loss of income; any loss of use of your vehicle; any costs or expenses arising from loss of use of your vehicle; any loss of business or profits; any pure economic loss; any indirect or consequential losses resulting from our work; or any other losses not specifically covered under sub-paragraphs (A), (B), or (C) of this clause.
Should you choose to allow a dealership or accident management company to manage the repair of your vehicle, you are likely to incur costs that exceed those we would incur if we managed the repair on your behalf. Such third parties may offer you a replacement vehicle at a significant cost—potentially amounting to thousands of pounds—far higher than the cost we would incur in arranging a rental vehicle on your behalf. We will not cover the costs of any replacement vehicle supplied to you unless the rental has been arranged directly through us. Any costs incurred through a dealership or accident management company will be your personal responsibility, and you may face significant financial risk if you choose to use their services.
Nothing in these terms shall limit our liability for fraud, death, or personal injury caused by our negligence. Your statutory rights remain unaffected.
Where payment for our services is made through a trade or company account, the terms governing that trade or company account shall take precedence over the terms set out in this document.
You authorise us to remove and dispose of your damaged vehicle glass as waste, classified under European Waste Catalogue 16-01-20, and to transport it to an authorised site for appropriate recycling or treatment.
Breakdown Recovery Service UK is authorised and regulated by the Financial Conduct Authority for the provision of insurance mediation services only. Our authorisation number is 314575.
You agree that our privacy policy and cookie policy, as published on our website from time to time, shall govern the handling of your personal information, whether obtained from you, your insurer, or any third party (including brokers). If you wish to limit the use of your personal information, please address your request in writing to the Data Protection Officer, c/o Breakdown Recovery Service UK, at our registered address.
At Breakdown Recovery Service UK, we are committed to reducing fraud involving the use of credit cards. We reserve the right to refuse payment by debit or credit card if we have reasonable grounds to suspect that doing so may result in fraud being perpetrated against us or the registered cardholder.
These terms of business, along with any disputes or claims arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England shall have exclusive jurisdiction over any claims arising out of or in connection with our goods and services. However, we reserve the right to initiate legal proceedings against you in your country of residence or any other relevant jurisdiction in the event of a breach of these terms.
Any booking you make with us, whether by phone or online, will be subject to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134), as amended from time to time. In compliance with these regulations, we provide the following information:
Breakdown Recovery Service UK is a trading name of Hill Davenport Ltd, registered in England and Wales (Company Number: 14494512). Our registered office and head office is located at Unit 19, Millmead Business Centre, Millmead Road, London, N17 9QU. You can contact our Customer Services team by telephone on 0344 499 3403, or via email at [email protected]
We supply vehicle glass repair, replacement, and ADAS recalibration services.
If you are making a claim through your insurance, you are typically only required to pay any applicable excess. If you wish to pay in full for our services, we will provide a quotation inclusive of VAT. If you are VAT registered and intend for your insurer to cover the remaining balance, your insurer may require you to pay the applicable VAT on our charges. When we confirm your booking and, where required, quote the cost of our service, we make certain assumptions regarding the parts needed for your vehicle. Should these assumptions be incorrect, we reserve the right to adjust our costs and, consequently, the amount of VAT charged, to account for any additional parts required. For example, it may be necessary to replace a glass trim that we would not ordinarily replace for a vehicle of your type. In such cases, we reserve the right to modify the price and the corresponding VAT amount based on the goods and services actually provided.
Where we have received the relevant details from your insurer, we will notify you of the excess amount payable and claim the balance of our service fee directly from your insurer.
If we are unable to validate your insurance policy details prior to providing our services, we will rely on the information you provided. We reserve the right to recover payment for our services in all circumstances, including but not limited to situations where the information provided by you was incorrect, regardless of whether you were at fault.
We do not impose additional charges for the delivery of any products used in the provision of our services. We accept payment by Visa, MasterCard, Visa Electron, or Maestro and Bank Transfers. We do not accept American Express, Diners Club, or personal cheques. Payment via business or company cheque is available only for trade account holders.
Our services will be provided by appointment at a location agreed between us.
h. Consumer Cancellation Rights
Our contract with you is for the provision of vehicle glass repair, replacement, and ADAS recalibration services. Under the Regulations, if you are a consumer, you generally have the right to cancel the contract within 14 working days, beginning the day after the contract is formed. However, once you provide us with the keys to your vehicle, this will be regarded as your express consent for us to commence work on your vehicle, which usually occurs before the end of the cancellation period. Your right to cancel under the Regulations will expire once we begin work on your vehicle.
You may cancel your appointment and receive a full refund of any payments made, provided that you give no less than 48 hours’ notice before the scheduled appointment date. Refunds will not be issued for cancellations made with less than 48 hours’ notice. To cancel your appointment, please contact us by phone or through our website. No special form is required for cancellation. For ease, we recommend calling 0330 533 0525. Alternatively, you may print and complete the form below and send it by post to the address provided.
Cancellation Form
To: Breakdown Recovery Service UK (Hill Davenport Ltd), Unit 19, Millmead Business Centre, Millmead Road, London, N17 9QU.
I: ______________________________________________________
hereby give notice that I wish to cancel my order for the following service:
Vehicle registration number: _________________________
Appointment date: ________________________________________
Your address: ________________________________________________
Your telephone number: _________________________________________
Your signature: __________________________________________
Date: _______________________
Please note, you will not be entitled to cancel the appointment after we have commenced work on your vehicle, and we reserve the right to recover payment for our services if you cancel or require us to cease work after we have started.
Any price quoted for our services is only valid during the call in which it is offered. We reserve the right to refuse to honour any price quoted if you do not agree to purchase the service during that same call.
If we take payment from you during the appointment booking process, we will hold the payment until we commence work on your vehicle. Once we begin work, we reserve the right to retain any payment made to us.