Terms And Conditions - 247 Road Services

MEMBERSHIP TERMS & CONDITIONS

When you’re on the road, problems can happen and 24/7 Roadservices Australia has a team dedicated to getting you back on the road and where you need to be as quickly and safely as possible.

SAFE AND SOUND

Are you in need of Assistance? Please call 1800 008 616 and have your vehicles registration number and your best phone number ready. Our team will ask the exact location of your vehicle and what has happened. In the event of an emergency, please call 000.

Please remain with your vehicle. If our provider arrives and the vehicle is unattended, there may be additional charges for subsequent callouts for the same incident. If your vehicle is parked in a hazardous location, please let us know when you call us and ensure you and your passengers stay clear of any oncoming traffic.

TERMS & CONDITIONS

1. Roadside Assistance Membership

1.1 24/7 will provide the member with roadside assistance Australia wide, where we can and when it is safe to do so. Membership may be registered under the name of an individual, company or an organisation. The membership will apply to the vehicle, which must be currently registered and in a roadworthy condition;

1.2 A cooling off period of two (2) business days provides members with the ability to cancel their membership in writing to admin@247roadservices.com.au without penalty.

1.3 Member services/benefits will become effective after the cooling off period of two (2) business days after the receipt of payment. Membership/s must be paid for and current to obtain any services or benefits. Emergency membership is available at additional cost if assistance is required immediately.

1.4 Membership plans can be upgraded at any time by contacting 24/7 on 1300 550 279. Your new services/benefits will become effective two (2) business days after the receipt of payment.

1.5 Should you replace your vehicle, your membership is transferable. In order to organise the transfer, you must contact 24/7 during business hours within 7 days of vehicle changeover occurring. Transfer will become effective two working days after notification is received by 24/7.

1.6 All fees paid to 24/7 (including membership fees, administration fees, service fees) are non-refundable unless under the following circumstances: sale of vehicle (with proof of registration transfer) or insurance write-off (with proof from insurer) with no claims in the current membership period, a pro-rated refund less an administration fee of $22.00.

1.7 Service will not be provided to a member who, in our view, is abusive, threatening or violent to any 24/7 staff member or contractor, or a member who attempts to receive service by deception. Should a member behave in this way we may, after investigation:
– Suspend or limit services to the member,
– Impose service fees for further service requests, or
– Void the membership

1.8 Any changes to the vehicle registration number or change of address must be reported to 24/7 during business hours, within 7 days of the change occurring.

1.9 When requesting roadside assistance, you must provide the correct vehicle details and the exact location of the vehicle. All services will be at your expense if we are not able to confirm your membership.

1.10 Roadside assistance is only available on any sealed or designated road that the service provider deems to be safe. Roadside assistance is only provided where the weight of the vehicle is less than 3.5 tonne gross and the length of the vehicle is less than 5.5 metres.

1.11 We will not authorise or pay for any service performed/carried out prior to the commencement date of the membership.

1.12 If you are not in attendance with your vehicle at the time when the service provider arrives, the service cannot be performed and one call-out will be deducted from the member’s callouts. Further callouts related to the same breakdown will be considered a separate callout.

1.13 Roadside assistance is provided in the event of an unexpected mechanical breakdown. It does not cover vehicle maintenance or permanent repairs. Temporary repairs may be made at the request of the member/driver to mobilise the vehicle (where possible). However, regular maintenance or any mechanical repairs (major or otherwise) is the member’s responsibility and will be at the member’s expense.

1.14 If a member makes use of all the service callouts in a membership term, the membership will be deemed exhausted. To receive further roadside assistance, you will be required to pay a service fee by credit card at the time of the call for each additional service request or take out a new policy. Unused callouts will not be carried forward. Four- and Five-star plans have no callout limits, subject to Sub-Section 1.13 below.

1.15 If a member has received and continues to request roadside assistance or towing for a vehicle repeatedly on an unjust and excessive number of instances in a year, we may refuse to provide further roadside assistance or towing and will then offer an alternative service at the member’s expense – payable upon request of service.

1.16 Limits of liability per yearly membership for each protection plan:
– “3 Star” four (4) callouts per year.
– “4 Star” unlimited callouts subject to excessive use (Section 1.14).
– “5 Star” unlimited callouts subject to excessive use (Section 1.14).

1.17 24/7 reserves the right to amend prices and inclusions of policies without prior notice.

1.18 To clarify the definition of metro/regional and rural/country areas contact please contact 24/7 on 1300 550 279

1.19 Where reimbursement is requested, you are to provide the relevant documentation and receipts to verify expenses covered under your membership via email to: admin@247roadservices.com.au

2. Towing

2.1 We can provide Emergency towing to transport your vehicle to the nearest repairer up to the kilometre limits of your plan. You only have to pay for any excess kilometres.

2.2 Towing will be provided for all vehicles which do not exceed 3.5 tonne and 5.5 metres, provided that the tow can be made with standard towing equipment and such equipment is available. Towing will be provided using the most appropriate equipment available (such as lift-tow or flat- top truck) as determined by 24/7. Should specialised towing equipment or personnel be required (such as power winches, extended cables or hydraulic vehicle moving jack dollies etc.), this service will be at the driver/member’s expense – payable upon request of service.

2.3 We will attempt to transport all passengers with the vehicle, provided that each person can be legally transported in the tow truck. In the event that we are unable to transport all passengers, alternative transport must be organised at the member’s expense.

3. Flat Batteries

3.1 We’ll either provide a jump start or arrange a battery replacement if available, to help you on your way. You only have to pay for the battery

4. Flat Tyre

4.1 We’ll change your tyre with your vehicles roadworthy spare or tow your vehicle to a tyre outlet or service centre, subject to your plans towing allowance.

5. Emergency Fuel

5.1 We will deliver up to 10 litres (or approximately 50km worth) of emergency fuel (unleaded petrol or standard diesel), fuel cost payable by you at the time of our assistance.

5.2 If you have an Electric or LPG vehicles, we can assist you with towing, subject to your plans towing allowance.

6. Lockout Assistance (4- and 5-Star Plans)

6.1 If you have accidently locked your keys in your car, we can assist in gaining entry by contributing up to $70 toward the cost of a Technician/Locksmith.

7. Ambulance Cover (4- and 5-Star Plans)

7.1 In the event that your vehicle is in an accident and you or a member of your immediate family requires an Ambulance as a result, we will contribute to that cost, unless those costs are already covered under an existing State Government Scheme.

8. Car Hire (4- and 5-Star Plans)

8.1 We will reimburse you the cost of a hire car if your vehicle has had a mechanical breakdown more than 100 kilometres from its registered address and it’s been deemed not roadworthy for more than 48 hours.

9. Accommodation

9.1 Major Breakdown (4- and 5-Star Plans) – If your vehicle has suffered a major breakdown more than 100 kilometres from its registered address, we will reimburse you room only accommodation rates up to your plan limit.

9.2 Accident (5-Star Plan only): In the event of an accident and repairs are being carried out more than 100 kilometres from your vehicles registered address and you require emergency accommodation; we will reimburse you up to you room only accommodation up to your plan limit.

10. When Your Membership Benefits Do Not Apply

Our membership provides emergency roadside service only. Therefore, Roadside Assistance services and/or towing benefits do not apply for:
10.1 A vehicle that we deem to be:
– Un-roadworthy and/or unregistered
– Already at a motor vehicle repairer
– That is partly or fully dismantled or on which repairs have been attempted by anyone (including a licensed motor vehicle mechanic) or has a pre-existing failure or breakdown

10.2 A vehicle that has been involved in or suffered damage as a consequence of an accident, flood, theft, fire or malicious damage.

10.3 A vehicle which has been modified in ways that in our view increase the possibility of it sustaining damage during towing, or in ways that make damage-free towing difficult, unless such modifications are removed prior to towing. This includes modified or factory released accessories.

10.4 Transportation of a damaged vehicle.

10.5 A vehicle that has been driven against our instruction or the instruction of a licensed motor vehicle repairer.

10.6 A vehicle that has been transported to a holding or shipment facility.

10.7 A vehicle that is in a restricted access area.

10.8 A vehicle that has been used in a car rally or motor race.

10.9 Breakdowns caused by conditions that existed prior to the commencement of membership.

11. Your Responsibility For Costs

11.1 In the event the member insists the vehicle be broken into, to recover keys locked inside the vehicle, no responsibility or liability is taken by 24/7 or its contractors for any damage to your vehicle that may occur as a result. Due to contractor limitations, this service may not be available in all cases.

11.2 Any parts, labour or other costs related with the repair of a vehicle.

11.3 Towing that has not been arranged by us.

11.4 Any costs related to making arrangements for pets and animals.

11.5 All additional car hire charges, including fuel, tolls, insurance and other fees.

11.6 Towing kilometres in excess of your plans allowance.

11.7 Any freight costs (including sea crossings)

11.8 Any financial loss or liability, however sustained, occurring from or in any way connected with a breakdown or accident.

11.9 Any service provided for a failure that occurred prior to the commencement of your membership. These services are payable at the time the service is provided.

11.10 Any charges for batteries, excess towing, salvage, emergency fuel, locksmiths, holding yards and toll costs at the time of service, are payable by the member at the time of service. Failure to pay any of these charges will void your membership.

12. Australian Consumer Law

Our Membership come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the membership service, you are entitled to:
12.1 Cancel your membership with us; and

12.2 A refund for the unused portion, or to compensation for its reduced value.

You are also entitled for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the membership service rectified in a reasonable time, and if this is not done, to cancel your membership and obtain a refund for the unused portion of the membership.

13. Definitions

13.1 Accident – your car has been involved in and/or has damage from a collision or malicious act of any nature, including attempted or actual theft or break-in;

13.2 Breakdown – a failure of your vehicle occurring within the benefit period which has caused it to be immobilised or become un-roadworthy or unsafe to drive in transit, due to mechanical or electrical fault. This can also be a flat tyre, flat battery, or circumstances where your car has run out of fuel or its key has been locked inside it or has been lost (but not stolen);

13.3 Repairer – a licenced repairer or mechanic with the ability to mobilise the vehicle after a breakdown;

13.4 Restricted Access Areas – an area that is protected by security and/or other systems designed to prevent access to unauthorised people or vehicles and includes areas which we do not have permission to enter (for example airports, sporting venues, protest or concert sites, or certain business premises).

13.5 Vehicle – the vehicle to which your valid 24/7 Roadservices Membership applies.

13.6 We, Us, Our – 24/7 Roadservices Australia Pty Ltd

13.7 You, Your – the person’s name that appears on the membership.

14. Important Information

These Terms and Conditions are valid from 1 January 2020. By purchasing 24/7 Roadservice Australia membership, you agree to these Terms and Conditions.

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