Terms & Conditions

Terms & conditions of service

GenAssist cover applies to the vehicle registered.
Cover applies in the UK only.
GenAssist is available for cover on vehicles up to 3,500kg gross vehicle weight.
GenAssist is designed as an emergency breakdown facility. Any temporary repairs carried out by the operator to mobilise the vehicle must be followed up as soon as practicable with a permanent repair.
GenAssist does not cover attendance after an accident or following a breakdown which is the result of fire, theft, or act of vandalism.
GenAssist does not cover ferry and toll fees, taxi fees, vehicle storage charges, any charges made to return the vehicle to the highway, vehicles immobilised by snow, flood or water, and the cost of replacement parts, fuel, oil, keys, etc.
GenAssist will not provide service for breakdowns that occurred before the agreement start date.
GenAssist will not provide service where the vehicle does not have a valid MOT or a current road fund licence.
GenAssist will not provide assistance where the breakdown has been caused by anything that is being towed by the registered vehicle (including trailer, caravan, horse box).
GenAssist will not attend a vehicle that is still mobile and is safe and legal to drive.
GenAssist will not provide assistance for the registered vehicle if it is unattended.
GenAssist will not provide unaccompanied recovery for the registered vehicle.

Delivery policy

GenAssist Rescue & Recovery documentation, including agreement wording, is sent via Royal Mail. We aim to dispatch your documents on the same day we receive your order; however, orders after 4pm may have dispatch deferred to the next working day.

Returns, refunds & cancellations

Refunds

Providing you have not made a claim, you may cancel your GenAssist membership at any time and we will refund you a pro-rata amount of your membership fee for each full month of cover remaining.

14-day cooling-off period

If you find that the cover does not meet your needs, contact us within 14 days and we will cancel your membership and refund your money in full, providing you have not used the service.

Disputes

We always look to resolve issues directly with our customers and our team will be happy to assist with your queries. Under European legislation, if you are not satisfied with the way that we propose to resolve any issue you have with the service you have ordered via our website, you may raise a complaint with the European Online Dispute Resolution Platform: http://ec.europa.eu/consumers/odr/

Privacy policy

We respect the privacy of every individual who visits this site. Our full privacy policy is available here: GenAssist Privacy Policy (PDF). A summary of how we collect and use personal information is outlined below.

We may monitor, record, store and use any telephone, email or other communication with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our customer service.

We need to collect and process personal information about you (including your name, address, telephone number and email). We may ask you for this information on our website to the extent that this is necessary in order to provide you with quotes or otherwise in relation to any contract that you may want to enter into. We will not disclose any personally identifiable information without your permission unless we are legally obliged to do so (for example, if required to do so by Court order or for the purposes of prevention of fraud or other crime). You will be treated as having given your permission for the processing of personal information relating to you (including the disclosures) referred to in this policy. By submitting these details, you consent to the processing of sensitive personal data about you by us.

Providing you with the best service

It is very important to us that we provide you with the highest level of service. In order to help us do this, we may use the information you supply us with for market research and tracking of sales data, and sending you information about our products and services.

If you do not want us to use the information relating to you for any of the above purposes, please contact us as set out below. If you do choose to ask us to stop using your personal data for these purposes, then we will not use personally identifiable information relating to you for marketing purposes. If, however, you are or have been a customer of ours then we may continue to process data for the purpose of administering and otherwise in connection with any agreement that you bought through this website. This requirement will continue for as long as we have such agreement in force and for a reasonable period of time afterwards (as, for example, we may be legally obliged to retain information about you even after your agreement has expired).

Information placed on your computer

We may store some information (commonly known as a cookie) on your computer when you look at our site. This information facilitates your use of our website. Please see our cookie policy.

Non-personal information

We may automatically collect non-personal information about you such as the type of internet browser you use or the website from which you linked to our site. You cannot be identified from this information and it is only used to assist us in providing an effective service on this website. We may from time to time supply the owners or operators of third party websites from which it is possible to link to our site with information relating to the number of users linking to our website from such third party websites. You cannot be identified from this information. We aim to keep our information about you as accurate as possible. If you would like to review or change the details you have supplied us with, please contact us as set out below.

Security

We have implemented technology and policies to safeguard your privacy from unauthorised access and improper use and will continue to update these measures as new technology becomes available.

Third parties

We cannot be responsible for the privacy policies and practices of other websites even if you access them using links from our website, and recommend that you check the policy of each site you visit. In addition, if you linked to our website from a third party website, we cannot be responsible for the privacy policies and practices of the owners or operators of that third party website and recommend that you check the policy of that third party website and contact its owner or operator if you have any concerns or questions.

Contacting us

If at any time you would like to contact us, the details are available on our Contact us page.