Roadside Response | Terms & Conditions
Warranty and Consumer Guarantee
Roadside Response provide the following warranty to the original purchaser subject to the terms and conditions stated herein. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Roadside Response Battery & Labour warranty
Roadside Response only use the very latest batteries, produced to exacting standards then tested and proven to meet stringent quality control standards. This is why we are able to provide the following nationwide application warranty on all batteries supplied and fitted by Roadside Response:
- 3 year warranty on batteries fitted into Passenger vehicles, including start/stop (private use only)
- 2 year warranty on batteries fitted into 4WD, Truck & Farming applications (private use only)
- 2 year warranty on batteries fitted into Marine, Deep Cycle, Motorbike, Mobility, Scooter, Caravan applications (private use only)
- 12 month warranty applies to all batteries installed in applications used for commercial, business or non-personal purposes (including but not limited to, taxi, courier, trucking & police vehicles)
- We provide 3 months warranty on labour provided as part of repairs or Roadside Assistance call out.
- In instances where a battery was not fitted by a official Roadside Response technician (supply only/cash and carry) the manufacturers stated warranty applies – which can be found on the product labeling.
This warranty covers batteries that become unusable or un-serviceable due to defects in material and/or workmanship or labour provided as part of a Roadside Assistance emergency call out. Warranty period commences from date of initial purchase. This warranty covers the battery used in the application for which it was intended and charged with an approved charging profile. Proof of purchase and return of good(s) in question must accompany any request for warranty.
This warranty does not apply to batteries that break or fail due to abuse or neglect such as improper installation, misapplication, loose wiring, corroded terminal connections, mishandled or dropped batteries, freezing, fire, explosion, or un-authorised battery modifications. This warranty does not cover sulphation damage caused by failing to maintain sufficient charge in batteries for extended periods of time. Batteries must be fully charged after any significant drain and the charge cycle must be completed. As per Australian Consumer Law if the battery usage is not for personal, domestic or household use, then we will not be responsible or liable for any consequential or incidental expense or loss.
Please be aware that the warranty covers the battery only (product), not our roadside call out service. Fees may be charged if you require us to come out to you for warranty adjudication.
This warranty is given by Response Group Australia Pty Ltd (ABN 77 118 237 415) trading as Roadside Response. Roadside Response Head Office is contactable by phoning 1300 468 931.
Warranty Claim Procedure
To make a warranty claim, call Roadside Response on 1300 468 931 (24/7/365). Please note that the claim will not be allowed unless proof of purchase (e.g. invoice) is provided. As we provide a 24/7/365 warranty and claims program. Roadside Response will not accept any battery for warranty; that has not been tested by an authorised Roadside Response technician.
Roadside Assistance Booking, Payment and Cancellation Policy
A booking is deemed to have been made when either a telephone call or electronic booking has been received via our website. We require that all booking are either paid for in full by credit card, debit card, EFT transfer or via a valid membership or fleet credit account. Roadside Response may refuse service if an authorised payment method cannot be established at the time of requesting assistance.
Roadside Assistance Cancellation Policy
In the event you choose to cancel a confirmed booking, you have 10 minutes from the time of booking to call us and cancel your booking without charge. You will be charged a minimum cancellation fee of $79 inclusive of GST if you choose to cancel (or fail to notify us of cancellation) once the initial 10 minutes grace period has passed.
This cancellation fee does not apply to Roadside Response members who hold a valid membership subscription at the time of booking, however a cancelled booking may constitute one of your inclusive call out benefits. The cancellation fee still applies if the technician arrival is delayed beyond the initially stated ETA for any reason whatsoever.
We require payment by credit card for all Roadside Assistance requests, unless you hold a valid membership account or fleet credit account with Self Move Hire at the time of booking. A pre-authorisation of your nominated credit card will be processed to ensure you have sufficient funds available for your quoted service. Cash payments are not accepted without prior approval. Business and Personal Cheques are not accepted. If you hold a valid Roadside Response membership or fleet credit account, charges will be applied to your account; provided your authorised credit limit and/or membership entitlements remain within terms.
Where payment has not been made by electronic funds transfer (EFT), Credit Card or other approved payment method has been provided to cover the cost of service, Roadside Response may refuse service at its sole discretion. Where service has been provided and payment is outstanding, we will endeavor to notify the authorised person to organise payment. In the event that payment has not been received within 14 days of the original notification, Roadside Response may choose to pass the outstanding debt to our nominated collection agency. A administration fee equal to 20% of the debt amount will be added to any outstanding debt to cover costs associated with the appointment of an authorised collection agent.
Roadside Response stated 50 minute response time is based on the average call out time for jobs completed in metropolitan Sydney during the last full 12 months of trading. We will provide an estimated ETA at the time of booking based of volumetrics, location and repair works required. Roadside Response take no responsibility for ETA’s which extend beyond the estimated time due to traffic conditions, weather, volume, acts of god or for any other reason outside of our control, including the engagement of any 3rd party contractors.