May 21, 2024 3:18 am

Table of Contents

GDPR

Introduction

These terms and conditions (“Terms”) outline the basis on which you may use our website app (“Virtual Mechanic”). By using the App, you agree to be bound by these Terms and the provisions of our Privacy Policy.

Data Controller

The data controller of the App is BAA Automotive Alliance, a company registered in the United Kingdom. If you have any questions about how we use your personal data, you can contact us at support@baalliance.co.uk.

Personal Data

We collect and process personal data about you in accordance with the EU General Data Protection Regulation (GDPR). The types of personal data we may collect from you include your name, email address, vehicle registration, IP address, and other contact details.

Processing of Personal Data

We process your personal data for the following purposes:

  • To provide and operate the App.
  • To communicate with you about the App and any updates or changes.
  • To respond to your requests and inquiries.
  • To comply with our legal obligations.
Legal Basis for Processing

Our legal basis for processing your personal data is:

  • Your consent (where we have obtained it).
  • Our legitimate interests (in providing and improving the App).
  • To comply with our legal obligations.
Third-Party Service Providers

We use third-party service providers to help us operate the App and process your personal data. These service providers may be located outside the European Economic Area (EEA). Where we transfer your personal data to third-party service providers outside the EEA, we ensure that appropriate safeguards are in place to protect your personal data.

Your Rights

Under the GDPR, you have the following rights:

  • The right to access your personal data.
  • The right to rectify your personal data.
  • The right to erase of your personal data.
  • The right to restrict processing of your personal data.
  • The right to data portability.
  • The right to object to processing of your personal data.
  • The right to withdraw your consent at any time.

To exercise any of these rights, please contact us at support@baalliance.co.uk.

Data Retention

We retain your personal data for as long as necessary to fulfil the purposes for which it was collected unless a longer retention period is required by law.

Data Breach

In the event of a data breach, we will notify you without undue delay and take appropriate measures to mitigate the effects of the breach.

Changes to These Terms

We may update these Terms from time to time. We will notify you of any changes by posting the revised Terms on the App. By continuing to use the App after any changes, you agree to be bound by the revised Terms.

Governing Law and Jurisdiction

These Terms are governed by the laws of the United Kingdom, and any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

Contact Us

If you have any questions or concerns about these Terms or our Privacy Policy, please contact us at support@baalliance or write to us at BAA Automotive Alliance Ltd, Parallel House, 32 London Road, Guildford, Surrey, GU1 2AB.

Virtual Mechanic Pro APP

The information is provided using AI technology in order to deliver the fastest and most accurate answers to any car related problems. The information should not be relied upon and is only provided as a guide to try and help diagnose common issues. The APP technology is reliant on the quality of the information entered by the user, and Virtual Mechanic and/or BAA Automotive Alliance take no responsibility for information which is found to be incorrect or misleading.

Virtual Mechanic and BAA Automotive Alliance would always recommend seeking professional, qualified advice on any vehicle faults detected, and the APP is to be used as a guide only. 

Any feedback or advice can be sent using our online, contact form.

Usage

To avoid our servers crashing or creating slow response speeds, all accounts/ memberships are limited to 20 questions/ queries per month. 

Each membership is purchased for the exclusive use of that individual, any membership details which have been proven to be shared with other parties may have their membership cancelled immediately. DO NOT SHARE YOUR LOGIN DETAILS WITH ANYONE ELSE.

Additional memberships need to be purchased in order to protect the User’s identity and personal data. Virtual Mechanic and British Automotive Alliance take no responsibility for data being obtained due to a breach of these conditions.

Accessibility Statement

We are committed to ensuring that our website is accessible to everyone, regardless of ability or disability. We have made every effort to ensure that our website is compliant with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA.
Accessibility features on our website:

  • Text alternatives for non-text content: We provide text alternatives for all non-text content on our website, such as images, videos and audio files.
  • Keyboard navigation: Our website can be navigated using a keyboard, without the need for a mouse or other pointing device.
    Clear and readable content: We use clear and easy-to-read fonts, with a sufficient contrast between text and background colours, to ensure that our content is accessible to all users.
  • Adjustable text size: Our website allows users to adjust the text size, to suit their individual needs.
    Captions and transcripts: Where we provide video or audio content, we provide captions and transcripts to ensure that the content is accessible to all users.
  • Consistent navigation: Our website has a consistent navigation structure, making it easy to find information and move around the site.
    We are committed to ongoing improvement and welcome feedback from our users. If you encounter any accessibility barriers while using our website, please contact us at support@virtualmechanic.co.uk
    This accessibility statement was last updated on 18/04/2023.

Breakdown and Recovery Service

The breakdown and recovery product is a service that is provided to our members FREE OF CHARGE. This policy does not act as an insurance policy and is therefore an unregulated product. The service will provide recovery, Nationally, anywhere within the UK Mainland, not including The Isle of Man or the Channel Islands. 

The complimentary 12-month Breakdown Service includes up to 2 callouts per year. Any callouts that exceed this limit will incur further charges. The offer is for one vehicle per membership and does not cover the individual driver in any other vehicle than the one registered with us.

The complimentary breakdown policy will be valid 48 hours after it is registered to help avoid any fraudulent, misuse of the services offered.

Breakdown assistance is limited to 2 callouts per year and is exclusive to the registered vehicle only.

This service does not include European cover or breakdown related to misfuelling of the vehicle. In the event of a tyre failure, we will recover the vehicle if a spare tyre, locking wheel nut, tyre foam kit is in the vehicle.

You may be charged if you call us out for a repeat problem within 28 days.

This service is only available to vehicles which are privately owned. Company, fleet, rental, 4×4 off-road activity, racing/ track day activity or vehicles driven under the influence of drugs or alcohol will not be covered under this policy. The vehicle must have a valid MOT, Tax and insurance policy. The register keeper of the vehicle must also have a valid UK driving licence, proof of ownership and relevant records may be requested for safety and security assurances.

This service can be used in the event of a mechanical breakdown that renders the vehicle immobile, within the United Kingdom. We will arrange for a recovery operator to attend the breakdown and where appropriate spend up to 60 minutes to try and repair the vehicle.

It is the vehicle owner’s responsibility to guard your safety and abide by the rules of the Highway Code. 

What’s included:

Roadside Assistance

In the event of a mechanical breakdown that renders the vehicle immobile, within the United Kingdom, we will arrange and pay for a recovery operator to attend the breakdown and where appropriate spend up to 60 minutes to try and repair the vehicle.

Nationwide Recovery

If, in the opinion of the recovery operator, they are unable to repair the vehicle within 60 minutes at the roadside, we will assist in the following way:

Either:
• Arrange and pay for your vehicle and the passengers to be recovered to the nearest suitable garage which is able to undertake the repair.

Or:

  • Arrange for the vehicle and passengers to be recovered to a destination of your choice, which is a maximum of 20 miles from the location where the vehicle has broken down.

Home Assist

We will arrange and pay for a recovery operator to attend a breakdown at or within a one-mile radius/straight line of your home address and, where appropriate, spend up to 60 minutes to try and repair the vehicle.

If, in the opinion of the recovery operator, they are unable to repair the vehicle within 60 minutes at the scene of the breakdown, we will arrange and pay for your vehicle and the passengers to be recovered to the nearest suitable garage which is able to undertake the repair.

Recovery of your vehicle and passengers must take place at the same time as the initial call-out, otherwise you will have to pay for subsequent call-out charges.

If your vehicle requires recovery, you must immediately inform our rescue co-ordinator of the address you would like the vehicle taken to. Once the vehicle has been delivered to the nominated address, the vehicle will be left at your own risk.

Overnight Accommodation

We will pay up to a maximum £150 contribution towards overnight accommodation.

*Emergency Overnight Accommodation and Alternative Travel benefits are available under the following conditions:

• The vehicle must be repaired at the nearest suitable garage to the breakdown location.
• The vehicle cannot be repaired the same working day.
• The breakdown did not occur within 20 miles of your home address.
• We will determine which benefit is offered to you by assessing the circumstances of the breakdown and what the most cost effective option for us is.

*These services may be offered on a pay/claim basis, which means that you must pay initially, and we will send you a claim form to complete and return for reimbursement. Before arranging these services, authorisation must be obtained from our rescue co-ordinator. We will only pay for a hire vehicle which we deem is appropriate for your requirements and is available at the time. We will only reimburse claims when we are in receipt of valid proof of payment.

Alternative Travel*

We will pay up to £60 towards the cost of alternative transport or a hire vehicle.

*Emergency Overnight Accommodation and Alternative Travel benefits are available under the following conditions:

• The vehicle must be repaired at the nearest suitable garage to the breakdown location.

• The vehicle cannot be repaired the same working day.

• The breakdown did not occur within 20 miles of your home address.

• We will determine which benefit is offered to you by assessing the circumstances of the breakdown and what the most cost-effective option for us is.

*These services may be offered on a pay/claim basis, which means that you must pay initially, and we will send you a claim form to complete and return for reimbursement. Before arranging these services, authorisation must be obtained from our rescue co-ordinator. We will only pay for a hire vehicle which we deem is appropriate for your requirements and is available at the time. We will only reimburse claims when we are in receipt of valid proof of payment.

Caravan/Trailer Recovery

In the event of a breakdown where your caravan/trailer is attached, providing the caravan/trailer is fitted with a standard 50mm tow ball coupling hitch and does not exceed 7 metres/23 feet in length (not including the length of the A-frame and hitch), your caravan/trailer will be recovered with your vehicle at no extra cost.

Key Assist

If you lose, break, or lock your vehicle keys within your vehicle, we will pay the call-out and mileage charges back to the recovery operator’s base or your preferred destination if closer. All other costs incurred, including any specialist equipment needed to move the vehicle, will be at your expense.

Message Service

If you require, we will pass on two messages to your home or place of work to let them know of your predicament and ease your worry.

Usage & Exclusions

The complimentary breakdown policy will be valid 48 hours after it is registered to help avoid any misuse of the services being offered.

Breakdown assistance is limited to 2 call-outs per year and in exclusive to the registered vehicle only.

This service does not include European cover or breakdown related to the misfueling of the vehicle. In the event of a tyre failure we will recover the vehicle if a spare tyre, locking wheel nut, tyre foam kit is in the vehicle.

You may be charged if you call us out for a repeat problem within 28 days.

This service is only available to vehicles which are privately owned. Company, fleet, rental, 4×4 off-road activity, racing/ track day activity or vehicles driven under the influence of drugs or alcohol will not be covered under this policy. The vehicle must have a valid MOT, Tax and insurance policy. The register keeper of the vehicle must also have a valid UK driving licence, proof of ownership and relevant records may be requested for safety and security assurances.

This service can be used in the event of a mechanical breakdown that renders the vehicle immobile, within the United Kingdom. We will arrange for a recovery operator to attend the breakdown and where appropriate spend up to 60 minutes to try and repair the vehicle.

It is the vehicle owner’s responsibility to guard your safety and abide by the rules of the Highway Code. 

Service Renewal & Cancellation

The FREE Breakdown which is offered by Virtual Mechanic is a collaboration with British Automotive Alliance. The offer is a combined service which cannot be cancelled separately. If you decide to cancel your Virtual Mechanic PRO membership, you will automatically forfeit the rights and benefits offered through this breakdown service and both agreements will be cancelled immediately. 

This breakdown will automatically renew each year alongside the Virtual Mechanic Pro APP membership. If you wish to cancel this policy for any reason, please email us at support@baalliance.co.uk

Every effort is made to respond to each call-out as quickly as possible. However, during busy periods or difficult to reach areas, response times may vary. British Automotive Alliance (BAA) take no responsibility for delays in recovery response times. This service is provided by Call Assist Limited. Registered in England and Wales. Registered Company Number: 3668383. Registered office address: Axis Court, North Station Road, Colchester, Essex CO1 1UX.

Call Assist Ltd, Firm Reference Number 304838 is authorised and regulated by the Financial Conduct Authority
.

The Virtual Mechanic Pro Membership will auto-renew every year to avoid any accidental loss of service.

The breakdown service offer will also renew alongside this membership unless stated otherwise. Please email support@baallianc.co.uk in order to cancel this subscription in writing.

Complaints Procedure

If you wish to make a complaint about the Virtual Mechanic Pro APP, please contact support@baalliance.co.uk, and we will respond within 48 hours to try and resolve the issue.

Complaints that need to be made in relation to breakdown would need to be sent to: Axis Court, North Station Road, Colchester, Essex CO11UX.

Complaints in relation to online booking of your vehicle need to be sent to: Book My Garage, 1000 Lakeside, North Harbour, Portsmouth, PO63EN.

We will ensure that all complaints are handled in a polite and timely manner. Any improvements that can be made to improve the services we offer will be listened to and implemented where possible.

Billing, Refunds & Cancellation

Payments are based on an annual subscription in order to avoid any unintended disruption of the services we provide. If you wish to opt out of the automatic renewal, please email support@virtualmechanic.co.uk and we can amend this accordingly. Payment will show on your bank statement as ‘Virtual Mechanic PRO (BAA)’. The BAA stands for British Automotive Alliance, who are acting in partnership with this service.

We want our customers to be completely satisfied with our services. If you are not satisfied with our services, we offer a refund within 14 days of purchase. If you cancel after that, as long as you haven’t used our services for that cover-year started, we’ll give you a refund based on how long your membership had left. If it’s outside the cooling-off period, and you have used any of our services, you can still cancel your membership, but you won’t get anything back.

The FREE Breakdown which is offered by Virtual Mechanic is a collaboration with British Automotive Alliance. The offer is a combined service which cannot be cancelled separately. If you decide to cancel your Virtual Mechanic PRO membership, you will automatically forfeit the rights and benefits offered through this breakdown service and both agreements will be cancelled immediately. 

To request a refund, please contact our customer support team at support@baalliance.co.uk Please provide your name, email address, and the reason for your refund request.

Please note that we cannot offer refunds for services that have already been provided or for which we have started work. Refunds will be issued to the original payment method used at the time of purchase.

We reserve the right to cancel the breakdown service at anytime if we have reasonable grounds to do so. If we have to do this, we will give you at least 7 days’ notice. We’ll send our cancellation notice to the latest address or email that we have for you on record, and refund your membership fee based on the proportion of what is left on the 12-month term agreed. 

This membership cannot be transferred to another person or vehicle.
 

If you have any questions about our refund policy, please contact our customer support team.

Questions and Answers...

Yes, as long as you are within a one-mile radius/straight line of your home address and where appropriate, spend up to 60 minutes to try and repair the vehicle.

Anywhere in the United Kingdom.

No, the FREE breakdown service is active 48 hours after registration to Virtual Mechanic PRO has been received. This is to avoid any misuse of the services that are offered. Vehicles that have been deemed immobile before the breakdown is registered do not qualify for this service. 

Virtual Mechanic PRO is AI powered and is designed and trained to help you find the possible causes of the problems described to it. Without a physical or visual inspection of a vehicle, it is almost impossible to diagnose a fault accurately. Our Virtual Mechanic is designed to give you hints and tips so that you can be more confident when booking your vehicle in. The Virtual Mechanic will always try and suggest things you can check yourself before referring you onto our booking APP. You can also use VM to verify or check certain fault codes that you may have already been notified of elsewhere. 

Yes, as long as there is a spare wheel/tyre, locking wheel nuts, tyre foam kit in the car.

Yes, our Virtual Mechanic is trained to give you a whole range of useful advice with anything related to cars. It won’t however be able to offer legal advice.

Our Virtual Mechanic has been extensively trained on a range of automotive issues, however from time to time you may not get the specific information you need. In this case you can fill in the ‘Advanced’ queries through your Dashboard where one of our advisors will try and assist you further.

The VM is trained on generic warranty plans and therefore is unable to give specific advice without the specific terms and laid out in your contract. However, you can opt for our additional ‘warranty dispute resolution’ service where we can give you comprehensive advice.

The FREE breakdown service is applicable to the vehicle that is registered through this platform and not the individual.

The VM PRO and FREE breakdown offer will automatically renew every year unless you tell us otherwise. This is to avoid any unexpected loss of service. If you would like to cancel your renewal, you can write to support@baalliance.co.uk at anytime, and we will ensure your policy expires on the date specified.

No, the FREE Breakdown offer is in conjunction with Virtual Mechanic PRO. If you cancel your Virtual Mechanic PRO membership, you will automatically lose the benefits of the breakdown service. 

No, the membership is only valid to the individual who has registered and cannot be tranferred.

You can use the FREE breakdown service twice per year. Additional charges will apply if you go over this limit.