Terms & Conditions

1. About us and these terms

These terms apply to all services provided by Hugo's Mobile Tyres Ltd (“we”, “us”, “our”), Company No. 16282413, registered in England & Wales, with our address at Cherwell Farm, Southfleet Road, Bean, Dartford, Kent DA2 8BS. You can contact us on 07961 564867 (phone or WhatsApp) or at info@hugosmobiletyres.co.uk.

We provide mobile tyre fitting and related services across Kent, Essex, London and East Sussex, including 24/7 emergency callouts and booked appointments Monday to Saturday. By asking us to carry out work, you agree to these terms. If you're a consumer, nothing in these terms affects your legal rights.

2. Our services and quotes

• Our quotes are based on the information you give us, such as your vehicle, tyre size, the service needed and your location. Please make sure it's accurate.
• We'll always confirm the price with you before any work starts. If, once we're with you, we find the job is different from what was described (for example a different tyre size, or extra work is needed), we'll explain why and agree any change in price with you before going ahead.
• Quotes are valid for the period stated when we give them, and are subject to tyre availability.
• Your booking is confirmed once we've agreed the job, price and time with you by phone, WhatsApp or email.

3. Pricing and payment

• Prices include VAT where applicable and are as confirmed in your quote.
• Unless we've agreed otherwise in writing, payment is due in full when the work is completed, before we leave. We'll confirm the accepted payment methods when you book.
• Where tyres need to be specially ordered for you, we may ask for payment for the tyres in advance. We'll tell you if this applies before ordering.
• Business and fleet customers may be offered account terms, as agreed with us in writing.
• Tyres and parts remain our property until they have been paid for in full.

4. Emergency callouts and call-out charges

• Emergency callouts may include a call-out charge in addition to the cost of tyres and fitting. Any call-out charge will be confirmed in your quote before we set off.
• Any arrival time we give is our best estimate. Traffic, weather and other jobs can affect it, and we'll keep you updated if we're delayed.
• If you no longer need us after we've set off, please let us know straight away (see section 5).
• For your safety on motorways and fast roads, please follow the advice of the emergency services and National Highways. We may not be able to work on the hard shoulder or in unsafe locations.

5. Cancellations, no-access and missed appointments

• If you need to cancel or rearrange a booked appointment, please tell us as early as possible by phone or WhatsApp.
• If you cancel after we've set off, or we arrive and can't carry out the work because the vehicle isn't there, we can't get access to it, or the locking wheel nut key isn't available, we may charge a wasted-journey fee. Any such fee will be confirmed in your quote or booking confirmation.
• If you cancel after we've ordered tyres specially for you, we may charge for any costs we can't recover, such as the supplier's return charge. We'll tell you this before ordering.
• If we need to cancel or rearrange, we'll let you know as soon as possible and agree a new time with you. If you've paid in advance and we can't offer a suitable new time, we'll refund you in full.
• Consumer cancellation rights: if you book as a consumer by phone, WhatsApp or online, you may have a legal right to cancel within 14 days. If you ask us to start the work within that period (for example an emergency callout or a booking for the next few days), you agree that the work can start straight away. Once the work is fully completed, you can no longer cancel, and if you cancel after we've started, you may have to pay for what we've done up to that point.

6. Your responsibilities

To help us do the job safely and properly, you agree to:

• make sure the vehicle is in a safe, legal and accessible location, on firm, level ground where possible, with enough space for us to work and park our van nearby;
• have permission for us to work at the location (for example a private car park or driveway);
• provide the locking wheel nut key if your vehicle has locking wheel nuts;
• give us accurate details of your vehicle, tyre size and the problem;
• tell us about anything that might affect the work, such as damaged wheels, previous repairs, aftermarket wheels or warning lights;
• be available, or have someone available, at the agreed time to hand over keys and approve the work.

Tyre pressure monitoring (TPMS) sensors

Many vehicles have tyre pressure monitoring sensors fitted inside the wheels. We take care when working with them, but sensors can be fragile, especially if they're old, corroded or near the end of their battery life. We're not responsible for sensors that were already faulty or that fail because of their age or condition. If a sensor needs replacing or reprogramming, we'll explain why and confirm the cost with you before doing the work.

7. Our right to refuse or stop unsafe work

Safety comes first. We may refuse to start, or stop, any work if we reasonably believe that:

• the location is unsafe for us or for you, for example because of traffic, the ground, poor lighting or weather;
• the vehicle, wheel or tyre is in a condition that makes the work unsafe, or the requested work would leave the vehicle unsafe or illegal to drive;
• a tyre can't be repaired safely in line with the British Standard for tyre repairs (BS AU 159), in which case we'll recommend a replacement; or
• we're subjected to abusive or threatening behaviour.

If this happens, we'll explain why. You'll only pay for work we've actually done and any charge we agreed with you beforehand.

8. Tyres, parts and guarantees

• New tyres we supply come with the manufacturer's warranty, which we'll help you claim on if a tyre has a manufacturing defect.
• We guarantee our workmanship. If something goes wrong because of the way we've fitted or repaired a tyre, please contact us and we'll put it right at no extra cost. The length of our workmanship guarantee is confirmed in your quote or on your invoice.
• Our guarantees don't cover damage or wear caused by road hazards (such as potholes, kerbs and nails), incorrect tyre pressures, misuse, accidents, wheel misalignment or other mechanical faults, or work carried out by someone else after us.
• We recommend re-checking wheel nut torque after a short distance, normally 30 to 60 miles, especially on alloy wheels. We'll remind you of this when we finish.
• Your old tyres will be disposed of responsibly unless you ask to keep them.

9. Our liability to you

• We'll carry out our services with reasonable care and skill, using parts that match their description and are of satisfactory quality.
• Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that can't be excluded or limited by law.
• If you're a consumer, you have legal rights under the Consumer Rights Act 2015. For example, if our service isn't carried out with reasonable care and skill, you can ask us to repeat or fix it, or in some cases get some or all of your money back. Nothing in these terms affects these rights. For more information, visit Citizens Advice.
• We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss or damage that wasn't foreseeable, or for pre-existing faults or damage to your vehicle that weren't caused by us.
• If you're a business customer, we're not liable for loss of profit, loss of business, business interruption or any indirect or consequential loss.

10. Complaints

If you're unhappy with anything we've done, please tell us as soon as possible so we can put it right. Call or WhatsApp 07961 564867, or email info@hugosmobiletyres.co.uk with your name, the date of the job, your vehicle registration and what went wrong (photos help). We'll aim to reply within a few working days and do our best to resolve things fairly.

11. Changes to these terms

We may update these terms from time to time. The version that applies to your job is the one published on this page when you booked. The “Last updated” date at the top shows when they were last changed.

12. Governing law

These terms are governed by the law of England and Wales. Any dispute will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

13. Contact details

• Hugo's Mobile Tyres Ltd, Company No. 16282413, registered in England & Wales
• Cherwell Farm, Southfleet Road, Bean, Dartford, Kent DA2 8BS
• Phone / WhatsApp: 07961 564867
• Email: info@hugosmobiletyres.co.uk