Refunds & Returns

We reserve the right to reduce the refund amount (excluding delivery costs) to reflect any reduction in value of the Goods, when damage has occurred following mishandling or misuse. Should a full refund be issued prior to an inspection of goods and the goods are found to be defected, an appropriate amount must be paid.

There are no refunds for Postage and Packaging.

We will make any refunds of faulty goods due as soon as possible.

If you are exercising your right to change your mind then:

If the products are goods, your refund will be made within 14 days from the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us.

In all other cases, your refund will be made within 14 days of you telling us you have changed your mind, subject to the following:

When you return Goods to us.

When returning goods wrongly supplied or which have been incorrectly described, provided the Goods are returned as new in their original packaging, these items shall be refunded, exchanged or replaced if returned within 30 days of the original date of purchase proof of purchase is supplied.

We will usually process the refund due to you as soon as possible thereafter. For any entitlement to be due, the returned Goods must be in the same condition as when issued and in the original packaging, with the product documentation. The Goods must not have been used (such as any smell of without limitation fuel, toxins or rubber shall invalidate any refund due to you) and, where applicable, must not have been removed from the sealed clear packaging. This includes electrical items, which are supplied in sealed clear packaging. Goods returned to us because they fail to comply with the Warranty will be refunded in accordance with the provisions of the Warranty Conditions

“Special Order” means any Goods that are not held in stock by us (a non-stock item) and are therefore ordered and/or manufactured specifically as per your request. Payment in full is required for such Special Orders at the time the Special Order is placed with us. Special Orders that are manufactured specifically as per your request are non-refundable except at our sole discretion. We reserve the right to apply a restocking fee of 25% of the price of the Special Order, which shall be deducted from any refund due to you.”

We will normally refund any money received from you using the same method originally used by you to pay for your purchase.


Vehicle Hire Terms & Conditions

This guide has been designed to make the running of your Gowrings Mobility hire vehicle easy and efficient. We hope that it will ensure any problems arising are solved quickly and effectively and that we keep you on the road whatever the circumstances. We have attempted to cover most eventualities and inform you of what you need to know.


Gowrings Mobility implement strict quality control on all of our vehicles. If you feel there is a need to comment or complain about any matter concerning your vehicle, then please contact us on 0345 608 8020.


The vehicle is your responsibility while it is in your custody and care – it needs to be treated as you would treat your own vehicle in regards to maintenance, parking fines, general care and safety.

It needs to be maintained properly, therefore please:

  • Do check the oil, water, battery and tyres
  • Do have it serviced at the correct intervals
  • If in doubt call us
  • Do keep it clean
  • Do park it wisely
  • Do enjoy your car and drive carefully


Your vehicle is on hire from Gowrings Mobility. The agreement covers the following:

  • All servicing and maintenance
  • Replacement tyres, batteries and exhausts (excluding damage)
  • Breakdown and recovery

The contract does not cover the cost of:

  • Interior or exterior damage
  • Fuel and oil
  • Replacement and repair to windscreens
  • Repairs carried out without prior authority
  • Parking fines, bus lanes or any other fixed penalty notices or driving contraventions
  • Congestion charge


Vehicles returned to us with damaged windscreens will be repaired or replaced and the cost recharged to you or your insurance.

If the windscreen needs replacing or repairing and you are covered under Gowrings Mobility insurance, the excess charges will be charged to you.


The contract allows for replacement of tyres, batteries and exhausts provided replacement is due to fair wear and tear, and not misuse, damage, or neglect. Tyre blowouts are not covered.

In the event that a tyre needs replacing for reasons other than fair wear and tear a proportional charge will be applied on this basis:

Tread Depth

7mm+remaining: 100% of cost

6 to 7mm remaining: 75% of cost

5 to 6mm remaining: 50% of cost

4 to 5mm remaining: 25% of cost

<4mm remaining: No charge


In the event of a breakdown, arrangements have been made with either the manufacturer’s breakdown assist service (if the vehicle is less than a year old) or the RAC. This service is nationwide and the details you will need are stored either in the glove box of your vehicle or in the RAC windscreen wallet. Each service can be reached on the following telephone numbers:

RAC – 0333 202 3000

Fiat Assist – 00800 34280000

Ford Assist – 020 3564 4444

Renault – 0800 085 8005

Vauxhall Assist – 0800 0260034

VW Assist – 0800 777 192

You will be required to provide the following information:

  • Details of the vehicle and registration number
  • Your name
  • A description of the problem
  • Your location and contact telephone number

You will normally be attended within 60 minutes of your call


In the event of your vehicle being damaged as the result of an accident or whilst it has been parked you must notify us immediately of the details. If the vehicle is insured through Gowrings Mobility, we will deal with the claim, subject to a £500 excess. If the vehicle is self-insured, contact your insurance company to obtain a claim number and notify us of this number ASAP.

Dealing with damage to the vehicle must not be left until the end of the hire as we may be contacted by the police for details of incidents. If we have the details in advance they can be dealt with more efficiently.

If the damage is very minor (under the insurance excess) you may wish to pay for this directly by calling us to inform us of the damage and when we collect the vehicle pointing out to our driver so we know which damage you are responsible for.

When the vehicle is returned we will contact you with an estimate of the repair at which point you can still choose to repair through the insurance company if the cost is more than anticipated.


If you wish to take the car abroad please let us know. We require you to take out your own insurance and some form of European breakdown cover.

You must arrange adequate cover to include vehicle repatriation to England in the event of an accident or breakdown.

You must also apply for a hired vehicle certificate (i.e. substitute registration document). This can be obtained by phoning 0345 608 8020.



If your vehicle requires servicing and/or routine maintenance you must call Gowrings Mobility on 0345 608 8020 with the registration number and details of what work is required. In some cases we may arrange to swap the vehicle over.

All payments will be dealt with between Gowrings Mobility and the garage.

Please note, only Gowrings Mobility can give instructions.

If you instruct a garage yourself, you will be liable for any charges incurred unless authorised to do so by Gowrings Mobility.


If you receive a fixed penalty parking fine it is your responsibility to pay it promptly. As legal owners of the vehicle we will eventually be notified if the fine remains unpaid

When we are notified we normally pay the fine immediately in order to minimise any extra costs.

We will then re-charge you the cost of the fine plus a £30 administration fee.

Paying a fine promptly avoids this extra cost.


Please return all vehicles with the amount of fuel as when delivered. Shortages will be charged for at the current forecourt rate as published by the RAC + £0.30p per litre admin charge with a minimum charge of 5 litres.


Please call us one week prior to the termination of your hire agreement in order for us to arrange collection.


In the event of an accident please call Gowrings Mobility on 0345 608 8020 and then, if applicable, contact your insurance company to obtain a claim number.

At the scene of the accident please:

  • Stay calm
  • Do not admit liability
  • Obtain make and registration number(s) of other vehicle(s)
  • Obtain name and addresses of all parties involved and details of their insurers
  • Obtain details of Independent witnesses
  • Note date, time, weather conditions and precise location
  • Note any damage to other vehicle(s) or property
  • Notify the police if any person is Injured
  • Obtain the name and number of any police officer attending
  • Draw a sketch of the scene of the accident
  • If you have a mobile phone with a camera take pictures of the damage and position of the vehicles

If you are involved in an accident outside of office hours and the vehicle is undriveable you need to arrange with your insurers to recover the vehicle.

If you are covered by Gowrings Mobility insurance, you can call the RAC or the manufacturer’s Assist service (see BREAKDOWN section) who will recover you but you will be charged for this service before you can claim the costs from our insurers.


If you have an accident using your own insurance and the vehicle is off the road for repair, loss of use charges will be recovered through your insurance provider in addition to the cost of repair.


Your hire vehicle has a mileage limit of 100 miles per day (averaged over the hire period). Excess mileage will be charged at 15p per mile.