Terms & Policies

ROADSIDE ASSISTANCE – GIFTED MEMBERSHIP

These are the terms and conditions of the Roadside Assistance membership (which excludes fleet, government and wholesale customers), gifted by mycar to its eligible customers, and of the assistance to be provided by mycar’s Roadside Assistance provider.

Your membership is effective for 6 months from the date of your Logbook Service, Essential Plus Service, or any other eligible service as advised by mycar from time to time.


1. mycar ROADSIDE ASSISTANCE

mycar Roadside Assistance is a dedicated roadside assistance service provided to you and your vehicle by mycar through Digicall Assist Pty Ltd, one of Australia’s largest premium roadside assistance providers, 24 hours a day, 365 days a year.


2. USING mycar ROADSIDE ASSISTANCE

Please call mycar Roadside Assistance on 13 13 28 and prepare to advise:

  • your vehicle’s registration number (and VIN if you know it)
  • your contact phone number
  • where your vehicle is located
  • what the problem seems to be and what assistance might be required
  • whether there you are towing a trailer or a caravan etc
  • if your vehicle is in a hazardous location or if are unable to stay with your vehicle due to other safety concerns.

Please stay with your vehicle if it is safe to do so. If your vehicle is unattended, we may be unable to provide assistance and you may have to pay the cost of any subsequent attendances for the same incident.


3. ROADSIDE ASSISTANCE

We will provide assistance to vehicles with current Roadside Assistance memberships, and who require assistance within the service area, subject to the EXCEPTIONS further below. We will help to mobilise your vehicle, if possible and where it is safe to do so, but you will be responsible and liable for any further repairs your vehicle might require.

If we are unable to mobilise your vehicle by providing technical advice over the telephone, we will dispatch and effect Roadside Assistance (which may be a mobile mechanic, tow truck operator or other assistance provider as directed by us) to your vehicle as follows:

Minor breakdown repairs We will effect minor repairs (including components up to a cost of $20.00 (inc. GST)) to facilitate the immediate mobilisation of your vehicle particularly in the event that a mycar store is not open or within close proximity of the breakdown. This excludes workshop repairs which may require diagnostic equipment or parts or repairs and excludes servicing. You will be responsible for all parts and repair costs incurred in the provision of this service (which may include, but is not limited to, batteries, hoses, electrical components, etc.) and any further repairs.

Battery We will test your vehicle’s battery performance, jump start a flat battery or coordinate a replacement (where supply and delivery costs will be your responsibility). If your faulty battery was recently fitted by mycar, please retain the battery to make warranty claim to the manufacturer.

Fuel We will deliver sufficient petrol or diesel for your vehicle, where government regulations permit, to travel to the nearest available refuelling facility (but you will be responsible for the cost of any fuel supplied in excess of 10 litres). LPG fuelled vehicles will be towed to the nearest refuelling facility, subject to the towing limits set out below. All costs incurred outside these towing limits are your responsibility. If you have fuelled your vehicle with incorrect fuel, we will coordinate towing but at your expense.

Flat tyre We will change a flat tyre with your vehicle’s serviceable spare. If your vehicle has multiple flat tyres, or if your vehicle does not have a serviceable spare, or replacement wheel studs/nuts, or locking wheel nut keys (as needed), we will transport your vehicle to the nearest mycar store (subject to the towing/transportation limits set out below).

Lost or locked keys If you lose your keys or lock them in your vehicle, we will provide all reasonable assistance (subject to proof of ownership being shown) to:

  • locate and deliver a spare key; or
  • arrange for the driver to retrieve the spare key, if this is more practical; or
  • gain access to your vehicle (once a consent and indemnity form has been signed by you).

In all other situations where the key is not available, we will arrange to transport the vehicle to your nearest mycar store, where the appropriate entry methods may be used. We will not be responsible for any damage incurred, or for any repair costs that result from gaining access to the vehicle or moving the vehicle while it is locked. All costs incurred above $55 (inclusive of GST) will be your responsibility.

Tow/transport If the vehicle cannot be mobilised at the breakdown location, we will tow/transport your vehicle to a mycar store up to a limit of 20kms from the breakdown location in metropolitan locations, or up to a limit of 50kms in regional and remote locations. All costs of towing above these limits, including subsequent tows, are your responsibility. Please note that this benefit does not apply if your vehicle has been fitted with a body that requires heavy haulage towing due to height, width or length. In those circumstances, we will coordinate towing for the vehicle, but all costs will be your responsibility.

Caravan Assistance If your vehicle requires transportation to a mycar store, we will use our best efforts to transport the attached caravan to the same store subject to the tow limits outlined above. It is your responsibility to inform us that your vehicle is towing a caravan prior to assistance being dispatched to you. If you do not tell us, you may be responsible for any/all costs associated with the caravan towing.

The roadside assistance service does not extend to any breakdown, immobilisation or related matters associated with the caravan itself, or caravan couplings where your vehicle is still mobile. To be eligible for the towing benefits outlined under this section, the caravan must not exceed the legal towing weight or dimension restrictions for a passenger vehicle transporter.


4. EXCEPTIONS

We are unable to provide Roadside Assistance to a vehicle that is:
  • not in the service area or not on a Gazetted public road;
  • unregistered, or not in a roadworthy or well-maintained condition;
  • unattended (unless agreed to by us at the time of arranging our assistance);
  • not registered for Roadside Assistance on our system (unless it is reasonably likely that the vehicle will shortly appear on our system because you can truthfully confirm that your vehicle had an eligible mycar service completed within the last two business days and you agree that if your vehicle cannot be verified as having had an eligible mycar service, the Roadside Assistance Provider will bill all reasonable roadside assistance costs to you directly);
  • operating as taxis, limousines, rental or hire cars, over 3.5 tonne GVM or modified, large or heavy enough to require a specialist or heavy haulage towing provider;
  • carrying more passengers or towing a greater weight than that for which it was designed as stated in the manufacturers specifications or arising from or connection with the improper, unauthorised, reckless or negligent operation of the vehicle or misuse of the vehicle;
  • or has been modified for racing, trials, or rallying or any Accident or any claim for Service has arisen in respect of such races, trails, rallies or participation in such activities;
  • fitted with accessories which are not genuine or not from the original manufacturer or not approved by the manufacturer (this exception does not include any parts fitted by mycar during servicing and repair work);
  • immobile in a workshop while being repaired or undergoing mechanical or electrical repairs at your premises, or for a breakdown resulting from unauthorised repairs or faulty workmanship of a repairer, business, or person not mycar; or
  • located in a restricted access area (except where we can enter the premises and you are willing to cover any associated costs) or in an area that a two-wheel drive recovery vehicle cannot access by permanent road.
This membership does not cover service calls where:
  • There was an accident, accident damage, break in or attempted break in of your vehicle;
  • the driver of the vehicle does not hold a valid driver’s licence issued by a competent authority;
  • there was failure to use reasonable care (e.g. repeatedly/intentionally running out of fuel) or a breakdown is due to driver related damage or misuse of the vehicle;
  • the vehicle has not been serviced by mycar within the six months prior to, nor on, the day on which Roadside Assistance is sought;
  • there was inappropriate or inadequate maintenance or repair, whether intentional, negligent or otherwise (e.g. not replacing a failing battery);
  • incorrect fuel or contaminated fuel added to the fuel tank;
  • vehicle owner or driver related faults including vehicle faults which existed prior to the commencement of your membership;
  • not following the instructions of your vehicle’s manufacturer, us or our Roadside Assistance provider;
  • the breakdown results from or is connected with your vehicle manufacturer’s recall;
  • inappropriate or incorrect fitting of parts or accessories (other than if by mycar);
  • a vehicle being bogged when provision of assistance is at our discretion and, should specialist equipment and/or towing become necessary, you will be responsible for all costs (but you will be advised of this condition before the service is provided);
  • assistance is requested in relation to loss or damage directly or indirectly occasioned by or happening or in consequence of war, invasion, act of God, act of foreign enemies, hostilities whether war be declared or not, civil war, rebellion, insurrection, terrorism, military and usurped power, riot, or civil commotion or sabotage or any other events beyond your control; or
  • breakdowns that arise from any attached caravan or trailer or their couplings.
We will use our best endeavours to help you but may be unable to provide Roadside Assistance when:
  • your vehicle has broken down or was immobilised within 24 hours of your membership being activated (the conditions stated in brackets in point 1(e) above may be applied);
  • there are inadequate resources in the area where your vehicle has a breakdown, for example where there are no tow trucks or repairers available;
  • circumstances are beyond our control, such as extraordinary delays caused by extreme weather conditions, a severe accident or traffic congestion; or
  • unexpected or disruptive events such as war, strikes, storms or other such unexpected events that prevent us from assisting you.

5. YOUR MEMBERSHIP

You agree this membership has been gifted to you by mycar, and any roadside assistance will be provided by our roadside assistance provider, and you will make no claim against mycar for any damage or loss occasioned to your vehicle by our roadside assistance provider.

Your membership is not transferable. You may choose to cancel your membership at any time by contacting us, however you will not be entitled to any other benefit, credit or refund.


6. DEFINITIONS

In these terms and conditions, the following words have the following meanings:

accident: a collision between your vehicle and another vehicle or object, or an attempted break in or theft of the vehicle.

breakdown: means mechanical or electrical failure, which causes the Vehicle to be immobilised or renders it unsafe to drive, provided this is not occasioned by attempted theft or Accident related damage. A Breakdown may also mean a driver-related incident including, but not limited to, basic call outs such as a deflated tyre, locked or lost keys, insufficient fuel or flat battery

eligible customer: means a mycar customer who has had an eligible service completed to their vehicle, subject to mycar’s terms and conditions as updated from time to time.

membership: means a Roadside Assistance membership, subject to these terms and conditions, which has been gifted to an eligible customer by mycar.

mobile or mobilised: means moving or capable of moving using the vehicles own power, as intended by the manufacturer when operating normally and not in need of assistance. “Immobile” and “immobilised” have the corresponding but opposite meaning.

mycar: means Tyre and Auto Pty Ltd trading as mycar Tyre & Auto ABN 57 164 707 484.

restricted access area: an area that is protected by security and/or other systems designed to prevent access by unauthorised people and includes areas that we do not have permission to enter (including but not limited to airports, sporting venues, protests and concerts).

roadworthy or well-maintained: a vehicle that is mechanically sound and otherwise fit to be operated and driven on Australian roads. The vehicle will comply with the minimum safety and other standards required by Australian road safety and transport laws and regulations and also be maintained and serviced by qualified personnel to the vehicle manufacturer’s recommended standard and specifications set out in the vehicle service booklet and instruction manual.

service area: where the breakdown of a vehicle is in an area of mainland Australia, Tasmania, and Phillip Island that is trafficable by a two wheel drive recovery vehicle or an island that is accessible by a two wheel drive vehicular bridge (excludes ferries).

serviceable spare: a wheel and tyre that is ready and able to be fitted to your vehicle to mobilise your vehicle after changing a flat tyre.

tow/transport: the vehicle will be towed or transported by the most appropriate equipment available to us, dependent on the services available, the location of the vehicle and the time that the breakdown occurs.

vehicle: your vehicle registered on our Roadside Assistance membership system.

you or your: the mycar Roadside Assistance member.

we, our, us: mycar, Level 2 7- 9 Barwell Ave, Castle Hill NSW 2154 together with our employees, agents, contractors and related companies.

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