Roadside Assistance

Terms and conditions

Introduction

Breaking down on the side of the road is a nightmare that no one wants to face, but it does happen. LiquidCapital provides you the opportunity of obtaining peace of mind when it comes to your road safety with the LiquidCapital Roadside Assistance Plan which offers you 24-hour mechanical-breakdown assistance anywhere in South Africa.



Administration
LiquidCapital (Pty) Ltd, 2001/012511/07 is a licensed financial services provider (FSP No. 6210).

LiquidCapital (Pty) Ltd’s contact details are as follows:

Physical address: 140 Boeing Road East, Elma Park, Edenvale, 1610
Postal address: PO Box 851, Edenvale, 1610
Head Office Tel number: 011 663 7000
Customer Care Call Centre: 0861 114 384
E-mail address: customercare@liquidcapital.co.za


What does the LiquidCapital Roadside Assistance Plan cover? The features and benefits of the LiquidCapital Roadside Assistance Plan are:

  1. Tow-in service*
  2. If your vehicle experiences a mechanical breakdown which was not directly caused by a road accident and cannot be repaired on the spot, the LiquidCapital Roadside Assistance agent will dispatch a roadside team to tow your vehicle to the nearest approved dealership for repairs.

    For after hours or weekend tow-in service the LiquidCapital Roadside Assistance agent will follow the following procedure:

    • If the breakdown is on the side of the road the roadside team will be despatched immediately to collect the vehicle. If the nearest approved dealership has 24-hour security the vehicle will be towed and parked at the dealership’s premises. If there is no 24-hour security at the dealership the vehicle will be parked at the roadside team’s premises until the dealership opens.
    • If the breakdown is at your home the LiquidCapital Roadside Assistance agent will recommend that the tow-in be done when the approved dealership opens. A mechanical breakdown is defined as a fault in one of the vehicle’s parts as supplied by the manufacturer that makes the vehicle unable to drive, for example a malfunction in the clutch, transmission or on-board computer of the vehicle.

    * Limitations of Service

    • The distance per call-out for a vehicle tow-in is limited to a maximum 200km round trip.
    • The tow-in of your vehicle will be to the nearest approved dealership in the event of a mechanical breakdown. Depending on the make of vehicle you can refer to the relevant website to verify where approved dealerships are in South Africa.
    • If the mechanical breakdown is a direct result of a road accident the cost of the tow-in will be for your own account.
    • If the tow-in service is not authorized by LiquidCapital Roadside Assistance the cost of the tow-in will be for your own account. For authorisation and assistance please contact LiquidCapital Roadside Assistance on 0861 113 408. The required authorisation procedure is detailed below under the section "When seeking assistance?"
  3. Fuel run*
  4. If your vehicle runs out of fuel and leaves you stranded on the side of the road, we will dispatch a contractor with a canister of fuel to put into your vehicle to enable you to reach the nearest petrol station and re-fuel your vehicle.

    * Limitations of Service

    • Any fuel supplied will be for your own account.
    • A maximum of 10 litres will be delivered to you if this is not sufficient to get you to the nearest petrol station we will further assist in getting you to the nearest petrol station.
  5. Jump start service*
  6. If your vehicle has a flat battery we will send out a contractor to assist you in jump starting your vehicle.

    * Limitations of Service

    • This service is limited only to starting a vehicle by means of a battery boost, we don’t replace the vehicle’s battery.
    • If your vehicle’s battery is not able to be jump started by LiquidCapital Roadside Assistance roadside team, they will arrange for your vehicle to be towed into the nearest approved dealership where they will be able to replace your vehicle’s battery. The cost of the replacement of the battery is for your own account.
  7. Message relay system
  8. A message can be sent to a family member or business associate on your request.

  9. Key lockout service*
  10. Should you accidently lock your keys in your vehicle we will dispatch a locksmith to open the vehicle and attempt to retrieve the vehicle’s keys.

    * Limitations of Service

    • This plan will only cover the cost of the call out fee and one hours labour to retrieve the vehicle’s key from inside the vehicle.
    • If you lose your vehicle’s key the replacement of the key is for your own account this plan will not cover for this. We will however provide our assistance by sending a locksmith to open the vehicle and a tow truck to tow the vehicle to the nearest approved dealership if required.
  11. Car Rental or Overnight Accommodation*
  12. If your vehicle has a mechanical breakdown more than 100kms from your home and cannot be repaired on the same day, the LiquidCapital Roadside Assistance agent will arrange overnight accommodation OR car rental for yourself and your passengers.

    Limitations of Service

    1. If your vehicle has a mechanical breakdown more than 100km from your home, the LiquidCapital Roadside Assistance agent will arrange for one of the following:
      • Overnight accommodation for yourself and three passengers, which is limited to a maximum amount of R500 per person, for one night only; OR
      • Car rental for a maximum amount of R500 in total, per incident.
    2. To make use of the overnight accommodation option, it is required that you settle the account and then claim back from LiquidCapital Roadside Assistance.
    3. The LiquidCapital Roadside Assistance Plan will only cover the rental of the vehicle up to a maximum of R500. The following is for your own account:
      • Waivers
      • Insurance
      • Fuel deposit
    4. To make use of the car rental option, the car rental agency requires that you have a valid credit card on which the transaction can be performed. You will pay for this benefit upfront and then claim it back from LiquidCapital Roadside Assistance, provided that the car rental agency produces a valid invoice (refer to the section below on Claims Procedures).



General
The total number of call-outs in this plan is limited to 5 call-outs per 12-month cycle, effective from your first successful payment. Any additional call-out exceeding the mentioned limit will be charged separately. Unused call-outs at the end of the 12-month cycle don’t accumulate into the next 12-month cycle.

We provide roadside assistance as soon as possible in response to your request. We do not guarantee response times, which vary depending on location, traffic, road conditions, weather conditions and the demand for assistance at the time of your request.



LiquidCapital Roadside Assistance does not cover

  1. Assistance when accidents occur
  2. Assistance during vehicle hijacking or theft recovery
  3. Cross-border recoveries



Eligibility
To be eligible for the LiquidCapital Roadside Assistance Plan your vehicle needs to be less than 5 years old and/or have driven less than 100 000km.



Is LiquidCapital Roadside Assistance transferable?
Yes, the LiquidCapital Roadside Assistance Plan is transferable with the vehicle to a new owner.This is on condition that the vehicle is sold before the plan expires.



Expiry Date of the Plan
The LiquidCapital Roadside Assistance plan will expire exactly three years or five years (depending on the plan selected) from the start date of the plan.



When seeking assistance?
When seeking assistance, call the LiquidCapital Roadside Assistance helpline, on 0861 113 408 and supply the call-taker with the following information:

  1. Vehicle Identification Number (VIN)
  2. Registration number of the vehicle
  3. Make and colour of the vehicle
  4. Whether the vehicle is fitted with automatic or manual transmission
  5. The vehicle’s apparent fault
  6. The location of the vehicle and any landmarks



Claims Procedure
To make a claim for car rental or overnight accommodation paid for by yourself, you must fax the following information to 086 518 4001

  1. Copy of Invoice
  2. Proof that you paid the invoice
  3. Copy of a cancelled cheque (where we will refund the money to)

Note that a maximum of R500 including VAT will be refunded per incident for car rental or overnight accommodation costs.



Cancellation of membership
You may cancel the LiquidCapital Roadside Assistance Plan at any time by notifying the administrator (LiquidCapital (Pty) Ltd) using the below contact details:

Customer Care Call Centre: 0861 114 384
E-mail address: customercare@liquidcapital.co.za

Cancellation rights do apply when purchasing this plan. On cancellation, we may deduct a proportion of the cost for time and reasonable administrative costs related to the acquisition and termination of the LiquidCapital Roadside Assistance Plan that we cannot recover.



Dispute resolution
LiquidCapital Roadside Assistance will not facilitate any disputes originating from any loss or damage to your vehicle or any of its components, accessories or contents while in custody of the service provider or repairer appointed by LiquidCapital Roadside Assistance.



Privacy
We hold your personal information securely and will not disclose this information to any other person or organisation, unless authorised by yourself, required in terms of law, or an order of a competent authority.

You have the right to access and correct your personal information at any time. Please refer this to our Customer Care Call Centre on 0861 114 384.