Customer Roadside Safety Guidance

Emergency first. If anyone is injured, there is fire/smoke, immediate danger, a collision creating danger, or you are in a live traffic lane and cannot reach relative safety, call 999 where appropriate. IAP is not an emergency service.

1. If you break down

• If it is safe and lawful, move the vehicle to a safer location, use hazard lights and follow any road-authority/emergency instructions.
• Do not attempt a manoeuvre that creates additional danger. On a motorway/high-speed road, follow the relevant road authority and emergency-service guidance.
• If you cannot safely exit or reach relative safety, remain where it is safest, use seatbelts where appropriate, keep hazard lights on and call 999 if there is immediate danger.
• Do not stand between your vehicle and moving traffic and do not attempt repairs/wheel changes/battery work where the location is unsafe.

2. Information to provide

• Your precise location or best available location description.
• Vehicle registration and relevant vehicle details.
• Symptoms/fault and whether the vehicle is obstructing traffic.
• Known collision, smoke/fire, fuel/fluid leak, EV/high-voltage or other safety issue.
• Information about passengers/vulnerability where you choose to provide it and it is relevant to safe assistance.

3. Supplier attendance

The independent Supplier decides whether work can safely be performed at the scene. A Supplier may decline or stop work where the location, vehicle condition, customer conduct or another circumstance makes safe performance impracticable. The Supplier is responsible for the roadside/recovery service it performs; IAP remains responsible for its own platform services.

4. Personal safety and conduct

Do not put yourself in danger to meet a Supplier or access the vehicle. If you feel unsafe because of a person or situation, move to a safer place if possible, contact emergency services where appropriate and use the IAP safety/cancellation route.

5. Safety cancellation

A genuine safety cancellation should not incur the £25 post-acceptance cancellation charge, subject to reasonable review. The platform requires a comment explaining the concern. A photograph is optional and must never be required as a condition of reporting a safety concern.

6. Platform limitations

Do not rely on the website, GPS, messages or Supplier tracking instead of emergency services or road-authority instructions. Mobile/network/GPS availability can fail or be inaccurate.