Road Assistance

For immediate help or urgent enquiries, our Live Chat and WhatsApp channels are available 24/7.

For less urgent matters, you may also contact us through the available phone, email or webform channels.

Our Live Chat and WhatsApp support may initially use AI-assisted troubleshooting to help gather information and provide basic guidance. For complex issues, accidents or immobilisations, the case can be escalated to a member of our Human Global Support Team.

Please do not use social media to request roadside assistance. Our social media channels are not monitored for technical support or roadside assistance requests.

If you experience a breakdown or operational issue, your safety should always come first.

You must:

1. Stop the vehicle as soon as it is safe to do so, where applicable.
2. Contact our designated Support Team or Roadside Assistance service immediately.
3. Clearly describe the issue and any symptoms you are experiencing.
4. Provide your exact location, including GPS or location sharing when requested.
5. Provide photos or videos where reasonably requested.
6. Ensure that you and all passengers are in a safe location before assistance arrives.
7. Follow the instructions provided by our support team and the recovery provider.

You should report the issue within 24 hours of the incident and before attempting to move or repair the vehicle.

If the incident occurs in an area without mobile signal or data, you should make your way to the nearest available point of connectivity, such as a landline, SOS point or location with mobile coverage, and report the incident as soon as possible.

Roadside Assistance follows a structured process:

Troubleshooting → Decision → Execution

First, our team will gather information to understand the issue. We will then determine the most appropriate solution based on factors including:

• The nature and severity of the problem.
• Whether the vehicle is safe and drivable.
• Available repair and roadside assistance options.
• Your location.
• The remaining duration of your trip.
• Your selected Protection Plan.
• The availability of suitable external providers.
• Whether you are willing to consider alternative solutions.

Depending on the circumstances, the solution may include:

• Customer Repair.
• Malfunction Acceptance.
• Spot Roadside Assistance.
• Supplier Repair.
• Depot Repair.
• Towing or vehicle recovery.
• Vehicle Substitution.
• Trip Termination.

The appropriate solution is determined by our team based on the circumstances of the incident.

Our service commitment is to aim to:

• Respond to your needs within 10 minutes.
• Determine a solution within 24 hours.
• Find a resolution within 48 hours.

These timeframes are provided for your convenience and are not contractual guarantees.

Actual resolution times can depend on factors such as representative availability, seasonal demand, telecommunications stability and, importantly, the availability of third-party providers.

Where a solution depends on an external provider, the provider's availability and the general business hours applicable in the relevant country may affect the timeframe.

A delay in meeting these target response times does not, by itself, constitute a breach of contract or create an entitlement to financial compensation or a refund.

Not necessarily.

We understand that waiting for a recovery vehicle can be frustrating, particularly when you are unable to continue your journey. However, towing and recovery services are often performed by external providers, rather than directly by Indie Campers.

This means that we must coordinate with a suitable provider that has the necessary availability and equipment to recover the vehicle safely.

The estimated response or arrival time may therefore be affected by:

• Your geographical location.
• Distance from the available recovery provider.
• Provider capacity and availability.
• Traffic and road conditions.
• Weather conditions.
• The type and size of the vehicle.
• The type of recovery equipment required.
• The location where the vehicle is immobilised.
• Local business hours and provider operating hours.
• Weekend, holiday or out-of-hours availability.
• Demand for recovery services in the area.

For this reason, we do not guarantee immediate towing, same-day towing or same-day resolution.

Our team will nevertheless make reasonable efforts to coordinate the appropriate assistance as efficiently as possible.

A recovery provider must have a suitable vehicle and equipment for the particular situation.

For example, recovering a campervan from a motorway, narrow road, remote area, restricted-access location or difficult terrain may require different equipment from a standard roadside intervention.

In some circumstances, the closest provider may not have the necessary equipment or capacity. We may therefore need to coordinate with another provider that is able to safely perform the recovery.

Our priority is to arrange a safe and appropriate recovery solution, rather than sending an unsuitable vehicle that cannot safely recover the campervan.

No, not without prior authorisation.

Towing and recovery must be coordinated and authorised by us.

You must not independently arrange a tow truck or engage another recovery provider without our prior approval.

If you arrange an unauthorised service, the resulting costs may not be reimbursed and you may become responsible for the associated costs.

This is particularly important because we need to verify the provider, the recovery requirements, the destination and the expected costs before the service takes place.

If immediate action is strictly necessary to prevent imminent damage to the vehicle or to ensure personal safety, you should take the minimum necessary action and contact us as soon as possible.

Where you incur an authorised or exceptionally necessary expense, retain all relevant invoices, receipts and proof of payment, as reimbursement remains subject to the applicable terms and liability assessment.

Providing an accurate location is essential for recovery.

A towing provider needs to know exactly where the vehicle is located and how it can safely access the vehicle.

You may therefore be asked to provide:

• GPS coordinates.
• A live location.
• A nearby address or landmark.
• Road or motorway information.
• Photos showing the vehicle's surroundings.
• Information about accessibility.

Providing an incorrect location may result in the recovery provider travelling to the wrong place, which can cause additional delays and potentially additional costs.

Where additional costs result from inaccurate information provided by the customer, these costs may be attributed to the customer in accordance with the Rental Agreement.

Once a recovery solution has been arranged, please follow the instructions provided by our team and the recovery provider.

You should:

• Remain reachable by phone.
• Keep your phone charged where possible.
• Monitor calls from unknown or local numbers, as the recovery provider may contact you directly.
• Remain in a safe location.
• Follow local road-safety and emergency instructions.
• Do not move the vehicle unless instructed or authorised.
• Do not arrange another recovery service independently.
• Do not authorise additional repairs without our approval.

The recovery provider may contact you directly to confirm your location, provide an updated ETA or obtain additional information needed to complete the recovery.

This depends on the nature of the issue.

If the vehicle is unsafe or you have been instructed to stop, you must not continue driving.

Where a repair is necessary, the vehicle should remain stopped until the appropriate course of action has been determined.

Continuing to drive may cause additional damage and may affect the assessment of responsibility for resulting costs.

If our team confirms that the vehicle can safely continue to a designated repair location, you must follow the specific instructions provided.

Towing is not automatically required for every breakdown.

Where appropriate, we may first consider Troubleshooting, Customer Repair, Spot Roadside Assistance, Supplier Repair or Depot Repair.

For example, a roadside provider may be able to resolve certain limited issues at the vehicle's location, such as:

• A discharged starter battery.
• A flat tyre where a spare can be fitted.
• Certain incorrect-fuel situations where recovery is possible on-site.
• A lockout where the keys are locked inside the vehicle.

Spot Roadside Assistance is provided by third-party providers and is subject to their availability, location, operating hours and capacity.

Therefore, on-site assistance is not guaranteed to be immediately available or to resolve the issue on the same day.

Not every operational issue requires towing or vehicle replacement.

Where an issue is non-critical and the vehicle remains safe and reasonably usable, we may determine that the appropriate solution is Malfunction Acceptance.

This may apply, for example, to certain non-essential campervan systems such as heating, refrigeration, stove or water systems, depending on the circumstances.

Where this solution is offered, you may be informed of the issue and its expected impact and may be offered a service adjustment or compensation in accordance with the applicable policies.

If the malfunction worsens or another issue develops, you must contact us immediately so that the situation can be reassessed.

If the issue cannot be resolved through troubleshooting or roadside intervention, we may arrange a Supplier Repair or Depot Repair.

These repairs must be coordinated and approved by us in advance.

You should not independently take the vehicle to a garage or authorise repairs without prior approval, except where immediate action is strictly necessary for safety or to prevent imminent damage.

Where a supplier is unavailable, including during weekends or outside normal business hours, the repair may need to be scheduled for the next available working period.

This means that a repair cannot always be completed immediately or on the same day.

Towing is generally considered a last-resort solution where the vehicle is not safely operable and cannot reasonably be repaired on-site or driven to an appropriate repair location.

When towing is required, we will coordinate the recovery with an approved provider.

We may determine:

• Which recovery provider is used.
• The timing and logistics of the recovery.
• Where the vehicle is taken.
• Which repair partner, workshop, storage facility or depot receives the vehicle.

The destination will depend on factors such as the availability of repair services, geographical proximity and operational feasibility.

Because towing must be coordinated with the appropriate destination and provider, arranging an independent tow without prior authorisation can result in the costs not being reimbursed.

Where the breakdown results from a mechanical or electrical failure that is not attributable to you, or from a manufacturing defect, we will bear the applicable towing cost, subject to the terms of your Protection Plan.

However, certain situations are excluded from the scope of Protection Plans and may result in costs being attributed to the customer.

Examples include:

• Keys locked inside, lost or damaged.
• Battery discharge caused by not following the applicable battery procedures.
• The vehicle being blocked off-road, on unpaved roads or in prohibited areas.
• Breakdown caused by willful neglect, such as ignoring dashboard warning lights.
• Flat tyres.
• Running out of fuel or using incorrect fuel.
• Misuse, negligence or breach of the Rental Agreement.

Towing-related costs may include recovery services, storage fees, handling charges or additional logistics costs where applicable.

The final allocation of costs depends on the outcome of the liability assessment.

Where possible, the recovery provider will invoice us directly.

However, depending on the provider, location and operational circumstances, you may be required to pay the provider directly at the time of service.

If you are required to make an upfront payment, retain the invoice, receipt and proof of payment.

Reimbursement is not automatic and remains subject to the applicable Rental Agreement, Protection Plan and liability assessment.

No.

Towing the vehicle does not automatically guarantee continuation of your trip.

If you have selected and paid for a Protection Plan that includes a Substitution Vehicle, and the vehicle becomes unusable because of a covered issue, a replacement vehicle may be provided, subject to availability, location and operational feasibility.

A suitable replacement vehicle may not always be available immediately or within a reasonable distance.

A replacement vehicle may also differ from your original vehicle in model, layout, features or specifications.

If you are not covered by a Protection Plan that includes a Substitution Vehicle, we are not obliged to provide a replacement vehicle where the original vehicle becomes unusable.

If the vehicle becomes unusable and cannot reasonably be repaired during the remaining rental period, the appropriate outcome may be Vehicle Substitution or Trip Termination, depending on the circumstances and your Protection Plan.

Where a covered issue results in Trip Termination, you may be entitled to a refund for the unused portion of the rental period in accordance with the Rental Agreement.

Where the incident is attributable to the customer, the applicable costs and refund conditions may be different.

Any applicable refund is processed in accordance with the Account Closing Process and the terms of the Rental Agreement.

If you believe your safety is compromised, you should contact our Support Team and request Trip Termination.

Where Trip Termination is approved, you must follow the instructions provided regarding the vehicle's return and handover.

If a reasonable alternative solution has been offered and is available, but you independently choose to terminate the trip instead, the applicable refund may be affected in accordance with the Rental Agreement.

Please therefore contact us before making arrangements to end the rental.

Your cooperation is an important part of the roadside assistance process.

You may be required to answer questions, provide information, confirm your location or explicitly consent to a proposed course of action.

If you do not respond within a reasonable timeframe and a decision is made based on the information available, your ability to later request a different course of action may be affected.

Once a course of action has been agreed, you must follow the instructions provided and should not independently change the recovery, repair or return arrangements.

When experiencing a breakdown:

Stop safely → Contact Roadside Assistance → Provide accurate information → Follow instructions → Remain reachable → Wait for the coordinated solution.

Most importantly:

• Contact us immediately when a breakdown or operational issue occurs.
• Do not continue driving if doing so may be unsafe or cause further damage.
• Provide your exact location.
• Keep your phone available for our team and external recovery providers.
• Do not arrange towing, repairs or third-party services without prior authorisation.
• Understand that towing and recovery may not be immediate.
• External providers may determine the actual arrival time based on their availability and operational conditions.
• A towing request does not automatically mean that a replacement vehicle is available.
• Keep all invoices and receipts for any authorised expenses.
• Follow the agreed course of action and cooperate with our team and recovery partners.