Seat ROADSIDE ASSISTANCE User manual

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SEAT
ROADSIDE ASSISTANCE
Handbook

Sometimes, unforeseen circumstances arise and you may need
help with your vehicle in the unlikely event of a breakdown.
SEAT Roadside Assistance is there to give you the best possible
advice and practical help. It is operational 24 hours a day,
365 days a year.
When calling for assistance, please have the
following information to hand:
/ Your name and location
/ Registration number and colour
of Your Vehicle
/ SEAT model
/ Description of the issue
/ Your mileage (if known)
/ A telephone number where You can
be contacted
Please do not make arrangements without
first contacting SEAT Roadside Assistance
on 0800 262 622.
If You are ringing from a mobile phone
in the UK, please call 0330 100 3642.
All calls to SEAT Roadside Assistance are
recorded. This will help Us to confirm Details
of a call that may be incomplete or unclear.
SMS text messaging is available for use by
deaf, hard of hearing or speech impaired
customers in a Breakdown situation by
sending an SMS to 07860 027 999. Textphone
users can contact us using Next Generation
Texting (NGT) by prefixing any of our numbers
with 18001. These services are not available
outside the United Kingdom.
SEAT Roadside Assistance is provided by
Volkswagen Group United Kingdom Limited
in partnership with the AA.
We reserve the right to make changes to
these Terms and Conditions during the Period
Of Eligibility where this is necessary in order
to comply with any applicable laws, regulations
or the advice or instruction of any regulatory
authority. Such changes will be updated on
Our website or notified to You in writing from
time to time. Please check Our website from
time to time to take notice of any such changes
We make, as they are binding on You.
SEAT Roadside Assistance
Help when You need it
2SEAT Roadside Assistance Handbook

Traffic information services
available from the highways agency
You can speak to an advisor at the Highways
Agency Information line 24 hours a day on
0300 123 5000. These advisors have access
to live traffic data so You can get updates on
all major incidents on motorways and major A
roads across England. You can also use this
service to report any urgent road safety issues,
for example debris on the road.
There are over 2,000 large electronic signs
across the Agency’s network to inform You of
traffic conditions ahead. They also carry road
safety campaign messages such as warning
You to slow down or reminding You not to use
a mobile phone while driving.
Image: Crown Copyright, Highways Agency.
The Highways Agency provides live traffic
information on England’s motorways and
major A roads in a number of ways to help
You plan Your journey. The Agency’s website
gives You access to up to date information
on the current traffic conditions including
unplanned incidents such as accidents
and congestion, lane closures and other
restrictions due to improvement works.
For the latest live traffic information visit:
www.highways.gov.uk
Live traffic information is also available
on compatible mobile devices at
www.highways.gov.uk/mobile or
alternatively, iPhone users can download
a free travel news app by going to the iTunes
store and searching for ‘Highways Agency’.
The app allows You to check how the traffic
is flowing on motorways and major A roads
in England before You begin Your journey
or when You stop for a break – never use
a mobile phone while driving.
The Agency’s National Traffic Operations
Centre also provides live updates using
the micro-blogging site Twitter. This service
will let You know of any major traffic incidents,
along with timely information to help You
on Your way. This includes regional feeds
providing live traffic information. For the full
index and map of the areas covered, visit:
www.highways.gov.uk/twitter
3SEAT Roadside Assistance Handbook

England’s motorways
are changing
Speed limit
This is applicable to all lanes,
including the hard shoulder
when in use, and means
that this is the maximum
permitted speed. The speed
will be enforced by digital
enforcement cameras.
Blank signal
This is applicable to all lanes,
including the hard shoulder,
where it is used as a running
lane, and means that normal
motorway rules apply. The hard
shoulder is only for use in case
of an emergency or breakdown.
Arrow with ashing
beacons
This is applicable to all
lanes, including the hard
shoulder, and means that you
should move into the lane as
directed.
Red cross without
ashing beacons
This is applicable to the hard
shoulder only and means that
you should only use the hard
shoulder in an emergency or
breakdown, as per the
Highway Code.
Red cross with
ashing beacons
This is applicable to all lanes,
including the hard shoulder,
and means that you must
not proceed any further in
this lane.
National
speed limit
This is applicable to all lanes,
including the hard shoulder
where used as a running
lane, and means that national
speed limits apply.
The electronic signs and signals on smart
motorways let you know about traffic conditions
on the road ahead, current speed limits and
Electronic Signals
Many now use a range of new technology to vary
speed limits in response to driving conditions.
These smart motorways make the hard shoulder
available to traffic. This could be permanently or
at particularly busy times of the day. These smart
motorways are managed by our regional control
centres. They use CCTV so that Highways Agency
traffic officers can be deployed to incidents if they
occur and help to keep traffic moving.
availability of individual lanes. It is important
to comply with the signs, which will make your
journey safer and more reliable.
Hard shoulder running
During peak times the hard
shoulder will be open to traffic
as a running lane.
All lane running
There is no hard shoulder on
these sections of motorway.
Obey variable speed limits and
do not stop on the motorway.
If you need to stop in an
emergency, use an emergency
refuge area (shown in the picture
above), motorway service area or
leave at the next junction.
Controlled motorway
Uses variable mandatory speed
limits (VMSL) on a motorway
with a hard shoulder.
Speed limit signs
Speed limits will vary. Speed
limits will be applied at times
of congestion, to prevent stop
start conditions. Signs above
the carriageway will advise the
current speed limit. If no speed
limit is shown the national speed
limit applies.
Emergency refuge
areas
Drivers who breakdown should
try to drive to the nearest
emergency refuge area or if a
breakdown occurs in a live lane
we set signs and signals on the
overhead gantry until assistance
can reach the driver.
Red X
We use a red X symbol to show
that a lane is closed because of
an incident or people working on
the road. Driving in a lane with a
red Xsymbol is dangerous and
drivers must NOT use it.
A red X symbol
on a gantry sign
over the
motorway
A red X symbol
on a gantry sign
at the side of the
motorway
or
4SEAT Roadside Assistance Handbook

England’s motorways
are changing
Speed limit
This is applicable to all lanes,
including the hard shoulder
when in use, and means
that this is the maximum
permitted speed. The speed
will be enforced by digital
enforcement cameras.
Blank signal
This is applicable to all lanes,
including the hard shoulder,
where it is used as a running
lane, and means that normal
motorway rules apply. The hard
shoulder is only for use in case
of an emergency or breakdown.
Arrow with ashing
beacons
This is applicable to all
lanes, including the hard
shoulder, and means that you
should move into the lane as
directed.
Red cross without
ashing beacons
This is applicable to the hard
shoulder only and means that
you should only use the hard
shoulder in an emergency or
breakdown, as per the
Highway Code.
Red cross with
ashing beacons
This is applicable to all lanes,
including the hard shoulder,
and means that you must
not proceed any further in
this lane.
National
speed limit
This is applicable to all lanes,
including the hard shoulder
where used as a running
lane, and means that national
speed limits apply.
The electronic signs and signals on smart
motorways let you know about traffic conditions
on the road ahead, current speed limits and
Electronic Signals
Many now use a range of new technology to vary
speed limits in response to driving conditions.
These smart motorways make the hard shoulder
available to traffic. This could be permanently or
at particularly busy times of the day. These smart
motorways are managed by our regional control
centres. They use CCTV so that Highways Agency
traffic officers can be deployed to incidents if they
occur and help to keep traffic moving.
availability of individual lanes. It is important
to comply with the signs, which will make your
journey safer and more reliable.
Hard shoulder running
During peak times the hard
shoulder will be open to traffic
as a running lane.
All lane running
There is no hard shoulder on
these sections of motorway.
Obey variable speed limits and
do not stop on the motorway.
If you need to stop in an
emergency, use an emergency
refuge area (shown in the picture
above), motorway service area or
leave at the next junction.
Controlled motorway
Uses variable mandatory speed
limits (VMSL) on a motorway
with a hard shoulder.
Speed limit signs
Speed limits will vary. Speed
limits will be applied at times
of congestion, to prevent stop
start conditions. Signs above
the carriageway will advise the
current speed limit. If no speed
limit is shown the national speed
limit applies.
Emergency refuge
areas
Drivers who breakdown should
try to drive to the nearest
emergency refuge area or if a
breakdown occurs in a live lane
we set signs and signals on the
overhead gantry until assistance
can reach the driver.
Red X
We use a red X symbol to show
that a lane is closed because of
an incident or people working on
the road. Driving in a lane with a
red Xsymbol is dangerous and
drivers must NOT use it.
A red X symbol
on a gantry sign
over the
motorway
A red X symbol
on a gantry sign
at the side of the
motorway
or
5SEAT Roadside Assistance Handbook

SEAT Roadside Assistance provides the following (please refer to the Terms and Conditions
on page 9):
1. Roadside assistance
In the event of a Breakdown, SEAT Roadside Assistance will attend to either repair
or recover the Vehicle.
2. Home assistance
In the event of a Breakdown at Home, SEAT Roadside Assistance will attend to either repair
or recover the Vehicle.
3. Vehicle recovery
In the event that the Vehicle cannot be repaired at the roadside or at Home, SEAT Roadside
Assistance will arrange for the Vehicle to be taken to the most appropriate authorised SEAT
Dealer or Repairer for repair.
4. Accident recovery
If the Vehicle has been immobilised due to a road traffic accident, We may in Our absolute
discretion arrange for the Vehicle to be taken to the nearest authorised body shop or the most
appropriate authorised SEAT Dealer or Repairer.
5. Onward travel
In the event of recovery following Breakdown, where Your Vehicle cannot be repaired within
a reasonable time, We may in Our absolute discretion organise and cover the costs of one of
the following:
Car hire*
In the event of mechanical or electrical Breakdown only, SEAT Roadside Assistance may
arrange and pay for a replacement Vehicle up to a maximum of two days. This excludes
road traffic accidents.
or:
Hotel accommodation
Overnight accommodation for the driver and up to seven passengers.
(This does not include the cost of meals and drinks).
or:
Alternative travel
SEAT Roadside Assistance may arrange alternative transport for the driver
and up to seven passengers to the driver’s destination, e.g. by taxi or train.
* Please note: if car hire is made available, the driver must be able to satisfy the requirements of the vehicle hiring company,
which may include age restrictions. They will wish to see a valid driving licence and may also ask for a refundable deposit to
cover fuel charges, insurance costs and any extra days hire.
SEAT Roadside Assistance
6SEAT Roadside Assistance Handbook

6. Secure storage
In the event that the immobilised Vehicle needs overnight storage following a Breakdown,
We may in Our absolute discretion arrange for such storage.
7. Message service
SEAT Roadside Assistance will pass on any urgent messages to friends, family and business
colleagues following a Breakdown and, in Our absolute discretion, following an Accident.
8. Caravan/trailer assistance
SEAT Roadside Assistance will arrange for any caravan or trailer that is being towed by the
recovered Vehicle to be transported to the nearest place of safety. Size/weight restrictions
apply. Please see point 16 on page 32 for more information.
9. European Assistance
SEAT Roadside Assistance will also provide roadside assistance, recovery and, in Our absolute
discretion, repatriation, replacement Vehicle and accommodation whilst You are travelling
outside the United Kingdom within Europe*. Should You need to call Us please use the
relevant number for the country:
The telephone numbers are correct at the time of going to print (January 2018).
Your network provider may charge You for this call.
Calls may be recorded and/or monitored. SMS text messaging is available for use by deaf,
hard of hearing or speech impaired customers in a Breakdown situation by sending an
SMS to 07860 027 999. Textphone users can contact us using Next Generation Texting
(NGT) by prefixing any of our numbers with 18001. These services are not available outside
the United Kingdom.
* Please see page 14 definition of ‘European Territory’ for a list of applicable countries.
SEAT European Roadside Assistance 24 hour helpline: 00 800 1330 3939.
When calling don’t forget that dialling and ringing tones differ from country to country
and that the 00 800 1330 3939 number may not work from some telephone networks.
If You experience difficulties, please use the following alternative to reach SEAT European
Roadside Assistance: 00 33 (0) 472 171 258.
24 hour English speaking assistance – access to a 24 hour English speaking call centre and translation
service 7 days a week, 365 days a year.
European garage mechanics and technicians are unlikely to speak English. Your European Breakdown cover
will provide a translation service for you.
7SEAT Roadside Assistance Handbook

Checklist before leaving the United Kingdom:
Make sure that You have the following original documents and other items with You and
have familiarised yourself with the Terms and Conditions of SEAT Roadside Assistance:
/ Credit card (required if You need to take advantage of the Vehicle hire benefit)
/ Motor insurance certificate/Green Card (contact Your motor insurer before taking a Vehicle
out of the United Kingdom to find out if You need a Green Card or to upgrade to fully
comprehensive insurance)
/ Vehicle registration document, plus letter of authority if Vehicle is hired or borrowed
/ Driving licence (including paper counterpart if photocard licence)
/ Spare set of car keys
/ Passport
/ Statement of insurance or booking reference
/ International driving permit (where necessary)
/ Warning triangle
/ High visibility jackets (at least two – see table on pages 12-13 for more details)
/ Check Your SEAT Roadside Assistance details are correct
The table on pages 12-13 provides further guidance on individual country requirements.
SEAT Roadside Assistance can also provide You with the following services:
1. Accident Assistance
If the Vehicle is immobilised as a result of a road traffic accident, SEAT Roadside Assistance
may in Our absolute discretion, provide an Accident Assistance Helpline to guide the driver
through the legalities of liability and insurance notification, following the Accident.
2. Legal helpline
SEAT Roadside Assistance may in Our absolute discretion provide general advice on any
UK personal legal motoring matter, although this is not a substitute for taking independent
specialist legal advice where necessary. Please note that this is a purely telephone service
and does not provide any level of legal representation. The service is, therefore, unable to
view and advise on any documentation.
The legal helpline cannot advise against SEAT, the SEAT retail/service dealer network,
Our Contractors and/or their respective group, associated and/or subsidiary companies
from time to time.
To take advantage of either of the above services, please call 0800 262 622 and select the
appropriate option.
8SEAT Roadside Assistance Handbook

SEAT Roadside Assistance
Terms and Conditions
9SEAT Roadside Assistance Handbook
10 How to obtain assistance
in the United Kingdom
10 How to obtain assistance abroad
12 List of European
motoring requirements
14 Definition of words
16 Service in the United Kingdom
23 Service whilst abroad
28 Requirements and limitations
31 Exclusions
34 European claims procedure
and conditions
37 Caring for Our customers
Contents

How to obtain assistance in the United Kingdom
European Motoring Assistance applies to Vehicles registered with the relevant Vehicle Licensing
Agency and operates throughout the European Territory.
To obtain help in the event of a Breakdown, and in Our absolute discretion, in the event of
an Accident, fire or theft, or if the only qualified driver is medically unfit to drive please call
SEAT Roadside Assistance, state that the Vehicle has European Motoring Assistance and give
the following information:
/ Your name.
/ The model and registration number of the Vehicle.
/ Your location and telephone number – if You are on a Motorway see also ‘Breakdowns on
French Motorways’ opposite.
Please see page 7 for all telephone numbers to call for assistance when in Europe.
How to obtain assistance abroad
10 SEAT Roadside Assistance Handbook
Please do not go ahead and make Your own arrangements, as We cannot
arrange reimbursement of costs incurred without prior authorisation.
If Your Vehicle has a
Breakdown in the United
Kingdom, please follow
these simple steps:
/ Call Us on 0800 262 622.
/ Advise the operator that
You have SEAT Roadside
Assistance.
/ Provide Your Details
to the operator.
/ Advise the operator of the
location of Your Vehicle, the
nature of any issue, and provide
any other information requested
by the operator.

How to obtain assistance in the United Kingdom
Breakdowns on French Motorways
Motorways in France are privately managed, so if You break down on a French motorway or
motorway service area, SEAT European Roadside Assistance cannot arrange for assistance
to be sent to You.
1. If You can get to an emergency telephone box, please press the button and the police will
send assistance to Your location.
2. If You are using a public phone, please dial 17 or, from a mobile phone, dial 112.
3. Once You have been towed off the motorway/service area, call the SEAT European Roadside
Assistance 24 hour helpline for further assistance.
Mobile and phone costs
SEAT Roadside Assistance will not reimburse the cost of any telephone calls You make
in connection with any Breakdown (including mobile phone calls). It may be possible for
SEAT Roadside Assistance to return a call to a mobile or a car phone, but Your service call
provider may charge You for this call. Some service providers may charge for calls to freephone
numbers. The regulations on the use of mobile and in-car phones vary from country to country.
Please check with Your service provider that Your phone meets the requirements and standards
for the countries in which You are travelling.
11SEAT Roadside Assistance Handbook

The table below outlines the items required to be carried to comply with local laws, in addition
to those which SEAT Roadside Assistance recommend in case of difficulties. This document was
printed in January 2018 and the information provided was correct at time of going to print.
c= Compulsory r= Recommended by AA/respective country y= Yes n= No u= Unlawful.
List of European motoring requirements
Driving Requirements
Austria Belgium Croatia Denmark France
Germany Ireland Italy Netherlands Norway Portugal Spain Sweden Switzerland
Minimum age/UK licence holders (1) 17 18 18 17 18
18 17 18 18 18 17 (13) 18 18 18
IDP required – UK licence holders n(2) nnnn
nnn (3) nnn (3) n (3) n (2) n
Original registration document ccccc
ccccccccc
Motor vehicle insurance (4) ccccc
ccccccccc
Motorway tax/vignette c & Tolls nTolls Tolls Tolls
nTolls Tolls nTolls Tolls (18) Tolls Tolls c & Tolls
GB sticker (5) ccccc
ccccccccc
Warning triangle c (6) c (6) c (6/8) cc (6)
r (7&16) nc (6) r (9&6) c (6) r (9&16) c (8&6) rc (6&8)
Reflective jacket/waistcoat c (6/19) c (10) c (10) rc (6/10)
nnc (10&6) nr (10) r (10) c (10) r n
First-aid kit cr (16) c (6) r n
r (16) nnnr nnr n
Fire extinguisher (6) nr (16) n r n
nnnnr nnr n
Headlight adjustment (11) ccccc
cnccccccc
On-the-spot fines y y y (12) y y
y y (12) y (12) y y y (12) y y (12) y
Radar detectors (17) u u u u u
u u u u u u u u u
Daytime headlights/passing lights – cars n(15) n(15) c(15) cr(15)
r(15) n(15) c(14) r c n(15) nc c
Daytime headlights/passing lights – motorcycles ccccc
cccrcccc c
Breathalyser n n n n c (20)
n n n n n n n n n
Guide to table:
1. Minimum age at which a visitor may drive a car.
2. UK driving licences which do not incorporate photograph are recognised but, drivers must be able to produce photographic proof of identity (e.g. passport).
3. All valid UK licences should be accepted. However, the acceptance of the older ‘all green’ style UK licences cannot be guaranteed. Drivers may wish to
voluntarily update them before travelling abroad, if time permits. Alternatively, older licences may be accompanied by an IDP.
4. Before taking a vehicle abroad contact your motor insurer or broker to notify them of your intentions, and ask their advice. It is important to know what level
of cover you will have and what documents you need to prove it.
5. GB Stickers are compulsory within the EU unless your UK registration plates display the GB Euro-symbol (Euro-plates) which became a legal option from
21 March 2001. The Euro-plate must comply with the new British Standard (BS AU 145d). The Euro-plate is only legally recognised in the EU; it is still a
requirement to display a GB sticker when travelling outside the EU.
6. Not required for two-wheeled vehicles.
7. Although not compulsory for visiting motorists to carry a warning triangle, its use is compulsory in an accident/breakdown situation.
8. Spain: one warning triangle compulsory for non-Spanish registered vehicles; two for Spanish registered vehicles. Note: drivers of non-Spanish registered
vehicles should consider carrying two triangles as, regardless of regulations, local officials may impose an on-the-spot fine if only one is available.
Croatia: two triangles compulsory for vehicles towing a trailer. Switzerland: warning triangle must be kept within easy reach (not in the boot).
9. The use of hazard warning lights or a warning triangle is compulsory in an accident/breakdown situation. However, a warning triangle should always
be carried as hazard-warning lights have no effect at bends or rises in the road, or may become damaged or inoperative.
10. Wearing, compulsory if driver and/or passenger(s) exits vehicle immobilised on carriageway, in Italy at night or in poor visibility, in Spain on all motorways
and busy roads, it must be kept within the vehicle. In Croatia the wearing is compulsory whenever you have to get out of the vehicle at the roadside in an
emergency. In Portugal and Norway the actual law applies to residents; however, regardless of the regulations local officials may impose an on-the-spot fine.
Please note: the above table has been read in conjunction with the AA Touring Tips for the relevant country.
The table is not a comprehensive list and for further information, please visit www.theaa.com/driving-advice/
driving-abroad and the respective AA Touring Tips and Winter Requirement pages. Items highlighted above
can be purchased from the AA Travel Shop – the one stop shop for all your motoring accessories.
12 SEAT Roadside Assistance Handbook

As laws change from time to time, We advise that You check the local laws of the countries You are
travelling to as the table below may have become out of date since printing. Whilst every effort has
been made to ensure the material in this table is accurate, neither We nor Our Contractors can
be held responsible if it becomes inaccurate due to any subsequent changes in the law.
Driving Requirements
Austria Belgium Croatia Denmark France
Germany Ireland Italy Netherlands Norway Portugal Spain Sweden Switzerland
Minimum age/UK licence holders (1) 17 18 18 17 18
18 17 18 18 18 17 (13) 18 18 18
IDP required – UK licence holders n(2) nnnn
nnn (3) nnn (3) n (3) n (2) n
Original registration document ccccc
ccccccccc
Motor vehicle insurance (4) ccccc
ccccccccc
Motorway tax/vignette c & Tolls nTolls Tolls Tolls
nTolls Tolls nTolls Tolls (18) Tolls Tolls c & Tolls
GB sticker (5) ccccc
ccccccccc
Warning triangle c (6) c (6) c (6/8) cc (6)
r (7&16) nc (6) r (9&6) c (6) r (9&16) c (8&6) rc (6&8)
Reflective jacket/waistcoat c (6/19) c (10) c (10) rc (6/10)
nnc (10&6) nr (10) r (10) c (10) r n
First-aid kit cr (16) c (6) r n
r (16) nnnr nnr n
Fire extinguisher (6) nr (16) n r n
nnnnr nnr n
Headlight adjustment (11) ccccc
cnccccccc
On-the-spot fines y y y (12) y y
y y (12) y (12) y y y (12) y y (12) y
Radar detectors (17) u u u u u
u u u u u u u u u
Daytime headlights/passing lights – cars n(15) n(15) c(15) cr(15)
r(15) n(15) c(14) r c n(15) nc c
Daytime headlights/passing lights – motorcycles ccccc
cccrcccc c
Breathalyser n n n n c (20)
n n n n n n n n n
In Belgium the wearing of the reflective jacket only applies to the driver, it must be worn should you be stranded on a Belgian motorway or on a major
road or should you stop at a place where parking is not allowed. In France drivers must have one warning triangle and one reflective jacket in their vehicle.
In Austria the regulation applies only to the driver.
11. The legal requirement is to ‘not dazzle oncoming drivers’ rather than specifically to adjust/convert the headlight beam pattern. Without adjustment the
dipped beam will dazzle oncoming drivers and this could result in a fine. Headlight beam converter kits are widely available but may not be suitable for
all types of headlights. The AA shop sells beam converters suitable for all vehicles and individual fitting diagrams are included for the latest ‘clear glass’,
‘projector and xenon’ headlights inside the packaging. In some countries it is compulsory to use dipped headlights at all times when driving during
the day. Note: this adjustment is not required for two-wheeled vehicles as the beam pattern is more symmetrical but check that any extra loading has
not affected the beam height. On some cars it is inadvisable or impossible for anyone other than a qualified technician to change a headlight bulb unit
e.g. high intensity discharge (HID) headlights and carrying spares is not an option. However, it is recommended that spare bulbs are carried for any lights
that may be easily and/or safely replaced by the owner/driver. Spare bulbs are compulsory for Croatia.
12. Sweden: police are not authorised to actually collect fines, which must be paid in accordance with notice instructions. Italy: police will collect a quarter
of the maximum fine amount from drivers of foreign registered vehicles. Ireland: police are not authorised to actually collect fines, they will issue a
notice which must be paid within 28 days. Croatia: the fine does not have to be paid on-the-spot; however it does need to be paid within eight days.
Portugal: some traffic police carry ATMs.
13. Portugal: visiting drivers of 17 years of age may encounter problems even though they hold a valid driving licence in the UK.
14. Outside built up areas, during snow or rain causing poor visibility.
15. Compulsory during daylight hours if the visibility is poor. For France the use of dipped headlights are recommended throughout the year, for Croatia
during daylight hours from the last Sunday in October to the last Sunday in March.
16. Recommended as their carriage is compulsory for vehicles registered in that country.
17. Many countries now stipulate that GPS based navigation systems which have maps indicating the location of fixed speed cameras must have the
‘fixed speed camera PoI (Point of interest)’ function deactivated, please check individual touring tips.
18. In order to use some motorways in Portugal, a temporary electronic toll device (DEM) or the pre-payment of tolls is required.
19. Recommended for two-wheeled vehicles.
20. In principle all drivers should possess a breathalyser, however, as of 25 January 2013 a driver can not be penalised for not carrying one – the possibility
of imposing a fine has been postponed indefinitely. The breathalyser has to be a certified by the French authorities, showing an ‘NF’ number. The official
text states that one unused breathalyser should be produced. We recommend that two single-use breathalysers are carried, so if one is used or damaged
you will still have a replacement to produce.
13SEAT Roadside Assistance Handbook

Definition of words
Below are certain words that have a specific meaning
in these Terms and Conditions and wherever these
words appear they have the following meaning:
Accident
Means an accidental crash immobilising the Vehicle.
Approved Repairer
Means a repairer approved by SEAT UK.
Breakdown
Means unforeseen mechanical or electrical failure
during the Period of Eligibility in the United Kingdom or
in the European Territory which has either immobilised
Your Vehicle or made it unsafe to drive.
Contractor
Means any person who We use to provide the services
described in this document.
Details
Means Your name and Vehicle registration number,
make and model.
European Territory
Albania, Andorra, Armenia, Austria, Azerbaijan,
Belarus, Belgium, Bosnia and Herzegovina, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Gibraltar, Greece, Hungary,
Iceland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania,
Luxembourg, Former Yugoslav Republic of Macedonia,
Malta, Monaco, Montenegro, Netherlands, Norway,
Poland, Portugal, Republic of Ireland, Romania, Russia,
San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden,
Switzerland, Turkey, Ukraine, Vatican City.
Fulfilment Material
Means the confirmation of eligibility for SEAT Roadside
Assistance provided to You by Us or on Our behalf.
Home
Means Your permanent residence in the
United Kingdom.
Period of Eligibility
Means the Period of Eligibility for SEAT Roadside
Assistance being 24 months from the date the Vehicle
was registered with the Vehicle Licensing Agency.
The AA
Means Automobile Association Developments Limited.
Resident of the United Kingdom
Means a person living permanently in the United
Kingdom or a person employed by a company having
its registered office in the United Kingdom.
Specialist Equipment
Is equipment not carried by SEAT Roadside Assistance
patrols and includes, but is not limited to, winching and
specialist lifting equipment.
The Party/Your Party
Means the persons including You, travelling with You
for the whole period of the journey during which the
relevant Breakdown or Accident occurs.
United Kingdom/UK
Means England, Scotland, Wales, Northern Ireland
and for the purpose of this document includes Jersey,
Guernsey and the Isle of Man.
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Vehicle
Means the Vehicle You are driving whose Details have
been provided by Us to Our Contractor and is within
its Period of Eligibility.
Vehicle Licensing Agency
Means the Driver and Vehicle Licensing Agency (DVLA),
Swansea SA6 7JL responsible for registration of
vehicles in England, Scotland and Wales, the Isle of Man
Department of Transport responsible for registration of
vehicles in the Isle of Man and the equivalent authorities
in Northern Ireland, Jersey and Guernsey for vehicles in
Northern Ireland, Jersey and Guernsey respectively.
We/Our/Us
Means Volkswagen Group United Kingdom Limited
and/or third party acting on Our behalf.
You/Your
Means the owner of the Vehicle and any other person
driving the Vehicle with the owner’s consent.
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Service in the United Kingdom
SEAT Roadside Assistance is available in respect of Vehicles registered with the relevant Vehicle
Licensing Agency only.
Roadside
If You are stranded on a public highway (or other accessible road or area to which the public has
the right of access) as a result of a Breakdown to Your Vehicle, We will arrange for a Contractor
to assist You who will try to repair the Vehicle at the roadside.
Roadside includes labour at the scene of the Breakdown but not labour at any garage to which
the Vehicle is taken.
If the Vehicle cannot be repaired at the roadside, or if repairs are unwise, We will arrange for the
Vehicle and up to eight people to be taken to an Approved Repairer. If You wish the Vehicle to be
taken to any other destination We will use reasonable endeavours to assist if You pay for the
towage costs for the whole distance.
If You cannot readily get to the Vehicle, We will arrange, if practicable, to have it towed to a place
of safety and stored until You can collect it. The customer must be in attendance with the Vehicle
at the time of Breakdown and at the time of assistance. If the Vehicle is stored, this is at the
customer’s cost.
Roadside does not include:
/ Routine servicing of the Vehicle.
/ Breakdowns which would be prevented by routine servicing of Your Vehicle.
/ Any labour other than that incurred at the roadside including, without limitation, garages.
/ The cost of parts, fuel or other supplies.
/ Replacing tyres or windows.
/ Missing or broken keys. We may in Our absolute discretion attempt to arrange the services
of a locksmith if You pay them direct.
/ The cost of ferry crossings, road toll and congestion charges.
/ Vehicles being demonstrated or delivered by motor traders, or used under trade plates.
/ Vehicles, which in the reasonable opinion of Our patrol or Contractor, had broken down or
were unroadworthy before Your Vehicle became eligible for SEAT Roadside Assistance.
/ Vehicles within a quarter of a mile of Your Home or where You normally keep the Vehicle.
/ Contaminated fuel. However, We may in Our absolute discretion, arrange for the Vehicle to be
taken to a local garage for You to arrange and pay for any work carried out.
/ Any Vehicle storage charges before, during or after any assistance provided by Us.
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/ Assistance following an Accident, fire, theft or vandalism or other incident normally covered
by a motor insurance policy. We may in Our absolute discretion arrange assistance if You pay
for the cost of assistance. (You may be able to recover these costs under the terms of Your
motor insurance policy).
/ The tow or transport of any Vehicle, which, in Our reasonable opinion, is loaded beyond its
legal limit.
/ Any Vehicle in a position where We cannot work on it or tow it, or wheels have been removed.
We can arrange to rectify this but You will have to pay the costs involved.
/ If there are animals in the Vehicle, their onward transportation is at Our sole discretion and is
carried out solely at Your risk. We will not insure any animal or livestock in transit, during any
onward transportation.
Recovery
Recovery has the same features and limitations as Roadside but with the following variations:
/ Recovery operates only in the United Kingdom.
/ If We cannot arrange for the Vehicle to be repaired locally within a reasonable time, We will
arrange for the Vehicle and up to eight people to be taken to an Approved Repairer or to
any other single address. If there are more than five people this may require two separate
Vehicles. An adult must accompany any persons under the age of 16.
/ Residents of Northern Ireland are also entitled to be recovered from the Republic of Ireland.
/ In the event that the Vehicle is vandalised or is involved in a road traffic Accident, We may
in Our absolute discretion provide Recovery to the nearest SEAT UK approved body shop
or, if You pay for the towage for the whole distance, to a destination of Your choice.
Recovery does not include:
/ Breakdowns of caravans, trailers or other objects being towed. If Your Vehicle suffers a
Breakdown We will recover any caravan, trailer or other object which has not broken down
and which was being towed by the Vehicle at the time of Breakdown, subject to the terms
of SEAT Roadside Assistance including the length restrictions.
/ A second Recovery if:
a) the original issue has not been repaired properly by a party other than SEAT
Roadside Assistance;
b) SEAT Roadside Assistance have advised You that it is a temporary repair; or
c) the desired destination cannot accept the Vehicle due to company opening hours
or other restrictions.
If a second Recovery is required, this service can be provided but a charge will be made
dependent on the service required, time of day and distance. These charges will be payable
by credit/debit card prior to the relevant service being provided.
/ Use of the services having the object or effect of avoiding repair costs. For example if
a Vehicle can be repaired in a reasonable time We may not arrange recovery but arrange
for repair instead.
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At Home
/ At Home has the same features and limitations as Roadside but with the following variations:
/ At Home is only available in the United Kingdom.
/ At Home allows You to use Roadside services within a quarter of a mile of Home or the place
where You normally keep the Vehicle.
At Home does not include:
/ Rectifying failed repairs attempted by You or someone on Your behalf.
/ Caravans, trailers or other objects being towed.
/ The reimbursement of taxi fares.
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Onward Travel
If We cannot arrange for the Vehicle to be repaired locally within a reasonable time, We may
in Our absolute discretion arrange one of the following;
Either a hire car of similar size/capacity for 48 hours to enable You to complete Your journey,
providing that there is one available and that You can meet the requirements of the car hire
supplier which may include:
/ Age limits. Drivers must be at least 21 years of age.
/ The need to have a current driving licence, and, if held, a driving licence photocard with You.
/ Limitations on acceptable types or number of motoring offence penalties and/or penalty
points endorsed on Your driving licence.
/ The need to provide a valid credit/debit card number. (Alternatively, the car rental provider will
require a deposit of no less than £50 and may also undertake a simple credit check, before
releasing the vehicle to You). All hires are subject to the supplier’s terms and conditions.
Or overnight accommodation for You and Your Party up to a maximum of £150 per person in
total or £500 for Your Party whichever is less. This does not include the cost of providing meals
and drinks. You will have to pay for any extra hotel or transport costs.
Or a refund of the cost of public transport, standard class rail or other transport, for the driver,
and up to seven passengers to reach the end of their journey, subject to a maximum of £150 per
person or £500 for Your Party whichever is less.
The following do not form part of SEAT Roadside Assistance:
/ Caravans, trailers or other objects being towed. However, if Your Vehicle suffers a Breakdown
We will recover any caravan, trailer or other object which has not broken down and which was
being towed by the Vehicle at the time of Breakdown, subject to the terms of SEAT Roadside
Assistance including the length restrictions.
/ Any Onward Travel Benefits, as stated above, before Our attendance of the
Breakdown incident.
/ Any charges arising from Your use of the hire car, such as fuel costs, deposit, any insurance
excess charges, collecting and returning the vehicle and any costs due to You keeping the
car after the agreed period of hire (You must settle these charges directly with the supplier).
/ A second use of Onward Travel Benefits if the original issue has not been properly repaired
by a third party other than SEAT Roadside Assistance or if SEAT Roadside Assistance have
advised You that it is a temporary repair.
/ Any Onward Travel Benefits, as stated above, if the Vehicle has been involved in an Accident.
/ Any Onward Travel Benefits, as stated above, due to misfuelling, lost keys, lock-outs, kerb
collisions, wheel changes and punctures.
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Lost and broken keys
In the event that You lose, break, or lock Your keys in Your Vehicle We may in Our absolute
discretion attempt to locate a replacement/spare key and get this to You. Or We may in Our
absolute discretion decide to recover You, the Vehicle and its passengers to the nearest
SEAT UK Dealer.
Accident Management
Accident Management may be provided in Our absolute discretion and, where provided,
is subject to all of the relevant terms set out in this document, in addition to the terms
set out below.
Accident Management services
At the scene
These are the services that We can provide to You at the scene:
Advice
When You phone, We will give You advice on a wide range of issues, including what
information You need to collect, whether You need to contact the police, and how to deal
with the other party.
Vehicle driveability check
Through asking You a series of questions, We will assist You in determining the driveability
of Your Vehicle.
Virtual insurance claim form
We can collect and record all the relevant information about the Accident for You,
which We can supply to You at anytime in writing, by fax or email, or over the telephone.
Liability assessment
We can, if We have enough information, give You a preliminary view on who We think is liable
and advise You how to deal with the situation.
Motor insurance claim reporting
We can, if Your insurers will let Us, report the Details of Your Accident to Your insurance
company, and ask them to contact You at a time convenient to You to arrange repairs etc.
Alternatively, We can assist You in arranging repairs. Please note: that many of the above
services can also be provided to You once You have left the scene of the Accident.
Further services
These are the services We can provide to You once You have left the scene:
Call back – at a time to suit You
We will call You back to deal with any other issues that You may have and provide a more
detailed view of Your options.
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