Schedule C — Breakdown & Incident Policy

Zelfi Ltd (trading as Zelf) Effective date: 30/06/2026

This Schedule forms part of the Agreement between You and Us. It explains what to do if the Vehicle breaks down or is involved in an Incident, what support You can expect from Us, and how costs and liability are handled. Whether You are liable for any cost arising from a Breakdown or Incident is governed by Schedule B, not by this Schedule.

C1. Breakdown or Incident — what’s the difference, and why it matters

This Schedule covers two different situations, and what happens next depends on which one You’re in.

A Breakdown is a mechanical or electrical failure that makes the Vehicle unsafe to drive or unable to be driven, other than as a result of an Incident — for example, a warning light, a flat battery, a tyre that fails with no collision involved, or an electrical fault, where nothing You or anyone else did caused it.

An Incident is a collision, fire, theft or attempted theft, vandalism, or any other event during Your Booking that causes or risks causing damage to the Vehicle, injury to any person, or loss to a third party.

If a Breakdown happens, go to C2. If there’s an Incident, go to C3. If You’re not sure which applies, treat it as an Incident and follow C3 — We would rather You report too much than too little.

C2. If the Vehicle breaks down — roadside assistance and recovery

If the Vehicle suffers a Breakdown, call Our breakdown assistance line straight away:

Breakdown assistance: 0333 207 9654

This is a single number regardless of the Vehicle You are driving — Our breakdown provider manages the relationship with each manufacturer’s roadside assistance service on Our behalf, so You do not need to contact the manufacturer directly.

If the Vehicle can be repaired at the roadside, You may continue Your Booking once it is safe and roadworthy to do so.

If the Vehicle cannot be repaired at the roadside and needs to be taken to a garage, the breakdown provider will arrange recovery. Contact Us through the App as soon as this is confirmed — We will then arrange the next steps under C4.

While You wait for assistance, stay with the Vehicle in a safe location and follow any safety instructions given by the breakdown provider, the emergency services, or Us.

C3. If there is a collision or other Incident

If You are in an Incident, call the relevant emergency services first if anyone is injured, the Vehicle is blocking the road, or there is any immediate risk to safety.

Once it is safe to do so:

(a) Stay at the scene. Do not leave until You have fulfilled all legal obligations — stopping, exchanging details and reporting to the police where required.

(b) Exchange details. Take the name, address, telephone number, vehicle registration and insurer details of everyone involved. Do not admit liability to any other party — see B4.4.

(c) Take photos. Document the Vehicle, the scene and any third-party vehicles or property before anything is moved, if it is safe to do so.

(d) Call the insurer’s accident line.

Accident and claims line: 0333 207 9654

The insurer will arrange recovery of the Vehicle back to Our base. You do not need to arrange or pay for this.

(e) Report to Us. Contact Us through the App or by calling 0345 034 3838 as soon as reasonably possible — see C5 for reporting timelines. We will contact You to go through what happened.

(f) If the police attend or a crime has occurred — see C7.

Replacement vehicle after an Incident. Whether We are able to provide You with a replacement Vehicle after an Incident is assessed by Us on a case-by-case basis. We will discuss this with You once We have spoken through the circumstances. We are under no obligation to provide a replacement Vehicle, and may decline if We consider it appropriate to do so in the circumstances — see C4 for when a replacement vehicle is a commitment rather than a discretion.

C4. Replacement vehicle or refund — no-fault Breakdown

If the Vehicle is taken to a garage under C2 and cannot be repaired in time for You to complete Your Booking, and the Breakdown was not caused by Your breach of the Conditions of Use, We will try to provide a replacement Vehicle under Our fleet-wide breakdown policy, so You can continue Your journey.

If We cannot provide a replacement Vehicle, We will refund the unused portion of Your Booking.

This is Our own commercial commitment to You, not an insurance benefit — Our motor insurance does not provide a courtesy vehicle.

Except for Our liability for death or personal injury caused by Our negligence, or anything else that cannot be excluded by law, We are not liable for any other cost, loss or expense You incur as a result of a Breakdown — including missed connections, accommodation, lost earnings, or any other indirect or consequential loss.

If the Breakdown was caused by Your breach of the Conditions of Use — for example, continuing to drive after ignoring a warning under B2(i) — this section does not apply, and Schedule B governs Your liability instead.

C5. Reporting — timelines and how to report

Breakdowns. Call the breakdown line immediately (C2). No separate App report is required for a Breakdown unless We ask You for one.

Incidents. You must:

• Notify Us within 24 hours of the Incident occurring — through the App or by calling Us. This can be a brief initial report if You are still at the scene or dealing with the immediate situation; full details can follow.
• Submit a completed Incident Report Form within 7 days of the Incident. The form is available in the App at [LINK] and must include: a description of what happened; the details You exchanged at the scene (C3(b)); photos taken at the scene (C3(c)); any police reference number or crime number (C7); and any other information We reasonably request.

Missing either deadline — or giving Us incomplete or inaccurate information — may affect Our ability to manage the claim with Our insurers and may affect Your position under Schedule B. Where it does affect Your position, it does so on the basis set out in Schedule B, B2A: Your liability is limited to the loss the late or incomplete report actually caused, not automatically the full cost of the underlying damage — unless Schedule B, B2 separately applies on its own facts (for example, if You also gave Us false or dishonest information about how the damage happened).

C6. While the Vehicle is off the road or impounded

If the Vehicle is impounded by the police or a local authority during Your Booking, contact Us immediately through the App or by calling Us. Do not attempt to arrange release yourself — We will handle this.

You are responsible for any impoundment, storage and release costs that arise from how You used, drove or left the Vehicle. Where the costs arise in this way, Our related admin fee under Schedule A also applies.

Loss of use. If the Vehicle is taken off the road — whether through impoundment, recovery after an Incident, or otherwise — and this was caused by Your breach of the Conditions of Use, We may charge You a loss-of-use fee under Schedule A. Where the Vehicle is impounded, this runs from the point of impoundment. We will tell You if We are applying this charge and why.

C7. Police involvement and crime numbers

If the police attend the scene of an Incident, or if You are reporting a theft, attempted theft or vandalism, You must obtain a crime or incident reference number before leaving or ending the call with the police. Include this in Your Incident Report Form under C5.

If the police require a statement from You, You may give one — but do not volunteer information about liability or fault beyond what the police ask for, and notify Us as soon as possible afterwards.

If the Vehicle is seized by the police, contact Us immediately. Do not attempt to recover it yourself.

C8. Cooperating with Us, Our insurers and investigations

You must cooperate fully and promptly with Us, Our insurers and any other authority or investigator involved in dealing with a Breakdown, Incident or claim. This includes:

1. responding promptly to any reasonable request for information, documents or evidence;
2. making Yourself available for interviews or statements if reasonably required;
3. not taking any action — including settling, negotiating or corresponding directly with a third party’s insurer — that could prejudice a claim or investigation without Our prior written consent; and
4. preserving any evidence in Your possession and not destroying, deleting or altering anything relevant.

Your honesty obligation under B4.4 applies throughout. Failure to cooperate, or giving false or misleading information at any stage, may result in loss of Zero Liability under Schedule B and may be reported to the police.