Terms & Conditions

Last updated: 19 August 2026

1. Definitions

"HEA", "we", "us" refers to Hea App Limited, trading as HEA — Help & Express Assist. "Platform" refers to our website and any associated application. "Customer" refers to a person requesting roadside assistance. "Service Provider" refers to an independent roadside assistance or recovery professional who receives requests through the Platform.

2. The HEA Platform

HEA operates a platform designed to connect Customers with independent Service Providers who deliver roadside assistance. HEA facilitates this connection; the physical roadside assistance service is provided by the independent Service Provider, not by HEA directly.

3. Customer Responsibilities

Customers agree to provide accurate information about their vehicle, location and the assistance required. Inaccurate information may delay or affect the assistance provided.

4. Service Requests

Assistance requests may be made by telephone or through our website. HEA's platform is designed to identify an appropriate available Service Provider based on the information provided.

5. Pricing and Payments

Pricing for requested services is communicated to the Customer as part of the request process. Payment is required in order for a service request to be completed. Accepted payment methods are confirmed at the time of the request.

6. Cancellations

Customers may request to cancel a service request. Depending on the stage of the request — for example, if a Service Provider has already been dispatched — a cancellation charge may apply. Full details are set out in our Cancellation & Refund Policy.

7. Delays and Service Limitations

While HEA aims to connect Customers with an appropriate Service Provider as efficiently as possible, we do not guarantee specific response times or guaranteed availability of a Service Provider in all circumstances, including due to demand, location, weather or traffic conditions.

8. Vehicle Access and Unsafe Locations

Customers must ensure reasonable access to the vehicle for the Service Provider to carry out the requested assistance. Where a vehicle is in a dangerous position (for example, on a live traffic lane or motorway hard shoulder), Customers should inform HEA at the time of the request so this can be taken into account.

9. Non-Running Vehicles

Where a vehicle cannot be started, moved, or placed into neutral, additional time, equipment or cost may be required to complete the requested service. This will be communicated to the Customer where relevant.

10. Service Provider Responsibilities

Service Providers are expected to attend accepted requests, communicate clearly with Customers, and carry out the requested service safely, professionally, and in compliance with applicable law.

11. Liability

To the extent permitted by law, HEA's role is limited to operating the platform that connects Customers and Service Providers. Liability for the physical performance of roadside assistance services rests with the independent Service Provider who carried out the work. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

12. Third-Party Service Providers

Service Providers operating through the HEA platform are independent businesses or individuals and are not employees or agents of HEA.

13. Intellectual Property

All content, branding and technology associated with the HEA platform, including the HEA name and logo, is the property of Hea App Limited or its licensors and may not be used without permission.

14. Account Termination

HEA may suspend or terminate access to the platform for Customers or Service Providers who breach these terms or misuse the service.

15. Complaints

If you have a complaint about a service arranged through HEA, please contact us at support@heaapp.com and we will investigate.

16. Governing Law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact

Hea App Limited
49 Millfield Avenue, London, E17 5HH, United Kingdom
Telephone: 07539168422
Email: support@heaapp.com