← Back to the AWHelp24 homepage

General Terms and Conditions for AWHelp24

Autowelt GmbH
Industriestraße 1
97618 Niederlauer
Germany

Telephone: +49 9771 90 64 5 64
Email: autowelt12@t-online.de
Register court: Schweinfurt Local Court
Commercial register number: HRB 5115
Managing Director: Sergej Beitel

§ 1 Scope and definitions

  1. These General Terms and Conditions (“Terms”) apply to enquiries and orders submitted to Autowelt GmbH (“Autowelt”) through AWHelp24 by telephone, website, app, email, WhatsApp, website chat or any other expressly offered communication channel.
  2. AWHelp24 organises roadside assistance and mobility services within the European Union. Depending on the order confirmation, Autowelt either becomes the customer’s contracting party itself or arranges a contract between the customer and a legally independent service partner.
  3. “Service partners” include, in particular, towing companies, roadside assistance providers, tyre services, workshops, diagnostic businesses, parts suppliers and other professionally suitable service providers.
  4. A “consumer” is any natural person who enters into the contract for purposes that are predominantly outside their trade, business or profession. A “business customer” is a natural or legal person or a partnership with legal capacity that, when entering into the contract, acts in the exercise of its trade, business or profession.
  5. Individual agreements and the specific order confirmation take precedence over these Terms. Any conflicting terms of the customer apply only if Autowelt has expressly agreed to their application.

§ 2 Autowelt’s role and the contracting party

  1. As a rule, Autowelt does not itself perform roadside assistance, towing, recovery or repair services using its own response vehicles or its own response personnel. On-site services are performed by legally independent service partners.
  2. For each order, the order confirmation clearly and comprehensibly states,
    1. whether Autowelt itself is the customer’s contracting party and has the confirmed assistance service performed by a service partner commissioned by Autowelt, or
    2. whether Autowelt exclusively arranges a contract between the customer and a service partner identified by name.
  3. If Autowelt is the customer’s contracting party, Autowelt owes the service described in the order confirmation and may use suitable service partners as persons engaged in performing its obligations or as subcontractors.
  4. If Autowelt exclusively arranges a contract, the contract for roadside assistance, towing, repair or any other service is entered into directly between the customer and the service partner identified in the order confirmation. In this case, Autowelt owes the proper arrangement and coordination of the service, but does not owe the service partner’s performance or the successful outcome of that performance.
  5. Autowelt’s mere receipt or forwarding of a payment does not alter the contractual structure specified in the order confirmation. If Autowelt receives payments for the service partner in an arranged contract, its capacity as collection agent or payment agent will be identified in the order confirmation or invoice.
  6. If it is not clearly stated who the customer’s contracting party is and which service is owed by the respective contracting party, the order must not be treated as confirmed.
  7. If Autowelt is the customer’s contracting party, Autowelt agrees its own fixed total price with the customer. The customer pays this total price to Autowelt and receives the invoice for the total price from Autowelt. Any service partner used invoices Autowelt for its service. The difference between the customer price and the service partner’s costs forms part of Autowelt’s own pricing calculation and is not separately shown as a commission.
  8. Where Autowelt arranges a contract, it may charge a separate fixed arrangement fee for searching for, selecting and arranging a suitable service partner. This fee and the fact that the actual assistance service is not included in it will be clearly disclosed before the contract is entered into. The customer agrees and pays the price of the assistance service directly with the service partner unless the order confirmation specifies a valid authorisation for Autowelt to collect payment.

§ 3 Services offered

  1. Depending on availability and the specific order confirmation, AWHelp24 may in particular organise the following services:
  2. The specific scope of services is determined exclusively by the order confirmation. Services that have not been expressly confirmed are not owed.
  3. Autowelt organises assistance but does not guarantee that a suitable service partner will be available at every location and at all times, that a service partner will arrive within a particular time, or that a breakdown or damage can be fully remedied on site. Arrival, completion or outcome commitments are binding only if they have expressly been confirmed as binding.
  4. An initial assessment based on the information provided by the customer is not a substitute for a diagnosis of the vehicle. If a different or more extensive need for services becomes apparent on site, § 7 and the customer’s consent obtained for that purpose apply.

§ 4 Enquiry, offer and conclusion of contract

  1. The customer’s initial contact constitutes a non-binding enquiry. Autowelt or the identified service partner then provides the customer with the essential order details, in particular the identity of the contracting party, the service owed by that party, the scope of services, the service location, the fixed total price and, where applicable, an expressly agreed price tolerance.
  2. A contract is entered into only when the customer confirms the order details through the app or in a message in text form and receipt of that confirmation is electronically acknowledged to the customer. A telephone enquiry alone does not give rise to a paid order without subsequent confirmation in text form.
  3. Confirmation may in particular be given by returning a signed enquiry confirmation, by unambiguous approval in the app or by an unambiguously attributable message. For business customers, Autowelt may additionally require a signature and company stamp. A short reply or symbol constitutes approval only if the immediate message history makes it beyond doubt which offer, including the contracting party, service and total price, is being confirmed.
  4. In an ordering process on the website or in the app, the customer receives the information required by law before placing the order and is given the opportunity to identify and correct input errors. An order that obliges a consumer to pay must be confirmed using a correspondingly and unambiguously labelled button.
  5. The order confirmation is provided to the customer on a durable medium, in particular by email, app message or downloadable document. The customer must be able to access and save these Terms and, where applicable, the cancellation information before confirming the order.
  6. If immediate assistance is required, the confirmation in text form may be concise. It must nevertheless contain at least the contracting party, the service, the service location, the total price and the consumer’s express request for performance to begin immediately.

§ 5 Authority of the person placing the order and duties to cooperate

  1. The person placing the order declares that they are the owner, registered keeper or otherwise authorised to commission the assistance service. A driver who is not the owner or registered keeper must, on request, produce suitable vehicle and proof-of-authority documents.
  2. The customer provides all information required to process the order completely and accurately. This includes in particular:
  3. The customer follows reasonable safety instructions issued by Autowelt, emergency services, public authorities and service partners. The customer must not endanger themselves or others and must secure the accident or breakdown location where possible.
  4. Any change in location, accessibility, vehicle condition or required service must be communicated without delay.
  5. Additional costs and delays resulting from culpably incorrect, incomplete or late information provided by the customer may be charged to the extent permitted by law. The customer may prove that no additional costs or lower additional costs were incurred.

§ 6 Selection and use of service partners

  1. Autowelt selects service partners based on availability, operating area, service profile and the requirements apparent for the order. There is no entitlement to the engagement of a particular partner.
  2. Autowelt may transmit to the selected service partner the data required to perform the order. Details are set out in the Privacy Policy.
  3. Where a contract is arranged, the service partner is responsible for proper professional performance, compliance with legal requirements and its employees, vehicles, equipment and insurance.
  4. If Autowelt is the customer’s contracting party, Autowelt remains responsible to the customer for performance in accordance with the contract even where a service partner is used.

§ 7 Prices and additional services

  1. Before entering into the contract, the customer receives a fixed total price for the confirmed scope of services. For consumers, this is a gross price including statutory value-added tax. For business customers, it will be indicated whether the price includes value-added tax.
  2. The confirmed fixed price includes all services and customary ancillary costs stated or recognisably included in the order confirmation. Separate travel, night-time, weekend, toll, diagnostic, material or other surcharges are owed only if they were included in the total price or expressly disclosed before the contract was entered into.
  3. Additional services are owed only if they become objectively necessary and the customer consents to them in text form before they are performed.
  4. A price tolerance of no more than ten per cent above the confirmed fixed price may be used only if the customer has expressly approved that tolerance in the order confirmation. Within the approved tolerance, only unforeseeable services necessary for proper performance may be carried out without renewed consent. Unnecessary extensions and any amount exceeding the tolerance always require renewed confirmation.
  5. If, despite reasonable attempts, it is not possible to consult the customer, only measures that are strictly necessary and proportionate to avert a present danger to persons or substantial damage may be carried out without further consent. Further statutory rights and obligations remain unaffected.
  6. Spare parts or materials supplied by the customer will be used only if Autowelt or the performing service partner has agreed to their use in advance. Liability for defects or damage is excluded insofar as these are demonstrably caused by unsuitable, defective or incorrectly identified parts or materials supplied by the customer. The service partner may refuse to use them for technical, legal or safety reasons.
  7. Removed old parts will be disposed of in accordance with statutory and environmental requirements unless, before work begins, the customer expressly requests their return and return is legally, technically and safely permissible. Return may be made conditional upon reimbursement of separately itemised additional storage, transport or disposal costs.

§ 8 Invoicing and payment

  1. The issuer of the invoice and the payee are specified in the order confirmation and invoice. Depending on the contractual structure, the invoice may be issued by Autowelt or by the service partner.
  2. Where a contract is arranged, Autowelt may be authorised to accept payments for the service partner. Payment to the payment recipient identified in the order confirmation discharges the customer’s corresponding payment obligation.
  3. Payment options offered may include, in particular, bank transfer, PayPal and payment methods provided through Mollie. The payment methods available in the order confirmation apply.
  4. As a rule, the total amount shown in the order confirmation as payable to Autowelt must be paid in full in advance before the service partner is dispatched or authorised to proceed. A different method of payment applies only if confirmed in text form. Consumers fall into default no later than 30 days after the payment becomes due and an invoice is received only if the invoice specifically draws their attention to this legal consequence.
  5. Internal commissions or settlements between Autowelt and a service partner do not create any additional payment obligation for the customer unless they are expressly shown as part of the total price confirmed by the customer.
  6. A payment guarantee provided by Autowelt to a service partner is a separate agreement between Autowelt and the service partner and does not confer any rights on the customer unless expressly confirmed otherwise.
  7. If, in an arranged contract, Autowelt advances payment of a service partner’s claim owed by the customer, the customer is obliged to reimburse Autowelt only if the basis for collection or reimbursement and the amount of the claim have been transparently disclosed to the customer and validly agreed as a matter of law, or if the claim has been validly assigned to Autowelt. The customer may not be charged twice.

§ 9 Commencement of performance, response times and impediments

  1. Autowelt begins organising assistance after the contract has been entered into and, in the case of consumers, after receipt of the required express request for immediate commencement of performance in accordance with § 13.
  2. Communicated arrival and processing times are estimates unless expressly confirmed as binding. Traffic, weather, public-authority measures, current demand, border controls, vehicle or parts availability and other circumstances beyond the control of Autowelt or the service partner may cause delays.
  3. Autowelt informs the customer of any apparent substantial delay. If the service is permanently unavailable, the customer will be informed without delay; payments already received for services not performed will be refunded in accordance with statutory provisions.
  4. The customer’s statutory rights in the event of delay, impossibility of performance or defective performance remain unaffected.

§ 10 Cancellation, discontinuation and impediments caused by the customer

  1. Before entering into the contract, the customer may withdraw the enquiry free of charge.
  2. After the contract has been entered into, a consumer’s cancellation, withdrawal and termination rights are governed by statutory provisions and § 13. These Terms neither exclude nor restrict any contractual right of cancellation.
  3. If a consumer expressly requests that performance begin before the cancellation period has expired and subsequently validly cancels the contract, compensation for the value of services performed up to cancellation may be required only under the statutory conditions.
  4. If a confirmed response cannot be carried out, or cannot be carried out as agreed, for a reason attributable to the customer, in particular because the customer or vehicle leaves the service location after the order has been placed, because of an incorrect location, lack of availability, missing authority or documents, refused access or an undisclosed material change, the demonstrably incurred, necessary and legally recoverable expenses of the service partner and Autowelt may be charged. Expenses saved must be deducted. The customer may prove that there is no claim or that the claim is lower.
  5. A flat-rate cancellation, call-out, waiting-time or abortive-visit fee is owed only if it was clearly communicated to the customer as part of the offer before the contract was entered into and was validly agreed.
  6. If a service must be discontinued for safety reasons, because of an order by a public authority or because it is found on site to be objectively impossible to perform, the parties will agree on the next steps and any appropriately adjusted service. Statutory rights to remuneration and reimbursement remain unaffected.

§ 11 Defects, complaints and contact

  1. The customer should report apparent problems as soon as possible so that they can be promptly examined and remedied. This does not shorten statutory rights in respect of defects or limitation periods.
  2. If Autowelt is the customer’s contracting party, the customer submits notices of defects and claims to Autowelt. Autowelt remains the central point of contact even where a service partner is used.
  3. Where a contract is arranged, the service partner is responsible for defects in its service. The customer may nevertheless submit complaints to Autowelt; Autowelt will forward them to the service partner and assist with communication without thereby assuming its own liability for the partner’s service.
  4. Damage to the vehicle or other property should be documented on site and reported without delay to the contracting party responsible in each case. Where possible, photos, response records and a description of the events should be attached.
  5. Before performance, the customer receives an enquiry or order confirmation for approval. After completion, the customer may request documentation of the work carried out or a service or response record. Confirmation that performance actually took place does not constitute a waiver of statutory rights concerning defects or damages.

§ 12 Liability

  1. Autowelt has unlimited liability in cases of intent and gross negligence, culpable injury to life, limb or health, under the German Product Liability Act, in cases of fraudulent concealment of a defect and to the extent of any expressly assumed guarantee.
  2. In the event of a slightly negligent breach of an essential contractual obligation, liability is limited to the loss or damage typical for the contract and foreseeable when the contract was entered into. Essential contractual obligations are obligations whose fulfilment makes proper performance of the contract possible in the first place and on whose observance the customer may regularly rely.
  3. In all other respects, liability for loss or damage caused by slight negligence is excluded to the extent permitted by law.
  4. Where a contract is arranged, Autowelt is not liable for the professional performance of the service partner’s independent service. Autowelt is, however, liable under the preceding rules for its own breaches of duty in selection, arrangement and coordination.
  5. The liability provisions apply accordingly to Autowelt’s legal representatives, employees and persons engaged in performing its obligations.
  6. Mandatory statutory liability provisions and further consumer rights remain unaffected.

§ 13 Consumers, right of cancellation and immediate commencement of performance

  1. Before entering into the contract, consumers receive separate cancellation information where a statutory right of cancellation exists. The cancellation information is not provided merely as part of a telephone explanation but is supplied on a durable medium.
  2. Because roadside and emergency assistance is generally required immediately, before performance begins the consumer must expressly declare:
    “I expressly request that performance of the commissioned service begin before the cancellation period has expired. I am aware that, once the trader has fully performed the contract, I will lose my right of cancellation where the statutory conditions for this are met. If I cancel before the service has been fully performed, I may, under the statutory conditions, be required to pay compensation for the value of the service provided up to that point.”
  3. The declaration under paragraph 2 must be actively made and documented in the app, on the website or in a message. A pre-ticked checkbox or mere acknowledgement of these Terms is not sufficient.
  4. Where a consumer has expressly requested a visit for the purpose of carrying out urgent repairs or maintenance work, the special statutory rules apply. They do not automatically cover additional services not expressly requested or goods that are not strictly necessary.
  5. Where a contract is arranged, the service partner provides the cancellation information required for its contract. As part of the arrangement process, Autowelt ensures that the customer receives this information before giving confirmation.

§ 14 Data protection

  1. Autowelt processes personal data to handle, arrange, coordinate, perform and invoice the order and to communicate with the customer and service partner.
  2. Data required to perform the order may be transmitted to the selected service partner, payment service providers and other necessary recipients. The legal bases, recipients, transfers to third countries and retention periods are set out in the applicable current Privacy Policy.
  3. Telephone calls are not recorded.
  4. Error codes, diagnostic data, photos and videos may be processed and transmitted to the performing service partner insofar as this is necessary to assess, perform, document or preserve evidence concerning the specific order.
  5. Photos or videos will be used for the website, social media, advertising or references only on the basis of separate, freely given consent from the person concerned or the relevant rights holder. Depending on the image content, consent from the customer, the service partner or both is required. Before publication, vehicle registration numbers, company markings, faces and other identifying features will be obscured. Details, particularly withdrawal of consent and the retention period, must be governed by the Privacy Policy and the separate consent.

§ 15 Governing law, jurisdiction and contract language

  1. German law applies, excluding the United Nations Convention on Contracts for the International Sale of Goods.
  2. For consumers, the choice of law applies only insofar as it does not deprive the consumer of the protection afforded by mandatory provisions of the country in which the consumer has their habitual residence. Mandatory EU and national consumer-protection provisions remain unaffected.
  3. For consumers, the statutory international and local rules on jurisdiction apply. Proceedings against a consumer will be brought only before a court having jurisdiction under applicable law.
  4. If the customer is a merchant, a legal person under public law or a special fund under public law, Autowelt’s registered office is the place of jurisdiction to the extent permitted by law.
  5. The contract languages offered when the contract is entered into will be disclosed to the customer before the order is placed. In the case of translations, the German version forms the basis for interpretation insofar as mandatory consumer law and the transparency requirement do not provide otherwise.

§ 16 Final provisions

  1. Changes and additions to an order should be documented in text form. Individual agreements take precedence irrespective of their form.
  2. If any provision of these Terms is or becomes wholly or partly invalid, the statutory provisions apply in its place. The validity of the remaining provisions remains unaffected.

Annex: Cancellation information for contracts with Autowelt

Note: This annex applies only where Autowelt itself is the consumer’s contracting party and a statutory right of cancellation exists. If a service partner is the contracting party, that service partner’s cancellation information must be used.

Right of cancellation

You have the right to cancel this contract within fourteen days without giving any reason.

The cancellation period is fourteen days from the day on which the contract is entered into.

To exercise your right of cancellation, you must inform us at

Autowelt GmbH
Industriestraße 1
97618 Niederlauer
Germany
Telephone: +49 9771 90 64 5 64
Email: autowelt12@t-online.de

of your decision to cancel this contract by means of an unequivocal statement, for example a letter sent by post or an email. You may use the model cancellation form below, but this is not mandatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancellation before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we must reimburse all payments received from you without undue delay and no later than fourteen days from the day on which we receive notice of your cancellation. We will make the reimbursement using the same means of payment as you used for the original transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you requested that the service begin during the cancellation period, you must pay us an appropriate amount corresponding to the proportion of the services already provided up to the time when you notify us of your exercise of the right of cancellation, compared with the full scope of the services provided for in the contract, insofar as the statutory conditions for such compensation are met.

Model cancellation form

If you wish to cancel the contract, you may complete and return this form to us:

To Autowelt GmbH, Industriestraße 1, 97618 Niederlauer, Germany, email: autowelt12@t-online.de

I/We hereby give notice that I/We cancel the contract concluded by me/us for the provision of the following service:

Ordered on:

Name of consumer(s):

Address of consumer(s):

Date:

Signature of consumer(s) (only if this form is submitted on paper):

Version date: 26 August 2026

Translation notice: This is the English translation of the German version dated 26 August 2026. The German version forms the basis for interpretation, insofar as mandatory consumer law and the transparency requirement do not provide otherwise.