AA Advantage Plus Terms & Conditions

Please do take the necessary time to read our terms and conditions carefully and familiarise yourself with them. If anything is unclear, don’t hesitate to phone our Customer Care department. As our valued customer, we’ll be happy to guide and advise you.

Definitions

The following listed terms will hold the related meanings:

AA

The Automobile Association of South Africa.

Member

The individual principal Member in whose name the AA Membership is maintained.

We/us/our

Related to the AA.

You/your

Related to the Member.

Spouse

A Member, eligible for a discounted subscription, living at the same address as his/her spouse or partner who is a principal Member.

Membership Year

The 12-month period covered by the Member’s subscription.

Subscription

The monthly or annual payment required to remain a Member of the AA.

Membership card

The card issued by the AA to the Member, reflecting the Membership number.

Vehicle

A motorcar, caravan, trailer, 4x4 or light commercial vehicle (LCV), with a gross vehicle mass (GVM) of less than 3.5 tons, which can be legally used on South African public roads. This does not include taxis.

Urban

Johannesburg, Pretoria, Cape Town, Port Elizabeth, East London, Bloemfontein, Nelspruit, Pietermaritzburg and Durban.

Rural

Any area that is not urban as per the definition above.

Breakdown

An occasion when your vehicle cannot be driven as a result of an electrical or mechanical failure, a flat tyre, an accident or out of fuel situation.

Accident

Damage to body panels or the undercarriage, wheels or suspension because of a collision with another vehicle, a pothole or an object. If mechanical failure caused the accident, we consider the incident an accident.

Insurable risk

Vehicles requiring towing for an accident, attempted theft or vandalism as well as recovered stolen vehicles. These are not classified as breakdowns.

Towing provider

The AA tow truck or AA contractor.

Round trip

The distance from the nearest towing provider’s yard, to the scene of the breakdown, to the drop off point and back to the depot or towing provider’s yard.

Terms and Conditions

Emergency Rescue Services

You must phone our Call Centre for assistance. Calls are recorded for your protection and for training purposes. Payment for any service is not guaranteed unless prior authorisation has been obtained from our 24-hour Call Centre on 0800 111 997.

Road Services

Roadside assistance is limited to minor or temporary repairs to get the vehicle on the road again and doesn’t replace the need for permanent repairs and regular servicing.

Call-outs

Road service call-outs are as follows:

  • AA Advantage Plus Members get 5 call-outs a year.
  • We will charge any additional call-outs at exclusive Member rates. Unused call-outs at the end of a subscription year don’t accumulate into the next subscription year.
  • You will have to provide us with the correct location of your vehicle and enough information on anything being towed. Incorrect or incomplete information may cause a delay in the provision of service and additional costs.
  • In the event of a call-out, you must remain with the vehicle and be able to produce your Membership card and proof of identification when the service vehicle arrives.
  • Where any breakdown case needs the use of more than one of our resources, such as a road patrol, battery patrol or tow truck, we will count these as a single call-out.
  • Once we have provided a tow for a breakdown, we consider any subsequent tow for the same breakdown a separate call-out. This includes towing a vehicle that was towed after hours to your home, a storage area or other place of repair or safety and then needs further towing due to the same breakdown event.
  • If you cancel the assistance after we have dispatched the service vehicle, this will still count as a call-out.
  • If you call on more than one occasion for the same problem, each request will count as a call-out.
  • If you are not at the vehicle when we arrive and we cannot provide service, one call-out will be taken off your call-out entitlement. If the vehicle is unattended when the tow truck arrives, the tow truck may leave the scene.
  • Rural Areas – in all the above instances, you may have to cover service provider costs and request a refund. Should this be a long distance tow (greater than 40 km) both trips’ additional km travelled cost will be for your account. If the incident occurs more than 100 km from home, we can assist you with extended benefits.

Areas we cover

We provide services in South Africa.

Should the breakdown occur in Lesotho, Swaziland, Botswana or Namibia, we will arrange for the vehicle to be towed to the nearest place of safety or repair, subject to the availability of a suitable service provider. You will need to pay the towing provider for the towing and request a refund of up to R558.24 (incl VAT).

Roadside security is available to Members who specifically subscribe to the service and only in certain urban areas in South Africa, subject to the availability of our service provider. Please refer to AA Stand By You Terms and Conditions.

We also provide emergency medical assistance or the AA will repatriate Members visiting Lesotho and Swaziland and in medically justifiable cases through AA Mayday. Please refer to the AA Mayday Terms and Conditions.

Response times

We provide roadside assistance as soon as possible in response to your request. We do not guarantee response times, which vary depending on location, traffic, road conditions, weather conditions and the demand for assistance at the time of your request.

Road patrol services

Road patrol and battery services are available in urban areas only.

Keys locked in vehicle

If keys are locked in the vehicle we will arrange for a Road Patrol, Battery Service, Bike Patrol or a locksmith to attend. Where the services of a locksmith are needed to open the vehicle, you will be entitled to claim reimbursement of locksmith costs up to an amount of R385.00 (incl VAT). Any costs over and above the maximum amount will be for your own account. Where we pay the locksmith directly, any additional locksmith costs or kilometres charged over and above the maximum amount will be for your account. We will not refund locksmith charges for the repair or replacement of locks, ignition switches or cutting of keys. If you lost your keys, a road patrol will open the vehicle, and the vehicle will be towed to the nearest dealer or repairer.

If the ignition is damaged as part of an attempted theft, the accident towing benefits, not the locksmith benefits, will apply.

Flat tyre change

We will attempt to repair or change your tyre on-site. Where necessary, we will tow the vehicle in line with your Membership product entitlements. We are not responsible for damage should your tyres or rims be damaged because the tyres are flat.

Emergency fuel

If your vehicle runs out of fuel, we will supply up to 5 litres of fuel to reach a filling station. If necessary, we will provide towing to the nearest filling station within your towing entitlement.

Battery service

If your vehicle’s battery cannot be jump-started, our battery patrols can sell and fit a new battery on the spot. The mobile battery replacement service is subject to availability. All batteries come with a national 12-month battery guarantee.

Towing

Your towing benefits are twofold:

  1. If your vehicle breaks down and cannot be repaired on the spot, we will tow your vehicle to the nearest place of safety or repair free within a 40 km round trip. Storage beyond the first night will be for your cost.
  2. If your vehicle breaks down more than 100 km from home, extended benefits are available.

In instances where an AA tow truck is not available one of our contractors may be used.

In exceptional circumstances, where specialised recovery or salvage equipment is needed, the cost of equipment and labour will be for your expense. We are not responsible for damages caused to the vehicle.

Excess kilometres

If a tow for your vehicle is in excess of the 40 km round trip distance, for which you are eligible, you will need to pay the tow provider or our contractor for the excess distance. The excess distance will be charged at our preferential AA per kilometre towing rate.

Accident towing

If you are involved in a collision and your vehicle cannot be driven we will arrange and pay for a tow to the nearest place of safety or place of repair.

Attempted theft

Should your vehicle be damaged as a result of attempted theft, and cannot be driven, we will arrange and pay for a tow to the nearest place of safety or repair.

Theft benefits

Should your vehicle be stolen and not recovered the same day, we will arrange transportation for you and up to four passengers to your destination or home address. A police case number must be supplied to the AA Call Centre within 24 hours to use this service.

Additional transportation

If the incident occurs less than 100 km from home, we can assist you in arranging additional transport at your cost for passengers who cannot be accommodated in the tow truck.

If the incident occurs more than 100 km from home, we can assist you with extended benefits.

Refund for towing charges

In rural areas, if you are required to pay towing charges in full directly to our contractor, we will refund only that portion of the charges, which you paid to the contractor, up to the amount calculated by:

  • Calculating the round trip distance.
  • Multiplying this distance by our preferential per kilometre towing rates.
  • Plus VAT.

We will cover up to a maximum of R558.24 per tow (incl VAT), or an amount approved by the AA’s Emergency Call Centre at the time of making arrangements, if the incident occurs more than 100 km from home.

Claims must go with our contractor’s receipted invoice, and sent to:
AA Claims
PO Box 30168
Kyalami
1685

On the other hand, you can hand in the tow assistance invoice and tow receipt at the nearest AA Autoshop or AA Travel Experience store.

The following are not covered:

  • Labour charges, overtime charges, cellular phone charges, call-out fees, toll fees, weekend levies, parking fees, storage charges, hitching/salvage/recovery fees, collection and conveyance of spare parts, the cost of spare parts and other related expenses.
  • Repair charges.
  • Charges for further towing of the vehicle for purposes of repairs if you do not accept the quotation of the repair centre nearest to the point of breakdown.
  • Towing charges incurred outside the borders of South Africa, Lesotho, Swaziland, Namibia and Botswana.
  • If the vehicle is loaded, we are not responsible for the load. We may require you to remove the load before rendering any service.
  • Payment or refunds for assistance by private persons.

Extended benefits beyond 100 km from home

AA Advantage Plus extended benefits provide extensive cover anywhere in South Africa for you and up to four passengers when your vehicle breaks down, is stolen or if you are involved in a collision more than 100 km from home. Should you need assistance within the 100 km range, your AA Advantage Plus Membership benefits will ensure that you are assisted.

AA Advantage Plus extended benefits are available 72 hours after joining (subject to payment being received by the AA). Should your roadside emergency occur more than 100 km from home and your vehicle cannot be repaired the same day, the AA’s Emergency Call Centre will determine and manage the most appropriate benefits combination from the following options:

  • Accommodation

We will arrange and pay for overnight accommodation for you and up to four passengers, subject to availability. The choice of hotel accommodation is at the discretion of the Emergency Call Centre. We will cover the cost of accommodation for bed and breakfast only, up to a maximum of R300 per person. You may need to settle the account with the establishment and claim back from the AA. Where the AA pays the establishment directly, you will need to settle any additional costs directly with the hotel before departure. Remember to keep your receipt to submit with your claim.

and/ or

  • Transportation Arrangements

1. Continuing your journey: If you prefer to continue your journey or return home we will arrange transportation to help you reach your destination by the most direct route. If car hire is the most suitable arrangement, the car will be hired to you for up to 24 hours.

2. Collecting your vehicle: Once it has been confirmed that your vehicle has been repaired, we will make transportation arrangements for you to collect it. If a car is to be hired for you or a nominated driver, the AA will pay for this for up to 24 hours.

The choice of car hire supplier or alternative transportation is at the discretion of the AA Call Centre and is subject to availability. Where possible a similar type of replacement car will be hired. Car hire companies impose certain conditions and all arrangements are therefore subject to their conditions of service, including the following:

    • You will need to have a valid credit card.
    • You must be in possession of a valid and applicable driver’s license.
    • You must be over the age of 23 years.

The car hire company may also require you to pay a fuel deposit, and should you be involved in a collision with the hired car you will be liable for the insurance excess. Should you require the hired car for commuting purposes for longer than the initial 24 hours, you will be able to enter into a new car rental contract with the car hire company, for your personal account, at a preferential rate.

  • Long distance towing

In exceptional circumstances, where the repair of your vehicle will take several days, the Emergency Call Centre will apply set criteria to determine whether to provide a long distance tow instead.

Additional Emergency Services

Emergency medical rescue service – AA Mayday

According to the terms and conditions of our external service provider, which are available here.

Roadside security – AA Stand By You

AA Stand By You roadside security service is included in AA Advantage Plus Membership at no additional subscription cost.

The service is subject to availability and the terms and conditions of our external service provider, which are available here.

AA Mobility Programme

  • Your access to our loyalty programme, Mobility is free.
  • If you wish to access the AA Mobility programme on the AA website you will need to register online. You will need to complete a simple form asking for confirmation of Membership number (found on the front of your AA Membership card) plus a password, which you will choose.
  • When using the AA Mobility programme for discounts, special offers and other promotions, they cannot be used in conjunction with any other existing promotion or special offer.
  • You may need to record special rate reference numbers (for example for our larger hotel venues) and print the confirmation voucher in order to access the full discount benefit.
  • If your transaction is at a physical retail outlet, remember to show your AA Membership card and a form of identification when redeeming your benefits.
  • The Call Centre will require your Membership number as confirmation.
  • We reserve the right to restrict availability of the benefits offered by either the AA or our external partners from time to time, and we will be entitled to limit the quality and/or quantity of such benefits within our discretion, based on reasonable decisions made under the current circumstances.
  • Terms and conditions of the various partners apply.

General

AA Membership

AA Membership and benefits are non-refundable, non-transferable and personal to you. Membership entitlements do not cover incidents that happened before you joined us.

We reserve the right to deny services to any Member who, in the AA’s opinion is or has been abusive, threatening or violent toward any AA staff member or who attempts to receive service by deception, with no requirement to refund.

Resolving disputes

We accept no liability for loss or damage to the vehicle or any of its components or accessories or contents while it is unattended, or while in its custody or under the control of any service provider or repairer. We will assist you in every way possible, including telephonic legal advice, to resolve disputes with our contractors where loss or damage may have occurred while the vehicle was in their care.

We carefully select our service providers for value added services, but cannot guarantee quality of service. These service providers are not our agents or employees - we cannot be held responsible for their actions or omissions, or for any damage caused by their performance or failure to perform.

Where there is a need for clarification of terms and conditions or relating to your entitlements, our interpretation will be final.

Right to amend benefits, terms and conditions

We are constantly striving to provide new and improved services to you. We reserve the right to amend benefits, including changing third party service providers. Terms and conditions and Membership benefits may be amended from time to time without written notice.

Up to date subscription

Your subscription must be up to date for you to be eligible to use your Membership.

Cancellation of Membership

Should you wish to cancel your Membership, please notify us in writing.

Debit Orders

If you are paying by monthly debit order, your Membership year still runs for 12 months. If you wish to cancel your Membership, please notify us two months before the annual renewal date to enable us to stop the debit order in time. We automatically process rejected debit orders again on the next debit order date (1st, 15th and 25th day of the month).

For Members joining or renewing after 1 April 2011, the following cancellation policy applies:

  • Members who have taken out AA Membership as a result of a direct marketing offer have the right to cancel their Membership within five business days of the date on which the Membership agreement was concluded.
  • The following refund policy will apply for Members cancelling within this five day period:
    a. If the Member has utilised the AA’s assistance within the five day period, the Member will receive a full refund of the total Membership fee paid less the AA’s charges for assistance provided.
    b. If the Member did not utilise the AA’s assistance, the Member will receive a full refund of the total Membership fee.
  • The Member must not, in any event, make further use of the cancelled Membership.
  • Please note that there will be no separate or additional cooling off period(s) during the Membership year, regardless of any changes that are made to the Membership.
  • AA Membership is valid for 12 months from activation date.
  • AA Members will be notified in writing between 40 and 80 days of their approaching Membership renewal date.
  • Members may cancel their Membership on the expiry date, without penalty or charge, or at any other time, by giving 20 business days’ written notice.
  • Members cancelling within their 12 month Membership period remain liable for any amounts outstanding and the applicable cancellation penalty calculated at the point of cancellation.
  • Members selecting either annual or monthly recurring debit order payment will be notified between 40 and 80 days of their approaching Membership renewal date.
  • The Member’s subscription will be automatically continued on a month to month or annual basis (depending on the Member’s selected payment frequency) until cancelled by the Member in writing.

Your privacy rights

We hold your personal information securely and will not disclose it to any other person or organisation unless authorised by you.

You have the right to access and correct the information at any time.

You agree to abide by our rules. Information will be used for administrative purposes, and to provide you with information relating to products and services from time to time. Where you are a Spouse Member, we may offer products and services to both of you in the household jointly or singly.

For this purpose, we include ourselves and any division, subsidiary, third party under contract or joint venture companies including AA Autobay and AA Insurance.

Errors and omissions excepted