Privacy Policy

1. Who we are

Recovery 24 (“we”, “us”) is the controller of your personal data for the purposes of the UK GDPR and the Data Protection Act 2018. For anything about your data, email contact@recovery24.uk.

2. What we collect

Account details: name, email address, phone number, password (stored hashed).
Booking details: pickup and destination, vehicle make/model/registration, notes you add, the price and the status of the job.
Location data: your device location when you use the app to request or track a recovery, and a driver's location while they are working a job.
Payment details: handled by our payment provider. We receive confirmation of payment and the last four digits of the card, not the full card number.
Communications: messages you send us, call or chat records with support, ratings and reviews.
Price estimate tool: the pickup and drop-off places you type into the estimate tool on this website (or your device location, if you choose “use my current location”). We do not store these.
Technical data: device type, operating system, IP address, app version and crash logs.
Partner (driver) data: identity and right-to-work documents, driving licence, vehicle, MOT and insurance documents, bank details for payouts.

3. Why we use it, and our lawful basis

Purpose	Lawful basis
Create your account, process and complete bookings, take payment, send receipts and job updates	Contract
Share your location and contact details with your assigned driver so they can reach you	Contract
Verify Partners, keep customers and drivers safe, prevent fraud and misuse	Legitimate interests (safety and security)
Customer support, handling complaints and insurance claims	Contract, legitimate interests
Keep financial and tax records	Legal obligation
Improve the app and Service through analytics	Consent (via cookies and similar technologies) or legitimate interests for non-intrusive app diagnostics
Marketing emails or notifications	Consent, or the “soft opt-in” for existing customers under PECR. You can opt out at any time

4. Who we share it with

Partners: the driver assigned to your job sees your name, phone number, vehicle details and live location.
Service providers who process data for us under contract: hosting, payment processing, maps and navigation, SMS and email delivery, customer support and analytics tools.
Mapping providers used by the price estimate tool: the places you enter are sent from your browser to OpenStreetMap (Nominatim) to find them on the map, and the coordinates are sent to the OSRM routing service to work out the driving distance. These providers receive your IP address and the places you entered.
Insurers, professional advisers, police or regulators where needed for a claim, legal advice or a legal obligation.
A buyer, if our business is sold, under the same protections.

We do not sell your personal data.

5. Transfers outside the UK

Some providers may process data outside the UK. When this happens we make sure an appropriate safeguard is in place, such as an adequacy decision, the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses.

6. How long we keep it

Account data: while your account is open, then deleted or anonymised within a reasonable period after you close it.
Booking and payment records: for as long as needed to meet tax and accounting rules and to deal with claims.
Precise location history: only as long as needed to provide the job, unless it is needed for a complaint or claim.
Support messages: for as long as needed to resolve your query and handle any follow-up.

7. Your rights

Under UK data protection law you have the right to:

be told how your data is used and ask for a copy of it (access);
have inaccurate data corrected;
ask us to delete your data in certain circumstances;
ask us to restrict how we use your data;
receive your data in a portable format;
object to processing based on legitimate interests and to direct marketing;
withdraw consent at any time, where we rely on it, and ask for a human review of any significant automated decision.

To use any of these rights, email contact@recovery24.uk. We normally respond within one month. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113. We'd appreciate the chance to put things right first.

8. Cookies

We use a small number of cookies and similar technologies. See our Cookie Policy for details and to change your choices.

9. Security

We use appropriate technical and organisational measures to protect your data, including encryption in transit and access controls. No system is completely secure, so please keep your account details safe.

10. Children

The Service is not intended for anyone under 18 and we do not knowingly collect data from children.

11. Changes

We may update this policy from time to time. The date at the top shows when it was last changed, and we will tell you about significant changes in the app or by email.