Terms & Conditions

1. About us

These terms apply to the Recovery 24 website (recovery24.uk) and mobile apps (together, the “Service”), operated by Recovery 24 (“Recovery 24”, “we”, “us”). You can contact us at contact@recovery24.uk.

2. What the Service does

Recovery 24 lets you request vehicle recovery (collection from one place and delivery to another) and matches your request with an independent recovery operator (a “Partner”).

3. Using the Service

• You must be at least 18 and able to make a legally binding contract.
• You must give accurate information about your location, destination and vehicle (make, model, weight, condition, any modifications). Wrong details may mean the wrong truck is sent and extra charges may apply.
• You must be the owner of the vehicle or have the owner's permission to have it recovered.
• If you are on a motorway or in a dangerous place, move to a safe position if you can do so safely and follow police and highway authority instructions. In an emergency call 999.

4. Booking and price

Before you confirm a request, the app shows you the price for the recovery based on the details you entered. That price is the price you pay, unless the job changes because information you gave was incorrect or incomplete, or you ask the driver for extra work (for example a longer route, additional vehicles, or waiting time beyond the allowance shown in the app). Any change is shown to you for approval before it is charged. Prices shown in the app include any VAT that applies.

The price estimate tool on our website gives an indicative figure only, calculated from the driving distance between the two places you enter at a rate of £2.50 per mile. It is not an offer. The price shown in the app before you confirm is the price that applies to your booking.

5. Payment

Payment is taken by card through a third-party payment provider when the job is confirmed or completed. We do not store your full card details. A receipt is sent to the email address on your account.

6. Cancelling and your rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel a service contract. Because vehicle recovery is often urgent, by confirming a request you ask us to start the service immediately and you acknowledge that:

• if the service has been fully carried out, you lose your right to cancel; and
• if you cancel after a driver has been dispatched, you must pay a reasonable amount for what has already been done, shown in the app before you confirm.

You can cancel for free before a driver has accepted your request. If a driver does not arrive in a reasonable time, you can cancel in the app and you will not be charged.

7. Our responsibilities

We and our Partners will provide the service with reasonable skill and care, as required by the Consumer Rights Act 2015. Partners must hold appropriate insurance, including cover for loss of or damage to vehicles in their care. If you believe your vehicle was damaged during recovery, please photograph it, tell the driver and report it to us as soon as possible so we can help you make a claim.

We cannot guarantee an exact arrival time. Estimated arrival times depend on traffic, weather and driver availability.

8. Limits on our liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited. Subject to that, we are not liable for loss that was not a reasonably foreseeable result of our breach, nor for business losses if you use the Service for business purposes. Valuable personal items should be removed from your vehicle before recovery. Your statutory rights as a consumer are not affected.

9. Your account and acceptable use

Keep your login details secure and tell us immediately if you think someone else has used your account. You must not misuse the Service, including by making false requests, abusing or threatening drivers or staff, attempting to access systems you aren't authorised to use, or copying or reverse-engineering the app. We may suspend or close accounts that breach these terms.

10. Intellectual property

The Recovery 24 name, logo, website and app, and all content in them, belong to us or our licensors. You may use them only for their intended purpose of accessing the Service.

11. Complaints

If something goes wrong, please tell us at contact@recovery24.uk or through the app and we will aim to reply promptly.

12. Privacy and cookies

How we use your personal data is explained in our Privacy Policy, and how we use cookies in our Cookie Policy.

13. Changes to these terms

We may update these terms, for example to reflect changes in law or in the Service. The version in force when you book a recovery applies to that booking. We will show the date of the latest update at the top of this page.

14. Governing law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may bring a claim in the courts of the country you live in, and the law of that country may apply to your consumer rights.