Terms and Conditions
Last updated: July 2026 — Recoverer Ltd
1. About Recoverer
Recoverer Ltd ("Recoverer", "we", "us") operates an on-demand vehicle recovery platform connecting customers with independent recovery drivers across West Midlands, Staffordshire, Warwickshire, Worcestershire, Shropshire, Nottinghamshire, Derbyshire, Leicestershire, Greater Manchester, Greater London, M25 corridor and West Yorkshire. Recoverer is a technology platform — we do not own recovery vehicles or employ drivers directly. All recovery drivers are self-employed subcontractors who use the Recoverer platform to receive and complete jobs. Coverage depends on a driver being available near you, which we check against our live network before you book: enter your location and we will tell you straight away whether we can reach you, before you commit to anything.
2. Card-only payment — no cash
All payments on the Recoverer platform are processed by card only. Cash payments are strictly prohibited and are not accepted under any circumstances. By booking a recovery, you agree to provide a valid debit or credit card. Your card is held at the time of booking, and charged when the job is completed — or as set out in section 6 where a booking is cancelled after a driver has been assigned. Nothing else is taken from the hold, and whatever is not charged is released. If a driver requests cash payment at any point, you must refuse and report this immediately to Recoverer. Any job where cash is exchanged is outside these terms, and Recoverer can offer no protection on it.
3. Pricing
The price shown at the time of booking is the price you pay. There is no membership fee, no call-out contract and no charge that appears only on the bill. Your price is the callout fee for your vehicle type, plus the per-mile rate for the distance, plus the return journey where the distance triggers one, plus any premiums and condition surcharges that apply. Every one of those is itemised and included in the total you see before you confirm. Premiums and surcharges are shown before booking, never after. Night work between 10pm and 6am adds a flat £10. Motorway pickups, accident and winch work, and the conditions that make a job harder — a vehicle on its side, wheels that will not turn, soft ground — each carry their own named charge from a published schedule. There is no evening, weekend or bank-holiday multiplier of any kind. Some jobs cannot be priced automatically. Where the conditions you describe go beyond what the schedule covers, we will not quote you a figure from a form: the booking is taken and a dispatcher calls you with a price before any driver is sent. Recoverer acts as an agent. The recovery is supplied to you by the independent driver who carries it out, and Recoverer charges that driver a service fee out of the fare. VAT is not charged on the fare. You receive a full receipt by email after every job.
4. Privacy and contact protection
Recoverer takes your privacy seriously. Your personal phone number is never shared directly with drivers. All calls between you and your assigned driver are routed through our masked number system powered by Twilio. This means you can call your driver and they can call you, but neither party sees the other's real phone number. Your email address, home address, and payment details are never shared with drivers. Similarly, driver personal details are never shared with customers beyond their first name, vehicle details, and rating. Any attempt by a driver or customer to exchange personal contact information, arrange future jobs directly, or bypass the Recoverer platform is a violation of these terms and may result in account suspension.
5. No direct contact or private arrangements
You must not attempt to contact drivers outside of the Recoverer platform, exchange personal phone numbers, social media profiles, or email addresses, arrange recovery services directly with a driver you met through Recoverer, or offer or accept cash payments to bypass the platform. These rules exist to protect both you and the driver. All communication, payment, and service records are handled through the platform so that both parties have a complete record if anything is disputed.
6. Booking and cancellation
When you confirm a booking, we will assign the nearest available driver. Your card is held but not charged at that point — see section 2. What cancelling costs depends on how far your booking has got, not on how long ago you made it: · Within 2 minutes of a driver accepting — £0. A mistap should not cost you anything. · Before any driver has been assigned — £0. Nothing has been spent yet. · After a driver has been assigned, before they set off — £15. · After your driver has set off — £40. The fee is never more than the callout fee for your job, and never more than the job itself. The whole of it goes to the driver whose time was spent; Recoverer takes no commission on a cancellation fee. You are shown the exact figure before you confirm a cancellation, and the rest of your card hold is released immediately. Bookings made before 18 October 2026 remain on the schedule in force when they were made, and are never charged more than it allowed. Recoverer reserves the right to cancel or reassign a booking if no driver is available within a reasonable time.
7. Your responsibilities
You must provide accurate location information at the time of booking. You must be present at the pickup location or reachable by phone when the driver arrives. You must ensure the vehicle is safe to approach and recover. If the vehicle is in a dangerous location (motorway hard shoulder, active traffic), you must stand in a safe position away from the vehicle. You must not be abusive, threatening, or aggressive towards drivers. Any customer found to have engaged in abusive behaviour will have their account permanently suspended.
8. Insurance and liability
All drivers on the Recoverer platform are required to hold valid commercial recovery vehicle insurance and public liability cover. Recoverer verifies these documents before any driver is approved. However, Recoverer is a technology platform and is not liable for any damage caused during the recovery process. Any damage claims must be directed to the recovery driver's insurance provider. Recoverer will assist in facilitating any claims and can provide job records, driver details, and timestamps to support your claim.
9. Ratings and reviews
After every job, you will be asked to rate your driver from 1 to 5 stars. Ratings are anonymous — drivers see their overall average but cannot see which customer gave which rating. Honest ratings help us maintain service quality. Drivers with consistently low ratings (below 4.0) are reviewed and may be removed from the platform.
10. Data protection
Recoverer Ltd is registered with the ICO (Information Commissioner's Office) and complies fully with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We collect only the data necessary to provide our service: your name, phone number, email, location data during active bookings, and payment information. Your payment details are processed securely by Stripe and are never stored on Recoverer's servers. You may request a copy of your data or request deletion at any time by contacting privacy@recoverer.co.uk. For full details, see our Privacy Policy.
11. Disputes and complaints
If you are unhappy with any aspect of the service, please contact us within 48 hours at complaints@recoverer.co.uk or call 07863 765786. We will investigate and respond within 5 working days. If a pricing dispute arises, we will review the GPS records, distance calculation, and time of booking. If an error is found, we will refund the difference to your card.
12. Changes to terms
Recoverer may update these terms from time to time. We will notify you of significant changes by email. Continued use of the platform after changes are published constitutes acceptance of the updated terms. These terms are governed by the laws of England and Wales.
Recoverer Ltd — Birmingham, West Midlands — info@recoverer.co.uk — support@recoverer.co.uk