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 the West Midlands, UK. 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.
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 but is only charged when the driver marks the job as complete. 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 not covered by Recoverer's service guarantee or insurance.
3. Pricing and VAT
All prices displayed on the Recoverer platform include UK VAT at 20%. The price shown at the time of booking is the price you pay — there are no hidden fees, surcharges, or membership costs. Pricing is calculated using our transparent formula: (Callout Fee + Distance x Per-Mile Rate) x Time Multiplier. Time multipliers apply for evening (1.25x), night (1.4x), weekend (1.2x), and bank holiday (1.4x) bookings. You will receive a full VAT 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 are protected by our insurance, dispute resolution, and quality guarantee.
6. Booking and cancellation
When you confirm a booking, we will assign the nearest available driver. You may cancel your booking free of charge within 5 minutes of confirmation. After 5 minutes, or once a driver has been assigned and is en route, a cancellation fee of £15 applies. If a driver is already on scene when you cancel, the full callout fee applies. 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 0800 123 4567. 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 — 0800 123 4567