Cancellations & Refunds

How to cancel

To cancel a recovery, press Cancel on your recovery page (the link we sent you), or call us on 07778 348703. If the recovery vehicle is already on its way, you pay the call-out and the miles there and back by card first, then the recovery is cancelled. Before the recovery is cancelled, you are told the amount kept and any refund due.

Sharing a location or asking for a quote does not itself create a chargeable booking.

What we keep when you cancel

This is worked out from the current UK time and the booked pickup time.

• 12 hours or more before the booked time: £25 is kept from the money you have paid.
• Less than 12 hours before the booked time, or for a recovery booked for right now: the call-out fee is kept.
• Once the recovery vehicle is on its way: the call-out fee and the miles driven, there and back, are kept, never more than the full price.
• Once the recovery vehicle has reached you: the recovery cannot be cancelled and the full price is due.

The call-out fee and the price per mile are the figures in the quote for your job. You are given both before you book, and the cancel screen shows the exact amount before you confirm.

Anything else you have paid is refunded within 24 hours, the same way you paid. Your invoice shows what was kept and what was refunded.

Once the recovery is completed

A completed recovery cannot be cancelled, and there is no refund simply because you change your mind. This does not remove your rights where the service was not provided as agreed or was not carried out with reasonable care and skill.

Consumer cancellation rights

Some consumer service bookings made at a distance or away from business premises carry a 14-day cancellation right from the date the contract is made. Other bookings can fall within a legal exception, depending on the service and whether a specific date or period is agreed. Emergency recovery is not automatically treated as an exception merely because it is urgent.

Where a cancellation period applies and you ask us to start within it, we must obtain the required express request and provide the required information before starting. You may owe a proportionate amount for the service supplied before cancellation. The right is lost after full performance only where the legal conditions, including the required request and acknowledgement, have been met.

Any applicable right or exception will be explained before the booking is confirmed. Sending the website quote form is not consent to waive cancellation rights.

If we cannot provide the agreed service

If we cancel before providing a service, we refund payments for the service not supplied. Where a job cannot continue, we discuss the reason, any work properly carried out and the refund position. Incorrect vehicle or access details do not justify an arbitrary penalty; any retained charge must still be justified.

Refunds

We send a refund within 24 hours of the cancellation, the same way you paid. A bank transfer usually arrives within 2 hours. A card, Apple Pay, Google Pay, Klarna or Clearpay refund can take up to 10 working days to reach you; that time is down to your bank or provider, not us. Where statutory cancellation rules apply, we also follow their repayment timescale.

We can agree a full, partial or goodwill refund after reviewing a case. This does not limit rights that apply by law.

If the law gives you a right to cancel

You do not have to use this wording or give a reason when exercising a statutory cancellation right. An unambiguous message telling us you want to cancel is sufficient.