DRIVER RULES
Express Car Recovery App
The rules below are sections 11 to 14 of the Express Car Recovery Terms & Conditions for drivers. For the full agreement (including all other sections), open Terms & Conditions in this app. If anything here differs from an update to the main Terms, the current Terms & Conditions in the app applies.
11. CANCELLATION POLICY
11.1 Cancellation rules:
If estimated time to pickup is more than 45 minutes → Driver may cancel without reason
If estimated time is less than 45 minutes → Driver must select a valid reason in the App
11.2 Payment rule:
In ALL cancellation cases → Driver will NOT be paid
11.3 Excessive cancellations
Repeated or excessive cancellations may result in reduced platform access, temporary suspension, or permanent account termination.
12. VEHICLE VERIFICATION (ON ARRIVAL)
Upon arrival and BEFORE loading the vehicle:
Driver must verify that the vehicle matches the Client request quote.
If vehicle matches:
• proceed with normal pickup process
• complete photos and required steps in App
If vehicle does NOT match:
• do NOT load the vehicle
• record a short video showing discrepancies
• select correct status in App
• case is sent for Platform investigation
12.1 Unsafe or illegal recovery conditions
Drivers must not proceed with loading or transport where conditions are unsafe, illegal, or materially different from the original booking information.
Examples may include:
• unsafe recovery environment
• inaccessible vehicle
• undeclared severe damage
• missing wheels
• oversized vehicle
• incorrect pickup location
12.2 Failure to provide verification evidence
Failure to provide required photos, videos, timestamps, or verification steps may affect payment eligibility and may result in investigation by the Platform.
13. PAYMENT HOLD & INVESTIGATION
If a discrepancy occurs:
• payment is placed ON HOLD
• Platform reviews evidence (Driver + Client + GPS + media)
Outcome A – Driver is correct:
• Driver receives full payment
Outcome B – Client is correct / abuse detected:
• Driver receives no payment
• Client receives full refund
13.1 False or misleading evidence
Submission of false photos, misleading videos, GPS manipulation, fake timestamps, or inaccurate information may result in immediate suspension or permanent removal from the Platform.
14. DRIVER OBLIGATIONS
Drivers must:
• act professionally
• arrive on time
• handle vehicles safely
• provide proof of service (photos/videos/timestamps)
• follow Platform instructions
14.1 Platform procedures and safety requirements
Drivers must follow reasonable Platform procedures, verification requirements, and safety standards during all active jobs.
14.2 Incident and damage reporting
Drivers must immediately report any accident, vehicle damage, incident, or safety issue occurring during a job through the App or Platform support channels.
14.3 Account security
Driver accounts are personal and must not be shared, transferred, or used by another individual.
14.4 Performance monitoring
The Platform may monitor cancellations, completion rates, customer feedback, verification compliance, overall platform activity for safety, fraud prevention and service quality purposes.
11. CANCELLATION POLICY
11.1 Cancellation rules:
If estimated time to pickup is more than 45 minutes → Driver may cancel without reason
If estimated time is less than 45 minutes → Driver must select a valid reason in the App
11.2 Payment rule:
In ALL cancellation cases → Driver will NOT be paid
11.3 Excessive cancellations
Repeated or excessive cancellations may result in reduced platform access, temporary suspension, or permanent account termination.
12. VEHICLE VERIFICATION (ON ARRIVAL)
Upon arrival and BEFORE loading the vehicle:
Driver must verify that the vehicle matches the Client request quote.
If vehicle matches:
• proceed with normal pickup process
• complete photos and required steps in App
If vehicle does NOT match:
• do NOT load the vehicle
• record a short video showing discrepancies
• select correct status in App
• case is sent for Platform investigation
12.1 Unsafe or illegal recovery conditions
Drivers must not proceed with loading or transport where conditions are unsafe, illegal, or materially different from the original booking information.
Examples may include:
• unsafe recovery environment
• inaccessible vehicle
• undeclared severe damage
• missing wheels
• oversized vehicle
• incorrect pickup location
12.2 Failure to provide verification evidence
Failure to provide required photos, videos, timestamps, or verification steps may affect payment eligibility and may result in investigation by the Platform.
13. PAYMENT HOLD & INVESTIGATION
If a discrepancy occurs:
• payment is placed ON HOLD
• Platform reviews evidence (Driver + Client + GPS + media)
Outcome A – Driver is correct:
• Driver receives full payment
Outcome B – Client is correct / abuse detected:
• Driver receives no payment
• Client receives full refund
13.1 False or misleading evidence
Submission of false photos, misleading videos, GPS manipulation, fake timestamps, or inaccurate information may result in immediate suspension or permanent removal from the Platform.
14. DRIVER OBLIGATIONS
Drivers must:
• act professionally
• arrive on time
• handle vehicles safely
• provide proof of service (photos/videos/timestamps)
• follow Platform instructions
14.1 Platform procedures and safety requirements
Drivers must follow reasonable Platform procedures, verification requirements, and safety standards during all active jobs.
14.2 Incident and damage reporting
Drivers must immediately report any accident, vehicle damage, incident, or safety issue occurring during a job through the App or Platform support channels.
14.3 Account security
Driver accounts are personal and must not be shared, transferred, or used by another individual.
14.4 Performance monitoring
The Platform may monitor cancellations, completion rates, customer feedback, verification compliance, overall platform activity for safety, fraud prevention and service quality purposes.