DRIVER RULES
Express Car Recovery App
The rules below are selected operational sections of the Express Car Recovery Terms & Conditions for drivers: sections 11 to 14 apply to vehicle recovery and towing bookings; section 15 applies to roadside and on-site service requests.
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.
Sections 11 to 13 apply to vehicle recovery and towing bookings only.
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
• only perform work for service lines approved on your account
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.
15. ROADSIDE AND ON-SITE SERVICE RULES
15.1 Which jobs this covers
This section applies to roadside and on-site requests (for example battery jump start, fuel delivery, tyre assistance, vehicle lockout, mobile mechanic, diagnostics, and EV charging assist), but only for service lines enabled on your account.
15.2 Before you unlock
• Only unlock a request if you intend to contact the Client and pursue the job in good faith.
• Check the service line, area, and fee shown in the App before paying the lead unlock fee.
• Once another driver has unlocked the request, it is no longer available to you.
15.3 Unlock fee and contact access
• You must pay the lead unlock fee shown in the App (currently £4.99 unless a different amount is displayed) to receive the Client’s contact details.
• The unlock fee is generally non-refundable once paid.
• Contact details remain available in the App for a limited time (currently three (3) hours after unlock). Contact the Client promptly after unlocking.
• Use client contact details only for that specific job. Do not use them to bypass the Platform for future work.
15.4 Performing the work
• After unlock, contact the Client to confirm attendance, scope of work, and price.
• Unless the App states otherwise, payment for the actual roadside work is normally agreed and collected directly between you and the Client.
• You are responsible for the service you provide, including safety, insurance, and compliance with applicable laws.
15.5 Completing the job
• Mark the job as complete in the App once the service has been finished or the job has otherwise legitimately ended.
• Do not mark a job complete if the service was not genuinely performed.
15.6 If the request expires
• If no driver unlocks a request within the time shown in the App, it may expire automatically and will no longer be available.
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.
Sections 11 to 13 apply to vehicle recovery and towing bookings only.
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
• only perform work for service lines approved on your account
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.
15. ROADSIDE AND ON-SITE SERVICE RULES
15.1 Which jobs this covers
This section applies to roadside and on-site requests (for example battery jump start, fuel delivery, tyre assistance, vehicle lockout, mobile mechanic, diagnostics, and EV charging assist), but only for service lines enabled on your account.
15.2 Before you unlock
• Only unlock a request if you intend to contact the Client and pursue the job in good faith.
• Check the service line, area, and fee shown in the App before paying the lead unlock fee.
• Once another driver has unlocked the request, it is no longer available to you.
15.3 Unlock fee and contact access
• You must pay the lead unlock fee shown in the App (currently £4.99 unless a different amount is displayed) to receive the Client’s contact details.
• The unlock fee is generally non-refundable once paid.
• Contact details remain available in the App for a limited time (currently three (3) hours after unlock). Contact the Client promptly after unlocking.
• Use client contact details only for that specific job. Do not use them to bypass the Platform for future work.
15.4 Performing the work
• After unlock, contact the Client to confirm attendance, scope of work, and price.
• Unless the App states otherwise, payment for the actual roadside work is normally agreed and collected directly between you and the Client.
• You are responsible for the service you provide, including safety, insurance, and compliance with applicable laws.
15.5 Completing the job
• Mark the job as complete in the App once the service has been finished or the job has otherwise legitimately ended.
• Do not mark a job complete if the service was not genuinely performed.
15.6 If the request expires
• If no driver unlocks a request within the time shown in the App, it may expire automatically and will no longer be available.