Terms and Conditions for Clients

1. About the Platform Platform Operator: Express Car Recovery (App Platform) Service Providers: Independent self-employed drivers Service Model: Digital marketplace connecting customers with recovery drivers Address: 6 Chester Street, Coventry, CV1 4DJ, United Kingdom Contact: contact@expresscarrecovery.co.uk 2. Definitions Platform: the Express Car Recovery mobile application and related services. Operator: Express Car Recovery. Driver: an independent (self-employed) service provider connected through the Platform. Client: a user who requests a service through the Platform. 3. Nature of service The Platform acts only as an intermediary connecting Clients with Drivers. The Operator does not provide towing or transport services itself. The contract for performing the service is between the Client and the Driver. The Operator is not responsible for the Driver's performance, conduct, or any damage arising from the service, except where required by applicable law. 4. Client obligations You must provide accurate booking, vehicle, and contact information; use the App lawfully; keep your login details secure; and cooperate with the Driver at pickup and drop-off. Quotes and estimates shown in the App become binding only when you confirm the booking and pay the amount displayed. The App may use your location for live tracking of your job and to show the driver's position. By using the App you consent to this where relevant to the service. 4.1 Vehicle and quote request - accuracy and refusal The vehicle and on-site conditions at pickup must match the selections and information you provided in your quote request, including (where applicable) vehicle type, positioning, transmission type, whether the vehicle can move under its own power and the number of blocked wheels. If the actual vehicle or circumstances differ materially from what you submitted, the Driver may refuse to perform the service and may leave without completing the job. In those cases you are not entitled to a refund of amounts already paid (except where the law requires otherwise), and the full booking amount or other charges may be retained or applied to reflect the Driver's time, travel, and loss of other work opportunities, as stated at checkout and in the App. You will be asked to confirm this before you pay. 5. Payment and transaction fee Payments are processed via a third-party provider (for example Stripe Connect Express). A transaction fee of GBP 2.99 applies to each booking and is clearly displayed before payment. The total amount includes the service price plus this fee. By confirming a booking, you agree to pay the full displayed amount. The Operator is not responsible for payment delays, chargebacks, or disputes between you and your bank or card issuer. 6. Promotional vouchers and referral programme (when enabled) The Platform may offer promotional vouchers, including referral rewards. When the programme is active, eligibility, amounts, expiry, and any campaign end date are shown in the Referral Dashboard. Vouchers typically expire 30 days after issue unless stated otherwise. Each voucher code may be used for a single order; once used, it will no longer appear in your list. The discount is funded from the platform's commission and does not reduce the Driver's service price. Self-referral and abuse are prohibited. The Operator may modify, suspend, or terminate the programme or refuse rewards at any time, as further described in the App. 7. Cancellation and refunds 7.1 After pickup or when the service has begun Payments are generally non-refundable after the Driver has started or completed pickup or after the service has begun, except where required by law. 7.2 Cancellations through the App and card refunds Cancellations through the App use the scheduled pickup time in the United Kingdom (Europe/London). When tiered cancellation is enabled on the Platform, refunds of card payments (where captured online) work as follows, subject to successful processing by the payment provider; card refunds usually appear within 2-5 business days depending on your bank: - More than two (2) hours before scheduled pickup: full refund of the amount paid online (including returning the booking subtotal and the transaction fee where applicable). - After forty-five (45) minutes and up to and including two (2) hours before scheduled pickup: a partial refund of fifty percent (50%) of the booking subtotal only; the transaction fee is not refunded. The remainder of the subtotal may be allocated between the Driver and the Platform/Operator as compensation for allocated capacity, as described in the App. - Forty-five (45) minutes or less before scheduled pickup: no refund; the full amount paid is retained in line with the cancellation rules shown in the App before you confirm cancellation. 7.3 When tiered cancellation is not enabled If the Platform has not enabled tiered cancellation, the App may block cancellation when less than two (2) hours remain until scheduled pickup and only the previous full-refund rule may apply when cancellation is allowed. 7.4 Pickup attendance and operational cancellations If you do not attend or cooperate at pickup, charges may still apply as shown in the App. Cancellations by the Driver or operational issues may be handled through in-app messaging and support. 7.5 Vehicle or circumstances not matching the quote request If the Driver refuses or leaves because the vehicle or situation does not materially match your quote request (see section 4.1 above), the same no-refund and charging approach applies as described there, except where the law requires otherwise. 8. Liability To the fullest extent permitted by law, the Operator is not liable for damages, delays, accidents, or losses arising from the service. The Driver is responsible for the service they provide. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence where such exclusion is not permitted by law, or for fraud. 9. Communication Communication may occur via the App or other reasonable channels. The Operator is not responsible for communications outside the Platform. 10. Data and privacy Personal data is processed as set out in the Privacy Policy in the App (UK GDPR and Data Protection Act 2018). 11. Changes The Operator may update these Terms at any time. We will use reasonable means (for example notices in the App) for material changes. Continued use where permitted by law constitutes acceptance. 12. Governing law These Terms are governed by the laws of England and Wales. 13. Acceptance By using the Platform, you agree to these Terms and Conditions. 14. Contact For questions, use "Contact Us" in the Account section of the App (including WhatsApp and email where shown). Email: contact@expresscarrecovery.co.uk WhatsApp