TERMS & CONDITIONS
1. Operator identification
Express Car Recovery™
6 Chester Street
Coventry, CV1 4DJ
United Kingdom
Email: 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 Client is responsible for removing all valuables, cash, documents and personal belongings from the vehicle before transport. Neither the Operator nor the Driver shall be responsible for any loss, theft or damage to personal items left inside the vehicle.
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 it is necessary for providing the service.
4.1 Vehicle and quote request – accuracy and refusal
You must ensure that the information provided during booking is accurate and complete, including vehicle type, condition, location and any access limitations.
If the actual vehicle or circumstances differ materially from the information provided, the Driver may refuse to complete the service. In such cases, fees may still apply to cover the Driver’s time, travel, and allocation of resources, to the extent permitted by applicable consumer law.
Any applicable refund will be processed in accordance with Section 7 and applicable legal requirements. You will be asked to confirm these conditions before payment.
5. Payment, fees and refunds
Payments are processed through our third-party payment provider (Stripe). Express Car Recovery acts only as an intermediary platform connecting Clients with independent Drivers or service providers.
5.1 Vehicle recovery and towing bookings
When you request a recovery or towing quote and confirm a booking in the App, you pay the full amount displayed at checkout. This includes the agreed service price and a transaction fee of £2.99.
The £2.99 transaction fee is part of the online booking payment. It is clearly shown before you pay. It is not a separate refundable verification deposit.
By confirming a recovery booking, you agree to pay the full displayed amount. Cancellation and refunds for recovery bookings follow section 7 below and the rules shown in the App at the time of booking and cancellation.
After pickup has started or the service has begun, payments are generally non-refundable except where required by law. If the vehicle or on-site conditions do not match your quote request, the Driver may refuse the service; in those cases, refund and charging rules shown in the App and in section 4.1 apply.
5.2 Roadside and on-site service requests
This section applies to selected roadside services available through the Platform, such as battery jump start, fuel delivery, tyre assistance, vehicle lockout, mobile mechanic, diagnostics, EV charging assist, and any other services marked in the App with a request or verification fee.
When you submit a service request where a fee is shown (the amount displayed in the App before you pay, currently £2.99 where enabled), that amount is a refundable verification fee. It is charged only to confirm that your request is genuine and to distribute your request to available Drivers or service providers.
The verification fee is automatically refunded in full to your original payment method in all of the following cases:
(a) a Driver or service provider accepts your request;
(b) your request expires without being accepted by any Driver or service provider;
(c) you cancel your request before any Driver has accepted it.
Whether or not a Driver accepts your request, the verification fee is refunded and does not remain as a platform charge. It does not form part of the final service price. Payment for the actual roadside work may be arranged directly with the Driver unless the App displays a different in-app payment process for that service.
You may cancel a roadside request only while it is still pending and before a Driver has accepted it. After acceptance, cancellation through the App may no longer be available.
Refunds are processed through Stripe to your original payment method. Processing times depend on Stripe and your card issuer or bank and typically take two (2) to five (5) business days.
5.3 General
The Operator is not responsible for payment delays, chargebacks, or disputes between you and your bank or card issuer. By confirming a payment in the App, you agree to pay the amount shown and to the refund rules that apply to that type of service.
6. Promotional vouchers and referral programme (when enabled)
The Platform may offer promotional vouchers or referral rewards. Eligibility, value, expiry and conditions are shown in the App.
Vouchers typically expire 30 days after issue unless stated otherwise. Each voucher may be used once unless otherwise specified. Abuse or misuse of the programme is prohibited.
The Operator may modify, suspend, or terminate the programme at any time.
7. Cancellation and refunds (vehicle recovery and towing bookings)
Section 5.2 above sets out refunds for roadside verification fees. This section applies to vehicle recovery and towing bookings paid through the quote and checkout flow.
7.1 After service has started
Once the Driver has started the journey or pickup process, refunds are generally not available, except where required by applicable consumer law.
7.2 Cancellations before pickup
Cancellations are based on scheduled pickup time (UK time zone: Europe/London):
More than 2 hours before pickup: full refund of booking amount (including fee where applicable, subject to payment provider processing).
Between 45 minutes and 2 hours before pickup: 50% refund of booking subtotal (transaction fee is non-refundable).
Less than 45 minutes before pickup: no refund, except where required by law.
Refunds are subject to processing times of the payment provider and your bank (typically 2–5 business days).
7.3 Service refusal due to incorrect information
If the Driver refuses the job due to incorrect or incomplete booking information, charges may still apply, subject to applicable consumer law. Refund eligibility will be assessed in accordance with Section 7 and legal requirements.
7.4 No-show / non-cooperation
If you fail to attend, provide access, or cooperate at pickup, charges may still apply.
8. Proof of condition / photographic evidence
The Driver may take photographs of the vehicle before collection, during transport and upon delivery. Such photographs, together with electronic signatures, timestamps and location records, may be used as evidence of vehicle condition, service performance and completion.
9. Complaints procedure
Any claim relating to vehicle damage must be reported within 7 days of delivery together with supporting evidence. Failure to report within this period may affect the ability to investigate the claim.
10. Liability
To the fullest extent permitted by law, the Operator is not liable for indirect losses, delays, accidents, or damages arising from services provided by Drivers.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.
11. Communication
Communication may take place via the App or other reasonable support channels. The Operator is not responsible for communications outside the Platform.
12. Data and privacy
Personal data is processed in accordance with the Privacy Policy and applicable UK GDPR and Data Protection laws.
13. Changes
We may update these Terms from time to time. Material changes will be communicated within the App where reasonably possible. Continued use of the Platform constitutes acceptance of updated Terms.
14. Governing law
These Terms are governed by the laws of England and Wales.
15. Acceptance
By using the Platform, you agree to these Terms and Conditions.
16. Contact
For support, use the “Contact Us” section in the App (including email and other available support channels).
Express Car Recovery™
6 Chester Street
Coventry, CV1 4DJ
United Kingdom
Email: 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 Client is responsible for removing all valuables, cash, documents and personal belongings from the vehicle before transport. Neither the Operator nor the Driver shall be responsible for any loss, theft or damage to personal items left inside the vehicle.
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 it is necessary for providing the service.
4.1 Vehicle and quote request – accuracy and refusal
You must ensure that the information provided during booking is accurate and complete, including vehicle type, condition, location and any access limitations.
If the actual vehicle or circumstances differ materially from the information provided, the Driver may refuse to complete the service. In such cases, fees may still apply to cover the Driver’s time, travel, and allocation of resources, to the extent permitted by applicable consumer law.
Any applicable refund will be processed in accordance with Section 7 and applicable legal requirements. You will be asked to confirm these conditions before payment.
5. Payment, fees and refunds
Payments are processed through our third-party payment provider (Stripe). Express Car Recovery acts only as an intermediary platform connecting Clients with independent Drivers or service providers.
5.1 Vehicle recovery and towing bookings
When you request a recovery or towing quote and confirm a booking in the App, you pay the full amount displayed at checkout. This includes the agreed service price and a transaction fee of £2.99.
The £2.99 transaction fee is part of the online booking payment. It is clearly shown before you pay. It is not a separate refundable verification deposit.
By confirming a recovery booking, you agree to pay the full displayed amount. Cancellation and refunds for recovery bookings follow section 7 below and the rules shown in the App at the time of booking and cancellation.
After pickup has started or the service has begun, payments are generally non-refundable except where required by law. If the vehicle or on-site conditions do not match your quote request, the Driver may refuse the service; in those cases, refund and charging rules shown in the App and in section 4.1 apply.
5.2 Roadside and on-site service requests
This section applies to selected roadside services available through the Platform, such as battery jump start, fuel delivery, tyre assistance, vehicle lockout, mobile mechanic, diagnostics, EV charging assist, and any other services marked in the App with a request or verification fee.
When you submit a service request where a fee is shown (the amount displayed in the App before you pay, currently £2.99 where enabled), that amount is a refundable verification fee. It is charged only to confirm that your request is genuine and to distribute your request to available Drivers or service providers.
The verification fee is automatically refunded in full to your original payment method in all of the following cases:
(a) a Driver or service provider accepts your request;
(b) your request expires without being accepted by any Driver or service provider;
(c) you cancel your request before any Driver has accepted it.
Whether or not a Driver accepts your request, the verification fee is refunded and does not remain as a platform charge. It does not form part of the final service price. Payment for the actual roadside work may be arranged directly with the Driver unless the App displays a different in-app payment process for that service.
You may cancel a roadside request only while it is still pending and before a Driver has accepted it. After acceptance, cancellation through the App may no longer be available.
Refunds are processed through Stripe to your original payment method. Processing times depend on Stripe and your card issuer or bank and typically take two (2) to five (5) business days.
5.3 General
The Operator is not responsible for payment delays, chargebacks, or disputes between you and your bank or card issuer. By confirming a payment in the App, you agree to pay the amount shown and to the refund rules that apply to that type of service.
6. Promotional vouchers and referral programme (when enabled)
The Platform may offer promotional vouchers or referral rewards. Eligibility, value, expiry and conditions are shown in the App.
Vouchers typically expire 30 days after issue unless stated otherwise. Each voucher may be used once unless otherwise specified. Abuse or misuse of the programme is prohibited.
The Operator may modify, suspend, or terminate the programme at any time.
7. Cancellation and refunds (vehicle recovery and towing bookings)
Section 5.2 above sets out refunds for roadside verification fees. This section applies to vehicle recovery and towing bookings paid through the quote and checkout flow.
7.1 After service has started
Once the Driver has started the journey or pickup process, refunds are generally not available, except where required by applicable consumer law.
7.2 Cancellations before pickup
Cancellations are based on scheduled pickup time (UK time zone: Europe/London):
More than 2 hours before pickup: full refund of booking amount (including fee where applicable, subject to payment provider processing).
Between 45 minutes and 2 hours before pickup: 50% refund of booking subtotal (transaction fee is non-refundable).
Less than 45 minutes before pickup: no refund, except where required by law.
Refunds are subject to processing times of the payment provider and your bank (typically 2–5 business days).
7.3 Service refusal due to incorrect information
If the Driver refuses the job due to incorrect or incomplete booking information, charges may still apply, subject to applicable consumer law. Refund eligibility will be assessed in accordance with Section 7 and legal requirements.
7.4 No-show / non-cooperation
If you fail to attend, provide access, or cooperate at pickup, charges may still apply.
8. Proof of condition / photographic evidence
The Driver may take photographs of the vehicle before collection, during transport and upon delivery. Such photographs, together with electronic signatures, timestamps and location records, may be used as evidence of vehicle condition, service performance and completion.
9. Complaints procedure
Any claim relating to vehicle damage must be reported within 7 days of delivery together with supporting evidence. Failure to report within this period may affect the ability to investigate the claim.
10. Liability
To the fullest extent permitted by law, the Operator is not liable for indirect losses, delays, accidents, or damages arising from services provided by Drivers.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.
11. Communication
Communication may take place via the App or other reasonable support channels. The Operator is not responsible for communications outside the Platform.
12. Data and privacy
Personal data is processed in accordance with the Privacy Policy and applicable UK GDPR and Data Protection laws.
13. Changes
We may update these Terms from time to time. Material changes will be communicated within the App where reasonably possible. Continued use of the Platform constitutes acceptance of updated Terms.
14. Governing law
These Terms are governed by the laws of England and Wales.
15. Acceptance
By using the Platform, you agree to these Terms and Conditions.
16. Contact
For support, use the “Contact Us” section in the App (including email and other available support channels).