TERMS & CONDITIONS FOR DRIVERS
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. ACCEPTANCE
By downloading, installing, or using the Express Car Recovery™ app ("App"), you agree to these Terms & Conditions. If you do not agree, you must not use the App.
4. PURPOSE OF THE APP
The App is a digital platform for authorised drivers only, used to receive, manage and complete vehicle recovery and towing bookings and selected roadside and on-site service requests made through the Platform.
5. NATURE OF THE PLATFORM
The Platform acts only as a technology intermediary connecting Clients and Drivers.
The Platform does not provide recovery, towing, or roadside services itself and does not employ Drivers. Drivers perform services directly for Clients as independent contractors.
6. DRIVER ELIGIBILITY & ACCOUNT REQUIREMENTS
Drivers must:
• provide accurate account and profile information
• upload required documents (licence, insurance, vehicle documents, etc.)
• maintain valid documentation at all times
• pass verification by the Platform team
• request only service lines you are genuinely qualified and equipped to provide
The Platform may accept or reject any application at its discretion.
7. DRIVER STATUS
Drivers are independent contractors (self-employed).
Nothing in this agreement creates:
• employment
• partnership
• agency relationship
Drivers are responsible for:
• taxes
• National Insurance
• legal compliance
8. USE OF THE APP
Drivers agree to:
• use the App only for lawful assigned jobs
• keep login credentials secure
• comply with road laws and safety regulations
• not interfere with the App or other users
9. JOBS AND JOB ACCEPTANCE
9.1 Recovery and towing bookings
• Recovery and towing jobs are offered through the App.
• Drivers may accept or decline recovery jobs freely.
• No minimum number of jobs is guaranteed.
• Accepting a recovery job means commitment to complete it professionally in accordance with these Terms.
9.2 Roadside and on-site service requests
• Selected roadside and on-site requests may appear separately in the App (for example under Roadside jobs or Offers), depending on the service lines enabled for your account.
• You may only view or unlock requests for service lines that have been approved for your account.
• You are free to ignore any roadside request. There is no obligation to unlock or complete any minimum number of roadside jobs.
• Unlocking a roadside request by paying the lead unlock fee means you intend to contact the Client in good faith and pursue the job professionally, as further described in section 23.
10. PAYMENTS, FEES & COMMISSIONS
• Payments are processed via Stripe
• Platform commission may apply
• The Driver sees the net amount before accepting the job
• Pricing is set by the Platform
Payment release:
• payment is released after job confirmation
• payment may be delayed or held in case of disputes, fraud or investigation
10.1 Recovery and towing bookings
The rules in this section apply to recovery and towing bookings paid through the App checkout flow, including platform commission and payment release after job confirmation.
10.2 Roadside lead unlock fees
For roadside and on-site service requests, a separate lead unlock fee may apply when you choose to unlock a Client request in the App. The amount is shown before you pay (currently £4.99 per unlock unless a different amount is displayed for that service line).
The lead unlock fee:
• is processed via Stripe;
• is separate from any price you agree with the Client for performing the roadside work;
• is generally non-refundable once paid, except where required by law or where the Platform decides otherwise in a specific case;
• does not guarantee that the Client will proceed with the service or that any particular service price will be paid.
Payment for the actual roadside work is normally agreed and collected directly between you and the Client unless the App clearly states otherwise.
11. CANCELLATION POLICY
This section applies to recovery and towing bookings. Roadside and on-site service requests are governed by section 23.
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)
This section applies to vehicle recovery and towing bookings only.
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
This section applies to recovery and towing bookings only.
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.
14.5 Service lines and documentation
You must only perform work for service lines approved on your account and must keep valid documents, insurance, and vehicle information for each service line you offer.
14.6 Roadside requests
If you unlock a roadside or on-site request, you must contact the Client promptly using the details provided in the App, act in good faith, and mark the job complete in the App when the service has been finished or the job has otherwise legitimately ended.
15. PROHIBITED CONDUCT
Drivers must NOT:
• bypass the Platform for payments or future jobs obtained through the Platform
• misuse client data or contact details obtained through the App
• share, sell, or reuse unlocked client contact details except as reasonably needed to perform the specific job for which they were released
• use client contact details obtained through unlock to solicit future work outside the Platform
• unlock roadside requests without genuine intention to contact and pursue the job
• commit fraud or misrepresentation
16. LOCATION & TRACKING
The App uses location services for:
• live tracking
• navigation
• job verification
Drivers consent to location tracking during active jobs.
17. COMMISSIONS
The Platform may change commission rates.
Continued use of the App constitutes acceptance of changes.
18. SUSPENSION & TERMINATION
The Platform may suspend or terminate accounts for:
• repeated cancellations
• misconduct
• fraud
• invalid documents
• abuse of the system
19. LIABILITY
Drivers are fully responsible for services provided.
The Platform is not liable for damages caused by Drivers.
20. DISCLAIMER
The App is provided "as is".
The Platform is not responsible for indirect losses, except where legally required.
21. CHANGES TO TERMS
The Platform may update these Terms.
Continued use means acceptance of changes.
22. GOVERNING LAW
These Terms are governed by the laws of England and Wales.
23. ROADSIDE AND ON-SITE SERVICE REQUESTS
23.1 Scope
This section applies to selected roadside and on-site services offered through the Platform in addition to vehicle recovery and towing, including (where enabled in the App): battery jump start, fuel delivery, tyre assistance, vehicle lockout, mobile mechanic, diagnostics, EV charging assist, and any other service lines marked as available for drivers.
23.2 Service lines, registration and approval
(a) You may only view, unlock, or perform jobs for service lines that have been enabled for your account by the Platform.
(b) During registration or later through “Add services” in the App, you may request one or more service lines. Recovery and towing may require the full registration and vehicle documentation process; roadside-only services may use a shorter registration process.
(c) Your account remains subject to Platform verification and administrator approval. The Platform may approve, refuse, suspend, or remove any service line at its discretion.
(d) You must provide accurate information and valid documents (including, where required, vehicle registration, insurance, and identity documents) for each service line you request. You must keep all documents valid for as long as you offer those services.
23.3 How roadside jobs work
(a) Clients submit roadside service requests through the App. Until you unlock a request, client contact details and full job details may be masked.
(b) Available requests may appear in the App (for example under Roadside jobs or Offers, depending on your enabled roles).
(c) You are free to ignore any request. There is no obligation to accept or unlock any minimum number of roadside jobs.
(d) If no driver unlocks a request within the time shown in the App (typically around thirty (30) minutes, or as configured for that service line), the request may expire automatically and will no longer be available.
23.4 Lead unlock fee and contact access
(a) To accept a roadside request and receive the client’s contact details, you must pay a lead unlock fee through Stripe in the App. The fee amount is shown before you pay (currently £4.99 per unlock unless a different amount is displayed for that service line).
(b) Payment of the lead unlock fee is required before full client contact details and job information are released to you.
(c) Only one driver may unlock each request. Once another driver has unlocked a request, it is no longer available to you.
(d) The lead unlock fee is a Platform fee for access to the lead and distribution of the request. It is separate from any price you agree with the Client for performing the work.
(e) Lead unlock fees are generally non-refundable once paid, including if the Client does not respond, does not attend, cancels after unlock, or the job does not proceed, except where required by law or where the Platform decides otherwise in a specific case.
(f) After a successful unlock, client contact details remain visible in the App for a limited period (currently three (3) hours from unlock). After that period, contact details may be hidden in the App even if the job is not marked complete. You should contact the Client promptly after unlocking.
23.5 Performing the service and payment for work
(a) Unlocking a request does not guarantee that the Client will proceed with the service or that any particular price will be paid.
(b) After unlock, you should contact the Client using the details provided in the App to confirm attendance, scope of work, and price.
(c) Unless the App displays a different in-app payment process for that service, payment for the actual roadside work is normally agreed and collected directly between you and the Client. The Platform is not a party to that payment unless clearly stated otherwise in the App.
(d) You are solely responsible for the service you provide, including pricing, workmanship, safety, insurance, and compliance with applicable laws and professional standards for that type of work.
23.6 Completing roadside jobs
(a) If you unlocked the request, you should mark the job as complete in the App once the roadside service has been finished or the job has otherwise ended in accordance with Platform instructions.
(b) Marking a job complete may trigger notifications to the Client (for example by email). You must not mark a job complete unless the service has genuinely been performed or the job has legitimately ended.
(c) The Platform may record job status (for example pending, claimed, completed, cancelled, or expired) for operational, dispute, and compliance purposes.
23.7 Conduct specific to roadside jobs
You must:
• act professionally and respond promptly after unlocking a request;
• attend when reasonably agreed with the Client, or communicate clearly if you cannot;
• not misuse client contact details obtained through unlock;
• not unlock requests you do not intend to pursue in good faith;
• comply with road traffic, safety, and any trade or licensing requirements applicable to the service you provide.
You must not:
• unlock requests speculatively without intention to contact the Client;
• share unlocked client details with third parties except as needed to perform the job;
• use unlocked contact details to bypass the Platform for future jobs or payments.
23.8 Relationship to recovery bookings
Sections 9 to 13 of these Terms continue to apply to vehicle recovery and towing bookings. This section 23 applies in addition to those sections for roadside and on-site service requests. If there is any inconsistency, the rules that apply to the type of job you are performing will govern that job.
CONTACT
contact@expresscarrecovery.co.uk
• 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. ACCEPTANCE
By downloading, installing, or using the Express Car Recovery™ app ("App"), you agree to these Terms & Conditions. If you do not agree, you must not use the App.
4. PURPOSE OF THE APP
The App is a digital platform for authorised drivers only, used to receive, manage and complete vehicle recovery and towing bookings and selected roadside and on-site service requests made through the Platform.
5. NATURE OF THE PLATFORM
The Platform acts only as a technology intermediary connecting Clients and Drivers.
The Platform does not provide recovery, towing, or roadside services itself and does not employ Drivers. Drivers perform services directly for Clients as independent contractors.
6. DRIVER ELIGIBILITY & ACCOUNT REQUIREMENTS
Drivers must:
• provide accurate account and profile information
• upload required documents (licence, insurance, vehicle documents, etc.)
• maintain valid documentation at all times
• pass verification by the Platform team
• request only service lines you are genuinely qualified and equipped to provide
The Platform may accept or reject any application at its discretion.
7. DRIVER STATUS
Drivers are independent contractors (self-employed).
Nothing in this agreement creates:
• employment
• partnership
• agency relationship
Drivers are responsible for:
• taxes
• National Insurance
• legal compliance
8. USE OF THE APP
Drivers agree to:
• use the App only for lawful assigned jobs
• keep login credentials secure
• comply with road laws and safety regulations
• not interfere with the App or other users
9. JOBS AND JOB ACCEPTANCE
9.1 Recovery and towing bookings
• Recovery and towing jobs are offered through the App.
• Drivers may accept or decline recovery jobs freely.
• No minimum number of jobs is guaranteed.
• Accepting a recovery job means commitment to complete it professionally in accordance with these Terms.
9.2 Roadside and on-site service requests
• Selected roadside and on-site requests may appear separately in the App (for example under Roadside jobs or Offers), depending on the service lines enabled for your account.
• You may only view or unlock requests for service lines that have been approved for your account.
• You are free to ignore any roadside request. There is no obligation to unlock or complete any minimum number of roadside jobs.
• Unlocking a roadside request by paying the lead unlock fee means you intend to contact the Client in good faith and pursue the job professionally, as further described in section 23.
10. PAYMENTS, FEES & COMMISSIONS
• Payments are processed via Stripe
• Platform commission may apply
• The Driver sees the net amount before accepting the job
• Pricing is set by the Platform
Payment release:
• payment is released after job confirmation
• payment may be delayed or held in case of disputes, fraud or investigation
10.1 Recovery and towing bookings
The rules in this section apply to recovery and towing bookings paid through the App checkout flow, including platform commission and payment release after job confirmation.
10.2 Roadside lead unlock fees
For roadside and on-site service requests, a separate lead unlock fee may apply when you choose to unlock a Client request in the App. The amount is shown before you pay (currently £4.99 per unlock unless a different amount is displayed for that service line).
The lead unlock fee:
• is processed via Stripe;
• is separate from any price you agree with the Client for performing the roadside work;
• is generally non-refundable once paid, except where required by law or where the Platform decides otherwise in a specific case;
• does not guarantee that the Client will proceed with the service or that any particular service price will be paid.
Payment for the actual roadside work is normally agreed and collected directly between you and the Client unless the App clearly states otherwise.
11. CANCELLATION POLICY
This section applies to recovery and towing bookings. Roadside and on-site service requests are governed by section 23.
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)
This section applies to vehicle recovery and towing bookings only.
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
This section applies to recovery and towing bookings only.
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.
14.5 Service lines and documentation
You must only perform work for service lines approved on your account and must keep valid documents, insurance, and vehicle information for each service line you offer.
14.6 Roadside requests
If you unlock a roadside or on-site request, you must contact the Client promptly using the details provided in the App, act in good faith, and mark the job complete in the App when the service has been finished or the job has otherwise legitimately ended.
15. PROHIBITED CONDUCT
Drivers must NOT:
• bypass the Platform for payments or future jobs obtained through the Platform
• misuse client data or contact details obtained through the App
• share, sell, or reuse unlocked client contact details except as reasonably needed to perform the specific job for which they were released
• use client contact details obtained through unlock to solicit future work outside the Platform
• unlock roadside requests without genuine intention to contact and pursue the job
• commit fraud or misrepresentation
16. LOCATION & TRACKING
The App uses location services for:
• live tracking
• navigation
• job verification
Drivers consent to location tracking during active jobs.
17. COMMISSIONS
The Platform may change commission rates.
Continued use of the App constitutes acceptance of changes.
18. SUSPENSION & TERMINATION
The Platform may suspend or terminate accounts for:
• repeated cancellations
• misconduct
• fraud
• invalid documents
• abuse of the system
19. LIABILITY
Drivers are fully responsible for services provided.
The Platform is not liable for damages caused by Drivers.
20. DISCLAIMER
The App is provided "as is".
The Platform is not responsible for indirect losses, except where legally required.
21. CHANGES TO TERMS
The Platform may update these Terms.
Continued use means acceptance of changes.
22. GOVERNING LAW
These Terms are governed by the laws of England and Wales.
23. ROADSIDE AND ON-SITE SERVICE REQUESTS
23.1 Scope
This section applies to selected roadside and on-site services offered through the Platform in addition to vehicle recovery and towing, including (where enabled in the App): battery jump start, fuel delivery, tyre assistance, vehicle lockout, mobile mechanic, diagnostics, EV charging assist, and any other service lines marked as available for drivers.
23.2 Service lines, registration and approval
(a) You may only view, unlock, or perform jobs for service lines that have been enabled for your account by the Platform.
(b) During registration or later through “Add services” in the App, you may request one or more service lines. Recovery and towing may require the full registration and vehicle documentation process; roadside-only services may use a shorter registration process.
(c) Your account remains subject to Platform verification and administrator approval. The Platform may approve, refuse, suspend, or remove any service line at its discretion.
(d) You must provide accurate information and valid documents (including, where required, vehicle registration, insurance, and identity documents) for each service line you request. You must keep all documents valid for as long as you offer those services.
23.3 How roadside jobs work
(a) Clients submit roadside service requests through the App. Until you unlock a request, client contact details and full job details may be masked.
(b) Available requests may appear in the App (for example under Roadside jobs or Offers, depending on your enabled roles).
(c) You are free to ignore any request. There is no obligation to accept or unlock any minimum number of roadside jobs.
(d) If no driver unlocks a request within the time shown in the App (typically around thirty (30) minutes, or as configured for that service line), the request may expire automatically and will no longer be available.
23.4 Lead unlock fee and contact access
(a) To accept a roadside request and receive the client’s contact details, you must pay a lead unlock fee through Stripe in the App. The fee amount is shown before you pay (currently £4.99 per unlock unless a different amount is displayed for that service line).
(b) Payment of the lead unlock fee is required before full client contact details and job information are released to you.
(c) Only one driver may unlock each request. Once another driver has unlocked a request, it is no longer available to you.
(d) The lead unlock fee is a Platform fee for access to the lead and distribution of the request. It is separate from any price you agree with the Client for performing the work.
(e) Lead unlock fees are generally non-refundable once paid, including if the Client does not respond, does not attend, cancels after unlock, or the job does not proceed, except where required by law or where the Platform decides otherwise in a specific case.
(f) After a successful unlock, client contact details remain visible in the App for a limited period (currently three (3) hours from unlock). After that period, contact details may be hidden in the App even if the job is not marked complete. You should contact the Client promptly after unlocking.
23.5 Performing the service and payment for work
(a) Unlocking a request does not guarantee that the Client will proceed with the service or that any particular price will be paid.
(b) After unlock, you should contact the Client using the details provided in the App to confirm attendance, scope of work, and price.
(c) Unless the App displays a different in-app payment process for that service, payment for the actual roadside work is normally agreed and collected directly between you and the Client. The Platform is not a party to that payment unless clearly stated otherwise in the App.
(d) You are solely responsible for the service you provide, including pricing, workmanship, safety, insurance, and compliance with applicable laws and professional standards for that type of work.
23.6 Completing roadside jobs
(a) If you unlocked the request, you should mark the job as complete in the App once the roadside service has been finished or the job has otherwise ended in accordance with Platform instructions.
(b) Marking a job complete may trigger notifications to the Client (for example by email). You must not mark a job complete unless the service has genuinely been performed or the job has legitimately ended.
(c) The Platform may record job status (for example pending, claimed, completed, cancelled, or expired) for operational, dispute, and compliance purposes.
23.7 Conduct specific to roadside jobs
You must:
• act professionally and respond promptly after unlocking a request;
• attend when reasonably agreed with the Client, or communicate clearly if you cannot;
• not misuse client contact details obtained through unlock;
• not unlock requests you do not intend to pursue in good faith;
• comply with road traffic, safety, and any trade or licensing requirements applicable to the service you provide.
You must not:
• unlock requests speculatively without intention to contact the Client;
• share unlocked client details with third parties except as needed to perform the job;
• use unlocked contact details to bypass the Platform for future jobs or payments.
23.8 Relationship to recovery bookings
Sections 9 to 13 of these Terms continue to apply to vehicle recovery and towing bookings. This section 23 applies in addition to those sections for roadside and on-site service requests. If there is any inconsistency, the rules that apply to the type of job you are performing will govern that job.
CONTACT
contact@expresscarrecovery.co.uk