Terms & conditions

2.1 We Are an Intermediary Platform

Rekovr operates as a technology intermediary. The App connects Customers who require roadside recovery or vehicle assistance with independent, self-employed Service Providers who deliver those services. Rekovr is not itself a recovery operator, breakdown service, or transport provider. We do not employ Service Providers, own recovery vehicles, or perform any recovery work.

2.2 The Contract for Services

When a Customer accepts a Job and a Service Provider confirms availability, a direct contract for the provision of the Service is formed between the Customer and the Service Provider. Rekovr is not a party to that contract. Rekovr’s role is limited to:

• Providing and maintaining the App and Platform;
• Facilitating the connection between Customers and Service Providers;
• Processing payments on behalf of Service Providers as limited payment agent;
• Providing customer support in relation to the App and Platform.

2.3 Vetting of Service Providers

Rekovr carries out identity verification and document checks on Service Providers prior to their registration on the Platform. These checks include, but are not limited to, verification of driving licence, vehicle insurance, and MOT status. However, Rekovr does not guarantee the quality, suitability, or fitness for purpose of any Service Provider or the Services they provide. Customers are encouraged to read Service Provider ratings and reviews before confirming a Job.

2.4 Availability

The App is provided on an “as available” basis. Rekovr does not guarantee that a Service Provider will be available in your area at any given time. Rekovr is not liable for any delay, loss, or inconvenience arising from the non-availability of Service Providers.

3.1 Age Requirement

You must be at least 18 years of age to create an Account and use the App. By registering, you confirm that you are 18 or over. Rekovr is not intended for use by persons under 18. If we become aware that a person under 18 has created an Account, we will close it immediately.

3.2 Account Registration

To use the App you must create an Account by providing accurate, current, and complete information, including your full name, email address, mobile phone number, and valid payment details. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your Account.

3.3 Account Security

You must notify us immediately at support@rekovr.co.uk if you suspect unauthorised access to or use of your Account. Rekovr will not be liable for any loss or damage arising from your failure to keep your login credentials secure.

3.4 One Account Per Person

Each Customer may hold only one Account. Accounts are personal and non-transferable. You must not allow any other person to use your Account to request Services.

5.1 Service Fees

The Service Fee for each Job will be displayed to you before you confirm a Service Request. Fees are quoted inclusive of VAT (where applicable). Rekovr reserves the right to update its pricing structure from time to time; any such changes will be reflected in the App at the time of booking and will not affect Jobs already confirmed.

5.2 Payment Processing

Payments are processed securely by Stripe, a PCI-DSS Level 1 certified payment processor. By submitting payment details, you authorise Rekovr (as limited payment agent for the Service Provider) to charge the Service Fee to your nominated payment method upon completion of the Job. Rekovr does not store your full payment card details on its own servers.

5.3 Failed Payments

If a payment fails, Rekovr will attempt to contact you via the App and by email. Persistent failure to settle outstanding amounts may result in your Account being suspended. You remain liable for any outstanding Service Fees.

5.4 Cancellation by Customer

• Before a Service Provider is assigned: You may cancel a Job at no charge. Any card authorisation (hold) will be released, or any charge already taken will be refunded in full.
• After a Service Provider is assigned — free window: For two (2) minutes after a Service Provider accepts your Job, you may still cancel at no charge and receive a full refund.
• After a Service Provider is assigned — after the free window: If you cancel before the Service Provider arrives, a Cancellation Fee of £50 (or the amount displayed in the App at the time of cancellation) is retained to cover the Service Provider’s time and travel. The remainder of the Service Fee (if any) will be refunded to your original payment method. The App will confirm the Cancellation Fee before you complete the cancellation.
• After the Service Provider has arrived or work has started: You cannot cancel the Job in the App. The full Service Fee is payable.

5.5 Cancellation by Service Provider

In the event that a Service Provider cancels a confirmed Job, you will be notified immediately within the App and given the option to be matched with another available Service Provider. No charge will be applied for a Service Provider cancellation.

5.6 Refunds

Where clause 5.4 provides for a refund (in full or net of the Cancellation Fee), Rekovr will process that refund to your original payment method. Card refunds typically appear within 5–10 business days, depending on your card issuer. All other disputes regarding the quality of a Service should be raised in the first instance with the Service Provider. If you are unable to resolve a dispute directly, you may raise a formal complaint with Rekovr at support@rekovr.co.uk. Rekovr may, at its sole discretion, issue a full or partial refund of the Platform Fee in cases of clear platform failure. Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015.

7.1 Independent Contractors

All Service Providers are independent, self-employed contractors. They are not employees, workers, or agents of Rekovr. Rekovr does not control the manner in which Service Providers carry out their work, and Rekovr is not responsible for the acts or omissions of any Service Provider in the performance of a Service.

7.2 Legal and Regulatory Compliance

Service Providers are required, as a condition of registration on the Platform, to hold and maintain at all times:

• A valid UK driving licence appropriate for the category and weight of the recovery vehicle being operated (Category B, C1, or C as applicable);
• Where required, a Driver Certificate of Professional Competence (CPC);
• Comprehensive motor insurance including third-party liability, recovery vehicle use, and goods in transit cover;
• Public liability insurance of not less than £1,000,000 per claim;
• A current MOT certificate for the recovery vehicle;
• Where applicable, an Operator’s Licence issued by the Office of the Traffic Commissioner;
• Compliance with the Road Traffic Act 1988, the Vehicle Excise and Registration Act 1994, the Road Vehicles (Construction and Use) Regulations 1986, and all applicable drivers’ hours and tachograph regulations;
• Membership of a recognised industry body such as the Association of Vehicle Recovery Operators (AVRO) is encouraged but not mandatory.

7.3 Vehicle Capacity and Suitability

Service Providers are solely responsible for assessing each Job before acceptance and for ensuring that their recovery vehicle, equipment, and driving licence are legally and practically suitable for the Customer’s vehicle (including its weight and dimensions, where such information is available). Service Providers must only accept Jobs that their truck can carry safely and within its rated load capacity. Rekovr does not guarantee that every nearby Service Provider is matched by vehicle weight or capacity; suitability remains the Service Provider’s professional responsibility.

7.4 Platform Standards

Service Providers must comply with Rekovr’s platform standards, including maintaining an acceptable customer rating, responding to Jobs within reasonable timeframes, and conducting Services in a professional, safe, and courteous manner. Rekovr reserves the right to suspend or remove any Service Provider from the Platform at any time for breach of these standards.

8.1 Intermediary Limitation

As an intermediary platform, Rekovr’s liability is limited to the proper functioning of the App and Platform. Rekovr is not liable for:

• The quality, safety, timeliness, or fitness for purpose of any Service delivered by a Service Provider;
• Any damage to your vehicle, property, or person caused by a Service Provider;
• Any loss or damage arising from the unavailability of Service Providers in your area;
• Any loss caused by inaccurate information submitted by you or a Service Provider;
• Any act, omission, negligence, or breach of contract by a Service Provider.

8.2 Platform Liability Cap

To the maximum extent permitted by law, Rekovr’s total aggregate liability to you in connection with the App or Platform (whether in contract, tort, or otherwise) shall not exceed the Platform Fee paid by you in respect of the relevant Job.

8.3 Excluded Losses

In no event shall Rekovr be liable for any indirect, consequential, special, or incidental losses, including but not limited to loss of profits, loss of business, or loss of use, whether or not such losses were foreseeable or Rekovr had been advised of their possibility.

8.4 Statutory Rights

Nothing in these Terms shall limit or exclude Rekovr’s liability for death or personal injury caused by our own negligence, fraudulent misrepresentation, or any other liability that cannot be excluded by law. Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

13.1 By You

You may close your Account at any time by contacting support@rekovr.co.uk. Closure does not affect any outstanding payment obligations. Your Account will be deleted within 30 days of your request, subject to our data retention obligations as set out in the Customer Privacy Notice.

13.2 By Rekovr

We reserve the right to suspend or terminate your Account, and your access to the App, at any time with or without notice if:

• You breach any of these Terms;
• We reasonably suspect fraudulent or unlawful activity on your Account;
• You engage in abusive or threatening behaviour towards Service Providers or Rekovr staff;
• It is necessary to do so to protect the safety of other users or the Platform.

Where we suspend or terminate your Account for breach, we will provide reasons unless doing so would compromise a fraud investigation or otherwise be contrary to law.

16.1 Complaints Procedure

If you have a complaint about the App, the Platform, or a Service, you should contact us in the first instance at support@rekovr.co.uk, providing full details of your complaint. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 calendar days.

16.2 Disputes with Service Providers

Disputes regarding the quality or outcome of a Service should be raised directly with the Service Provider in the first instance. If you are unable to resolve the dispute, you may escalate it to Rekovr for facilitated assistance. Rekovr will use reasonable endeavours to assist in resolving the dispute but is not obligated to do so given its role as an intermediary, and any outcome reached is not binding on Rekovr.

16.3 Online Dispute Resolution

As a UK-based platform, Rekovr is subject to UK consumer dispute resolution mechanisms. If you are not satisfied with the outcome of a complaint, you may refer the matter to an appropriate Alternative Dispute Resolution (ADR) scheme or seek resolution through the courts of England and Wales.