Legal
Accessibility and Reasonable Adjustments
Last updated 10 August 2026
Breaking down is difficult for anyone. It is harder if you are disabled, and hardest of all if the way to get help assumes you can see a screen, hear a phone, or stand at the roadside. This policy sets out what we do about that and what you are entitled to ask for. Nothing here costs you anything. No adjustment is charged for, and none of it is behind a paid membership. If an adjustment we should have made was not made, and it cost you money, we refund it.
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1. Getting help if you cannot use the app
We should be straight with you about a limitation. Recovru is currently an app-only service. We do not yet operate a telephone line, which means that if you cannot use the app at all, you cannot currently book with us directly at the roadside. We are not going to pretend otherwise. If you are in danger, call 999. On a motorway, leave the vehicle and get behind the barrier. WHAT WE DO OFFER. If someone can book on your behalf: they can. The account holder does not have to be the person with the vehicle. Tell us in the notes and the operator will be told who to expect. If you can use the app but need longer: every time limit in the app can be extended for you. Ask us and we will do it, and we will cancel any fee caused by a limit you could not meet. If you cannot read the screen: the app works with your phone's screen reader and text size settings. If any part of it does not, tell us and we will treat it as a fault, not a request. If you cannot speak or hear: you never have to take a call. Everything can be done by in-app message, and your operator can be told to message rather than ring. If you need something else entirely: email privacy@recovru.com or use in-app support and describe what would work. We would rather be asked than have you struggle.
2. The four-digit codes
Our service uses two four-digit codes: one to confirm your operator has reached you, and one you give when you are satisfied the work is done. Both are shown on screen and normally read aloud. If you cannot see the code: it is announced by your screen reader, and can be shown to the operator on screen instead of read aloud. If you cannot speak the code: show the screen to the operator, or send it in the in-app chat. If you cannot do either: ask support to confirm arrival and completion on your behalf. Your operator is never paid before you or someone acting for you confirms the work is done. IMPORTANT: the code protects you, and it is never waived to your disadvantage. We will never release a payment to an operator because a code was difficult for you to give. If the code is a barrier, we find another way to confirm the work is done. We do not simply pay out.
3. At the roadside
This is the part most accessibility statements leave out. These are commitments on us and on every operator working through Recovru. You are entitled to travel with your assistance dog: an assistance dog travels in the recovery vehicle with you, at no charge. An operator refusing on those grounds is refusing unlawfully and will be removed from Recovru. You are entitled to tell us what you need before they arrive: add an access note when you book. It is passed to the operator before they set off, so they arrive knowing, and you do not have to explain yourself at the roadside. You are entitled not to be left without onward transport: if the recovery vehicle cannot carry you safely, we arrange accessible onward transport at our cost. You are not left at the roadside because the truck was unsuitable. You are entitled to be communicated with in a way that works for you: by message rather than speech, or through someone with you. Operators are told your preference before arrival. You are entitled not to be charged for any of it: no adjustment attracts a fee, a surcharge or a membership requirement.
4. Time limits, and the free cancellation window
Recovru gives two minutes to cancel free of charge after an operator accepts. That window assumes you can read a screen and act quickly, and for some people it is not achievable. You can ask for a longer window, in advance or afterwards. If a cancellation fee was charged because a time limit was not achievable for you, tell us and we will refund it in full. We will not ask you to prove your disability to get it.
5. What we ask operators to do
Every operator working through Recovru agrees to make reasonable adjustments, to accept assistance dogs, to act on access notes, and never to refuse or abandon a job because a customer is disabled. We treat a breach as a serious matter and it can end their access to Recovru. This applies to operators too. If you are a disabled operator, the same commitments apply to you: adjustments to the operator app, to the way you receive work, and to any requirement that is harder for you to meet. Ask us.
6. The information you give us about your needs
If you tell us about a disability or an access need, that is health information, which the law protects more strictly. We use it only to make the adjustment and to tell the operator what they need to know to help you. We do not use it for anything else, we do not use it to price your job, and we do not keep it longer than we need. Why we can hold it: your explicit consent, given at the moment you choose to tell us. Who sees it: the operator attending that job, and the support staff dealing with it. How you tell us: in the notes when you book, or by messaging support. There is no profile field that stores an access need permanently, so at the moment you do have to tell us each time. We would rather say that plainly than imply otherwise: a saved version is something we intend to build, and until it exists you are repeating yourself, which we know is the opposite of an adjustment. How long we keep it: with the job it relates to, and no longer. It is not copied onto your profile and it is not used to price anything. Withdrawing it: tell support and we will remove it from the record. You do not have to give a reason.
7. How accessible the app currently is
We aim to meet the international standard for accessible digital services. We have built to it, with text scaling, screen reader labels, contrast, and controls large enough to use in poor conditions, but we have not yet commissioned an independent audit, so we are not claiming certified conformance. We would rather tell you that than claim a standard we cannot evidence. KNOWN LIMITATIONS. There is no telephone route, so the app is currently the only way to reach us. Maps are inherently visual. Key information from the map is also given as text: the operator's name, distance, arrival time and status. Some content comes from third parties, such as vehicle photographs, and we do not control its accessibility.
8. Telling us when we get it wrong
If something in the app or in a recovery was not accessible to you, tell us at privacy@recovru.com or through in-app support. We will respond within five working days and tell you what we are going to do. If it cost you money, we refund it. If we do not put it right, you can contact the Equality Advisory and Support Service, which advises on rights under the Equality Act 2010.
Recovru is a trading name of Dapper Trading LTD. Registered in England and Wales, Company No. 08800299. VAT No. 190396586. Registered office: Oak House, Reeds Crescent, Watford WD24 4QP, UK. Questions? Email recovru@webmastersldn.com.