Accessibility and Reasonable Adjustments.

We should be straight with you about a limitation. You ask for help through the Recovru app, or through the web app at app.recovru.com once it opens. We do not yet operate a telephone line, which means that if you cannot use the app or the web app at all, you cannot currently request help through Recovru at the roadside. The company enquiries number printed at the foot of our documents is for company enquiries only and is not staffed to take requests for help or to answer questions about a job. 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 request help on your behalf: they can. The account holder does not have to be the person with the vehicle. Tell us in the description and the operator will be told who to expect.
• If you can use the app but need more time: see section 4, which says which time limits we can work around and which we cannot.
• If you cannot read the screen: the app works with your phone's screen reader. For larger text, use Text size in Account, Accessibility, which offers 115% and 130%. The app also follows your phone's own text size setting. If any part of the app does not work for you, 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 or live chat with our staff. Switch off Calls in the app, in Account, Notifications, and the other person on your job is asked to message you instead of ringing. You can also say so in your request.
• If you need something else entirely: use live chat or support in the app, or email support@recovru.com, and describe what would work. We would rather be asked than have you struggle.

Two things are confirmed in the app: that your operator has reached you, with a four-digit arrival code, and that the work is done, which you confirm in the app, or by reading your four-digit completion code to your operator, when your operator marks the job complete.

• If you cannot see a code: your screen reader can read it from the screen, and you can show it to the operator on screen instead of reading it aloud.
• If you cannot speak a code: show the screen to the operator, or send it in the in-app chat. For the completion code, you can confirm in the app instead.
• If you cannot do either for the arrival code: tell our staff in live chat, and they will help it reach your operator, for example through someone with you.

Checking the work. When your operator marks the job complete, you have 30 minutes to confirm it or tell us something is wrong. If you do neither, the payment is released to your operator. If you need longer to check the work, send a report in the app before the 30 minutes are up, by choosing "No, there's a problem" and sending the report that opens, or by reporting A problem with an operator: the money stays held from when the report is sent while it is looked at. Our staff cannot yet hold the payment for you from live chat, so use the report in the app if you can; if you cannot, tell our staff in live chat anyway. If the payment has already been released, you can still tell us afterwards, and we deal with it in exactly the same way. We will never refuse to look at a problem because a time limit was hard for you to meet.

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: say so in the description of your request. Every operator who is sent your request sees it before they quote, so the one you choose arrives 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, tell us and our staff will help you arrange accessible onward transport. If the unsuitable vehicle was our mistake or your operator's, we will pay for it. 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. Say so in your request and operators see it before they quote.
• If you could not be at the vehicle when your operator arrived because of a disability, tell us: the attendance and assessment fee will not be charged for that.
• You are entitled not to be charged for any of it: no adjustment attracts a fee, a surcharge or a membership requirement.

Some time limits in Recovru exist because other people are waiting, and we cannot make them longer for one person without leaving someone else stranded. We would rather tell you that than promise something the app cannot do.

• Each quote is held for you for 5 minutes. We cannot extend it, because the operator who sent it cannot take other work while they wait for you. If a quote lapses before you could act, nothing is charged. You can send your request again, ask someone to request help for you, or ask our staff in live chat and they will help you get quotes again.
• Operators have 180 seconds to quote. That cannot be extended either. If you are a disabled operator and that window does not work for you, tell us: a request you could not answer in time never counts against you.
• Cancelling is free for two minutes after you accept a quote, for as long as your operator has not set off, and once the arrival band on their quote has ended without them reaching you. Otherwise the tracking screen shows what cancelling would cost. If a cancellation charge arose because you could not read the screen or act in time because of a disability, tell us and we will refund it in full. We will not ask you to prove your disability to get it.
• The 30 minutes to check the work: see section 2.

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, it plays no part in which operators are sent your request or what they charge, and we keep it no longer than the Privacy Policy, section 8, says.

• Why we can hold it: the law treats it as health information. The app does not ask for your explicit consent when you write it, so we do not rely on consent: the Privacy Policy, section 3, names the conditions we rely on. Tell our staff if you would rather it was not kept, and we will take it out of the job.
• Who sees it: every operator who is sent your request, because it is part of the description they quote from, and the staff dealing with it.
• How you tell us: in your request, or by messaging our staff. 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: as long as the description or message it is in. Your description is part of the job record that a claim about the job could rest on, so it is kept as the Privacy Policy, section 8, says, unless you ask us to take the access need out sooner. It is not copied onto your profile.
• Withdrawing it: tell our staff and we will remove it from the record. You do not have to give a reason.

We aim to meet the international standard for accessible digital services. We have built to it, with an in-app text size setting, 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. The send and attach controls in job chat and in live chat with our staff are labelled for screen readers. Known limitations.

• There is no telephone route, so the app, the web app once it opens, live chat and email are currently the only ways to reach us.
• The web app and the website have not been tested with screen readers as thoroughly as the phone app. In the web app, a screen reader user may need to switch on accessibility from the hidden button at the top of the page.
• Maps are inherently visual. Key information from the map is also given as text: the operator's name, distance, arrival time and status.
• Quotes arrive one after another while you are deciding, and the list changes as they do. If that is hard to follow, ask our staff in live chat and they will help you compare them.
• Some content comes from third parties, such as vehicle photographs, and we do not control its accessibility.

• Section 1 says you ask for help through the app, or through the web app once it opens, and that the app follows your phone's own text size.
• Section 2 says what our staff can do today if you cannot give your arrival code.
• Section 6 no longer says we rely on your explicit consent for an access need you tell us about, which the app does not ask for.
• Section 7 says the send and attach controls in job chat and in live chat with our staff are labelled for screen readers.
• What changed in earlier versions is no longer listed at the start of this statement.