Legal

Cancellation & Refunds Policy

Last updated 10 August 2026

Version 2026-08-10, effective 10 August 2026. This policy forms part of the Recovru Terms of Use and of your recovery contract with your operator, and explains what happens, and what it costs, when a job is cancelled by you or by your operator, and how refunds work. Recovru is a trading name of Dapper Trading LTD and collects any cancellation charge on your operator's behalf, passing it to them in full. You pay only for the part of the service your operator had actually supplied when you cancelled, you always see the exact figure, itemised, before you confirm, and nothing in this policy affects your statutory rights.

The short version

Cancelling is free at any time before an operator accepts your job.
After an operator accepts you get two more minutes free, and the app shows you the countdown.
After that you pay only for what your operator had actually done to reach you: the fuel they used getting to you, the wear on their vehicle at a published per-mile rate, and their time at a published hourly rate, capped at two hours.
Nothing is charged before your operator sets off, and the tow itself is never charged if your vehicle was never moved.
You see the exact figure, itemised, before you confirm, and you can never be charged more than that figure or more than the call-out price.
Every figure includes VAT, and every penny of a cancellation charge goes to your operator. Recovru keeps none of it.
If your operator cancels, you pay nothing at any stage, for any reason.
If you think a charge was wrong, tell us within 30 days with your job reference: a person, not software, reviews the records and we refund in full if the charge was not fairly incurred.

This summary helps you read the document. The full text below is what applies.

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1. The short version

Before an operator accepts, cancelling costs nothing. For two minutes after an operator accepts, cancelling costs nothing. After that, you pay for what your operator has actually done to get to you, and nothing else. You always see the exact figure, itemised, before you confirm. You can never be charged more than that figure. If your operator cancels, you pay nothing at any stage, for any reason. Every penny of a cancellation charge goes to your operator. Recovru keeps none of it.

2. Before an operator accepts

Cancel freely. Nothing is charged, no hold is placed, and the operators who were offered your job are simply told it is no longer available.

3. The two minutes after an operator accepts

You have two minutes to change your mind at no charge. The app shows you the countdown. This is on top of your legal rights, not instead of them.

4. After that: what you pay, and how it is worked out

YOU PAY FOR WHAT WAS DONE, NOT FOR WHAT IT COST US. The charge is the proportionate value of the part of the service your operator had actually supplied when you cancelled. It is not a penalty, it is not a fixed percentage, and it does not include our costs or your operator's lost opportunity. It is worked out from the journey they had genuinely made. WHAT IS INCLUDED, AND HOW IT IS MEASURED. (a) FUEL USED GETTING TO YOU: the distance actually travelled, at the live pump price at the nearest forecourt to your operator, for the fuel their vehicle uses. (b) WEAR ON THEIR VEHICLE: a published per-mile rate for their class of recovery vehicle, applied to the distance actually travelled. (c) THEIR TIME: a published hourly rate, applied to the time actually spent from setting off to being told you had cancelled, capped at two hours. WHAT IS NOT INCLUDED, AND WHY. Work your operator turned down to take your job is not charged: that is their lost opportunity, not something supplied to you. We do not think you should pay for it and the law does not require you to. Our administration costs are not charged: running the platform is our cost of doing business, not yours. The tow itself is not charged: if your vehicle was never moved, you are not charged for moving it. Anything at all before your operator sets off is not charged: if they had not started travelling, nothing had been supplied to you. The distance is taken from your operator's satellite position, measured to the closest point they actually reached. An operator who turns back cannot increase your charge by driving away. YOU CAN CHECK EVERY RATE WE USE BEFORE YOU EVER BOOK. The per-mile rates for each class of recovery vehicle, and the hourly rate, are published on our rate card at recovru.com/rates. It is dated and versioned, and the version that applied to your job is the one shown on your receipt. We are not asking you to trust a number you cannot check.

5. VAT

EVERY FIGURE YOU SEE INCLUDES VAT. The number on your screen when you confirm a cancellation is the number that leaves your account. There is nothing added afterwards, and no separate tax line to work out. Your receipt shows the VAT element separately for your records, but it is already inside the total you agreed.

6. The limits

YOU NEVER PAY MORE THAN THE FIGURE SHOWN: the number on your screen when you confirm the cancellation is a ceiling. If our calculation later comes out higher, you still pay the figure you saw. YOU NEVER PAY MORE THAN THE CALL-OUT PRICE: whatever the calculation produces, it is capped at what the whole job would have cost. TIME IS CAPPED AT TWO HOURS: however long the journey took. PARTS ARE ALWAYS RELEASED: any amount held for a part you had approved is returned in full.

7. Where the money goes

ALL OF IT GOES TO YOUR OPERATOR. Recovru does not take a share of a cancellation charge. We collect it on your operator's behalf and pass it to them in full, and you get an itemised receipt showing exactly that.

8. If you are not there when your operator arrives

If your operator reaches you, cannot find you, cannot reach you by message or call, and you do not appear within 15 minutes, the job may be closed and treated as a cancellation at that point, so you pay for the journey they made to reach you. SAFETY ALWAYS COMES FIRST, AND THIS IS NEVER CHARGED. If you left your vehicle because you were on a motorway, because you were somewhere unsafe, or because the police or emergency services moved you, that is not a no-show and you will not be charged. The Highway Code tells you to leave your vehicle and get behind the barrier on a motorway. We are not going to charge you for following it. Tell us what happened and we will cancel the charge.

9. If your operator cancels

YOU PAY NOTHING, AT ANY STAGE, FOR ANY REASON. We put your job straight back to the network, you keep the price you were quoted, and we tell you we are finding someone else.

10. Refunds

A HOLD THAT WAS NEVER CHARGED: released. It is not a payment and it disappears from your statement, usually within 3 to 5 working days depending on your bank. A REFUND WE OWE YOU: back to the card you paid with, never a different one, without undue delay and within 14 days at the latest. A CHARGE YOU THINK WAS WRONG: see section 11.

11. Challenging a charge

You have 30 days. Tell us with your job reference and say what you think is wrong. A person, not software, reviews the job: the satellite record, the messages, the dispatch history and the timings. If the charge was not fairly incurred we refund it in full. Either way we tell you our reasons. We are not a member of an alternative dispute resolution scheme. There is no approved scheme in the United Kingdom that covers roadside recovery specifically, and joining one is voluntary for our sector. We are telling you this plainly because we are required to, and because we would rather you knew where you stand than discovered it in the middle of a disagreement. WHAT THAT MEANS FOR YOU: your rights are unaffected. You can take the matter to court, you can raise it with your card issuer, and you can report us to Trading Standards through the Citizens Advice consumer service. We will not treat you any differently for doing any of those things.

12. How the charge is calculated

The figure is worked out by software from the distance and time recorded. That calculation does not decide anything about you: it prices what happened. If you challenge it, a person reviews it and can change it. You can ask us at any time how a particular figure was reached and we will show you.

13. If the work was not done properly

This policy covers cancelling. If the recovery happened but was not done with reasonable care and skill, that is different and your rights are in our Terms of Use. Tell us and we will administer it from the money we hold, so you are not chasing your operator yourself.

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.