Operator Terms.

1. What these terms are, and how they change.

These terms, the Cancellation & Refunds Policy, the clauses of the Terms of Use that section 3 says are your terms of business, the Operator Agreement once you have signed it (section 5.3), and any agreement in section 8.3 that you sign, together form our agreement. The Operator Privacy Notice explains how we use information about you: it is information we give you, not a term of our agreement. They are all always available in the app and on our website, before you sign up and afterwards.

We will give you at least 15 days' notice before any change to these terms takes effect, in the app and by email, and longer where you need it to make technical or commercial adjustments. The notice period runs from when our email reaches you: if it does not arrive, it has not been given, and we tell you another way. Our email tells you what changes and the day the new version applies to you. If you do not accept a change, you may end this agreement before it takes effect, at no cost: we will pay you everything you have earned, and refund the part of any membership you have paid for that you will not use (section 6). You may choose to accept a new version sooner, by accepting it in the app, but we will not require you to until the notice period has ended: until then you go online and quote under the version you accepted. We may change these terms with less notice only where a law or regulation requires us to change them in a way that does not allow the notice, or where we exceptionally have to change them to deal with an unforeseen and imminent danger of fraud, malware, spam, a data breach or another cybersecurity risk to Recovru, customers or operators. If we do, we tell you why.

The terms you adopt as your own. The clauses of the Terms of Use that are your contract with customers (section 3), the Cancellation & Refunds Policy, the basis of the attendance and assessment fee (section 8.1), the standard cancellation rates (section 9) and the organisation discount (section 9.2) are your terms of business with customers, so they are part of these terms. A change to any of them is a change to these terms: we make it as a new version of these terms, with the same 15 days' notice and the same right to end this agreement at no cost, and it does not apply to your quotes until that notice has run.

Our fee. The percentage we take is the one stated in section 9. Section 1.1 sets out how we change it, how we tell you, and what you are asked to accept.

1.1 When our fee changes.

We can change the fee we take, and the worked example in section 9 that shows it, only in the way this section describes.

2. Your status.

You are an independent business. You are not our employee and you are not our worker, and nothing in these terms is intended to make you either. You are responsible for your own tax, National Insurance, VAT, licences and insurance, and you carry your own commercial risk.

Your quote comes with the standard charges in sections 8.1 and 9, the attendance and assessment fee and the cancellation charges, and on an organisation booking with the discount in section 9.2. You adopt them as your own terms of business by quoting. They are the same for every operator, and we publish them and work them out for you.

What we do check is the quality of the service customers receive through Recovru: whether you turn up when a customer has accepted your quote, whether you cancel after they have chosen you, and how customers rate the work. That is how any marketplace protects its customers, and section 7 explains exactly how it works.

3. You appoint us as your agent.

You appoint us, Dapper Trading Ltd trading as Recovru, as your agent for the purposes in this section and no others. The appointment is not exclusive: you may take work from anywhere else at any time.

Deciding fairly. When we decide a complaint we act fairly between you and the customer, and where the facts are unclear we decide in the customer's favour, as the Terms of Use tell customers we will. You agree to us doing this although we are your agent. What we tell a customer about your service under the Terms of Use binds you as if you had said it yourself.

What we never do without asking you first: admit liability or settle a claim for damage or injury, give any discount other than the one in section 9.2, change a price, or make any other commitment in your name.

The contract for the work is yours. When a customer accepts your quote, the contract for the work is between you and the customer. You supply the service and you are responsible to the customer for it, including under the Consumer Rights Act 2015, and you carry its risks: damage and claims arising from the work (section 10), and refunds and chargebacks for it (section 9), as these terms set out and within what the law allows. Your name appears as the supplier on the quote, the confirmation and every invoice, receipt and credit note (section 9.1). We arrange the booking and collect the money for you; we do not do the work and we are not a party to the contract for it.

Payment. When a customer pays us, their debt to you for that amount is settled, and you agree not to ask them for it again. The money we collect for a job belongs to you, less our fee, which includes the VAT on it, and is paid to you under section 9. When an organisation pays on account (by Direct Debit or invoice), we pay you when the job is done, before it pays us; when we do, you transfer to us your right to be paid by the organisation for that job, and if it never pays, that is our loss, not yours. To be paid you must hold a Stripe connected account, which means accepting Stripe's terms for connected accounts and giving Stripe the information it asks for.

Why this section exists, and why it does not make you our employee: being appointed as your agent to conclude a booking is the opposite of employing you. It says you are the supplier and we act for you, not that we sell the work and you carry it out for us. Nothing in this section obliges you to be available, to quote, or to work only for us, and nothing in it gives us the right to tell you how to do the work.

4. Working for others.

You may work for anyone you like, including other platforms and your own direct customers, at the same time as working through Recovru. There is no exclusivity and there never will be. We do not require you to charge customers on Recovru the same as, or less than, you charge anywhere else. The only thing we ask is that you do not quote for a request sent to you through Recovru that you cannot attend.

5. Sending someone else.

Two honest notes. If in practice you never send anyone, this section on its own does not make you a business: what actually happens counts for more than what a contract says. And if you send someone we have not cleared, we will suspend you, because we will not have an unknown person sent to a customer who is standing at the roadside alone.

5.1 Right to work: the written statement the law requires.

From 1 October 2026 the illegal working rules reach past employment. Section 48 of the Border Security, Asylum and Immigration Act 2025 inserted sections 14A and 15A into the Immigration, Asylum and Nationality Act 2006. Recovru is an online matching service under section 14A, and the law can treat us as employing the individual who personally does work we match. Article 5B of the Immigration (Restrictions on Employment) Order 2007 requires us to have, before any work starts, a written statement of the terms below in our contract with you. This section is that statement. We have written it here, rather than in a separate document you would have to hunt for, so there is one thing to read.

They apply to you, and to anyone you employ, engage or send to do work obtained through Recovru.

(a) Checks on anyone you send. You will carry out a right to work check, in the form the Home Office prescribes, on every person you employ or engage to carry out work obtained through Recovru, before they carry out any of it. You will keep the evidence for as long as they do that work and for two years afterwards. Where a person's permission to work has an end date, you will check again before it runs out. Anyone you send must also be cleared by us, as section 5 says, before they set off.

(b) No further sub-contracting without our written consent. You will not sub-contract work obtained through Recovru to anyone else without asking us first and getting our agreement in writing. If we agree, you will put these same obligations into your agreement with them, and you stay responsible to us for whether they are kept. Sending a person we have already cleared, under section 5, is not sub-contracting and needs no separate consent.

(c) Letting us check. You will let us verify that this is being done. In practice that means producing, within 10 working days of a written request from us, the evidence of a check you have carried out, the identity of anyone you have engaged for work obtained through Recovru, and your records of it. We will ask in writing, we will say why we are asking, and we will not ask more often than we need to.

(d) What happens if you do not. We may restrict what you receive, suspend you, or end this agreement. Section 15 sets out the reasons we have to give you and how you challenge them, and it applies here in full. Where the failure is a person working without permission we may suspend straight away, and you still get written reasons and a route to object.

(e) Your own contracts with the people who do the work. You will include in your contract with every person you employ or engage to carry out work obtained through Recovru a term that lets you stop them carrying out that work at once, and suspend or end their engagement, where you know or have reasonable cause to believe that they are committing an offence under section 24B of the Immigration Act 1971 (illegal working), and you will use it. You will show us that term within 10 working days of a written request.

(f) Co-operating with the Home Office. If the Home Office investigates illegal working connected with work obtained through Recovru, you will co-operate with that investigation, and you will give us and them what they are entitled to about the chain of engagement: who did the work, who engaged them, their legal names, the type of business, registered addresses and company numbers, and what checks were carried out. We will tell you when we have passed something on, unless the law stops us from telling you.

Our own check on you. Before you can quote, a member of our staff checks your own right to work, in one of the ways the Home Office recognises: through the Home Office's online service, using a share code you give us; by checking your original documents, which we must have in our hands, while you are with us in person or on a live video call (you may post them to us by tracked delivery, and we return them the same way); where an application of yours is still with the Home Office, by asking the Home Office's Employer Checking Service; or, for a British or Irish passport or an Irish passport card, through a registered right to work digital verification service provider (a provider registered on the government's digital verification services register to carry out right to work checks). The provider we use is TrustID. That route is switched off at the moment, and we will tell you in the app when it opens. The Operator Privacy Notice, section 9.1, explains each route.

If a provider changes its result. If a registered provider changes the result of your check after we have approved it, our approval stops counting, and you cannot receive requests or quote, until a person at Recovru has read the new result and decided. Until then the app shows your check as being checked by our staff. If we then refuse or withdraw your approval, we tell you why in writing (section 15).

These are legal requirements on both of us. They are not a judgment about you, they apply to every operator equally, and the Operator Privacy Notice sets out exactly what we collect to do it, who sees it, and how long we keep it.

What this does not mean. Carrying out these checks does not make you our employee or our worker, and it is not us supervising your work. We do it because the law requires it of us. Section 2 still describes your status, and nothing in it changes: you set your prices, you choose your jobs, you work for whoever you like, and we do not tell you how to do the work.

5.2 Confirming it is you.

A check is worth nothing if the person who passed it is not the person who turns up. So we may ask you to confirm it is you, and compare you with the identity evidence we already hold. There are two ways to do it: a face check in the app, which takes a few seconds, or, if you would rather your face was not compared by software, a short video call with a member of our staff.

The face check is switched off at the moment. Until we switch it on, every check we ask for is the video call: a member of our staff calls you, and the check never stops you working and has no deadline. Before we switch the face check on we will give you at least 15 days' notice in the app and by email.

The face check, once it is on. It needs your explicit consent, which we ask for once, separately from these terms. It takes a few seconds, and no image from it is kept by us: we keep the result and two scores, and we delete the scores after 90 days, unless a dispute or investigation about you is still open. If you are asked when you sign in, come back to the app or go online, you go online once you have taken it. If you are asked between jobs, you have 15 minutes; if you have not taken it by then and you are not on a job, you go offline. If you do not want your face compared by software, choose the check without face matching on the consent screen: a member of our staff calls you on video instead, and that call never stops you working and has no deadline.

If it does not match, we do not lock you out on the spot. You are offered it again, and if it still does not match you stay online while a person reviews it and contacts you. We would rather ask a real operator twice than send someone unverified to a customer.

Your name. The name on your account must be your own name as your identity document gives it, or a form of it, such as initials, a familiar form of your first name, or without your middle names. We compare the two automatically. The comparison never refuses you on its own: a difference goes to a person, and you can correct your name in the app or tell us why it differs.

If you send a substitute under section 5, they do the same checks from their own account before they set off.

5.3 The checks we run.

6. Membership.

6.1 Founding operators.

Founding places are only for the first 250 operators we accept, counted in the order we first accepted them. Accepted means you have passed our checks, we have cleared you for at least one service and you are not suspended. Being one of the first 250 does not make you a founding operator by itself: we choose which of them to offer a place to, by where customers need more operators and the services you are cleared for, and we record why. When we offer you a place, we explain in the app and by email how it starts, including any billing enrolment required for a new renewing trial. Once the free membership starts, we tell you your founding number, its start date and end date. Founding numbers run from 1 to 250 and there will never be more than 250.

New trials with automatic renewal. Where this option is available and we offer it to you, being selected by staff does not start free membership or authorise a charge. You must first explicitly enrol, agree that it will renew at £44.99 a month including VAT, and complete the billing provider's subscription and payment method setup. The trial starts only when the provider confirms that renewing subscription, and lasts three calendar months. After it ends, the provider takes £44.99 including VAT each month until you cancel through Apple subscriptions, Google Play subscriptions or Manage billing in the web app, according to where you enrolled. Cancel before renewal to avoid that charge. Your membership remains available until its confirmed period ends, then you cannot go online or quote without another active membership. Native trials are offered only where the relevant store has the correct offer and confirms your eligibility and dates. Apple Pay for a rescue payment is separate from an App Store subscription.

Existing founding places keep the free dates and billing promise we already gave you. We do not turn them into renewing subscriptions without your separate agreement. If you choose to enrol in web automatic renewal while an existing free period is still running, that period still ends on its original date; you do not receive another three months.

When the free membership ends, you need a membership, at the price and in the way section 6 sets out, to go online and send quotes. For an existing place under the original offer where you have not explicitly enrolled in automatic renewal, nothing is taken automatically, unless we moved the next payment of a membership you already pay for to that day, when it is taken unless you cancel it before then: otherwise the app asks you to take out a membership before you next go online. Until you have one, you keep your account, your jobs and your payouts, but you cannot go online or quote, and quotes still waiting for an answer when the free membership ends are withdrawn. At least 14 days before it ends, and again at least 3 days before, we tell you in the app and by email the date, the membership price, the fee you pay, and what, if anything, will be charged then and how to cancel it. If you would rather not carry on, you need do nothing, unless a membership you pay for renews then, which you cancel where you pay for it; you can end this agreement at any time under section 14. Questions: support@recovru.com.

Why we offer it, and what it does not change. The offer exists to bring operators on to Recovru in its first months, so that customers can get help wherever they are. It means founding operators have 3 months of free membership and a fee that never rises above 15%, as this section sets out, and that is the only way we treat them differently as founding operators. Being a founding operator makes no difference to how requests reach you or how quotes are ranked (section 7), to the information about your jobs you can see, or to the help you get from us, and nobody can pay for a founding place.

6.2 Working as part of an operator company.

If you work under a recovery or roadside company's plan, you may be asked to work as the company. On those jobs the company, not you, is the supplier: its legal name, address, company number and VAT position are on the customer's invoice (section 9.1), our fee invoice and payout statement are addressed to it, the payout goes to its Stripe account, and the platform fee in section 9 applies to your quotes, whatever founding rate you hold for your own work (section 6.1). The company's insurance and documents are the ones we check for those jobs. The company sees what the Operator Privacy Notice, section 8, describes, and never your location or route, your messages or calls, or the jobs you do as yourself. You choose when to work as the company and when to work as yourself, and you can switch when you have no open job or quote. If the company's plan ends, you cannot work as the company (section 6). Whether you are the company's employee, worker or contractor is between you and the company, not us.

6.3 Referring other operators.

From the date we tell you the scheme starts, you can refer other operators to Recovru with your own code or link, which you will find under Account, Refer an operator in the Recovru web app once it opens.

Share your code only with people who know you and would expect to hear from you about it. Do not send it in bulk, to lists, or to anyone who has asked not to be contacted.

What counts. A referral counts when all of these are true: the operator is new to Recovru, with no operator account in the last 12 months, and is a different business from you, not the same person, company, VAT number, bank account or address; they used your link, or entered your code in the app before paying for their first membership, and a code cannot be added or changed after that payment (if they follow your link, we show them whose code it is and add it only if they confirm); they passed our checks (section 5.3) and we cleared them to work; they bought the 12-month membership and paid for it through us on the web, not a monthly, 3 month or 6 month membership, a free founding place or a trial; and 30 days have passed since that payment with no refund and no chargeback.

What you get, and what they get. For each referral that counts, we add one month to the end of your membership: your next payment, or your next renewal, moves back a month, and nothing is charged for that month. You can receive up to 12 months in any 12 months. A referral beyond that still counts, and its month is added when it no longer takes you over 12 in 12 months. The operator you referred gets a 13th month free, added to their first renewal date. If your membership renews through the App Store or Google Play, Apple and Google set its renewal dates, so your month waits until your membership is billed through us on the web.

If a payment is reversed. If the referred operator's payment is refunded or charged back before your month is added, the referral does not count. If it is refunded or charged back after your month was added, the month comes off your next renewal; if there is not enough free time left on your membership to take it from, the next month you earn makes up for it instead.

Checks. A person at Recovru may hold a referral for review where the two accounts appear to be the same business, for example the same company number, VAT number, address, identity or bank account, and decides whether it counts. Referring yourself, a business you own or run, or a business at your address does not count.

Months have no cash value, cannot be exchanged for money and cannot be passed to anyone else. Months waiting to be added are lost if we end this agreement because you broke these terms (sections 14 and 15). A free month may count as income of your business, and if you are VAT registered, VAT may be due on it: ask your accountant. We may change or end the scheme with at least 15 days' notice, as section 1 describes, and referrals that already count keep their months.

7. How requests reach you, and how quotes are ranked.

The law requires us to explain how we decide which operators are sent which requests, and how quotes are ranked, and we would tell you anyway.

How requests reach you. When a customer requests help, we send the request to qualifying operators within 5 miles and 15 minutes' drive of them first. If nobody has quoted within 45 seconds, we widen to 10 miles and 25 minutes, then 15 miles and 35 minutes, then 20 miles and 45 minutes, then 25 miles and 45 minutes, each 45 seconds after the last, and we stop widening once a quote is in, starting again if every quote lapses or is declined. Within each ring the request goes to every operator who qualifies, not only the nearest. Driving time is worked out by a routing service from your last position, or estimated from the straight-line distance if that service cannot be reached. You qualify if: you are online, with a position from the last 15 minutes; your driving time to the customer is within that ring's limit, and never more than 45 minutes; your vehicle and your verified capabilities suit the job; your verification, right to work check, insurance and membership are current; you are not suspended; you are not already on a job; and, for a booking billed to an organisation that has set requirements (for example vetting of drivers, PAS 43, a higher level of cover or an approved list), you meet every one of them. If you do not, you are not sent that booking and it never counts against you. A customer's plan (Free, Plus, Family or a plan provided by their organisation) makes no difference to how their request reaches you or how quotes are ranked. On a booking by an organisation on a Recovru commercial plan you give the discount in section 9.2, and our fee is the organisation booking rate in section 9.2.

Hidden ratings. A rating counts unless a member of our staff hides it. We hide a rating only where it is not about the job, is abusive or discriminatory, was left by someone who was not the customer, or duplicates another. We record who hid it and why, a hidden rating stops counting, and you can ask us to look at one at support@recovru.com.

What never affects your ranking. Declining a request, letting a request pass without quoting, a quote the customer does not choose, going offline, and working for anyone else. None of these affects your ranking or the requests you receive. The customer whose job you take does see the share of the requests sent to you that you accepted (section 13).

What our staff review. A person on our staff reviews cancellations after a customer has accepted your quote, arriving after your arrival band without a recorded reason, not turning up, customer complaints, disputes decided against you, and your conduct. Apart from the ranking factors above, nothing about your performance changes your position or your access automatically. After looking at the facts and hearing from you, the reviewer may take no action, give you a warning, reduce your ranking, suspend you, or remove you from Recovru. Any action other than no action comes with a written statement of reasons under section 15, including, for a reduced ranking, how long it lasts or when it will be looked at again, and you can challenge it under section 16.

8. What you agree to do.

8.1 The attendance and assessment fee, and what customers tell you.

If anything in the second list is true, the fee does not apply, even if something in the first list is true as well. Nobody is penalised for not being a mechanic. The test is whether the information given was materially inaccurate, left out something important, or was misleading. It is never whether the fault was named correctly. You also may not take it if you did not assess the vehicle with reasonable care and skill, if the customer accepts your revised price or your recovery offer and the job carries on, or as well as a cancellation fee for the same visit. If the customer was not there because they left the vehicle for their safety, or because of a disability, our staff will waive it.

8.2 When the job turns out to be different.

If the customer is in danger or the vehicle is an immediate risk, help them to safety first and use the app to point them to the fastest safe option. Safety never removes the need for the customer's approval in the app before any extra charge.

8.3 The insurance, licences and documents we require.

We ask for evidence of the legal requirements that apply to the work you actually do, for public liability insurance as set out below, and for requirements in a named organisation's agreement where you choose to work for it. Selecting a service or expressing interest in public sector work never approves you for it. Our staff check your evidence and decide each service separately. We check each document once: a document we have accepted counts for every service that needs it. Once our staff have approved one of your services, any other service you have asked for is approved automatically as soon as everything it needs is in place and accepted, and our staff can review, suspend or withdraw that approval as for any other. You can add another service in the app and provide its evidence without losing the services already approved. Our review is not insurance or legal advice: you remain responsible for lawful work and adequate cover.

For work that involves driving, you need a valid driving licence with the correct categories, motor insurance that permits your actual use of the vehicle and the work, and a current MOT or annual test where the vehicle needs one. If you employ people, employers' liability insurance must meet the statutory minimum, normally £5 million, unless a legal exemption applies. Identity, your business details, the right to work process in section 5.1 and an eligible Stripe payout account are separate onboarding checks.

Public liability insurance is not a statutory requirement, but we ask every operator for it as our own condition of working through Recovru: cover of at least £1 million for each claim for roadside work, tyres, glazing, recovery and locksmith work, and at least £5 million for heavy and prestige work. One policy can serve every service you do, as long as its limit meets the highest of these.

You must be competent to carry out the work safely, including high-voltage or driver assistance systems where relevant. Apart from public liability, which we ask for as set out above, we do not describe a particular commercial course, glazing standard, professional indemnity, goods in transit, on-hook, storage or CMR policy, PAS 43, trade association membership, a basic DBS certificate or a D4 medical upload as a universal statutory requirement. A named organisation can require some of these under its agreement; the app and our staff identify that organisation and requirement separately. We do not ask you to upload a medical report to prove a driving category already shown on your licence.

For police fleets, police-instructed seized or removed vehicles, ambulance fleets and council work, the relevant organisation must approve the supplier and scope before its requests are sent. Its own contract may require specific vetting, insurance, competence, equipment, premises or handling arrangements. Those requirements apply to that organisation's jobs, not automatically to all Recovru work. An owner's instruction to collect a seized vehicle from a pound is different from an instruction from the police to remove it. Ambulance fleet recovery is not patient transport. Council fleet assistance is not authority to dispose of an abandoned vehicle.

Our proof of entitlement protocol for locksmith work is a safety and authority check, not a statutory trade certificate: confirm the customer is entitled to the vehicle before opening it. If you cannot confirm that, stop, and record in the app that you cannot complete the job, with the reason "I could not confirm they are entitled to the vehicle". A job you stop for that reason never counts against your completion record (section 7). Section 8.1 decides whether an attendance and assessment fee can be taken. Any separate agreement you sign is recorded with its version and sits alongside these terms; a written variation changes these terms for your account only.

Tell us within 5 working days if evidence we rely on lapses, is cancelled or changes. Never quote for work you are not legally entitled, equipped or competent to perform. If a statutory document, declaration or service approval is missing, expired, declined or withdrawn, the app explains what holds the service and how to ask a person to review it. A named organisation's extra requirements continue to apply to its jobs.

9. Money.

The price you quote is the total the customer pays for the job, including any VAT of your own. It is not what you receive. We keep our platform fee of 15% of your quote, and the fee includes the VAT we owe on it (at the standard rate, one sixth of the fee is VAT), and pay you the rest. If you are VAT registered, the VAT inside your quote comes to you with the rest, for you to account for to HMRC.

When you are paid. The customer's payment is held on their card when they accept your quote. When you have finished, mark the job complete in the app. Your payout is released to your Stripe account when the customer confirms the job or gives you their completion code and you enter it, or 30 minutes after you marked it complete if the customer neither confirms nor reports a problem. If the customer reports a problem with the work or the charge, or you record that the job cannot be completed, the money stays held and is not paid to anyone while our staff look into it: we tell you what has been said and give you the chance to respond before we decide. A card hold cannot be kept for ever: if our staff have not decided 12 hours before the customer's hold ends, the hold is released and the customer is not charged. That delay is ours, not yours, so our staff still decide, and unless they decide that the customer should not have paid for the work, or should have paid less, we pay you what you would have received, or the part the decision allows, from our own money, as section 8.1 does for an attendance and assessment fee. Once your payout is released, Stripe pays your bank on the schedule that applies to your Stripe account, which you can see in your Stripe dashboard. If your Stripe account cannot receive a payout when a job is settled, for example because Stripe still needs information from you, we keep your money for you and send it as soon as your account can receive it. We do not hold your money back beyond that.

Cancellation charges. If a customer cancels after you set off, the whole fee charged to them is yours: it is your cancellation charge, worked out on the standard cancellation rates every operator on Recovru uses, which you adopt as your own terms of business, published at recovru.com/rates. We work each charge out and collect it for you, as your agent, and we take no fee on it. The charge is the fuel for the miles you actually drove towards the customer, not the drive back, wear on your vehicle over those miles at the published per-mile rate, and your time from when you set off to when you were told of the cancellation, at the published hourly rate, capped at two hours. If the customer cancels after you have arrived and before the work is done, they pay the same, with up to 30 minutes of your time on scene included, and not the whole price. Nothing is charged to the customer within two minutes of them accepting your quote, if you had not set off, or once the arrival band on your quote had ended without you reaching them, which is when you enter the arrival code. The charge does not include anything for work you turned down or an administration fee, because our Cancellation & Refunds Policy tells the customer they are not charged for either.

Refunds and chargebacks. You carry the refunds and chargebacks for your work, as this paragraph sets out and within what the law allows. If a customer is refunded because the work was not done, or not done with reasonable care and skill, or a charge should not have been taken, we refund them for you, with a credit note in your name (section 9.1), and the part of the refund that was paid to you is reversed. Our fee falls with it: we give back our fee, with the VAT inside it, for the part refunded, with a credit note for our fee, so our fee is only ever on what the customer finally paid for your work. If a customer's bank reverses a payment (a chargeback), and our staff decide, after you have seen the evidence and answered, that the reason is something you are responsible for, the part of it that was paid to you is reversed too. The dispute fee our payment provider charges us is ours. A chargeback caused by fraud on the payment, or by anything else that is our fault, is also ours to carry. Before we reverse anything we tell you why, show you the evidence and let you respond, and a refund or chargeback that is our own fault never comes out of your share.

Late payment: if we pay you late through our own fault, statutory interest applies.

Deductions: we only deduct our fee, which includes the VAT on it, an amount reversed under the paragraph on refunds and chargebacks, and any amount you have agreed or that a decision under section 16 requires. We will always tell you before deducting anything else.

9.1 Invoices in your name, and the documents we send you.

You authorise us to issue to each customer, in your name and on your behalf, the invoice and receipt for each job, the invoice for any cancellation charge or attendance and assessment fee, and a credit note for any refund. Each shows your legal name, your trading name if you use one, your business address, your company number and registered office if you are a company, and your VAT number and the VAT only if you are VAT registered. Each says: "Issued by Recovru (Dapper Trading Ltd) as agent for [your legal name]". Where you are VAT registered it is a VAT invoice for your supply, and a full VAT invoice addressed to the organisation where the customer is an organisation. We number them in a series we keep for you, and we keep copies for 6 years.

You agree not to issue your own invoice to the customer for the same job. You remain responsible for the VAT shown on the documents we issue for you and for accounting for it to HMRC. We issue them from the details you give us, so tell us within 5 working days if your legal name, your address, your company details or your VAT registration change, stop or transfer. If you are not VAT registered, you confirm that in the app, and again whenever we ask, and we issue your documents without VAT until you tell us you have registered and your number has been checked. You cannot quote until you have told us one or the other, or while a VAT number you have given us is being checked, because every invoice in your name must say correctly whether VAT is charged.

Our fee is our own supply to you, and it is the only thing Dapper Trading Ltd supplies on a job. For each job with a fee we send you our VAT invoice for our fee, which includes the VAT shown on it, from Dapper Trading Ltd, VAT number 190396586, and a payout statement showing what the customer paid, our fee and the VAT inside it, and what we paid you. The payout statement is not a VAT invoice. Once a month we also send you a statement of the month's jobs, documents and payouts, and if you are VAT registered, each quarter a summary of the VAT you charged and the VAT you can reclaim on our fees.

Who accounts for the VAT on each job. For every job, and every charge on it, we decide who accounts for the VAT and write the decision down. If you are VAT registered and your VAT number has been checked, you account to HMRC for the VAT on your price, and the invoice in your name is a VAT invoice. If you are not VAT registered, or your number has not been checked, no VAT is charged on your price and the document says so. We account for the VAT in our fee, and you can reclaim it with our VAT invoice if you are VAT registered, unless you use the Flat Rate Scheme, under which you cannot reclaim VAT on a purchase like our fee. If your VAT status changes between your quote and the end of the job, the customer pays the price they agreed, and the documents follow your status at the tax point under the VAT rules, which is normally when the work is completed, or earlier if the customer has already paid or been invoiced. We tell our staff when that happens, and we ask you to tell us as soon as your registration starts or ends. If you become VAT registered after you quote and before that tax point, the VAT is part of the price the customer agreed, not added to it: the document shows the VAT inside that price and you account for it. If you stop being VAT registered, the customer still pays the total they were shown.

How we check a VAT number. When you give us a VAT number we check it automatically with HMRC, through our payment provider Stripe. The number counts only when HMRC holds it and the name and postcode HMRC holds match your legal name or trading name. A number HMRC does not hold, or one that belongs to another business, is rejected, and we tell you which business it belongs to. If HMRC cannot answer we try again, and you cannot quote until it does. We check again every month. If a monthly check cannot confirm your number, we stop treating it as checked: you cannot send new quotes until you update it or tell us in the app that you are not VAT registered. Our staff can override a rejected check only with a written reason.

How the documents are sent. We email each invoice, receipt and credit note to the customer from billing@recovru.com, and the email that confirms a booking tells the customer the amount held. We email you our own VAT invoice and each payout statement from the same address, and every document in your name is in the app.

We act in your name, never in our own. Every booking, every payment we collect and every document for a job is in your name, and nothing in these terms or in how we work makes us the supplier of your work, for VAT or for any other purpose. We never issue an invoice, receipt or credit note for your work in our own name.

If HMRC requires a different form of agreement for documents we issue in your name, we will ask you to accept it, and will not issue documents in your name until you have.

9.2 Organisation bookings.

Some bookings are made by an organisation on a Recovru commercial plan, such as a company, a council or a police force. When you quote for one, you agree to give that organisation 5% off your quote, on every booking, unless the request shows a different rate we have agreed in writing, and never more than our fee. Our fee on an organisation booking is its own rate, our organisation booking rate: the percentage in section 9 less the organisation's discount rate, and it includes the VAT on it, as section 9 says. What you receive is therefore the same as on any other booking at the same quote, whether or not you are VAT registered.

Worked example, on a £200.00 quote with the standard 5% discount: the organisation pays £190.00. Our fee is £20.00, which includes £3.33 VAT. You receive £170.00. If you are VAT registered, £31.67 of the £190.00 is your VAT, where on any other booking £33.33 of the £200.00 would be.

The request says it is an organisation booking, and before you send your quote the quote screen shows what the organisation pays, our fee and what you receive. You do not have to quote for organisation bookings, and not quoting never counts against you. A quote a customer has already accepted keeps the figures it was accepted at.

The discount is yours to the organisation. Your invoice to it shows your price, the discount and the price after it, and if you charge VAT, the VAT is inside the price after the discount. The attendance and assessment fee on an organisation booking is worked out on your quote and then carries the same discount. A cancellation charge carries no discount.

9.3 Organisation requirements and police bookings.

An organisation can ask for more than our own checks. We record each requirement from its agreement, check the documents you give us against it, and send its bookings only to operators who meet all of them. You do not have to quote.

A police force can book breakdown help and recovery for its own vehicles. Those bookings carry the force's handling notes, which you see before you quote: equipment stays in the vehicle and is not touched, keys go only to the officer or the site named, and any other note the force gives. Take the vehicle only to the place the booking names, record the handover there, and do not tell anyone outside the force that the vehicle is a police vehicle or give out its registration. We do not arrange seizure or statutory removal of vehicles for a force.

10. The customer's vehicle while it is with you.

While you are working on a customer's vehicle, and from the moment you load it until you release it, it is in your care and you are responsible for it, including its contents. Your insurance must cover this. The before-and-after photographs are how both of us establish what condition it was in. If a vehicle is damaged while with you, tell us and the customer immediately. We pass the customer's claim, with the records, to you and your insurer. The claim is against you and your insurance, not us.

11. What we are responsible for, and the limits.

We will operate the platform with reasonable skill and care, pay you what you are owed when we say we will, show you everything a customer sent before you quote, and deal with you fairly.

We are not responsible for the work itself, for anything a customer tells you or fails to tell you, for a customer who is not there when you arrive, or for the conduct of a customer. We do not promise that you will receive any number of requests or any amount of work, or that the app will always be available without interruption, although we will take reasonable care to keep it running and to put right anything that goes wrong.

What we never limit. Nothing in these terms excludes or limits either of our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be excluded or limited, and nothing limits our duty to pay you the money we have collected for you, less what section 9 allows us to keep.

The limits. Apart from that, we are not responsible for loss of profit, revenue, business, contracts, goodwill or opportunity, or for any indirect or consequential loss, and our total liability to you in any 12-month period for everything arising under or in connection with these terms is limited to the total of our fees and membership payments from you in the 12 months before the event giving rise to the claim, or £1,000 if that is more. We think these limits are reasonable for a marketplace that does not do the work and does not control how it is done, and you should tell us before you agree if you think otherwise.

12. What you are responsible to us for.

You will cover our losses, including reasonable legal costs, to the extent they arise from: your breach of these terms; your negligence or that of anyone you send; damage you or they cause to a customer's vehicle or property; a claim by a customer or anyone else about the work you did; your failure to hold the insurance, licences or documents in section 8.3; or your failure to meet section 5.1, including any civil penalty imposed on us because of it, so far as the law allows us to recover it. You are not responsible for any part of a loss that we caused ourselves. We will tell you promptly about any claim, will not settle it without asking you first, and will let you take over defending it if you want to.

13. Your information, customers' information, and the data about your work.

How we handle information about you, including where you are while you are online and the performance information described in section 7, is set out in the Operator Privacy Notice. Read it: it is specific about location and performance, because those are the things operators most often ask about.

You are responsible for information about customers that you see. Every operator who is sent a request sees the customer's vehicle, number plate, photographs, description and locations before quoting. Use that only to decide whether and what to quote. If the customer does not accept your quote, do not keep it. If they do, use their information only to do the job and meet your own legal duties, such as keeping business records. Do not keep it longer than those need, do not contact customers afterwards for your own business, and tell us within 24 hours if you lose control of it, for example by losing a phone.

The data about your work. You can see in the app your quotes, jobs, payouts, statements, ratings and performance figures. The export in the app (Account, Privacy) includes your profile, jobs, offers, payments, messages, the number of ratings you have received at each star level and what you have accepted. It also includes your quotes, the documents we issued in your name, your performance figures, the people you blocked and the reports you made. Ask us at privacy@recovru.com for anything the export does not include and we will send it within one month. Customers see what section 7 and the Operator Privacy Notice describe. The customer whose job you take also sees how many jobs you have completed, the compliments you have been given and the share of the requests sent to you that you accepted rather than declined or let pass. We do not give your individual data to other operators, or to anyone else except as the Operator Privacy Notice describes.

What data you can reach. Through the app you can reach the information you gave us and your own records, and for each job you quote or take, the customer information described above. You cannot reach other operators' data or any customer's details beyond a job you are quoting or have taken. We use the data from all jobs, in aggregate and without naming anyone, to run and improve Recovru and to work out the guide price on the quote screen. The guide is the middle range of the prices customers accepted in the last 180 days for the same kind of problem, the same vehicle type and the same time of day (in hours or out of hours), and it is shown only when at least 10 accepted quotes from at least 3 operators exist. It is a guide: you set your own price.

Your name, logo and photographs. When you give us your business name, trading name, logo, photographs and other content for your profile or a job, you keep your rights in them. You give us a non-exclusive licence, for as long as you work through Recovru and afterwards for the time the law requires us to keep our records, to show them to customers in the app, the web app, quotes, confirmations and the documents we issue in your name, and to describe you as an operator on Recovru. We do not use your name or logo to advertise anything else without asking you. Ratings are customers' opinions, not your content. The software, rate tables and brand of Recovru remain ours.

Where your services appear. We show your quotes only to people who ask for help through the Recovru app or, once it opens, the web app at app.recovru.com, including members booking for an organisation on a Recovru commercial plan (sections 9.2 and 9.3). We do not list or advertise your services on any other website, comparison service, marketplace or affiliate programme. If we start to, we will tell you under section 1 before it applies.

Live trip sharing. While you are on your way to a customer, they can share a link to the trip with people they choose. It shows your first name, your vehicle and where you are and when you should arrive, never your full name, your business details or anything about money, and it stops working soon after the job ends. Members of a customer's Family plan see the same about a rescue of a vehicle shared with them. The Operator Privacy Notice, section 8, has the detail.

Confidentiality. Keep confidential anything we tell you that is marked confidential or is obviously confidential, and we will do the same for your business information.

14. Ending this agreement.

You may stop at any time, with no notice and no penalty. Cancel your membership and go offline, and tell us if you want your account closed. We will pay you everything you have earned and that we hold for you, less only what section 9 allows us to keep or reverse. If you end it because of a change we told you about, before the change applies to you, we also refund the unused part of your membership (sections 1, 1.1 and 6).

We may end this agreement by giving you at least 30 days' written notice, with the written reasons in section 15. We end it without that notice only where the law or a regulator requires us to end it in a way that does not allow the notice, where a reason the law treats as imperative requires it, such as an immediate risk to a customer's or anyone else's safety, or where you have repeatedly breached these terms, and even then we give you the written reasons in section 15 straight away. In any other case, including a single serious breach, dishonesty, or your insurance, a licence or your right to work lapsing, we may restrict or suspend you at once under section 15, but we end this agreement only after the 30 days' notice.

After our agreement ends. While you can still sign in, you can read and download the invoices, receipts and credit notes we issued in your name, our VAT invoices to you, your payout statements and your data export. If we have closed your access, or you have deleted your account, ask us by email at support@recovru.com or by post to our registered office, and we will send you copies for as long as we keep them (section 9.1). Download them during any notice period and before you delete your account: you need copies of the invoices issued in your name for your own tax records.

When it ends, sections 1.1 and 6 (refunds), 3 (for jobs already booked), 5.1 (the evidence you keep and your co-operation with us and the Home Office), 9, 9.1, 9.2, 9.3, 10, 11, 12, 13, 14A.3, 16 and 17 keep applying to anything that happened before it ended, and section 5.1 for as long as the evidence must be kept.

14A. Messages, photos and calls.

14A.1 You can message, send photos and videos to, and call the customer on a job through Recovru. Before a customer accepts a quote, you can also message them about yours. Keep every message, photo, video and call about the job in Recovru.

14A.2 Do not send anything abusive, threatening, hateful, sexual or misleading, and do not ask the customer to pay outside Recovru (section 8). Recovru replaces some offensive words with **** before a message is delivered.

14A.3 To report a message, photo or video, press and hold it and choose Report. To report anything else about a job, use Report a problem. Each report opens a case that Recovru staff review, and you can follow it in Help, under Track my reports. We may remove the message, and we keep a copy of a reported message, who sent it and when, so we can review it and deal with any complaint.

14A.4 You can block the customer from the conversation, from the call screen after a call, or from their card. Once one of you blocks the other, neither of you can message or call the other, and Recovru will not match you on a job again. If a customer blocks you, or you block them, you will not be offered their jobs again, any offer or quote you have open on their jobs is withdrawn, and a withdrawal for this reason is not counted against you. A job already under way carries on, and you can still reach Recovru support about it. You can unblock someone from the same conversation.

14A.5 If you break this section we may restrict, suspend or remove you under section 15, and we may pass information to the police where the law requires or allows it.

15. If we restrict, suspend or remove you.

We will always tell you why, in writing, and you can always challenge it. Before or at the moment we restrict your access, which includes reducing your ranking, or suspend it, we will give you a written statement of the reasons. Before we remove you permanently, we will give you that statement at least 30 days beforehand, unless one of the cases in section 14 applies: the law or a regulator requires us to remove you sooner, a reason the law treats as imperative, such as an immediate risk to someone's safety, requires it, or you have repeatedly breached these terms. We will tell you which.

The statement will set out the specific facts and circumstances, and the specific ground in these terms we are relying on. It will not be a generic reference to a rule, unless the law or the police stop us from saying more.

You may challenge it through the complaints process in section 16. We will look at it again, and if we were wrong we will restore your access or your ranking and say so.

Our systems do stop sending you requests, or stop you quoting, automatically, and tell you why, in these cases only: a document we rely on has expired or been withdrawn; a document a service needs is missing or was declined, or shows cover below a statutory minimum or the relevant organisation's required limit or cover that has not started yet; a declaration or an approval that a service needs is not in place; your permission to work has reached its end date; a registered provider has changed the result of your right to work check after we approved it, until a person has read the new result (section 5.1); our screening has found a possible match for your name on a sanctions or politically exposed person list, until a person has reviewed it (section 5.3); once the face check in section 5.2 is on, you have not taken a check you were asked for when you signed in, came back to the app or went online, until you take it, or you did not take one asked for between jobs within 15 minutes and are not on a job, which takes you offline; your membership, or the company plan that provides it, has ended or is unpaid after its grace period; or, for quoting only, your VAT position is missing, or your VAT number has not been confirmed or has failed our monthly re-check (section 9.1). Each ends as soon as the document, declaration, approval, check, result, membership or VAT position is put right, or a person has cleared the screening match, and you can ask a person to review any of them at support@recovru.com, who will put it right if it was wrong. No other decision to restrict, suspend or remove you is made automatically by software: a person decides, and a person reviews any challenge.

If we suspend you and it turns out we were wrong, we refund the membership you paid for the suspended period and reinstate you without penalty.

16. Complaints, and what happens if we cannot agree.

17. General.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part of these terms is found to be unenforceable, the rest continues to apply. You may not transfer this agreement. We may transfer it to a company that takes over our business, and we will tell you if we do. Nothing in these terms creates a partnership or a joint venture between us, or makes you our employee or worker. These terms, and the documents and agreements in sections 1 and 8.3, are the whole agreement between us about working through Recovru, but that does not limit liability for anything either of us said fraudulently. Notices to you go to the email address on your account or appear in the app; notices to us go to support@recovru.com. Nothing in these terms is intended to give anyone else a right to enforce them.

Changes in earlier versions.