Terms of Use.

1. Who we are, and who you are contracting with.

Recovru is a trading name of Dapper Trading Ltd (company number 08800299), registered office Oak House, Reeds Crescent, Watford WD24 4QP. Contact us at support@recovru.com, or through live chat with our staff in the app.

This is important and we say it before you book, not after. Recovru is a marketplace, and every operator on it is an independent business trading in its own right. When you accept a quote, your contract for the work is with the operator who sent it. Recovru is not a party to that contract and does not carry out the work. We act as the operator's agent: we arrange the booking in their name, at the price they quoted, collect your payment, and handle complaints and refunds for them. Before you accept, each quote shows the operator's business name, their photograph or logo, that they are verified, their rating and what they are equipped to do, and the app shows their legal name, their trading name, their business address, their business email if they have one, their company number if they are a company, and their VAT number if they charge VAT. The same details are on your confirmation and on your invoice.

Paying us counts as paying your operator. When your payment reaches us, your debt to your operator for that amount is settled, whether or not we have yet passed it on.

Your invoice and receipt are your operator's. We issue them for your operator, as their agent, and they say: "Issued by Recovru (Dapper Trading Ltd) as agent for [your operator's legal name]". They show your operator's legal name, their trading name if they use one, their business address, their company number if they are a company, and their VAT number and the VAT only if they are VAT registered. If we refund you after your invoice has been issued, you get a credit note in the same form. If a hold on your card is released before anything has been taken, there is nothing to invoice or to credit. If we refund you for a mistake of our own, the refund is ours: it does not come with a credit note from your operator.

This decides who is responsible for what. Your operator is responsible for the work itself. We are responsible for our own service: the platform, showing you every quote honestly and in full, handling the payment properly, the checks we say we carry out on operators, and dealing with it fairly when something goes wrong. We do not hide behind the operator: see clauses 11 and 13.

2. Who can use Recovru.

You must be 18 or over. You must be asking for help with a vehicle you own or are allowed to have repaired or moved. You must tell us the truth about what has happened, as far as you know it: clause 5.2 explains what that means, and why it does not mean knowing what the fault is. These terms are for consumers. If you use Recovru for a business, clause 13.5 also applies to you.

3. Before you accept a quote, we tell you all of this.

Which of these terms are your contract with your operator. Clauses 3, 4, 5, 5.2 to 6, 8 and 10 to 12, and the Cancellation & Refunds Policy, are the terms of your contract with your operator. We agree them with you for your operator, as their agent, so your operator is a party to them. Clauses 1, 2, 5.1 (how quotes reach you), 7, 7A, 9 (if nobody quotes) and 13 to 16 are between you and us.

4. Requesting help, and when the contract starts.

You tell us where you are, which vehicle it is, and what has happened in a short description, which is always required. Unless you choose to skip the questions and go straight to recovery, you also answer a few questions about it, and you can add photographs or a short video. By agreeing to these terms you confirm that what you tell us in a request is accurate to the best of your knowledge. You are not expected to be a mechanic, and you never pay more for not knowing what the fault is; clause 5.3 explains the one case where it matters. You confirm the cancellation terms on the screen where you send the request. Sending a request costs nothing and does not commit you to anything.

If you tell us the vehicle has crashed or hit anything, such as another vehicle, a kerb or an object, your request is for recovery. An accident is always recovery: we do not offer a roadside repair after an accident, because damage you cannot see may make the vehicle unsafe to drive. If you are not sure what is wrong, you can go straight to recovery, and it is often the quickest way to get moving.

Your contract with your operator starts when you accept their quote. We tell you straight away, and we send you a written confirmation by email, for your operator, naming them as the supplier, which you can keep. The email says how much is held on your card, which is not a charge. When the job is done we email your operator's invoice for it, and a credit note if you are refunded after that, from billing@recovru.com. Each is also in your receipts in the app. Until you accept, you can go back and change anything, or stop. Your agreement with us, these terms, starts when you create your account.

5. The price, and how you get one.

We do not set the price. Each operator sets their own. When you request help, we send your request to verified operators near you, and each of them can send you one price for the whole job as you described it, including their attendance and assessment fee, any towing, any parts and fitting, and VAT where the operator charges it. There is no haggling and there are no counter-offers: an operator names one price, and you take it or you do not.

The price you accept is the price you pay for the job you described. It will not go up unless the job turns out to be different and you approve a new price in the app (clause 5.4). There is no card fee, no booking fee and no charge for paying in any particular way.

You are never obliged to accept a quote. If none of them suits you, decline them all and you pay nothing at all.

5.1 How quotes reach you.

Your request goes first to verified operators within 5 miles and 15 minutes' drive of you. If none of them has quoted within 45 seconds, it goes to operators within 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. It stops widening once a quote arrives, and starts again if every quote lapses or is declined. It only goes to operators who are verified and insured for the work, and never to anyone whose driving time to you is more than 45 minutes. Any number of operators may quote, and each has 180 seconds to do so after your request reaches them.

You see up to five quotes at a time, as they arrive. Each one is held for you for 5 minutes from when it appears. If you decline a quote, or it lapses, the next one waiting takes its place, in the order they arrived.

The quotes you see are not simply sorted by price. We order them using the operator's arrival time, their price, their rating, their record of completing jobs, their distance from you, and whether they are verified for the work. Arrival time counts most. You can choose any of them. Nobody can pay to be shown higher. A "Well rated" label means the operator has an average of 4.7 stars or more across at least 5 ratings from real customers. Ratings come only from customers who booked that operator through Recovru, and we do not pay for, write or edit them. Our staff may hide a rating that is not about the job, is abusive or discriminatory, was left by someone who was not the customer, or repeats another; a hidden rating does not count towards an operator's average or the "Well rated" label.

If nobody quotes, we tell you plainly and you are not charged anything (clause 9).

5.2 What you tell us, and why you are not expected to be a mechanic.

A short description of what has happened is always required. Operators price from what you tell them and what they can see in your photographs, so the more accurately you describe what you can see, the more accurate the quotes will be.

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. Before your request goes out you confirm that the information is accurate to the best of your knowledge. That confirmation is about honesty, not expertise.

If your answers point to a risk, for example a tyre that has blown and is still being driven on, a tyre or wheel that is hot or smoking, or damage after an impact, the app will suggest recovery before you send your request. That suggestion is worked out from your own answers by fixed rules. It is not made by AI and it is not a decision about you: it only suggests, you decide what to request, and nothing is refused or charged because of it.

5.3 The attendance and assessment fee.

Every quote includes an attendance and assessment fee. It is your operator's charge, on the standard basis every operator on Recovru uses, and it pays for your operator coming to you and assessing the vehicle. It is half the price you accept, VAT included, and never more than £100, or £200 where the vehicle is a lorry, bus or coach. It is shown on the quote as a figure, as part of the total and not on top of it, before you accept. For example: "Your quote is £180. This includes a £90 attendance and assessment fee."

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. The fee also does not apply if your operator did not assess the vehicle with reasonable care and skill.

You do not pay it if you accept a revised price or a recovery offer from the same operator and the job carries on. You are never charged it together with a cancellation charge for the same visit. If nobody is there when your operator arrives, clause 10 explains how this clause applies.

5.4 If the job turns out to be different.

An operator who also does recovery may offer you a recovery quote on the spot, for an extra fee that they must show you before you agree to it. You can accept it or decline it. If you accept it, the job carries on as a recovery and no attendance and assessment fee is taken. If you decline it, that operator leaves, and you can request recovery from others.

If you are in danger, or your vehicle is causing an immediate risk, the app will say so and point you to the fastest safe option. Even then, nothing extra is charged without your approval in the app.

5.5 When you pay.

We take nothing when you send a request. When you accept a quote, the price is authorised on your card and held. A hold is not a charge: it reserves the money, so your operator knows they will be paid. By adding a card, you agree that we may use it on your operator's behalf. You confirm the hold yourself in the app's payment sheet when you accept a quote (and again for a higher price you approve under clause 5.4). After that, you agree that we may take from the hold, even when you are not in the app, only what these terms and the Cancellation & Refunds Policy set out, which is the price, a cancellation charge, or the attendance and assessment fee. We never take more than the hold without your approval in the app.

If you think the work was not done or not done properly, please send a report in the app within those 30 minutes, and before you read out your code, so the money is still held. You can still tell us after that, and your rights under clause 11 are the same.

If the job ends another way, the Cancellation & Refunds Policy (if you or your operator cancel) or clause 5.3 (if the job cannot go ahead as you described it) decides what, if anything, you pay, and the rest of the hold is released. Your card payment is processed by Stripe.

6. Your right to cancel.

Because you book through an app rather than face to face, the law gives you 14 days to change your mind about many contracts, but not all of them. Whether you have that right depends on the job, and the screen where you confirm your request tells you which applies before you commit. Whatever the law says, you can always cancel under our Cancellation & Refunds Policy, and you pay only what that policy sets out for what your operator had actually done, never more than the price you agreed.

6.1 Your right to cancel: a roadside repair.

A roadside repair, such as a flat battery, a tyre, a lockout, broken glass or a vehicle that will not start, is a visit you have asked for so that an urgent repair can be carried out. The law does not give a 14-day right to cancel that kind of visit. You can still cancel at any time under our Cancellation & Refunds Policy, and you only pay for what your operator has actually done. If, on that visit, your operator offers you something beyond the urgent repair you asked for, you do have the 14-day right for that extra part.

6.2 Your right to cancel: a recovery you ask to start straight away.

A recovery may carry the 14-day right. When you ask for a recovery, the screen where you confirm your request asks you to confirm that you want it to start straight away. If you confirm that and then cancel, you pay a cancellation charge worked out as the Cancellation & Refunds Policy sets out, from the costs of what your operator had actually done for you: the fuel and wear for the miles they have driven towards you, and their time since setting off, never more than the price you agreed, and nothing once they are late (clause 6.5). It is shown to you in full before you confirm the cancellation. Once the recovery has been completed it has been fully supplied, so you pay the full price and there is nothing left to cancel.

6.3 Your right to cancel: if you booked for a later time.

If you ask for help at a later time rather than now, nothing starts until an operator sets off to reach you. Cancelling before then costs nothing at all, whatever kind of job it is. After that, the Cancellation & Refunds Policy applies in the same way as for any other job.

6.4 Your right to cancel: how to cancel.

6.5 Your right to cancel: the free window on top of your legal rights.

Separately from the law, cancelling costs nothing for two minutes after you accept a quote, nothing at any time before your operator has set off, and nothing once the arrival band on their quote has ended without them reaching you. That is ours, on top of your legal rights. The tracking screen always shows what cancelling would cost at that moment.

7. Plans: Free, Plus and Family.

You can use Recovru without paying anything monthly: everyone starts on Free. If you want more from the app, you can subscribe to Plus or Family. A plan changes what the app does for you. It never changes the price of a rescue, how your request reaches operators, the order quotes are shown in or what your operator is paid, and nobody needs a plan to get help.

Renewal. Each plan runs for a month and renews automatically every month, at the same price, until you cancel. You are charged in advance, on the day you subscribe and then at the start of each month, by whoever bills you.

Vouchers. A voucher can be used only in the Recovru web app, once it is open to you. It can start Plus or Family free for a number of months, or at a percentage off for a number of months. A free period ends on the date we show you, and nothing is taken at its end unless you add a card and subscribe. A percentage off applies for the months stated, and then the full price applies.

Cancelling. You can cancel at any time, with whoever bills you: in your App Store account settings for a plan bought on an iPhone, at least 24 hours before it renews to avoid the next payment; in Google Play, under Payments and subscriptions, for one bought on Android; or on the Billing page of the web app for one bought there. Your plan carries on to the end of the month you have paid for, then stops. There is no exit fee and no notice period. Deleting your Recovru account cancels a plan we or Google bill, but not one Apple bills: cancel that with Apple, or Apple will keep charging you. The app reminds you before you delete.

If a payment fails. Whoever bills you tries again for about two weeks (16 days for Apple, 14 for Google and for us), and you keep your plan while they do. If it is still unpaid after that, your plan stops until the payment goes through.

When a plan ends. You go back to Free. Nothing is deleted. Vehicles over the Free limit stay saved, though you cannot add another; your documents and reports stay yours to open, download and delete, though you cannot add new ones; checks you have run stay; and reminders carry on for 1 vehicle you choose.

If we change a price, or what a plan includes. We tell you at least 30 days before a change to the price, or a change that is to your disadvantage, takes effect for you. If you do not want it, cancel before then and it will never apply to you. Apple or Google may also ask you to agree to a higher price before it applies to a plan they bill.

What a plan is not. It is not insurance and it is not breakdown cover. It does not pay for a rescue, and it does not change what one costs. Your rights under these terms and the law, every receipt, a full copy of your data, deleting your account and the adjustments in our Accessibility Statement are free on every plan.

If you have our Pro or Platinum plan. These older plans are no longer sold to new subscribers. Your existing rescue discount and billing terms continue until a change has taken effect for your account; displaying Plus or Family features in the app does not itself remove that discount or change your subscription price. We will tell you by email and in the app before changing your plan, explain the date, price and features, and give at least 30 days' notice of a change to your disadvantage. A quote already sent to you keeps the discount and price shown on that quote. You can cancel before the change takes effect. Any refund owed under the law or the change notice will be paid by the party that billed you, using its refund process.

7.1 Plans: you have 14 days to change your mind, separately from your rescues.

This is a different thing from your right to cancel a rescue, which is clause 6, and using one does not affect the other.

A plan bought in the web app. You have 14 days from the day you subscribe to cancel it, for any reason or none. A plan is a service, and when you subscribe you ask us to start it straight away, so if you cancel within the 14 days we refund what you paid less an amount for the days you had the plan, within 14 days of you telling us. Cancel on the web app's Billing page, or tell us in live chat, by email or by post. The law lets some digital content lose this right once it has been supplied, if you agree to that when you ask for it. We do not do that with plans: you keep the full 14 days, whatever you have used. After the 14 days you can still cancel at any time, as clause 7 says, but we do not refund part of a month that has already begun.

A plan bought in the app. Apple or Google sold it to you, so their terms decide cancelling within the first 14 days, and refunds. Ask Apple at reportaproblem.apple.com, or Google through Google Play. We cannot refund a payment Apple or Google took, and our staff cannot change it. If you think something we did means you did not get what you paid for, tell us anyway, and we will put it right, which can include paying you back ourselves.

7A. Plans provided by an organisation.

8. If your operator cancels.

You pay nothing, whatever the reason and whatever stage it happens at, and that includes the attendance and assessment fee. Any hold on your card is released straight away, whether they cancel before or after arriving. If they cancel after arriving, our staff review what happened, because an operator who finds the job cannot be done must record that in the app instead (clause 5.4). We tell you at once. If they cancelled before arriving, your request goes straight back out so that operators near you can quote again; if they cancelled after arriving, you can send your request again. You are under no obligation to accept any quote.

9. If nobody quotes.

We search up to 25 miles around you, and only operators who can reach you within 45 minutes can quote. If nobody quotes, we tell you plainly, no hold is placed, and you are not charged anything. You can send your request again, or ask our staff for help in live chat.

10. If you are not there.

Please stay with your vehicle, or close to it somewhere safe, and keep your phone with you. Our Operator Terms require your operator, if they arrive and cannot find you, to try to reach you by message and by call in the app and to wait at least 15 minutes. If they did not, tell us within the 30 minutes and our staff will check the app's records. If you still do not appear, they may record that the job cannot go ahead because nobody was there to hand over the vehicle. That is the fifth reason in the first list in clause 5.3, and clause 5.3 then decides whether the attendance and assessment fee applies, including your right to tell us within 30 minutes that it should not.

Safety comes first. If you left your vehicle because you were on a motorway or somewhere unsafe, because the police or emergency services moved you, or because of a disability, that is a good reason 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 our staff will waive the fee. If you could not be with your vehicle because of a disability, we will not ask you to prove it, and our Accessibility Statement says how we put things right.

11. If the work is not right.

Your operator must do the work with reasonable care and skill, and within the arrival band and the time they told you. What they told you about the work, including their quote and anything they said it does not cover, is part of your contract with them. If they fall short, you have rights under the Consumer Rights Act 2015: to have the work done again properly at no extra cost, or, if that cannot be done or is not done within a reasonable time and without significant inconvenience to you, to a reduction in the price, which can be a full refund.

You do not have to chase your operator yourself. Tell us in the app, in live chat or at support@recovru.com. To keep the money held, send a report in the app before the payment has been released, by choosing "No, there's a problem" and sending the report that opens, or by reporting A problem with an operator or A charge or a payout (clause 5.5): the money then stays held while our staff look into it. A message in live chat or by email does not by itself keep the money held. A hold on your card cannot be kept for ever. If we have not decided 12 hours before it ends, which can be as little as four days after you accepted the quote, we release it and you are not charged. Either way, we deal with your complaint for your operator, as their agent: we look at the records, the photographs and what both of you say, and we decide, as the facts and the law require, whether your operator must put the work right, reduce the price or refund you, and we arrange it. Nothing in these terms affects your rights against your operator.

12. If your vehicle is damaged.

While your operator is working on your vehicle, and from the moment it is loaded until it is released, it is in their care. Every operator on Recovru must hold the insurance our Operator Terms require for the work they are verified for, as required by law for their actual operation and by any named organisation agreement, before they can quote. Our Operator Terms require them to photograph your vehicle before and after, and the app will not let a job be marked complete without photographs of the finished job.

If your vehicle is damaged, tell us and your operator straight away. The claim is against your operator and their insurance. We will give you their details, the photographs and the job record, and pass your claim to your operator and their insurer.

13. What we are responsible for.

13.1 Our promises. We will operate the platform with reasonable care and skill; show you quotes accurately and in full; hold, take and refund payments correctly; carry out the checks on operators that we describe, which are that every operator has had their identity, their business, their right to work and the insurance and documents our Operator Terms require for the work checked by a member of our staff before they can quote; and deal fairly with you when something goes wrong. If we break these promises, you have rights under the Consumer Rights Act 2015 against us.

13.2 What we never limit. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence or that of our staff or agents, for fraud or fraudulent misrepresentation, for your statutory rights about our own service under the Consumer Rights Act 2015, or for anything else the law does not allow us to exclude or limit. Any term that tried to would not be binding on you.

13.3 What we are not responsible for. We are not the supplier of the work, so we are not responsible for how your operator does it, or for loss caused by their work, unless we caused or contributed to that loss ourselves, for example by not carrying out the checks in clause 13.1. Your operator is responsible to you for the work, and we deal with your complaint about it for them (clause 11). We are not responsible for losses that were not foreseeable to both of us when you made your request. We are not responsible for delays or failures caused by events outside our reasonable control, such as a failure of the mobile networks or of a supplier we rely on, as long as we take reasonable steps to limit the effect, and tell you.

13.4 No cash limit. We do not limit what we owe you as a consumer to a sum of money. Clause 13.3 still applies: we are not responsible for losses that were not foreseeable, or for delays and failures outside our reasonable control.

13.5 If you use Recovru for a business. If you use Recovru in the course of a business, you are not a consumer and the consumer rights described in these terms do not apply to you in the same way. In that case, apart from the things in clause 13.2, we are not responsible for loss of profit, business, contracts or opportunity, or for any indirect loss, and our total liability to you in any 12-month period is limited to £1,000. An organisation on a Recovru commercial plan also has its own agreement with us.

14. Your account, using Recovru properly, and your data.

Keep your sign-in details to yourself, and tell us if you think someone else has used your account. You must not make a request you do not intend to go ahead with if a quote suits you, give false information on purpose, abuse or threaten an operator or our staff, or use Recovru for anything unlawful. If you do, we may suspend or close your account. A person decides, we will tell you why, and you can ask for it to be looked at again. You can close your account at any time in the app. If a job is in progress, we close it as soon as the job has finished. You can instead ask us to hold it closed for six months first, but not while a job is in progress (Privacy Policy, section 10.1). How we handle information about you is in our Privacy Policy, and what is stored on your device is in our Cookies policy.

14A. Messages, photos and calls.

14A.1 You can message, send photos and videos to, and call the other person on a job through Recovru. Before a quote is accepted, you can also message each operator who quotes. 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 other person to pay outside Recovru. 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 other person 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. 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 We may suspend or close an account that breaks this clause, and we may pass information to the police where the law requires or allows it.

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

We deal with a complaint about the work for your operator, as their agent, and with a complaint about our own service for ourselves. When a complaint is about the work, the decision, the final position and what we tell you about alternative dispute resolution are given for your operator. We are not currently a member of any alternative dispute resolution scheme. Using one would never stop you going to court.

Your rights are unaffected. You can take the matter to court, you can raise a payment problem with your card issuer, and you can get advice from the Citizens Advice consumer service, which can refer a matter to Trading Standards. We will not treat you any differently for doing any of those things.

16. General.

We may change these terms, for example to reflect a change in the law or in how Recovru works. If we do, we will tell you in the app and ask you to accept the new version before your next request. A request already made, and a job in progress, stay under the version you accepted when you made it.

We may transfer our rights and obligations under these terms to another business, for example if Recovru is sold. We will tell you, and your rights will not be reduced. You may not transfer your account.

We communicate with you in English, in the app and by email. Emails and messages in the app count as being in writing.

Your operator is a party to the clauses that are your contract with them (clause 3) and may enforce them. Nobody else has any right to enforce these terms.

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of the part of the United Kingdom where you live.

If any part of these terms cannot be enforced, the rest still applies.

Changes in this version.

Annex: Model Cancellation Form.

You only need to use this form if you want to. You can cancel in the app, in live chat, by email or by post instead. To: [your operator's legal name and address, shown on your confirmation], care of Recovru (Dapper Trading Ltd), their agent, Oak House, Reeds Crescent, Watford WD24 4QP. Email: support@recovru.com. I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*], Ordered on [*]/received on [*], Name of consumer(s), Address of consumer(s), Signature of consumer(s) (only if this form is notified on paper), Date. [*] Delete as appropriate.