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Cancellation & Refunds Policy

Last updated 18 July 2026

This policy forms part of the Recovr Terms of Use and of your recovery contract with your operator, and explains exactly what happens - and what it costs - when a job is cancelled by you or by your operator, and how refunds work. Recovr is a trading name of Dapper Trading LTD and administers this policy as each operator's agent: any cancellation fee is the operator's charge, collected by Recovr on their behalf. Every amount described here is shown to you in the app, in pounds and pence, before you book and again before you confirm any cancellation, and you actively accept these terms at booking. Nothing in this policy affects your statutory rights.

1. What the call-out price pays for, and who it is paid to

Your call-out price is the price payable to YOUR OPERATOR for a single composite service with two parts: (a) MOBILISATION - taking your job on the moment they accept it, turning down other work, and preparing to travel or travelling to you; and (b) ATTENDING AND RECOVERING your vehicle, or carrying out the roadside work you booked. Recovr sets that price on the operator's behalf, shows it to you before you book, and collects it from you as the operator's agent - paying Recovr discharges your debt to the operator. When you book you tick a box expressly requesting that performance begins immediately upon an operator accepting, because your need is urgent, and acknowledging that you will lose the right to cancel once the service has been fully performed. This matters for cancellation because part (a) is real work your operator has already supplied by the time you cancel a matched job, and the fees below reflect that and nothing more.

2. Before an operator accepts: always free

You can cancel a job at any time before an operator accepts it, at no charge. Any authorisation hold on your card is released in full. Holds typically disappear from your statement within 3 to 5 working days, depending on your bank.

3. The 2-minute free window after acceptance

When an operator accepts your job you have a 2-minute grace window in which you can still cancel free of charge - the app shows the countdown, so you always know where you stand. Cancel inside it and the hold is released in full and no fee is charged. This window is a contractual benefit we give you on top of your statutory rights; it is longer than the window most UK booking platforms offer, and it exists so that a mistaken booking never costs you anything.

4. Cancelling after the free window: the cancellation fee

If you cancel after the 2-minute window, a cancellation fee applies. It is charged in two steps that track what your operator has actually done for you by the time you cancel:

  • WHILE YOUR OPERATOR IS MOBILISING (they have accepted and committed to your job, but our GPS records do not yet show them travelling): 50% of the call-out price you accepted at booking.
  • ONCE YOUR OPERATOR IS EN ROUTE OR HAS ARRIVED (our GPS records show they have set off towards you, or they are at your location): the full call-out price.

The exact amounts in pounds and pence are shown to you before you book, and again on the confirmation screen before any cancellation is accepted, together with which step applies. We decide the step from recorded facts - acceptance time and the operator's GPS trail - not from anyone's say-so, and we keep that evidence so you can challenge it (Section 11).

WHY THIS FEE EXISTS, AND WHERE IT GOES. The fee is YOUR OPERATOR'S CHARGE, not Recovr's. From the moment of acceptance your operator has taken your job on, turned down other work, and begun mobilising their vehicle, equipment and time; a cancellation costs them that time, fuel and lost availability. The fee is a reasonable estimate of that loss: it pays for the mobilisation service already supplied to you and compensates the operator for the work they gave up. Recovr collects the fee as the operator's agent: 60% goes to your operator and Recovr retains 40% as its booking commission and the dispatch, payment and administration costs of the abandoned job. It is compensation, not a penalty, and the same loss is never recovered twice. Approved parts amounts that have not been captured are always released in full - the cancellation fee never includes parts.

5. No-shows and unreachable customers

If your operator arrives at the pickup location and you are not with the vehicle, cannot be reached by in-app chat or phone, or refuse the arrival code, for 15 minutes or more, the job may be closed as a no-show. A no-show is treated as a cancellation by you at the arrived stage (Section 4), so the full call-out price applies with the same 60% paid to your operator. The operator's arrival is evidenced by GPS and the arrival-code record, not by assertion.

6. If your operator cancels

If your operator cancels at any point before completing the job, you pay nothing for the cancellation - whatever the stage, whatever the reason. Your job automatically returns to dispatch and we immediately begin pinging other nearby operators; your place is kept and your price does not increase because of the operator's cancellation. Any amounts held are either released or carried over to the replacement operator. If no replacement can be found, everything held is released in full. Charging you for an operator's failure would be unfair and unlawful, and we never do it.

7. If no operator can be found

If we cannot match your job, it expires and your hold is released in full, automatically.

8. Your legal cancellation rights

Because your recovery is booked at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply. THE TRADER UNDER THOSE REGULATIONS IS YOUR OPERATOR, and Recovr gives you the required information and confirmations on the operator's behalf as their agent. We set out your position honestly rather than in small print:

  • URGENT ASSISTANCE. Where you specifically request a visit to carry out urgent repairs or roadside assistance, the statutory 14-day cancellation right does not apply to that urgent work (regulation 28(1)(e)). This exemption covers only the urgent work you asked for: it does not extend to any additional services or products beyond it, which keep their own statutory rights.
  • IMMEDIATE PERFORMANCE. In every case, you tick a box at booking expressly requesting that performance begins immediately upon an operator accepting, and acknowledging that the right to cancel is lost once the service has been fully performed (regulation 36). Where the statutory cancellation right applies and you cancel after performance has begun, the law entitles your operator to payment in proportion to what has been supplied by the time you cancel - and that is exactly how the fee in Section 4 is built: it charges for the mobilisation already supplied, steps up only as more is supplied, and never exceeds the price you agreed.
  • MODEL CANCELLATION FORM. Where a statutory cancellation right applies you may use the model form in Section 12, though you do not have to - the Cancel button in the app, an email, or any clear statement works just as well.
  • YOUR OTHER RIGHTS. Your rights under the Consumer Rights Act 2015 (including that the recovery be performed with reasonable care and skill) apply against your operator and are unaffected by anything in this policy. If the service was defective, contact us: as the operator's payment agent we administer re-performance, price reductions and refunds for you, from the amounts we hold or collect, so you never have to chase the operator yourself.

9. Refund timing and method

Released holds are not charges and disappear from your statement in 3 to 5 working days depending on your bank. Refunds of captured amounts are returned to the original payment method without undue delay and in any event within 14 days, as the law requires; in practice most reach your account well before that. We can only refund to the payment method you used - not to a different card or account - because anything else would be a fraud risk to you.

10. Memberships

Customer plans (Pro, Platinum) and the operator membership can be cancelled at any time in the app; cancellation takes effect at the end of the current billing period and you keep the benefits until then. New subscriptions carry a 14-day cooling-off right; if you use benefits within those 14 days we may deduct the value of what was supplied from the refund. Fees for completed billing periods are non-refundable except where the law requires otherwise.

11. Disputes about a fee

If you believe a cancellation fee or no-show was recorded unfairly - for example, you were at the vehicle, or the operator never travelled - email recovr@webmastersldn.com within 30 days with the job reference. A member of our team reviews the job's GPS, chat and dispatch records personally and refunds the fee in full where it was not fairly incurred; we tell you the outcome and the reasons either way. If we cannot resolve it and reach deadlock, we will tell you so on a durable medium and give you the name and website of a certified alternative dispute resolution body that could consider it. You may also go to your card issuer or to court; using our process first costs you none of those rights.

12. Model cancellation form

Where a statutory right to cancel applies, you may (but do not have to) use this form:

To: Dapper Trading LTD (trading as Recovr), Oak House, Reeds Crescent, Watford WD24 4QP, UK. Email: recovr@webmastersldn.com

I hereby give notice that I cancel my contract for the supply of the following service: [job reference and brief description] Ordered on: [date] Name of consumer: [name] Address of consumer: [address] Signature of consumer (only if this form is notified on paper): [signature] Date: [date]

Recovr is a trading name of Dapper Trading LTD. Registered in England and Wales, Company No. 8800299. VAT No. 190396586. Registered office: Oak House, Reeds Crescent, Watford WD24 4QP, UK. Questions? Email recovr@webmastersldn.com.