Terms of Service

Last updated: 4 July 2026

These Terms of Service ("Terms") govern your use of the Recovify mobile application and website (together, the "Platform"), operated by Recovify ("Recovify", "we", "us"). By creating an account or using the Platform you agree to these Terms. If you do not agree, do not use the Platform.

1. What Recovify is (and is not)

Recovify is an online marketplace that connects people who need a vehicle recovered or transported ("Customers") with independent vehicle recovery and transport businesses ("Operators") and their drivers. Recovify facilitates quotes, bookings, payments, messaging and live tracking.

Recovify does not provide recovery or transport services itself. The contract for the recovery or transport of a vehicle is between the Customer and the Operator. Operators are independent businesses, not employees, agents or subcontractors of Recovify.

2. Accounts and eligibility

• You must be at least 18 years old and able to enter a binding contract.
• You must provide accurate information and keep it up to date, and verify your email address before using core marketplace features.
• You are responsible for keeping your login credentials secure and for all activity on your account. Tell us immediately if you suspect unauthorised use.
• Each account operates in one role at a time (Customer, Operator or Driver). Drivers join an Operator's team by invitation and act on that Operator's behalf.

3. How bookings work

• A Customer posts a request describing the vehicle, pickup and delivery locations, and timing ("Job").
• Operators submit quotes. Quotes are binding offers while they remain valid; validity depends on the Job's urgency.
• The Customer accepts one quote and is taken directly to payment. Acceptance is only confirmed once payment is made — if payment is not completed within the payment window, the acceptance lapses and the Job returns to its quoted state.
• Once payment is captured, the booking is confirmed and the other quotes are declined.

4. Payments, fees and release of funds

• Payments are processed by Stripe. Recovify does not store your full card details. Operators must complete Stripe onboarding before they can receive payouts.
• When a Customer pays for a Job, the money is held by the Platform and is not released to the Operator until the Job is complete.
• Funds are released to the Operator (minus Recovify's platform fee) only after both the Operator and the Customer confirm that the Job is complete.
• If one party confirms completion and the other does not respond, the Job completes automatically after 72 hours and funds are released, unless a dispute has been opened in the meantime.
• Recovify charges Operators a platform fee, deducted from each payout. The applicable fee is shown to Operators before they quote.

5. Cancellations and refunds

• Before payment: Customers may cancel a Job free of charge at any time.
• After payment, before the Operator sets off: Customers may cancel with a stated reason and receive a full refund, including any fees.
• After the Operator has started the journey: self-service cancellation is no longer available. If something has gone wrong, use the dispute process below.
• Operator withdrawal: if an Operator withdraws after acceptance, the Customer receives a full refund and the Job is re-opened so other Operators can offer to take it.
• Refunds are returned to the original payment method. Refunds only ever come from money held by the Platform — timing of the bank credit depends on your card issuer.

6. Disputes

• If a Job goes wrong (for example the vehicle was damaged, the Operator did not show up, or the service materially differed from what was agreed), the Customer may report a problem through the app while the Job is paid or in progress.
• While a dispute is open, held funds are frozen — they are neither released to the Operator nor refunded until the dispute is resolved.
• Recovify will review the evidence provided by both sides and may resolve the dispute with a full refund, a partial refund, or no refund. Recovify's resolution is final as far as the Platform is concerned, but does not remove either party's legal rights against the other.
• Claims for vehicle damage are ultimately a matter between the Customer and the Operator and the Operator's insurance. Recovify will provide reasonable assistance (for example job records and chat history) where lawful.

7. Operator obligations

• Operators must hold all licences, permissions and insurance required by law for the work they undertake — including motor insurance covering their recovery vehicles (Road Traffic Act 1988) and, where applicable, goods-in-transit insurance, public liability insurance, an operator's licence, MOT certification and waste-carrier registration.
• Operators may be asked to upload verification documents. Recovify may display a "verified" badge once required documents are approved. Verification is a document check, not a guarantee of service quality.
• Operators are responsible for their drivers and must ensure every driver is entitled to drive the vehicle used and is covered by the Operator's insurance.
• Operators must perform Jobs with reasonable care and skill, and keep the Customer informed through the app.

8. Conduct on the Platform

You must not:

• take bookings arranged through Recovify off-platform to avoid fees, or solicit users to transact outside the Platform;
• post false, misleading or fraudulent Jobs, quotes, documents or reviews;
• harass, threaten or abuse other users in chat or elsewhere;
• use the Platform for any unlawful purpose, or interfere with its security or operation (including scraping, probing or reverse engineering).

Reviews must reflect a genuine, completed Job. Both sides may review each other after completion; reviews that breach these Terms may be removed.

9. Chat, tracking and communications

• In-app chat and phone contact between a Customer and an Operator open once a Job is paid, and relate to that Job.
• While a Job is active, the Operator's (or assigned driver's) live location is shared with the Customer for tracking purposes.
• We send service communications (such as booking, payment and job-status notifications) as part of operating the Platform. You can control non-essential notifications in settings.

10. Content

You keep ownership of content you submit (such as photos, messages and reviews) and grant Recovify a non-exclusive, royalty-free licence to host, display and process it for the purpose of operating and improving the Platform. You are responsible for your content and must have the right to share it.

11. Liability

• Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.
• Recovify provides the Platform "as is". We do not guarantee that a Job will receive quotes, that Operators will perform to any standard, or that the Platform will be uninterrupted or error-free.
• The recovery or transport service itself is provided by the Operator under the Customer–Operator contract. Recovify is not liable for loss or damage arising from that service, including damage to vehicles, delay, or failure to attend — the remedies for those sit in sections 5 and 6 and against the Operator.
• Subject to the above, Recovify's total liability to you in connection with the Platform is limited to the greater of £100 and the platform fees we earned from your bookings in the 12 months before the claim arose.
• If you are a consumer, you retain all rights granted by law that cannot be excluded, including under the Consumer Rights Act 2015.

12. Suspension and termination

• You can delete your account at any time in settings. Deletion is blocked while you have Jobs or payments in flight; completed transaction records are retained as described in our Privacy Policy.
• We may suspend or terminate accounts that breach these Terms, create risk for other users, or are used fraudulently. Where proportionate, we will warn you first.

13. Changes to these Terms

We may update these Terms from time to time. If a change is material we will give you reasonable notice through the app or by email. Continuing to use the Platform after a change takes effect means you accept the updated Terms.

14. Governing law

These Terms are governed by the law of England and Wales. Disputes are subject to the jurisdiction of the courts of England and Wales, except that consumers resident in Scotland or Northern Ireland may bring proceedings in their local courts.

15. Contact

Questions about these Terms: support@recovify.app.