Cancellation, Returns
& Refunds Policy

1. Introduction

At RecoBuddy, we understand that circumstances can change. Whether you are arranging vehicle recovery following a breakdown, transporting a recently purchased vehicle, or managing vehicle movements for your business, we aim to make cancellations and refunds as straightforward, transparent and fair as possible.

This Cancellation, Returns & Refunds Policy explains how cancellations, refunds, unsuccessful collections, failed deliveries, booking amendments and related disputes are handled through the RecoBuddy platform.

Our objective is to protect the interests of everyone using RecoBuddy, including customers, vehicle owners, dealerships, trade users and independent recovery and transport providers.

This policy applies to:

• Private individuals using RecoBuddy to arrange vehicle recovery or transport.
• Car dealerships, motor traders, garages and other commercial users.
• Fleet operators, auction buyers and vehicle remarketing businesses.
• Independent recovery drivers and vehicle transport providers.
• Any other person or organisation booking, providing or managing services through the RecoBuddy platform.

This policy applies to bookings arranged through the RecoBuddy mobile application, website, business portal or other authorised RecoBuddy services.

It should be read alongside our Terms and Conditions, Driver Terms and Conditions, Commission & Payment Terms and Privacy Policy.

Nothing in this policy excludes, restricts or overrides any statutory rights that cannot lawfully be excluded under UK law.

2. About RecoBuddy and Our Responsibilities

RecoBuddy Ltd operates a digital marketplace connecting customers and businesses requiring vehicle recovery or vehicle transport with independent service providers.

RecoBuddy acts as a technology platform facilitating:

• Vehicle recovery and transport job requests.
• Quotes submitted by independent providers.
• Communication between customers and providers.
• Booking confirmation and management.
• Secure payment processing.
• Job tracking and completion records.
• Customer support and dispute resolution assistance.

RecoBuddy is not itself a vehicle recovery or transport operator.

Unless expressly stated otherwise, recovery and transport services are supplied by independent drivers or transport businesses who enter into a direct service agreement with the customer.

Independent providers are responsible for carrying out accepted services, maintaining appropriate insurance, operating suitable equipment and complying with applicable legislation.

RecoBuddy may assist with booking administration, payment processing, cancellations, refunds and disputes.

Where RecoBuddy facilitates a refund or investigates a complaint, this does not automatically mean that RecoBuddy is the transport provider or has assumed responsibility for performing the underlying recovery or transport service.

Nothing in this section limits any legal responsibility RecoBuddy may have for its own services, actions, omissions or representations.

3. How Bookings Work

Customers using RecoBuddy can post a vehicle recovery or transport request and receive quotes from independent providers.

Submitting a job request does not automatically create a confirmed transport booking.

A booking is generally confirmed when:

1. A customer submits a recovery or vehicle transport request.
2. An independent driver or provider submits a quote.
3. The customer selects and accepts the preferred quote.
4. The required payment is successfully authorised or processed.
5. The booking is confirmed through the RecoBuddy platform.

Once confirmed, the customer and provider are expected to honour the agreed booking arrangements.

The confirmed booking may specify:

• Collection and delivery locations.
• Vehicle make, model and condition.
• Agreed recovery or transport price.
• Collection date or estimated time.
• Delivery arrangements.
• Special handling requirements.
• Any additional terms disclosed before confirmation.

Customers should review all booking details before accepting a quote.

Drivers must also review the job information carefully before submitting their prices.

4. Cancelling Before Accepting a Quote

Customers may cancel a job request at any time before accepting a driver's quote.

There is no cancellation charge for withdrawing an unconfirmed job request.

Where no quote has been accepted and no booking has been confirmed:

• The customer is free to withdraw the request.
• No payment is normally due.
• No driver cancellation compensation is payable.
• Drivers who submitted quotes will be notified through the platform where the relevant functionality is available.

Customers are not obligated to accept a quote simply because they have posted a job or received offers.

RecoBuddy does not charge customers for comparing quotes.

5. Cancelling After Accepting a Quote

Once a quote has been accepted and a booking confirmed, the customer has entered into an agreement for the specified service.

Customers may request cancellation of a confirmed booking. However, depending on the circumstances, the provider may already have incurred costs or begun providing the service.

Cancellation requests will therefore be assessed according to:

• The applicable statutory cancellation rights.
• The time at which the cancellation was requested.
• Whether the driver had begun travelling to the collection location.
• Whether the driver had arrived.
• Whether the vehicle had already been collected.
• Whether the provider had incurred reasonable and unavoidable costs.
• Whether the provider could reasonably reduce or recover those costs.
• Whether the cancellation resulted from an issue caused by the provider.
• Any relevant cancellation conditions clearly disclosed before booking.

Where a cancellation charge is legally permitted, it must be fair, proportionate and reasonably related to the services provided or the direct losses resulting from the cancellation.

RecoBuddy does not automatically impose the full booking price as a cancellation charge simply because a customer cancels.

The circumstances of each cancellation will be considered, and the amount charged must comply with applicable law.

6. Cancellation Charges and Refund Eligibility

RecoBuddy recognises that cancellations may occur at different stages of a booking.

The following principles explain how cancellation requests are generally assessed.

6.1 Cancellation before driver dispatch

If a customer cancels a confirmed booking before the provider has begun travelling or performing the service, a full refund will normally be available.

However, reasonable cancellation costs may be considered where:

• The provider has incurred unavoidable expenses specifically related to the booking.
• Special equipment or third-party services have already been arranged at the customer's request.
• The cancellation has caused a genuine financial loss that could not reasonably be avoided.
• The relevant charge is legally permitted and consistent with terms disclosed before booking.

Any such charge must be justified and proportionate.

Where no service has started, no reasonable loss has occurred and no lawful charge applies, the customer will receive a full refund.

6.2 Cancellation after driver dispatch

If a customer cancels after the provider has begun travelling towards the collection location, reasonable costs may be payable.

These could include:

• Fuel costs directly attributable to the cancelled journey.
• Reasonable travel-related operating costs.
• Work already performed for the booking.
• Other unavoidable direct losses resulting from the cancellation.

The provider may be asked to demonstrate that the journey had begun and that the claimed costs were reasonably incurred.

Any charge must take account of applicable consumer cancellation rights and the provider's obligation to minimise avoidable losses.

6.3 Cancellation after driver arrival

If the provider has arrived at the agreed collection location and the customer cancels, a greater proportion of the service may already have been performed.

A reasonable cancellation charge may be payable to reflect work completed, travel undertaken and unavoidable costs.

Relevant circumstances include:

• The driver's confirmed arrival.
• Whether the driver attended the correct location.
• Whether arrival was within the agreed or reasonable timeframe.
• Whether the customer was available.
• Whether the vehicle was ready for collection.
• Whether the cancellation resulted from the provider's own failure.

Arriving at a collection location does not automatically entitle a provider to retain the entire booking payment.

Each case will be assessed according to the circumstances and applicable law.

6.4 Cancellation after vehicle collection

Once a vehicle has been collected or loaded, the recovery or transport service has commenced.

If the customer requests cancellation at this stage, the provider may already have incurred substantial costs.

The customer and provider must agree on a safe and practical arrangement for the vehicle.

Depending on the circumstances, this may involve:

• Returning the vehicle to its original collection location.
• Delivering the vehicle to a revised destination.
• Arranging temporary secure storage.
• Completing the original journey where cancellation is no longer reasonably practicable.

Additional services and charges must be explained and agreed where required.

Any refund will take account of the work performed, legitimate costs incurred and the customer's statutory rights.

The provider must not abandon a vehicle or place it somewhere unsafe because of a cancellation or payment dispute.

7. Your 14-Day Statutory Cancellation Rights

Customers booking services online may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where these regulations apply, consumers generally have a 14-day cancellation period beginning the day after the service contract is entered into, subject to applicable legal exceptions.

This statutory right is separate from RecoBuddy's general booking cancellation procedures.

7.1 Services beginning within 14 days

Vehicle recovery and transport services are often required urgently or within a short period after booking.

Where a consumer expressly requests that a provider begins the service during the statutory cancellation period, the consumer may still cancel before the service has been fully performed.

However, where the legal requirements have been satisfied, the consumer may be required to pay a proportionate amount for services already supplied before cancellation.

7.2 Fully completed services

Where a consumer has expressly requested that the service begins during the cancellation period and has acknowledged that the statutory right to cancel will be lost once the service has been fully performed, that right may end upon full completion of the service.

This does not remove statutory rights relating to services that were not performed correctly.

7.3 Consumer consent

Where required by law, RecoBuddy or the relevant provider must obtain the consumer's express request before commencing a service during the statutory cancellation period.

The consumer must also receive the legally required information about cancellation rights, potential proportionate charges and loss of the statutory cancellation right upon full performance.

7.4 Legal rights take priority

Where a statutory cancellation right applies, it takes priority over any conflicting contractual cancellation charges or restrictions.

A customer will not be required to pay charges that cannot lawfully be imposed.

The statutory cancellation rules do not necessarily apply to every transaction, including certain business-to-business arrangements.

Nothing in this policy removes or restricts a consumer's statutory cancellation rights.

8. Driver or Transport Provider Cancellations

Independent drivers and transport providers are expected to honour confirmed bookings.

Drivers should only submit quotes for jobs they are properly equipped, insured, authorised and available to complete.

If a provider needs to cancel a confirmed booking, they must notify the customer and RecoBuddy as soon as reasonably possible.

Acceptable reasons may include:

• Mechanical failure affecting the recovery or transport vehicle.
• A genuine medical emergency.
• Severe weather conditions.
• Road closures or circumstances making transport unsafe.
• Unexpected legal or regulatory restrictions.
• A material issue with the vehicle that makes the agreed recovery method unsuitable.
• Another genuine circumstance outside the provider's reasonable control.

Drivers must not cancel confirmed bookings simply to accept a more profitable job.

8.1 Customer refunds following provider cancellation

Where a provider cancels before completing any service and the customer is not responsible for the cancellation, the customer will generally be entitled to a full refund.

The customer will not be charged a cancellation fee for a cancellation caused by the provider.

Where part of the service has already been performed, any payment retained or refund payable will depend on the circumstances, the quality of the service provided and applicable legal rights.

8.2 Finding an alternative provider

Where possible, RecoBuddy may assist the customer in finding another available provider.

However, RecoBuddy cannot guarantee that an alternative provider will be available at the same price or within the same timeframe.

Customers will not be required to accept a replacement provider or an increased price without their agreement.

8.3 Driver accountability

RecoBuddy may investigate provider cancellations and take appropriate action.

Depending on the seriousness and frequency of cancellations, this may include:

• Issuing a warning.
• Monitoring cancellation rates.
• Reviewing account performance.
• Temporarily restricting access to available jobs.
• Suspending or permanently removing the provider from the platform.
• Recovering amounts properly owed under the applicable provider agreement.

Repeated unjustified cancellations may result in permanent removal from RecoBuddy.

9. Driver No-Shows and Failure to Attend

A driver no-show occurs when a confirmed provider fails to attend the agreed collection location without a reasonable explanation or without making appropriate arrangements with the customer.

Customers should report a suspected no-show through the RecoBuddy app or by contacting support.

RecoBuddy may review:

• The agreed collection time.
• Driver and customer communications.
• Available location or tracking information.
• Updates provided through the platform.
• Any evidence of mechanical issues, emergencies or other relevant circumstances.

Where the provider has failed to attend or provide the agreed service and the customer is not responsible, the customer will normally be entitled to a full refund.

The customer may alternatively agree to reschedule the collection.

A delay does not automatically constitute a no-show. RecoBuddy will consider whether the provider attended within the agreed or a reasonable timeframe.

Customers retain any additional remedies available under applicable law.

10. Customer No-Shows and Failed Collections

Customers are responsible for ensuring that the vehicle is available for collection at the agreed location and time.

Unless otherwise agreed, the customer must ensure that:

• The correct collection address has been provided.
• The vehicle is accessible.
• Keys are available where required.
• Any necessary collection authorisation has been arranged.
• The vehicle is in the condition described in the booking.
• The provider can safely access and load the vehicle.
• Any required paperwork or collection references are available.

If a provider attends and the vehicle cannot be collected because of a customer-related issue, the booking may be treated as an unsuccessful collection.

Examples include:

• The customer is not present where their attendance is required.
• Vehicle keys are missing.
• Access to the vehicle has not been arranged.
• The vehicle has already been moved.
• The collection address is incorrect.
• The vehicle is blocked or inaccessible.
• Required authorisation has not been provided.
• The vehicle is materially different from its description.

10.1 Charges for unsuccessful collections

Where a collection fails for reasons attributable to the customer, reasonable costs may be payable.

These may include proportionate travel costs, work already performed and other direct losses that could not reasonably have been avoided.

Providers may be required to provide evidence before any cancellation or failed-collection charge is approved.

The entire booking price will not automatically become payable merely because a collection was unsuccessful.

Statutory consumer rights and applicable contractual terms will be respected.

10.2 Waiting time

Drivers should make reasonable efforts to contact the customer if difficulties arise at collection.

Additional waiting charges may apply only where they have been properly disclosed or agreed and are otherwise legally recoverable.

Providers must not impose unexpected or excessive waiting charges.

11. Incorrect or Incomplete Booking Information

Customers must provide accurate information when requesting vehicle recovery or transport.

This includes:

• Vehicle make and model.
• Vehicle registration, where applicable.
• Vehicle location.
• Collection and delivery addresses.
• Vehicle running condition.
• Whether the vehicle starts, drives, steers and brakes.
• Whether the vehicle has accident damage.
• Whether wheels are missing, locked or damaged.
• Vehicle dimensions where relevant.
• Any modifications affecting loading or transportation.
• Other circumstances requiring specialist equipment.

Providing inaccurate or incomplete information may result in:

• Delays.
• Additional costs.
• A revised quote.
• An unsuccessful collection.
• Cancellation where the service cannot safely or legally proceed.

11.1 Material differences

If the vehicle's condition differs materially from the original booking information, the provider must explain the issue.

Where extra equipment, labour or another transport method is required, the customer must be informed of any proposed additional charge.

The customer should be given an opportunity to accept or decline the revised arrangements.

Additional payments must not be taken without the customer's agreement where such consent is legally required.

If the booking cannot proceed, any refund or lawful cancellation charge will depend on the circumstances.

Providers remain responsible for ensuring that the service can be performed safely and legally.

12. Vehicle Collection and Delivery Problems

Occasionally, a vehicle may be collected successfully but cannot be delivered as originally arranged.

Possible reasons include:

• Incorrect delivery details.
• Unavailable delivery access.
• The recipient refusing to accept the vehicle.
• Missing unloading authorisation.
• Restricted delivery hours.
• Unsafe unloading conditions.
• Unexpected legal restrictions.
• Severe weather or major road disruption.

If a delivery problem occurs, the provider must make reasonable efforts to contact the customer and establish a suitable solution.

Any revised delivery location, additional journey, return transport or storage arrangement should be agreed wherever practicable.

12.1 Responsibility for additional costs

Where a delivery problem results from inaccurate customer information or a failure to arrange necessary access, reasonable additional costs may be payable by the customer.

Where the provider is responsible for the failure, the customer should not be charged additional amounts arising solely from that failure.

RecoBuddy may assist with reviewing the circumstances and determining an appropriate payment adjustment.

No vehicle may be abandoned, withheld unlawfully or handled in a way that compromises its safety.

13. Returns and Return Transport

RecoBuddy facilitates services rather than the ordinary sale of physical products.

Consequently, traditional retail return procedures, such as returning purchased goods within a specified period, do not generally apply to vehicle recovery or transport bookings.

For the purposes of this policy, a return may mean returning a vehicle to its original location or arranging another vehicle movement following an unsuccessful or changed booking.

13.1 Returning a vehicle after collection

Where a customer requests that a collected vehicle be returned to its original location, this may constitute an additional transport service.

The customer and provider must agree on the return arrangements and any applicable charges.

The provider must take reasonable steps to protect the vehicle and ensure that it is returned or transferred safely.

13.2 Returns caused by provider error

If a vehicle must be returned or redirected because of a provider's error, the provider may be responsible for the resulting reasonable costs.

Examples include collection of the wrong vehicle or delivery to an incorrect location caused by the provider.

The customer's statutory and contractual rights will remain unaffected.

13.3 Goods and accessories

RecoBuddy does not operate a general retail returns service.

Claims involving equipment, vehicle accessories, personal belongings or other property will be assessed according to the relevant circumstances and applicable law.

14. Refund Eligibility

Customers may be entitled to a full or partial refund depending on the reason for cancellation, the service performed and applicable legal rights.

14.1 Circumstances where a full refund may be available

A full refund will generally be appropriate where:

• A provider cancels before performing the service and the customer is not at fault.
• A provider fails to attend and the booked service is not supplied.
• A booking is cancelled before service commencement and no lawful cancellation charge applies.
• The customer was charged twice for the same booking.
• A payment was taken incorrectly.
• A confirmed service cannot be provided for reasons attributable to the provider.
• A full refund is required by consumer protection law.
• RecoBuddy or the relevant provider otherwise agrees that a full refund is appropriate.

14.2 Circumstances where a partial refund may be available

A partial refund may be appropriate where:

• Only part of the agreed service was completed.
• A provider performed part of the service before a lawful cancellation.
• A material service issue justifies a price reduction.
• The customer was incorrectly charged an additional amount.
• The customer and provider agree to a reduction in the price.
• RecoBuddy approves a partial goodwill refund.
• Another circumstance justifies a proportionate reimbursement.

The amount refunded will depend on the relevant facts and legal rights.

14.3 Circumstances where a refund may be reduced or unavailable

A refund may be reduced or unavailable where:

• The service was properly completed as agreed and no legal basis for a refund exists.
• The customer cancelled after services had lawfully commenced.
• A customer-related issue caused an unsuccessful collection.
• The customer provided materially incorrect booking information.
• The customer requested additional work that was completed as agreed.
• The provider incurred legitimate cancellation losses that are recoverable under applicable law.

Every refund request will be considered fairly. A refusal will not be based solely on the fact that a booking was marked as completed or that the customer accepted the original quote.

15. Refunds for Unsatisfactory Services

Customers have the right to expect services to be carried out with reasonable care and skill.

Where the Consumer Rights Act 2015 applies, customers may be entitled to statutory remedies if a service fails to meet the required standards.

These remedies may include repeat performance or an appropriate price reduction, potentially up to the full service price.

Examples of complaints that may justify further investigation include:

• Failure to complete the agreed transport service.
• Delivery to the wrong location.
• Failure to follow agreed handling instructions.
• Unreasonable delays in circumstances where the provider is responsible.
• Unauthorised additional charges.
• Other failures to perform the service with reasonable care and skill.

A customer who believes that a service was not performed correctly should contact RecoBuddy support and provide relevant details.

RecoBuddy may assist with obtaining information from the provider and reviewing the complaint.

Where a statutory remedy is due, it must be provided in accordance with the applicable law.

Nothing in this policy prevents a customer from pursuing additional legal remedies against the party responsible.

16. Vehicle Damage During Recovery or Transport

RecoBuddy understands that vehicles may be valuable assets and that damage during recovery or transportation can cause significant inconvenience and financial loss.

Independent providers are responsible for maintaining appropriate insurance and carrying out their services with reasonable care and skill.

16.1 Reporting vehicle damage

If a customer believes that their vehicle was damaged during collection, loading, transportation, unloading or delivery, they should notify the provider and RecoBuddy as soon as reasonably possible.

Customers are encouraged to provide:

• Their RecoBuddy booking reference.
• A description of the damage.
• Photographs or videos of the affected areas.
• Photographs taken before collection, where available.
• Collection and delivery records.
• Relevant communications.
• Repair estimates, where available.

Prompt reporting can help preserve evidence and support an effective investigation.

However, failure to report damage within a particular period does not automatically remove legal rights.

16.2 Investigating damage claims

RecoBuddy may assist by reviewing available booking records and communications.

The provider may be asked to provide relevant evidence, insurance details or an explanation of the incident.

Vehicle damage claims may need to be handled directly by the responsible provider, their insurer or another legally responsible party.

16.3 Damage claims and transport refunds

A refund of the transport charge and compensation for vehicle damage are separate matters.

Receiving a partial or full refund does not automatically settle a valid vehicle damage claim.

Equally, a vehicle damage allegation does not automatically establish entitlement to a full transport refund where the underlying service was otherwise performed correctly.

The appropriate remedy will depend on the circumstances and applicable law.

RecoBuddy's role as a marketplace does not remove any legal responsibility that RecoBuddy itself may have.

17. Refund Processing and Timescales

Approved refunds will normally be issued to the original payment method.

Payments and refunds may be processed through Stripe or another authorised payment provider.

17.1 Processing approved refunds

Where a consumer exercises a valid statutory cancellation right, reimbursement will be made without undue delay and within the period required by law, generally no later than 14 days after the relevant trader is informed of the valid cancellation.

Where a refund is due under the Consumer Rights Act 2015, applicable statutory refund deadlines will be followed.

Other approved refunds will be processed without undue delay, with the aim of completing processing within 14 days of approval.

17.2 When will the refund appear?

After a refund has been issued, the time it takes to appear in the customer's account may depend on:

• The payment provider.
• The customer's bank.
• The card issuer.
• The original payment method.
• Applicable banking processing times.

Some refunds may take several additional working days to appear.

RecoBuddy does not control processing delays caused by banks or card issuers.

17.3 Refund methods

Refunds will generally be returned to the original payment method.

Where legally permitted, an alternative arrangement may be offered if the original method is unavailable.

Customers will not be required to accept vouchers, account credit or a different refund method in place of a monetary refund to which they are legally entitled.

17.4 Refund processing fees

RecoBuddy will not impose a refund administration fee where doing so would breach the customer's statutory rights.

Any other permitted deductions must be justified, clearly explained and legally recoverable.

18. Rescheduling and Booking Amendments

Customers may request changes to a confirmed booking.

Examples include:

• Changing the collection date.
• Changing the collection time.
• Changing the delivery address.
• Updating the collection contact.
• Changing the vehicle details.
• Requesting a different collection method.

A requested amendment is not automatically confirmed.

The provider must agree to any material change affecting their availability, costs or ability to perform the service.

18.1 Amendments before service commencement

Where possible, providers are encouraged to accommodate reasonable changes before beginning the job.

If an amendment does not result in additional costs, an extra charge will not normally be necessary.

18.2 Amendments after dispatch

Changes requested after the provider has started travelling may result in additional costs.

Any additional charge must be reasonable, explained and agreed where required.

18.3 Provider-requested changes

Where a provider requests a material change to a confirmed booking, the customer may accept the proposed arrangement or seek an appropriate cancellation or refund remedy.

Customers will not be forced to accept materially different terms simply because a provider can no longer meet the original agreement.

19. Urgent and Emergency Recovery Bookings

Some RecoBuddy bookings involve urgent roadside assistance or emergency vehicle recovery.

In these circumstances, providers may need to begin travelling immediately after a booking is confirmed.

Customers should understand that:

• A provider may begin incurring costs shortly after confirmation.
• The provider may already be travelling when a cancellation is requested.
• Immediate assistance may involve specialist equipment or additional arrangements.
• Cancelling after work has commenced may result in lawful, proportionate charges.

Where applicable, the legal requirements for starting services within a consumer's statutory cancellation period must still be satisfied.

Booking an urgent or emergency recovery service does not, by itself, mean that all consumer cancellation rights automatically disappear.

Emergency bookings will be assessed according to the applicable legal requirements and the work actually performed.

20. Business and Trade Customer Cancellations

RecoBuddy provides vehicle transport and recovery services through its marketplace to businesses, including:

• Independent car dealerships.
• Franchise and main dealerships.
• Vehicle traders.
• Garages and repair centres.
• Bodyshops.
• Auction buyers.
• Fleet operators.
• Leasing companies.
• Vehicle remarketing businesses.

Business bookings are generally subject to the agreed commercial terms.

20.1 Business cancellation rights

The statutory consumer cooling-off rights described in Section 7 do not generally apply to bookings made by businesses acting for commercial purposes.

Business users may nevertheless have contractual cancellation rights and other rights under applicable law.

Unless separate commercial terms apply, RecoBuddy's general cancellation principles will be used to assess business bookings.

20.2 Vehicle auction collections

Business users arranging collection from vehicle auctions must ensure that:

• The vehicle has been released for collection.
• The necessary collection references are available.
• Collection authorisation has been provided.
• The vehicle can be accessed during the agreed collection window.
• Any auction-related requirements have been communicated.

If a driver attends an auction and cannot collect the vehicle because the necessary arrangements have not been completed, reasonable failed-collection costs may apply.

Charges imposed by an auction company are separate from RecoBuddy charges unless expressly included in the accepted quote or otherwise agreed.

20.3 Multiple vehicle bookings

Where a commercial booking covers multiple vehicles, the cancellation or failure of one vehicle movement will not necessarily require cancellation of the entire booking.

The parties should agree on the appropriate adjustment.

Any refund or additional payment will depend on the portion of the service affected and the applicable contract.

20.4 Commercial credit arrangements

Business users with approved account facilities, invoice billing or separate commercial agreements may be subject to additional payment and cancellation provisions.

Where separately negotiated commercial terms apply, those terms will govern to the extent permitted by law.

21. Provider Payments Following Cancellation

Drivers and transport providers may be entitled to payment for work performed or reasonable losses arising from a customer cancellation.

Payment entitlement will depend on the booking circumstances, applicable contractual terms and relevant law.

21.1 Cancellation compensation

Where compensation is due to a provider, RecoBuddy may facilitate payment from the relevant customer funds.

The provider may be required to submit evidence supporting the amount claimed.

RecoBuddy may reject or reduce claims that are:

• Unsupported by reasonable evidence.
• Disproportionate to the work performed.
• Duplicated.
• Unrelated to the cancellation.
• Contrary to the applicable agreement or law.

21.2 Commission and deductions

Any RecoBuddy commission or platform fee applicable to a cancellation payment will be determined by the relevant driver or provider agreement and the commission arrangements applicable to the transaction.

RecoBuddy may adjust payouts where necessary to implement valid refunds, correct payment errors or resolve legitimate disputes.

21.3 Provider responsibility

Providers must cooperate with reasonable requests for information during cancellation investigations.

Submitting false cancellation claims, inaccurate mileage information or fabricated evidence may result in account suspension, removal or other appropriate action.

22. Payment Disputes and Chargebacks

Customers may raise concerns about payments made through RecoBuddy.

These may include:

• Incorrect payment amounts.
• Duplicate payments.
• Unauthorised charges.
• Services not provided.
• Disputed cancellation fees.
• Refunds not received.
• Other legitimate billing concerns.

Customers are encouraged to contact RecoBuddy support so that the issue can be investigated promptly.

22.1 Chargebacks

Customers may also have rights to dispute transactions through their bank, card issuer or payment provider.

RecoBuddy may provide relevant transaction evidence during a chargeback investigation.

This could include:

• Booking confirmation.
• Accepted quote.
• Payment records.
• Cancellation records.
• Collection and delivery evidence.
• Relevant in-app communications.
• Refund records.

The payment provider or card issuer may make its own determination.

Nothing in this policy prevents customers from exercising lawful payment dispute or chargeback rights.

22.2 Duplicate refunds

Where a customer has already received reimbursement through a bank dispute, RecoBuddy may take reasonable steps to prevent duplicate reimbursement for the same amount.

This will not affect entitlement to any additional remedy lawfully due.

23. Off-Platform Cancellations and Payments

Bookings arranged through RecoBuddy must remain within the platform unless RecoBuddy expressly authorises an alternative arrangement.

Providers must not encourage customers to cancel confirmed bookings in order to arrange private payments or avoid RecoBuddy commission.

Customers must not be pressured into paying providers directly.

23.1 Prohibited conduct

Examples include:

• Asking customers to cancel and pay cash instead.
• Offering a lower price conditional on bypassing RecoBuddy.
• Requesting direct bank transfers for the original booking without authorisation.
• Falsely reporting a booking as cancelled when the service was completed privately.
• Misrepresenting the completion or cancellation status of a job.

Such conduct may result in account restrictions, suspension or removal.

23.2 Refunds for private arrangements

RecoBuddy may be unable to process refunds for money paid directly to independent providers outside the platform.

Disputes concerning unauthorised private payments may need to be resolved directly between the parties.

However, any statutory rights or legal remedies available to customers remain unaffected.

24. Disputes Between Customers and Providers

RecoBuddy aims to support fair and proportionate resolution of booking disputes.

Where a disagreement arises, both parties should attempt to resolve the issue professionally.

If an agreement cannot be reached, either party may contact RecoBuddy support.

24.1 Evidence considered

RecoBuddy may review available information such as:

• Original job details.
• Submitted and accepted quotes.
• Booking confirmation.
• Payment records.
• In-app communications.
• Driver arrival information.
• Collection and delivery records.
• Photographs and videos.
• Relevant location information, where lawfully available.
• Cancellation requests.
• Information provided by both parties.

24.2 Dispute review

RecoBuddy may request additional evidence before recommending or implementing an outcome.

Possible outcomes include:

• A full refund.
• A partial refund.
• Approval of a reasonable cancellation charge.
• Adjustment of a provider payout.
• Rescheduling by agreement.
• Referral to a relevant insurer or another responsible party.
• A finding that no refund or additional payment is due.

RecoBuddy may take reasonable steps to prevent fraudulent, duplicate or unsupported claims.

24.3 Our role in disputes

RecoBuddy may facilitate the resolution of disputes relating to transactions processed through its platform.

However, RecoBuddy is not a court or statutory dispute resolution body.

A RecoBuddy determination does not prevent a customer or provider from pursuing legal rights against the responsible party.

25. How to Request a Cancellation or Refund

Customers should submit cancellation requests as soon as they know that a booking is no longer required.

Step 1: Locate your booking

Open the RecoBuddy app or business portal and locate the relevant job.

Step 2: Request cancellation

Where the cancellation function is available, use it to request cancellation.

Alternatively, contact RecoBuddy support using the contact details below.

Step 3: Provide relevant information

To help us identify and review your request, please provide:

• Your name.
• Your RecoBuddy booking or job reference.
• The relevant vehicle registration, where available.
• The booking date.
• The reason for cancellation.
• Whether the driver has started travelling or collecting the vehicle.
• Any supporting information.

Step 4: Await confirmation

The cancellation request will be recorded and, where appropriate, the provider will be notified.

Where a cancellation charge is proposed, the customer may request an explanation of the amount.

Step 5: Refund processing

Any refund due will be processed in accordance with this policy and applicable law.

Important: For urgent bookings, customers should contact support promptly rather than relying solely on messages to the driver.

A customer exercising a statutory cancellation right may communicate that decision using any legally valid method. Use of a particular in-app cancellation function is not mandatory where the law permits another method.

26. Contacting RecoBuddy About a Refund

Customers and providers may contact RecoBuddy regarding cancellations, refunds and disputed charges.

Email: admin@recobuddy.co.uk

Telephone: 020 3411 1614

Website: https://www.recobuddy.co.uk

When contacting support, please provide your booking reference and a clear explanation of the issue.

Customers should retain any relevant payment confirmation, correspondence or supporting evidence.

RecoBuddy aims to review requests fairly and without unnecessary delay.

Where further information is required, we may contact the customer, provider or payment processor.

27. Fraudulent Cancellation or Refund Requests

RecoBuddy takes fraudulent refund requests, false cancellation claims and payment abuse seriously.

Examples of prohibited activity include:

• Falsely claiming that a provider did not attend.
• Knowingly providing false evidence.
• Claiming that a service was not completed when it was.
• Submitting duplicate refund claims to obtain multiple payments.
• Misrepresenting vehicle collection or delivery information.
• Creating fraudulent bookings.
• Colluding to bypass platform commission.
• Deliberately providing misleading payment information.

RecoBuddy may investigate suspected fraudulent activity and take proportionate action where justified.

This may include account restrictions, suspension, recovery of amounts lawfully owed or referral to appropriate authorities.

Customers and providers will not be penalised merely for raising a genuine complaint or exercising a lawful cancellation or payment dispute right.

28. Exceptional Circumstances and Events Outside Reasonable Control

Certain events may prevent a booking from being completed as planned.

Examples include:

• Severe weather.
• Flooding.
• Major road closures.
• Natural disasters.
• Serious traffic incidents.
• Government restrictions.
• Widespread service disruption.
• Unexpected circumstances creating a genuine safety risk.

Where such circumstances arise, the customer and provider should communicate promptly and consider reasonable alternatives.

Possible solutions include:

• Rescheduling.
• Changing the collection arrangements.
• Agreeing an alternative route or location.
• Cancelling the booking.
• Arranging an appropriate refund.

Neither party should be required to proceed with a service where doing so would be unlawful or create an unacceptable safety risk.

Refund entitlement will depend on the applicable contractual terms, relevant law, services already performed and the circumstances preventing completion.

This section does not automatically remove a customer's entitlement to reimbursement where the contracted service has not been supplied.

29. Customer and Provider Responsibilities

RecoBuddy expects both customers and providers to act reasonably, honestly and professionally.

Customer responsibilities

Customers should:

• Provide accurate booking information.
• Review quotes carefully before acceptance.
• Ensure collection and delivery arrangements are in place.
• Communicate changes promptly.
• Treat providers respectfully.
• Pay valid, agreed charges.
• Raise concerns honestly.
• Cooperate with reasonable dispute investigations.

Provider responsibilities

Providers should:

• Quote accurately.
• Accept only jobs they can reasonably complete.
• Maintain appropriate insurance and equipment.
• Communicate delays and difficulties promptly.
• Attend agreed collection locations.
• Perform services with reasonable care and skill.
• Avoid unjustified cancellations.
• Provide accurate evidence when claiming cancellation costs.
• Cooperate with legitimate refund and dispute reviews.
• Refrain from encouraging off-platform transactions.

Breaches of these responsibilities may result in appropriate action under RecoBuddy's applicable terms.

30. Refunds, Promotional Discounts and Credits

RecoBuddy may occasionally offer promotional discounts, referral rewards or account credits.

Where a booking involving a promotion is cancelled, any refund will normally reflect the amount actually paid by the customer, subject to applicable law.

Promotional credits may be reinstated or adjusted in accordance with the relevant promotional terms.

For example, where a customer uses a valid discount on a booking that is subsequently cancelled, any monetary refund will normally be calculated using the amount actually charged rather than the undiscounted quote.

Promotional arrangements will not be used to reduce or remove statutory refund entitlements.

31. Changes to This Policy

RecoBuddy may update this Cancellation, Returns & Refunds Policy from time to time.

Changes may be made to reflect:

• Updates to UK legislation.
• Changes to platform functionality.
• Changes to payment processing arrangements.
• New services.
• Business or trade account requirements.
• Updated operational procedures.
• Customer protection improvements.
• Regulatory requirements.

The latest version will be published on the RecoBuddy website.

Where material changes affect users, RecoBuddy will aim to provide appropriate notice.

Changes will not retrospectively remove rights or alter confirmed booking obligations where doing so would be unlawful.

Customers and providers are encouraged to review this policy periodically.

32. Applicable Law and Consumer Protection

This policy is governed by the laws of England and Wales, subject to any mandatory legal protections that apply.

Relevant legislation may include:

Consumer Rights Act 2015

Provides consumers with legal protections concerning services, including requirements relating to reasonable care and skill and remedies where services do not comply with the contract.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Sets out information requirements and cancellation rights applicable to certain consumer contracts, including contracts entered into online.

Consumer protection and unfair contract terms legislation

Requires relevant contractual terms to be fair and transparent and restricts the use of unfair or disproportionate cancellation charges.

Where customers have mandatory rights under applicable legislation, those rights take priority over inconsistent provisions in this policy.

Consumers resident in Scotland or Northern Ireland will retain any mandatory protections and jurisdictional rights applicable to them.

Nothing in this policy prevents customers from seeking independent legal advice, contacting an appropriate consumer protection authority or pursuing remedies through the courts.

33. Our Commitment to Fairness

RecoBuddy was created to make vehicle recovery and transport simpler, more accessible and more transparent.

We understand that customers may need to cancel unexpectedly, particularly where breakdowns, vehicle purchases, auction collections or other time-sensitive arrangements are involved.

We also recognise that independent drivers and transport businesses invest time, fuel, equipment and resources into fulfilling bookings.

Our cancellation and refund approach is therefore based on four principles:

Transparency: Customers should understand their booking obligations and potential cancellation charges.

Fairness: Neither customers nor providers should face unjustified or excessive financial losses.

Accountability: Providers and customers are expected to honour their commitments and communicate honestly.

Protection: RecoBuddy aims to help resolve legitimate payment and booking disputes while respecting everyone's legal rights.

We believe that building a reliable marketplace requires fair treatment of both sides.

34. Company Information