Are you a recovery operator? This page covers customer bookings only. See the operator refund policy on recoverydrivers.uk for commission refunds.

Customer Booking & Cancellation Policy

1. Accurate Job Information

When submitting a job request through TowMyCar, you must provide accurate and complete information about the vehicle and recovery requirements.

This includes, but is not limited to:

• Whether the vehicle is rolling
• Whether the vehicle starts
• If the steering is locked
• If the vehicle has keys
• If the vehicle is accessible
• Any known mechanical or accident damage

If you confirm that:

• The vehicle is rolling — it must be physically able to roll.
• The vehicle starts — it must be able to start and move under its own power.

Providing incorrect, misleading, or incomplete information may result in:

• Immediate cancellation of the job
• A price adjustment based on actual conditions
• Delay in service
• Loss of full refund eligibility

If the customer provides inaccurate, incomplete, or misleading job information that materially affects the booking or the Service Provider's ability to complete the recovery, the customer may lose eligibility for a full refund. A partial refund may be issued depending on the circumstances and any costs already incurred.

Example: where a vehicle is held in an impound and this material information was not accurately disclosed when the request was created, the refund may be limited to 50%.

2. Deposits Between Customer and Driver

In some cases, the assigned recovery operator (driver) may request a deposit directly from you.

Please note:

• TowMyCar does not collect or control deposits taken directly by drivers
• Any deposit agreement is strictly between you and the driver
• TowMyCar is not responsible for deposit disputes, refunds, or claims between customers and operators
• If incorrect information was provided and this affects the job, the driver may hold the deposit or adjust the job price accordingly

3. Customer Cancellation Policy

You may cancel your booking within 24 hours of confirmation.

If you cancel within 24 hours:

• You may be eligible for a refund (subject to review)

If you cancel after 24 hours:

• You may not be entitled to a refund
• Any deposit paid directly to the driver may be held
• Refund eligibility will be assessed based on job status and preparation work already completed

4. Job Price Adjustments

If the actual vehicle condition differs from the details provided in your request:

• The job price may be increased to reflect the correct recovery requirements
• The operator has the right to decline the job if conditions are unsafe or significantly different from the description

5. Final Decision

TowMyCar reserves the right to review booking data, communication records, and job details before determining refund eligibility.

All decisions made by TowMyCar regarding cancellations and refunds are final.