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About this policy
This policy explains what you pay if you cancel a recovery and how refunds work. It forms part of our Terms and Conditions.
1. How to cancel
Press Cancel on your recovery page, or call us on 07778 348703. Before you confirm, you are shown exactly what you pay and what you get back.
2. What you pay if you cancel
This applies whether you have paid already or agreed to pay after the job. If you pay by bank transfer, the same cancellation charges apply.
- 12 hours or more before the booked time: £25
- Less than 12 hours before, or a booking for straight away: The call-out charge
- Once our truck is on its way to you: The call-out charge plus the miles there and back, never more than your full price
- Once our truck has reached you: The recovery can no longer be cancelled. The full price is due
If you have paid more than this, we refund the rest. If you have paid less, or nothing yet, you pay the difference. If we agreed you would pay after the job, you still pay the amount shown above.
3. If we cancel
If we have to cancel a confirmed booking, you get back everything you paid.
4. How refunds are paid
We send any refund within 24 hours, the same way you paid. Your bank or payment provider decides how long it takes to reach you. Card, Apple Pay, Google Pay, Klarna and Clearpay refunds can take up to 10 working days. For a bank transfer, we may ask for your account details so we can pay it back safely.
5. After the job
A completed recovery cannot be refunded because you changed your mind. If you think the job was not done properly, tell us straight away. See Complaints in our Terms and Conditions.
6. Your legal rights
The 14-day cancellation period under the Consumer Contracts Regulations does not apply to a recovery booked for a set date and time, or to a recovery you ask us to carry out straight away. Our cancellation charges above apply instead. Nothing in this policy takes away your other rights under UK consumer law.
Last updated: 9 November 2026.
