Terms of Service

1. About These Terms

1.1 Who We Are

These Terms of Service ("Terms") are a legally binding agreement between you and Getcovery Ltd ("Getcovery", "we", "us", or "our"), a company registered in England and Wales, with its registered address at Unit 5, 399-405 Oxford Street, Office 195, London W1C 2BU.

Getcovery operates a technology platform that connects customers who need vehicle recovery, breakdown assistance, or vehicle transport services with independent recovery and transport operators ("Service Providers"). Our platform is accessible via our website at getcovery.com and through our mobile applications (collectively, the "Platform").

1.2 What These Terms Cover

These Terms govern your access to and use of our Platform, whether you are:

• A customer booking vehicle recovery or transport services ("Customer");
• A business customer booking services on behalf of your organisation ("Business Customer"); or
• A visitor browsing our website.

Separate terms apply to Service Providers (drivers and recovery operators) who deliver services through our Platform. If you are a Service Provider, please refer to the Service Provider Agreement.

1.3 Acceptance of Terms

By accessing or using our Platform, creating an account, or placing a booking, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy (available at getcovery.com/privacy).

If you do not agree with any part of these Terms, you must not use our Platform.

1.4 Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email (if you have an account) or by a prominent notice on our Platform at least 30 days before the changes take effect. Your continued use of the Platform after the effective date constitutes acceptance of the updated Terms.

If you do not agree to the updated Terms, you should stop using the Platform and, if applicable, close your account.

2. Our Role as a Platform

Getcovery is a technology platform that facilitates connections between Customers and independent Service Providers. We are not a vehicle recovery company, a transport operator, or a fleet owner.

This means:

• We do not employ the drivers who perform recovery or transport services. Service Providers are independent operators or employees of their own companies.
• We do not own or operate the recovery vehicles used to perform services.
• The contract for the actual vehicle recovery or transport service is between you (the Customer) and the Service Provider who accepts your booking.
• We facilitate the booking, payment processing, real-time tracking, and communication between you and the Service Provider.

Our responsibilities are limited to operating the Platform, processing payments, and providing customer support. We do not guarantee the availability, quality, or timeliness of the physical recovery or transport service, although we take reasonable steps to ensure that all Service Providers on our Platform meet our verification standards.

3. Eligibility and Accounts

3.1 Eligibility

To use our Platform, you must:

• Be at least 18 years of age;
• Have the legal capacity to enter into a binding contract;
• Provide accurate and complete information when creating an account or placing a booking; and
• Not have been previously suspended or removed from our Platform.

3.2 Account Registration

You may browse our Platform and obtain quotes without creating an account. However, an account is required to access certain features such as booking history, saved addresses, and business features.

When creating an account, you must provide accurate information and keep it up to date. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account.

3.3 Business Accounts

If you register a Business Account on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms. The organisation is responsible for all bookings made through the Business Account, including payment obligations.

Business Account administrators may invite team members and assign roles. The administrator is responsible for managing access and ensuring that team members comply with these Terms.

4. Services and Booking

4.1 Service Types

Our Platform offers the following categories of vehicle recovery and transport services, subject to availability:

The specific services available to you depend on your location, the Service Providers available in your area, and the type of vehicle requiring service.

4.2 How Booking Works

The booking process consists of the following steps:

1. Vehicle Details: You provide your vehicle registration number (optional, for automatic lookup) or manually enter vehicle details, and select the service type.
2. Route and Location: You enter the pickup address and, where applicable, the dropoff address. Our Platform calculates the distance and displays the route.
3. Vehicle Condition: You indicate whether your vehicle is driveable (runner, non-runner, or not rolling) and optionally upload photographs.
4. Quote: Based on the information provided, our Platform generates one or more price quotes. Pricing is calculated algorithmically based on distance, vehicle type, service tier, and other factors. You may also opt for an Auction booking where Service Providers bid for your job.
5. Contact and Payment: You provide your contact details and select a payment method (full payment or deposit).
6. Review and Confirm: You review all booking details and confirm. Payment is authorised at this point (see Section 5 for payment terms).

4.3 Booking Confirmation

After you confirm your booking and payment is authorised:

• For ASAP bookings: Your job is immediately offered to available Service Providers in your area. We will notify you when a Service Provider accepts your job.
• For Scheduled bookings: Your job is offered to Service Providers at the appropriate time before your requested pickup window.
• For Auction bookings: Service Providers may submit competitive bids. You will be presented with the best available offer.

A binding agreement for the service is formed when a Service Provider accepts your booking and you receive a confirmation notification. Getcovery is not a party to this service agreement — it is between you and the Service Provider.

4.4 No Guarantee of Availability

While we make reasonable efforts to match you with an available Service Provider, we cannot guarantee that a Service Provider will accept your booking. If no Service Provider is available within a reasonable time, we will notify you and the payment authorisation will be automatically released.

4.5 Accurate Information

You are responsible for providing accurate information about your vehicle, its condition, and the pickup location. Inaccurate information (for example, describing a non-rolling vehicle as a runner) may result in the Service Provider being unable to complete the service, delays, additional charges, or cancellation of the booking.

5. Pricing and Payments

5.1 Pricing

All prices displayed on our Platform are in British Pounds Sterling (GBP). Getcovery Ltd is not currently registered for Value Added Tax (VAT). Prices shown do not include VAT. If we become VAT-registered in the future, prices will be displayed inclusive of VAT and this section will be updated accordingly.

Prices are calculated based on multiple factors including the distance between pickup and dropoff, the type and size of vehicle, the service category, the selected service tier, the time of booking (ASAP or scheduled), and whether the vehicle is driveable.

The price displayed at the Review and Confirm step is the price you will be charged, unless additional charges apply (see Section 5.4).

5.2 Payment Method

We accept payment by debit card and credit card through our secure payment processor, Stripe. All payment card information is collected and processed directly by Stripe. We never receive, store, or have access to your full card number or CVV.

When you confirm a booking, an authorisation hold is placed on your payment card for the full booking amount. This means the funds are reserved but not yet charged. The authorisation hold is captured (charged) when the Service Provider confirms delivery of your vehicle, or released (cancelled) if the booking is cancelled.

5.3 Payment Plans

Depending on the service type and amount, you may be offered the following payment options:

• Full Payment: The entire booking amount is authorised at the time of booking and captured upon delivery.
• Deposit Payment: A deposit is authorised at the time of booking, with the remaining balance due at a later stage.

5.4 Additional Charges

In certain circumstances, additional charges may apply:

• If the vehicle condition is materially different from what was described (for example, you indicated the vehicle was a runner but it is not rolling), the Service Provider may need to use different equipment, resulting in an adjusted price.
• Waiting time beyond the agreed pickup window may incur additional charges as specified by the Service Provider.
• Any additional charges will be communicated to you before they are applied, and you will have the opportunity to accept or decline.

5.5 Tipping

After your service is completed, you may optionally leave a tip for your Service Provider through the Platform. Tips are processed separately from the booking payment and are paid in full to the Service Provider. Getcovery does not take any commission or deduction from tips.

5.6 Invoices and Receipts

A receipt is automatically generated for each completed booking and is available to download from your booking details page. Business Customers may access invoices for all bookings made under their Business Account.

6. Cancellations and Refunds

6.1 Your Right to Cancel (Consumer Rights)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period for contracts entered into at a distance (i.e., online). However, this right does not apply to services that have already been fully performed with your prior express consent.

For vehicle recovery and transport services:

• If you have booked an ASAP service and a Service Provider has been dispatched, you acknowledge that the service begins immediately and you expressly consent to the service starting within the cancellation period. Your right to cancel under the Consumer Contracts Regulations is lost once the Service Provider arrives at the pickup location.
• For Scheduled bookings, you may cancel free of charge at any time before a Service Provider has been dispatched.

6.2 Cancellation by You

6.3 Cancellation by the Service Provider

If a Service Provider cancels after accepting your booking, we will immediately attempt to match you with an alternative Service Provider. If no alternative is available, the authorisation hold will be released in full and no charge will be applied.

6.4 Cancellation by Getcovery

We reserve the right to cancel a booking in the following circumstances:

• Suspected fraudulent activity on the account.
• Violation of these Terms.
• Circumstances beyond our reasonable control (see Section 12: Force Majeure).

If we cancel a booking, the authorisation hold will be released in full unless the cancellation is due to your breach of these Terms.

6.5 Refunds

Where a refund is due, it will be processed to your original payment method. Refund processing times depend on your card issuer and may take 5-10 business days to appear on your statement. The authorisation hold release is typically faster (1-3 business days).

6.6 Disputes

If you are dissatisfied with the service provided, please contact us at support@getcovery.com within 14 days of the service date. We will investigate the matter and, where appropriate, facilitate a resolution between you and the Service Provider. This does not affect your statutory rights under the Consumer Rights Act 2015.

7. Vehicle Condition and Photographs

7.1 Condition Documentation

To protect both Customers and Service Providers, our Platform requires photographic documentation of your vehicle's condition at two key points:

• At Pickup: The Service Provider will photograph your vehicle before loading or starting the recovery.
• At Delivery: The Service Provider will photograph your vehicle upon completion of the service.

These photographs are stored securely on our Platform and are used for dispute resolution and evidence purposes. They are automatically deleted after 90 days in accordance with our data retention policy.

7.2 Pre-Existing Damage

You should note any pre-existing damage to your vehicle before the service begins. The pickup photographs serve as a record of the vehicle's condition at the time of collection. If you believe that damage occurred during the service, the before-and-after photographs will be used to assess the claim.

8. Real-Time Tracking and Communication

8.1 GPS Tracking

Once a Service Provider accepts your booking, you can track the driver's location in real time through our Platform. This tracking is provided for your convenience and safety. The tracking feature uses GPS data transmitted from the Service Provider's device.

You may also generate a shareable tracking link to allow a third party (such as a friend or family member) to view your booking's live status. Shared tracking links expire after 24 hours and show only the driver's location and estimated arrival time, with the dropoff address hidden for privacy.

8.2 In-App Communication

Our Platform provides an in-app chat feature that allows you to communicate directly with your assigned Service Provider. This chat is the preferred method of communication during a booking. Chat messages are retained for 90 days for dispute resolution purposes and then automatically deleted.

You must not use the chat feature to share offensive, threatening, or illegal content. We reserve the right to suspend or terminate your access to the Platform if you breach this requirement.

8.3 Contact Information

Your telephone number is shared with the assigned Service Provider only after they accept your booking. Before acceptance, your name is masked to initials to protect your privacy. Please see our Privacy Policy for full details of how your personal data is handled.

9. Your Obligations

When using our Platform, you agree to:

• Provide accurate and complete information about yourself, your vehicle, and the service required.
• Ensure that the vehicle is accessible at the specified pickup location at the agreed time.
• Be present (or appoint a representative to be present) at the pickup location unless otherwise agreed.
• Inform the Service Provider of any known hazards or special conditions relating to the vehicle or the pickup/dropoff location.
• Ensure that the vehicle is legally yours or that you have the authority of the registered keeper to arrange its recovery or transport.
• Not use the Platform for any illegal purpose or to transport stolen vehicles.
• Not interfere with or disrupt the operation of the Platform.
• Not attempt to contact Service Providers outside the Platform to arrange services and bypass our payment system.
• Treat Service Providers with respect and courtesy.

10. Intellectual Property

All intellectual property rights in the Platform, including its design, branding, software, content, and documentation, belong to Getcovery Ltd or our licensors. You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for its intended purpose.

You may not copy, modify, distribute, sell, or create derivative works based on any part of the Platform without our prior written consent.

The Getcovery name, logo, and associated branding are trademarks of Getcovery Ltd. You may not use these marks without our prior written permission.

11. Limitation of Liability

11.1 Consumer Rights Preserved

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Any breach of the terms implied by Section 12 of the Sale of Goods Act 1979 (title and quiet possession);
• Any breach of the terms implied by Sections 9, 10, 11, and 12 of the Consumer Rights Act 2015 (quality, fitness for purpose, and description of digital content); or
• Defective products under the Consumer Protection Act 1987.

Your statutory rights as a consumer are not affected by these Terms.

11.2 Platform Liability

As a technology platform that connects Customers with independent Service Providers:

• We are not liable for the acts or omissions of Service Providers, including damage to your vehicle during recovery or transport, delays, or failure to provide the service.
• We are not liable for any loss arising from inaccurate information you provide (such as incorrect vehicle condition, wrong address, or inaccessible location).
• We are not liable for interruptions to the Platform caused by technical failures, maintenance, or circumstances beyond our control.

Where we are liable to you for any reason, our total aggregate liability shall not exceed the greater of (a) the amount you paid for the specific booking giving rise to the claim, or (b) one hundred pounds sterling (GBP 100.00).

11.3 Indirect Losses

To the maximum extent permitted by law, we are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, or loss of business opportunity, whether arising in contract, tort (including negligence), or otherwise.

11.4 Service Provider Liability

Disputes about the physical service (vehicle damage, delays, quality of service) are between you and the Service Provider. We will assist in facilitating resolution where possible, but we are not a party to the contract for the physical service and accept no liability for its performance.

Service Providers are required to maintain appropriate insurance coverage as a condition of operating on our Platform. You may request evidence of insurance from the Service Provider through our customer support.

12. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, extreme weather conditions, or acts of God.
• Pandemics, epidemics, or public health emergencies.
• War, terrorism, civil unrest, or government action.
• Power failures, internet or telecommunications outages.
• Strikes, industrial disputes, or labour shortages.
• Failure or disruption of third-party services on which our Platform depends (such as cloud hosting, payment processing, or mapping services).

If a force majeure event continues for more than 30 days, either party may terminate the affected booking, and any authorisation hold will be released.

13. Suspension and Termination

13.1 Suspension of Your Account

We may suspend your access to the Platform immediately if:

• We reasonably believe you have breached these Terms.
• We detect or suspect fraudulent, abusive, or illegal activity.
• We are required to do so by law or regulatory authority.
• Your account has been compromised and we need to protect your data.

We will notify you of the suspension and the reasons for it (unless prohibited by law) and give you the opportunity to address the issue.

13.2 Termination by You

You may close your account at any time by using the account deletion feature in the Platform, or by emailing support@getcovery.com. Upon account closure, any active bookings will be handled in accordance with Section 6 (Cancellations).

13.3 Termination by Us

We may terminate your account if:

• You materially breach these Terms and fail to remedy the breach within 14 days of our notice.
• Your account has been suspended for more than 90 days.
• We decide to discontinue the Platform or a material part of it (in which case we will give you at least 30 days' notice).

13.4 Effect of Termination

Upon termination, your right to use the Platform ceases immediately. Clauses that by their nature should survive termination (including Sections 5.6, 6.5, 6.6, 7, 10, 11, 14, 15, and 16) shall continue to apply.

14. Privacy and Data Protection

Your privacy is important to us. Our collection and use of personal data is governed by our Privacy Policy, available at getcovery.com/privacy. By using the Platform, you acknowledge that you have read our Privacy Policy.

Key points:

• We process your personal data in accordance with the UK GDPR and Data Protection Act 2018.
• We never sell your personal data to third parties.
• You have the right to access, correct, and delete your personal data.
• Payment card data is processed exclusively by Stripe and never enters our systems.
• GPS tracking data is retained for 90 days and then automatically deleted.

For full details, please review our Privacy Policy and Cookie Policy.

15. Governing Law and Dispute Resolution

15.1 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you also benefit from the mandatory protections of the laws of your country of residence.

15.2 Jurisdiction

Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, you may also bring proceedings in the courts of your country of residence.

15.3 Alternative Dispute Resolution

If you are a consumer and we are unable to resolve a dispute directly, you may be able to use an alternative dispute resolution (ADR) provider. The European Commission's Online Dispute Resolution platform is no longer available for UK consumers following Brexit. However, you may contact Citizens Advice (citizensadvice.org.uk) for guidance on your options.

We are committed to resolving disputes fairly and will always attempt to reach an amicable resolution before formal proceedings.

16. General Provisions

16.1 Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Getcovery in relation to your use of the Platform. They supersede all prior agreements, understandings, and representations.

16.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be amended to the minimum extent necessary to make it valid and enforceable. If it cannot be amended, it shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorised representative of Getcovery.

16.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to a successor entity in connection with a merger, acquisition, or sale of all or substantially all of our assets, provided that the successor agrees to be bound by these Terms.

16.5 Third-Party Rights

These Terms do not confer any rights on any person other than you and Getcovery. No third party has the right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

16.6 Notices

All notices under these Terms should be sent to:

Getcovery Ltd
Unit 5, 399-405 Oxford Street, Office 195, London W1C 2BU
Email: legal@getcovery.com

Notices to you will be sent to the email address associated with your account, or posted on the Platform.

17. Contact Us

If you have any questions about these Terms, please contact us:

Getcovery Ltd
Unit 5, 399-405 Oxford Street, Office 195, London W1C 2BU

General Enquiries: support@getcovery.com
Legal Enquiries: legal@getcovery.com
Data Protection: dpo@getcovery.com
Website: getcovery.com