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RecoBuddy Cancellation & Refund Policy
Last Updated
14-06-2026
1. Introduction
This Cancellation & Refund Policy explains how cancellations, refunds, failed bookings, driver cancellations, customer cancellations and payment reviews are handled on RecoBuddy.
This policy applies to customers, users, business users, drivers, recovery providers, transport providers and any other person or business using the RecoBuddy platform.
By using RecoBuddy, posting a job, accepting a quote, submitting a quote, confirming a booking or completing a job, you agree to this Cancellation & Refund Policy.
This policy should be read together with our Terms and Conditions, Commissions & Payments Terms, Driver Agreement, Privacy Policy and any other policies shown in the RecoBuddy app or website.
2. About RecoBuddy
RecoBuddy is a technology platform that connects customers, businesses and trade users with independent recovery and vehicle transport providers.
RecoBuddy does not usually carry out vehicle recovery or transport services directly.
Drivers and providers using RecoBuddy are independent service providers. They are responsible for completing the jobs they quote for and accept.
RecoBuddy provides the platform, booking tools, quote system, payment processing support, communication tools, tracking features and support functions.
3. No Customer Platform Fee
RecoBuddy does not charge customers or standard users a platform fee, booking fee, service fee or commission.
Customers only pay the quote they choose to accept.
The amount shown to the customer at booking is the accepted provider quote.
Any RecoBuddy commission or platform charge is deducted from the driver or provider payout where applicable, unless a separate written agreement states otherwise.
4. Cancelling Before Accepting a Quote
Customers can cancel a job request at any time before accepting a quote.
If no quote has been accepted and no booking has been confirmed, no payment will usually be taken and no cancellation fee will usually apply.
Cancelling a job request before accepting a quote means providers will no longer be able to quote for that job.
5. Cancelling After Accepting a Quote
Once a customer accepts a quote, a booking may be created between the customer and the chosen driver or provider.
If the customer cancels after accepting a quote, a cancellation fee may apply depending on the circumstances.
A cancellation fee may apply where the driver or provider has already:
* Accepted the job
* Reserved time for the job
* Started travelling to the pickup location
* Arrived at the pickup location
* Incurred fuel, time or operating costs
* Turned down other work because of the booking
* Begun carrying out the service
Any cancellation fee should be fair, reasonable and proportionate to the circumstances.
6. Cancellation Fee Review
Cancellation fees are not intended to be penalties.
Where a cancellation fee applies, RecoBuddy may review the circumstances before deciding whether a fee should be charged, refunded, reduced or paid to the driver or provider.
RecoBuddy may consider:
* When the cancellation was made
* Whether the driver had already started travelling
* Whether the driver had arrived
* Whether the driver had incurred costs
* Whether the customer provided incorrect information
* Whether the vehicle, keys or access were unavailable
* Whether the cancellation was caused by the customer
* Whether the cancellation was caused by the driver
* Whether the job was urgent or time-sensitive
* Any evidence provided by the customer or driver
RecoBuddy may request evidence from either party before making a decision.
7. Driver or Provider Cancellation
Drivers and providers should only accept jobs they are able and willing to complete.
If a driver or provider cancels after a booking has been confirmed, RecoBuddy may:
* Notify the customer
* Help the customer repost the job
* Attempt to help the customer find another provider
* Refund the customer where appropriate
* Review the driver or provider account
* Reduce the driver or provider visibility
* Issue a warning
* Suspend or remove the driver or provider from the platform
If the customer has paid and the driver or provider cancels before completing the job, the customer will usually be entitled to a refund, unless there are exceptional circumstances.
8. Customer No-Show or Unavailable Vehicle
If a driver or provider attends the pickup location and the customer, vehicle, keys or required access are not available, this may be treated as a customer cancellation.
In these circumstances, a cancellation fee, waiting time charge or partial payment may apply.
Examples include:
* Customer not present
* Keys not available
* Vehicle not at the pickup location
* Vehicle blocked in
* Incorrect pickup address
* No access to the vehicle
* Pickup contact unavailable
* Customer refuses the service without valid reason
The driver or provider may be asked to provide evidence, including arrival time, location details, photos, messages or other relevant information.
9. Waiting Time
Drivers and providers may charge reasonable waiting time where they are delayed due to circumstances outside their control.
Waiting time may apply where:
* The customer is late
* The pickup contact is unavailable
* The drop-off contact is unavailable
* The vehicle is not ready
* Keys are not available
* Access is delayed
* The address is incorrect
* There are garage, auction, compound or business site delays
Waiting time charges must be reasonable and may need to be supported by evidence.
Where possible, waiting time should be agreed through RecoBuddy before being added.
10. Incorrect Job Information
Customers are responsible for providing accurate job details when posting a request.
This includes accurate information about:
* Vehicle location
* Drop-off location
* Vehicle registration
* Vehicle make and model
* Vehicle condition
* Whether the vehicle runs and drives
* Whether keys are available
* Access restrictions
* Vehicle weight, size or special requirements
* Pickup and drop-off contact details
If incorrect or incomplete information causes additional cost, delay or wasted attendance, the customer may be responsible for additional charges, cancellation charges or waiting time.
11. Additional Charges
Additional charges may apply if the job is materially different from the details provided when the quote was accepted.
Examples include:
* Vehicle listed as running but is a non-runner
* Vehicle requires winching
* Vehicle has no keys
* Vehicle is blocked in
* Vehicle is accident damaged
* Vehicle is larger or heavier than stated
* Pickup or drop-off location is incorrect
* Additional mileage is required
* Specialist equipment is required
* Extra waiting time is caused
Additional charges must be reasonable and clearly explained.
Where possible, additional charges should be agreed through RecoBuddy before extra work is carried out.
12. Refund Eligibility
A customer may be eligible for a full or partial refund where:
* The driver or provider cancels before completing the job
* The driver or provider fails to attend
* The job is not completed
* The customer is charged incorrectly
* A duplicate payment is taken
* The wrong amount is charged
* The booking cannot be fulfilled
* RecoBuddy determines that a refund is fair and appropriate
* A refund is required by law
Refunds are reviewed on a case-by-case basis.
13. When Refunds May Not Be Available
A refund may not be available, or may only be available in part, where:
* The job was completed as agreed
* The customer cancels after the driver has started travelling
* The customer cancels after the driver has arrived
* The customer provides incorrect job details
* The customer, vehicle, keys or access are unavailable
* The customer refuses the service without valid reason
* The driver has incurred reasonable costs
* The customer arranges the job privately outside RecoBuddy
* The issue was caused by the customer
* The refund request is unsupported or unreasonable
RecoBuddy will review the available evidence before deciding whether a refund is due.
14. Partial Refunds
RecoBuddy may issue a partial refund where only part of the service was affected.
A partial refund may be considered where:
* Part of the job was completed
* The service was completed but there was a valid issue
* The customer and provider agree a reduced amount
* Additional charges were applied incorrectly
* A goodwill refund is approved
* A cancellation fee should be reduced
* RecoBuddy decides a partial refund is fair
If the driver or provider is responsible for the issue, RecoBuddy may deduct the refunded amount from the driver or provider payout.
15. Completed Jobs
If a job has been completed as agreed, the customer will not usually be entitled to a refund.
A job may be treated as completed where:
* The vehicle has been recovered
* The vehicle has been transported
* The vehicle has been delivered to the agreed location
* The agreed service has been carried out
* The customer or authorised contact has accepted completion
* The driver or provider has provided completion evidence
If there is a problem with a completed job, the customer should contact RecoBuddy support as soon as possible.
16. Problems With Completed Jobs
If a customer believes there was a problem with a completed job, they should contact RecoBuddy support and provide details.
Examples include:
* Vehicle delivered late
* Poor communication
* Incorrect drop-off
* Damage concern
* Driver conduct issue
* Unexpected extra charge
* Service not completed as agreed
RecoBuddy may review the job details, messages, tracking information, photos, driver updates and any other relevant evidence.
RecoBuddy may decide to offer a full refund, partial refund, goodwill credit, no refund or another resolution depending on the circumstances.
17. Vehicle Damage Claims
If a customer believes their vehicle has been damaged during recovery or transport, they should report the issue to RecoBuddy support as soon as possible.
The customer should provide:
* Job reference
* Vehicle registration
* Description of the issue
* Photos before and after the job, where available
* Any relevant messages
* Any delivery notes or inspection records
* Any supporting evidence
RecoBuddy may ask the driver or provider to respond and provide their own evidence.
Drivers and providers are responsible for maintaining appropriate insurance for the services they offer.
RecoBuddy may help review the issue, but responsibility for damage may sit with the independent driver or provider who carried out the job.
18. Refund Request Timeframe
Customers should raise refund requests as soon as possible after the issue occurs.
Where possible, refund requests should be submitted within 7 days of the job date.
RecoBuddy may still review refund requests submitted after this period, but delayed reports may make it harder to verify the issue.
19. How to Request a Refund
To request a refund, customers should contact RecoBuddy support through the app, website or official support channel.
Customers should include:
* Job ID or booking reference
* Name and contact details
* Vehicle registration
* Date of booking
* Amount paid
* Reason for the refund request
* Any supporting evidence
* Photos, messages or documents where relevant
RecoBuddy may ask for further information before making a decision.
20. Refund Processing Time
If a refund is approved, RecoBuddy will process the refund through the original payment method where possible.
Refund processing times may vary depending on:
* Payment provider processing times
* Customer bank processing times
* Card issuer timescales
* Fraud or compliance checks
* Whether a chargeback or dispute is active
Refunds may take several working days to appear in the customer’s account after processing.
21. Chargebacks and Payment Disputes
If a customer raises a chargeback or payment dispute with their bank, card issuer or payment provider, RecoBuddy may provide evidence to the payment provider.
Evidence may include:
* Booking details
* Accepted quote
* Payment confirmation
* In-app messages
* Driver updates
* Tracking information
* Collection evidence
* Delivery evidence
* Photos
* Completion records
* Support messages
Customers, drivers and providers must cooperate with RecoBuddy during payment dispute investigations.
If a chargeback is successful and the driver or provider was responsible for the issue, RecoBuddy may recover the disputed amount from the driver or provider payout.
22. Off-Platform Arrangements
All bookings and payments for jobs arranged through RecoBuddy must remain on the RecoBuddy platform unless RecoBuddy gives written permission otherwise.
Drivers must not ask customers to cancel and pay privately.
Customers must not ask drivers to complete RecoBuddy jobs privately outside the platform.
Off-platform arrangements may result in:
* Loss of platform support
* Loss of payment protection
* No refund support from RecoBuddy
* Account warnings
* Account suspension
* Driver payout holds
* Removal from RecoBuddy
Because RecoBuddy does not charge customers a platform fee, booking fee or commission, customers should not be asked to move payment outside the app to avoid fees.
23. Emergency and Same-Day Jobs
Some RecoBuddy jobs may be urgent, same-day or emergency-style requests.
Where a customer asks for the service to begin quickly, the driver or provider may start travelling or preparing shortly after the booking is accepted.
If the customer cancels after the driver or provider has started travelling or preparing for the job, a cancellation fee or partial payment may apply.
This is to cover reasonable time, fuel and costs already incurred by the driver or provider.
24. Customer Cooling-Off Rights
Where applicable, customers may have legal rights to cancel certain distance contracts within a cooling-off period.
However, recovery and transport jobs may be time-sensitive, urgent or requested to begin before the end of any cooling-off period.
Where the customer asks for the service to begin quickly or within any applicable cancellation period, the customer may be responsible for paying for services already provided or reasonable costs already incurred.
Nothing in this policy removes any statutory rights a customer may have under applicable law.
25. Business Users and Trade Jobs
Business users, dealerships, traders, garages, bodyshops, auction buyers, fleet operators and other commercial users may use RecoBuddy to arrange recovery and transport jobs.
Unless a separate written agreement states otherwise, this Cancellation & Refund Policy applies to business users.
Business users are responsible for ensuring that job details are accurate and that vehicles, keys, documents and access are available at the agreed time.
Trade jobs may be subject to additional requirements, including auction collection deadlines, site access rules, gate passes, customer handover instructions or business-specific arrangements.
26. Driver and Provider Payouts After Cancellation
If a booking is cancelled, RecoBuddy may decide whether the driver or provider is entitled to any payout.
RecoBuddy may consider:
* Whether the driver accepted the job
* Whether the driver started travelling
* Whether the driver arrived
* Whether the driver incurred costs
* Whether the customer caused the cancellation
* Whether the driver caused the cancellation
* Whether the job was completed in part
* Whether evidence supports the payout
* Whether a refund is due to the customer
RecoBuddy may release, reduce, hold or cancel the driver payout depending on the circumstances.
27. Refused Service
A driver or provider may refuse to complete a job where there is a genuine safety, legal, insurance or practical reason.
Examples may include:
* Unsafe location
* Unsafe vehicle condition
* Incorrect vehicle details
* Vehicle too large or heavy for the equipment
* No legal right to move the vehicle
* No keys where keys are required
* Dangerous access
* Abusive behaviour
* Job materially different from the details provided
If service is refused for a valid reason caused by incorrect customer information or customer conduct, a cancellation fee or partial charge may apply.
If service is refused without valid reason, the customer may be entitled to a refund.
28. Abusive or Unsafe Behaviour
RecoBuddy expects customers, drivers and providers to behave professionally and respectfully.
RecoBuddy may cancel a booking without refund, or with only a partial refund, where a customer engages in abusive, threatening, unsafe, fraudulent or unlawful behaviour.
RecoBuddy may also suspend or remove any user, driver or provider who behaves inappropriately or breaches platform rules.
29. Duplicate or Accidental Payments
If a customer believes they have been charged twice or charged incorrectly, they should contact RecoBuddy support as soon as possible.
RecoBuddy will review the payment records and, where an incorrect or duplicate payment is confirmed, process a refund.
30. Promotional Codes and Discounts
If a promotional code, discount or credit was used on a booking, any refund may reflect the discounted amount actually paid.
Promotional credits may not be refundable as cash unless required by law or confirmed by RecoBuddy.
RecoBuddy may withdraw or refuse promotions that are misused, expired or used in breach of promotional terms.
31. Evidence Used in Cancellation and Refund Decisions
RecoBuddy may rely on platform records and evidence when reviewing cancellations and refunds.
This may include:
* Job details
* Quote details
* Accepted quote
* Payment record
* Driver location updates, where available
* Tracking information
* Messages
* Photos
* Uploaded documents
* Support tickets
* Driver status updates
* Customer status updates
* Admin notes
* Completion evidence
Users agree that RecoBuddy may review this information where reasonably necessary to resolve cancellation, refund, payment or support issues.
32. Final Decision
RecoBuddy will review cancellation and refund requests fairly based on the information available.
Where RecoBuddy is not the service provider, the independent driver or provider may also be involved in the review.
RecoBuddy may decide to:
* Approve a full refund
* Approve a partial refund
* Decline a refund
* Apply a cancellation fee
* Reduce a cancellation fee
* Release payment to the driver
* Hold payment pending further review
* Request more evidence
* Offer another reasonable resolution
33. Contact Us
For cancellation or refund queries, please contact RecoBuddy support through the app or website.
You can also contact us at:
Email: admin@recobuddy.co.uk
Website: www.recobuddy.co.uk
Please include your job ID or booking reference so we can review your request more quickly.
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34. Changes to This Policy
RecoBuddy may update this Cancellation & Refund Policy from time to time.
Where changes are material, RecoBuddy will aim to provide notice through the app, website, email or another appropriate method.
Continued use of RecoBuddy after the updated policy takes effect means you accept the updated policy.
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35. Summary
RecoBuddy aims to keep cancellations and refunds clear, fair and practical.
Customers can cancel job requests before accepting a quote without usually being charged.
After a quote is accepted, cancellation fees or partial charges may apply if the driver or provider has already incurred time, travel or costs.
RecoBuddy does not charge customers a platform fee, booking fee or commission.
RecoBuddy connects customers with independent recovery and transport providers, and all bookings and payments should stay inside the platform so RecoBuddy can provide records, support and protection where possible.