Terms and Conditions

1. About These Terms

These Terms and Conditions ("Terms") govern your access to and use of the RSA Recovery website (rsarecovery.co.uk), mobile apps and related services (the "Services"). RSA Recovery ("we", "us", "our") provides a platform that connects people who need vehicle recovery, mobile tyre fitting, wrong-fuel fix, jump-start and similar roadside help ("Users") with independent or company-based service providers ("Providers").

Company name: RSA Recovery
Registered address: [Address]
Company number: [Number]
Contact: [support email address]

By creating an account or using the Services you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Services.

2. Our Role

We provide the technology that lets Users request, track and pay for services. [Choose one and delete the other: (A) We act as agent for Providers, and the contract for the roadside service is between you and the Provider. (B) We supply the services ourselves through subcontractors, and the contract is between you and us.] Providers are responsible for how they carry out the service, including the safe handling of your vehicle.

3. Changes to the Terms and the Services

We may update these Terms from time to time. We will post the new version here and, for material changes, notify you in the app or by email. If you keep using the Services after the change takes effect, you accept the updated Terms. Extra terms may apply to specific services or promotions; if they conflict with these Terms, the extra terms apply to that service or promotion.

4. Your Account

You must be 18 or over to hold an account.
You must give accurate, complete and current information, including your name, address, mobile number and a valid payment method, and keep it up to date.
You are responsible for all activity under your account and must keep your login details secure. Tell us at once if you think someone else has accessed your account.
You may not let others use your account or transfer it to anyone else.
We may ask you to verify your identity. If you refuse, we may restrict or refuse access.

5. Requesting a Service

You must give an accurate location, vehicle details and description of the problem. Wrong information (for example, the wrong fuel type or vehicle weight) may lead to delays or extra charges.
You must be present, or have an authorised adult present, at pick-up and drop-off, and confirm the vehicle is yours or that you have the owner's permission.
You must tell the Provider about any valuables, damage or hazards, and remove personal belongings where possible.
Arrival times shown in the app are estimates, not guarantees. Traffic, weather and demand can affect them.
We or the Provider may decline or stop a job if it is unsafe, unlawful or not what was requested.

6. Prices and Payment

Prices, or a price estimate, are shown before you confirm a request. Final charges may change if the job differs from what you described (for example, extra distance, waiting time, winching or a different vehicle type). We will tell you before the extra cost is incurred where we can.
Prices include VAT where it applies.
Payment is taken using your chosen payment method once the service is completed, unless we tell you otherwise. A receipt is sent by email.
If your main payment method fails, we may use another method on your account.
Card payments are handled by a third-party payment processor. We do not store your full card details.
If you dispute a charge, contact us within 30 days at [support email address] and we will investigate.
Tips, if any, are optional and go to the Provider.

7. Cancellations and Refunds

Emergency and same-day services. If you ask for a service to start immediately, you ask us to begin straight away and you may lose your 14-day right to cancel once the service is fully performed. If you cancel after starting, you must pay for what has been done up to that point.
Cancelling before a Provider is on the way: free of charge.
Cancelling after a Provider has been dispatched: a cancellation fee of [amount] may apply to cover the Provider's time and travel, shown to you before you confirm.
Scheduled bookings: you can cancel free of charge up to [number] hours before the booked time.
No-shows: if the Provider arrives and cannot reach you or the vehicle, a call-out fee may apply.
If a service is not carried out with reasonable care and skill, you may be entitled to a repeat service or a refund. This does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

7A. Your Legal Rights

Nothing in these Terms limits your legal rights as a consumer. For example, services must be provided with reasonable care and skill, and you may be entitled to a remedy if they are not.

Promo codes may be redeemed for account credit or discounts. They:

may be used only by the intended audience, for their intended purpose and in line with their own terms;
may not be copied, sold, transferred or published without our written permission;
have no cash value and may expire;
may be withdrawn at any time, and we may cancel credits obtained by error, fraud or breach of these Terms.

9. Your Conduct

You agree to follow all applicable laws and to:

treat Providers and our staff with respect and not harass, threaten or discriminate against anyone;
not cause damage to property, or interfere with the Services;
not use the Services for any unlawful purpose or give false or fraudulent requests;
not attempt to bypass the platform to avoid fees.

We may suspend or close your account if you break these Terms or put others at risk.

10. Your Content

You may submit reviews, ratings, photos, comments and other content ("User Content"). You keep ownership of it, but you give us a non-exclusive, worldwide, royalty-free licence to use, store, reproduce and display it to run, improve and promote the Services. You confirm that you have the right to submit it and that it does not infringe anyone else's rights or break the law. Content must not be defamatory, abusive, obscene, unlawful or misleading. We may review, remove or refuse any content at our discretion.

11. Licence and Restrictions

We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use our apps and content for your own non-commercial use. You must not:

remove copyright, trademark or other notices;
copy, modify, distribute, sell, lease or create derivative works from the Services;
reverse engineer, decompile or attempt to extract source code, except where the law allows;
scrape, data-mine or overload the Services, or try to gain unauthorised access to our systems;
link to, frame or mirror any part of the Services without our permission.

12. Ownership

The Services, including the software, designs, logos, names and trademarks, belong to us or our licensors. These Terms do not give you any rights in them beyond the licence above.

13. Network Access and Devices

You are responsible for your own device, mobile data and internet connection, and for any charges from your network provider. We do not promise that the Services will work on every device or be free of interruptions or errors.

14. Providers, Claims and Insurance

If there is an incident, dispute or damage claim involving you and a Provider, we may share the information that is needed (including your contact details) with the other party, an insurer or a claims handler to resolve it. Please report any damage or loss to the Provider and to us as soon as possible, and no later than [number] days after the service, with photos where you can.

15. Our Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded by law.

Subject to that:

we are not liable for loss that was not a reasonably foreseeable result of our breach;
we are not liable for business losses, loss of profit or loss of opportunity, as the Services are for personal use;
where a Provider is responsible for damage to your vehicle, your claim is against that Provider and their insurance, and we will help you make it where we reasonably can;
subject to the points above, our total liability to you for any claim related to a service is limited to the amount you paid for that service.

16. Suspension and Termination

You may close your account at any time by contacting us. We may suspend or end your access if you breach these Terms, if we suspect fraud or misuse, to protect safety, or if the law requires. We may also change or stop offering any part of the Services, and we will give reasonable notice where practicable. Ending your account does not affect charges already due.

17. Complaints

If you are unhappy with any part of our service, tell us at [support email address] and we will aim to reply within [5] working days and resolve the matter within [30] days.

18. General

Transfer. You may not transfer these Terms to anyone else. We may transfer them to an affiliate, or to a buyer of or successor to our business, as long as your rights are not reduced.
Severability. If any part of these Terms is found to be invalid or unenforceable, the rest remains in force.
No waiver. If we do not enforce a right straight away, that does not mean we have given it up.
Entire agreement. These Terms, together with our Privacy Policy and any extra terms that apply, are the whole agreement between you and us about the Services.
Third parties. Only you and we can enforce these Terms.
Governing law. These Terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, unless you live in Scotland or Northern Ireland, in which case you may also bring a claim in your local courts.

19. Contact Us

RSA Recovery Email: [support email address] Contact form: https://rsarecovery.co.uk/contact_us