This Refund & Cancellation Policy applies to all services provided by Vertex Recovery Services (“we”, “us”, “our”).

 

It explains how cancellations, refunds, call-out charges, and no-show situations are handled.

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By requesting, booking, or paying for a service, you agree to this policy together with our Terms & Conditions, Booking & Service Terms, and Service Charges & Operational Policy.

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1. Services Covered

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This policy applies to all services we provide, including:

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• Vehicle recovery and roadside assistance

• Jump starts and non-start assistance

• A-to-B vehicle transport

• Auction or dealership collections

• Emergency or priority call-outs

• Any related vehicle movement or support service

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2. Upfront Payment Requirement

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2.1 Full payment is required in advance to secure a booking unless agreed otherwise in writing.

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2.2 Once payment is received, operational time, scheduling, and driver allocation are committed, which affects refund eligibility.

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3. Customer Cancellations

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Before dispatch

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3.1 If cancellation occurs before a driver is dispatched, a full or partial refund may be offered at our discretion, minus any:

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• Non-recoverable payment processing fees

• Administrative time already spent arranging the booking

After dispatch or arrival

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3.2 If cancellation occurs after a driver has been dispatched or has arrived, the booking becomes non-refundable, and a call-out charge applies.

No-show or inaccessibility

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3.3 No refund will be provided where:

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• The customer is not present

• The vehicle is not at the stated location

• The vehicle is blocked, locked, or inaccessible

• Keys are unavailable without prior agreement

• Incorrect details were provided

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In these cases, full payment may be retained to cover operational costs.

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4. Incorrect or Incomplete Information

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4.1 Quotes rely entirely on the information provided by the customer.

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4.2 If the real situation differs (vehicle size, condition, access, or location), we may:

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• Apply additional charges before continuing, or

• Cancel the service with no refund where completion is not possible.

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5. Failure to Complete Due to External Factors

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Refunds are not provided where service cannot be completed due to circumstances outside our control, including:

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• Unsafe or restricted access

• Delivery location refusal

• Parking or legal restrictions

• Weather, traffic, or road incidents

• Mechanical condition of the vehicle preventing safe loading

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6. When Refunds May Be Issued

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Refunds may be issued where:

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• We are unable to provide the agreed service due to our fault

• A duplicate or incorrect payment has been made

• A clear operational error has occurred on our part

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All refunds are assessed case-by-case.

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7. Non-Refundable Situations

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Refunds will not be issued for:

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• Call-out charges after dispatch

• Completed or partially completed services

• Customer cancellation after arrival

• Delays outside our control

• No-shows or inaccessible vehicles

• Incorrect information supplied by the customer

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8. Emergency, Priority & Out-of-Hours Bookings

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8.1 Emergency, priority, late-night, or out-of-hours services involve immediate resource allocation.

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8.2 Once dispatched for these services, no refund will be issued.

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9. Refund Method and Processing Time

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9.1 Approved refunds will be returned using the original payment method where possible.

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9.2 Refunds are typically processed within 5–10 working days, depending on the payment provider.

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9.3 Cash payments, where accepted, may be refunded via bank transfer.

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10. Chargebacks and Payment Disputes

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10.1 Initiating a card chargeback without valid legal grounds may be treated as a breach of contract.

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10.2 We reserve the right to:

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• Dispute the chargeback using booking confirmations, messages, dispatch logs, and service records

• Recover unpaid sums and reasonable associated costs through lawful means

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11. Statutory Rights

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Nothing in this policy removes or limits your legal rights under UK consumer law.

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12. Contact

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Vertex Recovery Services
Email: hello@vertexrecovery.co.uk
Phone: 07399 657345