Terms & Conditions

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RECO Swift Recovery Limited

These Terms and Conditions set out the basis on which RECO Swift Recovery Limited ("we", "us", "our") provides vehicle recovery, towing, roadside repair, and related services. By requesting, booking, or accepting our services, you agree to be bound by these Terms.

1. Services

We provide on-demand vehicle recovery and towing services, and where possible, roadside repair services. We aim to attend as quickly as possible, including within minutes where availability allows, but any arrival or response time is an estimate only and is not guaranteed.

2. Roadside repair

Where possible and safe to do so, we may attempt a roadside repair before arranging recovery or towing. A roadside repair will only be attempted if, in our reasonable opinion, the fault can be addressed safely at the location, the vehicle is in a safe position, and the conditions allow us to work safely.

We do not guarantee that a roadside repair will be possible, appropriate, or successful. We are not required to attempt a repair if we believe it would be unsafe, impractical, or beyond our available equipment, training, or parts. If a roadside repair cannot be completed, we may recommend or provide recovery or towing instead.

3. Pricing

Our job cost may include a call-out fee, mileage fee, service fee, and minimum hourly rate, and these will be treated as included within the total job cost quoted to you. Any quotation is based on the information you provide at the time of booking. If the vehicle, location, access, distance, waiting time, fault, or recovery method differs from what was described, we may revise the price accordingly.

4. Deposits and payments

We may require a deposit before attending or starting work. Any deposit paid is non-refundable, except where a refund is required by law. Any cancellation charge or deposit retention will be based on our reasonable costs and losses, and we will not apply unfair or excessive charges.

Unless otherwise agreed, the remaining balance is due on completion of the service. We may require payment before releasing a vehicle, before continuing work, or before dispatching in certain circumstances. Payment card and bank details are handled in accordance with Section 16 (Payment Security) below.

5. Customer obligations

You must provide accurate information about the vehicle, exact location, fault, access restrictions, and any known hazards. You must ensure the vehicle is accessible and that it is safe and lawful for us to attend. You are responsible for removing valuables and personal belongings before recovery or repair begins.

6. Safety and refusal of service

We may refuse, pause, or stop work if the vehicle is unsafe, the roadside location is hazardous, weather or traffic conditions create a risk, or the vehicle requires specialist equipment that we do not have available. Roadside recovery and repair involve significant risk from other road users, so we will only work where safe systems of work can be used.

We may also refuse to work where the vehicle is in a live lane, on a motorway, on a hard shoulder we consider unsafe, or in any other location where attendance would expose our staff, you, or others to unreasonable risk.

7. Roadside repair limitations

Any roadside repair is provided on a best-efforts basis. It may be temporary only, and may not permanently resolve the issue. We do not undertake a full vehicle inspection or guarantee that a repaired vehicle is roadworthy unless we expressly confirm this in writing. If a repair requires parts, specialist tools, further diagnosis, or workshop facilities, additional charges may apply or recovery may be needed.

8. Cancellations

If you cancel after we have accepted the booking, dispatched a driver, or arrived at the scene, you may be charged a cancellation fee or the full job cost where reasonable and lawful. If a deposit has been paid, it will not be refunded unless required by law. Any cancellation fee will reflect our actual losses and reasonable costs connected with the booking.

9. Delays and availability

We will use reasonable efforts to attend promptly, but we are not responsible for delays caused by traffic, road closures, weather, accidents, police instructions, mechanical breakdown of our vehicles, or any event outside our reasonable control. If a delay occurs, we will try to keep you informed and attend as soon as reasonably possible.

10. Standard of service

We will provide our services with reasonable care and skill, as required by law. If you believe our service has fallen below that standard, notify us as soon as possible so we can review the matter fairly. Nothing in these Terms affects your statutory rights.

11. Liability

We are not responsible for pre-existing damage, mechanical failure not caused by us, loss of earnings, loss of use, or loss of items left in the vehicle, except where caused by our negligence or where liability cannot lawfully be excluded. To the fullest extent permitted by law, our total liability for any claim will be limited to the amount paid for the relevant service.

12. Third-party operators

We may use subcontractors or partner recovery operators to complete all or part of the service. Where we do, we remain responsible for arranging the service in accordance with these Terms. Any subcontractor or partner operator who processes your personal data on our behalf is required to comply with the data protection obligations set out in Section 15.

13. Complaints

If you are unhappy with any part of our service, contact us as soon as possible with full details of the issue. We will review complaints fairly and aim to resolve them promptly.

14. Changes to these Terms

We may update these Terms from time to time. The version in force at the time of your booking will apply to that service.

15. Data protection and privacy (GDPR)

We are committed to protecting your personal data. This section explains how we collect, use, store, and protect personal data in accordance with the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, and, where applicable, the EU GDPR.

15.1 What data we collect

Depending on the service you request, we may collect and process:

• Contact details, such as your name, phone number, and email address

• Location data, including pickup and drop-off addresses or GPS coordinates provided for the job

• Vehicle details, such as registration, make, model, and fault description

• Payment and billing information, as described in Section 16 (Payment Security)

• Correspondence and records relating to bookings, complaints, or enquiries

• CCTV or dashcam footage, where our vehicles are fitted with recording equipment

15.2 Why we process your data and our lawful basis

We process personal data to perform our contract with you (arranging and delivering recovery, towing, or repair services), to comply with legal obligations (such as tax and accounting records), and, where relevant, on the basis of our legitimate interests (such as fraud prevention, service improvement, and the safety of our staff and customers). Where we rely on consent, for example for marketing communications, you may withdraw that consent at any time.

15.3 Sharing your data

We may share personal data with subcontracted or partner recovery operators who complete part of the service (see Section 12), payment processors (see Section 16), insurers or breakdown providers where the job is arranged through them, and law enforcement or regulatory bodies where we are legally required to do so. We do not sell your personal data. Any third party who processes personal data on our behalf is required by written agreement to apply appropriate security measures and to use the data only for the purposes we specify.

15.4 International transfers

Where any personal data is transferred outside the UK or European Economic Area, we will ensure an appropriate safeguard is in place, such as an adequacy decision or standard contractual clauses, so that your data continues to receive an equivalent level of protection.

15.5 Data retention

We retain personal data only for as long as necessary to fulfil the purposes described in this section, including to satisfy any legal, accounting, or reporting requirements, after which it is securely deleted or anonymised in line with our data retention policy.

15.6 Data security

We maintain appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include access controls restricting data to staff who need it to perform their role, encryption of data in transit and, where appropriate, at rest, secure storage of physical and electronic records, staff training on data protection, and regular review of our security practices.

In the event of a personal data breach that poses a risk to your rights and freedoms, we will notify the Information Commissioner's Office (ICO), and you where required, without undue delay and in accordance with our legal obligations.

15.7 Your rights

Subject to applicable law, you have the right to request access to the personal data we hold about you, request correction of inaccurate data, request erasure of your data, object to or restrict certain processing, request that your data be provided to you or transferred in a portable format, and withdraw consent where processing is based on consent. To exercise any of these rights, contact us using the details in Section 15.9. You also have the right to lodge a complaint with the ICO (ico.org.uk) if you believe your data has not been handled in accordance with the law.

15.8 Cookies and website data

If you interact with us through our website or booking systems, we may use cookies or similar technologies to operate the site and understand how it is used. Further detail is available in our separate Cookie Policy, where applicable.

15.9 Contact and data protection queries

If you have any questions about how we handle personal data, or wish to exercise any of your rights, please contact us using the contact details provided at the time of booking or on our website.

16. Payment security

We take the security of your payment and bank details seriously and handle them in line with applicable data protection and payment industry standards.

• Card payments are processed through a PCI DSS-compliant third-party payment processor. We do not store full card numbers, CVV/security codes, or card PINs on our own systems.

• Any payment or bank details you provide are transmitted using encrypted, secure connections.

• Access to any billing or payment records we do hold (such as transaction references or partial card details for reconciliation) is restricted to authorised staff who need it to process your booking or resolve a payment query.

• We will never ask you to send full card details, PINs, or online banking passwords by email, text message, or unsecured messaging.

• Where a deposit or payment is taken over the phone, this is processed through a secure payment line or link rather than being recorded or stored by our staff.

If you believe your payment details have been compromised in connection with a booking with us, please contact us immediately using the details provided at the time of booking.

17. Governing law

These Terms are governed by the laws of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.