Refund and Cancellation Policy
Last updated: December 30, 2025.
This Refund and Cancellation Policy applies to all services provided by GO Recovery(“we”, “us”, “our”). It explains how cancellations, refunds, call-out charges, and no‑show situations are handled. By booking or using our services, you agree to this policy.
This policy should be read alongside our Terms and Conditions.
1. Services Covered
This policy applies to all GO Recovery services, including but not limited to:
- Vehicle recovery and rescue recovery
- Jump start and roadside assistance
- A to B vehicle transportation
- Auction vehicle collection
- Mobile tyre fitting
- MOT collection and delivery
2. Cancellations Before Dispatch
2.1 If you cancel a booking before a driver has been dispatched, no charge will usually apply.
2.2 In some cases, an administrative fee may apply if significant time has already been spent arranging the job.
3. Cancellations After Dispatch
3.1 If a booking is cancelled after a driver has been dispatched, a call‑out feewill apply.
3.2 The call‑out fee covers fuel, time, and operational costs and is non‑refundable.
3.3 The amount charged will depend on distance travelled, time spent, and the service booked.
4. No‑Show or Inaccessible Vehicle
4.1 A no‑show feewill apply if:
- The customer is not present at the agreed location
- The vehicle is not at the stated location
- The vehicle is blocked, locked, or inaccessible
- Keys are not available where required and no prior agreement exists
4.2 In these cases, the full call‑out charge or a minimum service charge may be applied.
5. Incorrect or Incomplete Information
5.1 Customers must provide accurate information about the vehicle, location, and condition.
5.2 If incorrect or incomplete information results in additional work, delays, or an aborted job, additional charges may apply.
5.3 Refunds will not be issued where service cannot be completed due to incorrect information provided by the customer.
6. Refunds
6.1 Refunds are considered on a case‑by‑case basis.
6.2 Refunds may be issued where:
– We are unable to provide the agreed service due to our fault
– A duplicate payment has been made
– A genuine error has occurred on our part
6.3 Refunds are notprovided for:
– Call‑out fees once a driver has been dispatched
– Completed or partially completed services
– Delays caused by traffic, weather, or circumstances beyond our control
– Customer cancellations after arrival
7. Payment Method and Processing Time
7.1 Approved refunds will be returned using the original payment method where possible.
7.2 Refunds are typically processed within 5–10 working days, depending on the payment provider.
7.3 Cash payments may be refunded via bank transfer.
8. Late‑Night, Emergency & Priority Services
8.1 Emergency, priority, late‑night, or out‑of‑hours services may be subject to stricter cancellation rules.
8.2 Once a driver is dispatched for these services, no refundwill be issued.
9. Disputes and Complaints
9.1 If you believe you are entitled to a refund, you must contact us as soon as possible.
9.2 All refund requests or complaints should be submitted via phone or email.
9.3 We aim to review and respond to complaints fairly and promptly.
10. Changes to This Policy
We reserve the right to amend this Refund and Cancellation Policy at any time. Any changes will be published on our website and will take effect immediately.
Contact Details
For cancellations, refunds, or questions regarding this policy, please contact:
GO Recovery
Email: help@gorecovery.co.uk
Phone: 0141 212 5912