Help and support
Last updated: 26 September 2026
In an emergency, for example broken down in a live lane of a motorway, get yourself and your passengers to a safe place and call 999 first. ROVR is not an emergency service.
Email us at any time. Include your booking reference if you have one.
Phone
Call us about a booking or your account. If we can’t answer, leave a message or email us and we’ll get back to you.
In the app
Account > Help & support
Answers to common questions and our contact details.
Common questions
How do I request a recovery?
On the Home screen, set your pickup point (your current location or an address) and your drop-off point, then choose flatbed, 4x4 or commercial recovery. The app shows only the recovery types with an approved driver available for your route, and the price before you confirm. You can also search for a driver you know by name. If no driver accepts within 15 minutes, the request is cancelled automatically and you are not charged.
How is the price worked out?
The price depends on the driving distance of your route and the recovery type. A night rate applies between 22:00 and 04:30 UK time and is included in the price shown. If the driver who accepts is more than 25 miles away, a call-out charge may be added; we always ask you to confirm a new price first.
How do I pre-book, and can I cancel?
Tap Pre-book on the Home screen and choose a time from 1 hour to 30 days ahead. Your price is fixed when you book, and you are not charged until the recovery starts. Cancelling is free before a driver accepts, within 5 minutes of a driver accepting, and up to 2 hours before the pickup time; later cancellations are also free at the moment but are recorded. See the cancellation terms.
How do refunds work?
If you cancel before paying, nothing is charged. If no driver was assigned, or the driver cancels, you get a full refund. If you cancel after paying and a driver has been assigned, 80% is refunded. Refunds go back to your card and usually take 5 to 10 working days to appear. Your booking history in the app shows each payment and refund.
I can’t sign in
On the Log in screen, choose Customer or Driver at the top to match your account, then log in. If you’ve forgotten your password, tap Forgot password and we’ll email you a code. An account can be signed in on one device at a time. Still stuck? Email info@rovr.online.
How do I report a driver or a customer?
Open the chat for the booking and tap Report, choose a reason and add details. Reports go to the ROVR team, who review them and can suspend or remove accounts, and you won’t be matched with that person again unless we find the report was made in error. You can also email info@rovr.online.
I run a recovery vehicle. How do I join ROVR?
Download the app and sign up as a Driver. Upload your driving licence, insurance and vehicle registration document (V5C), add your vehicle details and set up payouts with Stripe. We check your documents, and once your account is approved you will receive requests near you.
When do drivers get paid?
You receive 85% of each fare (ROVR’s platform fee is currently 15%). When a job is completed and the customer has paid, your share is added to your Stripe balance. Withdraw it to your bank account from Account > Wallet and payouts.
Delete your account
You can delete your ROVR account at any time in the app:
- Open ROVR and sign in.
- Go to the Account tab.
- Tap Delete account and confirm.
What happens: we remove your name, email address, phone number, password, profile photo, Apple or Google sign-in link, saved cards and notifications from your account, and for drivers your documents and registration number. Your saved cards are also removed from Stripe, and your profile photo, document files and booking receipt and earnings statement files are deleted from our file storage (if you are a driver, this also removes the receipt for the customer on each of your bookings; if you are a customer, the driver’s earnings statement for each of your bookings). The receipts and statements we emailed you are yours to keep. You are signed out on every device, pre-bookings you made that have not started are cancelled (a driver’s accepted pre-bookings are handed back so that we can look for another driver) and, if you used Sign in with Apple, the app asks you to confirm with Apple and we ask Apple to revoke ROVR’s access. Booking and payment records, chat messages, vehicle photos, ratings, reviews and reports are kept for a limited time, without your contact details, as explained in our Privacy Policy. Reviews you wrote stay visible, shown as from “Deleted user”, without your name or photo. You can sign up again later with the same email address.
Drivers: withdraw any balance in Account > Wallet and payouts before you delete your account, because you can’t withdraw in the app afterwards. The app won’t delete a driver account while your Stripe balance shows money available or pending (on its way to your wallet); if you can’t withdraw it, email info@rovr.online and we will help. Deleting your ROVR account does not close your Stripe account; Stripe keeps its own records under its privacy policy. If money reaches it after you have deleted your ROVR account, email info@rovr.online and we will help you receive it.
If you can’t delete yet: the app asks you to finish or cancel a recovery request that is still open, a recovery that is in progress, or a pre-booked recovery that is starting, and asks drivers to withdraw the money in their wallet first. Money still owed (for example a job payout we have not yet sent to a driver’s wallet) does not stop you deleting your account: our team settles it from our records. Contact us if you need help.
Can’t use the app? Email info@rovr.online from the email address on your account with the subject “Delete my ROVR account”. We may ask you to confirm it is you, and we will delete the account within one month.
Privacy and your data
Our Privacy Policy explains what we collect, why, who we share it with and your rights, including how to get a copy of your data. Send data requests to info@rovr.online.
Company details
ROVR Technology Ltd
Registered in England and Wales, company number 17344141
Registered office: as shown on the Companies House register