Terms of Use

Last updated: 26 September 2026

These terms apply when you use the ROVR app and website (the “Service”) as a customer or as a recovery driver. By creating an account you agree to them. Please also read our Privacy Policy, which explains how we use personal information. If you don’t agree to these terms, please don’t use ROVR.

1. Who we are

ROVR is operated by ROVR Technology Ltd, a company registered in England and Wales with company number 17344141, whose registered office address is shown on the Companies House register. Contact us at info@rovr.online or on +44 7902 462977.

2. What ROVR does

• ROVR is an online marketplace that connects people who need a vehicle recovered or moved (“customers”) with independent recovery operators (“drivers”). Drivers are self-employed or run their own businesses; they are not ROVR’s employees.
• The recovery itself is carried out by the driver, who is responsible for it. ROVR provides the app, checks drivers’ documents before they can receive jobs, matches requests with drivers, shows prices, takes payment through our payment provider Stripe (collecting it on the driver’s behalf and passing on the driver’s share), and supports customers and drivers.
• ROVR operates only in the United Kingdom. Whether a recovery is available depends on an approved driver near your pickup point accepting your request; we cannot guarantee that a driver will be available or accept your request.
• ROVR is not an emergency service. If you are in danger, for example broken down in a live lane of a motorway, get to a safe place and call 999 first.

3. Your account

• You must be 18 or over and live in, or be using ROVR in, the United Kingdom.
• Give accurate information and keep it up to date. Keep your password secure and don’t share your account. You are responsible for what happens under your account.
• Each email address and phone number can be used for one account. An account can be signed in on one device at a time: signing in on a new device signs out the old one.
• Driver accounts can only receive jobs after ROVR has checked their documents and approved them, and they have set up payouts with Stripe.

4. Bookings and prices

Requesting a recovery now

• Choose your pickup and drop-off points and a recovery type (flatbed, 4x4 or commercial). The app shows only the types with an approved driver available for your route, and the price before you confirm.
• Prices are worked out from the driving distance of your route and the recovery type. A night rate applies between 22:00 and 04:30 UK time; it is included in the price shown. All prices shown are the total you pay, including VAT where it applies.
• If the driver who accepts is more than 25 miles from your pickup point, a call-out charge may be added. We show you the new price first and you choose whether to accept it or carry on searching.
• If no driver accepts your request within 15 minutes, we cancel it automatically and you are not charged. If a driver more than 25 miles away accepts and you don’t confirm the new price within 15 minutes, the request is cancelled in the same way.
• You pay by card in the app once a driver has accepted and before the recovery starts. Payments are processed by Stripe; ROVR never sees your full card number.
• How a booking is made: you choose your pickup, drop-off and recovery type, check them and the price, and confirm. You can go back and change them before you confirm. Each booking is kept in your booking history in the app. These terms are available in English only.

Pre-booking

• You can pre-book a recovery from 1 hour to 30 days ahead (UK time). The price is fixed when you book.
• You are not charged when you book. About 45 minutes before the pickup time the pre-booking becomes a live job with the driver who accepted it, and you are asked to pay then, as for a live request. If payment is not made within 60 minutes of the pre-booking going live, the job is normally cancelled and nobody is charged.
• If you asked for a particular driver and they decline or can no longer do it, we tell you so that you can choose another driver or let us find one. If no driver accepts your pre-booking in time, or the driver withdraws and no replacement can be found, we cancel it and tell you. You are not charged.

Your responsibilities as a customer

• Describe your vehicle and its location accurately, and tell the driver about anything that affects the recovery (for example, it doesn’t roll or has no keys).
• Only ask for a vehicle to be moved if you are entitled to move it. Be at the pickup point, or arrange access, at the agreed time.
• Remove valuables from the vehicle. Adding photos of your vehicle’s condition in the app helps if there is a dispute.

5. Cancellations and refunds

To cancel, use the cancel button on the booking in the app, or email info@rovr.online with your booking reference.

Refunds go back to the card you paid with. We send refunds within 14 days of your cancellation, and banks usually take a further 5 to 10 working days to show them.

Because a recovery is needed at a particular time, when you request a recovery you ask us to start it straight away, and when you make a pre-booking you ask us to start it at the time you booked. Either way this can be within the 14-day cancellation period that consumer law allows for services. The current version of the app asks you to confirm this, and that you understand you lose the right to cancel once the recovery has been completed, before you send the request or pre-booking; when you do, we keep a record of it with the booking. If you cancel earlier, the table above applies.

Nothing in these terms affects your legal rights as a consumer, including your right to have the service carried out with reasonable care and skill under the Consumer Rights Act 2015.

6. Recovery drivers

Joining and staying approved

• You must be at least 21, hold a valid UK driving licence for the vehicle you use, have the right to work in the UK, and own or be entitled to use a suitable recovery vehicle.
• Upload your driving licence, insurance and vehicle registration document (V5C), and keep them up to date. ROVR decides whether to approve an account. Tell us straight away if anything changes, for example your insurance lapses or your licence is suspended; we may suspend your account until it is resolved.

Insurance and the law

• At all times while your driver account is active you must hold both of these: motor insurance for your recovery vehicle that covers recovery work for hire and reward, including vehicles in your care, custody and control; and public liability insurance. You must be able to show us these policies when we ask.
• You must keep your vehicle roadworthy, taxed and with a valid MOT, and follow road traffic law, the Highway Code, drivers’ hours and operator licensing rules where they apply, and safe loading and securing practice.
• You are responsible for each recovery you accept and for the customer’s vehicle from collection until it is handed over, and you must carry it out with reasonable care and skill.

Working through ROVR

• You choose which requests to accept. Requests are offered to you, including by notification when the app is closed, based on the last location your app sent us, whenever your account is approved and set up for payouts. You are free to decline them. You are responsible for your own tax and National Insurance. Nothing in these terms makes you ROVR’s employee, worker or agent.
• How requests are offered: live requests are offered to approved drivers near the pickup point, based on the distance from the last location their app sent us and on the recovery type. Customers can also search for a driver by name and send a request to that driver.
• Platform fee: ROVR currently charges a platform fee of 15% of each job’s fare, and you receive 85%. We will tell you in the app or by email before we change it, and the split shown to you when you accept a job is fixed for that job. If a customer cancels a paid job after you were assigned, you receive 10% of the fare.
• When a job is completed and the customer has paid, your share is added to your Stripe Connect balance. You can withdraw it to your bank account at any time in the app (Account > Wallet and payouts, then Withdraw). You need to complete Stripe’s onboarding, and Stripe’s Connected Account Agreement applies to your payouts.
• Accepting a pre-booking is a commitment to be there. Withdrawing less than 2 hours before the pickup time is recorded, and repeated late withdrawals may lead to restrictions on your account.
• Whenever the app is open, and throughout an accepted job, the app shares your location as described in the Privacy Policy.
• Use customers’ details only to carry out their recovery. Don’t contact customers for any other purpose, or keep their details after the job.

7. Conduct, chat, ratings and reports

• Treat other users with respect. Don’t send abusive, threatening, discriminatory or unlawful messages or content, and use the chat only for the booking. Offensive words in chat are masked automatically.
• Ratings and reviews must be honest and about the booking. Only the customer on a completed booking can rate and review its driver, once per booking.
• You can report the other person from the chat screen (Report), or email us. We aim to review reports within 24 hours and may warn, suspend or remove accounts. After a report, the customer and the driver are not matched with each other again, unless we review the report and find it was made in error.
• Don’t misuse the Service: no false bookings, no attempts to avoid payment, and no interfering with the app, its security or other users’ accounts.

8. Responsibility and liability

• Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be excluded or limited.
• The driver who carries out a recovery is responsible for it, including loss of or damage to a vehicle while it is in their care, and must be insured for it (see section 6). If something goes wrong, contact us first: we will pass your claim to the driver and their insurer, give you the details you need to pursue it, and help you resolve it. This does not affect any claim you have against ROVR for our own failings.
• ROVR is responsible for providing the app and our own part of the Service with reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable, or that are caused by events outside our reasonable control.
• If you use ROVR for business, we are not liable for loss of profit, revenue, business or opportunity, or for indirect loss, and our total liability arising from a booking is limited to the amount paid for that booking.
• Prices, distances and arrival times shown in the app are estimates based on the information available at the time. We work to keep the app available but cannot promise it will always be uninterrupted or error-free.

9. Suspending or closing accounts

• You can delete your account at any time in the app (Account > Delete account); see our Support page. If you have a recovery request open or a recovery in progress, or a pre-booked recovery is starting, the app asks you to finish or cancel it first. Drivers must withdraw any balance in Account > Wallet and payouts first: the app won’t delete a driver account while your Stripe balance shows money available or pending (on its way to your wallet), because it can’t be withdrawn in the app afterwards; if you can’t withdraw it, email info@rovr.online and we will help. Money still owed when you delete your account (for example an unpaid recovery, or a job payout we have not yet sent to a driver’s wallet) is not cancelled by the deletion; we settle it from our records.
• We may suspend or close an account if we reasonably believe it breaks these terms, puts someone’s safety at risk, is being used for fraud, or if the law requires it. Where it is safe and lawful to do so, we will tell you why. If we restrict, suspend or close a driver account, we will email the driver our reasons when we do so. Unless the law requires it, there is a safety risk, or the driver has repeatedly broken these terms, we will give drivers at least 30 days’ notice before closing their account.
• Amounts owed before an account is closed remain payable, and completed bookings keep their records as described in the Privacy Policy.

10. Complaints

If something goes wrong, email info@rovr.online with your booking reference and what happened. We aim to reply within 5 working days.

11. Apple App Store

If you downloaded ROVR from the Apple App Store, these terms are between you and ROVR Technology Ltd, not Apple. Apple is not responsible for the app or its content, has no obligation to provide maintenance or support for it, and is not responsible for any claim relating to the app or your use of it. Apple and its subsidiaries are third-party beneficiaries of these terms and may enforce them against you. Your use of the app must also follow the App Store’s usage rules.

12. Changes, law and courts

• We may update these terms, for example when we change features, prices or the law changes. We will change the date at the top, and tell you in the app or by email before significant changes take effect. For drivers, we will email you at least 15 days before changes to these terms take effect. If you don’t agree to the changes, you can stop using ROVR and delete your account before they take effect. Bookings already made keep the terms and price that applied when they were made.
• If any part of these terms is found to be unenforceable, the rest still applies.
• These terms are governed by the law of England and Wales, and disputes will be dealt with by the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.