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Refund Policy

Vehicle Recovery Refund Policy (UK)

1. Overview

This Refund Policy sets out the circumstances under which refunds may be issued for vehicle recovery and roadside assistance services provided by Henrik's Recovery.

By booking our services, you agree to the terms outlined in this policy.

2. Call-Out Fees

  • All call-out fees are non-refundable once a recovery vehicle has been dispatched.

  • The call-out fee covers administration, allocation of resources, and travel costs.

3. Cancellations

  • Before dispatch:
    If a booking is cancelled before a recovery vehicle has been dispatched, a full refund will be issued.

  • After dispatch:
    If a booking is cancelled after dispatch, no refund will be issued.

4. No-Show / Incorrect Information

No refund will be issued if:

  • The customer is not present at the agreed location

  • Incorrect or incomplete location details are provided

  • Access to the vehicle is not possible

  • The vehicle condition differs materially from the description provided at booking

5. Service Not Required on Arrival

If the recovery vehicle arrives and the service is no longer required:

  • The call-out fee remains payable and non-refundable

  • Additional charges may apply if work has already commenced

6. Mechanical Repair vs Recovery

If the service requested changes upon arrival (e.g. roadside repair instead of recovery or vice versa), charges will be adjusted accordingly.
Refunds will only be considered if no service has been provided and the vehicle has not been dispatched.

7. Failure to Provide Service

A refund may be issued if:

  • We are unable to attend due to our own operational failure

  • The service cannot be provided due to an error on our part

This does not apply where circumstances are outside our control (e.g. extreme weather, road closures, police restrictions).

8. Distance & Additional Charges

Refunds do not apply to:

  • Mileage already covered

  • Storage fees

  • Additional services requested after booking

9. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
If our service is not carried out with reasonable care and skill, you may be entitled to a refund or price reduction.

10. Refund Processing

  • Approved refunds will be processed to the original payment method

  • Refunds may take 5–10 working days to appear, depending on your bank

11. Contact

For refund enquiries, please contact:
Henrik's Recpvery
+447713650951   /     Henriksrecovery@gmail.com

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