Terms of service

TowMate is a technology platform that introduces drivers of broken-down or damaged vehicles to independent, vetted recovery partners ("Partners"). Partners are self-employed operators or businesses trading on their own account. TowMate is not a recovery operator, does not own recovery vehicles, and does not employ drivers. The recovery itself is a contract between you and the Partner; TowMate acts as a limited commercial agent to conclude that contract and collect payment on the Partner’s behalf.

You’re responsible for keeping your login credentials secure and for activity on your account. Tell us straight away at support@towmate-recovery.com if you think someone else has accessed it.

Every job is quoted before you approve it and the quote is itemised in the app. Standard recovery pricing is: 3.5t callout £80, 7.5t callout £100; accident recovery £100 (3.5t) / £120 (7.5t); mileage from mile 1 at £2.75/mi (3.5t) or £3.75/mi (7.5t). Surcharges may apply for non-rolling vehicles (2WD £100 / 4WD £200), off-road or ditch recoveries (£60), tyre changes (£75–£155 depending on size, plus locking-nut/mobile-fit extras), and scheduled 48-hour bookings. TowMate is not VAT registered, so no VAT is charged on any price shown.

Payments are processed by Stripe. When you approve a quote your card is charged for the full amount at the point of booking. If we cannot dispatch a Partner, or you cancel before dispatch, the payment is refunded in full; later cancellations are refunded in line with our cancellation policy. Payouts to Partners are held for 24 hours after completion to allow disputes to be raised. TowMate charges a platform fee to the Partner; it is not added on top of the price you pay.

Cancellation fees, no-show rules and refund timings are set out in our Cancellation policy, which forms part of these terms.

Recovery is an urgent service performed at your request, usually starting within minutes of booking. By approving a quote for an on-demand job you expressly request that we begin performance immediately and you acknowledge that this means you lose the 14-day right to cancel once the service is fully performed. Your statutory rights against the Partner as service provider are unaffected.

• Give accurate vehicle, location and contact details.
• Stay in a safe place, off live carriageways, while waiting.
• Follow your Partner’s safety instructions on site.
• Have the legal right to authorise the vehicle’s recovery.
• Not book jobs involving stolen vehicles, hazardous loads, or vehicles carrying illegal goods.

Partners must hold valid UK operator/driving qualifications, insurance appropriate to the recovery being performed, and roadworthy recovery vehicles. If a job is not carried out to a reasonable standard, contact us within 24 hours of completion and we’ll investigate under the Cancellation policy.

Partners carry their own goods-in-transit and public-liability insurance for the recovery. Claims for damage caused during a recovery are made against the Partner responsible; TowMate will provide the Partner’s details and help mediate.

TowMate’s own liability to you for the platform is limited, to the fullest extent permitted by law, to the amount you paid for the job in question. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under English law, including your statutory rights under the Consumer Rights Act 2015.

Please raise complaints first with support@towmate-recovery.com. We aim to acknowledge within 2 working days and resolve within 14. If we can’t resolve it, you may refer the matter to a certified alternative dispute resolution (ADR) provider or the small-claims track of the County Court.

We may update these terms from time to time. Material changes will be notified in-app or by email at least 14 days before they take effect. Continued use after that date means you accept the update.

These terms are governed by the laws of England & Wales. Disputes are subject to the exclusive jurisdiction of the courts of England & Wales, except that consumers resident elsewhere in the UK retain the right to bring proceedings in their local courts.

These terms are provided by the company below.

Trading name

TowMate

Registered company name

Towmate

Company number

To be confirmed (registered in England and Wales)

Registered office

To be confirmed

Website

towmate-recovery.com

Contact

legal@towmate-recovery.com

Legal: legal@towmate-recovery.com · Support: support@towmate-recovery.com