At a glance
| When you cancel | What you pay |
|---|---|
| Before a recovery vehicle has been dispatched | Nothing — full refund of anything you have paid |
| Pre-booked job, 24 hours or more before the booked time | Nothing — full refund of anything you have paid |
| Pre-booked job, less than 24 hours before the booked time (not yet dispatched) | A cancellation charge of up to 25% of the agreed price, to cover costs already incurred |
| After a recovery vehicle has been dispatched, before the vehicle is loaded | A call-out charge, which we tell you when you book |
| After your vehicle has been loaded or the job is complete | The agreed price for the work carried out |
| If we cancel | Nothing — full refund |
Any cancellation charge will never be more than the costs we have reasonably incurred and will never exceed the agreed price.
1. Emergency recovery and roadside assistance
You can cancel an emergency recovery or roadside assistance request free of charge at any time before a recovery vehicle has been dispatched to you. Once a vehicle is on its way, we will have incurred costs such as fuel and driver time, so a call-out charge may apply. We will always tell you the call-out charge when you book.
If your vehicle starts or is fixed before we arrive, please call us straight away so we can stop the job and keep any charge to a minimum.
2. Pre-booked transportation, collection and delivery
- Cancel or rearrange 24 hours or more before the booked collection time: free of charge, and any payment is refunded in full.
- Cancel less than 24 hours before the booked collection time: we may make a cancellation charge of up to 25% of the agreed price to cover costs already incurred.
- If we arrive and cannot collect the vehicle because it is not available or not as described, a call-out charge and any waiting time may apply, as explained in our Terms & Conditions.
3. Your 14-day right to cancel (consumers)
If you are a consumer and book by phone or online, you have a legal right to cancel within 14 days under the Consumer Contracts Regulations 2013. If you ask us to start the service within that period — as is usual for emergency recovery — you will need to pay for the services provided up to the point you tell us you are cancelling, and the right to cancel ends once the service has been fully performed.
4. If we have to cancel
Occasionally we may have to cancel or decline a job, for example for safety reasons, severe weather or circumstances outside our control. If this happens, we will tell you as soon as possible and refund in full any payment for services we have not provided.
5. If something goes wrong
If you think a service was not carried out with reasonable care and skill, please contact us within 14 days of the job, with details and any photos. We will investigate and, where we agree there is a problem, we will put things right or offer an appropriate refund or price reduction. This does not affect your statutory rights.
6. How refunds are paid
- Refunds are made to the original payment method, without undue delay and within 14 days of us agreeing that a refund is due.
- Card refunds usually take 5–10 working days to appear on your statement, depending on your bank.
- We do not charge a fee for processing refunds.
7. How to cancel
The quickest way to cancel is to call us on 07520 682994, 24 hours a day. You can also email ldsservicesuk@gmail.com. Please include your name, the vehicle registration and the date of the booking.