Terms and Conditions

Welcome to Sanu Recovery and Breakdown Services ("Company," "we," "us," or "our"). By accessing or using our website and platform (the "Platform"), you ("User," "Customer," or "you") agree to comply with these Terms and Conditions and our Privacy Policy. Please read this document carefully before using the Platform.

1. ACCEPTANCE OF TERMS

1.1 Agreement to Terms

By using the Platform, you agree to be legally bound by these Terms and Conditions and Privacy Policy. If you do not agree, you must not access or use our services.

1.2 Age Requirement

You must be at least 18 years of age to use this Platform and enter into legally binding contracts for services.

1.3 Updates and Modifications

We reserve the right to modify, amend, or update this document at any time. Material changes will take effect 30 days after posting notice on the Platform. Your continued use of the Platform after changes constitutes acceptance of the revised terms.

1.4 Geographic Scope

Our services operate UK-wide, covering England, Scotland, Wales, and Northern Ireland.

2. DEFINITIONS

Platform: The website, mobile applications, and services operated by Sanu Recovery and Breakdown Services, including any related online tools or communication channels.

Services: Vehicle recovery, breakdown assistance, and related roadside services requested through or provided via the Platform.

Third-Party Services: Services provided by independent contractors, drivers, or companies that we coordinate on behalf of Customers. All Services are delivered in this way.

Service Provider: Any independent contractor, driver, or company that provides recovery or breakdown services, including third-party providers with whom we coordinate.

Customer/User: Any individual or entity requesting or using Services through the Platform.

Booking: A request for Services submitted by a Customer via the Platform.

Commission / Booking Fee: The coordination fee charged by the Company for sourcing, coordinating and facilitating the service. This is payable to the Company and is separate from the Service Provider’s own charge for the recovery work, which is paid directly to them.

2A. HOW OUR PLATFORM WORKS

2A.1 Our Service Model

Sanu Recovery operates as a coordination platform. We do not carry out recovery work ourselves and do not own recovery vehicles or employ recovery drivers. Every Service booked through the Platform is carried out by an independent third-party Service Provider that we coordinate on your behalf.

Coordination Services (Third-Party Providers)

• We coordinate with third-party Service Providers on your behalf
• We do NOT operate a public directory in which you browse and pick a Service Provider yourself — we approach providers on your behalf and come back to you with a price
• Upon receiving your booking request, we:
  1. Assess your service requirements
  2. Contact appropriate third-party Service Providers from our network
  3. Obtain quotes and availability
  4. Present options to you with transparent pricing (including our commission)
  5. Upon your acceptance, facilitate the connection and coordinate the service
  6. Charge a commission for this coordination service

2A.2 Our Role in Coordination Services

• We act solely as a facilitator and coordination platform
• We source and connect you with suitable Service Providers based on your needs
• Once connected, the contractual relationship for service delivery exists between you and the Service Provider
• The Service Provider operates under their own terms, insurance, and business practices
• We monitor coordination but do not control how third-party Service Providers deliver services
• Our liability for Coordination Services is strictly limited to our booking fee as stated in Section 5.3

2A.3 Service Selection

• You do not select Service Providers directly
• We use our expertise and network to match you with appropriate providers
• We provide you with service details, estimated costs, and provider information before you confirm
• You have the right to accept or decline any coordinated service option

3. PLATFORM SERVICES AND LIMITATIONS

3.1 Nature of Platform

We operate as a coordination platform:

• We do not carry out recovery work ourselves, own recovery vehicles, or employ recovery drivers
• All Services are carried out by independent third-party Service Providers that we coordinate
• We are NOT a directory or listing platform in which you browse and select a Service Provider yourself
• We actively source and coordinate Service Providers on your behalf

3.2 Third-Party Service Provider Coordination

3.2.1 Our Coordination Process

When coordinating third-party services:

• We contact Service Providers from our trusted network
• We verify basic availability and capability
• We obtain quotes and communicate terms
• We facilitate the connection between you and the Service Provider

3.2.2 Service Provider Checks — What We Do and Do Not Do

What we do. Before a Service Provider takes work through the Platform, we ask them to confirm, and we check, that they:

• Hold valid public liability insurance
• Possess appropriate vehicle recovery licences and permits
• Have demonstrated capability to provide the requested service

We do not work with Service Providers who have not been through this check.

What we do not do. Our check is a confirmation at the point a Service Provider joins our network. It is not a formal audit, and we do not:

• Retain copies of insurance certificates or licences, or record policy numbers and expiry dates
• Independently validate documents with insurers or licensing authorities
• Continuously monitor whether cover or licensing remains valid or adequate
• Inspect equipment condition or maintenance records
• Carry out driver qualification checks or criminal record checks

Accordingly, while we check credentials before a Service Provider takes work through us, we cannot and do not warrant that any Service Provider's insurance or licensing is valid, adequate, or in force at the time of your service. Service Providers are independent businesses and remain solely responsible for their own insurance and compliance.

3.2.3 Customer Responsibility and Due Diligence

Despite our coordination efforts, you are strongly encouraged to:

• Ask for and verify the Service Provider's insurance details
• Request identification and credentials upon arrival
• Inspect equipment and vehicles before service begins
• Report any concerns to us immediately at info@sanurecovery.co.uk or by phone
• Document the service with photos if there are concerns

3.2.4 No Warranties for Third-Party Services

The Company makes no representations, warranties, or guarantees regarding third-party Service Providers':

• Performance, quality, or timeliness
• Safety practices or equipment condition
• Professionalism or conduct
• Compliance with laws or regulations
• Insurance adequacy or claims handling

3.3 Our Coordination Responsibilities

While recovery work is carried out by third-party Service Providers, we remain responsible for the coordination service we provide to you:

• We check that Service Providers hold appropriate insurance and licensing before they accept work through the Platform, as described in Section 3.2.2
• We are responsible for quoting accurately, coordinating your booking, and keeping you informed
• We remain your point of contact from quote through to completion of the job

3.4 Platform Misuse and Prohibited Conduct

3.4.1 Prohibited Actions

You must NOT:

• Provide false, inaccurate, or misleading information
• Contact Service Providers directly to bypass the Platform before booking confirmation
• Use the Platform for any illegal or unauthorized purpose
• Attempt to defraud or misrepresent your service needs
• Abuse, harass, or threaten our staff or Service Providers
• Attempt to circumvent payment of fees or commission

3.4.2 Consequences of Misuse

Violations may result in:

• Immediate restriction or denial of Platform access
• Cancellation of active bookings without refund
• Additional charges for costs incurred
• Legal action for damages or fraud
• Reporting to relevant authorities

4. BOOKING, PRICING, AND PAYMENT

4.1 Booking Process

• All bookings are subject to Service Provider availability
• Bookings are not confirmed until you receive written confirmation from us
• You must provide accurate vehicle and location information
• Estimated arrival times are indicative only and not guaranteed

4.2 Pricing and Quotes

4.2.1 Price Transparency

The total price quoted to you is made up of two separate elements, which are itemised in your quote:

• The booking fee — our charge for sourcing, coordinating and facilitating the service, payable to Sanu Recovery
• The Service Provider's charge — the independent Service Provider's own rate for carrying out the recovery work, payable directly to them
• Both elements are clearly disclosed before you confirm a booking. There are no hidden fees.
• Prices include VAT where applicable

4.2.1A How Payment Works

• You pay the booking fee to us to secure the job. Your booking is confirmed once this has been received.
• You pay the remaining balance directly to the Service Provider on completion of the work. We do not collect, hold, or process the Service Provider's charge on their behalf.
• Because the Service Provider's charge is paid directly to them, any query, dispute or refund relating to that charge is a matter between you and the Service Provider (see Section 4A.3).

4.2.2 Booking Fee Structure

Our booking fee (referred to elsewhere in these Terms as "Commission") varies based on:

• Job complexity and distance
• Time of service (standard hours vs. out-of-hours)
• Service Provider availability
• Special requirements or urgency
• The final total price is clearly disclosed before booking confirmation
• The booking fee is our charge for sourcing, coordinating, and facilitating the service — it is not a payment for the recovery work itself

4.2.3 Additional Charges

Additional charges may apply for:

• Extra services not included in the original quote (e.g., additional vehicles, storage)
• Modifications to pickup/drop-off locations after booking
• Waiting time due to Customer delays
• Special equipment or handling requirements discovered on-site
• Services outside normal coverage areas

You will be informed of additional charges before they are applied where reasonably possible.

4A. CANCELLATION AND REFUND POLICY

4A.0 Your Statutory Right to Cancel (Distance Contracts)

Because you book with us online, by phone or by messaging rather than in person, your booking is a “distance contract”. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have a period of 14 days in which to cancel such a contract and receive a refund.

Nothing in this Section 4A removes your statutory rights where they apply. Where any part of this cancellation policy conflicts with your rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015, your statutory rights take precedence.

4A.1 Cancellation by Customer

4A.1.1 How Cancellation Charges Are Calculated

Most recoveries are urgent and there is no meaningful notice period, so cancellation charges are based on how far your job has progressed rather than on a fixed number of hours’ notice. This reflects the work actually carried out at the point you cancel.

Different rules apply to planned (non-urgent) bookings — see Section 4A.1.4.

4A.1.2 Cancellation Stages (Urgent and Same-Day Jobs)

Stage 1 — Grace period. You may cancel free of charge, with a full refund of the booking fee, within 15 minutes of confirming your booking, or until we assign a Service Provider to your job, whichever happens first. No reason is required.

Stage 2 — Service Provider assigned, not yet travelling. Once we have assigned a Service Provider to your job and their details are shown on your tracking page, we retain 50% of the booking fee to cover the sourcing and coordination work already carried out. The Service Provider does not normally charge at this stage.

Stage 3 — Service Provider travelling or arrived. Once your Service Provider is on their way to you or has arrived, we retain the full booking fee, and the Service Provider may charge a call-out fee under their own terms for the journey they have made. We will tell you what those charges are before processing your cancellation.

4A.1.3 How to Cancel

• Call us on 078 3333 93 09 (fastest, and recommended for urgent jobs), reply to your booking message on WhatsApp, or email info@sanurecovery.co.uk
• Your cancellation takes effect from the time we receive it, so contact us as soon as you know
• We will confirm your cancellation and any applicable charges by phone or WhatsApp

4A.1.4 Planned and Scheduled Bookings

Where you book a service for a future date — for example vehicle transport, a non-runner move, or scrap collection — the following applies instead of Section 4A.1.2:

• Cancellation more than 24 hours before the scheduled service time: full refund of the booking fee
• Cancellation within 24 hours of the scheduled service time: 50% of the booking fee retained
• If the Service Provider is already travelling to you at the time you cancel, Stage 3 above applies
• Service Provider charges are as determined by their own cancellation policy

4A.1.5 No-Show

If you fail to be present at the agreed location without prior cancellation:

• Full commission is retained
• Service Provider may charge their full service fee or cancellation penalty
• This applies even if the Service Provider attended but could not complete service due to your absence

4A.2 Refund of the Booking Fee (Coordination Services)

4A.2.1 Full Booking Fee Refund

• Cancellation during the grace period — within 15 minutes of booking, or before a Service Provider is assigned (Stage 1)
• Cancellation more than 24 hours before a planned, scheduled service (Section 4A.1.4)
• Service Provider fails to attend or provide service without valid reason
• Service is cancelled by us because we are unable to source a suitable Service Provider
• Duplicate or erroneous booking caused by Platform error

4A.2.2 Partial Booking Fee Refund (50% Retained)

• Cancellation after a Service Provider has been assigned but before they are travelling to you (Stage 2)
• Cancellation within 24 hours of a planned, scheduled service (Section 4A.1.4)

4A.2.3 No Booking Fee Refund

• Cancellation after your Service Provider is travelling to you or has arrived (Stage 3)
• Customer no-show without prior notice
• Service is successfully provided
• Customer breaches these Terms and Conditions
• Service Provider arrives but service cannot be completed due to Customer-provided incorrect information
• Service Provider arrives but Customer refuses service

4A.3 Service Fee Refunds (Third-Party Service Provider Charges)

• All refunds or disputes regarding Service Provider charges must be claimed directly from the Service Provider
• We are not responsible for, and have no liability regarding, third-party Service Provider refund disputes
• We will provide reasonable assistance in facilitating communication with Service Providers
• Service Providers operate under their own refund and cancellation policies

4A.4 Refund Process and Timeframe

• Refund requests must be submitted to info@sanurecovery.co.uk within 14 days of the scheduled service date
• Include your booking reference, reason for refund, and supporting evidence if applicable
• We will review and respond to refund requests within 5 business days
• Approved refunds will be processed within 7-10 business days to the original payment method
• You will receive confirmation via phone call or WhatsApp once the refund is processed

4A.5 Cancellation by Service Provider

If a Service Provider cancels after booking confirmation:

• We will attempt to source an alternative Service Provider immediately
• If alternative cannot be arranged: Full refund of all charges (commission + any service fees paid)
• If alternative is more expensive: You may accept, decline, or request partial refund of difference
• We are not liable for consequential losses due to Service Provider cancellation

5. INSURANCE AND LIABILITY

5.1 Service Provider Insurance

• Third-party Service Providers are required to maintain valid public liability insurance
• Service Providers are solely responsible for ensuring adequate insurance coverage
• We check that a Service Provider holds insurance and licensing before they take work through the Platform, as described in Section 3.2.2. We do not retain or independently validate documents, do not monitor cover on an ongoing basis, and do not guarantee that cover is in force or adequate at the time of your service
• You should request proof of insurance from Service Providers if concerned

5.2 Liability for Our Coordination Service

We are responsible for the coordination service we provide to you — that is, for quoting, arranging and coordinating your booking:

• We are liable for damages caused by our own negligence or breach of contract in performing that coordination
• Liability is subject to the limitations in Section 5.3 and Section 5.6
• Claims should be submitted to info@sanurecovery.co.uk with evidence

5.3 Limited Liability for Coordination Services (Third-Party Providers)

5.3.1 What We Are NOT Liable For (Coordination Services)

We are NOT liable for:

• Damage to your vehicle caused by Service Provider
• Personal injury caused by Service Provider
• Loss or theft of belongings during service
• Delays, failures, or non-performance by Service Provider
• Misrepresentation or misconduct by Service Provider
• Inadequate insurance held by Service Provider
• Poor quality or incomplete service delivery
• Costs exceeding the quoted price charged by Service Provider

5.3.2 Direct Claims Against Service Providers

For any issues arising from third-party service delivery:

• You must pursue claims directly against the Service Provider
• The Service Provider's insurance should cover legitimate claims
• We will provide Service Provider contact details to assist your claim
• We may facilitate communication but are not party to disputes

5.4 Force Majeure (Events Beyond Our Control)

We are not liable for delays, failures, or inability to perform due to events beyond our reasonable control, including but not limited to:

• Severe weather conditions (storms, flooding, snow, ice)
• Natural disasters (earthquakes, fires)
• Pandemics or public health emergencies
• Strikes, labor disputes, or industrial action
• War, terrorism, or civil unrest
• Government restrictions or legal prohibitions
• Failure of telecommunications or utilities
• Road closures or traffic accidents blocking access

5.5 Consumer Rights Protection

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded or limited under UK law
• Your statutory rights under the Consumer Rights Act 2015

6. DATA PROTECTION AND PRIVACY

We collect and process personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

6.1 Sharing Your Details With Service Providers

Because we operate as a coordination platform, obtaining a price for your job requires us to share your details — your name and contact details, vehicle information, pickup and drop-off locations, and any special requirements — with independent Service Providers covering your area. This sharing takes place at the quotation stage, before you book and before any payment is made. Service Providers are independent businesses and handle your data under their own privacy policies.

Full details are set out in Section 6 of our Privacy Policy.

6.2 Your Rights and How to Exercise Them

You have rights under UK GDPR including access, rectification, erasure, restriction, portability, objection and withdrawal of consent. To exercise any of them, contact us at info@sanurecovery.co.uk. We will respond within 30 days of receiving a valid request. Section 8 of the Privacy Policy explains each right and the process in full.

6.3 Data Retention

We keep booking and transaction records for 7 years for accounting and legal compliance, and communication records for 3 years for customer service and dispute resolution. Full retention periods are set out in Section 7 of the Privacy Policy.

7. INTELLECTUAL PROPERTY

7.1 Ownership

All content, materials, and intellectual property on the Platform are owned by or licensed to Sanu Recovery and Breakdown Services, including but not limited to:

• Website design, layout, and graphics
• Logos, trademarks, and brand elements
• Text, images, videos, and multimedia content
• Software, code, and applications

7.2 Restrictions

You may NOT without our prior written consent:

• Reproduce, copy, or duplicate Platform content for commercial purposes
• Modify, adapt, or create derivative works
• Distribute, publish, or transmit content to third parties
• Remove or alter copyright notices, trademarks, or proprietary markings
• Use automated systems (bots, scrapers) to access or extract data
• Use our trademarks, logos, or branding in any manner

8. COOKIES AND TRACKING TECHNOLOGIES

8.1 What Are Cookies

Cookies are small text files stored on your device by your web browser when you visit our Platform. They help us provide and improve our services.

8.2 Types of Cookies We Use

8.2.1 Strictly Necessary Cookies

Essential for Platform operation. These cannot be disabled:

• Session management and authentication
• Security and fraud prevention
• Load balancing and performance

8.2.2 Analytics Cookies

We do not use analytics cookies. Our analytics service (PostHog) runs in a cookieless mode that sets no cookies and stores nothing on your device. Details are in our Cookie Policy.

8.2.3 Third-Party Embedded Content

Some pages embed content from other companies (our Google reviews widget and a YouTube video), which may set their own cookies when it loads. Details are in our Cookie Policy.

8.3 Cookie Control

You can control cookies through:

• Browser settings: Most browsers allow you to block or delete cookies

Note: Disabling cookies may affect Platform functionality.

9. COMPLAINT HANDLING AND DISPUTE RESOLUTION

9.1 Complaint Handling Process

9.1.1 How to Submit a Complaint

Contact us with your complaint via:

• Email: info@sanurecovery.co.uk (best for complaints, so there is a written record)
• Phone: 078 3333 93 09

Include:

• Your booking reference number
• Description of the issue
• Date and time of service
• Supporting evidence (photos, screenshots, receipts)
• Desired resolution

9.1.2 Response Timeframes

Our booking and breakdown line operates 24 hours a day, 7 days a week, including bank holidays. Complaints are handled by our support team during business hours (9 AM – 6 PM, Monday – Friday), and the timeframes below run from the next business hours period if your complaint reaches us outside those times.

• Live jobs and breakdown enquiries: answered 24/7 on 078 3333 93 09 — if your recovery is in progress, call us rather than waiting for a complaint response
• Acknowledgement of a complaint: within 1 business day of receipt
• Initial substantive response: within 3 business days
• Full investigation and resolution: within 5–10 business days depending on complexity. If we need longer, we will tell you why and give you an expected date

9.2 Dispute Resolution

9.2.1 Informal Resolution

We strongly encourage resolving disputes through direct communication. Contact our support team first and engage in good-faith negotiation.

9.2.2 Mediation

If informal resolution fails, both parties agree to consider mediation before legal action. Mediation is voluntary, non-binding, and costs are shared equally.

9.3 Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any legal disputes arising from these Terms or use of the Platform are subject to the exclusive jurisdiction of the courts of England and Wales.

10. SERVICE ACCESS AND RESTRICTIONS

10.1 Restriction of Access by Company

We reserve the right to restrict or deny your access to the Platform immediately without prior notice if:

• You breach these Terms and Conditions
• You engage in fraudulent, abusive, or illegal activity
• You provide false or misleading information
• You misuse the Platform or services
• Your use of the Platform poses security or legal risks

10.2 Data Deletion Request

You may request deletion of your personal data at any time by contacting info@sanurecovery.co.uk, subject to our legal retention obligations outlined in Section 6.3.

11. GENERAL PROVISIONS

11.1 Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Sanu Recovery and Breakdown Services regarding use of the Platform.

11.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be modified to the minimum extent necessary to make it valid, or severed if modification is not possible. All other provisions remain in full force and effect.

11.3 Consumer Rights Acknowledgment

These Terms do not affect your statutory rights under:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Other applicable consumer protection legislation

If any term conflicts with your statutory rights, your statutory rights take precedence.

12. CONTACT INFORMATION