Terms of Service
Version ecr-v4 · Last updated 26 October 2026
1. Who we are and these terms
Easy Car Recovery is a trading style of 3C NET (PVT) LTD, 46 Throwley Way, Sutton, England, SM1 4AF. We provide an online booking and coordination service for vehicle recovery through the TowMyCar network. A recovery may be carried out by an independent operator. We will tell you the provider arrangements known for your booking; contact us if you need to clarify who is providing a particular part of the service. These terms do not remove any rights you may have against us or the operator under your contract or the law. By submitting a booking, you confirm that you have read these terms.
2. Your account and authority
You must be at least 18, give accurate contact details, and be the vehicle owner or have permission to arrange its recovery. If you book for a business or someone else, you confirm that you are authorised to do so. Keep your account details and sign-in credentials secure.
3. Vehicle, route and access details
Give us accurate vehicle registration, make, model, type, weight and dimensions where known; collection and destination addresses; vehicle condition; and any access restrictions. Tell us whether it starts, drives, rolls, steers and brakes, and disclose relevant damage, keys, modifications, electric or hybrid systems, special equipment, passengers, or other loading needs. For an auction, impound or restricted site, arrange any required appointment, release documents, keys, identification and permission. Tell us promptly if anything changes. Incomplete or incorrect details can change the quote, delay the job, or make recovery unsafe or impossible. If a revised quote is needed, we will ask you to accept it before proceeding; if you do not accept it, contact us about cancellation and a refund under our Refund Policy. You may be responsible for additional costs caused by inaccurate details or failure to arrange access only where those costs are properly explained and lawfully recoverable.
4. Price and additional charges
The price shown at checkout is based on the job details you provide and is the price for the described service. A change in mileage, destination, vehicle condition, access, waiting time, specialist loading, storage, tolls, parking or clean-air charges may affect the cost. We will explain any additional charge and how it is calculated and obtain your agreement before work that incurs it. You are responsible for third-party auction, impound or storage charges that apply to your vehicle or its release.
5. Booking, payment and fulfilment
You pay the displayed booking price online. Payments are processed by Stripe; we do not store your full card details. Your booking is confirmed when payment succeeds and we send confirmation. If we cannot arrange the booked recovery, we will cancel it and refund the booking price in full. If the details require a revised quote, you can decide whether to accept it before the changed work goes ahead.
6. Cancellations and refunds
Our cancellation process, including how dispatch affects a cancellation and how any eligible deduction is assessed, is set out in the separate Refund Policy. Some statutory cancellation rules have exceptions for transport of goods booked for a specific date or period. Which rules apply depends on the service and contract for your booking. The policy does not limit any mandatory consumer rights.
7. Timing, attendance and restricted sites
We will provide the agreed booking window, but arrival times can be affected by driver availability, traffic, weather and other events, so an estimate is not a guaranteed arrival time unless we expressly say otherwise. Be contactable, ensure the vehicle and site can be accessed, and promptly tell us about changes to access or release arrangements. If a driver attends but cannot safely access or release the vehicle, waiting or cancellation costs may apply only as explained and agreed. We are not an emergency service; call 999 if you are in immediate danger.
8. Vehicle contents, passengers and safety
Remove valuables and personal belongings before collection. The booking is for vehicle recovery and does not include storage or protection of personal property left inside it. Passenger transport is not included unless agreed in advance. An operator may refuse a passenger or a recovery method that is unsafe, unlawful, uninsured or beyond the vehicle's safe seating capacity. Do not ask an operator to proceed where doing so would be unsafe.
9. Damage or service concerns
Contact us promptly if you believe the vehicle was damaged or there is another problem. Where practical, report damage within 48 hours and provide photographs or other relevant evidence; this helps us investigate. Keep relevant evidence and, where reasonable, allow an inspection. A late report or missing evidence does not by itself remove your legal rights. We will review the information, but our review is not a court or insurer decision. Responsibility depends on the facts and the parties' legal obligations; contact us and we will help route the issue to the appropriate provider.
10. Privacy and communications
We use booking and contact information to arrange and support your recovery as explained in our Privacy Policy. We may share necessary information with the operator and other providers involved in the booking, or where required or permitted by law. We will discuss booking details with you or someone you have authorised, subject to reasonable identity checks. Do not post sensitive personal or vehicle information publicly.
11. Fair use and feedback
Use the service lawfully and provide honest booking information and feedback. Do not impersonate another person, manipulate quotes or reviews, submit fabricated evidence, or use threats or harmful content. This does not prevent a genuine complaint or lawful payment dispute. We may restrict access where reasonably necessary in response to fraud, serious or repeated abuse, or attempts to avoid applicable platform fees.
12. Availability, liability and governing law
We aim to keep the booking service available, but it may be interrupted for maintenance, technical issues or events outside our control. Nothing in these terms excludes or limits liability or a consumer right that cannot lawfully be excluded or limited. These terms are governed by the law of England and Wales, but this does not deprive you of any mandatory consumer protections that apply where you live.
13. Contact and related policies
Questions or complaints: call +44 7415 245241 or email support@towmycar.uk. You can also read our Refund Policy and Privacy Policy.