Refund Policy

Refund Policy

At On and Gone recovery Limited, we strive to provide excellent roadside assistance, vehicle recovery, and towing services. We understand that situations may arise where you may need to request a refund. This Refund Policy outlines the terms under which refunds may be issued.

1. Eligibility for Refunds

Refunds are provided under the following circumstances:

• Service Not Provided:
  • If On and Gone recovery fails to provide the agreed service (e.g., towing, recovery, or roadside assistance), you are eligible for a full refund of the payment made for that specific service.
• Service Cancellation:
  • If you cancel the service at least [insert required notice period, e.g., 1 hour] before the agreed service time, you may be eligible for a full refund.

2. Non-Refundable Circumstances

Refunds will not be issued in the following cases:

• Late Cancellation:
  • If you cancel the service after the vehicle has been dispatched, a cancellation fee may apply, and the remainder of the service fee may not be refunded.
• Completed Services:
  • Once a towing or recovery service has been successfully completed, refunds will not be issued unless there was a significant failure in the service provided.
• Incorrect Information:
  • If you provided incorrect information (such as wrong vehicle details or location) resulting in the inability to deliver the service, a refund may not be applicable.

3. Requesting a Refund

To request a refund, please follow these steps:

• Contact our customer service team at recovery@onandgone.co.uk with the following information:
  • Your name
  • The date and time of the service
  • The nature of your refund request (e.g., service not provided, cancellation)
• Refund requests must be submitted within 2 of the scheduled service date.

4. Processing Refunds

Once your refund request has been received and reviewed, we will notify you of the status of your request. If approved, refunds will be processed as follows:

• Refunds will be credited to the original method of payment.
• Please allow 5 business days for the refund to appear in your account, depending on your payment provider.

5. Contact Us

If you have any questions or need assistance with your refund request, please contact us at:

On Gone recovery Limited
Email: recovery@onandgone.co.uk