top of page

Terms and Conditions

Privacy policy


If the recovery exceeds 10 miles round trip, the recovery will need to be paid for in advance. Under no circumstance is the callout charge refundable. If you wish to cancel the recovery at any time the remaining balance will be refunded to you minus any charges incurred (admin fee, mileage, congestion charge/ULEZ, time and tolls etc.) as long as we have not reached you beforehand.  Please also see payment and cancellation policy.

Pound recoveries

All police pound recoveries will have to be paid in full before the vehicle is released from the pound.

If the customer is not present, an admin fee of £50 will be charged. Failed collections are non-refundable unless it is our fault. (This means the police will not release the vehicle to us due to our paperwork not being correct or we cannot load the vehicle)

All documents for your vehicles release will need to be emailed to us prior to collection and release fees and recovery funds transferred to us via bacs only to prior collection. (NO EXCEPTIONS)


All pre-booked transportation needs to be paid for in advance, payments should be received no later than three days before the collection is made. If the booking is made less than three days in advance, payment is required immediately on booking. Until payment is received, your booking will not be confirmed, and therefore we may not be able to undertake your job, or offer you your preferred date or time.

Payment/Cancellations and Refund Policy

Payment should be made either by bacs, cash or credit/debit card over the phone prior to recovery. For transportation jobs, payment needs to be made at least three days in advance of collection. Any recovery costing more than £100 needs to be made via bacs only.

We can accept the callout fee by card and you may pay the rest in cash on arrival for the recovery.

This is due to a number of fraudulent chargebacks that have been made.

For all cancellations you will have to pay a cancellation fee of £50. If the driver has already left then you will be charged a callout fee plus mileage and time travelled. If the driver arrives with you and you wish to cancel you will be charged the full recovery fee no exceptions.

Please see specific service required for full refund information.

We are very transparent and honest about our pricing and never increase the price of a job. The price quoted is the price you will pay!

 Unless the job changes.

If the pick up or drop off point changes the price may change. If the vehicle is not in the condition stated on the phone or you have decided to keep vital information of the condition or position of the vehicle then the price may change also.

IE The vehicle is not at a normal height from when manufactured, Stuck in gear, it can’t steer or is stiff, the vehicle is on its roof or side, the vehicle is impounded, the vehicle was seized for no insurance, the vehicle is trapped or in a very tight space to get to or get it out. The vehicle is in an underground car park, the vehicle has a lock on the wheel or wheels are immobilised/ not rolling or missing.


Vehicle liability/insurance

We are only responsible for your vehicle while it is loaded in/on ours. All vehicles are covered by our 'carriage of vehicle motor trade insurance policy” a copy of which is available on request. Any additional insurance required for loads in excess of our 'carriage of vehicle cover' (£20,000) will be negotiated and maybe invoiced separately.

Whilst every effort is made to keep to promised delivery schedules, DMR Vehicle Recovery will not be held responsible for late or failed collections or deliveries due to unforeseen circumstances beyond our control such as road works, traffic delays or accidents, breakdowns or adverse weather conditions etc.

Any damage not identified at time of drop off will not be accepted by us. All damage would need to be viewed by us prior to any repairs taking place.

DMR Vehicle Recovery will not be held responsible for any damage that cannot be attributable to negligence on behalf of DMR Vehicle Recovery or our staff for example Acts of God (Storm damage, Bird Strike etc.) DMR vehicle Recovery will not provide or be liable for the costs of any hire cars, replacement vehicles or compensation whilst the vehicle is being repaired.

Accident recovery/damaged and immobilised vehicle

We will not be held liable for any further damaged caused when loading/unloading damaged or immobilised vehicles.  This also includes steps taken to secure the vehicle for recovery.

Such as further wheel or suspension damage while being dragging on to our vehicle,

cutting or pulling items off to then secure them properly.

This may include removing of damage’s items such as bumpers, wings, lights, wheels or forks causing safety issues with loading or could fall from our vehicle while in transit.

These damaged parts may be placed inside your vehicle if we cannot hold them on the trucks bed securely.


Passenger Safety

You are responsible for your own safety and that of any of your passengers at all times during a recovery or when in our vehicles. Please do not enter or get on top of our vehicle unless the operator tells you it is safe to do so.

Do not open any doors or interact with our vehicle or yours during the recovery unless the operator lets you know it’s safe to do so.

 Please do not get involved with the loading or unloading of your vehicle! Please stand well back and do not distract the operator while the recovery is taking place.



By accepting a quote given by us, you are deemed to have fully accepted our terms and conditions.


DMR Vehicle Recovery LTD

Company Number


bottom of page