Terms & Conditions

Effective Date: 6 July 2025

1. Introduction

Welcome to TOWD Ltd (trading as TOWD App / TOWD Roadside Assistance) (“we”, “us”, or “our”). These Terms and Conditions (“Terms”) govern your access to and use of our platform, including the website www.towdapp.com and any associated mobile applications (collectively, the “Platform”).

By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

2. Definitions

• “Platform” - The website www.towdapp.com and TOWD App mobile applications.
• “Customer” - Any individual who books a service through the Platform.
• “Recovery Partner” - A third-party service provider who accepts a booking to carry out a vehicle-related service.
• “Service” - Any vehicle recovery or roadside assistance service offered through the Platform.
• “Booking” - A request made by a Customer for a Service via the Platform.

3. Our Role

TOWD App acts as a facilitator between Customers and independent Recovery Partners. We do not provide vehicle recovery services directly.

We provide a platform to:

• Request and manage bookings
• Process payments securely
• Facilitate communication between parties
• Offer basic customer support

The contract for services is formed directly between the Customer and the Recovery Partner, not with TOWD.

4. Booking Process

• Customers submit a Booking through the Platform.
• Recovery Partners may accept or reject the request.
• Once accepted, a service agreement is formed between the Customer and the Recovery Partner.
• TOWD App processes payments and issues booking confirmations.
• TOWD may hold funds in escrow until the service is marked as completed or confirmed by the Customer.

5. Charges and Payment

• Service prices are displayed at the time of Booking.
• Additional charges may apply for:
• Delays beyond a grace period
• Extra mileage or time
• Misrepresented or undisclosed vehicle conditions
• Payments are collected via our secure payment gateway.
• TOWD may withhold payouts to Recovery Partners until service completion is confirmed.

6. Cancellations and Refunds

• Bookings may be cancelled free of charge up to 24 hours before the scheduled time.
• Cancellations made less than 24 hours in advance may incur a fee.
• Refunds are issued in accordance with our Refund Policy.
• If a Recovery Partner fails to deliver the service, Customers may contact support to request a refund or replacement booking.

7. Customer Responsibilities

By using the Platform, you agree to:

• Provide accurate booking information
• Ensure your vehicle is accessible, road-legal, and safe for recovery or inspection
• Be available at the agreed time and location
• Cooperate respectfully with the Recovery Partner

8. Recovery Partner Responsibilities

Recovery Partners agree to:

• Deliver services with reasonable care, skill, and professionalism
• Maintain valid insurance, licenses, and roadworthy equipment
• Abide by all relevant laws and safety regulations
• Notify Customers and TOWD of delays or issues in a timely manner

9. Limitation of Liability

TOWD App:

• Is not liable for any loss, damage, injury, or delay caused by a Recovery Partner
• Does not guarantee service performance, timing, or availability
• Limits total liability to the amount paid for the affected booking

You acknowledge that you are entering into a service agreement with a third party at your own risk.

10. Data Protection & Privacy

We respect your privacy. Your personal data is handled in accordance with our Privacy Policy, which outlines how information is collected, stored, and used.

11. Acceptable Use Policy

You agree not to:

• Use the Platform for unlawful, abusive, or misleading purposes
• Harass, impersonate, or defraud others
• Attempt to hack, damage, or disable the Platform

We reserve the right to suspend or terminate accounts that breach this policy.

12. Termination of Access

We may suspend or terminate your access to the Platform without notice if:

• You breach these Terms
• You misuse the services or engage in fraudulent activity
• Required by law or regulatory authorities

13. Changes to Terms

We may update these Terms from time to time. When changes are made, the updated Terms will be published on the Platform with the effective date. Continued use of the Platform constitutes acceptance of the new Terms.

14. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact Us

For questions, feedback, or complaints, contact us at:

• Email: support@towdapp.com
• Phone: 0333 339 37 36
• Website: Contact Page