Cancellations & Refunds

How to cancel or change a recovery

Contact Ozzy’s Breakdown Recovery as soon as you know the recovery is no longer needed. For an imminent collection, call 07778 348703, then confirm in writing by WhatsApp or email to service@ozzysbreakdownrecovery.com. Include your name, booking reference, collection location and requested time.

Sharing a location or asking for a quote does not itself create a chargeable booking. This policy applies after a recovery has been agreed.

Call-out charges and late cancellations

Where it has been explained and agreed at booking, the usual call-out amount is £85. A same-day cancellation made less than 10 hours before the agreed collection may attract that charge.

Any amount retained must reflect reasonable work already carried out or direct losses resulting from the cancellation. We take account of costs saved and do not automatically keep the whole payment. A cancellation charge will not be applied where statutory rights prevent it, or exceed the amount that can lawfully and fairly be retained. Ask us for an explanation of any deduction.

When work has already started

If attendance, travel or recovery work has started at your request, a proportionate charge for work properly performed may be due, depending on the booking and the cancellation rights that apply. A larger payment is not automatically lost because a call-out charge was agreed.

After an agreed recovery has been completed, there is normally no refund simply because you change your mind. This does not remove your rights where the service was not provided as agreed or was not carried out with reasonable care and skill.

Consumer cancellation rights

Some consumer service bookings made at a distance or away from business premises carry a 14-day cancellation right from the date the contract is made. Other bookings can fall within a legal exception, depending on the service and whether a specific date or period is agreed. Emergency recovery is not automatically treated as an exception merely because it is urgent.

Where a cancellation period applies and you ask us to start within it, we must obtain the required express request and provide the required information before starting. You may owe a proportionate amount for the service supplied before cancellation. The right is lost after full performance only where the legal conditions, including the required request and acknowledgement, have been met.

Any applicable right or exception will be explained before the booking is confirmed. Sending the website quote form is not consent to waive cancellation rights.

If we cannot provide the agreed service

If we cancel before providing a service, we refund payments for the service not supplied. Where a job cannot continue, we discuss the reason, any work properly carried out and the refund position. Incorrect vehicle or access details do not justify an arbitrary penalty; any retained charge must still be justified.

Refunds

Where a refund is due, it will be arranged without unnecessary delay, normally to the original payment method unless another method is agreed. Where statutory cancellation rules apply, we follow their required repayment timescale. Your payment provider may take additional processing time after a refund is issued.

We can agree a full, partial or goodwill refund after reviewing a case. This does not limit rights that apply by law.

A cancellation message you can use

You do not have to use this wording or give a reason when exercising a statutory cancellation right. An unambiguous message telling us you want to cancel is sufficient.