Terms and Conditions & Privacy Policy

Welcome to Sanu Recovery and Breakdown Services ("Company," "we," "us," or "our"). By accessing or using our website and platform (the "Platform"), you ("User," "Customer," or "you") agree to comply with these Terms and Conditions and our Privacy Policy. Please read this document carefully before using the Platform.

1. ACCEPTANCE OF TERMS

1.1 Agreement to Terms

By using the Platform, you agree to be legally bound by these Terms and Conditions and Privacy Policy. If you do not agree, you must not access or use our services.

1.2 Age Requirement

You must be at least 18 years of age to use this Platform and enter into legally binding contracts for services.

1.3 Updates and Modifications

We reserve the right to modify, amend, or update this document at any time. Material changes will take effect 30 days after posting notice on the Platform. Your continued use of the Platform after changes constitutes acceptance of the revised terms.

1.4 Geographic Scope

Our services operate UK-wide, covering England, Scotland, Wales, and Northern Ireland.

2. DEFINITIONS

Platform: The website, mobile applications, and services operated by Sanu Recovery and Breakdown Services, including any related online tools or communication channels.

Services: Vehicle recovery, breakdown assistance, and related roadside services requested through or provided via the Platform.

Direct Services: Services provided directly by Sanu Recovery and Breakdown Services using our own personnel and equipment.

Third-Party Services: Services provided by independent contractors, drivers, or companies that we coordinate on behalf of Customers.

Service Provider: Any independent contractor, driver, or company that provides recovery or breakdown services, including third-party providers with whom we coordinate.

Customer/User: Any individual or entity requesting or using Services through the Platform.

Booking: A request for Services submitted by a Customer via the Platform.

Commission: The coordination fee charged by the Company for facilitating connections between Customers and third-party Service Providers.

2A. HOW OUR PLATFORM WORKS

2A.1 Our Service Model

Sanu Recovery operates under two service delivery models:

(a) Direct Services

• Some services are provided directly by Sanu Recovery & Breakdown Services using our own team and equipment
• For Direct Services, we are the service provider and full liability applies as per Section 5
• These services are delivered under our direct control and responsibility

(b) Coordination Services (Third-Party Providers)

• When we cannot provide Direct Services, we coordinate with third-party Service Providers on your behalf
• We do NOT maintain a public listing or marketplace of Service Providers
• Upon receiving your booking request, we:
  1. Assess your service requirements
  2. Contact appropriate third-party Service Providers from our network
  3. Obtain quotes and availability
  4. Present options to you with transparent pricing (including our commission)
  5. Upon your acceptance, facilitate the connection and coordinate the service
  6. Charge a commission for this coordination service

2A.2 Our Role in Coordination Services

• We act solely as a facilitator and coordination platform
• We source and connect you with suitable Service Providers based on your needs
• Once connected, the contractual relationship for service delivery exists between you and the Service Provider
• The Service Provider operates under their own terms, insurance, and business practices
• We monitor coordination but do not control how third-party Service Providers deliver services
• Our liability for Coordination Services is strictly limited to our commission as stated in Section 5.4

2A.3 Service Selection

• You do not select Service Providers directly
• We use our expertise and network to match you with appropriate providers
• We provide you with service details, estimated costs, and provider information before you confirm
• You have the right to accept or decline any coordinated service option

3. PLATFORM SERVICES AND LIMITATIONS

3.1 Nature of Platform

We operate as both a direct service provider and a coordination platform:

• We provide some services directly through our own operations
• We coordinate third-party services when direct provision is not available
• We are NOT a marketplace or listing platform for Service Providers
• We actively source and coordinate Service Providers on your behalf

3.2 Third-Party Service Provider Coordination

3.2.1 Our Coordination Process

When coordinating third-party services:

• We contact Service Providers from our trusted network
• We verify basic availability and capability
• We obtain quotes and communicate terms
• We facilitate the connection between you and the Service Provider

3.2.2 Service Provider Requirements

We make reasonable efforts to work with Service Providers who:

• Hold valid public liability insurance
• Possess appropriate vehicle recovery licenses and permits
• Have demonstrated capability to provide the requested service

However, we do NOT formally verify, audit, or continuously monitor:

• Insurance policy details or coverage limits
• License validity or compliance status
• Equipment condition or maintenance records
• Driver qualifications or criminal background

3.2.3 Customer Responsibility and Due Diligence

Despite our coordination efforts, you are strongly encouraged to:

• Ask for and verify the Service Provider's insurance details
• Request identification and credentials upon arrival
• Inspect equipment and vehicles before service begins
• Report any concerns to us immediately at info@sanurecovery.co.uk or by phone
• Document the service with photos if there are concerns

3.2.4 No Warranties for Third-Party Services

The Company makes no representations, warranties, or guarantees regarding third-party Service Providers':

• Performance, quality, or timeliness
• Safety practices or equipment condition
• Professionalism or conduct
• Compliance with laws or regulations
• Insurance adequacy or claims handling

3.3 Direct Services

For services provided directly by Sanu Recovery & Breakdown Services:

• We maintain appropriate insurance and licensing
• We are fully responsible for service delivery
• Standard liability terms apply (not limited to commission)
• You will be clearly informed when we are providing Direct Services

3.4 Platform Misuse and Prohibited Conduct

3.4.1 Prohibited Actions

You must NOT:

• Provide false, inaccurate, or misleading information
• Contact Service Providers directly to bypass the Platform before booking confirmation
• Use the Platform for any illegal or unauthorized purpose
• Attempt to defraud or misrepresent your service needs
• Abuse, harass, or threaten our staff or Service Providers
• Attempt to circumvent payment of fees or commission

3.4.2 Consequences of Misuse

Violations may result in:

• Immediate restriction or denial of Platform access
• Cancellation of active bookings without refund
• Additional charges for costs incurred
• Legal action for damages or fraud
• Reporting to relevant authorities

4. BOOKING, PRICING, AND PAYMENT

4.1 Booking Process

• All bookings are subject to Service Provider availability
• Bookings are not confirmed until you receive written confirmation from us
• You must provide accurate vehicle and location information
• Estimated arrival times are indicative only and not guaranteed

4.2 Pricing and Quotes

4.2.1 Price Transparency

Service prices are determined by:

• (a) For Direct Services: Our standard pricing
• (b) For Coordination Services: Service Provider rates PLUS our commission
• All costs will be clearly disclosed before you confirm a booking
• Prices include VAT where applicable

4.2.2 Commission Structure

For Coordination Services, we charge a commission that varies based on:

• Job complexity and distance
• Time of service (standard hours vs. out-of-hours)
• Service Provider availability
• Special requirements or urgency
• The final total price is clearly disclosed before booking confirmation
• Commission is our fee for sourcing, coordinating, and facilitating the service

4.2.3 Additional Charges

Additional charges may apply for:

• Extra services not included in the original quote (e.g., additional vehicles, storage)
• Modifications to pickup/drop-off locations after booking
• Waiting time due to Customer delays
• Special equipment or handling requirements discovered on-site
• Services outside normal coverage areas

You will be informed of additional charges before they are applied where reasonably possible.

4A. CANCELLATION AND REFUND POLICY

4A.1 Cancellation by Customer

4A.1.1 Free Cancellation Period

• You may cancel your booking FREE OF CHARGE up to 24 hours before the scheduled service time
• To cancel, contact us at info@sanurecovery.co.uk or via the Platform
• Cancellation confirmation will be sent via phone call or WhatsApp

4A.1.2 Late Cancellation (Within 24 Hours)

Cancellations made less than 24 hours before scheduled service time may incur charges:

• Our commission: 50% retained as administrative and coordination fee
• Service Provider fees: As determined by the Service Provider's cancellation policy
• We will inform you of applicable cancellation charges before processing

4A.1.3 No-Show

If you fail to be present at the agreed location without prior cancellation:

• Full commission is retained
• Service Provider may charge their full service fee or cancellation penalty
• This applies even if the Service Provider attended but could not complete service due to your absence

4A.2 Refund of Commission (Coordination Services)

4A.2.1 Full Commission Refund

• Cancellation more than 24 hours before scheduled service: 100% commission refund
• Service Provider fails to attend or provide service without valid reason: 100% commission refund
• Service is cancelled by us due to inability to source a suitable Service Provider: 100% commission refund
• Duplicate or erroneous booking caused by Platform error: 100% commission refund

4A.2.2 Partial Commission Refund

• Cancellation within 24 hours of scheduled service: 50% commission refund

4A.2.3 No Commission Refund

• Customer no-show without prior notice
• Service is successfully provided
• Cancellation is due to Customer's change of mind within 24 hours of service
• Customer breaches these Terms and Conditions
• Service Provider arrives but service cannot be completed due to Customer-provided incorrect information
• Service Provider arrives but Customer refuses service

4A.3 Service Fee Refunds (Third-Party Service Provider Charges)

• All refunds or disputes regarding Service Provider charges must be claimed directly from the Service Provider
• We are not responsible for, and have no liability regarding, third-party Service Provider refund disputes
• We will provide reasonable assistance in facilitating communication with Service Providers
• Service Providers operate under their own refund and cancellation policies

4A.4 Refund Process and Timeframe

• Refund requests must be submitted to info@sanurecovery.co.uk within 14 days of the scheduled service date
• Include your booking reference, reason for refund, and supporting evidence if applicable
• We will review and respond to refund requests within 5 business days
• Approved refunds will be processed within 7-10 business days to the original payment method
• You will receive confirmation via phone call or WhatsApp once the refund is processed

4A.5 Cancellation by Service Provider

If a Service Provider cancels after booking confirmation:

• We will attempt to source an alternative Service Provider immediately
• If alternative cannot be arranged: Full refund of all charges (commission + any service fees paid)
• If alternative is more expensive: You may accept, decline, or request partial refund of difference
• We are not liable for consequential losses due to Service Provider cancellation

5. INSURANCE AND LIABILITY

5.1 Service Provider Insurance

• Third-party Service Providers are required to maintain valid public liability insurance
• Service Providers are solely responsible for ensuring adequate insurance coverage
• We make reasonable efforts to verify insurance but do not guarantee coverage adequacy
• You should request proof of insurance from Service Providers if concerned

5.2 Liability for Direct Services

For services provided directly by Sanu Recovery & Breakdown Services:

• We maintain appropriate public liability insurance
• We are liable for damages caused by our negligence or breach of contract
• Liability is subject to the limitations in Section 5.6
• Claims should be submitted to info@sanurecovery.co.uk with evidence

5.3 Limited Liability for Coordination Services (Third-Party Providers)

5.3.1 What We Are NOT Liable For (Coordination Services)

We are NOT liable for:

• Damage to your vehicle caused by Service Provider
• Personal injury caused by Service Provider
• Loss or theft of belongings during service
• Delays, failures, or non-performance by Service Provider
• Misrepresentation or misconduct by Service Provider
• Inadequate insurance held by Service Provider
• Poor quality or incomplete service delivery
• Costs exceeding the quoted price charged by Service Provider

5.3.2 Direct Claims Against Service Providers

For any issues arising from third-party service delivery:

• You must pursue claims directly against the Service Provider
• The Service Provider's insurance should cover legitimate claims
• We will provide Service Provider contact details to assist your claim
• We may facilitate communication but are not party to disputes

5.4 Force Majeure (Events Beyond Our Control)

We are not liable for delays, failures, or inability to perform due to events beyond our reasonable control, including but not limited to:

• Severe weather conditions (storms, flooding, snow, ice)
• Natural disasters (earthquakes, fires)
• Pandemics or public health emergencies
• Strikes, labor disputes, or industrial action
• War, terrorism, or civil unrest
• Government restrictions or legal prohibitions
• Failure of telecommunications or utilities
• Road closures or traffic accidents blocking access

5.5 Consumer Rights Protection

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded or limited under UK law
• Your statutory rights under the Consumer Rights Act 2015

6. DATA PROTECTION AND PRIVACY

We collect and process personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

6.1 Information Collected

6.1.1 Identity and Contact Data

• Full name
• Phone number(s)
• Email address
• Postal address or billing address (if provided)

6.1.2 Service-Related Data

• Vehicle registration number
• Vehicle make, model, and color
• Vehicle condition and breakdown details
• Pickup location address and GPS coordinates
• Drop-off/destination address
• Preferred service date and time
• Special requirements or instructions

6.1.3 Payment and Transaction Data

• Transaction history and booking records
• Commission amounts and payment status
• Refund requests and outcomes

6.1.4 Technical Data

• IP address and device identifiers
• Browser type and version
• Device type (mobile, desktop, tablet)
• Operating system
• Cookies and similar tracking technologies

6.2 How Data Is Used

6.2.1 Service Delivery

• Process and fulfill booking requests
• Coordinate with Service Providers on your behalf
• Communicate service details, updates, and confirmations
• Provide customer support and handle inquiries
• Facilitate payment processing

6.2.2 Platform Operation and Improvement

• Maintain and improve Platform functionality
• Analyze usage patterns and performance metrics
• Conduct research and development
• Test new features and services
• Optimize user experience

6.2.3 Marketing and Communications (With Consent)

• Send promotional offers and service updates
• Conduct customer satisfaction surveys
• Provide personalized recommendations

Note: You can opt out of marketing communications at any time by clicking "unsubscribe" in emails or contacting info@sanurecovery.co.uk.

6.3 Data Sharing and Disclosure

6.3.1 With Service Providers (Third-Party Recovery Companies)

When coordinating third-party services, we share necessary information:

• Your name and contact details
• Vehicle information
• Pickup and drop-off locations
• Service requirements and special instructions

This sharing is essential for service delivery. Service Providers are independent businesses and handle your data under their own privacy policies.

6.3.2 Legal and Regulatory Authorities

We may disclose data when required by law or to:

• Comply with legal obligations, court orders, or regulatory requests
• Enforce our Terms and Conditions
• Protect our rights, property, or safety
• Prevent or investigate fraud, security issues, or illegal activity

6.4 Data Retention

We retain your personal data only as long as necessary:

• Booking and transaction records: 7 years (for accounting and legal compliance)
• Communication records: 3 years (for customer service and dispute resolution)
• Marketing consent data: Until you withdraw consent

After retention periods expire, data is securely deleted or anonymized.

6.5 Your Data Protection Rights

Under UK GDPR, you have the following rights:

• Right to Access: Request a copy of the personal data we hold about you
• Right to Rectification: Request correction of inaccurate or incomplete personal data
• Right to Erasure: Request deletion of your personal data, subject to legal obligations
• Right to Restriction: Request limitation of how we use your data in certain circumstances
• Right to Data Portability: Request transfer of your data to another service
• Right to Object: Object to processing based on legitimate interests or for direct marketing
• Right to Withdraw Consent: Withdraw consent for marketing or other consent-based processing at any time
• Right to Complain: Lodge a complaint with the Information Commissioner's Office (ICO) at https://ico.org.uk or call 0303 123 1113

To exercise any of these rights, contact us at info@sanurecovery.co.uk. We will respond within 30 days of receiving a valid request.

6.6 Data Security and Breach Notification

6.6.1 Security Measures

We implement industry-standard security measures to protect your data:

• Encryption of data in transit (HTTPS/TLS)
• Access controls and authentication
• Regular security audits and updates
• Staff training on data protection

6.6.2 Data Breach Notification

In the event of a data breach affecting your personal data:

• We will notify you within 72 hours as required by UK GDPR
• You will be informed of the nature of the breach, data affected, and potential risks
• We will provide guidance on steps to protect yourself
• We will report the breach to the ICO if required by law

7. INTELLECTUAL PROPERTY

7.1 Ownership

All content, materials, and intellectual property on the Platform are owned by or licensed to Sanu Recovery and Breakdown Services, including but not limited to:

• Website design, layout, and graphics
• Logos, trademarks, and brand elements
• Text, images, videos, and multimedia content
• Software, code, and applications

7.2 Restrictions

You may NOT without our prior written consent:

• Reproduce, copy, or duplicate Platform content for commercial purposes
• Modify, adapt, or create derivative works
• Distribute, publish, or transmit content to third parties
• Remove or alter copyright notices, trademarks, or proprietary markings
• Use automated systems (bots, scrapers) to access or extract data
• Use our trademarks, logos, or branding in any manner

8. COOKIES AND TRACKING TECHNOLOGIES

8.1 What Are Cookies

Cookies are small text files stored on your device by your web browser when you visit our Platform. They help us provide and improve our services.

8.2 Types of Cookies We Use

8.2.1 Strictly Necessary Cookies

Essential for Platform operation. These cannot be disabled:

• Session management and authentication
• Security and fraud prevention
• Load balancing and performance

8.2.2 Analytics Cookies (With Consent)

Help us understand how the Platform is used:

• Google Analytics (anonymized IP tracking)
• Page views, session duration, bounce rates
• User journey and behavior analysis

8.3 Cookie Control

You can control cookies through:

• Browser settings: Most browsers allow you to block or delete cookies
• Google Analytics opt-out browser add-on

Note: Disabling cookies may affect Platform functionality.

9. COMPLAINT HANDLING AND DISPUTE RESOLUTION

9.1 Complaint Handling Process

9.1.1 How to Submit a Complaint

Contact us with your complaint via:

• Email: info@sanurecovery.co.uk (preferred method)
• Phone: 078 3333 93 09

Include:

• Your booking reference number
• Description of the issue
• Date and time of service
• Supporting evidence (photos, screenshots, receipts)
• Desired resolution

9.1.2 Response Timeframes

• Inquiry acknowledgment: Within 30 minutes during business hours (9 AM - 6 PM, Monday-Friday)
• Initial response to complaints: Within 24 hours
• Full investigation and resolution: Within 5-10 business days depending on complexity

9.2 Dispute Resolution

9.2.1 Informal Resolution

We strongly encourage resolving disputes through direct communication. Contact our support team first and engage in good-faith negotiation.

9.2.2 Mediation

If informal resolution fails, both parties agree to consider mediation before legal action. Mediation is voluntary, non-binding, and costs are shared equally.

9.3 Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any legal disputes arising from these Terms or use of the Platform are subject to the exclusive jurisdiction of the courts of England and Wales.

10. SERVICE ACCESS AND RESTRICTIONS

10.1 Restriction of Access by Company

We reserve the right to restrict or deny your access to the Platform immediately without prior notice if:

• You breach these Terms and Conditions
• You engage in fraudulent, abusive, or illegal activity
• You provide false or misleading information
• You misuse the Platform or services
• Your use of the Platform poses security or legal risks

10.2 Data Deletion Request

You may request deletion of your personal data at any time by contacting info@sanurecovery.co.uk, subject to our legal retention obligations outlined in Section 6.4.

11. GENERAL PROVISIONS

11.1 Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Sanu Recovery and Breakdown Services regarding use of the Platform.

11.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be modified to the minimum extent necessary to make it valid, or severed if modification is not possible. All other provisions remain in full force and effect.

11.3 Consumer Rights Acknowledgment

These Terms do not affect your statutory rights under:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Other applicable consumer protection legislation

If any term conflicts with your statutory rights, your statutory rights take precedence.

12. CONTACT INFORMATION