1. About TowManVan

These Terms of Service ("Terms") govern your access to and use of the TowManVan website (towmanvan.co.uk) and mobile application (together, the "Platform"), and the services available through it.

The Platform is operated by CityGrip Ltd, a private limited company incorporated in England and Wales, trading as TowManVan ("TowManVan", "we", "us", "our"). You can contact us at hello@towmanvan.co.uk.

TowManVan is a technology platform, not a vehicle recovery company, towing business, or removal company. We operate a marketplace that connects customers with independent, self-employed service providers ("Operators") who offer vehicle recovery, jump start, and man-and-van services. The physical services are arranged through TowManVan but delivered by Operators - independent contractors who are not employees or agents of TowManVan.

2. Acceptance of These Terms

By accessing or using the Platform - whether by downloading the app, visiting the website, registering for an account, or placing a booking - you confirm that you have read, understood, and agreed to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, you must not use the Platform.

We recommend that you save or print a copy of these Terms for your records. The current version is always available at towmanvan.co.uk/legal/terms.

Additional terms may apply to specific promotions, business accounts, or new service types. We will bring these to your attention when they are relevant, and they will supplement - not replace - these Terms.

3. Definitions

In these Terms, the following words have the meanings given to them below:

"App" - the TowManVan mobile application, available on iOS and Android.
"Booking" - a request for a Service submitted through the Platform.
"Consumer" - an individual acting wholly outside the course of a trade, business, craft, or profession.
"Operator" - an independent, self-employed service provider registered on the Platform to deliver Services, including vehicle recovery technicians, jump start engineers, and man-and-van drivers.
"Platform" - the TowManVan website and mobile application collectively.
"Service" - a car recovery, jump start, or man-and-van service arranged through the Platform and delivered by an Operator.
"you" / "your" - any person or entity using the Platform, whether as a registered account holder or a visitor.

4. Eligibility

You must be at least 18 years old to register for an account and make a Booking.

By using the Platform, you represent and warrant that:

you are at least 18 years old;
you have the legal capacity to enter into a binding contract under the laws of England and Wales;
all information you provide to TowManVan is accurate, current, and complete;
your use of the Platform complies with all applicable UK laws and regulations.

If you are making a Booking on behalf of a business, you additionally warrant that you have the authority to bind that business to these Terms.

5. Your Account

To place a Booking, you must register for a TowManVan account by providing your name, email address, phone number, and a valid payment method.

You are responsible for keeping your login credentials confidential. If you believe your account has been accessed without your authorisation, you must notify us immediately at hello@towmanvan.co.uk.

You are responsible for all activity carried out through your account unless you can demonstrate that activity was not authorised by you and you were not negligent.

You may hold only one active personal account. Accounts are personal to you - you must not transfer, share, or sell access to your account.

TowManVan may suspend or close your account if we have reasonable grounds to believe it is being misused or that the information you provided is false (see Section 15).

6. The TowManVan Platform

6.1 Marketplace Model

TowManVan is a technology marketplace. When you book a Service, TowManVan arranges for a suitable, available Operator in your area to carry out that Service. The physical service - towing your vehicle, jump starting your battery, or moving your belongings - is performed by the Operator, who is an independent contractor operating their own business, not an employee or worker of TowManVan.

TowManVan's role is limited entirely to operating the technology Platform through which customers and Operators connect. TowManVan does not direct, supervise, control, or monitor how any Operator performs a Service in the field. The Operator retains full autonomy over their methods, tools, vehicles, routes, and conduct throughout the performance of every Service.

6.2 Contract Formation

A contract for the Service is formed when TowManVan sends you confirmation that your Booking has been accepted and an Operator is en route. At that moment, you agree to pay the fixed price shown at the time of confirmation, and TowManVan agrees to arrange the Service on your behalf.

6.3 Fixed Pricing

The price for your Service is shown in full (inclusive of VAT, where applicable) before you confirm your Booking. There are no hidden call-out fees, mileage surcharges, or peak-time premiums. The price you see is the total price you pay.

6.4 Operator Vetting

All Operators on the Platform are vetted before they are permitted to accept Bookings. Vetting includes: photo identity verification; DBS (Disclosure and Barring Service) background check; proof of valid public liability insurance; proof of motor trade or relevant professional insurance; vehicle roadworthiness inspection; and platform induction training. TowManVan re-screens Operators regularly and removes those who fail to maintain our minimum standards or receive consistently poor customer feedback.

6.5 Platform Availability

The Platform is available 24 hours a day, 7 days a week, 365 days a year. However, TowManVan cannot guarantee that an available Operator will be present in your area at all times, particularly in remote locations or during periods of exceptionally high demand.

6.6 Independent Contractor Status - No Agency, No Vicarious Liability

Operators are independent contractors. No employment, worker, agency, partnership, franchise, or joint-venture relationship exists between TowManVan and any Operator. Operators are not employees or workers of TowManVan for any purpose, including for the purpose of employment law, vicarious liability, tax, or national insurance. Each Operator operates as an independent economic entity, entirely responsible for their own business conduct and compliance with applicable law.

Operators are not authorised to make any representations, promises, warranties, or binding commitments on behalf of TowManVan. Nothing an Operator says or does shall be treated as a statement, warranty, or representation by TowManVan.

TowManVan accepts no vicarious liability whatsoever for any act, omission, conduct, statement, negligence, or default of any Operator - whether occurring before, during, or after the performance of a Service. All legal responsibility arising from an Operator's conduct rests solely with that Operator in their personal and professional capacity.

7. Booking a Service

To make a Booking, open the App, select your required Service, confirm your location (including any relevant access information such as car park floor, bay number or road name), review the fixed price, and tap "Confirm Booking".

Your Booking is an offer to purchase a Service. The Booking is accepted - and a contract formed - when TowManVan confirms the Booking and dispatches an Operator, typically within 60 seconds of your confirmation.

Once confirmed, you can track the Operator's real-time location on the map within the App.

If no Operator is available in your area within a reasonable time, TowManVan will notify you and your Booking will be cancelled automatically. No charge will be applied.

For man-and-van bookings, you may schedule a Service up to 7 days in advance or book on demand. Advance bookings are subject to Operator availability at the time of scheduling.

Accurate information is your responsibility. If an Operator is dispatched to a location or vehicle that you have described inaccurately, TowManVan reserves the right to charge a partial or full callout fee (see Section 9).

8. Pricing and Payment

8.1 Fixed Prices

All prices shown in the App are fixed and inclusive of VAT where applicable. The price displayed before you confirm your Booking is the total amount you will be charged. As a guide, current prices include: car recovery services from £69; jump start from from £69 (12V car), £65 (EV/hybrid), or £89 (24V commercial van); man-and-van services from £35 per hour. Prices are kept up to date in the App and may change - the price displayed at the time of your specific Booking is always the price you pay.

8.2 Payment Methods

We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. Payment is collected in full when your Booking is confirmed. TowManVan uses a PCI-DSS-compliant third-party payment processor. TowManVan does not retain your full card details.

8.3 Failed Payments

If payment cannot be processed at the time of Booking, your Booking will not be placed. If a payment fails after a Booking has been confirmed (for example, due to a card dispute or chargeback), TowManVan reserves the right to suspend your account until the matter is resolved.

8.4 Receipts

A digital receipt will be sent to your registered email address after each completed Service. Receipts include the Booking reference, Service summary, date, and amount charged.

8.5 Tips and Promotions

Tipping Operators is entirely optional and can be done through the App after the Service is complete. Tips are passed to the Operator in full. Promotional codes, where issued, cannot be exchanged for cash, are limited to one per booking, must be used before their stated expiry, and may be subject to additional terms communicated at the time of issue.

9. Cancellation Policy

9.1 Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013"), you normally have a 14-day right to cancel a distance contract without giving a reason. However, if you expressly request that a Service begin within the 14-day cooling-off period - which is the case for all on-demand Bookings - you acknowledge, in accordance with Regulation 36(1) of CCR 2013, that your right to cancel is lost once the Service has begun. For Services that are fully completed within the cooling-off period, you will have no right to a refund.

9.2 Cancellation Before Dispatch

If you cancel a Booking at any time before an Operator has been dispatched, no charge will apply and a full refund will be issued within 5–10 working days.

9.3 Late Cancellation (After Dispatch)

If you cancel a Booking after an Operator has been dispatched and is travelling to your location, a cancellation fee of up to £15 may be applied to cover the Operator's reasonable time and fuel costs. The applicable cancellation fee will always be shown in the App before you finalise your cancellation.

9.4 No-Show

If an Operator arrives at your confirmed location and you are not present or accessible, and TowManVan cannot reach you within 10 minutes by the contact details on your account, the Booking will be treated as a no-show. You may be charged the full price of the Booking in such circumstances.

9.5 Failed Service Due to Inaccurate Information

If the Operator is unable to complete the Service because you provided inaccurate information - for example, the wrong vehicle type, an inaccessible location, or a vehicle that cannot be worked on due to undisclosed modifications - TowManVan may charge a callout fee.

9.6 Operator Cancellation

In the rare event that an Operator cancels after accepting your Booking, TowManVan will endeavour to dispatch an alternative Operator as quickly as possible. If no alternative is available, your Booking will be cancelled and a full refund issued within 5 working days.

9.7 Advance Bookings (Man and Van)

Advance man-and-van bookings may be cancelled without charge up to 1 hour before the scheduled start time. Cancellations within 1 hour of the scheduled start may incur a cancellation fee of up to one hour's booking cost.

10. Your Obligations

When using the Platform and during a Service, you agree to:

comply with all applicable UK laws and regulations;
keep your account information accurate and up to date at all times;
provide accurate location, vehicle registration, and vehicle type information when making a Booking;
be at the confirmed location when the Operator arrives, or make adequate advance arrangements for access;
treat all Operators with courtesy and respect - verbal or physical abuse of an Operator may result in account suspension and a report to the police;
not request a Service for any illegal purpose or in connection with any unlawful activity, including using a recovery vehicle to move an illegally imported or uninsured vehicle;
not ask an Operator to transport controlled substances, hazardous materials, or items whose possession is unlawful in the UK;
not ask an Operator to exceed statutory speed limits, working time regulations, or applicable road traffic law.

The Booking is solely for the vehicle and location specified at the time of booking. If you need assistance for a different vehicle or at a different location, you must place a new Booking.

10.1 Additional Obligations for Man-and-Van Bookings

For man-and-van Services, you are additionally responsible for:

ensuring all items are suitably packaged and ready for transport before the Operator arrives;
declaring any unusually fragile, valuable, high-risk, or irreplaceable items (including antiques, artwork, valuables, or items requiring specialist handling) before the Service begins, so appropriate insurance and handling arrangements can be confirmed;
ensuring the Operator has safe, legal, and unobstructed access to both the collection and delivery addresses, including confirming parking availability or arranging a parking dispensation if required;
ensuring you or an authorised responsible adult (aged 18 or over) is present at both the collection and delivery addresses.

11. Platform Availability

TowManVan provides the Platform on an "as is" and "as available" basis. We take reasonable steps to maintain availability but do not guarantee that the Platform will be uninterrupted, error-free, or entirely free from technical faults at all times.

TowManVan may suspend the Platform temporarily for scheduled maintenance, security updates, or to address technical issues. Where possible, we will give you reasonable advance notice of planned downtime.

You are responsible for ensuring you have a compatible device, operating system, and internet connection sufficient to use the App. TowManVan is not liable for failures caused by your device, network, or internet service provider.

TowManVan is not liable for any inability to complete a Booking or obtain a Service in circumstances beyond its reasonable control - see Section 13.5.

12. Intellectual Property

The Platform and all content on it - including the TowManVan name, logo, brand identity, design, software, text, and imagery - are owned by or licensed to TowManVan and are protected by UK and international intellectual property laws.

We grant you a personal, limited, revocable, non-exclusive, non-transferable licence to access and use the App solely for the purpose of booking Services for your own personal, non-commercial use.

You must not:

copy, reproduce, modify, or distribute any part of the Platform;
reverse engineer or attempt to extract the source code of the App;
use the TowManVan name or brand in connection with any other business, product, or service without our prior written consent;
create any derivative works based on the Platform content;
scrape, data-mine, or systematically download Platform content.

13. Limitation of Liability

13.1 Statutory Rights Preserved

Nothing in these Terms limits or excludes any liability that cannot lawfully be excluded or limited, including:

liability for death or personal injury caused by our negligence or the negligence of our employees, workers, or agents;
liability for fraud or fraudulent misrepresentation;
liability under the Consumer Rights Act 2015 or any other statutory rights you hold as a Consumer that cannot be waived by contract.

13.2 Marketplace Liability

TowManVan facilitates connections between customers and Operators but does not personally perform the physical Services. Subject to Section 13.1, TowManVan is not liable for:

property damage caused by an Operator during a Service - save that TowManVan will assist you in accessing the Operator's insurance details and relevant claims processes;
consequential vehicle damage caused by an Operator's failure to follow manufacturer or accepted-practice procedures - your remedy in such cases lies against the Operator and their insurer;
delays in an Operator's arrival caused by traffic, weather, road incidents, or other factors outside TowManVan's reasonable control.

13.3 Service Quality (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, you are entitled to expect that Services arranged through TowManVan will be performed with reasonable care and skill. If a Service falls below this standard, please contact us within 30 days (see Section 16). Depending on the circumstances, you may be entitled to repeat performance or a partial or full refund.

13.4 Indirect Losses

To the maximum extent permitted by applicable law, TowManVan is not liable for indirect, consequential, or special losses arising from your use of the Platform, including loss of profit, loss of anticipated savings, loss of data, or loss of business opportunity - whether or not TowManVan was advised of the possibility of such losses. The Platform is provided for personal use only.

13.5 Force Majeure

TowManVan is not liable for any failure or delay in performance resulting from circumstances beyond its reasonable control, including extreme weather events, natural disasters, acts of terrorism, government restrictions, infrastructure failure, widespread power outages, or pandemic.

13.6 Liability Cap

Subject to Section 13.1, TowManVan's total aggregate liability to you - whether in contract, tort (including negligence), breach of statutory duty, or otherwise - shall not exceed the total amount you paid for the specific Booking giving rise to the claim.

13.7 Third-Party Conduct - Operators and Customers

TowManVan expressly excludes all liability for any act, omission, conduct, negligence, breach of duty, or criminal behaviour of any Operator or any other third party - whether occurring before, during, or after a Service.

This exclusion applies without limitation to: physical assault or battery; verbal abuse or harassment; theft; property damage; fraud or misrepresentation; personal injury; emotional or psychological distress; and any other tortious or criminal act committed by an Operator against a customer, or by a customer against an Operator. Each such incident is the sole legal responsibility of the individual who committed it.

TowManVan is not an insurer and does not act as a guarantor of anyone's behaviour. Your remedy for any misconduct by an Operator lies directly against that Operator and, where applicable, their insurer. TowManVan will, upon written request, provide available insurer details to assist you in making a direct claim.

Criminal matters must be referred to the police (999 for emergencies; 101 for non-emergencies). TowManVan will cooperate with law enforcement pursuant to a valid legal request. Such cooperation does not constitute an admission of liability by TowManVan.

13.8 Data Protection - Contractual Liability Limitation

TowManVan processes personal data in accordance with its Privacy Policy, UK GDPR, and the Data Protection Act 2018. Subject to Section 13.1, TowManVan's contractual liability to you arising from any personal data breach, data processing failure, or breach of data protection law is limited to the amount you paid for the specific Booking (if any) directly giving rise to the loss.

Regulatory enforcement by the Information Commissioner's Office operates independently of these Terms and is not affected by the limitation above. You retain the right to complain directly to the ICO at ico.org.uk at any time.

Operators as independent data controllers. Operators receive only the minimum personal data required to fulfil your Booking (first name, contact number, and location). Each Operator processes that data as an independent data controller in their own right, under their own data protection obligations. TowManVan accepts no responsibility or liability for the data handling practices of any Operator.

14. Your Indemnity to TowManVan

By using the Platform, you agree to fully indemnify, defend, and hold harmless TowManVan, its officers, directors, shareholders, employees, contractors, data processors, and agents (the "TowManVan Parties") from and against any and all claims, demands, actions, proceedings, losses, liabilities, damages, costs, and expenses (including all reasonable legal fees) incurred or suffered by any TowManVan Party arising out of or in connection with:

your access to or use of the Platform or any Service;
any breach by you of these Terms or any applicable law or regulation;
any false, inaccurate, incomplete, or misleading information you provide to TowManVan or to an Operator;
any interaction between you and an Operator - including any dispute, incident, or harm (physical, psychological, financial, or otherwise) arising from that interaction, regardless of who initiated it;
any assault, battery, harassment, damage to property, or other violent, threatening, or unlawful conduct you commit against an Operator or any other person;
any claim brought against TowManVan by an Operator, third party, or regulatory authority arising from your conduct or your use of the Platform;
any wilful misconduct or fraudulent act by you.

This indemnity is a continuing obligation, independent of your other obligations under these Terms, and survives termination of your account. TowManVan may, at your cost, assume exclusive defence and control of any matter subject to indemnification by you.

14. Changes to These Terms

TowManVan may update these Terms from time to time to reflect changes in our services, applicable law, or business operations. We will post the revised Terms on the Platform and update the "Last updated" date at the top of this page.

For material changes - such as changes that affect your rights, introduce new fees, or significantly alter how we process your data - we will notify you by email, push notification, or in-app message at least 30 days before the changes take effect.

If you continue to use the Platform after the effective date of any change, you will be taken to have accepted the updated Terms. If you do not agree to the changes, you should stop using the Platform and close your account before the effective date.

16. Suspension and Termination

15.1 Closing Your Account

You may close your TowManVan account at any time by contacting us at hello@towmanvan.co.uk. Please note that closing your account will not affect any pending Bookings, outstanding payments, or legal obligations that arose while your account was active.

15.2 Suspension or Termination by TowManVan

TowManVan may suspend or permanently terminate your access to the Platform - with or without notice depending on the seriousness of the circumstances - if:

you have materially or repeatedly breached these Terms;
we reasonably suspect fraudulent, abusive, or dishonest activity on your account;
you have subjected an Operator to harassment, threatening behaviour, or violence;
you have submitted a knowingly false review or complaint;
you have failed to pay outstanding amounts.

15.3 Consequences of Termination

On termination, any outstanding Bookings will be cancelled, with appropriate refunds issued where applicable. You remain liable for any amounts owed to TowManVan that arose before the termination date.

Sections 8, 9, 12, 13, 14, 15, 16, 17, 18, 19, and 20 of these Terms survive termination.

17. Complaints and Disputes

TowManVan is committed to providing a high standard of service. If you are unhappy with a Service, a Booking, or any aspect of your experience:

Contact us first. Please raise your complaint within 30 days of the relevant event via the in-app support chat or by email to hello@towmanvan.co.uk. Include your Booking reference, the date of the Service, and a description of your concern.
Our response. We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days. For more complex matters, we will keep you informed of progress.
Alternative Dispute Resolution (ADR). If we are unable to resolve your complaint to your satisfaction through our internal process, you may refer the matter to a certified ADR provider. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, TowManVan will cooperate with ADR processes in good faith, though we are not obliged to use a specific ADR scheme. You can find a certified ADR provider at gov.uk/find-ombudsman.

Your right to bring a legal claim in the courts of England and Wales is not affected by this complaints process.

18. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales.

If you are a Consumer resident in England or Wales, you and TowManVan submit to the non-exclusive jurisdiction of the courts of England and Wales. If you are resident in Scotland, you may bring proceedings in either the Scottish or English courts. If you are resident in Northern Ireland, you may bring proceedings in either the Northern Irish or English courts.

19. General

Severability. If any provision in these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision will be removed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
Waiver. A failure by TowManVan to exercise or enforce any right or remedy under these Terms does not constitute a waiver of that right or remedy.
Third Parties. Except as expressly stated in these Terms, nothing herein is intended to confer any right or benefit on any third party pursuant to the Contracts (Rights of Third Parties) Act 1999.
Entire Agreement. These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and TowManVan in relation to your use of the Platform and supersede all prior agreements and understandings.
Assignment. TowManVan may assign or transfer its rights and obligations under these Terms to a successor entity - for example, on a corporate restructure or acquisition - provided your rights under these Terms are not materially reduced as a result. You may not assign your rights under these Terms.

20. Contact Us

If you have any questions about these Terms, please contact us:

General support: hello@towmanvan.co.uk
Legal enquiries: legal@towmanvan.co.uk
Website: towmanvan.co.uk

TowManVan is a trading name of CityGrip Ltd, incorporated in England and Wales. These Terms are effective as of 1 April 2026.