Customer Terms of Service

The parties and service

These terms are between you and QUARTZ RECOVERY LIMITED for use of the Quartz Recovery platform. When a driver’s quote is accepted, the recovery service contract is between you and that independent driver. Quartz arranges the marketplace and collects payment as the driver’s disclosed collection agent.

You must be 18 or over, give accurate booking information, have authority over the vehicle and use the service lawfully.

Quotes and the complete price

You see one complete payable price before payment. It includes the driver’s quoted service amount and Quartz’s remuneration for operating the marketplace; the in-app price is not split into a markup or separate platform-fee line. The displayed price changes only if you request and approve a material change to the job or a lawful cancellation deduction applies.

Quartz issues an agent invoice that identifies the driver as service supplier and reflects each party’s verified VAT status. Until a VAT registration is verified, the platform must not represent an amount as VAT-inclusive or state an unverified VAT number.

Payment

Payment is made to Quartz through the supported Stripe checkout as collection agent for the driver. Cash, direct bank transfer to a driver and off-platform payment are prohibited. A driver must not demand additional cash. Contact urgent support if this happens.

Starting within 14 days

Vehicle recovery is commonly requested to begin immediately. At checkout you must expressly request performance during the 14-day cancellation period and acknowledge that, once the service is fully performed, the statutory cancellation right may be lost. If you cancel after work has begun, you may owe a proportionate amount for service supplied up to cancellation, subject to the published Cancellation Policy and your statutory rights.

Recovery and passengers

The booking covers recovery of the described vehicle. Passenger transport is not guaranteed. It requires a separate agreement with the driver plus lawful seating, capacity, insurance and safety conditions. Never enter a recovery truck or recovery area contrary to the driver’s safety direction.

Driver performance and damage

The independent driver is responsible for carrying out the recovery with reasonable care and skill, safely securing the vehicle, and dealing with loss or damage for which they are legally responsible under their own insurance. Quartz is not the recovery insurer, but will preserve platform evidence, facilitate contact and help administer complaints and disputes.

Cancellation and driver failure

The Refund, Cancellation, Complaints and Disputes Policy forms part of these terms. There is no deduction before the driver is en route. Later deductions must reflect evidenced reasonable costs and are capped by job stage. If the driver cancels, fails to attend or cannot perform, you may choose a full refund or a replacement driver without another platform charge. Driver fault does not reduce your refund rights.

Your responsibilities

• Provide accurate locations, vehicle details, condition, access constraints and hazards.
• Keep a safe distance and follow lawful safety instructions.
• Do not request unlawful loading, overloading or unsafe passenger travel.
• Use in-platform communication and do not arrange private repeat work from a Quartz booking.
• Do not upload unlawful, abusive, malicious or irrelevant content.

Liability and consumer rights

Nothing excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Quartz is responsible for providing its platform service with reasonable care and skill. Quartz is not responsible for losses caused solely by inaccurate information you supplied, unlawful instructions, or matters outside reasonable control, but this does not remove rights you have against the driver or under consumer law.

Accounts, safety and termination

We may restrict an account to protect users, investigate suspected fraud or enforce these terms. Significant adverse decisions receive reasons where lawful and a route to human review. You may stop using the platform and request account deletion through Privacy and Data controls.

Law and courts

English law governs these terms, but mandatory consumer protections in Scotland, Wales and Northern Ireland continue to apply. Consumers may bring proceedings in the courts available to them under mandatory local law. We do not subscribe to an ADR body at launch; internal complaints, statutory remedies, card chargeback rights and court access remain available.