Refund, Cancellation, Complaints and Disputes Policy

Cancellation deductions

Any deduction must reflect evidenced reasonable work or cost and never exceed the stage cap: £0 before the driver is en route; up to 30% of the total once en route; up to 50% after arrival; and up to 100% after the vehicle has been loaded. The cap is not an automatic charge. A lower amount applies where actual reasonable cost is lower.

No deduction applies to driver fault, unsafe or unlawful performance, material misdescription by the driver, or where consumer law requires a greater refund.

Driver cancellation or failure

If the driver cancels, fails to attend or cannot lawfully complete the service, the customer chooses either a full refund to the original payment method or a suitable replacement driver without another platform charge. A replacement may require agreement to a changed scope, but Quartz will not impose a second platform amount because of the original driver’s failure.

How refunds are paid

The default is refund to the original card or payment method. Closed-loop Quartz wallet credit is offered only with the customer’s clear choice and does not expire. Refund timing after approval depends on the payment provider and bank. Quartz confirms when the refund instruction is submitted.

Complaints and disputes

Report a concern promptly through support and, where possible, within seven days so evidence can be preserved. The seven-day request is not a time limit on statutory rights. Include the booking reference, what happened, the outcome sought and relevant photos or messages.

We aim to acknowledge within two business days and provide an outcome within ten business days. Complex insurance, fraud or third-party investigations may take longer; we will explain why and give updates.

Evidence and review

Quartz may review booking events, GPS, photos, messages, acknowledged call recordings, payment records and both parties’ submissions. Each party may correct factual errors and request human review. Evidence is handled under the Privacy Notice and legal-hold rules.

Escalation

Email support@quartzrecovery.com, or legal@quartzrecovery.com for a formal legal complaint. Quartz does not belong to an ADR scheme at launch. This does not affect statutory remedies, card chargeback rights, complaints to regulators, insurance claims or court access.