Cancellation & Refund Policy
This policy explains how cancellation requests are handled for Roadanix vehicle recovery bookings and how the amount of any customer refund is determined.
1. Scheduled bookings before they go live
If you request cancellation of a scheduled booking before the job has gone live and before it has been released to recovery operators, the cancellation charge is 5% of the booking amount, capped at a maximum of £10.
The remaining amount is refundable following Roadanix's review and cancellation of the booking.
2. When a scheduled booking goes live
Scheduled bookings are normally released to recovery operators approximately the configured release period before the required recovery time. The release period may vary.
The actual time at which the booking is released is recorded by Roadanix. Once the booking has gone live, the live-job cancellation rules below apply.
Roadanix may release a booking earlier or later where operationally necessary. The applicable cancellation position is based on the booking's actual recorded status and relevant timestamps.
3. ASAP and live-job cancellations
ASAP bookings and scheduled bookings that have already gone live are subject to the following cancellation stages:
| Stage | Position when cancellation is requested | Customer refund |
|---|---|---|
| Stage 1 | No recovery operator has been allocated to the job. | 90% |
| Stage 2 | A recovery operator has been allocated but has not started travelling to the recovery location. | 75% |
| Stage 3 | The recovery operator has started travelling to the recovery location or has arrived. | 35% |
| Stage 4 | Recovery has started or the vehicle has been collected. | 0% |
4. Time of your cancellation request
When you submit a cancellation request through your secure Manage Booking link, Roadanix records the request time.
The job's operational position at that time is reviewed to determine the applicable cancellation stage and refund.
Roadanix may use available system records and may contact the allocated recovery operator where necessary to establish the operational stage of the job.
5. Refund review and approval
Refunds are not automatically issued when a cancellation request is submitted. Roadanix reviews the request and confirms the applicable cancellation outcome.
If a refund is due, the amount will be confirmed before the refund is issued.
Refunds are normally issued back to the original payment method. Once Roadanix has issued a refund, it may take approximately 5–10 days to appear on your statement, depending on your bank or payment provider.
6. Cancellation by Roadanix
In some circumstances Roadanix may need to cancel a booking for operational, availability, safety or other legitimate reasons.
Where Roadanix cancels the booking rather than the customer, the customer will receive a refund of 100% of the amount paid for that booking.
Payment-processing costs retained by Roadanix's payment provider will not be deducted from the customer's refund.
7. Operator allocation and operational status
Operator allocation, travel, arrival and recovery status can affect the cancellation stage of a live booking.
Where necessary, Roadanix will review the available information before confirming the final cancellation outcome.
8. How to request cancellation
Use the secure Manage Booking link provided with your booking to request cancellation.
If you cannot access your Manage Booking link, contact Roadanix using the contact details provided on the Roadanix website or in your booking communications.
9. Policy version
Cancellation terms applicable to a booking are determined by the policy/terms applicable to that booking, together with the recorded circumstances of the cancellation request.
Policy version: 2026-10-05-v1