Last updated: September 2026
Please read these Terms and Conditions carefully before using the booking and vehicle recovery coordination services provided by Langford Recovery Group.
By confirming a booking, requesting dispatch or making payment, you agree to these Terms and Conditions.
1. About Langford Recovery Group
Langford Recovery Group (“Langford”, “we”, “us” or “our”) provides vehicle recovery booking, quotation, dispatch and coordination services.
Unless expressly confirmed otherwise in writing, the physical recovery, loading, securing, transportation and unloading of a Customer’s vehicle may be carried out by an independent third-party recovery operator (“Recovery Operator”).
Recovery Operators are independent service providers and should not be assumed to be employees of Langford Recovery Group or to be operating vehicles owned by Langford Recovery Group.
2. Our role
Langford’s role may include:
- receiving and processing recovery requests
- providing or arranging quotations
- locating and allocating an available Recovery Operator
- coordinating dispatch
- facilitating communication between the Customer and Recovery Operator
- processing or facilitating payment
- maintaining booking and job records
Where an independent Recovery Operator performs the physical recovery, that operator is responsible for the physical handling, loading, securing, transportation and unloading of the vehicle.
Nothing in these Terms excludes any responsibility that Langford has where such responsibility cannot lawfully be excluded.
3. Independent Recovery Operators
Langford may arrange for a booking to be performed by an independent Recovery Operator within our recovery network.
The Recovery Operator carrying out the physical recovery is responsible for performing that work with appropriate care and skill and for complying with applicable legal requirements relating to its activities.
Recovery Operators are responsible for maintaining any insurance, licences, permissions, vehicle requirements and other authorisations legally required for the recovery services they perform.
Where reasonably practicable, Langford will maintain records identifying the Recovery Operator allocated to a booking.
4. Insurance
Langford Recovery Group does not provide motor insurance, vehicle recovery insurance, goods-in-transit insurance or any other insurance policy covering the Customer’s vehicle merely by accepting, arranging or coordinating a booking.
Where an independent Recovery Operator performs the physical recovery, that operator is responsible for maintaining any insurance legally required for the activities it performs.
The scope, exclusions, excesses and limits of any insurance held by a Recovery Operator are determined by the applicable insurance policy.
Nothing stated on our website, during quotation or during booking should be interpreted as an insurance policy or insurance advice unless expressly confirmed otherwise in writing.
5. Customer information
The Customer must provide accurate and complete information that may reasonably affect the recovery, including where relevant:
- vehicle make and model
- registration number
- vehicle size and approximate weight
- collection location
- destination
- accident damage
- mechanical condition
- steering or suspension damage
- locked, damaged or missing wheels
- seized brakes
- missing keys
- inability to select neutral
- electric or hybrid vehicle status
- low ground clearance
- vehicle modifications
- underground or restricted parking
- access restrictions
- any other circumstances that could materially affect safe recovery
If information supplied by the Customer is materially incorrect or incomplete, the recovery arrangements or quotation may need to be changed.
6. Authority to move the vehicle
By requesting recovery or transportation, the Customer confirms that they:
- own the vehicle
- have permission from the owner
- or otherwise have lawful authority to arrange movement of the vehicle
Langford or the Recovery Operator may request reasonable evidence of identity, ownership or authority.
A recovery may be refused or suspended where there are reasonable grounds to believe the Customer does not have lawful authority to move the vehicle.
7. Vehicle condition
The Customer must disclose known existing damage, mechanical defects and other relevant conditions before recovery.
The Customer authorises Langford and/or the assigned Recovery Operator to take reasonable photographs or video recordings of the vehicle before collection, during recovery where appropriate and following delivery for condition-recording and evidential purposes.
Where reasonably practicable, visible existing damage may be documented before the vehicle is moved.
8. Physical custody and control
Where an independent Recovery Operator performs the recovery, physical custody and control of the vehicle during loading, transportation and unloading will ordinarily rest with that Recovery Operator.
The Recovery Operator is responsible for exercising appropriate care in physically handling, loading, securing, transporting and unloading the vehicle.
Langford arranging, coordinating or receiving payment for a booking does not by itself mean that Langford has physical possession or custody of the vehicle.
9. Vehicle damage or loss
If the Customer believes that new loss or damage occurred during the physical recovery, loading, transportation or unloading of the vehicle, the Customer should notify Langford and, where appropriate, the assigned Recovery Operator as soon as reasonably practicable after discovering the issue.
The Customer should provide available evidence including photographs, videos and details of the alleged damage.
Langford may provide relevant booking information and Recovery Operator details where appropriate and may reasonably assist communication between the Customer and Recovery Operator.
Where loss or damage was caused solely by an independent Recovery Operator while the vehicle was in that operator’s physical custody or control, responsibility for that loss or damage will ordinarily rest with the Recovery Operator, subject to applicable law and the circumstances of the incident.
Langford will not be responsible for loss or damage to the extent that it:
- existed before collection
- resulted from a pre-existing mechanical, electrical, structural or bodywork defect
- resulted from inaccurate or incomplete information supplied by the Customer
- resulted from circumstances outside Langford’s reasonable control
- was not caused by an act, omission or breach for which Langford is legally responsible
Nothing in these Terms excludes or restricts any liability that cannot lawfully be excluded or restricted.
10. Personal belongings
Customers should remove cash, jewellery, electronic devices, documents and other valuable or fragile belongings from the vehicle before collection wherever reasonably possible.
The Customer must disclose any dangerous, prohibited or unusual items remaining within the vehicle where they could affect safe transportation.
Langford will not be responsible for personal property loss where that loss was not caused by an act, omission or breach for which Langford is legally responsible.
Nothing in this section excludes liability that cannot lawfully be excluded.
11. Quotations and additional work
Quotations are based on the information supplied by the Customer at the time of quotation.
A quotation may need to be revised where:
- vehicle details were incorrect
- the vehicle condition differs materially from that described
- collection or destination information was inaccurate
- access is materially different from that described
- the vehicle has locked or missing wheels
- severe accident damage is discovered
- specialist equipment is required
- additional work is reasonably necessary to perform the recovery safely
Where reasonably practicable, additional charges will be communicated before additional chargeable work is undertaken.
12. Estimated arrival times
Any estimated arrival time provided by Langford or a Recovery Operator is an estimate unless expressly confirmed in writing as guaranteed.
Arrival times may be affected by traffic, road closures, accidents, weather conditions, police restrictions, operator availability, equipment problems, inaccurate location information or other circumstances outside reasonable control.
Langford does not guarantee an exact arrival time unless such guarantee has expressly been agreed in writing.
13. Access and safe recovery
The Customer must provide accurate information regarding access to the vehicle and destination.
Relevant restrictions may include:
- underground parking
- height restrictions
- narrow roads
- locked compounds
- private land
- restricted access
- unsafe vehicle positioning
A Recovery Operator may refuse to undertake any action or manoeuvre that the operator reasonably considers unsafe, unlawful or likely to cause avoidable damage.
14. Payment
The Customer must pay the agreed price together with any additional charges subsequently agreed or otherwise lawfully payable.
Depending on the booking arrangement, payment may be collected by Langford Recovery Group, the assigned Recovery Operator or an authorised payment service provider.
The fact that Langford receives, processes or facilitates payment does not by itself mean that Langford owns the recovery vehicle or physically performs the recovery.
15. Customer responsibilities
The Customer must:
- provide accurate information
- provide lawful access to the vehicle
- disclose known damage and recovery difficulties
- disclose relevant vehicle modifications
- follow reasonable safety instructions
- not interfere with recovery equipment
- not request an unlawful vehicle movement
- act reasonably towards Recovery Operators and Langford personnel
A service may be refused or stopped where continuing would reasonably create a safety risk or involve unlawful activity.
16. Dangerous or illegal items
The Customer must not knowingly use a recovery service arranged through Langford to transport illegal goods or undisclosed hazardous materials.
Any dangerous materials, unusual loads or other circumstances that could affect safe transportation must be disclosed before recovery.
A Recovery Operator may refuse transportation where the operator reasonably considers the transportation unsafe or unlawful.
17. Electric, hybrid, modified and specialist vehicles
The Customer must disclose if a vehicle is electric, hybrid, heavily modified, unusually low, unusually large or otherwise requires specialist recovery arrangements.
Additional equipment or specialist recovery arrangements may be required depending on the vehicle and its condition.
18. Events outside reasonable control
Langford will not be responsible for failure or delay caused by circumstances genuinely outside its reasonable control, except where applicable law provides otherwise.
Such circumstances may include severe weather, major road closures, emergency-service restrictions, significant traffic incidents, civil emergencies or comparable events.
Where practicable, reasonable steps will be taken to minimise disruption and communicate material delays.
19. Complaints and damage claims
Customers should notify Langford as soon as reasonably practicable regarding any complaint or alleged vehicle damage.
Where available, the Customer should provide:
- booking reference
- vehicle registration
- date and approximate time
- collection location
- destination
- description of the issue
- photographs or videos
- other relevant supporting evidence
Where a complaint relates to physical handling, loading, transportation or unloading performed by an independent Recovery Operator, Langford may refer the matter to that operator and may provide reasonable assistance with communication and investigation.
Customers are encouraged to report apparent vehicle damage promptly so that relevant evidence can be preserved.
Failure to report an issue immediately does not automatically remove any statutory or legal rights the Customer may have.
20. Liability
Nothing in these Terms excludes or restricts liability for:
- death or personal injury caused by negligence
- fraud or fraudulent misrepresentation
- statutory consumer rights where liability cannot legally be excluded or restricted
- any other liability that cannot lawfully be excluded or restricted
Langford is not responsible for loss caused solely by an independent Recovery Operator or another third party where Langford is not legally responsible for that loss.
Where Langford itself causes foreseeable loss through its own breach of contract, negligence or failure to exercise the level of care and skill required by law, nothing in these Terms removes any rights or remedies available to the Customer under applicable law.
Langford will not be responsible for indirect or unforeseeable losses except where applicable law provides otherwise.
Where the Customer enters into the booking wholly as a consumer, Langford will not be responsible for purely commercial losses such as loss of profit, revenue, business or commercial opportunity, except where liability cannot lawfully be excluded.
21. Statutory rights
Nothing in these Terms affects the Customer’s statutory rights.
Where applicable, services must be provided with reasonable care and skill in accordance with UK consumer law.
If any provision of these Terms conflicts with a mandatory legal right, that mandatory legal right will apply.
22. Privacy and information sharing
Langford may share information reasonably necessary to arrange and administer a recovery with the assigned Recovery Operator and relevant service providers.
This may include:
- Customer name
- telephone number
- collection location
- destination
- vehicle details
- relevant booking instructions
Personal information will otherwise be handled in accordance with Langford’s Privacy Policy and applicable data protection law.
23. Communication
The Customer agrees that Langford may contact them regarding their booking by telephone, SMS, WhatsApp, email or another contact method supplied by the Customer where appropriate.
Booking-related communications are separate from marketing communications.
24. Changes to these Terms
Langford may update these Terms from time to time.
The version applicable to a booking will normally be the version made available when that booking was confirmed.
A later change to these Terms will not retrospectively alter an existing booking merely because the website has subsequently been updated.
25. Severability
If any provision of these Terms is found by a court or competent authority to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
26. Governing law and jurisdiction
These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable to the Customer.
Nothing in these Terms removes any mandatory right a consumer may have concerning the court or jurisdiction in which proceedings may be brought.
27. Contact details
Langford Recovery Group
Website: https://langfordrecovery.com
Email: info@langfordrecovery.com
Telephone: 020 3761 2836
Business address: 31 Pepper Street, London, E14 9RP