Rowm Terms of Service and Cancellation Policy

Effective Date: 28 May 2025

Cancellation Policy

1. Introduction

These Terms of Service (“Terms”) set out the agreement between you (“the Customer”) and Rowm Ltd (“Rowm”, “we”, “us”, “our”) regarding the provision of vehicle collection, transport, and delivery services. By booking with Rowm, you agree to these Terms.

For questions, please contact us at [email protected].

2. Service Terms

2.1 Collection and Delivery

• Collection Issues
  • Missed Collection: If you request a new collection date after a failed attempt, this is treated as a new booking and charged at the same rate as the original.
  • Unreachable Customer: If we cannot reach you within 20 minutes of the scheduled collection or delivery time, the service may be cancelled without refund.
  • Vehicle Not Ready: If your vehicle is not accessible or not in the agreed condition, standard cancellation terms apply. Any re-collection is a new booking at full price.
  • Vehicle Condition: Your vehicle must be movable and all wheels must operate. We do not provide recovery services. If the vehicle cannot be moved, we may cancel the booking per our cancellation policy.
  • Winching: If your vehicle requires winching, you must notify us before booking. Failure to do so may result in cancellation without refund. If disclosed and the vehicle still cannot be moved, cancellation terms apply.
  • Unsafe Vehicles: We reserve the right to refuse transport if a vehicle is deemed unsafe. Standard cancellation terms apply.
  • Self-Contained Vehicles: Only self-contained vehicles will be transported. Vehicles requiring additional components for transport will not be accepted.
• Waiting Time Charges
  • If we are required to wait more than 30 minutes due to customer delay, a charge of £15 per additional 15 minutes applies.
  • If waiting exceeds 45 minutes, we may cancel the service and charge for all waiting time incurred.

2.2 Delivery Issues

• Redelivery Charges:
  • Same Day Redelivery: If Rowm needs to redeliver the vehicle on the same day due to the customer's fault, an additional charge of £100 will apply. This accounts for the potential disruption to operations and the need for temporary storage.
  • Next Day Redelivery: If Rowm needs to redeliver the vehicle the next day, an additional charge of £150 will apply. This includes the cost of overnight storage and the operational impact of rescheduling the delivery.
  • Right to Refuse Redelivery:
    • Rowm reserves the right to refuse re-delivery and may, at its discretion, leave the vehicle at a Rowm-designated hub or location if delivery is unsuccessful.
    • Vehicles stored at a Rowm hub due to an inability to deliver will incur a fee of £80 plus a daily storage fee of £20.
    • Customers can arrange to collect the vehicle from the hub by contacting Rowm to schedule a pickup time. Alternatively, customers may book a new transport service with Rowm, which will be treated as a separate booking with standard charges.
    • Note: Collection hours vary by hub. Rowm will provide available collection hours upon request, and customers must collect the vehicle within the specified hours.

2.3 General Provisions

• These policies are designed to ensure smooth operations and fair compensation for service disruptions caused by customer actions.
• All charges and fees mentioned above are in GBP (£) and are exclusive of any applicable taxes, which will be added to the final bill.
• By booking with Rowm, customers agree to these terms and understand the financial implications of cancellations, delays, and delivery issues.

3. Your Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law. If you believe these Terms have been applied unfairly, you have the right to seek independent advice or contact the Citizens Advice Bureau.