Cancellations & complaints

Last updated: 26 October 2026

Changing or cancelling a request

If your plans change, call or WhatsApp 07807 220569 as soon as possible. Give the booking details and requested change. A form submission alone is not a confirmed booking.

Before you accept a booking

Ask for the price, payment arrangements and any cancellation conditions in writing. This website does not set a blanket cancellation fee or non-refundable deposit. Any proposed charge must be explained before agreement and remain subject to your statutory rights.

Cancellation rights and urgent work

Cancellation rights can depend on the service and how and when it was booked. Where a statutory cancellation right applies, it is not removed by these website terms. If you request work to start before a relevant cancellation period ends, any required express request and acknowledgement must be obtained separately before work starts. No such consent is collected by this website form.

Refund enquiries

If you have paid and the service changes or is cancelled, contact us to discuss the payment and any refund due under the agreed arrangements and applicable law. Keep your quote, payment evidence and correspondence.

Making a complaint

Contact us on either WhatsApp number with your name, collection date, vehicle and a description of the concern. Include relevant photographs or correspondence where helpful and explain the outcome you are seeking. We will review the circumstances and discuss a response with you. This policy does not restrict your right to seek independent advice or use available legal remedies.

Contact AIL Recovery, operated by AIL Accident Repair Limited, via WhatsApp chat or voice call on 07807 220569 or 07404 550018, or by post at 140 Burnham Road, Dartford, Kent, DA1 5AZ.