CUSTOMER INFORMATION
Cancellations and refunds
Effective 18 October 2026. Current OTTERS forms accept requests for review without payment.
Before paid booking
You may withdraw a request by contacting OTTERS. No cancellation fee applies to an unpaid request that has not formed a paid booking.
After a paid booking is confirmed
When live booking is available, the price screen will show any applicable cancellation conditions before you commit. OTTERS will consider whether an operator has started travel, attended the scene or completed part of the agreed service. Any charge must be lawful, proportionate and supported by the terms accepted.
Consumer cancellation rights
Distance service contracts generally carry statutory cancellation rights, subject to exceptions and rules for services started during the cancellation period at a customer’s express request. Urgent roadside recovery is not automatically excluded from cancellation rights. The type of service, facts and applicable regulations determine the position. OTTERS will provide any required cancellation information and express-start consent in the live payment journey before charging.
Operator failure and service problems
Where the operator does not attend or fails to provide an agreed service, contact OTTERS promptly. We will assess the booking record, work undertaken, customer rights and any entitlement to refund or alternative service. A customer is never required to waive statutory remedies through these terms.
How to request a refund
Email support@roadotters.com with your booking reference, contact details and reason. Do not send card details in email, SMS or WhatsApp. Approved refunds are returned using the original payment method where possible.