CUSTOMER INFORMATION
Customer terms
Effective 18 October 2026. These terms describe the OTTERS request service and the conditions for any future paid booking.
Who provides the service
OTTERS is a trading name of CtrlOn Group Ltd, company number 17389121, registered in England and Wales. OTTERS operates the booking and coordination platform. Physical recovery, roadside assistance and vehicle transport are supplied by the independent operator identified in an accepted booking.
Current request-only operation
The current website lets you submit information for review. An enquiry, saved draft, verification code or acknowledgement is not a confirmed recovery booking. OTTERS does not currently provide automated live dispatch or take payment through this request flow. Do not rely on a form submission or WhatsApp message during an emergency.
Future booking formation
When paid booking is enabled, OTTERS will show available operator information, service scope, ETA estimate where provided, total price and applicable conditions. A booking is formed only after an offer is accepted and the system confirms the required payment and operator assignment. No operator is required to accept a request.
Accurate and lawful requests
Provide true vehicle, location, contact, access and safety information. When booking for another person, confirm you have authority to supply their information and share the privacy notice with them. You must not request unauthorised access to a vehicle.
Roadside safety
Use emergency services where anyone is in immediate danger or where a road authority requires their assistance. OTTERS and participating recovery operators are not police, ambulance or fire services. A safety review does not replace emergency service instructions or a provider’s own on-site risk assessment.
Prices and payment
Any mandatory taxes and fees will be included in the customer total before payment. Operators cannot increase an agreed price without a revised offer and your acceptance. When payment is enabled, payments will be processed through Stripe or another stated regulated payment provider. OTTERS does not describe customer funds as an escrow or insurance arrangement.
Changes, cancellations and refunds
See Cancellations and refunds. Statutory consumer rights apply. Cancellation charges or deductions will only be applied where lawful, agreed and disclosed before commitment.
Responsibility and rights
OTTERS is responsible for the platform obligations it agrees to perform. The selected operator is responsible for physically performing the agreed recovery service and its own legal and insurance duties. Neither party excludes liability where exclusion is unlawful, including for death or personal injury caused by negligence, fraud or statutory consumer rights.
Complaints and contact
Report any issue to support@roadotters.com. See our complaints process. English law will govern the platform relationship subject to mandatory consumer protections applying elsewhere in the UK.