Terms of service and refund policy

These terms apply to everything Travr sells and provides: trackers and accessories, fitting arranged through Travr, the Travr subscription service, and the Travr App, Travr Fleet and Travr Admin software. Please read them before you buy or activate. The refund policy is in section 7.

1. Who we are

Travr is the trading name of TRAVR LIMITED, registered in England and Wales under company number 14143712, registered office 43 Hoy Close, 13 Kew Court, London NW9 4EU, United Kingdom. You can reach us at sales@travr.pro or on +44 7833 756588 (Monday to Friday, 9:00–18:00 UK time).

2. Words we use

• Tracker — the GPS unit, its SIM and any accessories supplied for fitting to a vehicle.
• Service — the tracking, alerting, immobilisation and reporting service delivered through our servers and software.
• Subscription — your paid access to the Service for one vehicle for a period (a year for retail plans, a month for fleet plans).
• Dealer — an independent business authorised by Travr to sell, fit and activate Trackers.
• Consumer — an individual buying for purposes wholly or mainly outside their trade, business or profession. Business customer — everyone else, including fleet operators.

3. How you buy Travr

Most riders buy the Tracker and fitting from a Dealer and activate the Subscription with Travr at the Dealer's counter. In that case the sale of the Tracker and the fitting work are a contract between you and the Dealer, and the Subscription is a contract between you and Travr. Where Travr sells you a Tracker directly (online, by phone or by order form), the sale is a contract with Travr. Fleet customers buy on an order form or quotation that refers to these terms.

A contract is formed when we confirm your order or activate your Subscription, whichever is first. We may decline an order, for example where the Tracker is not compatible with the vehicle or where we cannot verify the account details.

4. Prices and payment

Prices are shown in pounds sterling — or in euros where the pricing page lists euro prices for your country — on the pricing page and on your order confirmation, exclusive of VAT unless stated. Fitting is priced by the Dealer. Retail Subscriptions are paid annually in advance; fleet Subscriptions are invoiced monthly per vehicle. If we make an obvious pricing error we will contact you before charging. Prices for renewals may change; we tell you at least 30 days before an annual renewal.

5. Delivery and fitting

Trackers ordered directly from Travr are dispatched within the timescale on the order confirmation, normally within five working days, to the United Kingdom, Spain, Italy or Portugal. Risk in the goods passes to you on delivery; ownership passes when we have been paid in full. Fitting by a Dealer is arranged with the Dealer. If you fit the Tracker yourself or through your own workshop, you are responsible for fitting it in accordance with the guide we supply; damage caused by incorrect fitting is not covered by the warranty.

6. Subscriptions and renewals

• Retail Subscriptions run for twelve months from activation and renew for a further twelve months unless cancelled before the renewal date. We email a reminder at least 30 days before renewal.
• Fleet Subscriptions are monthly per vehicle and continue until cancelled on 30 days' notice, unless an order form states a minimum term.
• You may move a Subscription to another vehicle when a Tracker is refitted; the Subscription follows the Tracker.
• When a Subscription ends, tracking, alerts and the immobiliser stop. Your account and history are kept for 90 days so you can resume, then deleted as described in the privacy notice.

7. Cancellation and refund policy

7.1 Changing your mind — Consumers

If you are a Consumer and you bought a Tracker or a Subscription from Travr at a distance (online, by phone or by email) or away from our premises, you have 14 days to cancel for any reason under the Consumer Contracts Regulations 2013:

• For a Tracker, the 14 days run from the day you (or someone you nominate) receive it. Tell us you want to cancel, then return the Tracker within 14 days of telling us. We refund the price and the standard delivery charge within 14 days of receiving the goods back, or of your proof of posting if earlier. You pay the cost of return postage unless the Tracker is faulty. We may reduce the refund to reflect any loss in value caused by handling beyond what is needed to inspect the goods — for example a Tracker that has been wired in, cut, or has its seals broken.
• For a Subscription, the 14 days run from the day of activation. If you asked us to start the Service during the cooling-off period and then cancel, we refund the price less a proportionate amount for the days the Service ran.

To cancel, email sales@travr.pro with your name, order or activation reference and the words "I wish to cancel". You may use the model cancellation form in Schedule 3 of the Regulations, but you do not have to.

7.2 Trackers bought and fitted at a Dealer

If you bought the Tracker and fitting from a Dealer, your cancellation and refund rights for the Tracker and the fitting are against the Dealer, under the Dealer's terms and your statutory rights. Your 14-day right to cancel the Subscription with Travr applies as in 7.1; a cancelled Subscription does not oblige the Dealer to refund the hardware or fitting.

7.3 Cancelling a Subscription later

You may cancel a Subscription at any time from the app or by writing to us. A retail Subscription runs to the end of the paid year and is not refunded for the unused part, except where 7.1 or 7.4 applies or the law requires it. A fleet Subscription ends 30 days after notice, and the vehicle is not invoiced after that.

7.4 Faulty goods and a Service that does not work

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described, and services must be performed with reasonable care and skill. If a Tracker supplied by Travr is faulty:

• within 30 days of delivery you may reject it for a full refund;
• within six months, we repair or replace it, and if that fails you may have a refund (which may be reduced for use after the first six months);
• we pay the cost of returning a faulty Tracker.

If the Service is not performed with reasonable care and skill, ask us to put it right; if we cannot, you may be entitled to a price reduction. These rights are in addition to the warranty in section 8 and are not affected by anything in these terms.

7.5 Business customers

The 14-day cooling-off right does not apply to Business customers. Business orders may be cancelled before dispatch without charge; after dispatch, unused Trackers in their original packaging may be returned within 14 days for a refund less a 15 % restocking charge and the outbound delivery cost. Fleet Subscriptions are cancelled on 30 days' notice; any minimum term on the order form applies.

7.6 How we refund

Refunds go to the payment method you used, within 14 days of the date we agree the refund (or receive the goods back, where goods are returned). We tell you by email when a refund has been made.

8. Warranty

Trackers supplied by Travr carry a 12-month warranty against defects in materials and workmanship from the date of delivery (or of activation, if later). During that time we repair or replace a defective Tracker free of charge. The warranty does not cover damage from accident, water ingress through incorrect fitting, tampering, incorrect voltage, or wear of consumable parts, and it does not limit your statutory rights.

9. What the Service depends on

The Service shows the position and status of a vehicle fitted with a compatible, correctly fitted and powered Tracker. It depends on GPS reception and mobile network coverage, neither of which we control. A vehicle in a building, container or tunnel may not report; a command such as immobilisation reaches the vehicle only when it has coverage. We cannot guarantee that a vehicle will always be visible, that every alert will arrive, or that a stolen vehicle will be recovered. The Service is an aid to security and management, not a substitute for insurance or the police.

10. Immobiliser and safety

The immobiliser interrupts the vehicle's ignition or starter circuit. It engages only when the vehicle is stationary or below a safe speed. It is protected by a PIN that you choose and must keep private; anyone with your PIN can immobilise the vehicle. You are responsible for using the immobiliser lawfully and safely, for telling anyone who drives the vehicle that it is fitted, and for releasing it before the vehicle is needed. Never use it to disable a vehicle that someone is driving.

11. Your account

• Give accurate information, keep your sign-in details and PIN secure, and tell us promptly if you think an account has been compromised.
• You are responsible for the people you add to your account and for what they do with it.
• Only track vehicles you own, lease or are authorised to manage. If you are an employer, inform drivers that vehicles are tracked and follow the law on monitoring at work.
• Do not reverse engineer, copy, probe or overload the Service, resell it without a dealer agreement, or use it to harass, stalk or endanger anyone.

12. Data and privacy

How we handle personal data, including location data, is set out in the privacy notice. For fleet accounts the operator is the controller of drivers' location data and Travr processes it on the operator's instructions.

13. Availability and changes

We aim to keep the Service available at all times but need to carry out maintenance and cannot promise it will be uninterrupted. We may improve or change the Service and the apps; we will not remove a core feature you paid for during a Subscription without offering a fair alternative or a proportionate refund. We may change these terms; the version in force is the one on this page, and we give at least 30 days' notice of changes that affect an existing Subscription.

14. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for the theft of or damage to a vehicle, for losses caused by GPS or network unavailability, by incorrect fitting we did not carry out, or by your misuse of the Service. If you are a Consumer we do not supply the Service for business purposes and we have no liability for business losses. If you are a Business customer, our total liability under a contract is limited to the amounts you paid us in the twelve months before the event giving rise to the claim, and we are not liable for loss of profit, business, contracts or data.

15. Dealers

Dealers are independent businesses. They act for themselves when selling Trackers and fitting them, and are authorised by Travr only to activate Subscriptions and to pass on your details for that purpose. The commercial terms between Travr and a Dealer are in the dealer agreement.

16. Ending the contract

We may suspend or end a Subscription if you do not pay, if you seriously or repeatedly break these terms, or if the law requires us to. We will give you notice and a chance to put things right where that is reasonable. You may end a Subscription as described in section 7.

17. Complaints and disputes

If something has gone wrong, write to sales@travr.pro and we will acknowledge within two working days and aim to resolve the complaint within 14 days. If we cannot agree, you may take the matter to court. These terms and any dispute are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction — except that if you are a Consumer living in Scotland, Northern Ireland, Spain, Italy or Portugal, you may also bring proceedings in your local courts and keep the protection of mandatory consumer law in your country.

18. General

If a court finds part of these terms unenforceable, the rest continue to apply. We may transfer our rights under these terms to another organisation that takes over the Service and will tell you if we do. Only you and Travr have rights under these terms. These terms were last updated on the date shown at the top of the page.