Recovery Policy

BackPedal provides a specialist theft recovery service for members whose bikes carry a tracker: our Self-fit Tracker kit, or a tracker of your own. Some plans add backup theft insurance from Sundays Insurance; this policy says where that applies.

Since launching, BackPedal has recovered over 1,000 stolen bikes. Over 80% of stolen bikes reported to us are recovered — typically within 48 hours, though some recoveries take weeks. Recovery operations run across mainland UK, coordinated by our in-house operations team, 24 hours a day.

Our objective is simple: the safe, efficient recovery of your bike.

This policy explains how the service operates and what members can expect if a theft occurs. It is a plain-English summary of the service, not an insurance policy — the full contractual terms and the Sundays Insurance policy documents are linked at the bottom of this page.

Once notified, BackPedal will immediately begin coordinating your recovery. Our team will:

• Review all available tracking information.
• File the police report with your help, or take the crime reference if you have already reported it.
• Develop an appropriate recovery strategy.
• Deploy recovery resources.
• Continue to monitor new intelligence as it becomes available.
• Work alongside the police where appropriate.
• Keep you informed throughout the recovery.

Every theft is different, but every recovery has the same objective: to recover and return your bike safely.

The recovery service is most effective when members work with us. We ask members to:

• Tell BackPedal as soon as you reasonably can after discovering a theft.
• Provide details of the stolen bike and the circumstances of the theft.
• Share your tracker’s location with us, where the tracker is your own.
• Keep your tracker on the bike, charged and switched on (our kit needs no charging).
• Cooperate with reasonable requests for information during the recovery.
• On a plan with insurance, report the theft to the police within 48 hours and get a crime reference.

These steps materially improve the chance of getting your bike back.

Every recovery is planned individually, based on the information available at the time and the safety of everyone involved.

Where appropriate, we deploy immediately. In other cases, monitoring the bike and delaying intervention gives a better opportunity to recover it safely. Our recovery team determines the operational strategy for each incident.

Where tracking information is temporarily unavailable, we continue to review new intelligence as it becomes available.

There is no time limit on our recovery efforts, and no limit on the number of times we deploy. While there is functioning tracking or credible new information, we will keep going after your bike — most come back within the first 48 hours, but we have recovered bikes weeks and months after the theft.

When we recover your bike, our agents — or an agreed courier — return it to you at a time and place that suits you. Recovery is included in your subscription: no call-out fees, no excess, no charge for the recovery itself.

If your bike comes back damaged from the theft or an attempted theft: on a plan with insurance, you can claim for the damage through Sundays, subject to the standard policy terms. On Recovery only and Tracker + Recovery, theft damage is not covered.

Most recoveries succeed; some don't. If we can't recover your bike, our Recovery Promise applies: we refund everything you have paid us for that bike, kit included. On a plan with insurance the premium is not refunded, and you can claim for the bike's value through Sundays, subject to the standard policy terms.

We tell you in writing when we have closed a recovery. If you have not heard either way 14 days after reporting, you can ask for the refund. The full conditions are in our terms.

BackPedal exists to recover genuinely stolen bikes.

You won't find a lengthy list of exclusions in this policy, and we won't refuse a recovery because of where your bike was parked or which lock you used. In return, we ask members to use the service responsibly: take reasonable care of your bike, use sensible security, and keep your tracking equipment maintained.

That balance lets us focus our resources where they matter most — recovering stolen bikes.