plan b: hybrid vehicle warranty - motoreasy · 2021. 1. 7. · wheel drive transfer gearboxes,...

For when change is important to you

Plan B: Hybrid Vehicle Warranty

P R O T E C T | M A I N T A I N | R E P A I R | B U Y & S E L L | S U P P O R T

{ME-HPB1220}

Thanks for choosing me (MotorEasy), the UK’s most dynamic motoring solution. This booklet is designed to give you more detail about your schedule, and explains your Plan A cover and how to request repairs in the event of mechanical or electrical breakdown.

Before we get to the specific information about your cover with me, I wanted to let you know that you can now get more discounts on MOTs, through servicing to brakes and tyres.

If, after reviewing the information you gave me and the result of a vehicle Healthcheck (if we asked to have this carried out) and at our absolute discretion, we decide not to accept your application we will refund any payments you have made in full within 5 working days.

Please note we don’t accept vehicles with pre-existing problems or which have not been regularly serviced and maintained.

This discretionary plan is designed to assist with the costs of repairing unexpected mechanical and electrical breakdown of the listed components of your vehicle.

Unlike many warranties, if any terms are found to be unfair or to need changing, I will have the final discretion to decide what is fair and equitable under the circumstances (this does not affect your statutory rights).

We will treat you fairly if you treat us fairly. Please don’t buy our plan if you have a known problem with the car. We will probably fall out

Thank you for protecting your vehicle with us here at MotorEasy. If you

require any help, please feel free to contact our team via your MotorEasy account on our website.

Finally, if you feel that you are not getting great service from us - please let me know.

Duncan McClure Fisher CEO

[email protected]

Hello from

Contents

P R O T E C T | M A I N T A I N | R E P A I R | B U Y & S E L L | S U P P O R T

Definitions 5-6

Listed components 8-11

Non-listed components 12

WhatisincludedinyourMotorEasyplan? 14-15

What is not included in your plan? 17-19

Your simple online account 21

Howtorequestrepairs 23-25

Payments 27

Rebate and Discount 29

Generalconditions 31-33

Cancellation 35

Complaints 37

Dataprotection 39

Make a booking 41

Most cars and light vans are eligible for this plan. Vehicles under this plan must i) be serviced within the last 12 months ii) have a current MOT certificateiii)beunder3,500KGsingrossvehicleweightiv)havenomodificationstothemanufacturer’soriginalspecificationv)notbeowned(temporarily or permanently) by a business set up to sell or service motor vehicles.

Definitions The following terms have the same

meaning throughout this document.

5

Everything car, done for you

Agecontributionmeans the amount that you need to pay towards eachreplacementcomponentwhenthevehicleexceeds6yearsofageorhascoveredmorethan60,000miles.

Applicationmeansanyinformationyouhavegivenustosupportyour request to join this plan.

Breakdown means the sudden and unexpected failure of a componentarisingfromanypermanentmechanical,electricalorelectronicfault,whichcausesthecomponenttostopworking,andmeans that it needs repairing or replacing.

ContinuousFitCpluginplan means a monthly plan that is linked totheuseofaFitCpluginandthatwillrenewautomaticallyeverymonth unless terminated by us or you.

ContinuousFitCpluginplanminimumperiod means 18 months fromthedatethatthecontinuousFitCpluginplanfirststarted.

Continuousplanmeansamonthlyplanthatwillrenewautomaticallyevery month for the minimum period unless terminated by us or you.

Customer schedulemeanstheschedulewhichconfirmstheinformationyougavetousandgivesdetailsofwhatisincludedin the plan. Your personalised warranty schedule can be found by logging into your account at motoreasy.com.

FitC plug inmeansaplugintelematicsdevicewhichissubjecttoseparatetermsandconditions.

Fixed period plan means a bundle of monthly plans paid for in advance at a discounted rate that runs for the minimum period.

Listed componentmeansanymechanical,electricalandelectroniccomponentwhichformedpartofthevehiclewhenitwasnew,andis listed in the schedule of listed components included under this plan.

Minimum periodmeanstheminimumagreementperiod,asstatedinyourschedule,duringwhichifyoucancel,youwillbechargedacancellationfeeandreceiveapartialrefundassetoutinthecancellationtermsbelow.

MotorEasy is your online account through which plans are managed andrepairrequestssubmitted.

MotorEasy Network Labour Rate is the hourly labour rate we havenegotiatedwithourindependentrepairnetwork.Thisisthemaximum labour rate we will pay unless a higher rate was agreed at inception.

MotorEasy Franchised Labour Rate is higher than our independent rate and allows for work to be carried out at our franchised dealer network.Wewillconfirmthemaximumlabourratewewillpayinyour customer schedule.

MotorEasy Non-Network Labour Rate is higher than our other labour rates and allows for work to be carried out at a garage of yourchoice.Wewillconfirmthemaximumlabourratewewillpayin your customer schedule.

Definitions - we aim to be transparent

6


Period of the planmeansthelengthoftimethatthisplanappliesfor,asshowninthecustomerschedule.

(Theplanwillendwhenthevehiclereachesthemaximummileage,showninthecustomerschedule,evenifthishappenswithintheperiod of the plan.)

Planmeansthisdocument,thecustomerscheduleandanyamendments made to it.

Plan limit is the maximum amount payable for components and labour costs during the period of the plan. This is shown in the customer schedule.

Repair means the repair of a listed component.

Repaircontribution means the amount that you must pay towards repairsasconfirmedinyourcustomerschedule.

Repair eventmeansasinglerepair,oranumberofrepairsthatoccuratthesametime.

Servicing handbook means the handbook which the manufacturer issued with the vehicle when it was new. This lists the servicing and maintenance the manufacturer recommends for the vehicle.

SevereDegradationadeclineindrivebatterycapacitywhichis30%largerthanthenormaldegradationasoutlinedbythemanufacturer.

Sundry itemsmeanscoolants,filters,fluids,lubricants,oils,refrigerants,andotherworkingmaterialsnecessarytoeffecttherepair of your vehicle.

VAT means Value Added Tax which will be calculated at the prevailing rate.

Vehiclemeansthevehiclementionedinthecustomerschedule.

Vehicle Healthcheck meansaninspectionofthevehiclecarriedoutbyanindependentengineer.Separatetermsandconditionsapplyto vehicle Healthchecks.

We,us,our means Motor Easy Limited whose registered address is:StavertonCourt,Staverton,Cheltenham,Gloucestershire,GL510UX and whose registered company number in England & Wales is: 08423198.

Workshoplabourtimemeanstherepairtimeallowedbythevehiclemanufacturerfortheirfranchisedrepairnetwork,orthepublishedGlass’sICMErepairtimesforindependentgaragesorinourreasonablediscretionifnosuchdataexists

You,your,yourselfmeanstheperson,orcompany,namedinthecustomer schedule.

Our engineers monitor all bookings for you, reducing cost and hassle.

Definitions - we aim to be transparent

Listed and non-listed components To help you understand what this plan includes we provide in this section listed components, for each component area of your vehicle, and these are protected by this plan against mechanical and electrical failure. The components covered lists are complete and this means that if a component is not listed it is not included.

This plan is specifically designed for cars 5 years and older.

8


Listed components - don’t worry about repairs to these components

Air conditioning The following components are covered:Compressor & drive clutch, condenser, evaporator, expansion valve, interior fan control switch, pressure & temperature sensors and receiver/drier. Braking system The following components are covered:Pump and control unit for anti-lock braking system (ABS), ABS wheel sensors, calipers, drum brake self-adjusting mechanisms, handbrake control cables & linkages, master & wheel cylinders, pedal assembly, pressure reducing & proportioning valves, and vacuum pump & servo. Casings The following components are covered:Casings are covered provided they have been damaged as a direct result of the covered failure of a covered component.

Clutch(main drive clutch for manual and automated manual transmissions)

The following components are covered:Clutch cable, clutch cover & plate & release bearing, master & slave hydraulic cylinders and pedal assembly.

Cooling systems The following components are covered:Engine cooling water & oil radiators, heater radiator, thermostat & housing, temperature gauge, viscous cooling fan couplings and water pump.

Drive Battery The following components are covered:Repair or overhaul of the drive battery pack, in case of failure or severe degradation of the battery.

Electrics The following components are covered:Alternator, battery control modules & battery cooling systems, central locking solenoids and motors, electric door mirror motors, electric drive inverters & converters & control module, electric traction motors, electric window motors, electric sunroof motors, engine cooling fan motors, front & rear screen wiper motors, horn, indicator flasher relay, interior fan motor, starter motor and relays.


9



Electronic control units (ECUs) & computers The following components are covered:The air conditioning, anti-lock braking system, automatic gearbox, central door locking system, fuel injection/ignition/engine management/alarm/immobiliser, steering and suspension electronic control units (computers), that were originally fitted to your vehicle when it was first manufactured are covered (upgraded or revised software and firmware, including software and firmware patches and updates, relating directly or indirectly to any components of your vehicle and any retro-fitted ECUs & computers are not covered).

Engine The following components are covered:All internally lubricated components are covered including: Camshafts & bearings, camshaft followers & rockers (including hydraulic lash adjusters), connecting rods & bearings, crankshaft & bearings, cylinder block, cylinder bores & liners & seals, cylinder heads, internal bushes & bearings, oil pump & drive, pistons & rings, timing gears & chain & tensioner and valves & springs & guides (burnt or pitted valves and valve seats are not covered).

The following components are also covered:Crankshaft pulley and cylinder head gasket.

Camshaft drive belts are covered as follows: Camshaft drive belts and tensioners (subject to documented proof that the last due change of the camshaft drive belt has taken place as specified by the manufacturer’s recommended servicing schedule).

Flywheels & drive plates The following components are covered:Flexible drive plate for the automatic transmission’s torque converter, solid & dual-mass flywheels (flywheels damaged by clutch friction plates are not covered) and starter ring gear.

Fuel system The following components are covered:Air flow & air pressure & air temperature sensors and meters, diesel glow plugs, fuel cut-off valves, fuel gauge & sender unit, fuel pressure regulators & accumulators, fuel pumps (including pre-pumps, low & high pressure pumps & injection pumps), injectors (including petrol & diesel & single-point injectors), oxygen sensors, throttle body assembly and throttle position sensors.

10



Gearboxes(including automated manual gearboxes, automatic gearboxes, four wheel drive transfer gearboxes, hybrid transaxles, manual gearboxes and transaxles).

The following components are covered: Automatic transmission brake bands & clutches & modulator valves, drive chains, gearlever, gears, hydraulic gear-shift governors & internal servos & valve blocks, internal bearings & bushes, oil pumps, selector forks, shafts (all, including extension shafts), synchromesh hubs and rings and torque converter.

Ignition system The following components are covered:Camshaft sensors, crankshaft sensors and ignition coils.

Oil Seals and Gaskets The following components are covered:The engine crankshaft rear oil seal and the main gearbox input shaft oil seal are both covered and other oil seals and gaskets that would necessitate the removal of the engine, a gearbox or a final drive unit to carry out repairs are all covered subject to any oil leak from them being sufficiently advanced that oil can be seen to be dripping (slight leaks causing only oil misting or staining are not covered).

Steering The following components are covered:Column shaft & tilt mechanism & couplings, hydraulic pumps & reservoir & pressure pipes, steering & idler boxes, rack and pinion assembly (including hydraulic rams and electric motors) and track rods & track rod ends.

Supercharger The following components are covered:Supercharger units (including wastegates).

Suspension The following components are covered:Bushes, hydraulic pump & reservoir & regulator valve & pressure spheres, self-levelling suspension actuators, shock absorbers, wishbones & control arms & connecting joints and road springs.

11


Transmissions(including front & centre & rear differentials, front & rear live axles and drive shafts.)

The following components are covered:Constant velocity joints & boots, crown wheels & pinions, differential gears & thrust washers, drive flanges, external drive shafts, internal bushes & bearings & shafts, internal components of differential locking mechanisms, propeller shafts & propeller shaft couplings & centre bearings and universal joints.

Turbocharger The following components are covered:Turbocharger units (including wastegates).

Wheel bearings The following components are covered:Wheel hubs and bearings.


12


Non-listed components - our coverage is comprehensive but we can’t cover everything

Only the specific components listed on pages 8 to 11 are covered and the list below gives some examples of the type of components which will not be covered (due to the variation in different vehicles we are not able list everything here):

Aerials, anti-freeze, brake friction materials & fluid, fuses, heating elements, infotainment & navigation & telephone equipment, inlet & exhaust manifolds & pipes, oil & filters, oil seals & gaskets that do not necessitate removal of the engine or gearbox or final drive, lamps, light bulbs, mountings, spark plugs, upgraded or revised software & firmware, windows & windscreens or wheels & tyres.

Important note: Sundries such as coolants, filters, fluids, lubricants, oils, refrigerants and other working materials will be covered provided the vehicle is not within 1,000 miles of its next due service and that replacement is necessitated by a covered repair.

Therearemanyreasonsa“checkenginelight”canbeilluminated,andsometimesatechnicianmaycleartherelatedfaultcodewithouthavingrepairedtherootcause.Forthisreason,wewon’tcoverrepairsrelatingtofaultcodesinasystem’shistory log as repairs could have been made previously.

Werecommendthatyourvehicle’sfaultcodehistoryisreviewed,andanynecessaryrepairscarriedout,whenyouapplytojoin MotorEasy. This is included in our free health check – so arrange yours today.

What IS included in your MotorEasy plan?

14


Followingbreakdownoflistedcomponents,ordamage to listed components caused by the breakdown of any other listed component or due toconsequentialdamagecausedbyanynon-listedcomponentwewillpay,atourabsolutediscretion,towards the cost of diagnosing the fault and repairing the vehicle up to the plan limit. This breakdown must happen during the period of the plan. The breakdown may have:

Occurred at the roadside

Beennoticedduringaservice

Caused an MOT failure

Overheatedthecar’sengine

AlloftheabovesituationsfallwithinthescopeoftheMotorEasyplan.

Your vehicle is protected against unexpected and sudden failures to listedcomponentsfromthedateofinception.

Evenifyourcarsuffersabreakdownoflistedcomponentsduetowear&tearwewillcoveryou.Italsoincludesconsequentialdamagetoanylistedcomponentcausedbythebreakdown,duetowear&tear,ofanon-listedcomponent.Ifyourvehiclesuffersabreakdownduetowearandtearofanylistedcomponentwewill,inourdiscretion,decidewhethertopaytheappropriaterepaircostandwemay decide to inspect your vehicle before deciding if we will pay to repair or replace the component. This extension commences on the date set out in your schedule.

Youmayhavetopaytowardsimprovingtheconditionofthevehicle,dependingonageormileageatthetimeofbreakdown(seesection“generalconditions”Improvingtheconditionofthevehicle(condition5)).Youmayalsohavetopayifthelabourratetherepairer charges is higher than the network labour rate.

What IS included in your MotorEasy plan?-yourbenefitsandcoverage

15


OtherbenefitsTheplanincludesthefollowingbenefits:

Vehiclecollection

Ifyourvehicleisabletobedrivensafelywecanarrangeforourrepairnetworktosendadrivertocollectitforrepair.Ifrepairsarecoveredandpaidforundertheplan,oryouhaverepairworkcarriedoutbyournetworkatyourexpense,therewillbenochargeforthisservice.

Otherwise,a£20chargemaybemadeforthisservice.

Vehicle recovery

We will pay for the cost of recovering the vehicle to the nearestgarage,forcoveredrepairs,upto£150includingVAT.

Ifyoudon’thavebreakdowncoverthenyoucancalltheMotorEasyBreakdown 24 hour pay on use roadside assistance line for immediatehelpon01206785949.Allcostsinvolvedwillbeyourresponsibility and payment will be required by credit/debit card beforehelpisprovided.Wemaybeabletoreimburseyousome,orallofthesecosts,ifthecauseofthebreakdowniscoveredbyyourMotorEasy warranty.

Overseas use This plan includes repairs undertaken in Great Britain and Northern Ireland.Ifyouuseyourvehicleoverseasforlessthan60daysperyearthisprotectionisextendedtorepairscarriedoutoverseas.Youwill have to pay the repairer direct and request reimbursement from us.Wewillreimburseyou,inourdiscretion,withinournormallimitsfor a validated repair. Refunds will exclude EU VAT.

Repaircollection&delivery foryourconvenience.

What IS included in your MotorEasy plan?-yourbenefitsandcoverage

What IS NOT included in your MotorEasy plan?

17


We will not pay for repairing or replacing componentsnotspecificallylistedinthewarrantyschedule.Also,wewillnotpayforcostscausedby,arisingfrom,orconnectedwith,thefollowing:1. Yourcomponentcontributionsorrepaircontributionsthatapply

to this plan.

2. Breakdown or damage caused by wear and tear in the first90daysofthisplan(unlessitisarenewalorfollowsamanufacturer’snewvehiclewarrantyorothercomparablewarranty),orcausedatanytimethroughusingincorrectorcontaminatedfuel,oil,lubricant,coolantorotherfluid.

3. Vehicles that are owned or kept by the motor trade or vehicles thathavebeenusedfor:competitivepurposesincludingrallying,racing,timetrialandpacemaking;hireorreward,asataxi,byadrivingschoolorforcommercialdeliverypurposessuchasdespatchordeliverycourier;oroff-roaduse.

4. Anylossordamagecausedbyatrafficaccident,accidentaldamage,theftorattemptedtheft,thevehiclenotbeingusedinaccordancewiththemanufacturer’srecommendations,oranyactwhichiswilful,againstthelawornegligent.

5. Any loss arising from the vehicle not having been serviced in

linewiththeconditionsofthisplaneitherduringthetermoftheplanor(intheopinionofasuitablyqualifiedindependentengineer appointed by us) prior to the start of the plan and whetherornotthevehiclewasownedbyyouatthetime;you not maintaining the vehicle properly as set out in your servicinghandbook;throughfailuretousethemanufacturer’srecommendedtype,gradeandqualityofengineoil;orwherethecamshaftdrivebelthasnotbeenchangedinaccordancewiththemanufacturer’srecommendations.

6. Anylosswheretheodometerhasbeentamperedwith,alteredordisconnected,affectingtherecordedmileage.

7. Repairingorreplacingcomponentswhichhavenotsufferedabreakdown,includingrepairstorectifyhighoilconsumptionor poor fuel economy where there is no breakdown of a listed component,orthecostofanyworkorvehiclestoragenotassociated with a valid repair.

What IS NOT included in your MotorEasy plan?-therearesomeinstancesawarrantywon’tcover

Accident damage? Get a great value repair from our network.

18


8. Anyrepair,replacement,loss,damageorliabilitywhichshouldbepaidorotherwisesettledbyanothercompany,financeagreement,warranty,guarantee,goodwillsettlementorrepair;anyfaultcausingamanufacturerrecall;anymanufacturermodifications;anyfaultthatcanberejectedtothesellerunderthe Consumer Rights Act or any fault which had previously caused a fault or failure code to be logged in any computerised system’shistorywherethesystemwasresetwithoutanyrepairsbeing made.

9. We will not pay for repairing or replacing components which have notsufferedabreakdown;forrectifyingoilleakswherenooilisdrippingfromajointorseal;whenrepairstorectifytheoilleakdonotnecessitatetheremovaloftheengine,transmissionorfinaldriveunit.Also,wewillnotpayforanybreakdowncausedby components which were faulty before this plan started as identifiedinagaragevisitpriortoclaiming.Youcanstillcontactustoarrangetheserepairs,savingbyusingournetwork.

10. Breakdown or damage to components (whether listed or not)causedbyfrost,water,freezingliquids,wornfrictionmaterials(includingawornclutchfrictionplatedamagingaflywheel),carbonbuildup,corrosion,oxidisation,blockages,contamination,sludgeorsilt,orotherwastematterthathasprevented the components from working properly.

11. Breakdown (including repeat repairs) or damage caused by poorworkmanshiporfaultycomponents,basedoninformationprovidedbyasuitablyqualifiedindependentengineerappointed by us.

12. Repairingorreplacingcomponentsidentifiedatanytime,includingbutnotlimitedtoatthetimeofclaim,asbeingfaultybefore this plan started.

13. Service,maintenanceandMOTrepairrelatedcomponentsincluding(butnotlimitedto)anti-freeze,brakedrums,brakediscs,brakefluid&brakefrictionmaterials(brakepads&brakeshoes),exhaustpipes&exhaustpipegaskets,filters,grease,oils,sparkingplugs,refrigerantsandtyresunlessyouhavemadeadditionalpurchasesforserviceworkandMOTrepairs(inwhich case you will be subject to the separate terms of these purchases).

14. Burntorworn-outclutchcomponents,thebuild-upofcarbondeposits (including burnt or carbonised valves and removing carbondeposits),modificationstocomponentsofthevehicle,electronicsystemfirmwareandsoftwareupdates(howsoevernecessary),orcostarisingfrommanufacturerrecalls.

15. Vehicleswhichareowned,temporarilyorpermanently,byabusinessoremployeeofabusinesssetuptosell,serviceorrepair motor vehicles.


19


16. Failureoflistedcomponentswhichaqualifiedengineer,appointedbyus,believeshasbeenaggravatedduetothevehiclebeingdriven-onafterthefaultwasmorethanlikelytohavebeenapparenttothedriver,orduetothevehiclebeingdriveninanunsympatheticmanner(forexamplerepeatedlyrunning the engine at full power before the oil has fully warmed uporrepeatedlynotallowingtheenginetoreachoperatingtemperaturebeforeturningitoff).Inthecaseofavehiclebeingdriven on we will only be liable for the reasonable repair costs the engineer believes would have resulted if the vehicle had been stopped at the earliest opportunity.

17. Any repair costs not agreed with us prior to the work being completed or any losses not directly met by the terms and conditionsofthisplan(notethatanydiscretionappliedtoapreviousrepair,onagoodwillbasis,willnotsetprecedent).

18. Anyliabilityfordeath,bodilyinjury,damagetootherproperty,lossofearnings,outofpocketexpensesoranyotherlosscauseddirectlyorindirectlybyarepairevent;anyliabilitycauseddirectlyorindirectlybywar,riot,oranysimilarevent;byvandalism,theftorattemptedtheftfromthevehicle;orbybadweathersuchaslightning,windorflood.


Anyworknotcoveredstillbenefitsfromtradeparts&labour discounts.

Your simple online account

21


BookyourMOT,ServiceorRepair,24/7 Manage your warranty Track your booking Addacar,asmanyasyoulike Update or amend your details Viewmessages,alertsandreminders Seealivevaluationofyourcar Viewalldocumentsrelatingtoyourcar Viewyourcar’sfeedincluding:

- recent repairs - reliability - recalls

Whatareyouwaitingfor,loginandmakeitpersonal!

It’simportanttomethatyoudon’twasteyourtimeworryingaboutanythingcarrelated,whichiswhywe’vecreatedanonlinesolutionforyou,accessibleonanydevice.Within your MotorEasy account you can do all of the following:

Your simple online account

Need new account area

visual

How to request repairs

23


You should do all you reasonably can to protect your vehicle from further damage and must keep theFitCplugindevice,ifyoupurchasedthis,connectedtoyourcaratalltimes.Wewillnotpayfor repairs that are necessary because you have not lookedafteryourvehicleproperly.

1. Login to your MotorEasy account. Youmustreportafaulttousassoonaspracticableandinanycasewithin7daysbygoingtoyourMotorEasyaccount.Ifweadvise a fault code reported by the FitC plug in device needs to be investigated,useyourMotorEasyaccounttoarrangeforthevehicleto be inspected by a garage.

NOREPAIRSARETOBECOMMENCEDUNTILTHECOSTHASBEENAGREEDBYUSANDANYREPAIRSCARRIEDOUTWITHOUTTHEPRIORAGREEMENTOFCOSTSWILLNOTBEPAID.

Wewillcontactyouafterwehavereviewedyourinitialrequestandwe will tell you where our nearest network garage is. You can use adifferentgarageifyoupreferandyouhaveselectedandpaidforahigherlabourratetoapplytoyourplan(thiswillbeconfirmedinyourcustomerschedule),butifyouuseanetworkgarage,therepairprocesswillbesimpler,easier,quickerandspeedier.

Thebenefitsofusingournetworkgaragesare:

Repairs can be directed to workshops specialising in the particularfaultthathasoccurred

The repair process can be fully monitored and controlled

Centralbillingwillmeanthatyoudon’thavetopayandre-claim–we pay the garage directly

Wecanofferyoudiscountsonotherworkyoumaywantcarriedout on your car

How to request repairs - it’s what we are here for

Preventfurtherdamage–donotcontinuetodriveifyourvehicleisfaulty.

24


2. Documents requiredIfyourequestarepair,youwillneedtoprovideproofthatyouhavehadthevehicleservicedregularlyandyourlatestMOTcertificate.Ifyouuseoneofournetworkgarages,theywillbeabletocheckthesefor you.

Ifyouprefer,andyouhaveselectedandpaidforahigherlabourratetoapplytoyourplan,youcantakeyourvehicletoanyotherVAT-registered garage.

You must take with you the following:

• Your plan reference number

• Proof that you have had the vehicle serviced regularly (last service invoice)andyourlatestMOTcertificate(wemayalsoaskforthesedocuments to be photographed and uploaded to your MotorEasy account).

3. The garageThe garage will determine the cause of the breakdown and check that this plan includes the components directly causing the breakdown.

The garage will be responsible for telephoning us on 08001310001toagreethecostofrepair,orbyputtingajobrequestthroughtoMotorEasyusingouronlinegarageplatform.Thegaragemustincludeintheirrequestadescription,andtheexactcontentof,anyrelevantfaultorfailurecodesreadfromthevehicle’scomputerised systems. We have the right to examine the vehicle and to have the breakdown assessed by an independent expert beforethegaragecanstartanyrepairs.Wecanalternativelytakeyour vehicle to one of our approved garages to undertake repair work if we feel this is appropriate.

Thegaragemustnotstartanyrepairsuntilwehaveauthorisedtherepair and agreed the cost.

Should you decide to give permission to the repairer to commence workonyourvehiclewithoutauthorisationfromusyoudosointheknowledgethatwereservetherightnottopayforrepairs,dueto the fact that you have denied us the opportunity to inspect your vehicle to determine the cause of failure.


25


4.AftertherepairOnce the repairs have been completed,wewillpaythegarageifitisoneofMotorEasy’snetworkgarages.Ifyouuseadifferentgarage,youmustpayfortherepairand claim the cost back from us.

NOTE:REPAIRINVOICESMUSTBE MADE OUT TO MOTOREASY AND SHOW OUR ADDRESS. IFTHISISNOTDONETHENWEWILLNOTBEABLETOREIMBURSE THE COST OF ANY VAT ELEMENT.

5.PaymentofrepairsYou should pay for any items not included in the plan direct to the repairer(includingelementssuchastherepaircontributionoragecontribution).Ifyoupaidforauthorisedrepairsandneedtorequestreimbursement,photographthepaidandreceiptedinvoice (which mustbealegibleUKVATinvoiceshowingtherepairer’sVATnumberandmadeouttoMotorEasy,60PortmanRoad,Reading,RG301EA)andloadthisontothebookingssectionofyourMotorEasyaccounttogetherwithcopiesofanysupportingdocumentsrequested(thesemayincludeyourMOTcertificatedocumentandproofofregularservices).Occasionally,wemayrequesttohavesightoftheoriginal paper documents and will advise you if this will be necessary following receipt of the photographs.

We will reimburse repair costs as promptly as possible within 7 days of receiving all the necessary photographs and documents.

R E P A I R I N V O I C E

Claims Manager MotorEasy

Date: 20/03/19

Please make cheques payable to “motoreasy”VAT number: 35874125

New cylinder head £1,275.00Sundries

£65.00Labour £250.00

Sub Total £1,590.00VAT

£318.00

TOTAL DUE £1908.00

60 Portman RoadReading RG30 1EA


Payments

27


1. Youmaypayforafixedperiodplaninfullbyonesinglepaymentatthestartoftheplanorbyinstalments.Acontinuousplanrunsfor one month and you must pay every month for the coming month.Thecustomerschedulewillconfirmwhichtypeofplanyou have and details of any instalments or monthly payments.

2. Youmustmakefullpaymentforafixedperiodplan,evenifyousellordisposeofthevehicle(unlessSection“Cancellation”applies),orevenifthisplanispaidininstalments.

3. Youmaychoosetopayyourfixedperiodplaninthreeorfourinstalments. No interest will be charged if you choose to pay by instalments.Ifyouelecttopaybyinstalments,theinstalmentsmustbepaidonthefirstthree,orfour,consecutivemonthsoftheplan.Yourinstalmentoptionswillbeagreedwithyouatthestart of the plan.

4. Youmustmakeeachpaymentonorbeforethedateitisdue,otherwise the plan will terminate. We will cancel this plan from thedayanyunpaidamountwasdue,youwilladditionallyneedtopayusacancellationfeetocoverthecostofhavingsuppliedyou with a FitC plug in device.

5. Afixedperiodplanisarenewableplanwithreviewablecostsandthis means that your payments may change at your next renewal datewhenwe,inourdiscretion,willautomaticallyrenewyourplanunlessyouaskusnotto.Acontinuousplanwillbereviewedat least annually and your payments may change at your next reviewdate.Wereservetheright,whethertorenew,ortoreviewyourpaymentsusingourabsolutediscretionandwewillgiveyouatleast30daysnoticeofanychanges.

6. Any deposits taken against a plan are not refundable.

Payments - know what to expect

Rebate and Discount

29


1. End Of Plan Rebates Upon expiry of your current plan (or 12-month minimum period oncontinuousplans),providedtherehasbeennorepair(s)orattempttomakearepair(s)onyourwarranty,andwhereyouaretheoriginalpurchaser,wewillatourdiscretion,rebateapercentage(confirmedonyourschedule)ofthewarrantypurchaseprice,tothecardoraccountusedtopayfortheplan.Continuouswarrantyplanscanonlyreceivearebateafterthefirst12months,withnofurtherrebatesaftereach12monthperiod.

2. Renewal Discount Ifyouarerenewinguponexpiryofanewplan(or12-monthminimumperiodoncontinuousplans),providedtherehasbeennorepair(s)orattempttomakearepair(s)onyourwarranty,andwhereyouaretheoriginalpurchaser,wewillatourdiscretion,offeryouadiscount(confirmedonyourschedule)ofthecurrentnewretailpriceoffyourrenewal. Youhavetheoptiontohavetherebateappliedtoyournewplaninadditiontothediscountorhavetherebatepaidseparately.

3. GeneralConditions Existingtermsandconditionsareasperyourexistingplanpurchased and remain unchanged. They are to be used in conjunctionwiththeabove.Notavailablewithanyotherofferortowarrantyplanscancelledbeforetheirnaturalexpiry.Offersapplytocontinuous,12,24and36monthwarrantyplans.

4. ActivatingRebate&Discount Toactivateyourrebate&discount,pleasecontactMotorEasywithin30daysofyourwarrantyexpirationdate.Wewillconfirmpaymentdetailsanddateofrebate,whichwillbeinyouraccount5-10workingdaysafterithasexpired.Yourrenewaldiscountwillalsobeappliedatthistimeandissubjecttonootherdiscountsoroffersbeingapplied.Ifyouintendonautorenewing,youmuststillcontactustoapplythisdiscount.

5. Thereisnocashalternative Weshallnotprovideanycashalternativenoristhevouchertransferrable to any other person. The voucher has no cash valueandisnotexchangeableforanyotherproductoroffer.

Rebate and Discount-TermsandConditionsApplies to warranty plans sold after 13/12/17

Discretion

Wehaveabsoluteandfinaldiscretiononallaspectsofadministeringandimplementingthis Voucher including whether to pay your rebate or allow any discount at any stage.

GeneralConditions

31


1. Servicing & MaintenanceYoumustlookafterthevehicleinlinewiththemanufacturer’sservicinghandbook,andhaveitservicedbyaVAT-registeredgaragewithin30daysor 1000 miles (whichever is sooner) of the recommended service interval andensurethatthemanufacturer’srecommendedtype,gradeandqualityofengineoilisused.Toprovethisyoushouldmakesurethegaragefillsinandstamps the handbook.

WithanycontinuousFitCpluginplan,orifaFitCplugindevicewaspurchasedwithafixedperiodplan,youmustyoumust keep the FitC plug in device connected to your car at alltimes.

You should keep (and upload proof to your MotorEasy account) all service invoices(onwhichyoumustensuretheexactoilspecificationusedisdetailed) as you must verify that correct servicing has been completed when yourequestarepair.Thecamshaftdrivebeltshouldbechangedinlinewithmanufacturer’srecommendations(documentedproofofthiswillberequiredintheeventofarepairforcamshaftdrivebeltfailure).Ifyouhaveprovidedcomponentsfortheservicingofthevehicle,thiswillonlybeacceptableifproofofpurchasecanbeprovided.Itisatourabsolutediscretionifweacceptyourproofofthevehicle’sservicerecord.

YourvehiclemusthaveavalidMOTcertificateduringthetermof the plan.

IfyouareinneedofagaragetofulfilMOTorservicingrequirements,aconvenient and economical local booking can be arranged through your MotorEasy account.

2.RepairrequestsandrepairauthorisationYoumustfollowourcorrectrepairrequestprocedure(seeSection“How To Request Repairs” and you must get provisional agreement from us before any repairs are started. The repair request will be reassessed again upon receipt ofthenecessarydocumentationaftertheworkhasbeencompleted.Wemaywanttorepairorreconditioncertainitemsifitisdeemedappropriate.

We reserve the right to require the repairer to use components we source eithernew,reconditionedorasserviceexchangecomponentsandtosupplysuchcomponentstotherepairerdirectly;ortonotpayforrepairsyouhavecarriedoutwithoutourauthorisation.

Itisatourabsolutediscretionifweacceptthecostsofrepairing the vehicle.

3.InvestigationcostsYou are responsible for giving the repairer permission to start any exploratory,investigationordismantlingworkandforpayingthecostsinvolved if this work proves that we are not responsible for the fault. You will be asked for a reasonable deposit against workshop costs for stripping and reassemblingcomponentsunderinvestigationortoagreetoremovethecarfrom the workshop by a certain deadline if the claim is declined following investigationordismantling.

4. EngineersWe have the right to instruct an independent engineer to inspect your vehiclebeforeweauthoriseanyrepairs.Ifwedothis,wearenotresponsibleforanylossarisingfromanypossibledelay.Ifyougivepermissiontocommencerepairswithoutgettingagreementfromuswemaynotpayforthese as we have not been able to inspect the vehicle prior to being repaired.

Theplanappliesonlyifthefollowingconditionsaremet.

GeneralConditions - what’s required from you?

32


We also instruct independent engineers to carry out vehicle Healthchecks on some vehicles prior to a plan commencing. You can also ask us to have a vehicle Healthcheck carried out at your request. Separate terms and conditionsapplytovehicleHealthchecks.

5.ImprovingtheconditionofthevehicleThiscondition,detailedbelow,willapplyunlessthe“ComponentContributionRemoval”add-onisconfirmedonyourcustomerschedule.

Ifwepayforrepairstoyourvehicle,itisnotouraimtoputyouinabetterpositionthanbeforetherepairsweremade.Incertaincircumstanceswherereplacementcomponentsarefittedtoreplacethosesufferingabreakdown,andthisresultsinyourvehiclebeinginabetterconditionthanitwasbeforethefailure,youmustpaytowardsthecostofthecomponents.

For vehicles older than6yearsorwithmorethan60,000recordedmiles,thefollowing table shows the percentage component cost we willpay,dependingonthevehicle’sageormileageatthetimeofthe breakdown. We will alwayspay100%ofthelabour charges.

The mileage limits shown here are the total miles from the date the vehicle wasfirstregistered.

6.ReturningpaymentsmadefortheplanWe cannot return any payments made to us for the plan if we paid for repairs tobemadeunderitsterms.Ifevidenceisprovidedtoshowthevehicleiswrittenoffduetoanaccident,orisstolenandnotrecoveredwithinthreemonths,aslongaswehavenotpaidforrepairswecan,atourdiscretion,makearefundsubjecttothelengthoftimetheplanhasbeeninplace(seeSection“Cancellation”),lessanadministrationchargeof£30.

7. Transferring the planIfyousellthevehicle,youmaytransferafixedperiodplantothenewowneraslongasyouhavepaidfortheplaninfull.Youmustpayanadministrationchargeof£30.Pleasenotetheplanisnottransferableto,orthrough,themotor trade.

8.DutytogiveusinformationandfraudIfyoudonotgiveusthecorrectinformationwhenyouapplyfortheplanwemayconsideryourapplicationfraudulent.Ifwemakepaymentsasaresultofyourdishonestyorexaggeratedbehaviour(orsomeoneactingonyourbehalf)youwillnolongerbeentitledtoanybenefitsunderthisplan,wemayalsodemandthatthesearereturned.Intheeventofsuspectedfraudwemaycanceltheplanwitheffectfromthestartdateandtakelegalactionagainstyouforthereturnofanyrepaircostspaid,alsodemandingthatyoureimburse us for any costs incurred.

9. English lawThis plan is governed by English law. Contractually and legally this plan operatesonadiscretionarybasis.ItisnotacontractofinsuranceandsofallsoutsidethejurisdictionoftheFinancialConductAuthority.ThebodygoverningthistypeofagreementistheTradingStandardsInstitute.Anylegal proceedings will be held in the courts of England and Wales.

Vehicle age or Mileage Component Contribution

Upto6yearsor60,000miles 100%




Over9yearsor90,000miles 50%


33


10. Plan termYour customer schedule details the term of this plan and the mileage expiry. Whenyourplanexpireswewillautomaticallyrenewit,unlessyouhaveasked us not to.

11. Salvage and DisposalWe accept no liability for the disposal of your vehicle or any listed component,orsalvageunderanyevent.

12.VehicleConditionThevehiclemustbeproperlytaxed,insuredandservicedinlinewiththemanufacturer’srecommendationsduringthetermoftheplanandhavenomodificationsmadetothemanufacturer’soriginalspecification(unlessagreedinwritingbyus).

13. Value Added TaxIfyoudonotsupplyuswithaUKVATinvoiceandreceiptforrepairsshowingtherepairer’sVATnumber,madeouttoMotorEasyanddisplayingournameandaddress,wewillnotbeabletoreimburseyoutheVATelementofanyrepair costs.

14.VariationOnanyrenewal,orannualreview,ofyourplanwemayvaryanyofthetermsandconditionsto:adjustthecomponentsincludedinyourplan;complywithnewlawsorregulations;correctanytextorformattingerrors;orclarifythescope of your plan.

15.DiscretionAn important aspect of your plan is that we both contractually and legally operateonadiscretionarybasis.Weusethisdiscretiontoensurethatyou

receiveafairandequitableresolutiontoeachandeveryrepairrequestyoumake.IntheeventofanycomplaintwhichcannotberesolvedtoyoursatisfactiontheCEOofMotorEasyisthefinalarbiterfortheexerciseofthisdiscretion.Thisdoesnotaffectyourstatutoryrights.

16.HealthchecksHealthcheckinspectionsareavisualinspectionofthevehicle,notacomprehensiveinvestigationanddonotguaranteetofindallfaultswiththecar.Uponcompletionofahealthcheckthe90daywearandtearexclusionwillberemovedfromyourcover.Noothertermsareaffectedinanywaybythe health check.

17. Economic repairWe reserve the right on repairs we are paying for to move your vehicle at our costtoarepairerofourchoiceifwecanaffectarepairmoreeconomically.We reserve the right to repair rather than replace components at our discretion.Wherewehaveexercisedourrighttocompleteaneconomicrepair we will warranty this work for 12 months.

18. Dealer WrapWhenyoumakeaclaimforafaultthatcanhavedevelopedinthefirst6months of a dealer wrap plan you will only be able to make a claim if you havesentalettertothedealerthatsoldyouthecarrequestingtheypayfortherepairsundertheconsumerrightsactandhadavaliddeclineinwriting.

19. Claim Decision TimeframeYouhave30daysfromreceivingaclaimdecisiontoaccept,ortheclaimwillbeclosedandtheofferrescindedandcaseclosed.Ifyoufailtoprovideevidenceorinformationrequiredinordertomakeaclaimdecision,theclaimwill be declined and the case will be closed.


Cancellation

35


Cancellation - we hope you don’t but if required, keep reading

Itisatourdiscretionifwedecidetocanceltheplan.Ifwecanceltheplanwewill refund you in full.

Examples of reasons we may cancel your plan include evidence of previous faults(repairedornot)foundatHealthcheckorinserviceorMOThistory,or a failure on your part to forward us a photograph of the mileage of your vehicle,alastserviceinvoiceoracurrentvalidMOTcertificate,ifwehadrequested these to be provided.

IfacontinuousFitCpluginplanhasbeenpurchased,oraFitCplugindevicehasbeenpurchasedwithafixedperiodplan,acancellationfeeof£75willapplyfortheFitCpluginitself.Thisfeewillapplythroughoutthefirsttwoyearsofcover,includingthefirst14days.

If,afterbuyingaplanfromus,youdecideatyourdiscretionthatyoudonotwantit,simplycontactusviayourMotorEasyaccountwithin14daysfromreceiptofyourplandocumentand,subjecttotherenothavingbeenanyrepairsrequestedorpaidfor,wewillwaivethecancellationfeeandyouwillonlybechargedfortheinitialonemonththatyouareoncoverandinwhichyou have cancelled. Where your monthly warranty plan is worth more than the distanceregulationsminimum,youhavetherighttocancelforfreewithinthefirst14days,andwillonlybechargedforthefirstmonthoncoverthereafter.

Ifyoudecidetocancelafixedperiodplanatanytimeaftertheinitial14days,subjecttonorequestedrepairs,wewillusethetableinthissectiontocalculatea refund for the current year of the plan and we will refund the warranty cost of anyfutureyearsinfull.Wewillthendeductanadministrationchargeof£50,andthecostofyourhealthcheckinspection,fromtheamountduetoyou.Wewill refund the balance from payments you have made towards the plan. When cancellinga24monthplanwewillvalueyear1at60%oftheoverallplanpriceandyear2at40%oftheoverallplanprice.Whencancellinga3yearplanwewill

valueyear1at42%oftheoverallplanprice,year2at36%oftheoverallplanpriceandyear3at22%oftheoverallplanprice.

Ifyoudecidetocancelacontinuousplanatanytimeaftertheinitial14dayperiodyouwillnotbeentitledtoanyrefundandwewillchargeanadministrationfeeequivalenttoonemonth’splanpaymentor£50,whicheveristhelesseramount.Anyamountspayablebyyouoncancellationofyourwarranty(includingcancellationfeesandtheremainingmonthsto complete the minimum period) will be collected from your most recent payment method.

Periodoftimeyouhavehad thefixedperiodplan,upto:

Credit against total due

one month 80%

two months 70%

three months 60%

four months 50%

fivemonths 40%

six months 30%

seven months 20%

more than seven months 0%

Complaints

37


Ifyouhaveacomplaintaboutanyofourservices,or you are unhappy with how we have exercised ourdiscretioninrelationtoanydeclinedecision,please let us know so that we have the opportunity toinvestigatetheproblemandputthingsright.

You should submit your complaint via your MotorEasy account.

InvestigationMotorEasywillinvestigateyourcomplaint.

Nobodydirectlyinvolvedintheissueyouaredissatisfiedwithwillbeinvolvedintheinvestigation.

Communication1. Wewillusuallyacknowledgeyourcomplaintonthesameday,

butinanycasewithinfiveworkingdays.

2. Wemayrequiremoreinformation,andwewillmessageandemail you to request this if it is necessary.

3. Wewillgiveyouaclearexplanationforouraction.Ifweneedtopayanyundisputedamountdueundertheplan,wewilldothisquicklyandthiswillnotaffectyourcomplaint.

4. Ifweneedtotakeactiontosettletheproblem,wewillinformyou and update you with any developments.

5. Withineightweeksofreceivingyourcomplaint,wewillsendyou:

• afinalresponse;or

• aresponsewhichwillexplainwhywecannotyetsettleyourcomplaint and advise you when our experts are able to provideyouwithafinalresponse.

Complaints - we’re listening

Thisprocessdoesnotaffectyourstatutoryrights.

Nothinginthesetermsandconditionswillreduceoraffectyourstatutoryrights. Forfurtherinformationaboutyourstatutoryrightscontactwww.gov.uk/consumer-protection-rightsorwww.citizensadvice.org.uk.

DataProtection

39


DataProtectionAct2018ForthepurposesoftheDataProtectionAct2018,wearetheDataControllerinrelationtoanypersonalinformationyousupply.

PlanAdministrationInformationyousupplymaybeusedforthepurposesofplanadministrationbytheDataControllernamedabove,theirassociatedcompaniesand/oragents.Your personal data may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes. Your personal data may also be used to prevent crime. For any of these purposes,yourinformationmaybetransferredtocountriesthatdonothavestringentdataprotectionlaws.Ifthisisnecessary,theDataControllerwillseekassurance from that party as to the security surrounding the handling of your personal data before they proceed.

Youhavetherighttoaccessandifnecessaryrectifyinformationheldaboutyou(thisisknownasaSubjectAccessRequest).Toexercisetheserights,please contact:

DataProtectionOfficer MotorEasy 60PortmanRoad Reading RG30 1EA

Alternatively,e-mailusat:[email protected]

MarketingpurposesMotorEasymayuseyourinformationinordertoselectandtell youaboutproductsandservicesavailablefromus,orfromother companiesinourgroup,thatmaybeofinteresttoyou.Wemay shareyourinformationforanalysisandmarketingpurposesorso that others in our group may contact you about their own products orservices.MotorEasymayalsouseyourinformationtotellyouaboutproducts and services that we can introduce from selected businesses outside ourgroup.Ifasupplierpassedyourapplicationtousthenwemaypassyourinformationtothemforpossiblefurtherbusinesswithyou.MotorEasymayalsopassyourinformationtoagenciescarryingoutmarketresearch.Youhavetherightatanytimetoaskusnottocontactyouorgiveyourdetailstoothersforthesepurposes.Youmaycontactus,usingthedetailsabove,ifyouwishustostop.Youalsohavetherightatanytimetoaskusnottotelephoneyouforsalespurposes.Again,youmaycontactusifyouwishustostop.Forfulldetails visit the Privacy Policy on our website.

DataProtection - your security is important to us

Make a booking

41


Repair | MOT | Service

LiveTracking Book 24/7 Engineer Monitored

Make a booking-wewanttohelp!

I MotorEasy because...

E0676 08/19

“I get more car for my money”

C A R L E A S I N G

“I have complete confidence”

G A P I N S U R A N C E

“For those just in case moments”

C A R WA R R A N T Y

“I get what I want”

C A R F I N A N C E

“I trust the team of experts”

R E PA I R S

“I always get great value”

TYRES & INSURANCE

“Everything is done for me”

S E R V I C E & M O T