90-Day Warranty Terms and Conditions
These terms and conditions set out the full details of what is covered by your 90-Day Warranty (the “Warranty”). You should read these terms and conditions carefully before taking out the Warranty.
These terms apply if you purchased your Vehicle before 12:00 PM on 14 March 2024.
Sections 4 and 5 describe what isn’t covered by your Warranty. You should pay particular attention to those sections.
1. The Warranty
1.1 About Cazoo. Cazoo Limited (“Cazoo”, “we”, “us”, “our”) provides your Warranty. We’re registered in England and Wales under company number 11624245 and our registered office is at 40 Churchway, London, NW1 1LW. Our VAT number is 310 2200 90.
1.2 About the Administrator. The Warranty is administered by TWG Services Limited (the “Administrator”). The Administrator is registered in England and Wales under company number 01883565 and its registered office is at Twenty Kingston Road, Kingston Road, Staines-Upon-Thames, Surrey, TW18 4LG.
1.3 About your Warranty
(a) What is included. Your Warranty covers only the Vehicle you bought from Cazoo under Cazoo’s customer purchase terms and conditions (“Terms”) when you took out the Warranty (your “Vehicle”). Your Warranty includes an initial maintenance inspection, which happens before you get your Vehicle. Your Warranty then covers repair or replacement (as required) of parts not normally covered by the manufacturer’s periodic service schedules, as set out in more detail in section 3.2(b) below. Your Warranty only covers one claim for each part for the duration of the Warranty.
(b) What isn’t included. Your Warranty doesn’t cover any Vehicle other than your Vehicle. Your Warranty doesn’t cover normal wear and tear to parts that you should replace as part of your Vehicle’s maintenance schedule - for example, tyres and replacement of consumables like fuel, filters, screen wash, coolant and oil. Your Warranty doesn’t cover repairs or replacements that are required because you fail to keep the Vehicle serviced in line with manufacturer’s recommendations. Your Warranty doesn’t cover your Vehicle if it is outside the UK. Your Warranty doesn't cover you if you are using your Vehicle for hire and reward. “Hire and reward” is defined as any vehicle used to carry goods or persons in exchange for payment, consideration, gratuity, or benefit which is directly charged, demanded, received, or collected by any person for the use of the vehicle. You can find more details about what’s excluded from your Warranty in section 4 and 5 below.
(c) What happens if we deem the costs of repair or replacement to be disproportionate. There may be instances where in our reasonable opinion it would not make economic sense to repair or replace the parts that are covered by this Warranty. In those circumstances we may decide instead to offer for you to: (a) reject the Vehicle in return for a refund; or (b) exchange the Vehicle for an alternative vehicle sold by us. If you choose to reject the Vehicle and you paid in cash, we will arrange for the Vehicle to be collected and the applicable parts of section 12 of the Terms will apply to the rejection. If you choose to reject the Vehicle and you entered into a finance agreement to pay for the Vehicle, we will arrange for the Vehicle to be collected and the applicable parts of section 13 of the Terms will apply to the rejection. In each situation we will help guide you through the process.
(d) Vehicle mileage. The mileage of the Vehicle stated on Cazoo’s website may vary slightly from the mileage of the Vehicle when delivered. The difference in mileage can be up to 200 miles.
1.4 Contract type. The Warranty is a service contract between you and us. It is not an insurance policy.
1.5 Your obligations under this Warranty. Prior to the start of this plan there is no requirement to validate that previous vehicle service history exists, however following commencement of the plan If you fail to keep the vehicle serviced in accordance with the manufacturer’s servicing requirements, then any repairs required as a result will not be covered under the Plan.
2. Duration of the Warranty
2.1 The Warranty begins on the date and at the time that we deliver your Vehicle to you or when you collect your Vehicle (as applicable).
2.2 The Warranty ends on the date and at the time set out in the confirmation email you receive for the Warranty of your Vehicle. The end date will be the 90th day after your scheduled delivery or collection date.
3. Cazoo’s responsibilities under the Warranty
3.1 We’ll handle your claim professionally. We’ll handle any claim you make under the Warranty within a reasonable time, unless it’s impossible for us to do so because of circumstances beyond our reasonable control.
3.2 We’ll pay for inspections, repairs and replacements covered by the Warranty. We’ll inspect, maintain and repair your Vehicle as follows:
(a) Initial inspection. Before you get your Vehicle, we’ll carry out an initial maintenance inspection on your Vehicle.
(b) Maintenance. For the duration of the Warranty, we’ll cover the cost of any parts and labour (including VAT) approved by us in advance for repairs or replacements of parts covered by the Warranty if that part fails to perform its function. This maintenance can take place either when you normally get your Vehicle serviced in accordance with the manufacturer’s recommendations, or at any other time if the covered part fails to perform its function. Parts covered by the Warranty are listed in the “Included parts” section of the Schedule.
4. Limits of the Warranty
4.1 Disproportionate repair costs. If in our reasonable opinion the repair or replacement costs for parts that are covered by this Warranty are disproportionate we’ll offer you an alternative remedy as described in section 1.3(c)
4.2 Claims for some individual parts are limited. We won’t cover the amount of any individual claim under the Warranty where that claim exceeds the amount set out in the Schedule for the relevant part.
4.3 The Warranty covers the UK only. The Warranty is valid anywhere in the UK. We won’t cover issues that arise while the Vehicle is outside the UK, nor will we recover your Vehicle from outside the UK.
5. What’s not covered by the Warranty
5.1 Some labour and parts are not covered. The Warranty doesn’t cover parts that incur wear and tear through the normal use of your Vehicle (for example, tyres, wiper blades, filters, and consumables like fuel, screen wash, oil and coolant). Some examples of excluded parts are set out in the “Excluded parts” section of the Schedule. The Warranty also doesn’t cover regular servicing, MOT testing or any of the labour required to replace or repair excluded parts.
5.2 The Warranty doesn’t cover improper care or use of the Vehicle, or damage done by someone else. This means the Warranty won’t cover repairs or replacements required as a result of:
(a) the Vehicle not being serviced within 1 month or 1,000 miles of each interval recommended by the manufacturer;
(b) improper care in using the Vehicle (for example, adding the wrong fuel or oil grade, and failing to maintain oil and other consumable levels);
(c) your failure to tell us when an issue first arises or continuing to use the Vehicle after the issue first arises or otherwise when your Vehicle shows imminent signs of failure (for example, smoke, unusual noises or warning lights);
(d) deliberate or accidental damage to the Vehicle (for example, collision damage, vandalism, or flooding);
(e) any modification to the Vehicle since the initial maintenance inspection; or
(f) use of the Vehicle for races, rallies, track days (timed or untimed), competitions or for hire or reward.
5.3 The Warranty doesn’t cover normal wear and tear of parts you should replace as part of your Vehicle’s maintenance schedule. This means that the Warranty won’t cover:
(a) any failure of a part that has reached the end of its normal working life because of age or mileage;
(b) corrosion or other damage resulting from weather conditions (for example, water ingress);
(c) any parts that have not failed, but are replaced as part of other work on the Vehicle (for example, timing belts); and
(d) failures resulting from a build up of carbon.
5.4 The Warranty doesn’t cover manufacturer recalls. If the manufacturer recalls your Vehicle or a part on your Vehicle, this Warranty does not cover the recalled parts. This Warranty also doesn’t cover parts which are inherently defective where that defect exists before the Warranty began. This Warranty also doesn’t cover parts covered by an existing manufacturer’s or supplier’s warranty.
5.5 The Warranty also covers pre-approved diagnostic and dismantling costs. If approved by us in advance, we will pay for costs incurred in running diagnostic testing or dismantling your Vehicle to investigate the cause of a problem.
5.6 The Warranty doesn’t cover unapproved repairs or maintenance. Any repairs or maintenance done without our approval (see section 6 below) are not covered.
5.7 The Warranty doesn’t cover other consequential losses. This Warranty isn’t an insurance policy. This means that this Warranty doesn’t cover other expenses you might incur while your Vehicle is out of action, like your earnings, or lost business opportunities, or hire Vehicle costs, any damage to other vehicles or property, or any injury to any person. This Warranty also doesn’t cover damage to other parts of your Vehicle that is caused by a failure of a part that is not covered by this Warranty.
6. How to use the Warranty
6.1 Initial maintenance inspection. We’ll do your initial maintenance inspection before you get your Vehicle.
6.2 Making a maintenance request. If your Vehicle needs maintenance under the Warranty, please contact us first on 020 3901 3488. Our phone lines are open seven days a week from 8am to 8pm. We’ll give you details of an approved repairer. You must not arrange the maintenance until we have authorised it. You must check that the approved repairer has an authorisation number from the Administrator before starting work. The approved repairer can get this number by calling the Administrator directly on 0330 100 3728 (lines open Monday - Friday from 9am to 5pm) or by submitting a claim using the Administrator’s online portal.
6.3 What happens then? The Administrator will either authorise the work, or might need more information. You should provide this information where you can. The Administrator may arrange for diagnostic testing or appoint another repairer or independent assessor to inspect the Vehicle. The Administrator may approve the work subject to a financial cap, which will be calculated based on market data provided by Autodata. You must get approval for any charges in excess of this cap before incurring them.
6.4 Paying for the maintenance. When the work is complete, you should ask the approved repairer to send the invoice (quoting your Warranty number) to the Administrator. The Administrator will pay the authorised repairer directly. If the authorised repairer is unable to invoice the Administrator directly, please call us on 020 3901 3488. Exceptionally, we might ask you to pay for the repairs up front. If this happens, we’ll reimburse you directly for repairs that are covered.
7. Cancellations and refunds
7.1 You have the right to cancel the Warranty. You can cancel the Warranty at any time by contacting us on 020 3901 3488. Our phone lines are open seven days a week from 8am to 8pm. You can also use the model cancellation form below.
7.2 The Warranty is free, so you won’t get a refund. The Warranty is free of charge. If you cancel it, you won’t receive any money back or anything of equivalent value.
7.3 We can cancel the Warranty if you don’t give us the information we need to administer it, or if you break these terms and conditions. If you do not provide when requested any information we need to administer the Warranty, or if you break these terms and conditions, then we can cancel the Warranty. We can also do this if you knowingly give us false or misleading information, or try to conceal things that are relevant to your Warranty.
8. Fraud
8.1 We’ll refer fraud to the police. We support the police in identifying and prosecuting fraud where there is evidence it has taken place. When you apply for or use this Warranty, it’s important that you take care to answer questions honestly and to the best of your knowledge. If you attempt to commit fraud, we may provide your information to law enforcement and support them in prosecuting you.
8.2 We won’t honour fraudulent claims, and we’ll recover our losses. If you apply for or use this Warranty fraudulently, the Warranty will be invalid. If we suffer any loss as a result, we will take steps (including legal action) to recover those costs.
9. Data protection
9.1 We process your personal data in connection with the Warranty. Cazoo Ltd is the controller of your personal data and the Administrator is a processor. We’ll use your personal data in accordance with the law to administer your Warranty and for our own internal business purposes (including identifying and preventing fraud). We also record calls for training and monitoring purposes. You can find out more about how we use your personal data in our privacy policy.
9.2 You have rights in relation to your personal data. You have rights in relation to your personal data, including the right to make a complaint at any time to the Information Commissioner’s Office, the UK’s regulator for data protection issues (www.ico.org.uk). You can find more detail about your rights and how to use them in our privacy policy.
10. Complaints and support
10.1 Here’s how to get in touch if you have a complaint or question. If you have any complaints or questions about the terms of this Warranty, or how we’ve handled your claim, then please contact the Administrator on 0330 100 3247. Phone lines are open Monday to Friday from 9am to 5pm. You can contact the Administrator by post at: Customer Relations Team, TWG Services Limited, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF. You can contact the Administrator by email at [email protected].
10.2 Here’s what to do if there is a problem with the work on your Vehicle. If you have a complaint about the work done on your Vehicle under the Warranty, you should contact the approved repairer in the first instance. If you aren’t satisfied with the response, then you can contact us on 020 3901 3488. Phone lines are open 7 days a week from 8am to 8pm. You can contact us by post at: Customer Service, Cazoo, 40 Churchway, London, NW1 1LW.
11. General terms
11.1 Invalid terms. If any of these terms and conditions are found to be unlawful, invalid or unenforceable, this does not affect the validity of the remaining terms and conditions, which continue to be valid and enforceable to the fullest extent permitted by law.
11.2 Assignment. We may transfer our rights and obligations under the Warranty to any other organisation, but this won’t affect your rights or our obligations under the Warranty.
11.3 Entire agreement. These terms and conditions constitute the entire agreement and understanding between you and us relating to the Warranty and supersede anything previously passing between us relating to the Warranty. You acknowledge that, in entering into the Warranty, you have not relied on (and do not have any remedies in respect of) any representation or warranty that is not expressly set out in these terms and conditions (other than in respect of fraudulent misrepresentation).
11.4 Liability. Nothing in this Warranty limits any liability that cannot legally be limited. Subject to the foregoing, our maximum liability to you under your Warranty is limited to the price you paid for the Vehicle.
11.5 Governing law. The Warranty is governed by English law. This means that any matter or dispute arising out of or in connection with the Warranty (including non-contractual disputes or claims) will be governed by English law. You may bring legal proceedings in the English courts. If you live in Scotland, you may bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you may bring legal proceedings in either the Northern Irish or the English courts.
11.6 Model cancellation form.
To Cazoo Limited at 40 Churchway, London, NW1 1LW (email: [email protected])
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the following warranty [*]
Ordered on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper)
Date:
[*] Delete as appropriate
Schedule
Included parts:
All mechanical and electrical parts: Other than as stated under “Excluded parts”, all mechanical and electrical parts are included for failure to perform their normal function on the Vehicle;
● Turbo (factory fitted): Failures due to carbon build up are not covered, including the variable nozzle turbine or wastegate actuator or any other part of the turbo. Foreign object damage is not covered on any turbo claim.
● Infotainment/multimedia/touchscreen display unit (factory fitted): Up to a maximum of £2,000 (inclusive of VAT) per repair request.
● Key remote fobs and key cards: Up to a maximum of £100 (inclusive of VAT) per repair request.
● Timing belts: Only if the manufacturer’s replacement recommendations have been complied with and they are free from contamination.
● Casings: Cylinder block, gearbox, transfer box, differentials, and axle if they have been damaged by a failure of one of the included parts.
Excluded parts:
● General: All bodywork, handles and hinges, interior / exterior trim, brightwork, paint, glass (including front and rear heated screens and elements), weatherstrips, rubber seals, sheet metal, sunroof guides, seats (including all internal electrical / mechanical components), rear spoilers including photo electric cell, carpets, seat belts and pre- tensioners, wiper arms / blades / washer jets, wheels and tyres, wheel alignment / tracking / balancing adjustments.
Parts subject to manufacturer’s servicing requirements or periodic repair, including but not limited to spark plugs/ glow plugs, electrical leads and all filters. Any item or accessory not in the manufacturer’s original specifications.
On convertible vehicles the roof together with pumps, motor mechanisms and any retractable panel / mechanism are not included.
● Working materials: Unless working materials and supplies required as a direct result of the failure of an included part.
● Brakes: Brake discs, brake pads, brake linings/shoes.
● Contaminated fuel: The clearing of fuel lines, filters and pumps/ injectors.
● Electrics: Bulbs, LED’s, 12-volt batteries, lithium battery cells, fuses, wiring harnesses, wiring terminals and remaking of disturbed electrical connections (other than electrical failures of the main headlight units or electrical failures integral to the components of the EV system).
● Miscellaneous items: Air conditioning recharging, ECU reflashes (unless deemed essential as part of a valid claim), upgrades, exhaust system, auxiliary drive belts, brackets, mountings, tappings, supports, fixings and fastening devices, fuel tank and fuel lines, rubber hoses, metal pipes or plastic pipes and unions, core plugs and air bags.
RAC Roadside and Recovery
From below this point 'we', 'us' and 'our' relate to RAC Motoring Services (RACMS).
Contact information
Breakdown: Telephone 0333 202 1861 (Quote O177)
Customer Services: Telephone (Tel:0330 100 3728)
In writing:
TWG Services Limited
The Aspen Building
Floor 2
Vantage Point Business Village
Mitcheldean
Gloucestershire
GL17 0AF
Hearing assistance
Telephone prefix 18001 to access Typetalk or text the RAC on 07855 828282.
Telephone charges
Please note that the RAC do not cover the cost of making or receiving telephone calls. Calls to the RAC may be monitored and/or recorded.
Call charges may apply. Please check with your telephone provider. 03 numbers are charged at national call rates and usually included in inclusive minute plans. Text messages will be charged at your standard network rate.
If your vehicle breaks down, please provide the RAC with
Your name or policy number and quote O177.
Identification such as a bank card or driving licence.
The vehicle’s make, model and registration number.
The exact location of the vehicle - the road you are on or the nearest road junction.
The number of the phone you are using.
The cause of the breakdown, if you know it.
Your credit/debit card if you need additional services.
If you fail to make contact within 24 hours of becoming aware of the breakdown assistance may be refused in relation to the breakdown.
Remember
Please let the RAC know if you have called the RAC but manage to get going before the RAC arrive.
The RAC will only provide service if the RAC arranged help, so please do not go directly to a garage or other recovery service, or otherwise approve action taken by you or on your behalf.
Your terms and conditions
Definition of words
Any words in bold appearing throughout this RAC Breakdown have a specific meaning which the RAC explain below.
“breakdown”/“breaks down”/”broken down” means an event during the period of service, that stops the vehicle from being driven because of a mechanical or electrical failure including as a result of battery failure, running out of fuel, but not as a result of a mis-fuel, road traffic collision, fire, flood, theft, acts of vandalism, any driver induced fault, flat tyres or any key related issue other than keys locked in your vehicle;
“call-out” means each separate request for service or benefit for cover under any section of this RAC Breakdown;
“caravan”/”trailer” means any caravan or trailer that is less than (a) 3.5 tonnes; (b) 7.0m (25 ft) long including a tow bar; (c) 2.55 metres wide; and (d) 3 metres high;
“Cazoo”/“we”/“us”/“our” means Cazoo Limited of 40 Churchway, London NW1 1LW as shown on the validation form and each of its authorised agents who has arranged this RAC Breakdown.
“driver”/”they” means you or any driver of a vehicle at the time a breakdown occurs who is authorised to be driving the vehicle and is permanently resident in the UK;
“driver induced fault” means any fault caused by actions or omissions of the driver of the vehicle, except running out of fuel and battery failure;
“home” means the address in the UK where you live permanently, as shown on your validation form;
“passengers” means the driver and up to 7 people travelling in the vehicle;
“period of service” means the length of time for which your RAC Breakdown is in force as shown on your validation form;
“RAC” means the service provider who agrees to provide services under this agreement;
“RAC Breakdown” means this agreement that is subject to these terms and conditions together with the validation form;
“reimburse”/“reimbursement” means reimbursement by RAC under the reimbursement process;
“service” means the services provided by us under this RAC Breakdown agreement;
“specialist equipment” means equipment that is not normally required by RAC to complete repairs and recoveries, for example winching and specialist lifting equipment;
“TWG Services Limited” means TWG Services Limited, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire GL17 0AF who administer this RAC Breakdown;
“UK” means England, Scotland, Wales, Northern Ireland, and for the purpose of this RAC Breakdown includes Jersey, Guernsey and the Isle of Man if you are a resident there;
“validation form” means the document entitled “validation form” containing important details about this RAC Breakdown;
“vehicle” means the UK registered vehicle as shown on your validation form and that complies with the following specifications:
it is either a car or light van that is less than (a) 3.5 tonnes; (b) 6.4m (21ft) long including a tow bar; and (c) 2.55 metres wide;
It is a motorcycle over 121cc and is not a mobility scooter
“you”/“your” means the person taking out the RAC Breakdown as named on the validation form.
Important information about our services
There are general conditions that apply to all sections. There are also specific conditions that are set out in each section that apply to each section. You must meet all of these conditions.
All requests for service must be made directly to the RAC.
This document sets out the provision of services between you and us.
We will arrange any services set out in this document that you are eligible to receive. We have an arrangement with the RAC who will provide these services on our behalf. Please note that you do not have any rights under the arrangements between us and the RAC.
Reimbursement
Under some sections, you may need to pay for the service up front and claim this back from the RAC. To do so, please visit www.rac.co.uk/reimbursementclaimform. If you have any queries please contact the RAC Breakdown Customer care on 0330 159 0337. Please send your completed claim form with proof of payment (such as a receipt) to Customer Care. The RAC may ask you to supply original documents.
Additional Benefits
Service in the Republic of Ireland
If the vehicle has broken down in the Republic of Ireland, we will provide a Roadside attendance service only, as described under Section A (Roadside & At Home). We will recover the vehicle to your home, or to another destination in Northern Ireland if the distance is less.
Urgent message relay
If the vehicle has broken down and the driver needs to get in touch with friends and family urgently, the RAC will get a message to them.
Additional services
The RAC can provide additional services that are not included in your RAC Breakdown but the RAC will charge you for these, for example to:
Purchase the parts you need to get on your way;
Pay for specialist equipment to complete the repairs;
Arrange a second or extended recovery; or
Attend for a mis-fuel event or a driver induced fault.
If you need extra help, the RAC will agree the costs up front and will need full payment before the RAC can help. If you took out the RAC Breakdown, you will be responsible for any additional charges so if the RAC help someone under your RAC Breakdown and they cannot pay, the RAC will invoice you. This is why the RAC request proof of identity at the breakdown.
Your Cover
Section A. Roadside & At Home
This RAC Breakdown includes cover for Roadside and At Home.
Service provided:
If the vehicle breaks down within the UK, the RAC will:
Send help to repair the vehicle at the roadside. This could be a permanent or temporary repair; or
If the RAC are unable to repair the vehicle at the roadside, the RAC will recover the vehicle and passengers to a destination chosen by the driver up to a maximum of 10 miles from the breakdown; and
If the RAC recover the vehicle to a garage, the RAC will reimburse you for taxi costs for passengers to continue the journey to a single destination within 20 miles.
Service not provided:
The cost of any parts;
The fitting of parts, including batteries, supplied by anyone other than the RAC;
Any breakdown resulting from a fault that the RAC have previously attended and:
the original fault has not been properly repaired; or
our advice after a temporary repair has not been followed;
Recovery for caravans or trailers if the caravan or trailer breaks down.
Section B. Recovery
This RAC Breakdown includes cover for Recovery.
Service provided:
If the RAC are unable to repair the vehicle under Section A (Roadside & At Home), the RAC will recover the vehicle from the breakdown location to a single destination chosen by the driver within the UK. For long distances the RAC may use more than one recovery vehicle.
Please note: recovery must be arranged with the RAC while the RAC are at the scene.
Service not provided:
Please see the “Not Covered” part of Section A (Roadside & At Home), which also applies here;
Tyre faults where the vehicle is not carrying a serviceable spare tyre, the tyre repair equipment provided by the vehicle’s manufacturer or a locking wheel nut;
A second recovery owing to the intended original destination being closed or inaccessible.
Section C. Onward Travel
This RAC Breakdown includes cover for Onward Travel.
If the RAC attend a breakdown under Section A (Roadside & At Home), and cannot fix the vehicle on the same day, the RAC will help the driver by making arrangements to allow the continuation of the journey. The driver can choose one of the following options, subject to availability:
Alternative transport; or
Overnight accommodation.
1. Alternative transport
Service provided:
If the driver would prefer to continue the journey by air, rail, taxi or public transport, the RAC will reimburse you for a standard class ticket up to £150 per person or £500 for the whole party, whichever is less.
2. Overnight accommodation
Service provided:
The driver may decide that waiting for the vehicle to be fixed is best. The RAC will arrange one night’s bed and breakfast accommodation, up to a value of £150 per person or £500 for the whole party, whichever is less.
3. Assistance in a medical emergency
Service provided:
The RAC will also help if the driver or one of the passengers suddenly or unexpectedly falls ill and needs medical help before the end of the journey. The RAC will help to:
book one night’s bed and breakfast accommodation for the driver and passengers if the hospital is more than 20 miles from home. The RAC will reimburse you up to £150 per person or £500 for the whole party; and
arrange to get the patient home or to a local hospital as soon as they are fit to travel.
Service not provided:
The RAC will not assist the driver where they or one of the passengers is taken ill during a journey to or from a doctor’s surgery or hospital, including planned doctor or hospital appointments or emergencies.
General Conditions
The following conditions apply to all sections of this RAC Breakdown. If you do not comply we can refuse cover and/or cancel your RAC Breakdown.
You must request service directly from the RAC.
Where the breakdown is caused by a component failure this must stop the vehicle from working, so for example an air-conditioning failure in itself does not constitute a breakdown, and the illumination of a warning light does not always constitute a breakdown. If it does not, you will need to take your vehicle to a place of repair and your RAC Breakdown will not cover this.
The RAC will not provide service where the vehicle is already at a garage or other place of repair.
Where the RAC deem, acting reasonably, that you requested service to avoid the cost of repairing the vehicle, or to correct an attempted repair by someone else, the RAC will not provide service.
A driver must be with the vehicle when the RAC attend.
You are responsible at all times for the care of your personal belongings, valuables, luggage and goods in or on a vehicle. The RAC will not be responsible for any loss of or damage to them.
Where the RAC recover passengers under the age of 16, they must be accompanied by an adult.
The RAC will not allow animals in their vehicles, except guide dogs. Any animals can remain in the vehicle at the driver’s own risk. The RAC will not be liable for any injury to animals, or damage caused by them. The RAC will not transport any livestock. The RAC will not be responsible for any costs relating to animals.
The vehicle must not carry more passengers than the number stated in the vehicle’s registration document. Each passenger must have a separate fixed seat fitted to the manufacturer’s specification and any child must occupy a properly fitted child seat.
Where the RAC provide a repair to the vehicle, whilst the RAC are responsible for that repair, this does not mean that the RAC are confirming the legal and roadworthy condition of the vehicle. This remains your responsibility.
The RAC will not be responsible for any losses that may incur following a breakdown that are not expressly covered by this RAC Breakdown. For example, the RAC will not pay for any loss of earnings or missed appointments.
The RAC do not guarantee that recovery to any garage will be during opening hours, or that repairs can start immediately. Whilst the RAC will try to check that the garage will undertake the type of repairs required, the RAC cannot guarantee this. The RAC will not take responsibility for repairs carried out at any garage and the contract for such repairs will be between you and the garage / repairer.
During extreme weather, riots, war, civil unrest, industrial disputes, the RAC’s services can be interrupted. They will resume their service to you as soon as they can in these circumstances.
The cost of the following is not covered by this RAC Breakdown:
a. specialist equipment;
b. ferry charges for the vehicle and the RAC’s vehicle;
c. any damage to glass even if the damage means the vehicle cannot be legally or safely driven. the RAC will arrange transport to a d. local garage so you can arrange to get the vehicle fixed but you will have to pay for this;
e. spare tyres and wheels and repairing or sourcing them;recovery by someone other than RAC even if this is requested by the emergency services. The RAC will only provide recovery once instructed to do so by the emergency services.
In handling any call-out there may be more than one option available to the driver under this RAC Breakdown. The RAC will decide which is the most appropriate option based on the expertise of the RAC in breakdown situations. In doing so the RAC will act in consultation with the driver, and act reasonably at all times.
This RAC Breakdown does not cover:
a. routine servicing, maintenance or assembly of the vehicle;
b. caravan or trailers, except as described under Section A;
c. use of the vehicle for public or private hire, the carriage of goods for hire and reward, demonstration purposes or carrying trade plates;
d. breakdowns resulting from activities that are not subject to the normal rules of the road for example rallies, stock car racing, use of the Nürburgring or other formal or informal race events;
e. breakdowns that occur off the public highway to which the driver or the RAC have no legal access;
f. the vehicle if it is not legally taxed, insured and holding a valid MOT which is required by law or is not being used in line with the manufacturer’s guidelines;
g. vehicles that are not in a roadworthy condition. If the RAC consider, acting reasonably, that the vehicle is not in a legal or roadworthy condition, the RAC can refuse to provide service. If you can demonstrate that the vehicle is roadworthy the RAC will provide service;
h. any call-out that is or may be affected by the influence of alcohol or drugs;
i. any breakdown that is caused by or as a result of vehicle theft or fire.If the driver is asked to review and approve a document recording the condition of the vehicle, including an electronic form, it is the drivers responsibility to ensure that the record is accurate and complete, and the RAC will not be responsible for any errors or omissions.
Misuse of RAC Breakdown
Each driver must not:
Behave inappropriately towards the RAC, including acting in a threatening or abusive manner, whether verbally or physically;
Persuade or attempt to persuade the RAC into a dishonest or illegal act;
Omit to tell the RAC important facts about a breakdown in order to obtain service;
Provide false information in order to obtain a service;
Knowingly allow someone that is not covered by your RAC Breakdown to try and obtain a service under this RAC Breakdown;
Pay for additional services or goods in the knowledge that the payment has or will fail, with no intention of providing alternative payment.
If these conditions are not complied with, the RAC may:
Refuse to provide any services to the applicable driver under this RAC Breakdown with immediate effect;
Refuse to sell any services to the applicable driver in the future.
The RAC may also take any of the additional steps as set out above if any call-out is found to be fraudulent in any way, the RAC Breakdown will be cancelled with effect from the date of the fraudulent act, and the fraudulent call-out forfeited. We will notify you in writing if the RAC decide to take any of the above steps.
Changes to your details
You must let TWG Services Limited know immediately if you need to change anything on your RAC Breakdown.
The RAC will not change your RAC Breakdown into someone else’s name. If you cancel your RAC Breakdown for any reason, the whole RAC Breakdown will be cancelled and others on your RAC Breakdown will no longer be covered by us.
All communications from TWG Services Limited, us or the RAC shall be deemed duly received if sent to your last known address.
Complaints
We are committed to providing excellent service. However, we realise that there are occasions when you feel you did not receive the service you expected. If you are unhappy with the services relating to this RAC Breakdown such as services at or following a breakdown, or the included benefits please contact us as follows:
Breakdown related complaints
Telephone: 0330 159 0337
In writing
Breakdown Customer Care
RAC Motoring Services Limited
Great Park Road
Bradley Stoke
Bristol
BS32 4QN
Sales and administration Complaints
Telephone: 0330 100 3247
In writing
TWG Services Limited
The Aspen Building
Floor 2
Vantage Point Business Village
Mitcheldean
Gloucestershire
GL17 0AF
Your Data
Data protection statement
This section provides a short summary of how the RAC collect and use your data. Please refer to the RAC’s website at rac.co.uk//pdfs/businessroadside/breakdown/privacypolicy for full details of how the RAC use your data. Alternatively, you can obtain a copy of the Privacy Policy by using the contact details below.
What is your data?
There are three types of data the RAC hold about you:
Personal data is information the RAC hold on record which identifies you. This may include your name, address, email address and telephone number;
The RAC will may also hold data about you that is not personal, for example, information about your vehicle; and
A small number of the RAC services require the collection and storing of special categories of personal data. The RAC will only ask for this data when it is absolutely necessary and in accordance with data protection laws.
How we obtain and collect your data
Your data may be collected in a number of different ways. For example, when you took out this RAC Breakdown, contact the RAC through social media or make a claim under your RAC Breakdown. The RAC will always need to collect, store and use information about you to be able to provide you with your RAC Breakdown.
Please note, if you do not provide your data the RAC will be unable to provide you with cover, as well as services related to administering your RAC Breakdown.
How the RAC will use your data
The RAC will use your data for the administration of your RAC Breakdown, for example, helping you if you make a claim. The RAC may disclose your personal data to service providers who provide help under your RAC Breakdown.
Your rights
You have a number of rights relating to your personal data. For further information regarding any of these rights please visit rac.co.uk//pdfs/businessroadside/breakdown/privacypolicy or contact the Data Protection Officer:
Call the RAC’s Customer Service Team: 0330 159 0337; or
Email the RAC: [email protected]; or
Write to the RAC:
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN
Definitions
Below are certain words that have a specific meaning and wherever these words appear they have the following meaning:
“Application Form” means the application form attached to the customer booklet.
“Breakdown” means any unforeseen mechanical or electrical failure during the Period of Cover in the UK which has either immobilised the Vehicle or made it unsafe to drive.
“Contractor” means any person, including RAC, who we use to provide the services described in this document.
“Breakdown Start Date” means the first day of the Period of Cover indicated on the Application Form.
“Dealer” means the dealer specified on the Application Form.
“Details” means your name and Vehicle registration number, make and model.
“Home” means the address where you live in the United Kingdom.
“The Party/Your Party” means the persons travelling in the Vehicle.
“Period of Cover” means the period during which Your Vehicle has breakdown cover which commences on the Breakdown Start Date and continues for the duration indicated on the Application Form.
“RAC” means RAC Motoring Services and/or RAC Insurance Limited.
“Resident of the United Kingdom” means a person living permanently in the United Kingdom or a person employed by a company having its registered office in the United Kingdom.
“Specialist Equipment” is equipment in our view not carried by RAC patrols or RAC contractors.
“United Kingdom” means England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
“Vehicle” means the vehicle whose Details have been provided by us.
“We/Our/Us” means Dealer and/or any third party acting on our behalf.
“You/Your” means the owner of the Vehicle and any other person driving the Vehicle with the owner’s consent.