These terms and conditions set out the full details of what is covered by your CazooCover 90-Day Warranty (the “Warranty”). You should read these terms and conditions carefully before taking out the Warranty.
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 41 Chalton Street, London, NW1 1JD. 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 when you bought 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.
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. We’ll cover those parts up to the value shown on the validation form we give you when you make a claim. 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 The total claim limit is equal to the price you paid for the Vehicle. If the total amount you claim under your Warranty exceeds the price you paid for the Vehicle, we won’t cover the excess above the price you paid for the Vehicle.
4.2 Claims for some individual parts are also 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.
8.1 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
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, 41 Chalton Street, London, NW1 1JD.
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 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.
11.5 Model cancellation form.
To Cazoo Limited at 41 Chalton Street, London, NW1 1JD (email: [email protected])
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the following warranty [*]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper)
[*] Delete as appropriate
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.
● 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).
Data protection statement
For the purposes of the UK Data Protection Laws that apply from time to time, the data controller in relation to the personal data you and/or TWG Services Limited supplies to us is RAC Motoring Services (RACMS). This enables TWG Services Limited to provide you with a quotation, for you and us to enter into a contract for RAC Breakdown Cover, in making a request for service or benefit, and for administering the RAC Breakdown Cover.
RACMS (Registered No: 01424399) Registered Office is RAC House, Brockhurst Crescent, Walsall, WS5 4AW. You can contact the Data Protection Officer for RACMS by emailing [email protected] or writing to the Data Protection Officer, RAC House, Great Park Road, Bradley Stoke, Bristol BS32 4QN.
RACMS obtains your personal data from TWG Services Limited for the purposes set out below. RACMS also obtains your personal data when you contact us directly in relation to your RAC Breakdown Cover. Please be aware that we may record telephone calls for staff training and evidential purposes.
The categories of your personal data that we obtain about you are:
- policy number;
- vehicle registration number;
- vehicle manufacturer;
- vehicle model;
- DVLA date of vehicle first registration;
- contact details;
- vehicle location data; and
- in very limited circumstances, certain sensitive personal data, including information on health and wellbeing, that you provide us from time to time.
RACMS processes your personal data for the following purposes and its other legitimate interests in order to:
- provide you with a quote for cover;
- provide you with a contract for cover;
- fulfil your contract for cover;
- administer your RAC Breakdown Cover; and
- contact you to provide you with the services that form part of your RAC Breakdown Cover
In most cases, processing the above information is necessary for the performance of a contract to which you are party or in order to produce a quotation at your request prior to entering into a contract. We may also process information to comply with a legal obligation, or where the processing is necessary for the purposes of our legitimate interests, for example to reduce the risk of payment default and fraudulent abuse or to undertake research and statistical analysis.
RACMS may use your personal data to make automated decisions to calculate, evaluate or predict the performance of your RAC Breakdown Cover. If you have any concerns regarding the outcome of these checks, please let RACMS know.
Please note that, if you do not provide your personal data, we will be unable to provide you with the RAC Breakdown Cover you are requesting, as well as services related to administering your RAC Breakdown Cover.
RACMS will share the personal data you provide with its group companies†. RAC group companies (RACGC) will use this for administration and customer services. RACGC may disclose your personal data to our service providers and agents for these purposes.
RACGC retains your personal data for so long as is necessary for us to process your personal data for the purposes and legitimate interests set out above.
RACGC may transfer your personal data outside of the European Economic Area, for example to Asia. RACGC will only do this where it is necessary for the conclusion or performance of a contract between you and us, or that RACGC enter into at your request, in your interest. In the event that RACGC transfers your personal data outside of the European Economic Area for any other reason, it shall ensure that appropriate and approved data transfer clauses or certification mechanisms are in place with the relevant recipient of your personal data.
When you give us personal information about another person, you confirm that they have authorised you to act for them, that you have their consent to act on their behalf (for example, under a power of attorney) and use of their personal data in the manner described in this notice and to receive on their behalf any data protection notice.
RACGC or our agents may undertake checks against publicly available information (such as electoral roll, county court judgments, bankruptcy orders or repossessions). Similar checks may be made in assessing any claims made. RACGC may monitor and record any communications with you including telephone conversations and emails for quality assurance and compliance reasons.
You have a number of rights in relation to your personal information that you can choose to exercise at any time. This includes your right to:
- access information we process about you to obtain a copy of the data as well as receive supplementary information;
- object to us using particular information or using it in a particular way. You can let us know that you object to it and we will consider whether your request can be granted;
- rectify inaccurate information, which in most cases you can do this by getting in touch with TWG Services Limited;
- erase your data if we no longer have a legitimate basis for processing it;
- port data to another data controller or to you in a structured, commonly used and machine readable format.
We have provided a basic overview of those rights above, but if you would like to find out more or exercise any of these rights you can contact the RAC Data Protection Officer on the contact details shown at the top of this privacy notice.
In addition to the rights set out above you have the right to raise a privacy complaint with the Information Commissioner’s Officer (ICO).
The ICO will usually require you to have approached RACMS first to try to resolve the matter.
† If you would like a list of all RAC group companies, please write to or email the Data Protection Officer.
RAC services and what to do
How to Obtain Assistance
If your vehicle has a Breakdown, please follow these simple steps:
Telephone us on the following number: 0800 246 808
For our joint protection telephone calls may be recorded and/or monitored
i) quote the Scheme code indicated on the Enrolment Form. CAZ1
ii) Advise the operator of the location of the Vehicle, the nature of any fault, and provide any other information requested by the operator; and
iii) the number of the phone you are using
Please ring us back (on the free number) if you get going before the Patrol arrives.
Only accept help from the Patrol or contractor that has been sent to assist you by RAC.
Don’t go directly to a garage (even an RAC appointed one); RAC are not obliged to reimburse you if you have had to pay for help which was not arranged by RAC.
Recovery service can only be arranged by RAC.
Please ensure these terms are kept with the vehicle, should any incident occur.
Please do not go ahead and make your own arrangements, as we cannot arrange reimbursement of costs incurred without prior authorisation.
Roadside is available for the driver of the Vehicle. Roadside operates in the United Kingdom and the Republic of Ireland.
If you are stranded on a public highway (or other accessible road or area to which the public has the right of access) because the Vehicle has a Breakdown, We will arrange for a Contractor to assist you who will try to repair the Vehicle at the roadside.
Roadside includes labour at the scene of the Breakdown but not labour at any garage to which the Vehicle is taken. If the Vehicle cannot be repaired at the roadside, or if repairs are unwise, we will arrange for the Vehicle and up to 8 people to be taken to a destination of your choice within ten miles. If you have no preferred destination, we will arrange for the Vehicle to be taken to a nearby garage. If you wish the Vehicle to be taken to any other destination we will use reasonable endeavours to assist if you pay for the towage costs for the whole distance.
If you cannot readily get to the Vehicle, We will arrange, if practicable, to have it towed to a place of safety and stored until you can collect it.
Please note: We will not arrange to tow or transport any Vehicle, which, in our reasonable opinion, is loaded beyond its legal limit.
If the Vehicle is in a position where we cannot arrange for work to be undertaken on it or tow it, or wheels have been removed, we can arrange to rectify this but you will have to pay the costs involved.
Roadside does not cover:
- Routine servicing of Your Vehicle.
- The cost of parts, fuel or other supplies.
- Replacing tyres or windows.
- Missing or broken keys. We will try to arrange the services of a locksmith if you pay them direct.
- The cost of ferry crossings, road tolls and congestion charges.
- Vehicles being demonstrated or delivered by motor traders, or used under trade plates
- Vehicles within 1/4 mile of Your Home or where you normally keep the Vehicle.
- Contaminated fuel. However, We will arrange for the Vehicle to be taken to a local garage for you to arrange and pay for any work carried out.
- Any Vehicle storage charges before, during or after any assistance provided by us.
- Assistance following an accident, fire, theft or vandalism or other incident normally covered by a motor insurance policy. We can arrange assistance if you pay for the cost of assistance. (You may be able to recover these costs under the terms of your motor insurance policy).
- If there are animals in the Vehicle, their onward transportation is at our sole discretion and is carried out solely at your risk. We will not insure any animal or livestock in transit, during any onward transportation.
Recovery has the same features and limitations as Roadside but with the following variations:
Recovery operates only in the United Kingdom.
If we cannot arrange for the Vehicle to be repaired locally within a reasonable time, we will arrange for the Vehicle and up to 8 people to be taken home or to any other single address. If there are more than 5 people this may require two separate Vehicles. An adult must accompany any persons under the age of 16.
Recovery does not cover: Use of the services having the object or effect of avoiding repair costs. For example if a Vehicle can be repaired in a reasonable time we may not arrange recovery but arrange for repair instead.
Recovery, which is required because we have previously arranged a temporary repair, which has not subsequently been properly repaired by you.
At Home has the same features and limitations as Roadside but with the following variations:
At Home is only available in the United Kingdom.
At Home allows you to use Roadside services within 1⁄4 mile of Home or the place where you normally keep the Vehicle.
At Home does not cover:
Rectifying failed repairs attempted by you or someone on your behalf.
If we cannot arrange for Your Vehicle to be repaired locally within a reasonable time, we will arrange one of the following:
Overnight accommodation for you and Your Party up to a maximum of £300 in total. This does not include the cost of providing meals and drinks.
Or a refund of the cost of public transport for the driver, and up to four passengers to reach the end of their journey, subject to a maximum of £300.
Roadside, Recovery and At Home cover United Kingdom registered Vehicles only.
We cannot procure services for Your Vehicle if it is unattended.
We do not guarantee to procure services in whole, or in part, if we or Our Contractors are prevented from doing so due to any circumstances beyond our reasonable control.
We reserve the right for us and Our Contractors to refuse to give service if anyone in Your Party behaves in a threatening or abusive way to our staff or Contractors.
Your telephone calls to and from us and Our Contractors may be monitored and recorded for the purposes of staff training and quality assessment. This complies with Oftel regulations.
If the service you require is not included within Roadside, Recovery and At Home, We will try, if you wish, to arrange it at your expense. The terms of, and any payment for, any such service are a matter for you and the supplier and we will not act as an agent for you or the supplier.
Vehicles, which have broken down as a result of taking part in a motor sport event, which takes place off the road and/or is not subject to the normal rules of the road, are not covered.
Vehicle specifications: Assistance is available to you when you are travelling in a Vehicle, motorised caravan, van, minibus or motorcycle that complies with the restrictions set out below:
Maximum Vehicle weight: 3,500kg (3.5 tonnes) Gross Vehicle Mass (GVM) Maximum Vehicle length: no restriction.
Maximum Vehicle length: 5.5 metres (18ft) including any tow bar. Maximum Vehicle width: 2.3 metres (7ft 6in).
Caravans and trailers: The above specifications will also apply to the caravan or trailer except the length, which must not exceed the following: Maximum caravan or trailer length 7.0 metres (25ft) including tow bar. If the Vehicle should breakdown whilst towing a caravan or trailer we will arrange for recovery of Your Vehicle together with the caravan or trailer.
However, if your caravan or trailer breaks down in a way that means it cannot be repaired, we will be unable to arrange recovery of your caravan or trailer unless it can be recovered at the same time as Your Vehicle. If you require the broken down caravan or trailer to be recovered separately we can arrange for this service but you will be responsible for any costs incurred. We would recommend that you always carry a serviceable spare tyre and wheel appropriate to Your Vehicle, caravan or trailer.
The Warranty Group, trading as RAC Warranty, has in place a policy with RAC to cover the services described in this document (to the extent that RAC has agreed to provide such services under a policy between the Dealer and RAC). You do not have any rights under the policy between the Dealer and RAC and nothing in this document gives you any rights against RAC.
Caring for Our Customers
Dealer and RAC (who we use to provide the service) are committed to providing an exceptional level of service and customer care. However, things can go wrong and there may be occasions when You feel that you have not received the service you expect. When this happens, you should contact RAC at the following address so that RAC can try and put things right for you:
Customer Care, RAC House, PO Box 200, Brockhurst Crescent, Walsall, West Midlands, WS5 4QZ
An acknowledgment that your complaint has been received will be sent to you within 5 working days following which your complaint will be investigated in accordance with RAC’s internal complaints handling procedures. A copy of these procedures can be obtained by writing to RAC at the above address and a copy will be sent to you automatically if you make a complaint.
†0870 calls charged at national rate. Calls from mobiles are charged at network operator’s premium rate. Calls may be recorded and/or monitored.
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.