Extended Warranty Maintenance & Repair Plan (monthly): Terms & Conditions
1. What the Extended Warranty Maintenance & Repair Plan (monthly) provides
The Extended Warranty Maintenance & Repair Plan (monthly) (the “Plan”) provides cover for specified faults outside of standard vehicle servicing. It will renew automatically on a monthly basis unless cancelled. If a maximum term is stated, it means that monthly rates will be held for that term, but it does not affect being able to cancel monthly. Your Plan only covers the vehicle you purchased from Cazoo (your “Vehicle”).
The Plan provides an initial Maintenance Inspection on your Vehicle prior to delivery or collection (“the Initial Maintenance Inspection”) and further maintenance inspections at the start of each one-year period during your chosen term of Plan (the “Periodic Maintenance Inspection(s)”), plus connected Maintenance to your Vehicle. Full detail is set out in section 7: Our responsibilities under the Plan.
The Periodic Maintenance Inspection (as defined In section 7) must be carried out before our Maintenance (as defined in Section 7) and other obligations apply for the year in question.
The Plan is designed to provide Maintenance of those parts not usually covered in the manufacturers standard periodic service schedules and not expected to incur wear and tear in the normal use of the Vehicle, therefore giving you extra peace of mind. The parts maintained are detailed in the Maintenance Inspection Checklist (set out in Schedule 1).
Maintenance is not included in the circumstances set out in section 11: What the Plan does not provide.
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.
The agreement is limited to the maintenance of each included part, on only one occasion during the period of the agreement. There is however no limit to the number of miles driven throughout the duration of cover under this plan.
The full detail of what the Plan does and doesn’t provide is set out in this document. Please read it carefully to ensure that you understand the details of the Plan and how to use it as set out in section 4: How to use the Plan.
These terms and conditions (of this Plan) cannot be changed, except with our specific written agreement.
This is a service contract and not an insurance policy.
2. Other ways to receive this Information
If you would like this document in another format, such as in large print, braille or on CD, please call us on 0330 100 3400 or text 0330 100 3330 to request a copy.
3. Provider and Administrator Information
This Plan is provided by The Warranty Group Services (Isle of Man) Limited (the Provider) Third Floor, St George’s Court, Upper Church Street, Douglas, IM1 1EE and this Plan is administered by TWG Services Limited whose registered office address is at TWENTY, Kingston Road, Staines- Upon-Thames, Surrey, TW18 4LG.
In this Plan, we/us/our refers to the Provider and the Administrator for ease of reference. Please use the contact details above should you need to contact us.
4. How to use the Plan
The Vehicle will undergo an Initial Maintenance Inspection by Cazoo prior to delivery or collection.
Periodic Inspections and Making a Maintenance Request
If your Vehicle requires Maintenance under the Plan, or to arrange your subsequent Periodic Maintenance Inspections, please visit www.rac.co.uk/warrantyclaim to find a local repairer. Do not proceed with Maintenance or repairs until the request has been authorised by us. It is your responsibility to ensure the approved repairer calls us for an authorisation number before any work is started. The repairer must telephone the Administrator on 0330 100 3821 (Monday–Friday, 9:00am–5:00pm) and obtain a repair request authority number.
On completion of the work, please arrange for us to be sent the repairer’s invoice quoting the Plan number.
The Administrator may;
Authorise Maintenance or repairs immediately;
Call for other estimates;
Nominate another repairer;
Investigate the Maintenance or repair request further;
Insist on the use of factory or pattern parts;
Exchange or remanufactured units;
Or appoint an independent assessor to inspect the Vehicle.
In giving authorisation for Maintenance or repairs, we will assess repair times in line with Autodata (or equivalent industry standard) recommended repair or service times and hourly labour rates at a maximum of £60 per hour (including VAT).
5. Duration of the Plan
The Plan begins from the latter of:
the date of acceptance of your completed application for the Plan;
the expiry of the manufacturer's warranty on your Vehicle (if applicable); or
the expiry of your initial Cazoo Cover 90-Day Warranty on your Vehicle (if applicable).
The Plan begins on the date shown in the accompanying Schedule above. The duration of the Plan is for 1 month and will renew automatically for the Maximum Duration shown on the accompanying Schedule above.
6. Payments
We will take the first monthly payment of your Plan on the day that the Vehicle order is placed (upon order confirmation), and on the same date of every month thereafter up to the end of the term you have chosen. You will not be able to change your billing date. Where an initial payment occurs on 29th-31st of the month, we will take payment on the last day of the month for any months shorter than the original month.
Missed Payments
On order confirmation: Your Vehicle payment is processed before your Plan payment, this means if your Plan card payment fails for any reason (after your Vehicle purchase) your Plan will not have been purchased successfully. If this should happen, we will notify you of this via email communication and provide instructions on how to reattempt purchase for your Plan.
During the Plan: Your Plan begins at the end of your 90-day warranty, therefore you will get the same amount of coverage equal to the number of payments you have made during your 90-day warranty period, on the condition that the annual Maintenance Inspections are completed. For example, if you have made 3 monthly payments during your 90-day warranty, your Plan begins at month 4, which means you will be given 3 months post the Plan starting before we suspend your Plan for a missed payment. If you have not made any payments, your Plan will be suspended.
While your Plan is suspended, you will not be able to make any claims.
Once you have made a successful payment, your Plan will be live again and you will be able to claim against your Plan as per these terms. If you have not made a successful payment after a further 14 days, your Plan will be cancelled and you will be unable to make any claims. Refer to section 13 Cancellation and Refunds for more information.
You will be able to change your payment card via the Stripe customer portal URL (that will be emailed to you by Stripe in the event of a failed payment). You can add multiple cards (up to a limit of 200) but you will have to select one card as the default card from which our 1st payment attempt is made. Payment cards must be in your name.
7. Our responsibilities under the Plan
We will meet our responsibilities under the Plan within a reasonable time unless it is impossible for us to do this because of circumstances outside our reasonable control. We accept responsibility for the quality of all Periodic Maintenance Inspections and Maintenance and repairs, which are carried out on our behalf under the Plan.
This Plan is for inspecting, maintaining and repairing your Vehicle and includes:
Periodic Maintenance Inspection – One Periodic Maintenance Inspection of your Vehicle at the start of each one-year period that the Plan continues to renew on a monthly basis. As the Vehicle is inspected prior to delivery, the first inspection under this plan will be due at the one-year anniversary after the start date as detailed on the accompanying Schedule above. Please read the attached Maintenance Inspection Checklist and Included Parts for listed items and full details.
If the Periodic Maintenance Inspection reveals a problem, the supplying dealer or an approved repairer may tell you what work is needed which is included under the Maintenance section of the Plan and tell you what other work is required or recommended that is not included under the Maintenance section of the Plan and what it may cost you if you decide to have the work done at your own expense.
Maintenance
Parts, labour & VAT costs for repairs to maintain your Vehicle if an Included Part fails to perform its function up to the repair value shown on your Validation Form.
This Maintenance can take place:
at the time of your normal servicing of the Vehicle in accordance with the manufacturer’s recommendations or
at any other time if an Included Part fails to perform its function
The Maintenance will be limited to labour and parts costs up to the repair value shown on your Schedule for each occasion on which Maintenance is provided.
The agreement is limited to the maintenance of each included part on only one occasion during the period of the agreement.
Please note: the total aggregate claim limit is the purchase price of the Vehicle. The agreement is limited to the maintenance of each included part on only one occasion during the period of the agreement.
8. Using Your Vehicle Abroad
Your Plan is valid anywhere in the UK, which includes Great Britain, Northern Ireland, the Channel Islands and the Isle of Man. The plan is also valid whilst your Vehicle is outside the United Kingdom for a total of 60 days per annum, as long as you accept the following:
The repair must be carried out in Europe, which means countries who are members of the European Union or EFTA (European Free Trade Association).
We will not pay more than the manufacturer’s list prices for parts and current warranty rates for labour time. Actual repair times will be limited to those defined by Autodata (or equivalent industry standard). Please bear this in mind if you authorise a repair overseas.
In Europe, you can authorise repair work yourself with payment made directly by yourself.
Claims requests put to us upon your return will be assessed in accordance with these terms and conditions.
In order to validate your travel outside the UK, we will require a copy of your outbound and return travel tickets for either Eurotunnel or ferry crossings.
The providers liability is up to the maximum claim limit (including VAT or the local equivalent).
The administrator will pay you in pound sterling at the rate of exchange prevailing for the relevant currency at the time of failure, on receipt of a bona fide invoice.
9. Vehicle Replacement / Vehicle Hire
If the Autodata or equivalent recommended repair time exceeds 8 hours and we cannot resolve the matter in any other way, after this period, you can claim for a replacement vehicle for up to 7 days.
If you have a valid claim, you can claim at our discretion up to £50 a day (including VAT but not including petrol and insurance) towards the cost of a replacement vehicle whilst your Vehicle is being repaired.
The cost of the car hire must be within the overall claim’s limit and must be of a similar quality and specification to the Vehicle being repaired. The hire car must also be arranged through a bona fide rental operator or VAT registered business providing car hire.
You must get telephone approval direct from the Administrator before you use this service, please contact us on 0330 100 3247 (Monday–Friday, 9:00am–5:00pm).
We will not be liable for any additional costs in respect of:
any delay the repairer may have waiting for parts or commencing repairs;
parts transportation; or
Vehicle hire costs incurred awaiting parts transportation.
10. The Included Parts
Please see Schedule 2 for details of Included Parts
11. What the Plan does not provide
The Plan does not provide Maintenance required due to/or resulting from:
a. Not having the Vehicle serviced in line with the manufacturer’s servicing recommendations within 1 month or 1,000 miles;
b. Lack of normal and proper care in using your Vehicle, including the incorrect use of fuel or grade of oil;
c. Any act, omission or negligence by you (or any user of your Vehicle), which adds to the loss or damage;
d. Circumstances where it is reasonable for us to conclude that the need for Maintenance:
Has been caused by your failure to take preventative steps or notify us after the initial failure of a component;
Due to parts which are not Included Parts under this Plan;
Arises from incorrectly fitted parts;
Arises from the failure of a component identified in the initial Maintenance Inspection.
e. Weather conditions, which are the direct cause of the need for Maintenance including water ingress;
f. Accidental damage;
g. The failure or breakdown of a part which is under any manufacturer’s or supplier’s warranty;
h. Any failure of parts which have reached the end of their normal working lives because of age or mileage except as stated in Schedule 2 under Included Parts;
i. Any parts which have not actually failed to perform their normal function that are replaced as part of another job, including but not limited to timing belts;
j. Exhaust emission MOT failures;
k. Corrosion;
l. Repair or replacement of parts not listed in the Included Parts and repair or replacement of parts listed in the Excluded Parts; or
m. Any failures which are determined to be as a result of carbon build up.
Maintenance does not include the following:
a. Design or existing faults – parts subject to recall by the manufacturer, or failure of parts due to inherent design faults, which existed prior to you purchasing the Plan.
b. Dismantling - in the first instance, you will need to pay for the dismantling of the Vehicle so that we can check if the problem is included in the Plan. If it is, we will also refund the dismantling costs in line with Autodata.
c. Excluded Parts – please see Schedule 3 for full details.
d. Vehicles modified other than in accordance with the manufacturer’s original specification, or are raced, rallied, track days (timed or untimed), used in competition, or for hire or reward.
12. General Conditions
Your Vehicle supplier will carry out the Initial Maintenance Inspection before the start of the Plan. However, the Vehicle supplier is unable to carry out any Periodic subsequent Maintenance inspections, please contact us so we can give you details of our approved repairer on 0330 100 3821 (Monday–Friday, 9:00am–5:00pm) If your Vehicle shows imminent signs of failure of parts or breakdown, do not continue to use it. This may cause greater damage which will not normally be covered by the Maintenance Plan.
13. Cancellations & Refunds
Your Right to Cancel
If you wish to cancel your Plan, please contact Cazoo using the details provided below within 14 days from;
If you purchased the Plan after delivery or collection of your Vehicle, the date of your purchase of the Plan; or
If you purchased the Plan at the same time as purchasing your Vehicle, the date of delivery or collection of your Vehicle.
We will return any amount paid in full provided no claims have been made on the Plan during that time.
After the 14-day period detailed above, the Plan can be cancelled at any time. Once we have received your notification to cancel the Plan it will continue to run until the end of the current monthly period. No refund will be given, and no further payments will be collected.For example if your Plan renews monthly on the first of each month, and you contact us to cancel on the 10th April, the Plan will cancel on the 30th April.
Except as stated elsewhere in this Plan, if we are unable to collect your monthly payment, all cover under the Plan will be immediately suspended. We will attempt to automatically retake the payment 3 further times after the 1st attempt within the following 14 days and if we are still unable to take the payment the policy will be cancelled immediately without any refund.
We will cancel the Plan if you fail to provide us with the necessary information or knowingly provide incorrect information which affects our ability to provide a service to you. In such cases no refund will be due (see section 16: Misinformation & Fraud).
If you wish to cancel this Plan, please complete a request to cancel via the following link https://www.cazoo.co.uk/support/ or contact Cazoo on 0203 3901 3488 (7 days a week, 8:00am - 5:00pm).
14. Transferring your Plan
This Plan can not be transferred to another person. If you sell the Vehicle covered under this Plan please notify us immediately so that we can cancel the Plan and prevent any further payments being collected.
15. Queries & Complaints
If you have any enquiry or complaint about your Periodic Maintenance Inspection(s) or any repair work carried out on your Vehicle under the Plan, or the sale of this Plan, you should in the first instance contact the Vehicle supplier or approved repairer that carried out the Maintenance or inspection.
If you have a complaint about the terms of this Plan, administration or claims handling, you can contact us using the details provided below.
Should you remain dissatisfied after you have made a complaint, we will provide you with details of how you can take any concerns further in our final response letter.
You may contact us at: Customer Relations Team, TWG Services Limited, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.
Telephone: 0330 100 3247 (Monday–Friday, 9:00am–5:00pm).
Email: [email protected]
16. Applicable Law
The law of England and Wales applies to this Plan and the parties shall submit to the non-exhaustive jurisdiction of the courts of England and Wales.
17. Misinformation or Fraud
We work closely and share data with law enforcement and fraud prevention agencies to identify fraud and support prosecution where the appropriate evidence exists. We, and other organisations, may access and use the information recorded by fraud prevention agencies. It is important that when applying for, renewing or amending this Plan, or making a repair request, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Plan and the repair request.
If false or inaccurate information is provided and fraud is identified, then we may;
not pay for any repairs and cancel your Plan.
report you to the relevant authorities.
pass the details to fraud prevention agencies.
recover any costs we’ve incurred and, if necessary, take any legal action to recover such costs.
18. Data Protection
We are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information. This includes your name as well as your contact details such as physical address, phone number and email address. If you do not provide the personal data required, we may be unable to provide the services contained under the policy. In addition to administration of your Plan and fraud prevention, this may involve sharing your information confidentially with suppliers of products or services (including repairs) engaged by you or by us in the purchase or performance of the policy.
We may also provide by post, email, text or telephone administrative information including expiry/renewal details. We may also provide other information in this way, including marketing about this and other similar products provided by our group of companies, (which includes The Warranty Group Services (Isle of Man) Limited, TWG Services Limited and London General Insurance Company Limited), but you may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes. Your personal data will be transferred outside the EU for policy administration. Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purposes for which it was obtained. You have a number of rights to your data these include: the right to be informed, have access, rectification, receive your data in a transferable format, erasure, restriction of processing and object to how your data is processed.
To obtain a copy of your personal data held by us, for more information on the rights to your data or to exercise one of your data rights, please contact our Data Protection Officer or see our website for more details. https://www.assurant.co.uk/consumer-privacy-policy.
Our Data Protection Officer can be contacted via our Customer Relations Team.
You have the right to make a complaint at any time to the Information Commissioner, the UK supervisory authority for data protection issues.
Please note that calls may be recorded by us for training and monitoring purposes.
Queries & Support
If you need further support in relation to your Plan you can contact us at:
The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF
Call – 0330 100 3821 (Mon–Fri 9am to 5pm)
This non-insurance product is provided by:
The Warranty Group Services (Isle of Man) Limited. Registered in the Isle of Man, company no. 094279C.
Registered office:
St George’s Courts, Upper Church Street, Douglas, Isle of Man, IM1 1EE
Administered and operated by The Warranty Group Services (Isle of Man) Limited (TWGSIOM), Company No. 94279C. Registered address: Third Floor, St George’s Court, Upper Church Street, Douglas, Isle of Man, IM1 1EE.
Schedule 1:
Maintenance Inspection Checklist
Section 1
Check operation of instrument gauges and horn.
Check operation of clutch (where applicable).
Check operation of brake pedal.
Check parking brake performance.
Check operation of door locks.
Check operation of central locking.
Check operation of door windows (manual/electric).
Check operation of air conditioning/ climate control system.
Check multimedia/infotainment system (if applicable).
Check audio equipment (if fitted).
Check steering wheel mounted controls.
Check built in, electrical supplies (USB, cigarette lighter etc).
Check electric seats (if fitted).
Check any other electrically operated factory fitted device.
Check ancillary items, cruise control, Instrument panel
Section 2
Check operation of interior lights, exterior lighting equipment, respective control lights and cluster illumination; rear view mirror/sun visors; front and rear side lamps; head lamps; stop lamps; reflectors; number plate lamp; direction indicator lamps; hazard lamps; front and rear fog lamps.
Check operation of wipers and washers.
Check operation and condition of seat belts/mountings.
Check security of seats mountings and head rests.
Check condition of windscreen.
Check operation and condition of sunroof mechanism (if applicable).
Check engine mountings for security and condition
Section 3
Check operation of bonnet latch, safety catch and hinges.
Check condition of road wheels for damage.
Check condition of tyres for wear and damage.
Check exhaust condition, including clamps, security, leaks and damage (where applicable).
Check all items complete in tool kit.
Check satisfactory starting, general performance and behaviour. Pay particular attention to the operation of clutch, transmission (where applicable), steering, suspension and brakes (including A.B.S.), listen for abnormal noises and after road test and perform a visual check for fluid leaks.
Section 4
Check fluid levels of brake, power steering, clutch, washer reservoir and battery (including security)
Check engine levels, gear box levels manual/automatic (where applicable).
Check engine for oil and water leaks and for excessive noise (where applicable).
Check wiring, pipes, hoses, oil and fuel feed lines for routing, damage, chafing and leaks (where applicable & visible).
Check timing belt (where applicable) has been changed in line with the current manufacturer’s recommended intervals.
Section 5
Check steering operation and condition for leaks and security, tie rod ends, CV boots and rack boots condition.
Check front and rear suspension condition.
Check coolant system level and condition.
Check condition of auxiliary drive belts and tension.
Check catalytic converter and Diesel Particulate Filter (DPF).
Schedule 2:
Included Parts
All mechanical and electrical parts:
All mechanical and electrical parts are included for failure to perform their normal function on the Vehicle other than as stated under “Excluded Parts” (Schedule 3), all mechanical and electrical parts are included for failure to perform their normal function on the Vehicle together with;
Turbo (Factory fitted)
All Failures due to carbonisation are not covered including the Variable Nozzle Turbine (VNT) 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 £500 (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: Provided there is proof that 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.
Diagnostics: In the event of a valid repair request we will pay up to £50 (including VAT) or 1 hour which ever lower value.
Schedule 3:
Excluded Parts
General:
Any Failure of parts which have reached the end of their working lives because of age or mileage except as stated in Schedule 2 under Included Parts.
All bodywork, handles and hinges, interior / exterior trim, brightwork, paint, glass (including front and rear heated screens and elements), weatherstrips, rubber seals, sheet metal, sun roof guides, seats (including all internal electrical / mechanical components), carpets, seat belts and pretensioners, wiper arms/blades /washer jets, wheels and tyres, wheel alignment/tracking/balancing adjustments, rear spoilers and photo electric cells.
Parts subject to manufacturer’s servicing requirements or periodic repair including but not limited to spark plugs/glow plugs, electrical leads and all filters and 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, High Intensity Discharge (HID), lamps/lenses, fuses, wiring harness, wiring terminals and remaking of disturbed electrical connections (other than electrical failures of main headlight units). 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.