Cazoo customer purchase terms and conditions

1 Parties

1.1 Cazoo Ltd ("Cazoo","we", ”us"or “our") operates www.cazoo.co.uk (the “Site"). We are registered in England and Wales under company number 11624245 and have our registered office at 41 Chalton Street, London, NW1 1JD. Our VAT number is 310 2200 90.

1.2 You are the customer ("You" or “Your") who places an order on the Site.

2 Your Order 

2.1 Your purchase details are specified in Your order confirmed on the Site ("Your Order") and will include the make, model, price, delivery or collection time and delivery or collection location for the car You are purchasing (the “Car").

2.2 Your Order will specify Your personal details as the recipient of the Car. You may only place an order if You are buying the Car from us as a consumer. If we suspect You are buying the Car from us in a business capacity, then we may cancel Your Order.

2.3 Neither You nor anyone in Your household may place more than one order in any 14-day period.

2.4 A contract is formed between You and us comprising Your Order and these terms and conditions ("Terms") when You complete an order on the Site and we accept Your Order (collectively, the “Contract") save in the event that You pay for Your Order using third-party finance introduced on the Site. If You enter into a third-party finance agreement to pay for Your Order, we will sell Your Car to the third-party finance provider – see section 5 below.

2.5 If we accept Your Order, we will send You an email confirmation of Your Order.

2.6 In the event of any conflict, inconsistency or ambiguity between Your Order and these Terms, Your Order will take precedence.

2.7 While we try to make sure that all prices on our Site are accurate, errors sometimes happen. If we discover an error in the price of goods or services You have ordered, we will tell You as soon as possible and give You the option of reconfirming Your Order at the correct price or cancelling it. If we can’t contact You, we will treat Your Order as cancelled. If You cancel and You have already paid, You will receive a full refund. If You cancel and You are financing Your Car, You will need to contact your finance provider to cancel Your finance agreement as set out in Section 12.

3 Your Car

3.1 If you select delivery, Cazoo will deliver the Car as specified in Your Order to the address and at the time given in Your Order. If you select collection, Your Car will be available at the Cazoo Customer Centre and at the time given in Your Order.

3.2 Prior to delivery or collection, the Car will have undergone a 300 point mechanical and specification inspection as part of our preparation of the Car for sale. The Car will also have an MOT.

3.3 Subject to section 3.4 below, Cazoo provides You with 90-day warranty and roadside assistance coverage for the Car free of charge. You will automatically be opted in for this 90-day warranty at the time of purchase, but You can cancel this benefit on our Site before You place Your Order. If You remain opted-in for this benefit, Your contract for it will be on these terms. Your direct contractual relationship will be with Cazoo for the 90-warranty and with our third-party roadside assistance provider for the roadside assistance coverage.

3.4 You can choose to buy an extended warranty by contacting Cazoo Customer Support by telephone on 020 3901 3488. To facilitate any extended warranty you might purchase, our third-party warranty provider (The Warranty Group Services (Isle of Man) Limited or “TWGSIOM”) will carry out an inspection of Your Car before Delivery or Collection. TWGSIOM will then issue a suspended, inactive warranty for one year from Delivery or Collection. This doesn’t cover Your Car or cost You anything unless You choose to buy an extended warranty at a later date. If Your Car still benefits from a manufacturer’s warranty and that warranty expires within 12 months after Delivery or Collection, you can buy an extended warranty for the rest of that 12-month period from our third-party warranty provider by contacting Cazoo Customer Support by telephone on 020 3901 3488. In each case, if you buy an extended warranty, your direct contractual relationship will be with our third-party warranty provider on these terms. You can opt out of the suspended, inactive warranty by contacting us using the message form on this page. You cannot buy an extended warranty if the suspended, inactive warranty or manufacturer’s warranty (as applicable) on Your Car has expired, if Your Car still benefits from a manufacturer’s warranty that lasts for 12 months or longer after Delivery or Collection, or if you opted out of the suspended, inactive warranty.

3.5 Cazoo does not provide any manufacturer's guarantee for the Car. If and to the extent that a manufacturer's guarantee and / or roadside assistance programme endures from a previous period of ownership of the Car and You are entitled to receive the benefit of this, Cazoo reserves the right to provide only the difference between the 90-day warranty / roadside assistance and that amount of coverage from which the Car will continue to benefit from the point of Delivery or Collection (as defined below).

3.6 The Car may previously have been used as a lease or rental Car or have had multiple users. It may also have been imported from another country. We will use reasonable endeavours to provide You with any additional information in our possession about the Car on Your request. However, if You have any questions about the previous use of the Car or have specific requirements You are advised to discuss these with us before placing Your Order.

3.7 The mileage on the Car may vary by a minor amount to that stated on the Site as a result of, for example, transport to our refurbishment facility and delivery to You or to a Cazoo Customer Centre.

3.8 References to "Leather" on the Site may not be genuine or 100% leather but rather partial leather or an artificial substitute.

3.9 The images of the Car on our Site are for illustrative purposes only. Although we make every effort to display the Car accurately, we do not guarantee that the images of the Car on the Site exactly reflect the actual appearance of the Car. In addition, although we make every effort to describe the colour of the Car accurately, You may consider that the colour description of the Car differs from the actual appearance of the Car. We do not guarantee that the colour of the Car exactly reflects the description. If You believe that the Car You purchased differs from the way it is depicted on our Site, You have the right to refuse to Collect or to accept Delivery of the Car or return the Car and seek a refund in accordance with these Terms.

3.10 We check Your Car for manufacturer recall notices at the point Your Car arrives in our reconditioning centre. To the extent any recall notices are identified at that time we will endeavor to resolve the recall issue with the manufacturer. After this point we do not make any further recall checks.

3.11 We do not give or make any representation, warranty or undertaking that Your Car will not be subject to a manufacturer's recall notice at the point of sale or at any time in the future.

3.12 If Your Car is subject to a manufacturer’s recall notice at the point of sale and we cannot resolve the recall issue with the manufacturer prior to Delivery or Collection, Cazoo may cancel Your Order at any point before the Car is delivered or collected. If we do this, we will refund all payments received for the Car (including any amount You paid for Delivery).

3.13 If we identify a quality issue with Your Car prior to Delivery or Collection and we are unable to fix this issue or it is not practical for us to do so (for example, if fixing the issue would be too expensive), Cazoo may cancel Your Order at any point before the Car is delivered or collected. If we do this, we will refund all payments received for the Car (including any amount You paid for Delivery).

4 Payment and Charges

4.1 You can only pay by those credit or debit cards listed on the Site on the date on which Your Order is placed. You may also arrange third-party finance in order to pay for Your Car - see section 5 below. In some cases (where we indicate on the Site), we accept payments by bank transfer using the bank transfer tool on the Site. We use third-party providers to process payments for orders made on our Site. The processing of Your payment will be under a contract directly between You and the third-party.

4.2 Card payments. For card payments, Your payment is governed by Stripe’s terms and conditions (or their equivalent or replacement from time to time). It is Your responsibility to read the relevant terms and ensure that You understand and agree to be bound by them.

4.3 We do not accept any of the following methods of payment when You place Your Order on the Site: cash, personal cheques, banker’s drafts or building society cheques. Bank transfers are only available for certain types of transactions.

4.4 You will receive an email confirmation of Your payment for the Car.

4.5 Where applicable and noted on Your Order, the purchase price includes all delivery fees and, in the case of a Car purchased using third-party finance, may include a deposit ("Deposit") but does not include the Car's tax or Car's registration fees, to the extent applicable. The cost of the Car’s first registration fees (if applicable) will be charged in addition to the purchase price at the applicable rates.

4.6 You will be required to register and pay for vehicle tax at the point that You accept Delivery of or Collect the Car.

4.7 The purchase price includes VAT (where applicable) at the current rate chargeable in the United Kingdom on the date of purchase.

4.8 From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and will be subject to availability. Delivery charges, conditions and geographical exclusions may apply. Please refer to individual product pages for pricing. We may also offer delivery and services at a reduced rate as part of a promotion. This would be subject to availability and can be withdrawn at Cazoo's discretion. For example, a promotion offering ‘Free Next Day Delivery’ is only valid whilst we have the capacity to offer Next Day Delivery. You will be able to see the next available delivery date on each product page on our Site.

5 Finance Agreement

5.1 You may be eligible to pay for Your Car on finance through our third-party finance providers.

5.2 Cazoo acts as a credit broker and an intermediary for general insurance products but not as a lender.

5.3 Cazoo is an appointed representative (Reference number: 844682) of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (the FCA) and whose registration number is 313486.

5.4 If You choose to apply for finance for Your Car You can do so on the Site. Approval for Your finance ordinarily takes several minutes but it may take longer. Please note that APRs provided on the Site are representative only.

5.5 Once You complete Your application we will share Your personal information (including financial information) with another broker, Evolution Funding Limited, specific terms for which are here.

5.6 If You enter into a finance agreement through the Site, You undertake to register as the keeper/owner of the Car as soon as possible following Delivery or Collection (as applicable).

5.7 Evolution Funding Limited will introduce You to a finance party whose terms will be provided when You e-sign Your finance documents.

5.8 If You are using third-party finance through the Site, to ensure delivery or collection of Your Car can take place, You will need to e-sign Your finance documents after You have paid Your deposit but at least 48 hours before taking delivery of or collecting Your Car.

5.9 If You finance Your Car from a third-party finance provider, You must understand that:

- 5.9.1 we will no longer sell Your Car to You. We will sell it to the finance provider who will supply it to You on the terms of the finance agreement. The finance provider will own it until You get title to it under the terms of the finance agreement;

- 5.9.2 Section 12 explains Your right of withdrawal;

- 5.9.3 notwithstanding that we are no longer selling You the Car we undertake to You that we shall remain bound to You by the following sections of these Terms and Conditions (save as expressly amended for third-party finance agreements): 3, 4, 6, 7, 8, 9, 11, 12, 13, 15, 16, 17, 18 and 19.

6 Delivery

This section 6 applies only if you choose to have Your Car delivered.

6.1 We offer home delivery to any UK postcode but may choose not to deliver to certain postcodes including in the Scottish Highlands, Scottish Islands, other remote parts of Scotland, the Isles of Scilly, Channel Islands, Guernsey, Jersey, the Isle of Man, Isle of Wight and Northern Ireland.

6.2 Delivery of Your Car will take place on the date and time shown in Your Order ("Delivery") unless we tell You otherwise.

6.3 Only You are eligible to receive the Car on Delivery.

6.4 We will charge you £50 for Delivery of Your Car (the “Delivery Charge”).

6.5 Your Car will only be delivered to the location specified in Your Order.

6.6 Our car transporters are roughly 3.5m high, 9.7m long and 2.8m wide and we need access to Your address to make Your Delivery. If we can't gain access, we may offer an alternative method of Delivery (for example, by driving the Car to Your address) but we aren’t required to do so.

6.7 On Delivery of the Car, You must show Your photographic UK driving licence to the Cazoo Handover Specialist to verify Your identity and address. We may also accept a utility bill in Your name to verify Your address. We refuse to deliver, or permit the collection of, the Car or any other product(s) if you don’t provide this identification when we ask.

6.8 If You need to rearrange a Delivery, You must contact Cazoo Customer Support by phone on 020 3901 3488. If you do this at least 24 hours before the scheduled delivery time, we will rearrange the Delivery at no extra cost to You. If you do this less than 24 hours before the scheduled delivery time, we will charge You £250 to rearrange the Delivery.

6.9 On Delivery, You must confirm receipt to the Cazoo Handover Specialist. You must sign our receipt to confirm that You have received the Car, and that it meets the specification in Your Order.

6.10 Where You pay for the Car, ownership of the Car will pass to You once: (i) we have received full payment of the purchase price (and any other amounts due) in cleared funds; (ii) we have accepted Your Part Exchange Car as partial payment of the purchase price (if applicable); and (iii) You have accepted Delivery by signing our pro-forma invoice (in accordance with section 6.9 above). Where You have entered into a third-party finance agreement You should be aware that ownership of the Car will remain with the finance provider and the finance agreement will set out when and if title to the Car will pass to You.

6.11 We will own the Car until each of the conditions set out in section 6.10 has been satisfied, at which point we will notify the DVLA of the change in ownership. You should contact the DVLA if You do not receive Your V5 log book within 7 days after Delivery.

7 Collection

This section 7 applies only if you choose to Collect Your Car.

7.1 We offer Collection of the Car at a Cazoo Customer Centre of your choice.

7.2 Collection of Your Car will take place on the date and time shown in Your Order (“Collection”), unless we tell You otherwise.

7.3 Only You are eligible to Collect the Car.

7.4 When You Collect the Car, You must show Your photographic UK driving licence to the Cazoo Customer Centre Specialist to verify Your identity and a utility bill to verify Your address. You may also show Your passport to verify Your identity. We may refuse to allow You to Collect the Car or any other product(s) if You don’t provide this identification when we ask.

7.5 If You cannot make your scheduled Collection time, You must contact Cazoo Customer Service by telephone on 020 3901 3488. If You do this at least 24 hours before the scheduled Collection time, we will rearrange Collection at no extra cost to You. If You do this less than 24 hours before the scheduled Collection time, we may charge You £250 to rearrange Your Collection.

7.6 On Collection, You must confirm receipt to the Cazoo Customer Centre Specialist. You must sign our receipt to confirm that You have received the Car, and that it meets the specification in Your Order.

7.7 Where You pay for the Car, ownership of the Car will pass to You once: (i) we have received full payment of the purchase price (and any other amounts due) in cleared funds; (ii) we have accepted Your Part Exchange Car as partial payment of the purchase price (if applicable); and (iii) You have accepted Your Car by signing our pro-forma invoice (in accordance with section 7.7 above).Where You have entered into a third-party finance agreement You should be aware that ownership of the Car will remain with the finance provider and the finance agreement will set out when and if title to the Car will pass to You.

7.8 We will own the Car until each of the conditions set out in section 7.8 has been satisfied, at which point we will notify the DVLA of the change in ownership. You should contact the DVLA if You do not receive Your V5 log book within 7 days after Collection.

8 Driveaway Insurance

8.1 We provide You, at our cost, with driveaway insurance for a period of 7 days starting at the point of Delivery or Collection of Your Car, subject to approval by our provider and Your policy being ‘put live’.

8.2 Our insurance broker, Tempcover, requires You to provide certain information once You have placed Your Order to benefit from this driveaway insurance. You will receive a link to take out the policy as part of Your Order confirmation. If You do not wish to receive this benefit, You may elect not to do so. If You accept this benefit, You will enter into a direct agreement with Tempcover for the driveaway insurance on these terms.

8.3 If You choose not to receive the driveaway insurance, You will be required to provide Your own insurance in order to drive the Car lawfully. Save as provided in this section 7, Cazoo accepts no responsibility to provide or procure the provision of any driving insurance services to You.

9. CazooGuard Paint & Fabric Protection

9.1 If You select and purchase CazooGuard Paint & Fabric Protection, we will apply a one-time protective coating to Your Car before Delivery or Collection. You will also enter into a direct guarantee contract for the CazooGuard Paint & Fabric Protection coating on Your Car with our Paint & Fabric Protection partner Supagard on these terms.

9.2 Supagard will send You a link to the email address You used to buy Your Car to enable You to register and manage Your guarantee (including information on how to make a claim).

9.3 Once you have completed Your purchase, we will apply the CazooGuard Paint & Fabric Protection treatment to Your Car and we can’t then take it off, so You won’t be able to cancel Your CazooGuard Paint & Fabric Protection purchase. If You return Your Car under the 7-Day Money Back Guarantee or if You are otherwise entitled to do so (for example, under Your statutory rights), we will issue a refund to You for Your CazooGuard Paint & Fabric Protection purchase.

10. 7-Day Money Back Guarantee

10.1 In addition to Your statutory cancellation rights where You are a cash customer (set out in section 11 below) or any right of withdrawal You are entitled to where you are a finance customer (set out in section 12 below), Cazoo provides You with a money back guarantee ("7-Day Money Back Guarantee") from the date of Delivery or Collection of the Car for a period until 8pm seven days later ("7-Day Money Back Guarantee Period").

10.2 During the 7-Day Money Back Guarantee Period, You may request to cancel Your Order and the return of the Car to us, provided You have not damaged the Car or drive more than 250 miles during the 7-Day Money Back Guarantee Period. If You have, we have discretion whether to allow the 7-Day Money Back Guarantee or not and Cazoo may reject Your Car return. If You have paid for the Car by entering into a third-party finance agreement You will also need to tell the finance provider that You wish to withdraw from Your finance agreement. You should read section 12 which explains this in more detail.

10.3 Where You have paid for the Car Yourself and not entered into a finance agreement and You wish to exercise the 7-Day Money Back Guarantee, Cazoo will return to You the purchase price of the Car as specified in the Order, (including the Delivery Charge (if applicable)), except for:

- 10.3.1 £1 will be deducted for each mile You have driven above the 250-mile limit (calculated against the Car’s mileage noted on Your Delivery or Collection receipt); and

- 10.3.2 the cost to repair any damage to the Car while You were responsible for it.

10.4 Where You have paid for the Car by entering into a finance agreement and You wish to exercise the 7-Day Money Back Guarantee, then instead of issuing You with a refund for the Car, Cazoo will return to the finance provider the amount which is payable by You to the finance provider under the Finance agreement when You exercise Your right to withdraw from that agreement (see section 11 below) provided that You comply with Your obligations set out in these Terms and Your Car is returned to Cazoo. On returning Your Car to Cazoo You will be required to pay to Cazoo  the sums set out in sections 10.3.1 and 10.3.2 above. Cazoo will also refund the Delivery Charge to You (if applicable).

10.5 To be eligible for the 7-Day Money Back Guarantee:

10.5.1 in the past 12 months, neither You nor anyone in Your household must have claimed under the 7-Day Money Back Guarantee or any similar guarantee we provide for subscribing to a car; and

10.5.2 You must book a pickup of the Car to take place within 14 days after You request a return from us (the “Pickup Period”); and

10.5.3 You must not use the  Car (or let anyone else use the Car) after expiry of the 7-Day Money Back Guarantee Period.

10.6 If You need to rearrange a pickup, You must contact Cazoo Customer Support by phone on 020 3901 3488. If You do this at least 24 hours before the scheduled time, we will rearrange the pickup at no extra cost to You. If You do this less than 24 hours before the scheduled pickup time, we will charge You £250 to rearrange the pickup. Pickup must take place during the Pickup Period for You to be eligible for the 7-Day Money Back Guarantee.

11 Your Cancellation Rights: where You have paid for the Car

11.1 You can cancel Your Order with us at any point before the Car is delivered or collected by contacting Cazoo Customer Support at [email protected] or on 020 3901 3488.

11.2 Where You have paid for the Car on the Site Yourself, You have the cancellation rights set out in this section. Where You have entered into a third-party finance agreement through the Site, Your rights are slightly different because we are no longer supplying the Car to You and instead the Car is being provided to You by the finance provider. Your rights in this situation are explained in section 12 below.

11.3 After Delivery or Collection of the Car, under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 You have the right to cancel Your Contract within 14 days after Delivery or Collection without giving any reason.

11.4 If You cancel Your Contract within the 14-day cancellation period, we will refund all payments received for the Car (including any amount You paid for Delivery). However, we are permitted by law to reduce Your refund to reflect any reduction in the value of the Car, for example, costs associated with mileage You have incurred on the Car and the costs to repair any damage that may have occurred during the period in which You were responsible for the Car.

11.5 You have a legal obligation to handle and take reasonable care of the Car while it is in Your possession. If You fail to comply with this obligation, we may have a right of action against You for compensation. If the value of the Car is diminished as a result of Your use, we may recover such diminished value from You either directly or by reducing the value of any refund due by that amount.

11.6 To cancel Your Contract under this section 11, You must inform us of Your decision to cancel by 5pm on the 14th day after Delivery or Collection of Your Car was accepted by You. This must be done by telephone by calling Cazoo Customer Support on 020 3901 3488 or by using the model cancellation form in section 20 below.

11.7 You will need to provide us with Your name, postal address, and where available, Your telephone number and email address.

11.8 Your cancellation will be effective from the point at which we pick up the Car.

11.9 We will aim to contact You within two days of receiving Your cancellation request, including to arrange pickup of Your Car. If You have not heard from us within this time, please contact Cazoo Customer Support on 020 3901 3488 or [email protected]. You will be charged £250 for the pickup of Your Car unless You qualify for the 7-Day Money Back Guarantee.

11.10 If You will not be present at the address for pickup, You must contact Cazoo Customer Support by telephone on 020 3901 3488 at least 24 hours prior to pickup to rearrange Your time at no additional cost.

11.11 If You need to rearrange pickup less than 24 hours prior to any scheduled pickup time, You will incur a further charge of £100.

11.12 Upon cancellation, the Car must:

- 11.12.1 be free of all financial charges other than the one created by this Contract;

- 11.12.2 be in the same condition You received it except for reasonable wear and tear or any mechanical problem that becomes evident after Delivery or Collection that was not caused by You;

- 11.12.3 be without damage or having been in an accident (otherwise we will be entitled to recover from You any loss in value of the Car as set out in sections 11.3 and 11.4 above); and

- 11.12.4 not have incurred more than 250 miles since Delivery or Collection otherwise we will charge You an excess mileage charge of £1.00 per mile for each mile above the 250 mile limit.

If You exercise Your legal right to cancel, You must promptly return the Car’s V5 log book to us. We will issue the refund as soon as possible once we receive the Car, but we may withhold £200 from Your refund until we receive the Car’s V5 log book.

11.13 We will issue Your refund, in accordance with section 10 above or this section 11, using the payment method which You used to pay for the Car save that any refunds for Part Exchange Cars (defined in section 14.7 below) will be undertaken via bank transfer. In the event that Your payment is refunded but we subsequently discover a defect sustained during Your period of ownership we reserve the right to debit a compensatory amount from Your credit or debit card

Please note that this section 11 is not intended to be a full description of all Your legal rights. Full details of Your rights can be obtained, in the UK, from Your local Citizens’ Advice Bureau or Your Local Authority’s Trading Standards Office.

12 Your Right of Withdrawal: where You have entered into a finance agreement to pay for the Car

12.1 If You have entered into a finance agreement to pay for the Car You will be given a right to change Your mind and withdraw from the finance agreement under s66A of the Consumer Credit Act 1974 without giving any reason. The exact terms of the right to withdraw will be set out in the finance agreement itself. If You exercise the right, it will bring the finance agreement with the finance provider to an end. It does not automatically mean that You can pull out of buying the Vehicle but Cazoo will allow You to exercise the 7-Day Money Back Guarantee on the terms set out in section 10.

12.2 If You wish to exercise the 7-Day Money Back Guarantee You must at the same time tell Your finance provider that You wish to withdraw from the finance agreement by calling them or writing to them on the contact details provided in the finance agreement.

12.3 You must then ensure that You follow the procedures set out for return of the Car within the Pickup Period as set out in section 10 above. On pickup of the Car, Cazoo will pay to the finance provider the amounts payable by You on Your withdrawal from the finance agreement (the “Finance Amount”).

12.4 If You fail to arrange for pickup of the Vehicle within the Pickup Period You will not be able to benefit from the 7-Day Money Back Guarantee but You will remain liable to pay the finance provider the Finance Amount as explained in the finance agreement.

12.5 In addition to the 7-Day Money Back Guarantee set out above, we will extend to You the benefit of the cancellation rights under section 11 above that would be available to a cash paying customer. If You wish to exercise these rights You must do so within 14 days after Delivery or Pickup. On pickup of the Car we will repay to the finance provider the Finance Amount. However, as set out in section 11 above, we will charge You for picking up the Car and an amount to reflect any reduction in the value of the Car, for example, costs associated with mileage You have incurred on the Car and the costs to repair any damage that may have occurred during the period in which You were responsible for the Car. You must return the Car’s V5 log book to us on pickup of the Car for us to repay the finance provider the Finance Amount.

12.6 You must take reasonable care of the Car while it is in Your possession. If the value of the Car is diminished as a result of Your use, we may recover such diminished value from You.

12.7 To exercise Your cancellation rights under this section 12, You must inform us of Your decision to cancel by 5pm on the 14th day after Delivery or Collection of Your Car was accepted by You. This must be done by telephone by calling our Customer Service on 020 3901 3488 or by using the model cancellation form in section 20 below.

12.8 You will need to provide us with Your name, postal address, and where available, Your telephone number and email address.

12.9 Your cancellation will be effective from the point at which we pick up the Car.

12.10 We will aim to contact You within two days of receiving Your cancellation request, including to arrange pickup of Your Car. If You have not heard from us within this time, please contact Customer Support on 020 3901 3488 or [email protected]. You will be charged £250 for the pickup of Your Car unless You qualify for the 7-Day Money Back Guarantee.

12.11 If You will not be present at the address for pickup, You must contact Cazoo Customer Service by telephone on 020 3901 3488 at least 24 hours prior to pickup to rearrange Your time at no additional cost.

12.12 If You need to rearrange pickup less than 24 hours prior to any scheduled pickup time, You will incur a further charge of £100.

12.13 Upon cancellation, the Car must:

- 12.13.1 be in the same condition You received it except for reasonable wear and tear or any mechanical problem that becomes evident after Delivery or Collection that was not caused by You;

- 12.13.2 be without damage or having been in an accident (otherwise we will be entitled to recover from You any loss in value of the Car as set out in sections 11.3 and 11.4 above); and

- 12.13.3 not have incurred more than 250 miles from the date of Delivery or Collection otherwise we will charge You an excess mileage charge of £1.00 per mile for each mile above the 250 mile limit.

12.14 You must promptly return the Car’s V5 log book to us.

13 Car Returns

13.1 If You exercise Your rights under the 7-Day Money Back Guarantee under section 9 or Your right of cancellation under section 11, or if You exercise Your withdrawal or cancellation rights under section 12, You may then purchase a different Car on the Site and will benefit from 7-Day Driveaway Insurance and 3 month warranty and roadside assistance cover.

13.2 If You return a car more than once within a 12 month period, You are not eligible for free pickup of the car. You will incur a charge of £250 per car for any further car pickups.

13.3 If You return a car more than once in any 12 month period, we reserve the right not to accept any future order from You.

14 Part Exchange

14.1 If You wish to provide us with a car in full or partial consideration for the value of Your Car ("Part Exchange Car”) You must be the registered owner of the car and must elect to undertake the part exchange on the Site.

14.2 You must provide us with any information regarding the Part Exchange Car which we may reasonably request.

14.3 If we agree to consider Your Part Exchange Car, we require that You make the Part Exchange Car available for our inspection on the Delivery or Collection of Your Car. We are not obliged to provide a part exchange option when selling the Car to You and our decision to examine and value a Part Exchange Car, including the valuation we give, is solely at our discretion.

14.4 If Your Part Exchange Car has outstanding finance, You must declare this to us when providing details of Your Part Exchange Car. You must provide accurate information about Your finance provider and the settlement figure.

14.5 To use Your Part Exchange Car with outstanding finance to contribute towards the purchase of Your Car:

- 14.5.1 You must have a settlement letter from Your finance provider that is valid for not less than 7 days after the date of Delivery or Collection of Your Car; and

- 14.5.2 the amount of the outstanding finance must not exceed our valuation of Your Part Exchange Car. If you don’t meet these conditions, we won’t be able to accept Your Part Exchange Car.

14.6 We don’t have existing relationships with all car finance providers. So, if Your Part Exchange Car has outstanding finance, we might need Your help contacting your finance provider to clear the outstanding finance on Your Part Exchange Car, both before and after you hand over Your Part Exchange Car to us. You agree to provide any information and assistance that we reasonably request to do this. If your finance provider refuses or otherwise fails to clear the outstanding finance on Your Part Exchange Car, we may require you to make an additional cash payment equal to the outstanding finance amount or to return Your Car to us. We will contact you if this happens.

14.7 For the avoidance of doubt we are entitled to amend any valuation for, or reject, a Part Exchange Car for any reason, including but not limited to circumstances where a Part Exchange car:

- 14.7.1 has changed condition since we provided the Part Exchange Car valuation or the condition of the Part Exchange Car does not match the description given by You; or

- 14.7.2 has a discrepancy in the recorded mileage or the legal registration or chassis number; or

- 14.7.3 has been in a major accident or is categorised as insurance category C or D, or has been subject to a total loss claim; or

- 14.7.4 any other issue is identified by an HPI check or equivalent car history check on the Part Exchange Car; or

- 14.7.5 is not Your property to dispose of or You do not have the right to sell it; or

- 14.7.6 is missing or has an incomplete V5 registration document or such documentation is not in Your name; or

- 14.7.7  still has a finance marker on it at the point of pickup or the amount of outstanding finance is different from the amount You Subscribed; or

- 14.7.8 is an imported vehicle (e.g. left-hand drive) or was not first registered in the UK; or

- 14.7.9 has been used for taxi, private hire, chauffeur or rental purposes, driving tuition or as a police vehicle or used by a local authority; or

- 14.7.10 does not have a valid MOT or is due for a service in the next 100 miles; or

- 14.7.11 has any mechanical or electrical fault (including or not limited to problems with steering, transmission, clutch, gearbox, suspension or brakes).

14.8 When handing over a Part Exchange Car to us You must provide:

- 14.8.1 all sets of keys to the Part Exchange Car;

- 14.8.2 the V5 registration documentation and, where available, any associated documentation (such as service books, service history, MOT certificates etc) for the Part Exchange Car without which we will not accept the Part Exchange Car; and

- 14.8.3 any extras that we will need such as the locking wheel nut for the alloy wheels and any security codes associated with the Part Exchange Car.

14.9 You permit Cazoo to transfer from You to Cazoo the “registered keeper” title in the V5 documentation for the Part Exchange Car.

14.10 Cazoo does not store any Part Exchange Cars. If You exercise Your rights under the 7-Day Money Back Guarantee under section 10 or Your right of cancellation under section 11, or if You exercise Your withdrawal or cancellation rights under section 12, Cazoo is not able to return the Part Exchange Car and will instead refund to You the monetary value of the Part Exchange Car (less any appropriate deductions that Cazoo are permitted to make in accordance with sections 10 and 11 and less any deductions made to settle any outstanding finance on Your Part Exchange Car).

15 Our Liability

15.1 Nothing in these Terms will restrict our liability for death or personal injury resulting from our negligence, fraud or fraudulent misrepresentation or any other liability that cannot be restricted by law, nor will anything in these Terms restrict Your statutory rights. For further information about Your statutory rights, contact Your local authority Trading Standards Department or Citizens Advice Bureau.

15.2 We exclude all implied representations, warranties, conditions and terms (whether implied by statute, common law or otherwise) to the fullest extent permitted by law.

15.3 We will not have any liability to You however arising (whether in contract, tort (including but not limited to negligence), for misrepresentation or for breach of any duty (including strict liability) or otherwise) for: (a) any loss of profits or revenue; (b) loss of business; (c) loss of goodwill; (d) loss of or damage to data; or (e) any special, indirect or consequential loss.

15.4 Other than as set out in section 15.1 above, our maximum aggregate liability to You under or in connection with Your Order, these Terms and the Contract however arising (whether in contract, tort (including but not limited to negligence), misrepresentation or for breach of any duty (including strict liability) or otherwise) will be limited to an amount equal to the retail price of the Car and any additional products purchased as part of Your Order.

15.5 You will reimburse us for all costs, expenses, liabilities and losses that we incur as a result of: (i) Your use of the Site for any fraudulent or unlawful purposes; and (ii) any third-party claims arising out of or in connection with Your use of the Site or purchase of a Car from the Site.

16 Events Outside Our Control

16.1 We are not in breach of our obligations under Your Order, these Terms or the Contract, and have no liability to You, if we cannot perform any obligation because of an event or circumstance beyond our reasonable control (for example, fire, flood, strikes, riot, disease, pandemic, accident, disruption to utility supplies or networks and systems, civil commotion, acts of terrorism or war, breakdown of equipment, bad weather, acts and omissions of third parties, and road traffic problems (each an "Event Outside Our Control").

16.2 If an Event Outside Our Control happens and it affects our performance of our obligations:

16.2.1 we will let You know as soon as we reasonably can;

16.2.2 our time to perform the affected obligations is extended for as long as the Event Outside Our Control continues; and -

16.2.3 we will rearrange any affected Delivery, Collection, pickup or drop off dates after the Event Outside Our Control is over.

17 Personal Data

You can find out how we use your personal data in our Privacy Policy.

18 Complaints

If You have a complaint about Cazoo, You can contact us as follows:

- by post: Cazoo Ltd, Imperial House, Botleigh Grange Campus, Hedge End, Southampton, SO30 2AF;

- by phone: 020 3901 3488; or

- by email: [email protected].

We will aim to get back to You within 48 hours.

19 General Terms

19.1 If any of these Terms are held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

19.2 We may transfer our rights and obligations under these Terms to another organisation, but this will not affect Your rights or our obligations under these Terms.

19.3 Your Order, these Terms and the Contract constitute the entire agreement and understanding between You and us relating to the subject matter of the same and supersede any prior agreement or understanding between You and us relating to the subject matter of these Terms. You acknowledge that You have not entered into these Terms in reliance on, and shall have no remedies in respect of, any representation or warranty that is not expressly set out in these Terms (other than in respect of any fraudulent misrepresentation).

19.4 These Terms and the Contract will be governed by English law. This means that any matter or dispute arising out of or in connection with these Terms and the Contract (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.

20 Model Cancellation Form

To Cazoo Ltd at Imperial House, Botleigh Grange Campus, Hedge End, Southampton, SO30 2AF (email: [email protected]).

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],

Ordered on [*]/received 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