CazooCare Service Plan terms & conditions

These terms and conditions set out the full details of what is covered by your CazooCare Plan (the “Service Plan”). You should read these terms and conditions carefully before taking out the Service Plan.

Sections 5 and 7 describe what isn’t covered by your Service Plan. You should pay particular attention to those sections.

1. The Service Plan


1.1. About Cazoo. Cazoo Limited (“Cazoo”, “we”, “us”, “our”) provides your Service Plan. 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 Service Plan is administered by Whocanfixmycar.com Ltd (the “Administrator”). The Administrator is registered in England and Wales under company number 07455738 and its registered office is at 17 Northumberland Square, North Shields, Tyne And Wear, England, NE30 1PX.

1.3. About your Service Plan
a) What is included. Your Service Plan covers only the car you bought from Cazoo when you bought the Service Plan (your “Car”).  Your Service Plan includes an annual MOT for the duration of the Service Plan and:

  • if you have purchased a two-year Service Plan, an interim service in the first year and a full service in the second year; or
  • if you have purchased a three-year Service Plan, an interim service in the first year, a full service in the second year and a major service in the third year.

b) What isn’t included. Your Service Plan doesn’t cover any vehicle other than your Car. Your Service Plan doesn’t cover any work undertaken on your vehicle other than the MOTs and services included in your Service Plan. It also doesn’t include any parts that need replacing other than the included parts set out in the schedule to these terms.

1.4. Contract type. The Service Plan is a service contract between you and us. It is not an insurance policy.

2. Duration of the Service Plan

2.1. The Service Plan begins on the date and at the time that we deliver your Car to you or when you collect your Car (as applicable) (“Start Date”).

2.2. The Service Plan ends on the date and at the time set out in the confirmation email you receive for the Service Plan purchased with your Car. The confirmation email will include various details on your Service Plan including the link to create your Service Plan account. 

3. Price


3.1. The price for your Service Plan is shown in your confirmation email. You must pay this in full when you buy your Car from Cazoo. Sometimes you might need to pay additional costs - for example, for parts, consumables, or extra work needed for your Car to pass its MOT. You’ll be told about any additional costs before the work is started. Our prices include VAT. We accept all major debit and credit cards in your name, except corporate and international cards.

4. Cazoo’s responsibility under the Service Plan

4.1. We’ll notify you when your Car is due for a service. We’ll notify you when your Car is due for a service under a Service Plan according to our recommended servicing schedules.

4.2. We’ll let you book services or an MOT under your Service Plan.
We’ll ensure that you can book the services or MOTs provided under your Service Plan within a reasonable time, unless it’s impossible for us to do so because of circumstances beyond our reasonable control.

4.3. We’ll carry out any services or MOT covered under your Service Plan. 
We’ll carry out any services or MOTs that are authorised and covered by your Service Plan. If you have paid more to access our wider garage network, we’ll pay for garages in that network to carry out any services or MOTs that are authorised and covered by your Service Plan.

5. Limits of the Service Plan


5.1. The Service Plan only covers a limited number of services and MOTs. The Service Plan only covers one annual MOT and:

a) if you have purchased a two-year Service Plan, an interim service in the first year and a full service in the second year; or

b) if you have purchased a three-year Service Plan, an interim service in the first year, a full service in the second year and a major service in the third year.

5.2. The Service Plan can only be redeemed by booking through us. The Service Plan only covers services and MOTs that are booked through us - see section 8.2 for information on how to make a booking under your Service Plan.

5.3. If you have paid the standard fee for your Service Plan it will only cover work undertaken at a Cazoo Service Centre.  If you are a standard fee CazooCare customer, you will only be able to book servicing work and MOTs under your Service Plan at a Cazoo Service Centre.

5.4. If you have paid more to have access to a wider garage network, you will have more booking flexibility.  You will be able to book services covered by your Service Plan at approved fixed and mobile third party providers if they operate in your area (as well as Cazoo Service Centres).You will however only be able to book MOTs at Cazoo Service Centres and approved fixed third-party garages.

6. What’s included in your Service Plan

6.1. Your Service Plan includes an annual MOT for the duration of the Service Plan and:

a) if you have purchased a two-year Service Plan, an interim service in the first year and a full service in the second year; or

b) if you have purchased a three-year Service Plan, an interim service in the first year, a full service in the second year and a major service in the third year.

6.2. Interim service. If you are entitled to an interim service under your Service Plan it will include the services set out in the schedule to these terms.

6.3. Full service. If you are entitled to a full service under your Service Plan it will include the services set out in the schedule to these terms.

6.4. Major service. If you are entitled to a major service under your Service Plan it will include the services set out in the schedule to these terms.

6.5. CazooService Centre extras. If you have booked your car into aCazoo Service Centre for work under your Service Plan, subject to availability, you may be offered at no additional cost: (i) a valet; (ii) a free puncture repair (if required by your car and offered by the Cazoo Service Centre); or (iii) a free seasonal health check, in each case for your car whilst it is at the Cazoo Service Centre. You should contact the Cazoo Service Centre ahead of your service or MOT to check availability and book. You will only be able to access each additional item once in each year of your Service Plan.

6.6. Cazoo Service Centre work. If your car has a service or MOT under your Service Plan at a Cazoo Service Centre and an issue is identified you will be entitled to 10% off any subsequent mechanical repairs, labour and tyre replacement work required to fix the issue that is undertaken at a Cazoo Service Centre.

7. What’s not covered by the Service Plan

7.1. Work outside your Service Plan. Your Service Plan doesn’t cover any work undertaken on your vehicle other than the MOTs and services included in your Service Plan as set out in these terms.

7.2. Parts are not covered by your Service Plan. Your Service Plan doesn’t cover the costs of any parts that need repairing or replacing other than the included parts set out in the schedule to these terms. The included parts will only be provided if required by your car.

8. How to use the Service Plan


8.1. Creating your Service Plan account. We will send youa link via email which you can use to create and authenticate your Service Plan account on cazoo.serviceplans.co.uk (your “Service Plan Account”).

8.2. Making a booking under your Service Plan. If your Car is due for an MOT or we have notified you that it is due for a service, you can log on to your Service Plan Account to book the work. You will be presented with several locations where the work can be carried out depending on your Service Plan. You will then be able to choose a location from the list that suits you.

8.3. Rescheduling and cancelling bookings. You can cancel or reschedule a booking made under your Service Plan through your Service Plan Account up to 24 hours before the booking.  Sometimes we might need to cancel or reschedule your booking. If this happens, we’ll let you know as soon as we can.

8.4. Your Service Plan Account. When you are logged in to your Service Plan Account you will be able to see all work undertaken under your Service Plan and details of upcoming bookings.

9. Transferability 


9.1. If you sell your Car the Service Plan can transfer with the Car. If you sell your Car privately, you can transfer the remainder of the Service Plan to the new owner of the Car. To initiate the transfer you should contact the Administrator on 0800 048 7488 who will guide you through the process. The transfer of the Service Plan to a new owner will incur a £20 admin fee and the new owner will be required to agree to these terms. If you don’t wish to transfer the Service Plan you can decide to cancel it instead – see section 10.

10. Cancellations and refunds


10.1. You have the right to cancel your Service Plan. You can cancel your Service Plan at any time by calling Cazoo on 020 3901 3488. Our phone lines are open seven days a week from 8am to 8pm. You will be guided through the cancellation process and any applicable refund will be processed.

10.2. Refunds in the first 14 days of your Service Plan. If you cancel your Service Plan in the first 14 days following the Start Date, then you will be eligible for a full refund provided no work has been undertaken under the Service Plan. If any work has been undertaken under the Service Plan then your refund will be calculated in accordance with section 10.4(a) although the cancellation admin fee will not apply.

10.3. Refunds after the first 14 days before any work has been undertaken. If you cancel your Service Plan after the first 14 days following the Start Date and before you have had an MOT or a service carried out under your Service Plan you will be entitled to a full refund minus a £25 admin fee. If your Service Plan comes to an end and you have not claimed any MOTs or services under it, you will also be entitled to a full refund minus a £25 admin fee.

10.4. Refunds after some work has been undertaken. If either: (i) you cancel your Service Plan at any time after you have had some work undertaken but before you have benefitted from each MOT and service you are entitled to; or (ii) your Service Plan comes to an end before you have benefitted fully from your MOT and service entitlement, you may be entitled to a refund in accordance with the following:

(a) if you cancel your Service Plan and you have had either an MOT, a service or both once, under your Service Plan, you will be entitled to a refund of: (i) half the price you paid for the Service Plan if you have a two-year Service Plan; or (ii) two thirds of the price you paid for the Service Plan if you have a three-year Service Plan; and

(b) iif you cancel your Service Plan and you have had two MOTs, two services or both twice, under your Service Plan, you will only be entitled to a refund if you have a three-year Service Plan and you will be entitled to a refund of one third of the price you paid for the Service Plan.

An admin fee of £25 will be deducted from any refund you are entitled to if you cancel after the first 14 days following your Start Date.

10.5. Claiming refunds
. If you have cancelled your Service Plan and you are entitled to a refund you can claim it at the same time you speak to Cazoo to cancel your Service Plan. If your Service Plan expires and you are entitled to a refund you can claim your refund by calling Cazoo on 020 3901 3488. Our phone lines are open seven days a week from 8am to 8pm. You must claim your refund within 28 days of cancellation or expiry of your Service Plan.

10.6. We can cancel the Service Plan 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 Service Plan, or if you break these terms and conditions, then we can cancel the Service Plan. We can also do this if you knowingly give us false or misleading information, or try to conceal things that are relevant to your Service Plan.

11. Fraud

11.1. 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 Service Plan, 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.

11.2. We won’t honour fraudulent claims, and we’ll recover our losses. If you apply for or use this Service Plan fraudulently, the Service Plan will be invalid. If we suffer any loss as a result, we will take steps (including legal action) to recover those costs.

12. Data Protection

12.1. We process your personal data in connection with the Service Plan. Cazoo Ltd is the controller of your personal data and the Administrator is a processor. We’ll use your personal data in accordance with the law to administer your Service Plan and for our own internal business purposes (including identifying and preventing fraud). We also record calls for training and monitoring purposes. You can find out more about how we use your personal data in our privacy policy.

12.2. You have rights in relation to your personal data. You have rights in relation to your personal data, including the right to make a complaint at any time to the Information Commissioner’s Office, the UK’s regulator for data protection issues (www.ico.org.uk). You can find more detail about your rights and how to use them in our privacy policy.

13. Complaints and support


13.1. Here’s how to get in touch if you have a general complaint or question. If you have any general complaints (including about work undertaken at a third party garage) or questions about the terms of this Service Plan, then please contact the Administrator on 0800 048 7488. Phone lines are open Monday to Friday from 9am to 5pm. You can contact the Administrator by post at: Floor 6, Suite 6A, West One, Forth Banks, Newcastle Upon Tyne, NE1 3PA. You can contact the Administrator by email at [email protected].

13.2. Here’s what to do if there is a problem with the work on your Car undertaken at a Cazoo Service Centre. If you have a complaint about the work done on your Car under the Service Plan at a Cazoo Service Centre, you should 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.

14. General terms


14.1. 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.

14.2. Assignment. We may transfer our rights and obligations under the Service Plan to any other organisation, but this won’t affect your rights or our obligations under the Service Plan.

14.3. Updates to terms. We may amend these terms at any time provided that we shall give you notice of any updated terms.

14.4. Entire agreement. These terms and conditions constitute the entire agreement and understanding between you and us relating to the Service Plan and supersede anything previously passing between us relating to the Service Plan. You acknowledge that, in entering into the Service Plan, 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).

14.5. Governing law. The Service Plan is governed by English law. This means that any matter or dispute arising out of or in connection with the Service Plan (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.

Schedule


Interim service –
The interim service checks 25 parts including:

  • General checks
    - Check operation of external lights
    - Check operation of instrument warning lamps
    - Check horn
  • Internal/vision
    - Check operation and condition of windscreen wipers and washers
    - Top up windscreen washer reservoir with additive if required
  • Engine
    - Drain engine oil, replace oil and refill with fresh oil
    - Check and advise on general oil leaks
    - Check coolant level and top up (if required)
    - Advise on antifreeze strength
    - Check AdBlue (a top up is an extra cost)
    - Check timing belt replacement intervals and advise
  • Brakes
    - Top up brake fluid if required
    - Visual check of brake pads for wear
  • Wheels & tyres
    - Check tyre condition and tyre depths
    - Check and adjust tyre pressures
  • Steering & suspension
    - Check steering rack gaiters condition
    - Check power steering fluid reservoir for leaks and top up (if required)
  • Exhaust
    - Visually check and advise on condition of exhaust
  • Drive system
    - Check clutch fluid level (if applicable)
    - Check transmission oil leaks
  • Final checks
    - Reset car service light where applicable
    - Stamp service book
    - Stamp printout of Cazoo service schedule

Full service - The full service checks 40 parts including:

  • General checks
    - Check operation of external lights
    - Check operation of instrument warning lamps
    - Check horn
  • Internal/vision
    - Check operation and condition of windscreen wipers and washers
    - Top up windscreen washer reservoir with additive if required
    - Check and advise on pollen filter condition 
    - Check windscreen for cracks and chips 
    - Check mirror condition (internal and external) 
    - Check number plate condition 
    - Check seat belts 
  • Engine
    - Drain engine oil, replace oil and refill with fresh oil
    - Replace air filter
    - Check and advise on general oil leaks
    - Check coolant level and top up (if required)
    - Advise on antifreeze strength
    - Check radiator and coolant hoses for condition and leaks incl. header tank
    - Check condition and tension of auxiliary drive belts (not timing belt)
    - Change spark plugs dependant on mileage - extra cost (petrol engine only)
    - Visual check fuel system and tank visible
    - Check AdBlue (a top up is an extra cost)
    - Check timing belt replacement intervals and advise
  • Brakes
    - Check/advise brake fluid condition and report
    - Top up brake fluid if required
    - Visual check of brake pads for wear
    - Visual check of brake disks for wear
    - Visual check all visible brake pipes
    - Check operation of handbrake
    - Visual check brake callipers for leaks and security
  • Wheels & tyres
    - Check tyre condition and tyre depths
    - Check and adjust tyre pressures
  • Steering & suspension
    - Check condition of road springs
    - Check steering rack gaiters condition
    - Check steering/suspension components
    - Check power steering fluid reservoir for leaks and top up (if required)
    - Check shock absorber condition and report
    - Check wheel bearings
  • Exhaust
    - Visually check exhaust smoke (diesel engine only)
    - Visually check and advise on condition of exhaust
  • Drive system
    - Check drive shaft gaiters for security and report leaks
    - Check clutch fluid level (if applicable)
    - Check transmission oil leaks
  • Final checks
    - Reset car service light where applicable
    - Stamp service book
    - Stamp printout of Cazoo service schedule

Major service - The major service checks 65 parts including:

  • General checks
    - Check operation of external lights
    - Check operation of instrument warning lamps
    - Check horn
  • Internal/vision
    - Check door/bonnet/lock operation
    - Check operation and condition of windscreen wipers and washers
    - Top up windscreen washer reservoir with additive (if required)
    - Check and advise on pollen filter condition 
    - Check air conditioning system operation
    - Check windscreen for cracks and chips 
    - Check mirror condition (internal and external) 
    - Check number plate condition 
    - Check seat belts 
  • Engine
    - Drain engine oil, replace oil and refill with fresh oil
    - Replace air filter
    - Replace fuel filter if fitted externally from tank
    - Check and advise on general oil leaks
    - Check coolant level and top up (if required)
    - Advise on antifreeze strength
    - Check radiator and coolant hoses for condition and leaks incl. header tank
    - Check radiator cap 
    - Check electrical coolant fan (if applicable)
    - Check condition and tension of auxiliary drive belts (not timing belt)
    - Change spark plugs dependant on mileage - extra cost (petrol engine only)
    - Visual check fuel system and tank visible
    - Check AdBlue (a top up is an extra cost)
    - Check timing belt replacement intervals and advise
  • Brakes
    - Check/advise brake fluid condition and report
    - Top up brake fluid if required
    - Visual check of brake pads for wear
    - Visual check of brake disks for wear
    - Visual check all visible brake pipes
    - Check operation of handbrake
    - Visual check brake callipers for leaks and security
  • Wheels & tyres
    - Check tyre condition and tyre depths
    - Check and adjust tyre pressures
    - Remove and refit all road wheels
  • Steering & suspension
    - Check condition of road springs
    - Check steering rack gaiters condition
    - Check steering/suspension components
    - Check power steering fluid reservoir for leaks and top up (if required)
    - Check shock absorber condition and report
    - Check wheel bearings
  • Exhaust
    - Visually check exhaust smoke (diesel engine only)
    - Visually check and advise on condition of exhaust
  • Drive system
    - Check drive shaft gaiters for security and report leaks
    - Check clutch operation and adjust (if applicable)
    - Check clutch fluid level (if applicable)
    - Check transmission oil leaks
  • Final checks
    - Reset car service light where applicable
    - Stamp service book
    - Stamp printout of Cazoo service schedule

Included parts:

An interim service shall only (if required by your Car) include the following standard-level replacement parts: (i) engine oil; (ii) oil; (iii) oil filter and (iv) a sump plug washer.

A full service shall only (if required by your Car) include the following standard-level replacement parts: (i) engine oil; (ii) oil; (iii) oil filter; (iv) a sump plug washer; and (v) an air filter.

A major service shall only (if required by your Car) include the following standard-level replacement parts: (i) engine oil; (ii) oil; (iii) oil filter; (iv) a sump plug washer; (v) an air filter and (vi) a fuel filter (if fitted externally from tank).