ZDL Protect Terms & Conditions
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If You purchase ZDL Protect online or by telephone (that is, without any face to face discussions with the Provider or Hippo), the Consumer Contracts Regulations will apply. You have the right to cancel the purchase of ZDL Protect within fourteen days of whichever is the later of (i) the day after the Start Date as detailed in Your Plan Schedule or (ii) handover of the Vehicle to You by Hippo and receive a refund of any payment that You have made to the Provider.
If You wish to cancel, please refer to section 11.E. For complaints, refer to section 12.
1. USEFUL CONTACT DETAILS
Breakdown assistance, service bookings, maintenance inspections and repair requests:
Telephone: 0330 0947 230
Email: [email protected]
Important: Do not proceed with completing any Repairs without obtaining authority from the Administrator first.
2. INTRODUCTION TO LIFETIME WARRANTY, BREAKDOWN ASSISTANCE AND ROUTINE SERVICING
This document sets out the full terms and conditions of Your Lifetime Warranty, Breakdown Assistance, Routine Servicing and Additional Assistance benefits. Please read it very carefully as it gives You important information about the benefits provided, the limits, Your responsibilities, when and how You can request repairs and when You cannot. If having read the terms You feel it is not suitable for You then please refer to Section 11.E. General – Cancellation for Your options.
This Agreement is not an insurance policy and is not regulated by the Financial Conduct Authority (FCA). It is an Agreement to provide ongoing routine servicing, maintenance inspections, repairs and assistance. This Agreement is a contract between You and the Provider.
This document and all Our literature is available in large print, audio and a customised description to meet Your individual requirements. We will be happy to provide You with a copy on written request, or You can call Us on 0330 0947 230 to request a copy.
3. DEFINED TERMS
Administrator: The Administrator of this Agreement is Hippo Motor Group
The Administrator has been appointed by the Provider to be Your first point of contact. The Provider reserves the right to change the appointed Administrator at any time and will write to inform You prior to such a change.
Agreement: Our agreement with You in respect of Your Lifetime Warranty, Breakdown Assistance, Routine Servicing and Additional Assistance benefits which consists of these terms and conditions and Your Plan Schedule.
Direct Debit Payment: the monthly payment amount set out in the Direct Debit Schedule to be paid by You each month by direct debit.
Maintenance Agent: The national network of third party service centre/repairers that are authorised by the Provider for the provision of the services detailed under Section 5.A Lifetime Warranty (Maintenance Inspection and Repair) and Section 5.D Routine Servicing.
Maintenance Year means:
- for the first year of this Agreement: the year beginning on the Start Date and ending on the day preceding the annual anniversary of the Start Date; and
- for subsequent years: a year begins on the annual anniversary of the Start Date and ends on the day preceding the next annual anniversary of the Start Date.
Plan Schedule: The document that We provided You, which contains Your details, Your Vehicle details and the Start Date of Your plan. Your Plan Schedule is based on the information You have provided to Hippo when You purchased Your Vehicle.
Vehicle: means the motor vehicle more fully described in the Plan Schedule.
You, Your: The legal owner or registered keeper of the Vehicle as named on the Plan Schedule.
Your Vehicle must:
- Be built to and not be modified after the Start Date (as shown on Your Plan Schedule) outside of UK manufacturer’s specifications;
- Not be used for hire or reward, commercial use, professional instruction, competition or off-road use, motor rally, motor racing, speed or duration tests, track days or any practice for these events whether they are timed or untimed; and
- Not be a vehicle used in public service capacity, for example within police force, military service or fire service.
- Lifetime Warranty (Maintenance Inspection and Repair)
- Breakdown Assistance (attended by a national breakdown specialist) which includes; Roadside, Recovery and Home Start
- Additional Assistance
- Routine Servicing
These benefits are detailed below:
Please note: that in certain circumstances Your cover under Section 5.A Lifetime Warranty (Maintenance Inspection and Repair) will reduce. For details of when this reduction will take effect please see Section 6 ‘Commencement and Duration and Changes to Cover’.
A. Lifetime Warranty (Maintenance Inspection and Repair) What is Provided:
One maintenance inspection prior to Hippo handing over Your Vehicle to You and carried out annually thereafter by the Maintenance Agent. The content of the inspections is detailed below:
Service history, next service due date and MOT due date.
Check the oil, fluids and coolant levels and identify any leaks, the condition of the alternator, belts and battery.
Check condition of all tyres (including spare), inflation kit (if applicable) and wheel alignment.
condition of the front and rear brake pads and discs (measured in millimetres), parking brake and the brake fluid condition and levels.
Check condition and levels of antifreeze.
Lights, electrics and heating
Check condition of internal and external lights, wipers and washers, horn, warning lights, control messages, heating systems, air conditioning operation, interior electrics, safety and seatbelts.
Check the engine for any smoke and noise, check the brake operation, clutch and transmission operation, condition of all mirrors and glass check the locking system.
Check the exhaust system and catalytic converter, steering and suspension, check for visible fluid leaks, check the condition of the driveshaft; joints, gaitors and mountings, the condition of the wheel bearing; hub, wear and noise, the condition of the hoses, pipes and cables.
Labour and parts costs for repairs to maintain Your Vehicle if an included part suffers a failure to perform its function, up to the Repair Limit detailed on Your Plan Schedule.
The Agreement covers all mechanical and electrical parts other than those specifically listed as excluded under Section 9 (Exclusions). The Provider is not liable for parts that have reached the end of their normal working lives because of age, usage or have failed due to negligence.
What We will do:
In the event that a component(s) of Your Vehicle suffers a failure to perform its normal function, the Provider will pay for replacement parts and labour, up to the Repair Limit specified in the Plan Schedule. Repair or replacement of defective parts under this Agreement is to be carried out through the Provider’s Maintenance Agents or repairers to whom Your Vehicle should be taken. Repairs can only be made on presentation of the Plan Schedule and confirmation that Your Vehicle has been serviced in accordance with the servicing requirements detailed in Section 7 (Customer Requirements).
Please note: replacement of drive belts, filters, lubricants, antifreeze and fluids required because of the failure of an included part, is included in this Agreement. If a covered component failure causes damage to another covered component, We will repair or replace that part, but this excludes any damage which is cosmetic in nature.
The Administrator has the right to appoint an independent engineer to inspect Your Vehicle prior to any repair or replacement of part(s). The Administrator may, at its discretion, elect to agree with You a value for Your Vehicle where the parts and labour cost of the repair exceeds the market value of Your Vehicle at the time of failure. The same will apply where the parts needed for repair are no longer available.
B. Breakdown Assistance (attended by a national breakdown specialist), which includes; Roadside, Recovery and At Home
All arrangements for Breakdown Assistance and relevant telephone calls will be handled by our chosen third party breakdown specialist (the Breakdown Provider). The Breakdown Provider or one of its contractors will attend Your Vehicle in the event of a valid request. We reserve the right to change the Breakdown Provider carrying out the services detailed within this Section 5.B at any time.
How to obtain assistance
If Your Vehicle has a breakdown, please follow these simple steps:
- Telephone the Breakdown Provider on the following number: 0330 0947 230 (calls from mobiles may be charged at network operator’s premium rate, telephone calls will be handled by the Breakdown Provider and may be recorded and/or monitored).
- Advise the operator of the location of the Vehicle, the nature of any fault, and provide any other information requested by the operator; and the number of the phone You are using.
- Ring the Breakdown Provider back (on the free number) if You get going before the patrol arrives. Only accept help from the patrol or contractor that has been sent to assist You by the Breakdown Provider.
- Do not go ahead and make Your own arrangements, as the Breakdown Provider cannot arrange reimbursement of costs incurred without prior authorisation.
Roadside is available for the Vehicle detailed in Your Plan Schedule. Roadside operates in the United Kingdom only.
If You are stranded on a public highway (or other accessible road or area to which the public has the right of access) because the Vehicle has a breakdown, We will arrange for a contractor to assist You who will try to repair the Vehicle at the roadside.
Roadside includes labour at the scene of the breakdown but not labour at any garage to which the Vehicle is taken, unless such labour is covered under section 5.A (Maintenance Inspection and Repair) or 5.D (Routine Servicing) of this Agreement.
If the Vehicle cannot be repaired at the roadside, or if repairs are unwise, the Breakdown Provider will arrange for the Vehicle and up to 8 people to be taken to a destination of Your choice within ten miles. If You have no preferred destination, the Breakdown Provider will arrange for the Vehicle to be taken to a nearby garage. If You wish the Vehicle to be taken to any other destination, the Breakdown Provider will use reasonable endeavours to assist if You pay for the towage costs for the whole distance.
If You cannot readily get to the Vehicle, the Breakdown Provider will arrange, if practicable, to have it towed to a place of safety and stored until You can collect it.
Please note: The Breakdown Provider will not arrange to tow or transport any Vehicle, which, in their reasonable opinion, is loaded beyond its legal limit. If the Vehicle is in a position where the Breakdown Provider cannot arrange for work to be undertaken on it or tow it, or wheels have been removed, they can arrange to rectify this but You will have to pay the costs involved.
Roadside does not cover:
- Routine servicing of Your Vehicle or the cost of parts. These may however be covered by the Administrator under section 5.A (Lifetime Warranty (Maintenance Inspection and Repair)) or 5.D (Routine Servicing) of this agreement.
- The cost of fuel or other supplies.
- Replacing tyres or windows.
- Missing or broken keys. The Breakdown Provider will try to arrange the services of a locksmith if You pay them direct.
- The cost of ferry crossings, road tolls and congestion charges. f. Vehicles being demonstrated or delivered by motor traders, or used under trade plates.
- Contaminated fuel. However, the Breakdown Provider will arrange for the Vehicle to be taken to a local garage for You to arrange and pay for any work carried out.
- Any vehicle storage charges before, during or after any assistance provided by the Breakdown Provider. i. Assistance following an accident, fire, theft or vandalism or other incident normally covered by a motor insurance policy. The Breakdown Provider can arrange assistance if You pay for the cost of assistance. (You may be able to recover these costs under the terms of Your motor insurance policy).
- If there are animals in the Vehicle, their onward transportation is at the sole discretion of the Breakdown Provider and is carried out solely at Your risk. The Breakdown Provider will not insure any animal or livestock in transit, during any onward transportation.
Recovery has the same features and limitations as Roadside but with the following variations:
If the Breakdown Provider cannot arrange for the Vehicle to be repaired locally within a reasonable time, they will arrange for the Vehicle and up to 8 people to be taken home or to another single address. If there are more than 5 people, this may require two separate vehicles. An adult must accompany any persons under the age of 16.
Recovery does not cover:
- Use of the services having the object or effect of avoiding repair costs. For example, if a vehicle can be repaired in a reasonable time, the Breakdown Provider may not arrange recovery but arrange for repair instead.
- Recovery, which is required because the Breakdown Provider have previously arranged a temporary repair, which has not subsequently been properly repaired by You.
At Home allows You to use Roadside services within 1⁄4 mile of home or the place where You normally keep the Vehicle.
At Home does not cover:
- rectifying failed repairs attempted by You or someone on Your behalf.
General terms applying to Breakdown Assistance:
- Roadside, Recovery and At Home covers United Kingdom registered vehicles only.
- The Breakdown Provider cannot procure services for Your Vehicle if it is unattended.
- The Breakdown Provider do not guarantee to procure services in whole, or in part, if the Breakdown Provider or its contractors are prevented from doing so due to any circumstances beyond their reasonable control.
- The Breakdown Provider and its contractors reserve the right to refuse to give service if anyone in Your party behaves in a threatening or abusive way to their staff or contractors.
- Your telephone calls to and from the Breakdown Provider and its contractors may be monitored and recorded for the purposes of staff training and quality assessment. This complies with Oftel regulations.
- If the service You require is not included within Roadside, Recovery and At Home, the Breakdown Provider will try, if You wish, to arrange it at Your expense. The terms of, and any payment for, any such services are a matter for You and the supplier and the Breakdown Provider will not act as an agent for You or the supplier.
- Vehicles, which have broken down as a result of taking part in a motor sport event, which takes place off the road and/or is not subject to the normal rules of the road, are not covered.
Nothing in this document gives You any rights against the Breakdown Provider.
C. Additional Assistance Benefits
1. Car Hire
If a repair to Your Vehicle has been authorised by the Administrator under this Agreement and the labour time exceeds 8 hours(as determined using Autodata) You may benefit from the costs for car hire for up to 7 days after the repair request has been authorised by the Administrator, at a maximum of £70 per day (inclusive of VAT) subject to the following conditions:
- You accept responsibility for the entire cost of the first 24 hours of car hire;
- The cost of the car hire is within the overall Repair Limit;
- The hired vehicle is of a like kind and quality as Your Vehicle and rented from a bona fide rental operator;
- The hire period is limited to the period Your Vehicle is in the workshop undergoing repairs or a maximum of 7 days, whichever is less; and
- The daily amount includes VAT but excludes fuel and insurance.
2. Overnight Accommodation/Onward Travel
If a repair to Your Vehicle has been authorised by the Administrator under this Agreement, the labour time exceeds 8 hours (as determined using Autodata), You have not requested the Car Hire benefit detailed above and You are more than 50 miles from Your home address, You may benefit from:
- Overnight accommodation for You and Your Party up to a maximum of £500 including VAT in total. This does not include the cost of providing meals and drinks; or
- A refund of the cost of public transport for the driver, and up to four passengers to reach the end of their journey, subject to a maximum of £500 including VAT in total.
Any service provider of the Additional Assistance benefits (including Car Hire and Overnight Accommodation / Onward Travel) must be VAT registered. You must obtain authority from the Administrator prior to making any bookings, keep all copies of receipts/invoices and submit them to the Administrator for payment.
D. Routine Servicing
Your benefits include Routine Servicing to be carried out by the Maintenance Agent at a maximum of every 12,000 miles or within each Maintenance Year (whichever is sooner).
- Services include; parts, fluid and labour as detailed in the Service Specification contained at Schedule 1 to this Agreement.
- Services do not include items such as; fuel filters, pollen filters or spark plugs. If these, or any other items are part of a manufacturer’s servicing schedule, then You should replace them at Your own expense.
We will base the number of services We include on the annual mileage provided by You at the time of purchase. If Your annual mileage is:
- No more than 12,000 miles per year, then You will be provided with 1 service per Maintenance Year.
- Between 12,001 and 16,000 miles per year, then You will be provided with 1 service every 9 months.
- Between 16,001 and 20,000 miles, then You will be provided with 1 service every 7 months.
If Your annual mileage changes after the Start Date, then You can either:
- Contact Us to make additional payments and/or amend Your Direct Debit Payment amount to reflect the reduced or additional service requirements and have Your Vehicle serviced under this Agreement; or
- Arrange and pay (at Your own cost) for any additional servicing needed to be carried out at a VAT registered garage of Your choice (which may or may not be a Maintenance Agent) outside the scope of this Agreement.
6. COMMENCEMENT, DURATION AND REDUCTION TO COVER
This Agreement commences from the Start Date shown on Your Plan Schedule. It will continue for the life of the Vehicle provided You continue to pay each monthly Direct Debit Payment as it falls due and subject to adherence of these terms and conditions, specifically the requirements set out in Section 7 (Customer Requirements) below.
Your Direct Debit Payment will be fixed for the first 35 instalments. We will notify You in writing of Your renewal quote at least 30 days prior to the collection of the 35th instalment. Your Direct Debit Payment may be subject to an increase or decrease at renewal. If You decide not to renew then You may cancel this Agreement at any time in accordance with Section 11E (Cancellation). Your Direct Debit Payment will automatically renew at the amount detailed on the quote unless You contact Us to cancel the renewal.
Reduction to Cover
When Your Vehicle is 10 years old (beginning from date of 1st registration with DVLA) or the odometer reading exceeds 100,000 miles (whichever occurs first) then, if since the Start Date You have complied with the Customer Requirements (see Section 7):
- the maximum Repair Limit will be reduced to £1,000; and
- the cover under Section 5.A Lifetime Warranty (Maintenance Inspection and Repair) will reduce to cover the following list of components only:
- Engine – Rocker assembly, inlet and exhaust valves, valve guides and springs (excluding burnt valves and decokes), Cylinder head (excluding cracks, porosity and the head gasket), head bolts, push rods, camshaft and cam followers, timing gears, chains and associated parts, oil pump, pistons and rings, cylinder bores, gudgeon pins, con rods and bearings, crankshaft and bearings, bushes and oil cooler.
- Timing belts – Provided there is proof that the manufacturer’s replacement recommendations have been complied with, and they are free from contamination.
- Turbo (factory fitted) – Failures due to carbonisation are not covered, including but not limited to the Variable Nozzle Turbine (VNT) or Wastegate Actuator.
- Manual – All internal failures of gears, shafts, synchromesh hubs, selectors, bearings, speedometer drive and overdrive units (when fitted).
- Automatics – All internal failures of gears, oil pump, shafts, bushes, clutches, brake bands, bearings, governors, servos, solenoids, torque convertor, drive plate, valve block, computer governor, modulator valve, speedometer drive.
- Continuous Variable Transmissions CTX/CVT – All internal failures of clutches, planetary gears, reduction gears, shafts, variable pulleys, thrust link drives, solenoids, bushes and bearings.
- Drive system (front/rear) – Crown wheel and pinion, drive shafts, bearings, planet gears, bevel gears, drive shafts, constant velocity joints and 4-wheel drive units.
- Electrics – Starter Motor, alternator, coil and horn unit
- Brakes – Master cylinder
- Steering – Manual rack and pinion, manual steering column, steering box, idler box.
- Cooling system – Water pump
- Casings – Cylinder block, gearbox and axle, transfer box if they have been damaged directly by a failure of one of the included parts.
You will still be required to comply with the Customer Requirements (see Section 7)
7. CUSTOMER REQUIREMENTS
In order to maintain coverage under this Agreement You must:
- pay each Direct Debit Payment on its due date – see the further provisions under ‘Payment Requirements’ below: and
- submit Your Vehicle for a service during the Maintenance Year – see the provisions under ‘Service Requirement’ below; and
- service Your Vehicle within 12,000 miles – see the further provisions under ‘Manufacturer’s Service Requirements’ below: and
- follow the Maintenance Requirements – see the further provisions under ‘Maintenance Requirements’ below. If You do not follow these requirements, then Your cover under this Agreement will be affected. This may include Repairs required to Your Vehicle not being covered by this Agreement. Please see Section 9 Exclusions below for details.
(1) Payment Requirements
In order for this Agreement to continue and for You to be able to continue to receive the benefits set out in Section 5, You must pay each Direct Debit Payment on time as set out in the Direct Debit Schedule. If You fail to make a Direct Debit Payment when due, We reserve the right to suspend or not provide the benefits set out in Section 5 of this Agreement. If you do not make the missed payment within 30 days from its due date then this Agreement will terminate.
The Direct Debit Payments due have been calculated using the current rates of VAT. If the rate of VAT should change, the Direct Debit Administrator may adjust the Direct Debit Payments to reflect the new rate of VAT. We will notify You in writing of any adjustment to Your Direct Debit Payments at least 30 days prior to the collection of the adjusted amount. If You decide not to continue with this Agreement due to the adjustment then You may cancel this Agreement at any time in accordance with Section 11E (Cancellation). Your Direct Debit Payment will automatically change to the amount notified to You and You agree to pay the adjusted payments unless You contact Us to cancel this Agreement.
You and Us acknowledge that the Direct Debit Administrator is entitled to collect the Direct Debit Payments and acts as agent for RAMP in relation to the collection of the Direct Debit Payments. We reserve the right to change the appointed Direct Debit Administrator at any time and will write to inform You prior to such a change.
(2) Service Requirements
For each Maintenance Year You must have a Service carried out by the Maintenance Agent. The Service must be taken within the Maintenance Year or 12,000 miles if sooner.
(3) Manufacturer’s Service Requirements
The manufacturer of Your Vehicle will have stated a recommended service schedule (details of which can be found in Your Vehicle’s service book).
If the manufacturer’s servicing intervals are less or more than every 12,000 miles then You can follow the manufacturer’s mileage intervals, provided that You submit Your Vehicle to Us for a service at least once per Maintenance Year. If following the manufacturer’s intervals by mileage means that You require more services than those detailed in 5.D, You can contact Us to amend Your Direct Debit Payments to include these. Alternatively, You are free to choose to acquire any necessary additional services Yourself outside of this Agreement at a VAT registered garage of Your choice (which may or may not be a Maintenance Agent).
You must keep all receipts and invoices. The Provider may request details of the service history at any time during the Agreement.
(4) Maintenance Requirements
It is Your responsibility to ensure that the timing belt is changed in accordance with the manufacturer’s recommendations.
You must maintain any additional components specified by the Vehicle’s manufacturer as detailed in Your Vehicle service book that are not included within the Routine Servicing benefit. Such additional routine service items will not be covered by this Agreement and will need to be replaced at Your own expense.
This Agreement will end on the occurrence of any of the following:
- If You cancel this Agreement at any time in accordance with Section 11.E; or
- If You do not comply with Payment Requirements (as detailed in Section 7); or
- If You sell or transfer Your Vehicle and a transfer of this Agreement does not take place under Section 11.A; or
- When Your Vehicle reaches the end of its lifetime, e.g. when the Vehicle is scrapped or written off. You will need to contact Us to inform us that this has happened so that this Agreement can be terminated.
The following are excluded from this Agreement:
- All bodywork, handles and hinges, interior/exterior trim, bright work, paint, glass (including front & rear heated screens & elements), weather-strips, seals, gaskets, sheet metal, sun roof guides, seats (including all internal electrical/mechanical components) carpets, seat belts, wiper arms/blades/washer jets, wheels and tyres, wheel alignment/tracking/balancing, adjustments and oil leaks.
- Parts subject to manufacturer’s servicing requirements or periodic repair including but not limited to plugs/glow plugs, fuel filters, pollen filters and electrical leads. Parts detailed in the Routine Servicing benefit in 5.D will be provided as detailed in the Service Specification set out at Schedule 1 to this Agreement.
- Any item or accessory not in the manufacturer’s original specifications.
- Working materials – Unless working materials and supplies such as oils, filters and anti-freeze are required as a direct result of the failure of a warranted part.
- All failures due to carbonisation are not covered including but not limited to the Variable Nozzle Turbine (VNT) or Wastegate Actuator or any other part of the Turbo, except when Your Vehicle is under 10 years old (beginning from date of first registration with DVLA) and the odometer reading is under 100,000 miles. Foreign object damage is not included on any turbo repair request.
- Clutch – Where the failure is due to the clutch having reached the end of its normal working life due to usage, age or mileage, or the clutch is burnt out.
- Brakes – Brake discs/drums, brake pads, brake linings/shoes, hoses and lines.
- Contaminated Fuel – The clearing of fuel lines, filters, carburettors and pumps/nozzles.
- Electrical Accessories – Bulbs, LED, High Intensity Discharge (HID), lamps/lenses, batteries, fuses, wiring harness, wiring terminals and remaking of disturbed electrical connections and portable satellite navigation systems.
- Miscellaneous Items – Air conditioning recharging, ECU reflashes/upgrades, water ingress, exhaust system, auxiliary drive belts, brackets, mountings, tappings, supports, fixings and fastening devices, fuel tank and fuel lines, corrosion, seizure, rubber hoses, metal pipes or plastic pipes and unions, core plugs, bushes, decokes, foreign object damage and air bags.
The Lifetime Warranty (Maintenance Inspection and Repairs) benefit does not cover any repairs in the following circumstances:
- Non-compliance with the conditions detailed in section 7 of this Agreement;
- Any failure of parts or breakdown caused by lack of normal and proper use or care, including the incorrect use of fuel or grade of oil;
- Any failure of parts or breakdown caused by not replacing additional parts/fluid recommended by the Vehicle’s manufacturer and detailed in the service book and not covered by Section 5.D. Routine Servicing;
- Any act, omission or negligence by You (or any user of the Vehicle), which adds to the loss or damage;
- Water ingress, fire, collision, frost, snow, ice, flooding, freezing or corrosion;
- The failure or breakdown of a part which is under any manufacturer’s or supplier’s warranty;
- Any failure of parts which have reached the end of their normal working lives because of usage, age or mileage (as confirmed by an independent assessment);
- Any parts which have not actually failed to perform their normal function, including but not limited to timing belts that are replaced as part of another job;
- Exhaust emission MOT failures;
- The cost of repair to components not covered under the Agreement;
- Any failures which are the result of carbon build up, except when Your Vehicle is under 10 years old (beginning from date of first registration with DVLA) and the odometer reading is under 100,000 miles;
- Losses that occur as a consequence of a failure of an included component (examples are, but not limited to alternative transportation cost, costs associated with a disrupted journey, prepaid agreement, accommodation or transportation, inconvenience or loss of earnings);
- The gradual deterioration of Your Vehicle’s performance due to age and mileage, including, but not limited to, gradual loss of engine compression requiring the repair of valves or rings and the gradual increase in the oil consumption due to normal operating functions;
- Design or existing faults – parts being subjected to recall by the manufacturer or parts which fail as a result of inherent design faults or parts that require modification or replacement which is or has been recommended by the manufacturer or faults which existed before You entered into the Agreement;
- Dismantling – We will not pay for any stripping down of the parts to determine the cause of the failure of parts or breakdown unless We accept the repair request;
- Accidental damage – the costs relating to losses normally included under a road risks insurance policy or losses resulting from an accident to the Vehicle;
- Failure of a covered component that causes damage to another covered component is not included if it is reasonable for Us to conclude that further damage has been caused by Your failure to take preventative steps or to notify Us after the initial failure of a component (for example, the Vehicle being driven with a defective part) and any loss arising from: excluded parts; parts that have been incorrectly fitted (outside of this Agreement); insufficient servicing; or faults present at purchase;
- Modifications – failure of or damage to parts that occurs as a result of modifications or alterations from the manufacturer’s original specification made to the Vehicle after the Start Date;and
- This Agreement is not valid for vehicles which are used for hire or reward, commercial use, professional instruction, competition or off-road use, motor rally, motor racing, speed or duration tests, track days or any practice for these events whether they are timed or untimed or in public service capacity, for example within police force, military service or fire service.
- Continental use – This Agreement (excluding Breakdown Assistance) will apply whilst Your Vehicle is in any territory of the EU or European Free Trade Association (EFTA) for a period of not more than 90 days in any Maintenance Year, with the limit of benefits restricted to the equivalent United Kingdom rate for labour charges and parts at manufacturer’s list prices as applicable at the date of the repair request.
- Breakdown Assistance is UK only and not applicable for Continental use (see Section 5.B).
- This Agreement will not apply if Your Vehicle is:
- outside of the UK but in any territory of the EU for a period of more than 90 days in any Maintenance Year; or
- outside of both the UK and any territory of the EU for any period of time.
10. REPORTING A FAILURE OF A COVERED COMPONENT
How to arrange repairs
- DO NOT continue to use Your Vehicle. This may aggravate the problem and cause greater damage, for which We will not be liable.
- Contact the Administrator to arrange for the Vehicle to be taken to the Maintenance Agent or repairer.
- You must report any fault or potential fault to Us within 7 days of the incident occurring.
- It is Your responsibility to ensure that the Maintenance Agent/repairer CALLS US BEFORE ANY WORK IS STARTED.
- DO NOT proceed with repairs until the request has been authorised by the Administrator.
- The repairer must telephone the Administrator on 0330 0947 230 or email to [email protected] and obtain a repair request authority number.
- At that time (or as soon as possible thereafter) the Administrator will need the:
- Registration Number and Agreement Number
- Contract holder’s name
- Current mileage and service history
- Nature of maintenance or repair
- Total cost
- The authority number must be issued before any repair is completed.
The Administrator may authorise repairs immediately, call for other estimates, nominate another repairer, investigate the repair request further, insist on the use of factor or pattern parts, exchange or re-manufactured units, or appoint an independent assessor to inspect the Vehicle. The Administrator will assess repair times in line with Autodata’s* latest recommended repair times. *(Autodata is a third party publisher and supplier of technical information for automotive professionals)
The total value of the repair work completed during this Agreement period is limited to the Repair Limit as detailed on Your Schedule. The Provider may, at its discretion, elect to agree with You a value for Your Vehicle where the parts and labour cost of the repair exceeds the market value of Your Vehicle at the time of failure.
The cost of investigation work can only be authorised by You, and You will remain responsible for meeting that cost in the event that the repair is not covered by this Agreement.
Repair requests will be handled by the Administrator and We reserve the right to have Your Vehicle inspected by an independent engineer prior to any work being carried out.
You may be requested to provide details of the registered keeper and copies of the V5C (often known as the vehicle’s “log book”) at any time during this Agreement.
All invoices must be made out to Repair and Maintenance Plans Limited. All parts removed from Your Vehicle as part of the repair (to be replaced by new parts) will become the property of the Provider.
Gaining access to Your Vehicle You must allow Us free access to examine Your Vehicle at all times. If You make a repair request, We have the right to:
- examine and photograph the Vehicle;
- obtain an expert assessment, the result of which will be binding on all parties; and/or
- nominate another Maintenance Agent/repairer.
If, following specific arrangements for inspection, and through no fault of Ours, the assessor cannot inspect the Vehicle, for example, because the Vehicle is not available, then We reserve the right not to provide the repair.
A. Transfer: This Agreement can be transferred to the next private owner of Your Vehicle within 14 days of the date of the sale of the Vehicle by calling the Administrator on 0330 0947 230 to request a Transfer of Ownership. The transfer fee is £25 including VAT and payable by You. A transfer can only be made in the event of the Vehicle being sold by the registered keeper to another individual or company that is not a motor trader or retailer. If the individual or company is a motor trader or dealer this will result in termination of the Agreement (see Section 8 for details).
B. Telephone calls: Any call made in connection with Your Agreement may be monitored and/or recorded as part of training and quality assurance processes.
C. Misinformation: When applying for this Agreement or submitting a request You or anyone acting on Your behalf must take reasonable care to answer all questions honestly and to the best of Your/their knowledge. Failure to do so may affect the validity of Your Agreement, the provision of services or the payment of Your repair.
D. Governing Law: This Agreement is governed by the law of England and Wales.
- You may cancel this Agreement at any time.
- If You wish to exercise Your cancellation right, You must notify Us of Your decision to cancel by contacting Us on 0330 0947 230; or by e-mailing Us at [email protected];
- If You cancel this Agreement within 14 days from whichever is the later of (i) the day after Start Date as detailed in Your Plan Schedule or (ii) handover of the Vehicle to You by Hippo (“Cancellation Period”), this Agreement will be treated as if it had never been made and We will refund to You (by bank transfer to the same bank account from which You have made payment) any payment that You have then paid to Us, within 14 days starting on the day after the day on which You notify Us that You wish to cancel this Agreement.
- You can still cancel this Agreement without reason after the Cancellation Period (using the contact details above), however You will not be entitled any refund. If You do wish to cancel at any time after the Cancellation Period, You must contact Us using the contact details above. This Agreement and Your right to receive the benefits set out in Section 5 will terminate at the end of the day before the due date of Your next Direct Debit Payment. In the event that We are unable to prevent Your next Direct Debit Payment from being collected after You have given notice to cancel this Agreement then We will refund the amount of that Direct Debit Payment to You by bank transfer to the same bank account from which You have made payment within 28 days of the Direct Debit Payment being collected.
If You have a complaint regarding this Agreement You should in the first instance, contact Customer Care using one of the following contact details: Email:[email protected] Telephone: 0330 0947 230 None of the above affects any right to legal action.
13. DATA PROTECTION
Data Protection Act 2018. For the purposes of the Data Protection Act 2018, the Data Controller in relation to information You supply is Hippo. The Data Processor is the Administrator who may share the information provided, together with other information, with organisations who are the Administrator’s business partners, suppliers or agents, for the purposes of customer services, order fulfilment and financial and account administration. The Administrator will not transfer the information You provide to any country outside of the United Kingdom or European Economic Area without firstly obtaining Hippo’s consent. When You have given Hippo information about another person, You confirm that they have authorised You to act for them, to consent to the processing and use of their personal data in the manner described in this notice and to receive on their behalf any data protection notice. You have the right to ask for a copy of Your information (for which Hippo or the Administrator may charge a small fee in accordance with data protection legislation) and to correct any inaccuracies. Hippo or the Administrator may monitor and/or record telephone calls for staff training and security purposes, and to improve the quality of services that is provided.