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Hendy Care Terms & Conditions

Diamond Terms & Conditions

Diamond Terms & Conditions

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


Section 1

A INTRODUCTION

This document sets out the full terms and conditions of Your plan. 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 Cancellations for Your options.

Your agreement and the services provided within it are not an insurance policy and are not regulated by the Financial Conduct Authority (FCA). It is an Agreement between You and Us to provide the services listed in this booklet.

To maintain coverage under this Agreement You must:

1.Pay each Direct Debit Payment on its due date – see the furtherprovisions under ‘Payment Requirements’, and

2.Submit Your Vehicle for a service during the Maintenance Year–see the provisions under ‘Service Requirements’, and

3.Follow the Maintenance Requirements – see the furtherprovisions under ‘Maintenance Requirements’.

If You do not follow these requirements, then Your cover under this Agreement will be affected.B DEFINED TERMSThe following words will have the following meanings when they appear in bold print in this document.We, Us, Our – The Selling Dealer of the Vehicle and this Agreement as specified on Your Agreement Registration Document.You, Your – The person, partnership or corporate body named on the Agreement Registration Document.Vehicle – The Vehicle identified on the Agreement Registration Document.Administrator – Warranty Administration Services Ltd, whose address is Otago House, Crofton Road, Lincoln LN3 4NL, and who will manage this agreement between You and Us. Warranty Administration Services Ltd is registered in England, company no. 1789994.Agreement Registration Document – Your agreement document that confirms We have accepted Your Vehicle for cover. It provides details about You, Your Vehicle and Your level of cover, when the cover starts and ends, details of the Individual claim limit, Total claim limit, and any excess that You must pay.Mechanical or electrical fault – When a covered part suddenly or unexpectedly does not work in line with the manufacturer’s specification for a reason other than wear and tear, normal deterioration or negligence (that is, as a result of something You or someone else has done or failed to do).Individual claim limit – The total amount We will pay for each individual authorised claim, less any excess that may apply as stated on Your Agreement Registration Document.Total claim limit – The total amount We will pay during the period of the warranty for all authorised claims added together. If this total is reached, We will not pay any more and Your warranty will end.

C MAINTENANCE YEAR:

•For the first year of this Hendy Care Agreement: the yearbeginning on the start date of this Agreement and ending on theday preceding the annual anniversary;

•For subsequent years: a year begins on the annual anniversarydate and ends on the day preceding the next annual anniversary.

D END DATEMeans the date on which Our obligations to You will come to an end. The End Date will be the date shown on the Agreement Registration Document or sooner in the event of You breaching any of the following: ‘Service Requirements’, ‘Maintenance Requirements’ or ‘Payment Requirements’. In any of these events, Our obligations to You will come to an end with immediate effect.E ELIGIBILITYYour Vehicle must:

•Be built to and not be modified outside of UK manufacturer’sspecifications;

•Not be used for hire or reward, commercial use, professionalinstruction, competition or off-road use, motor rally, motorracing, speed or duration tests, track days or any practice forthese events whether they are timed or untimed;

•Not be a vehicle used in public service capacity, for examplewithin the police force, military service or fire service;

•Not be a vehicle with a gross weight of more than 3,500kg.

F PAYMENT REQUIREMENTS

For this Agreement to continue and for You to be able to continue to receive the benefits set out in this Agreement, 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 end this Agreement. We will attempt to contact You using the contact information provided to Us via email, SMS and phone spread over 14 days. If You do not make the missed payment within 14 days from its due date, then this Agreement will terminate.

Your Direct Debit payments will be fixed for the first 12 months.

Your Direct Debit Payment may be subject to an increase or decrease at renewal.

G MAINTENANCE REQUIREMENTS

•It is Your responsibility to ensure that the timing belt is changedin accordance with the manufacturer’s recommendations.

•Engine oil works under extremes to lubricate, cool and protectinternal engine components. It is Your responsibility to usethe Manufacturer’s recommended engine oil. If You need anyassistance, please contact the Manufacturer. Using inferior oil orthe wrong type of oil can cause damage or wear that ultimatelycould cause any damage to mechanical and electrical parts and/or components to be excluded.

•In order for this Agreement to continue You, must follow therequirements above.

H TRANSFER REQUEST

This Agreement cannot be transfered to another vehicle or owner.


Section 2

A SERVICE PLAN

The Service Plan includes:

•Services carried out by Us, the Selling Dealer.•Services in accordance with the recommended servicing schedule and intervals or within each Maintenance Year (whichever is sooner), this includes parts, fluid, labour and VAT.•This Agreement covers the cost of a maximum of 1 service interval per year for the Vehicle. You will be responsible for any additional servicing required during the Period of Cover.

B REQUIREMENTS

In order to maintain coverage under this Agreement each year, You must:

1.Submit Your Vehicle for a service during the Maintenance Year –see the provisions under ‘Service Requirement’ below; and

2.Follow the Maintenance Requirements – see the further provisionsunder ‘Maintenance Requirements’.

C SERVICE REQUIREMENTS

For each Maintenance Year, You must have a Service carried out by Us. The Service must be taken within the Maintenance Year or 12,000 miles if sooner.

D SERVICE PLAN TERMS & CONDITIONS

1.The Administrator acts on behalf of Us in an administrative capacity only, and by accepting this Agreement You, the Customer, agree that You have no financial redress against the Administrator in relation to the Service Plan.2.The Administrator does not guarantee the quality of the Services provided by Us; these are governed by the Our terms of supply of services, for details of which You should consult Us.3.We shall not be obliged to carry out the services detailed above unless all payments due from You under this Agreement have been paid by their due date.4.No services are to be commenced until authorised by the Administrator.5.The Administrator shall be under no obligation to investigate orto ensure the validity of any invoice produced by Us, nor shall the Administrator be responsible to You, the Customer, for any disputes relating to any services performed or any work carried out by Us. You must resolve with Us directly any disputes arising from any services performed or any work carried out by Us.6.Neither We nor the Administrator is under any obligation to send You reminders of the Service Intervals.7.We may terminate this Agreement by written notice if You have committed a breach of this Agreement which cannot be remedied, in which case this Agreement shall terminate immediately; or if capable of remedy, Our notice shall specify the breach and require its remedy and if You have not remedied within 30 days of the receipt of the notice, this Agreement shall terminate immediately.8.You consent to Us making available to the Administrator all personal data supplied by You to Us.9.This Agreement shall be governed by and construed in accordance with the law of England and Wales. Each party agrees to submit to the exclusive jurisdiction of the courts of England and Wales.10.With the sole exception of the Administrator, no person other than a party to this Agreement shall have any rights to enforce any term of this Agreement whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.11.You must keep all receipts and invoices. We or the Administrator may request details of the service history at any time during this Agreement.

Section 3 A WARRANTY – MAINTENANCE AND REPAIRWHAT IS COVERED?Depending on the terms, conditions, general exclusions and claim limits shown in this document, the Diamond Warranty will cover the cost of repairing or replacing any parts of Your Vehicle that have failed as a result of a sudden or unexpected mechanical or electrical fault, except those listed below. Any part which needs replacing due to wear and tear is not covered.MAINTENANCE ITEMS Spark plugs, ignition (HT) leads, filters and wiper blades.CONSUMABLES Tyres, exhaust systems, catalytic converters and diesel particulate filter (unless the fault is caused by another covered part), batteries, brake discs and pads, brake shoes, brake drums, fuses, screen washer pipes and drainage pipes.OTHER ITEMS Bodywork and glass, inside and outside trim, reflectors, bulbs and lighting lenses, aerials, turbocharger-system parts, communication devices, satellite navigation systems and in-car entertainment equipment.EXTRA COVERDepending on the terms and conditions of this warranty, we have extended your cover to include the following benefits:TURBO SYSTEMUp to £4,000 (including VAT) towards repairing or replacing any factory-fitted turbo-system parts (not including hoses and pipes).SATELLITE NAVIGATION SYSTEMS AND IN-CAR ENTERTAINMENT UNITSUp to £4,000 (including VAT) towards repairing or replacing any factory-fitted satellite navigation systems, in-car entertainment equipment and Bluetooth modules (not including aerials, software and software updates).CAR HIREIf we cannot provide you with a courtesy car, you can claim up to £36 (plus VAT) a day for up to seven days towards the cost of hiring a replacement vehicle. You must contact the administrator to claim this benefit before you hire a replacement vehicle. To benefit from the extra cover:

1.Your vehicle must be at our workshop;

2.The fault must mean that your vehicle cannot be driven; and

3.Your vehicle must be having a repair that the administrator hasauthorised.

You cannot claim car-hire costs for the first 24 hours after the administrator has authorised the costs. The cost of fuel and insurance on the hire vehicle is not covered. Entitlement to this benefit ends after seven days or when the repairs on your vehicle are completed, whichever is sooner.

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


B GENERAL EXCLUSIONS

1.A mechanical or electrical fault which a qualified engineer appointedby the Administrator thinks could have reasonably existed before thiscover began.

2.Any loss, damage or fault which a qualified engineer appointed bythe Administrator thinks could have been avoided or was totally orpartly caused by a lack of maintenance.

3.Any parts which are not faulty, but which are replaced or reportedduring routine servicing or recommended to be replaced asengineering best practice.

4.Any damage which is due to any type of accident or negligence orcaused by continuing to use the Vehicle when it is obvious there is afault, or using contaminated fuel or the wrong fuel.

5.The gradual reduction in the performance of any part (wear and tear)due to the age or mileage of the Vehicle.

6.Parts that fail or need replacing when they have reached the endof their reasonably expected lifespan due to age or the Vehicle’smileage.

7.Any Vehicle where the speedometer has been interfered with, alteredor disconnected.

8.Any Vehicle owned by a motor trader or garage or associatedcompanies, or by the owners of that motor-trader business or garageor people connected to the owners.

9.Repairs, replacements or alterations not authorised by theAdministrator.

10.Anything caused directly or indirectly by war, riot, revolution or anysimilar event, or by vandalism, theft or attempted theft from theVehicle.

11.Any items that are not covered even if the replacement is neededbecause of the failure of a covered part.

12.Electrical software updates or reprogramming.

13.Parts, including software, which have been modified from themanufacturer’s original specification and any part that fails as aresult of those modifications.

14.Water leaking into the Vehicle (including damage to covered partscaused by water leaking in).

15.Failure of parts due to them corroding or seizing up, or any extralabour costs for work that is needed due to parts seizing up orsnapping.

Replacement of drive belts, filters, lubricants, antifreeze and fluids required because of the failure of a covered component is included in this Agreement. If a covered component failure causes damage to another covered component, We will repair or replace that part within the same Individual Claim Limit, 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).C MAKING A CLAIMIf Your Vehicle develops a fault which may result in a claim under this warranty, please bring it to Us. We will deal with the Administrator direct, and You will not have to pay for any work covered by Your warranty (depending on any claim limits and excess that may apply). If for any reason it is not possible to bring Your Vehicle to Us, please contact the Administrator on 01522 513 833 for advice on finding a suitable repairer. You will need to give the garage permission to diagnose the fault, then ask them to call the claims team on 01522 513 833 with the following information when they have confirmed the cause of the fault, but before they start any repairs.

1.Vehicle registration number

2.The current mileage

3.The fault reported

4.Details of the parts that need replacing

5.Information on costs for both parts and labour

Please note: Sometimes We may need You to bring Your Vehicle to Us or Our recommended repairer for a repair covered by Your warranty instead of using Your local garage. In all cases, You are responsible for giving permission to diagnose the fault and You will be responsible for all costs until the Administrator issues an authorisation number. If We accept Your claim, We will pay all reasonable charges for work that was necessary to find the fault (diagnostic charges). The Administrator will issue an authority number on Our behalf for the amount of the claim they agree to (depending on any claim limits and excess that may apply) and are not responsible for paying any claims. D INVOICING AND PAYING AUTHORISED CLAIMSAll invoices should be made out to “Hendy c/o Warranty Administration Services Ltd” as the payment may be delayed or even prevented if it is not. All invoices should be sent to the Administrator’s office by email to wasadmin@warrantyadmin.co.uk. The Administrator will confirm the claim and process to make the payment. If it is not possible for the repairer to email the invoice to the Administrator, they should post a copy to: Warranty Administration Services Ltd whose address is Otago House, Crofton Road, Lincoln LN3 4NL. If You use a garage other than Us, and the repairer insists that You pay for the work up front, You may have to pay the bill and then send it to the Administrator. The Administrator will then process the payment of the amount of any agreed claim (depending on any claim limits or excess that may apply).IMPORTANT Repair work must not begin until the Administrator has agreed the claim. If You do not keep to this condition, You may not be able to make a claim under this warranty.E CONTACT DETAILS

Claims phone number: 01522 513 833

Email: wasadmin@warrantyadmin.co.uk

Postal address:

Claims Department, Warranty Administration Services Ltd Otago House, Crofton Road, Lincoln LN3 4NL

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 assessed 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.

F 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:

a)Examine and photograph the Vehicle;

b)Obtain an expert assessment, the result of which will be bindingon all parties;

c)Nominate another Agent/repairer.

If, following specific arrangements for inspection, and through no fault of Ours, the assessor cannot inspect it, for example, because the Vehicle is not available, then We reserve the right not to provide the Repair.

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


G WARRANTY TERMS & CONDITIONS

1.Authorisation: Repairs must not be carried out without the Administrator’s permission.2.Service requirements: You must have the Vehicle serviced in line with the recommendations during the period of this agreement. If You do not follow the recommended service schedule or maintain the Vehicle as recommended, or You fail to keep the Vehicle insured, taxed and with a current MOT certificate, cover under this warranty will not apply and We will be entitled to end this Agreement immediately. To help You maintain cover, We will allow You a 1,000-mile or 30-day extension (whichever is sooner) from the recommended service schedule. If We do not carry out the servicing, it is important that You keep all receipts from the garage that does carry it out, as the Administrator will need to inspect these if You make a claim. Without proof of servicing, You may not be able to make a claim.3.Limiting damage: You, or the driver, must take all reasonable steps to avoid loss or damage. This includes repairing all faults that You know about whether they are covered by this warranty or not. If You continue to use the Vehicle after it becomes apparent that there isa fault, and this use causes further damage that could have been avoided, the warranty will not cover any of the repair costs.4.Diagnostic charges: You are responsible for giving permission to diagnose the fault, and You will be responsible for all costs untilthe Administrator issues an authorisation number. If We accept Your claim, We will pay all reasonable charges for work that was necessary to find the fault.5.Design faults and recalls: If any of the Vehicle’s parts has a design fault or is recalled by the manufacturer, that part is not covered.6.Geographical limits: This warranty is valid in the United Kingdom.7.Rates for refunding costs: We will not pay more than the UK manufacturer’s list price for parts (We may need non-genuineparts to be used) and We will pay labour time in line with the recommended repair times.

8.Multiple items: If You or the repairing garage reports more than onefailed part or fault at the same time, the Administrator will deal withthem as one claim.

9.Inspecting the Vehicle and its parts: The Administrator has the rightto have the Vehicle or any part inspected by a qualified engineer toidentify the cause of the fault before they authorise repairs.

10.Governing law: The laws of England and Wales will apply to thisagreement and the English courts will deal with any disputes relatingto or arising in relation to this agreement.

11.Legal rights: Nothing in these conditions will reduce Your legal rightsrelating to goods that are faulty or that have not been describedaccurately. For more information about Your legal rights, contactYour local trading standards department or citizens advice bureau.

12.Administration of this agreement:

1.This warranty is an agreement between You and Us for the covershown in this document.

2.The Administrator acts on Our behalf to manage this Agreementonly. By signing this Agreement, You agree that You can make nofinancial claim against the Administrator under the warranty.

13.Misinformation: When applying for this Agreement or submitting arequest, You or anyone acting on Your behalf must take reasonablecare to answer all questions honestly and to the best of Your/their knowledge. Failure to do so may affect the validity of YourAgreement, the provision of services or the payment of Your Repair.

14.Telephone calls: Any calls made in connection with Your Agreementmay be monitored as part of training and quality assuranceprocesses.

Section 4

A DOORSTEP ASSISTANCE, BREAKDOWN ASSISTANCE AND NATIONWIDE RECOVERY

We have employed GenAssist, a leading supplier of rescue and recoveryservices, to deliver this service on our behalf.

Please note that You are enrolled as a member of the Hendy recovery scheme and not as a direct member of GenAssist.

We are here to support You through every journey in Your car and are delighted to provide You with:

•24/7 emergency helpline service.

•UK nationwide rescue and recovery.

•Help and guidance in dealing with mechanical breakdown issues.

•Support from a UK team who have Your best interests at heart.

B BREAKDOWN ASSISTANCE IN THE UK, CALL 0808 144 1755.

What’s included:

1.Doorstep Assistance: Help when You have broken down at home orwithin a 1/4 mile of it. If GenAssist can’t arrange a prompt repair,GenAssist will take You and Your car to the nearest garage, Yourhome or another local destination.

2.Breakdown Assistance: Help when You have broken down morethan a 1/4 mile from Your home. If Your car cannot be fixed at theroadside, GenAssist will take You and Your car to the nearest garage,Your home or an alternative local destination.

3.Nationwide Recovery: Help following a breakdown at the roadside.If GenAssist can’t arrange a prompt repair, GenAssist will transportYou, Your car and Your passengers to Your home, a garage oranother mainland UK destination.

C EUROPEAN COVERWe have extended your cover to include travel in certain European countries. If You plan on driving abroad, please go to www.gen-assist.co.uk/europe for important information that You must read BEFORE TRAVELLING to make sure it is the right level of cover for you. Before You start Your journey, please verify Your GenAssist European membership by calling 01522 515 603. If You break down whilst travelling in Europe, please call 00 800 42 43 24 44 for assistance.D RECOVERY TERMS & CONDITIONS OF SERVICE

1.This is an agreement between You, the customer, and Us, Hendy,with services carried out on Our behalf by GenAssist.

2.GenAssist cover applies to the vehicle registered.

3.GenAssist is available for cover on vehicles up to 3,500kg grossvehicle weight.

4.GenAssist is designed as an emergency breakdown facility; anytemporary repairs carried out by the operator to mobilise the vehiclemust be followed up as soon as practicable with a permanent repair.

5.GenAssist does NOT cover attendance after an accident or followinga breakdown which is the result of fire, theft or an act of vandalism.

6.GenAssist does NOT cover ferry and toll fees, taxi fees, vehiclestorage charges, any charges made to return the vehicle to thehighway, vehicles immobilised by snow, flood or water, and the costof replacement parts, fuel, oil, keys, etc.

7.GenAssist will NOT provide service for breakdowns that occurredbefore the agreement start date.

8.GenAssist will NOT provide service where the vehicle does not havea valid MOT or a current road fund licence.

9.GenAssist will NOT provide assistance where the breakdown hasbeen caused by anything that is being towed by the registeredvehicle (including a trailer, caravan or horse box).

10.GenAssist will NOT attend a vehicle that is still mobile and is safeand legal to drive.

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


11. GenAssist will NOT provide assistance for the registered vehicle if it is unattended.

12. GenAssist will NOT provide unaccompanied recovery for the registered vehicle.

13. For terms and conditions relating to travel in certain European countries, please go to: www.gen-assist.co.uk/european.

Section 5

GENERAL TERMS & CONDITIONS

This Agreement does not cover any repairs in the following circumstances:

1. Non-compliance with the conditions detailed in this Agreement;

2. 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;

3. Any act, omission or negligence by You (or any user of the Vehicle), which adds to the loss or damage;

4. Water ingress, fire, collision, frost, snow, ice, flooding, freezing or corrosion;

5. The failure or breakdown of a part which is under any manufacturer’s or supplier’s warranty;

6. Any failure of parts which have reached the end of their normal working lives because of age or mileage (as confirmed by an assessment by an independent engineer as arranged by the Administrator);

7. 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;

8. Exhaust emission MOT failures;

9. The cost of repair to components not listed under this Agreement;

10. 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;

11. 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 accommodation or transportation, inconvenience or loss of earnings);

12. 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;

13. 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 this Agreement;

14. 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;

15. Accidental damage – the costs relating to losses normally included under a road risks insurance policy or losses resulting from an accident to the Vehicle;

16. 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, incorrectly fitted parts, insufficient servicing, faults present at purchase;

17. Vehicle use – this Agreement is not valid for Vehicles which are altered or modified from the manufacturer’s original specification, or are raced, rallied, track days (timed or untimed), used in competition, or for hire or reward; are beneficially owned by a company or person involved in the business of Vehicle repair, servicing or dealership or by an employee of such a company or person;

18. Your agreement is limited by the mileage you travel in your vehicle. Unless agreed by us, the mileage limitation applicable to your agreement is 12,000 per annum.

19. The laws of England and Wales will apply to this agreement and the English courts will deal with any disputes relating to or arising in relation to this agreement.

Section 6

CANCELLATIONS

You can cancel this Agreement at any time. If you do wish to cancel, You must contact the Administrator:

Tel: 01522 515 603

Email: wasadmin@warrantyadmin.co.uk

If You cancel this Agreement within 14 days, no fees will apply.

If You cancel this Agreement after 14 days, you will receive a refund of the payments made towards your next year’s coverage, less an administration fee of £30.

In the event that all payments have been received by Us within the previous year, your right to receive the benefits set out under this Agreement will continue until the end of the upcoming maintenance year.

Section 7

TERMINATION

Your Agreement will end on the occurrence of any of the following:

• If You do not comply with the Requirements set out in this document; or

• If You sell or transfer Your Vehicle to a motor retailer or trader; or

• If You cancel this Agreement; or

• This Agreement has reached its End Date.

Section 8

COMPLAINTS

We are committed to providing a quality service to all Our customers. When something goes wrong, You need to tell Us about it. This will help Us to improve Our standards.

If You have a complaint, please visit our ‘Complaints Procedure’ page (https://www.hendy.co.uk/complaints-procedure/) on our website where you will find a step-by-step guide to making a complaint.

If We cannot resolve Your complaint within eight weeks, You may refer Your dispute to the Motor Ombudsman Service. This service is free to use. Their consumer helpline is available on 0345 241 3008 or You can visit their website at www.themotorombudsman.org.

Section 9

DATA PROTECTION

We take Your privacy very seriously, and We will share only limited information about You with the Administrator so they can manage this Agreement on Our behalf. We will share all the information on this document and any other information that will help them to process any claims on Your Vehicle.

The Administrator will not share Your personal information with any third parties without Your permission unless they are required or allowed to do so by law. They will keep Your personal details on file for no longer than is necessary. For full details of how Your information will be used, and an explanation of Your rights, please visit https://www.warrantyadmin.co.uk/privacy.pdf. Hendy Privacy Policy: https://www.hendy.co.uk/privacy-policy.

Platinum Terms & Conditions

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


Section 1

A INTRODUCTION

This document sets out the full terms and conditions of Your plan. 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 Cancellations for Your options.

Your agreement and the services provided within it are not an insurance policy and are not regulated by the Financial Conduct Authority (FCA). It is an Agreement between You and Us to provide the services listed in this booklet.

To maintain coverage under this Agreement You must:

1.Pay each Direct Debit Payment on its due date – see the furtherprovisions under ‘Payment Requirements’, and

2.Submit Your Vehicle for a service during the Maintenance Year–see the provisions under ‘Service Requirements’, and

3.Follow the Maintenance Requirements – see the furtherprovisions under ‘Maintenance Requirements’.

If You do not follow these requirements, then Your cover under this Agreement will be affected.B DEFINED TERMSThe following words will have the following meanings when they appear in bold print in this document.We, Us, Our – The Selling Dealer of the Vehicle and this Agreement as specified on Your Agreement Registration Document.You, Your – The person, partnership or corporate body named on the Agreement Registration Document.Vehicle – The Vehicle identified on the Agreement Registration Document.Administrator – Warranty Administration Services Ltd, whose address is Otago House, Crofton Road, Lincoln LN3 4NL, and who will manage this agreement between You and Us. Warranty Administration Services Ltd is registered in England, company no. 1789994.Agreement Registration Document – Your agreement document that confirms We have accepted Your Vehicle for cover. It provides details about You, Your Vehicle and Your level of cover, when the cover starts and ends, details of the Individual claim limit, Total claim limit, and any excess that You must pay.Mechanical or electrical fault – When a covered part suddenly or unexpectedly does not work in line with the manufacturer’s specification for a reason other than wear and tear, normal deterioration or negligence (that is, as a result of something You or someone else has done or failed to do).Individual claim limit – The total amount We will pay for each individual authorised claim, less any excess that may apply as stated on Your Agreement Registration Document.Total claim limit – The total amount We will pay during the period of the warranty for all authorised claims added together. If this total is reached, We will not pay any more and Your warranty will end.

C MAINTENANCE YEAR:

•For the first year of this Hendy Care Agreement: the yearbeginning on the start date of this Agreement and ending on theday preceding the annual anniversary;

•For subsequent years: a year begins on the annual anniversarydate and ends on the day preceding the next annual anniversary.

D END DATEMeans the date on which Our obligations to You will come to an end. The End Date will be the date shown on the Agreement Registration Document or sooner in the event of You breaching any of the following: ‘Service Requirements’, ‘Maintenance Requirements’ or ‘Payment Requirements’. In any of these events, Our obligations to You will come to an end with immediate effect.E ELIGIBILITYYour Vehicle must:

•Be built to and not be modified outside of UK manufacturer’sspecifications;

•Not be used for hire or reward, commercial use, professionalinstruction, competition or off-road use, motor rally, motorracing, speed or duration tests, track days or any practice forthese events whether they are timed or untimed;

•Not be a vehicle used in public service capacity, for examplewithin the police force, military service or fire service;

•Not be a vehicle with a gross weight of more than 3,500kg.

F PAYMENT REQUIREMENTS

For this Agreement to continue and for You to be able to continue to receive the benefits set out in this Agreement, 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 end this Agreement. We will attempt to contact You using the contact information provided to Us via email, SMS and phone spread over 14 days. If You do not make the missed payment within 14 days from its due date, then this Agreement will terminate.

Your Direct Debit payments will be fixed for the first 12 months.

Your Direct Debit Payment may be subject to an increase or decrease at renewal.

G MAINTENANCE REQUIREMENTS

•It is Your responsibility to ensure that the timing belt is changedin accordance with the manufacturer’s recommendations.

•Engine oil works under extremes to lubricate, cool and protectinternal engine components. It is Your responsibility to usethe Manufacturer’s recommended engine oil. If You need anyassistance, please contact the Manufacturer. Using inferior oil orthe wrong type of oil can cause damage or wear that ultimatelycould cause any damage to mechanical and electrical parts and/or components to be excluded.

•In order for this Agreement to continue You, must follow therequirements above.

H TRANSFER REQUEST

This Agreement cannot be transfered to another vehicle or owner.

Section 2

A SERVICE PLAN


The Service Plan includes:

•Services carried out by Us, the Selling Dealer.•Services in accordance with the recommended servicing schedule and intervals or within each Maintenance Year (whichever is sooner), this includes parts, fluid, labour and VAT.•This Agreement covers the cost of a maximum of 1 service interval per year for the Vehicle. You will be responsible for any additional servicing required during the Period of Cover.

B REQUIREMENTS

In order to maintain coverage under this Agreement each year, You must:

1.Submit Your Vehicle for a service during the Maintenance Year –see the provisions under ‘Service Requirement’ below; and

2.Follow the Maintenance Requirements – see the further provisionsunder ‘Maintenance Requirements’.

C SERVICE REQUIREMENTS

For each Maintenance Year, You must have a Service carried out by Us. The Service must be taken within the Maintenance Year or 12,000 miles if sooner.

D SERVICE PLAN TERMS & CONDITIONS

1.The Administrator acts on behalf of Us in an administrative capacity only, and by accepting this Agreement You, the Customer, agree that You have no financial redress against the Administrator in relation to the Service Plan.2.The Administrator does not guarantee the quality of the Services provided by Us; these are governed by the Our terms of supply of services, for details of which You should consult Us.3.We shall not be obliged to carry out the services detailed above unless all payments due from You under this Agreement have been paid by their due date.4.No services are to be commenced until authorised by the Administrator.5.The Administrator shall be under no obligation to investigate orto ensure the validity of any invoice produced by Us, nor shall the Administrator be responsible to You, the Customer, for any disputes relating to any services performed or any work carried out by Us. You must resolve with Us directly any disputes arising from any services performed or any work carried out by Us.6.Neither We nor the Administrator is under any obligation to send You reminders of the Service Intervals.7.We may terminate this Agreement by written notice if You have committed a breach of this Agreement which cannot be remedied, in which case this Agreement shall terminate immediately; or if capable of remedy, Our notice shall specify the breach and require its remedy and if You have not remedied within 30 days of the receipt of the notice, this Agreement shall terminate immediately.8.You consent to Us making available to the Administrator all personal data supplied by You to Us.9.This Agreement shall be governed by and construed in accordance with the law of England and Wales. Each party agrees to submit to the exclusive jurisdiction of the courts of England and Wales.10.With the sole exception of the Administrator, no person other than a party to this Agreement shall have any rights to enforce any term of this Agreement whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.11.You must keep all receipts and invoices. We or the Administrator may request details of the service history at any time during this Agreement.

Section 3

A WARRANTY – MAINTENANCE AND REPAIR

WHAT IS COVERED?

Depending on the terms, conditions, general exclusions and claim limits shown in this document, Your warranty will cover the cost of repairing or replacing the systems of your vehicle as shown below and that have failed as a result of a sudden or unexpected mechanical or electrical fault. Any part that needs replacing due to wear and tear is not covered.

BRAKING SYSTEM

All parts are covered apart from brake discs, pads, shoes, drums, hoses, cables and pipes.

CATALYTIC CONVERTERS AND CASINGS

These will be replaced if the damage was caused as a result of any covered part failing.

CLUTCH

All parts are covered apart from hoses, cables, pipes and any part which is replaced due to wear and tear.

ELECTRICAL SYSTEM

All parts are covered apart from fuses, batteries, aerials, Bluetooth module, satellite navigation systems and in-car entertainment equipment, heated screens, bulbs and lighting units (including the lens).

ENGINE

All parts are covered apart from auxiliary belts, ignition (HT) leads, spark plugs, oil seals, hoses, cables, pipes, filters, engine mountings and the exhaust system.

ENGINE COOLING SYSTEM

All parts are covered apart from hoses, cables, pipes and any damage caused by corrosion, impact or freezing.

FINAL DRIVE

All parts are covered apart from seals, gaskets, boots, wheels and tyres.

FUEL SYSTEM

All parts are covered apart from turbocharger-system parts, hoses, cables, pipes, filters and any damage caused by using contaminated fuel or the wrong fuel.

HEATING AND FACTORY-FITTED AIR-CONDITIONING SYSTEM

All parts are covered apart from cables, hoses, pipes, unions, seals, filters, belts and vents.

STEERING SYSTEM

All parts are covered apart from boots, hoses, pipes and unions.

SUSPENSION

All parts are covered apart from hoses, pipes and refilling any unit.

TRANSMISSION

All parts are covered apart from seals, gaskets, gear-change linkage, cables and gearbox mountings.

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


EXTRA COVERDepending on the terms and conditions of this warranty, we haveextended your cover to include the following benefits:TURBO SYSTEMUp to £2,000 (including VAT) towards repairing or replacing any factory-fitted turbo-system parts (not including hoses and pipes).SATELLITE NAVIGATION SYSTEMS AND IN-CAR ENTERTAINMENT UNITSUp to £2,000 (including VAT) towards repairing or replacing any factory-fitted satellite navigation systems, in-car entertainment equipment and Bluetooth modules (not including aerials, software and software updates).CAR HIREIf we cannot provide you with a courtesy car, you can claim up to £36 (plus VAT) a day for up to seven days towards the cost of hiring a replacement vehicle. You must contact the administrator to claim this benefit before you hire a replacement vehicle. To benefit from the extra cover:

1.Your vehicle must be at our workshop;

2.The fault must mean that your vehicle cannot be driven; and

3.Your vehicle must be having a repair that the administrator hasauthorised.

You cannot claim car-hire costs for the first 24 hours after the administrator has authorised the costs. The cost of fuel and insurance on the hire vehicle is not covered. Entitlement to this benefit ends after seven days or when the repairs on your vehicle are completed, whichever is sooner.

B GENERAL EXCLUSIONS

1.A mechanical or electrical fault which a qualified engineer appointedby the Administrator thinks could have reasonably existed before thiscover began.

2.Any loss, damage or fault which a qualified engineer appointed bythe Administrator thinks could have been avoided or was totally orpartly caused by a lack of maintenance.

3.Any parts which are not faulty, but which are replaced or reportedduring routine servicing or recommended to be replaced asengineering best practice.

4.Any damage which is due to any type of accident or negligence orcaused by continuing to use the Vehicle when it is obvious there is afault, or using contaminated fuel or the wrong fuel.

5.The gradual reduction in the performance of any part (wear and tear)due to the age or mileage of the Vehicle.

6.Parts that fail or need replacing when they have reached the endof their reasonably expected lifespan due to age or the Vehicle’smileage.

7.Any Vehicle where the speedometer has been interfered with, alteredor disconnected.

8.Any Vehicle owned by a motor trader or garage or associatedcompanies, or by the owners of that motor-trader business or garageor people connected to the owners.

9.Repairs, replacements or alterations not authorised by theAdministrator.

10.Anything caused directly or indirectly by war, riot, revolution or anysimilar event, or by vandalism, theft or attempted theft from theVehicle.

11.Any items that are not covered even if the replacement is neededbecause of the failure of a covered part.

12.Electrical software updates or reprogramming.

13.Parts, including software, which have been modified from themanufacturer’s original specification and any part that fails as a result of those modifications.

14.Water leaking into the Vehicle (including damage to covered partscaused by water leaking in).

15.Failure of parts due to them corroding or seizing up, or any extralabour costs for work that is needed due to parts seizing up orsnapping.

Replacement of drive belts, filters, lubricants, antifreeze and fluids required because of the failure of a covered component is included in this Agreement. If a covered component failure causes damage to another covered component, We will repair or replace that part within the same Individual Claim Limit, 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).C MAKING A CLAIMIf Your Vehicle develops a fault which may result in a claim under this warranty, please bring it to Us. We will deal with the Administrator direct, and You will not have to pay for any work covered by Your warranty (depending on any claim limits and excess that may apply). If for any reason it is not possible to bring Your Vehicle to Us, please contact the Administrator on 01522 513 833 for advice on finding a suitable repairer. You will need to give the garage permission to diagnose the fault, then ask them to call the claims team on 01522 513 833 with the following information when they have confirmed the cause of the fault, but before they start any repairs.

1.Vehicle registration number

2.The current mileage

3.The fault reported

4.Details of the parts that need replacing

5.Information on costs for both parts and labour

Please note: Sometimes We may need You to bring Your Vehicle to Us or Our recommended repairer for a repair covered by Your warranty instead of using Your local garage. In all cases, You are responsible for giving permission to diagnose the fault and You will be responsible for all costs until the Administrator issues an authorisation number. If We accept Your claim, We will pay all reasonable charges for work that was necessary to find the fault (diagnostic charges). The Administrator will issue an authority number on Our behalf for the amount of the claim they agree to (depending on any claim limits and excess that may apply) and are not responsible for paying any claims. D INVOICING AND PAYING AUTHORISED CLAIMSAll invoices should be made out to “Hendy c/o Warranty Administration Services Ltd” as the payment may be delayed or even prevented if it is not. All invoices should be sent to the Administrator’s office by email to wasadmin@warrantyadmin.co.uk. The Administrator will confirm the claim and process to make the payment. If it is not possible for the repairer to email the invoice to the Administrator, they should post a copy to: Warranty Administration Services Ltd whose address is Otago House, Crofton Road, Lincoln LN3 4NL. If You use a garage other than Us, and the repairer insists that You pay for the work up front, You may have to pay the bill and then send it to the Administrator. The Administrator will then process the payment of the amount of any agreed claim (depending on any claim limits or excess that may apply).IMPORTANTRepair work must not begin until the Administrator has agreed the claim. If You do not keep to this condition, You may not be able to make a claim under this warranty.

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY

E CONTACT DETAILS


Claims phone number: 01522 513 833

Email: wasadmin@warrantyadmin.co.uk

Postal address:

Claims Department, Warranty Administration Services Ltd Otago House, Crofton Road, Lincoln LN3 4NL

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 assessed 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.

F 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:

a)Examine and photograph the Vehicle;

b)Obtain an expert assessment, the result of which will be bindingon all parties;

c)Nominate another Agent/repairer.

If, following specific arrangements for inspection, and through no fault of Ours, the assessor cannot inspect it, for example, because the Vehicle is not available, then We reserve the right not to provide the Repair.

G WARRANTY TERMS & CONDITIONS

1.Authorisation: Repairs must not be carried out without the Administrator’s permission.2.Service requirements: You must have the Vehicle serviced in line with the recommendations during the period of this agreement. If You do not follow the recommended service schedule or maintain the Vehicle as recommended, or You fail to keep the Vehicle insured, taxed and with a current MOT certificate, cover under this warranty will not apply and We will be entitled to end this Agreement immediately. To help You maintain cover, We will allow You a 1,000-mile or 30-day extension (whichever is sooner) from the recommended service schedule. If We do not carry out the servicing, it is important that You keep all receipts from the garage that does carry it out, as the Administrator will need to inspect these if You make a claim. Without proof of servicing, You may not be able to make a claim.3.Limiting damage: You, or the driver, must take all reasonable steps to avoid loss or damage. This includes repairing all faults that You know about whether they are covered by this warranty or not. If You continue to use the Vehicle after it becomes apparent that there isa fault, and this use causes further damage that could have been avoided, the warranty will not cover any of the repair costs.4.Diagnostic charges: You are responsible for giving permission to diagnose the fault, and You will be responsible for all costs untilthe Administrator issues an authorisation number. If We accept Your claim, We will pay all reasonable charges for work that was necessary to find the fault.5.Design faults and recalls: If any of the Vehicle’s parts has a design fault or is recalled by the manufacturer, that part is not covered.6.Geographical limits: This warranty is valid in the United Kingdom.7.Rates for refunding costs: We will not pay more than the UK manufacturer’s list price for parts (We may need non-genuineparts to be used) and We will pay labour time in line with the recommended repair times. If Your Vehicle is repaired by anyone other than Us, We will pay labour rates up to the Maximum

8.Multiple items: If You or the repairing garage reports more than onefailed part or fault at the same time, the Administrator will deal withthem as one claim.

9.Inspecting the Vehicle and its parts: The Administrator has the rightto have the Vehicle or any part inspected by a qualified engineer toidentify the cause of the fault before they authorise repairs.

10.Governing law: The laws of England and Wales will apply to thisagreement and the English courts will deal with any disputes relatingto or arising in relation to this agreement.

11.Legal rights: Nothing in these conditions will reduce Your legal rightsrelating to goods that are faulty or that have not been describedaccurately. For more information about Your legal rights, contactYour local trading standards department or citizens advice bureau.

12.Administration of this agreement:

1.This warranty is an agreement between You and Us for the covershown in this document.

2.The Administrator acts on Our behalf to manage this Agreementonly. By signing this Agreement, You agree that You can make nofinancial claim against the Administrator under the warranty.

13.Misinformation: When applying for this Agreement or submitting arequest, You or anyone acting on Your behalf must take reasonablecare to answer all questions honestly and to the best of Your/their knowledge. Failure to do so may affect the validity of YourAgreement, the provision of services or the payment of Your Repair.

14.Telephone calls: Any calls made in connection with Your Agreementmay be monitored as part of training and quality assuranceprocesses.

Section 4

A DOORSTEP ASSISTANCE, BREAKDOWN ASSISTANCE AND NATIONWIDE RECOVERY

We have employed GenAssist, a leading supplier of rescue and recoveryservices, to deliver this service on our behalf.

Please note that You are enrolled as a member of the Hendy recovery scheme and not as a direct member of GenAssist.

We are here to support You through every journey in Your car and are delighted to provide You with:

•24/7 emergency helpline service.

•UK nationwide rescue and recovery.

•Help and guidance in dealing with mechanical breakdown issues.

•Support from a UK team who have Your best interests at heart.

B BREAKDOWN ASSISTANCE IN THE UK, CALL 0808 144 1755.

What’s included:

1.Doorstep Assistance: Help when You have broken down at home orwithin a 1/4 mile of it. If GenAssist can’t arrange a prompt repair,GenAssist will take You and Your car to the nearest garage, Yourhome or another local destination.

2.Breakdown Assistance: Help when You have broken down morethan a 1/4 mile from Your home. If Your car cannot be fixed at theroadside, GenAssist will take You and Your car to the nearest garage,Your home or an alternative local destination.

3.Nationwide Recovery: Help following a breakdown at the roadside.If GenAssist can’t arrange a prompt repair, GenAssist will transportYou, Your car and Your passengers to Your home, a garage oranother mainland UK destination.

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


C EUROPEAN COVERWe have extended your cover to include travel in certain European countries. If You plan on driving abroad, please go to www.gen-assist.co.uk/europe for important information that You must read BEFORE TRAVELLING to make sure it is the right level of cover for you. Before You start Your journey, please verify Your GenAssist European membership by calling 01522 515 603. If You break down whilst travelling in Europe, please call 00 800 42 43 24 44 for assistance.D RECOVERY TERMS & CONDITIONS OF SERVICE

1.This is an agreement between You, the customer, and Us, Hendy,with services carried out on Our behalf by GenAssist.

2.GenAssist cover applies to the vehicle registered.

3.GenAssist is available for cover on vehicles up to 3,500kg grossvehicle weight.

4.GenAssist is designed as an emergency breakdown facility; anytemporary repairs carried out by the operator to mobilise the vehiclemust be followed up as soon as practicable with a permanent repair.

5.GenAssist does NOT cover attendance after an accident or followinga breakdown which is the result of fire, theft or an act of vandalism.

6.GenAssist does NOT cover ferry and toll fees, taxi fees, vehiclestorage charges, any charges made to return the vehicle to thehighway, vehicles immobilised by snow, flood or water, and the costof replacement parts, fuel, oil, keys, etc.

7.GenAssist will NOT provide service for breakdowns that occurredbefore the agreement start date.

8.GenAssist will NOT provide service where the vehicle does not havea valid MOT or a current road fund licence.

9.GenAssist will NOT provide assistance where the breakdown hasbeen caused by anything that is being towed by the registeredvehicle (including a trailer, caravan or horse box).

10.GenAssist will NOT attend a vehicle that is still mobile and is safeand legal to drive.

11.GenAssist will NOT provide assistance for the registered vehicleif it is unattended.

12.GenAssist will NOT provide unaccompanied recovery for theregistered vehicle.

13.For terms and conditions relating to travel in certain Europeancountries, please go to: www.gen-assist.co.uk/european.

Section 5

GENERAL TERMS & CONDITIONS

This Agreement does not cover any repairs in the following circumstances:

1.Non-compliance with the conditions detailed in this Agreement;

2.Any failure of parts or breakdown caused by lack of normal andproper use or care, including the incorrect use of fuel or grade of oil;

3.Any act, omission or negligence by You (or any user of the Vehicle),which adds to the loss or damage;

4.Water ingress, fire, collision, frost, snow, ice, flooding, freezing orcorrosion;

5.The failure or breakdown of a part which is under anymanufacturer’s or supplier’s warranty;

6.Any failure of parts which have reached the end of their normalworking lives because of age or mileage (as confirmed by anassessment by an independent engineer as arranged by theAdministrator);

7.Any parts which have not actually failed to perform their normalfunction, including but not limited to timing belts that are replaced aspart of another job;

8.Exhaust emission MOT failures;

9.The cost of repair to components not listed under this Agreement;

10.Any failures which are the result of carbon build-up, except whenYour Vehicle is under 10 years old (beginning from date of firstregistration with DVLA) and the odometer reading is under 100,000miles;

11.Losses that occur as a consequence of a failure of an includedcomponent (examples are, but not limited to, alternativetransportation cost, costs associated with a disrupted journey,prepaid accommodation or transportation, inconvenience or loss ofearnings);

12.The gradual deterioration of Your Vehicle’s performance due to ageand mileage, including, but not limited to, gradual loss of enginecompression requiring the repair of valves or rings and the gradualincrease in the oil consumption due to normal operating functions;

13.Design or existing faults – parts being subjected to recall by themanufacturer or parts which fail as a result of inherent design faultsor parts that require modification or replacement which is or hasbeen recommended by the manufacturer or faults which existedbefore You entered into this Agreement;

14.Dismantling – We will not pay for any stripping down of the parts todetermine the cause of the failure of parts or breakdown unless Weaccept the repair request;

15.Accidental damage – the costs relating to losses normally includedunder a road risks insurance policy or losses resulting from anaccident to the Vehicle;

16.Failure of a covered component that causes damage to anothercovered component is not included if it is reasonable for Us toconclude that further damage has been caused by Your failure totake preventative steps or to notify Us after the initial failure of acomponent (for example, the Vehicle being driven with a defectivepart) and any loss arising from: excluded parts, incorrectly fittedparts, insufficient servicing, faults present at purchase;

17.Vehicle use – this Agreement is not valid for Vehicles which arealtered or modified from the manufacturer’s original specification, orare raced, rallied, track days (timed or untimed), used in competition,or for hire or reward; are beneficially owned by a company or personinvolved in the business of Vehicle repair, servicing or dealership orby an employee of such a company or person;

18.Your agreement is limited by the mileage you travel in your vehicle.Unless agreed by us, the mileage limitation applicable to youragreement is 12,000 per annum.

19.The laws of England and Wales will apply to this agreement andthe English courts will deal with any disputes relating to or arising inrelation to this agreement.

Section 6

CANCELLATIONS

You can cancel this Agreement at any time. If you do wish to cancel, You must contact the Administrator:

Tel: 01522 515 603

Email: wasadmin@warrantyadmin.co.uk

If You cancel this Agreement within 14 days, no fees will apply.

If You cancel this Agreement after 14 days, you will receive a refund of the payments made towards your next year’s coverage, less an administration fee of £30.

In the event that all payments have been received by Us within the previous year, your right to receive the benefits set out under this Agreement will continue until the end of the upcoming maintenance year.

Section 7

TERMINATION

Your Agreement will end on the occurrence of any of the following:

•If You do not comply with the Requirements set out in this document;

TERMS AND CONDITIONS

WARRANTY | SERVICE PLAN | RECOVERY


or

• If You sell or transfer Your Vehicle to a motor retailer or trader; or

• If You cancel this Agreement; or

• This Agreement has reached its End Date.

Section 8

COMPLAINTS

We are committed to providing a quality service to all Our customers. When something goes wrong, You need to tell Us about it. This will help Us to improve Our standards.

If You have a complaint, please visit our ‘Complaints Procedure’ page (https://www.hendy.co.uk/complaints-procedure/) on our website where you will find a step-by-step guide to making a complaint.

If We cannot resolve Your complaint within eight weeks, You may refer Your dispute to the Motor Ombudsman Service. This service is free to use. Their consumer helpline is available on 0345 241 3008 or You can visit their website at www.themotorombudsman.org.

Section 9

DATA PROTECTION

We take Your privacy very seriously, and We will share only limited information about You with the Administrator so they can manage this Agreement on Our behalf. We will share all the information on this document and any other information that will help them to process any claims on Your Vehicle.

The Administrator will not share Your personal information with any third parties without Your permission unless they are required or allowed to do so by law. They will keep Your personal details on file for no longer than is necessary. For full details of how Your information will be used, and an explanation of Your rights, please visit https://www.warrantyadmin.co.uk/privacy.pdf. Hendy Privacy Policy: https://www.hendy.co.uk/privacy-policy.