Unexpected things can happen to a vehicle during a contract, so the following questions and answers are your guide to handling the most important 'what ifs'. We also promise to be there to help you deal with them as quickly and as painlessly as possible.

What if...

• The vehicle breaks down?
• The vehicle suffers some wear and tear?
• The vehicle needs servicing and maintenance?
• A window or windscreen is damaged?
• The vehicle needs new tyres, battery or exhaust?
• You need a replacement vehicle?
• The vehicle needs to be driven abroad?
• The vehicle needs a new tax disc?
• The vehicle needs an MoT inspection?
• The vehicle is stolen?
• The vehicle is involved in an accident?
• The vehicle is written off?
• You receive a traffic offence or parking notice?

My vehicle breaks down?

Breakdown cover is provided free of charge by the car manufacturers with all new cars for the first 12 months.

Additional Breakdown cover is an option available with our contract packages and can be included at a competitive rate.

Emergency numbers are included in your Driver Handbook.

My vehicle suffers some wear and tear?

We expect normal wear and tear. We also advise you to fulfil your responsibility to take proper care of vehicles throughout the contract since you will be charged at the end of your contract for any damage beyond normal wear and tear.

It is your responsibility to check your engine oil between servicing.

A vehicle needs servicing and maintenance?

If service and maintenance is included in your contract, please call the maintenance telephone number in your Driver handbook to arrange to have the vehicle collected, serviced and returned at your convenience.

If service and maintenance is not included in your contact, all work must be carried out by an approved repair centre.

A window or windscreen is damaged?

Glass replacement is not included in your contract. Check with your fleet manager as your company may have screen replacement/repair arrangements through your motor insurer.

A vehicle needs new tyres, battery or exhaust?

We will pay if they need replacing because of fair wear and tear or faulty manufacture on a maintenance contract.

If you have a full maintenance contract, we will pay for tyres to be replaced when they reach 2mm tread depth or below - the UK minimum is 1.6mm.

If you have a puncture and it can be legally and safely repaired, this will be charged at cost. If the tyre cannot be safely repaired following a puncture then you will be charged for the difference between the current tread depth on the tyre and the legal tread depth.

I need a replacement vehicle?

Dependant on the type of contract you have a relief vehicle may be included.

We cannot provide free replacement vehicles in the event of theft.

During office hours (Mon-Fri 8am - 6pm, Sat 8.30am-12.30pm) we aim to supply replacement vehicles anywhere in the UK mainland within two hours of your request. (Some prestige vehicles and vans sometimes take a little longer).

Every replacement car arrives with a full tank of fuel. We advise you to return it with a full tank of fuel to avoid being charged for any shortfall.

If your contract does not include vehicle replacement, we can offer you a wide range of Daily Rental vehicles at preferential rates.

A vehicle needs to be driven abroad?

You must ensure that the vehicle is covered by suitable insurance and rescue assistance.

You must also have a valid form VE103, Vehicle On Hire Certificate, To obtain a certificate please refer to your Driver Handbook for the Travelcare telephone number.

A vehicle needs a new tax disc?

We supply tax discs, officially called road fund licences, for the duration of the contract. We send them out automatically in the month before the renewal date. The cost of the additional tax discs is included in the contract. However, if any government tax increases will be invoiced to your account, and any government tax decreases will be credited to your account.

A vehicle needs an MOT inspection?

We will give you advance warning when the first MOT is due. You must arrange for the inspection to be carried out by one on our approved agents. The cost of the MOT test is included if the vehicle is covered by a maintenance contract.

A vehicle is stolen?

Report the theft to the police immediately then notify us by phone or email.

A vehicle is involved in an accident?

You must inform us immediately of any incident by phone or email.

What if a vehicle is written off?

Let us know straight away of any incidents that renders your vehicle unroadworthy and tell your insurers that the vehicle is on contract.

If your insurer's final offer falls short of the written-down value of your vehicle at the date of the accident, we'll advise you of this before you accept since you will be invoiced for the shortfall.

You can protect yourself at the start of your contract against this eventuality by taking out GAP insurance.

I receive a traffic offence or parking notice?

Fines must be paid promptly.

If the fine is unpaid, the police or local authority will contact the finance house for payment; the notice will be passed on to the hirer.

Should the fine continue to be unpaid, it will be paid by the finance company and recharged to your company with an additional administration fee.

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