This document, its Schedules together with your Hire Agreement and Insurance Policy set out:

Transcription

1 Volvo Car UK Limited This document, its Schedules together with your Hire Agreement and Insurance Policy set out: your legal rights and responsibilities; our legal rights and responsibilities; the legal rights and responsibilities of our partners; and certain key information required by law. In this letter and its Schedules: 'this contract' means this letter and its attached Schedules; 'We, us or our means Volvo Car UK Limited; 'Volvo Car Financial Services' or 'VCF' means Santander Consumer (UK) PLC trading as Volvo Car Financial Services; 'Volvo Car Insurance' means Original Insurance Services Ltd trading as Volvo Car Insurance; 'Volvo' means the vehicle described in Schedule 1 (Care by Volvo Summary) of this letter and all component parts, accessories, additions, alterations and replacement parts, log book and records and any relief vehicle if applicable; and You or your means the person buying services from us. If you don t understand any of this contract or the enclosed Hire Agreement or Insurance Policy and want to talk to us about it, please speak with our Care by Volvo specialist or contact us by: carebyvolvolondon@volvocarslondon.co.uk (Monday to Friday 08:30 to 18:00 and Saturdays 08:30 to 17:30 (excluding UK bank and public holidays)); and telephone: (Monday to Friday 08:30 to 18:00 and Saturdays 08:30 to 17:30 (excluding UK bank and public holidays)). We may record calls for quality and training purposes. You will be charged no more than the basic rate. ABOUT CARE BY VOLVO We have partnered with Volvo Car Financial Services and Volvo Car Insurance to provide you with a comprehensive motoring package relating to your new Volvo. Your Care by Volvo package provides you with: hire and servicing of your new Volvo; comprehensive motor insurance for your new Volvo; and access to a range of services, all for one advance rental followed by 23 monthly rentals (as set out in the Hire Agreement). A summary of all the services contained within your Care by Volvo package is set out in Schedule 1 to this letter.

2 Please note: Care by Volvo is a package which is provided by us and our partners. It comprises the following three legally binding contracts (each of which is contained in this pack and each of which you will be asked to sign to evidence acceptance of their terms): a vehicle hire agreement between you and Volvo Car Financial Services: the terms and conditions of which govern your hire of the Volvo from, and the servicing and maintenance of the Volvo by, Volvo Car Financial Services (the "Hire Agreement"); an insurance policy between you and Volvo Car Insurance: the terms and conditions of which govern the provision of insurance in respect of the Volvo and any replacement vehicles you use when you utilise the Volvo Car Exchange we provide (the "Insurance Policy"); and the contract between you and us for the provision of the services described in the Schedules to this letter: the terms and conditions of which govern the provision of the Care by Volvo services by us. This letter forms part of this contract only. In the event you are unsatisfied with the services you receive from one of the partners, then we will help to try and resolve your concerns. However, ultimately each partner is responsible to you for the services that partner provides. We are not legally responsible to you for the insurance provided to you by Volvo Car Insurance or in relation to the vehicle hire arrangements you have with Volvo Car Financial Services. If you are unsatisfied with the services and wish to complain, the contact details for each partner are set out in Schedule 1 (Care by Volvo Summary) to this contract. * Additional charges may be incurred by you in relation to the Volvo Car Exchange (for example should you cancel the service without giving the prescribed amount of notice). Our price list set out in Appendix 1 to Schedule 2 sets out a full list of additional charges you may incur. As set out in Clauses 8.9 to 8.13 (Payment the Additional Charges) of the Terms and Conditions in Schedule 3 to this letter, these additional charges will be invoiced by us separately to the monthly rentals and you must pay them directly to us (they will not be included within the monthly direct debit). HOW LONG DOES THE PACKAGE LAST? Your Care by Volvo package is for a fixed period of 24 months, starting on the commencement date set out in Schedule 1 (Care by Volvo Summary) to this contract and ending on the expiry date set out in Schedule 1 to this contract. HOW YOU CAN END THIS CONTRACT? You or we may end this contract as set out in Clause 14 (End of the Contract) of the Terms and Conditions in Schedule 3 to this letter. Please note: as Care by Volvo is provided as a complete package of services, if one aspect is terminated all aspects will terminate (for example, if you or we terminate this contract in accordance with its terms, the Hire Agreement and the Insurance Policy will also automatically terminate).

3 SCHEDULE 1: CARE BY VOLVO SUMMARY 1. VEHICLE Volvo Model Vehicle Registration Number Vehicle Identification Number (VIN) / Chassis number Delivery Date 2. VOLVO HIRE, MAINTENANCE & SERVICING Service Description: Service Provided by: 24 month personal contract hire with ancillary servicing and maintenance package Santander Consumer (UK) PLC trading as Volvo Car Financial Services Pursuant to: A Hire Agreement regulated by the Consumer Credit Act 1974 entered into by you and Volvo Car Financial Services in relation to the Volvo vehicle. Address: Volvo Car Financial Services, One Central Boulevard, Blythe Valley Park, Solihull, West Midlands B90 8BG Telephone: Contact details: customerservices@volvocarcontracthire.co.uk Further information on how you can make a complaint in relation to the Hire Agreement is set out in clause 17 (Complaints and queries about this agreement) of the Hire Agreement.

4 3. VEHICLE INSURANCE AND WINDSCREEN REPLACMENT Service Description: Comprehensive car insurance for your Volvo and each Loan Car. For full terms, conditions and exclusions, please refer to your insurance policy documentation. Original Insurance Services Ltd. Service Provided by: Pursuant to: For full details about your policy and the insurer, please see your insurance policy documentation. A Volvo Car Insurance Policy Address: Customer Satisfaction Manager Volvo Car Insurance Batchworth House Church Street Rickmansworth Hertfordshire WD3 1JE Contact details: Telephone: complaints@originalinsurance.co.uk Our offices are open (and we'll be happy to talk to you): Monday to Saturday 08:30 to 18:30. Further information on how you can make a complaint in relation to the Insurance Policy is set out in the "How to make a complaint" section of your Annual Motor Insurance Policy Document. 4. CARE BY VOLVO SERVICES Service Description: Care by Volvo Concierge Service: Access to a Care by Volvo specialist to help you with your car journey (such as obtaining directions, restaurant or hotel bookings), booking your Volvo annual service or Volvo Car Exchange. See Part 1 of Schedule 2 for further details relating to this service.

5 Volvo Car Exchange: Provision of a different Volvo vehicle instead of your Volvo for up to 14 days per year. See Part 2 of Schedule 2 for further details relating to this service. Inclusive Data SIM: A data SIM card for use in the Volvo. See Part 3 of Schedule 2 for further details relating to this service. Service Provided by: Pursuant to: Volvo Car UK Limited (or its approved subcontractors) This contract (the covering letter and its attached Schedules). Address: VCUK Customer Relations Volvo Car UK Limited Scandinavia House Norreys Drive Maidenhead Berkshire SL6 4FL Telephone: Contact details: We may record calls for quality assurance training purposes, fraud prevention and compliance. You will be charged no more than the basic rate. custcare@volvocars.com Our offices are open (and we'll be happy to talk to you): Monday to Friday 08:30 to 17:30 (excluding UK bank and public holidays) 5. Key terms of the contract between you and us: Duration of Contract: Commencement Date: Expiry Date: Care by Volvo Charges: 24 months The date stated as the "Date of this agreement" in the final box on page 2 of the Hire Agreement. The day before the second anniversary of the Commencement Date. The amounts identified as the Care by Volvo Charge in the Hire Agreement, which shall

6 comprise one advance payment and 23 subsequent monthly payments The Care by Volvo Charges do not include the Hire Charge (covering the hire of the Volvo) or the Services Charge (covering the servicing and maintenance of the Volvo) both of which are identified in the Hire Agreement and which are due to Volvo Car Financial Services. Additional Charges: The charges set out in our price list attached at Appendix 1 to Schedule 2 which you may be required to pay in addition to the Care by Volvo Charges.

7 SCHEDULE 2 The Services Part 1: Care by Volvo Concierge Service 1 SERVICES 1.1 The Care by Volvo Concierge Service comprises: Send to Car: we will send your destination to your Volvo (or the Volvo Car Exchange vehicle's) satellite navigation system. Please note that we are not responsible to you for any delays or any costs incurred by you as a result of any delays on your route. Travel: we will arrange the following on your behalf: (i) (ii) (iii) (iv) (v) (vi) (vii) (viii) Car Hire in the UK and abroad reservation*, options and prices Flights flight times, availability and prices Hotel reservation*, reviews, availability and price Airport Parking options and prices Airport Lounge options and prices Trains options, times and prices Taxi / Chauffeur reservation*, options and prices Traffic current real time traffic information. We are not responsible to you for any delays or any costs caused by delays on your route. Social: we will arrange the following on your behalf: (i) (ii) Restaurant reservation*, reviews; Cinema / Theatre / Concerts / Sporting Events information and availability; (d) Personal: (i) Other Appointments we can assist with reserving, modifying or cancelling your personal appointments, for example a hair dresser appointment*. (e) Booking your Volvo Car Exchange Vehicle: we will arrange the booking of your Volvo Car Exchange vehicle. We can also modify existing requests or cancel your bookings. (Subject to the terms and conditions of the Volvo Car Exchange (see Part 2 of this Schedule 2 for details).)

8 (f) Service booking: we will arrange the booking in of your Volvo for servicing and repair. We can also modify and cancel existing bookings. (Please note that the provision of servicing and repair of your Volvo is subject to the terms and conditions of the Hire Agreement). *Subject to availability. Please note that we cannot make bookings or reservations that require a payment or handling of your credit/debit/charge card details or your passport number. You are responsible for any charges that may occur from late arrival, late cancellation or no-show for any bookings or reservations. We will use pre-agreed services and partners for providing the concierge services set out in this Part 1 of Schedule 2. We cannot guarantee the prices or the accuracy of information provided by third party sources. 1.2 The Care by Volvo Concierge Service is available to you when you are driving the or a Volvo Car Exchange vehicle within the UK or Continental Europe. We cannot guarantee all of the services listed in paragraph 1.1 above will be available when you are driving in Continental Europe. For the purposes of this paragraph 1.2, "Continental Europe" means Andorra, Austria, Belgium, Bulgaria, Bosnia and Herzegovina, Croatia, Cyprus (Greek Territory only), Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia (limited to a 31 mile radius from the external ring of the following cities: St Petersburg, Moscow, Rostov on Don, Togliatti and Perm), San Marino, Serbia, Slovakia, Slovenia, Spain (including Balearic Islands but excluding Canary Islands), Sweden, Switzerland and Turkey. 2 HOURS OF OPERATION You may contact the Care by Volvo Concierge Service between 07:00 and 21:00 (UK time) Monday to Sunday. 3 HOW TO CONTACT THE CARE BY VOLVO CONCIERGE SERVICE You can contact us by: pressing the "Volvo On Call" button in your Volvo; calling us: (i) (from the UK) on: ; and (ii) (from outside the UK) on: If you call us, please select the Care by Volvo Concierge Service option and our Volvo On Call team will verify your eligibility for the Care by Volvo Concierge Service. Your calls to us may be recorded. This will assist us in confirming details of a call that may be incomplete or unclear. The call recordings may be used for quality assurance, training, fraud prevention and compliance purposes.

9 Calls will be charged at your carrier's prevailing rate. 4 USING THIS SERVICE 4.1 We will confirm: all requests for information and bookings (including modifications or cancellations to existing bookings) which we receive from you; and all information and bookings (including modifications or cancellations to existing bookings) we make for you on your behalf, via to the address which you provide to us for this purpose. We will check with you at the start of the booking process that we continue to hold the correct contact details for you. 4.2 All information and bookings (including modifications to existing bookings) requested are subject to availability. We cannot guarantee that particular information is available or that a booking can be made (whether at all or at the date/time requested), but will do our best to secure the service you have requested. We have no responsibility to you should we be unable to provide certain information or make a particular booking. 4.3 Your use of the Care by Volvo Concierge Service is subject to the following fair use policy: this service is made available to you for your personal use by you and any Approved Drivers only. It is in no circumstances to be used for business use or for other commercial gain. we do not limit the number of times you may contact us we are here and happy to help! However, if we feel that you are abusing the service in any way we may contact you to discuss this and ask you to modify your use. If you continue to act in a way which we consider to be an abuse of the service, we may suspend your access to this service or terminate this contract as set out in paragraph 4.4 below. 4.4 We may, in our absolute discretion, suspend your access to the Care by Volvo Concierge Service or terminate this contract pursuant to Clause 14.2(g) (End of the Contract) of Schedule 3 (General Terms and Conditions) if you do not comply with paragraph 4.3 above. Information Only Services Paragraph 4.5 applies to our information only services (i.e. any of the services listed in paragraph 1 above where we do not make a booking on your behalf). 4.5 We will make every effort to ensure the information we provide to you is accurate. However, we are reliant on third party sources for the information we provide and cannot guarantee that the information will be accurate in all cases. In particular, prices and availability are subject to change the prices and options we give you may not be available when you come to book the relevant service.

10 Bookings Paragraphs 4.6 to 4.12 apply where we make a booking with a third party supplier on your behalf. 4.6 Basis on which we act: When we make a booking for you, we do so as your agent on your behalf. That means that: you will have a direct contract with the third party supplier for the services they have agreed to supply. We are not responsible to you for the services which a third party supplier has agreed to supply to you and we are not responsible to that supplier should you not adhere to key terms (such as payment). you will be bound by the supplier's terms and conditions which form part of that contract. We will provide you with a copy (which may be via a link to a website) of these terms and conditions before we confirm that we have made a reservation on your behalf. the supplier's terms and conditions are likely to include provisions around cancelling and modifying your booking (which may require you to pay additional fees should you arrive late, fail to show up or otherwise change or cancel your booking). You will be required to pay any such fees direct to the supplier in the event you (or we, acting on your behalf) cancel or modify the booking. 4.7 Information you provide and checking your booking You are responsible for: ensuring the information you supply to us is true and accurate; and checking the details of any bookings or reservations we have made on your behalf. You should contact us as soon as you notice any errors contained in the confirmatory s we send to you / any booking information we send to you. We will liaise with the relevant supplier to correct any errors you identify and will be responsible for any errors which are our fault (for example where the information set out in our initial confirmatory has not been correctly replicated when we make a booking). However, you may be subject to the supplier's modification and cancellation policy (and subject to additional fees) where an error is due to incorrect information which you have supplied. 4.8 Changing or cancelling your booking: You must contact us or the relevant supplier should you wish to cancel or modify an existing booking. We may refuse to make bookings for you if you regularly arrive late, fail to show up and/or fail to comply with a supplier's cancellation or modification policy.

11 4.9 Documents: We will send you any documents we receive in relation to your booking electronically via the address you provide us for this purpose. You should keep all documents relating to your booking safe Payment: We will never take a payment from you in order to secure a booking. That may mean that the particular booking is more expensive (some suppliers offer a cheaper rate where a payment is made at the time of the booking). Where this information is available we will tell you if this is the case before we confirm the booking in question and you can decide whether you wish to proceed or whether you wish to make the booking yourself. Travel 4.11 The travel options we provide as part of the Care by Volvo Concierge Service (in particular booking of car rental and hotel rooms) will never be offered as a package. We can only offer to reserve rooms and car hire as separate items under separate contracts (and these will always be priced separately) between you and the third party supplier. That means that certain protections (particularly financial protections) which are offered where bookings are made on a package basis will not be available to you We do not hold an ATOL licence and any hotels and car hire bookings you make through us may not be ATOL protected.

12 Part 2: Volvo Car Exchange 1 INTRODUCTION 1.1 In this Part 2, "Year" means the period of 12 months commencing on the Commencement Date and on the anniversary of the Commencement Date and ending on the day before each successive anniversary of the Commencement Date. 1.2 During the term of this contract, you may exchange your Volvo for an alternative Volvo vehicle for up to 14 days per Year, on no more than seven separate occasions (i.e. there is a minimum hire period of 2 days per booking) in accordance with the provisions of this Part 2 of Schedule The alternative Volvo vehicle and its accessories (the Loan Car ) will be made available to you as a temporary replacement to the Volvo. Upon delivery of the Loan Car in accordance with paragraph 3 (Delivery and Collection) below, the Volvo will be securely stored by us until the agreed collection time of the Loan Car (at which time we will return the Volvo to you at the agreed collection location for the Loan Car). 1.4 Your possession and use of the Loan Car is covered by the insurance on the same terms as the Volvo as set out in the Insurance Policy. It is important that you read the Insurance Policy carefully to understands what is and is not covered under that agreement (and what you are therefore responsible for should cover not be available). You acknowledge and agree that the insurance cover provided under the Insurance Policy may not be available if you do not comply with the provisions of the Insurance Policy and/or this contract but you will still be liable to us if you fail to comply with the provisions of this contract. 1.5 The Loan Car may be driven by: you; or any other person who is identified in the 'person or classes of person entitled to drive" section of the Certificate of Motor Insurance section of the Insurance Policy (an "Approved Driver"). 1.6 You will be in breach of this contract if you allow anyone who is not an Approved Driver to drive the Loan Car and you will be responsible for any consequences that may arise as a result. 1.7 All drivers (including any Approved Drivers) must provide a current Share My Driving Licence 'check code', in accordance with paragraph 7 (Licence Checks) below, before we will agree to provide you with a Loan Car. 1.8 We are responsible for ensuring the Loan Car is taxed and has a current Department of Transport (MOT) test certificate. 1.9 For the purposes of the Volvo Car Exchange, our contact details are: Address: Volvo Cars North London

13 The Hyde Edgware Road London NW9 6NW Telephone: We may record calls for quality assurance training purposes, fraud prevention and compliance. You will be charged no more than the basic rate. Our offices are open (and we'll be happy to talk to you): Monday to Friday 08:30 to 18:00 and Saturdays 08:30 to 17:30 (excluding UK bank and public holidays) 2 BOOKINGS AND CANCELLATIONS 2.1 All Loan Car reservations must be made via the Care by Volvo Concierge Service (see paragraph 3 (How to Contact the Care by Volvo Concierge Service) of Part 1 (Care by Volvo Concierge Service) of this Schedule 2). We require at least three working days' (being Monday to Friday, excluding bank and public holidays in the UK) notice for all such bookings. 2.2 Subject to paragraph 2.3 below, we will only be required to provide you with a Loan Car once we have sent you a confirmatory setting out: the period of hire, including: (i) (ii) the date and time at which we have agreed to deliver the Loan Car to you (or made it available for you to collect from us); and the date and time at which we have agreed to collect the Loan Car from you (or for you to return the Loan Car to us), (the "Hire Period"); (d) (e) the address to which we will deliver the Loan Car at the start of the Hire Period (which must be within the M25), or where you wish to collect the Loan Car from us, the address from which you will collect the Loan Car (which shall be Edgware Road, Colindale, London NW9 6NW (unless otherwise stated in our )); the address from which we will collect the Loan Car at the end of the Hire Period (which may be different to the delivery address but must be within the M25), or where you wish to return the Loan Car to us, the address from which you will deliver the Loan Car (which shall be the same as stated in paragraph 2.2 above); the vehicle model; if we have consented to you taking the Loan Car out of the UK and, if so, the countries we consent to you taking the Loan Car; and

14 (f) any accessories (such as child seats) we have agreed to supply with the Loan Car, the "Confirmatory ". 2.3 All reservations are made subject to the availability of the model requested and the satisfactory completion of the licence checks in accordance with paragraph 7 (Licence Checks) below. Every effort will be made to supply the model requested, but in the event of it being unavailable, we will endeavour to offer either an alternative model or an upgrade. 2.4 You may modify or cancel your reservation by contacting the Care by Volvo Concierge Service (using the contact details set out in paragraph 3 (How to Contact the Care by Volvo Concierge Service) of Part 1 (Care by Volvo Concierge Service) of this Schedule 2), at any time prior to the agreed delivery time. However, you may be required to pay us the cancellation fee specified in the price list set out in Appendix 1 to this Schedule 2 if you give us less than three working days' notice of your intention to cancel your booking. You will not be charged should you wish to modify your reservation. Please note a change to the start of the Hire Period will be treated as a cancellation and new booking. 3 DELIVERY AND COLLECTION 3.1 Your Loan Car will be: delivered by us to and collected by us from an agreed drop off location within the London Orbital Motorway (the "M25"); or collected by you from and returned by you to Volvo Cars North London, The Hyde, Edgware Road, London NW9 6NW, in either case on the dates and at the times for delivery and collection agreed between you and us and set out in the Confirmatory Where we deliver and collect the Loan Car, such deliveries and collections will take place Monday to Friday (excluding bank and public holidays in the UK) between the hours of 10:30 and 15: Where you collect and return the Loan Car from/to us, we can accept collections and deliveries Monday to Friday between the hours of 10:30 and 15:30 (excluding Christmas Day, Boxing Day and New Year's Day). 3.4 You (or an Approved Driver) must be available to inspect the Loan Car with us and sign: a delivery condition report when we deliver the Loan Car to you (or you collect it from us); and a collection condition report when we collect the Loan Car from you (or you return it to us). 3.5 By signing the report pursuant to paragraph 3.4 above (the "Delivery Condition Report"), you are accepting the description of the Loan Car's condition as at the time of its delivery to

15 you, as stated in that document. You will be liable for any changes in the Loan Car's condition during the Hire Period in accordance with the provisions of this Part 2. Any changes to the conditions of the Loan Car during the Hire Period will be documented in the collection condition report which you will be required to sign pursuant to paragraph 3.4 above (the "Collection Condition Report"), 4 YOUR OBLIGATIONS 4.1 The provisions of clauses to 5.2.4, clause and clause (Your Obligations) and clauses 6.1 and 6.2 (Insurance) of the Hire Agreement shall apply to this contract, save that all references to: 'the vehicle' shall be read to mean the Loan Car; 'us' and 'our' shall be read to mean us, Volvo Car UK Limited; and 'this agreement' shall be read to mean this contract, this means that the rules which apply to your use of the Volvo also apply to your use of the Loan Car. If you have any questions or queries as to what your obligations are in relation to the Loan Car, please contact us as we are here to help. You can find our contact details in paragraph 1.9 above. 4.2 You will: (d) be responsible for any loss or damage to the Loan Car from the date of delivery until the date of collection (or return) even if it is not your fault; subject to fair wear and tear, return the Loan Car to us in the same condition as it was at the start of the Hire Period (as documented in the Delivery Condition Report); and (where we have agreed to collect the Loan Car from you) make the Loan Car, its keys and any accessories available for collection by us by the collection date and time specified in the Confirmatory ; or (where you have agreed to return the Loan Car to us) return the Loan Car, its keys and any accessories to us by the return date and time specified in the Confirmatory You will not: smoke in the Loan Car or allow anyone else to do so; or remove from the Loan Car any items or equipment which belong us. 4.4 If you do not comply with your obligations set out in paragraphs 4.1 to 4.3 above, you may be required to pay to us the damages charges set out in the Appendix 1 to this Schedule 2. Nothing in this paragraph 4.4 will limit our right to claim damages from you in respect of any breach of your obligations set out in this contract.

16 4.5 You are responsible for making sure that any passengers you carry within the Loan Car comply with your obligations set out in this contract relating to the Loan Car and in particular this paragraph 4. 5 FUEL Your Loan Car will be delivered to you (or made available to you, in the case of collection) with a full tank of fuel. You must ensure that the Loan Car has a full tank of fuel when we collect it or you return it to us. If the Loan Car is returned with less than a full tank of fuel, a levy of 2.00 per litre will be charged (inclusive of administration costs) in addition to the price of the fuel. 6 QUALIFICATION 6.1 You may only exchange the Volvo for a Loan Car if you fulfil the requirements set out in Clause 5.1 (Who May Subscribe to Care by Volvo?) of Schedule 3 (General Terms and Conditions). 6.2 The Loan Car may only be driven by You and Approved Drivers. 7 LICENCE CHECKS 7.1 Prior to making a Loan Car available to you we will: need to take a copy of your driving licence (you can do this by visiting us in our showroom or sending us a copy of your photocard driving licence. Our contact details are set out in paragraph 1.9 above); and complete a driving licence check using the DVLA's online licence check system for each new Loan Car, regardless of the time elapsed since the last replacement. Checks may be required for all drivers (including any Approved Drivers). You will also need to show us your driving licence (photocard and paper counterpart) when we make the Loan Car available to you (either when we deliver it to you or make it available for your collection). We will be unable to release the Loan Car to you without seeing your driving licence. 7.2 We will require the following information from you in order to complete our driving licence checks: a copy of your photocard driving licence (with your driving licence number clearly showing); and a valid DVLA 'check code' (see paragraph 7.3 below on how you can obtain this). 7.3 To complete our checks, you will need to provide a validation of your driving record each time you hire a Loan Car. To do this, you can use the DVLA's online service for viewing and sharing your driving licence (known as Share My Driving Licence) at: This will create a 'check code' which will be valid for 21 days. To obtain your 'check code' you will need:

17 your driving licence; your National Insurance Number; and the postcode on your driving licence. You can also: use GOV.UK Verify ( or call the DVLA on (Monday to Friday 8am to 7pm and Saturday 8am to 2pm) (charges apply: or write to the DVLA at: DACT Team, DVLA, Swansea SA99 1AJ (you will need to state your full name and address, and your driver licence number (or your date of birth if you do not know your driver number)), to access your driving licence information and get a licence 'check code'. 7.4 We reserve the right to refuse to supply a Loan Car should the driver(s) have specific endorsement codes listed on their licence. These codes can be provided upon request. 8 WHAT TO DO IF YOU HAVE AN ACCIDENT OR IF THE LOAN CAR IS DAMAGED, DEFECTIVE OR REQUIRES REPAIR 8.1 If you are involved in an accident whilst driving the Loan Car or damage or injury is caused to someone or something (including the Loan Car) during the Hire Period: you must take the steps set out in the "How to Make a Claim" section of the Insurance Policy; and in addition to contacting Volvo Car Insurance, you must contact us straight away either from the scene of the incident or as soon as practically possible: (i) (ii) using the contact details set out in table 4 in Schedule 1, if the accident, damage or injury occurs during our usual working hours; or via the Care by Volvo Concierge Service, if the accident, damage or injury occurs outside our usual working hours. For the purposes of this paragraph 8.1, "working hours" and "working day" means Monday to Friday 08:30 to 18:00 and Saturdays 08:30 to 17:30 (excluding UK bank and public holidays). 8.2 You may be entitled to a courtesy car for the remaining Hire Period in accordance with the provisions of the Insurance Policy. 9 DAMAGE LIABILITY WAIVER 9.1 Please note that in the event that any damage that has not been noted on the Delivery Condition

18 Report is evident when the Loan Car is collected by us, you are responsible for the payment of an excess charge of 150 in accordance with and subject to the provisions set out in the Insurance Policy. 9.2 As stated in paragraph 1.4 above, your possession and use of the Loan Car is covered by the insurance on the same terms as the Volvo as set out in the Insurance Policy. It is important that you read the Insurance Policy carefully to understand: what is and is not covered under that agreement; and what you are therefore responsible for should cover not be available. For example, there is no cover for loss of or damage to the Loan Car following theft or attempted theft if it was left unoccupied at the time of the loss or damage, unless the Loan Car was locked and the ignition key or other removable ignition device was not in or on the Loan Car. If such loss or damage occurs and no cover is available, you will be liable to us for the cost of repair (based on the cost of the parts and manufacturer labour time) and/or replacement of the Loan Car (based on the market value of the Loan Car at the start of the relevant Hire Period) and any related costs. 9.3 You acknowledge and agree that the insurance cover provided under the Insurance Policy may not be available if you do not comply with the provisions of the Insurance Policy and/or this contract but you will still be liable to us if you fail to comply with the provisions of this contract. 10 EXTENSION OF RENTAL PERIOD If you would like to extend the Hire Period or end it early, please let us know no less than 24 hours before the agreed collection date and time (as set out in the Confirmatory ) and we will try but cannot guarantee to meet your request. No fees are applicable to extend or reduce the Hire Period, but where you wish to extend the Hire Period you will need to have enough days remaining within your Care by Volvo package to cover the request. In case we should not be able to fulfil the request, the Loan Car must be made available for us to collect at the originally agreed date, time and location (as set out in the Confirmatory ). 11 FOREIGN TRAVEL 11.1 Provided that: you inform us when making the booking; and you comply with paragraph 11.2 below, you are permitted to take the Loan Car to the countries listed in Section 7 of the Policy Document section of the Insurance Policy Prior to the commencement of the Hire Period, we will provide to you, by , a Letter of Authority to take the Loan Car to the countries you have informed us you are travelling to. You must take this Letter of Authority with you for the duration of the Hire Period whilst abroad and present it upon request.

19 11.3 If you take the Loan Car abroad: (d) you are responsible for ensuring the Loan Car complies with all local driving rules, regulations and legislation in the country/countries that you intend to drive in or through (including that it has the correct equipment); notwithstanding above, you are not permitted to make any modifications or alterations to the Loan Car without our prior written consent. Any such modifications and/or alterations will be made at your sole cost, expense and risk; you must comply with all road traffic rules and regulations in the country/countries to drive in or through; and the provisions of paragraph 2 of Part 3 of this Schedule 2 shall apply. 12 ADDITIONAL EQUIPMENT 12.1 Child seats, roof bars, roof boxes and tow bars are normally available upon request at an extra cost payable directly to us. All equipment should be requested at the time of your booking Save in respect of child seats, we will install any additional equipment which we have agreed to supply prior to or at the time of delivery of the Loan Car. You are responsible for installing any child seats which we have agreed to supply. We have no responsibility should you incorrectly install a child seat. 13 CARE BY VOLVO DATA SIM We will transfer the SIM Card from the Volvo to your Loan Car on delivery (and then back to the Volvo on collection of the Loan Car) to enable continued use of your monthly data allowance. 14 LOST PROPERTY 14.1 Any personal belongings placed in or on: the Volvo at the time we collect it; and the Loan Car during the Hire Period, is done so at your own risk and we take no responsibility for it. You should therefore not leave any personal belongings in the Volvo or the Loan Car when you make them available for our collection (you are responsible for checking and removing your personal belongings from each vehicle) You should contact the Care by Volvo Concierge Service using the contact details in paragraph 3 (How to Contact the Care by Volvo Concierge Service) of Part 1 (Care by Volvo Concierge Service) or us using the contact details set out in paragraph 1.9 above if you believe you have left any personal belongings in the Loan Car following its collection.

20 14.3 Any personal belongings which have been left in a Loan Car and which remain unclaimed three months after the end of the Hire Period will be disposed of.

21 Part 3: Inclusive Data SIM 1 GENERAL 1.1 The Volvo will be fitted with a data only SIM card (the "SIM Card") which is made available to you (on the terms and conditions of this contract) for the term of this contract for personal use by you and any Approved Drivers only. It is in no circumstances to be used for business use or for other commercial gain. You will not own the SIM Card. 1.2 You agree that you will only use the SIM Card as set out in this Part 3 to Schedule 2. In the event that you fail to comply with any of the provisions set out in this Part 3, we may contact you and ask you to stop breaching the provisions of this Part 3 and if you don't stop, then we may: disconnect the SIM Card from the Network (whether temporarily or permanently); remove the SIM Card from the Volvo or the Loan Car (and you shall give us access to the same for the purposes of removing the SIM Card); and/or terminate this contract pursuant to Clause 14.2(f) (End of the Contract) of Schedule 3 (General Terms and Conditions). 1.3 The SIM Card provides you with an inclusive data allowance of 30GB per month for use within the Volvo or a Loan Car in the UK and within the countries listed in Appendix 2 to this Schedule 2 (as updated from time to time). There is therefore no additional charge to use your UK allowance of data in the countries listed in Appendix 2 to this Schedule 2 (as updated from time to time). Your use of the SIM Card is subject to our data fair use policy (see paragraph 2 (Your Obligations and Fair Use Policy) below for details). 1.4 Please note: Network Provider: The SIM Card is provided with a standard UK domestic tariff which is provided by Vodafone Limited (the "Network Provider"). The Network Provider may suspend your access to its network (i.e. the telecommunications system it uses) (the "Network"): (i) (ii) (iii) (iv) for any maintenance, modification or technical failure of the Network; to safeguard the security and integrity of the Network; if you do any of the things referred to in paragraph 2.4 below; or where it is necessary to comply with law or regulation (including any orders by law enforcement or regulatory agencies). We reserve the right to change the Network Provider from time to time during the term

22 of this contract. In the event that we change Network Provider, we may need to update the provisions set out in this Part 3 to Schedule 2. If we do that, we will give you at least one month's notice in accordance with Clause 1.2 of the General Terms and Conditions in Schedule 3. In accordance with Clause 1.2 of the General Terms and Conditions, you can end this contract by giving us one month's notice if we tell you that we are changing the provisions set out in this Part 3. Coverage: The SIM Card will provide you with connectivity to online services (as further described in the infotainment user guide provided to you with the Volvo (a copy of which is available to access here: eb3)). To use online services via the SIM Card you will need: (i) (ii) mobile network coverage; and if you are using the SIM Card as a hotspot within the or Loan Car, a mobile, tablet or other device which is compatible with the Network. We cannot guarantee that you will always have Network coverage or that you will receive a fault-free service. The Network coverage you receive may be affected by local terrain, weather, electromagnetic interference, arrangement of and number of users accessing a base station and the compatibility of any equipment, systems and third party services you use. We have no responsibility to you for: (i) (ii) your own equipment (such as your mobile phone or tablet) or its failure to operate on the Network; or any third party apps, service, software or hardware used or accessed by you when using the SIM Card and the connectivity provided by the SIM Card. Use: The SIM Card has a restricted access bar which has been imposed by the Network to control and, in certain cases, restrict content. Please let us know if you wish to discuss the restricted access bar and/or have it lifted. (d) Calls: The SIM Card is a data only SIM card. That means that you are not able to make calls or send text messages using the SIM Card. 1.5 In the event that you use the Volvo Car Exchange, we will transfer the SIM Card from the Volvo to the Loan Car on delivery (and then back to the Volvo on collection of the Loan Car) to enable you continued use of the SIM Card.

23 2 YOUR OBLIGATIONS AND FAIR USE POLICY 2.1 The SIM Card is supplied to you subject to a fair use policy of 30GB per month whilst you are in the UK or periodically roaming within the countries listed in Appendix 2 to this Schedule 2. This means that you can use up to 30GB of data per month and we reserve the right to disconnect the SIM Card from the Network until the next month should you exceed that allowance. We will tell you before we disconnect the SIM Card from the Network. We have set out what we mean by "periodically roaming" in paragraph 2.2 below. 2.2 The SIM Card and data allowance provided are supplied on the assumption that you may use it during periodic travel only (they are not supplied with the view to you roaming across foreign networks on a semi-permanent or permanent basis). If you use more than 15GB of data outside the UK but within the countries listed in Appendix 2 to this Schedule 2 per month in any 4 month rolling period, we will contact you requesting more moderate use of the data provided. If, notwithstanding our request, you continue to use more than 15GB of data over the 2 week period following our request, we may disconnect the SIM Card from the Network until the next month. We will tell you before we disconnect the SIM Card from the Network. 2.3 You shall notify: us as soon as reasonably practicable if you are experiencing difficulties with the infotainment system within the Volvo or any Loan Car and we will attempt to fix the problem; and us as soon as reasonably practicable if you become aware that the SIM Card has been lost, stolen or becomes damaged. We will replace the SIM Card free of charge if it is faulty. 2.4 You shall not: (d) (e) remove the SIM card from the vehicle in which we have installed it (which shall either be the or the Loan Car) or install it in another device; use the SIM card for any purpose which may be abusive, a nuisance, illegal or fraudulent; do anything which causes the Network to be impaired; use automated means to send data; use the SIM card in any way which is inconsistent with normal personal use (for example for commercial gain). Appendix 1 to Schedule 2 Price List As set out in Clauses 8.9 to 8.13 (Payment the Additional Charges) of the Terms and Conditions in Schedule 3, if incurred by you, the additional charges set out in this Appendix 1 will be invoiced by us

24 (or the insurance company or repairer in the case of the excess) separately to the monthly rentals and you must pay them directly to us (or the insurance company or repairer in the case of the excess). They will not be included within the monthly direct debit for the Care by Volvo Charges. Description Price (inclusive of VAT) Payable to Excess: If a claim is made under the Insurance Policy in relation to the Loan Car, you are liable to pay the excess amounts stated in the Insurance Policy, regardless of who was to blame. 150 (or such other amount as is stated in the Insurance Policy for the relevant claim, which in all cases is no more than 150). Direct to insurance company or to repairer dependent upon the claim type Admin Charges: Payable as set out in clauses and of the Hire Agreement (see paragraph 4.1 of Part 2 of Schedule 2). 36 Volvo Cars North London Smoking: Payable if the Loan Car requires a specialist clean / valet as a result of you, an Approved Driver or any passenger smoking within the Loan Car in breach of paragraph 4.3 of Part 2 of Schedule (comprising 90 cleaning charge plus 36 admin fee) Volvo Cars North London Specialist cleaning/valet: Payable if the Loan Car is returned to us in a worse condition than that stated in the Delivery Condition Report and a specialist clean/valet is required. A specialist clean/valet will only be required if the standard clean/valet (which is provided free of charge on all Loan Cars) fails to return the Loan Car to the same condition it was in at the start of the Hire Period (as documented in the Delivery Condition Report). 126 (comprising 90 cleaning charge plus 36 admin fee) Volvo Cars North London Fuel: Payable if you fail to ensure that the Loan Car has a full tank of fuel when we collect it or you return it to us (as required in paragraph 5 of Part 2 of Schedule 2). 2 per litre plus price of fuel Volvo Cars North London In addition to the above, if you cancel your reservation of a Loan Car pursuant to paragraph 2.4 of Part 2 of Schedule 2, the following cancellation fees shall apply:

25 Notice of Cancellation Notice of cancellation given more than three working days (working days are Monday to Friday, excluding bank and public holidays in the UK) before the agreed delivery time Cancellation Fee No charge. Notice of cancellation given between 24 hours and 36 hours before the agreed delivery time Notice of cancellation given less than 24 hours before the agreed delivery time 1 day hire will be removed from your Volvo Car Exchange allowance 2 days hire will be removed from your Volvo Car Exchange allowance

26 Volvo Car UK Limited Appendix 2 to Schedule 2 Europe Zone 1 Austria Azores Belgium Bulgaria Canary Islands Croatia Cyprus Czech Republic Denmark Estonia Finland France (Incl. Corsica) French Guiana Germany Gibraltar Greece Guadeloupe Hungary Iceland Ireland Italy (Incl. Vatican City) Kosovo Latvia Liechtenstein Lithuania Luxembourg Madeira Malta Martinique Mayotte Monaco Netherlands Norway Poland Portugal Romania Reunion Saint Martin Slovakia Slovenia Spain (Incl. Balearic Islands) Sweden

27 SCHEDULE 3 General Terms and Conditions 1 INTRODUCTION 1.1 You agree to be legally bound by this contract. 1.2 When buying the services you also agree to be legally bound by any extra terms which we may add to, or replace in, this contract. This may happen for example for legal or regulatory (including a change in the tax/law duties) reasons or if we wish to change the price list set out in Appendix 1 to Schedule 2 or the list of countries in Appendix 2 to Schedule 2. We will contact you to let you know if we intend to do this by giving you at least one month's notice. You can end this contract at any time by giving one month's notice if we tell you extra terms apply. 1.3 Any extra terms shall form part of this contract as though set out in full here. 2 DEFINITIONS AND INTERPRETATION 2.1 To make the terms and conditions set out in this Schedule 3 easy to read we have defined some of the words. If a word begins with a capital letter then this means that the word has been defined. A list of the defined words is set out below: "Additional Charges" "Approved Driver" "Care by Volvo" "Care by Volvo Concierge Service" "Care by Volvo Charges" "Commencement Date" "Expiry Date" has the meaning given to that term in table 5 (Key terms of the contract between you and us) in Schedule 1 (Care by Volvo Summary). has the meaning given to that term in paragraph 1.5 of Part 2 of Schedule 2. means the package of services offered by us, Volvo Car Financial Services and Volvo Car Insurance in relation to the Volvo as described in this contract. means the Care by Volvo concierge service described in table 4 (Care by Volvo Services) of Schedule 1 (Care by Volvo Summary) and Part 1 of Schedule 2 (The Services). means the monthly charge for the Services set out in table 5 (Key terms of the contract between you and us) in Schedule 1 (Care by Volvo Summary). means the date identified as the 'Commencement Date' in table 5 of Schedule 1. means the date identified as the 'Expiry Date' in table 5 of Schedule 1.

28 "Inclusive Data SIM" "Services" means the data SIM card described in table 4 (Care by Volvo Services) of Schedule 1 (Care by Volvo Summary) and Part 2 of Schedule 2 (The Services). means: the Care by Volvo Concierge Service; the Volvo Car Exchange; and the Inclusive Data SIM. "Terms and Conditions" "Volvo Car Exchange" means these general terms and conditions. means the Care by Volvo vehicle exchange service described in table 4 (Care by Volvo Services) of Schedule 1 (Care by Volvo Summary) and Part 2 of Schedule 2 (The Services). 3 INFORMATION WE GIVE YOU 3.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see the summary box below). This information is set out in this contract. Information we will give you We will give you information on: the main characteristics of the services you want to buy (see Schedule 1 and Schedule 2) who we are, where we are based and how you can contact us (see the letter and Schedule 1, table 4) the total price of the services including any taxes (see the letter, Schedule 1 and the price list attached as the Appendix to Schedule 2) the arrangements for payment, carrying out the services and the time by which we will carry out the services (see Schedule 2 and Clauses 6 to 8 below) how to exercise your right to cancel the contract and the costs of doing so (see Clause 9 (Right to Cancel this Contract) below) how long the contract is for and how to end it (see Schedule 1 and Clauses 4 (Commencement and Duration) and 14 (End of the Contract) below).