CARE BY VOLVO YOU GET THE BEST OF THE CAR. WE WILL TAKE CARE OF EVERYTHING ELSE.

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1 YOU GET THE BEST OF THE CAR. WE WILL TAKE CARE OF EVERYTHING ELSE. 1

2 CONTENTS Care by Volvo is an entirely new driving experience. One where we take care of everything, so you can simply sit back, relax and enjoy the journey. In this guide, we ll answer your questions about Care by Volvo and provide details on all the services included. General information Service and maintenance Payments Tyres Insurance Volvo Car Exchange Information in this document may have been updated since it was published. Please refer to your Volvo retailer for the latest information. The manufacturer reserves the right to make changes at any time, without notice. Please note that this content does not constitute a legal document. In the event of a conflict between information in the booklet and one or more of your Care by Volvo agreements, the terms of your Care by Volvo agreement(s) will prevail. 2

3 GENERAL INFORMATION WHAT IS INCLUDED WITHIN CARE BY VOLVO? Care by Volvo provides you with all-inclusive access to a Volvo vehicle as well as a range of additional services which make it easier than ever to keep you and your car on the road. All for one simple-to-manage payment. Care by Volvo includes the following services Hire of a new Volvo Fully comprehensive insurance (for you and up to two additional drivers) Servicing and maintenance for your Volvo Road fund licence Volvo Car Exchange WHAT ARE THE ELIGIBILITY REQUIREMENTS OF CARE BY VOLVO? In order to be eligible for Care by Volvo, you must meet the following criteria: Fulfil the eligibility criteria to enter into a Personal Contract Hire Agreement with Santander Consumer (UK) PLC trading as Volvo Car Financial Services Fulfil the eligibility criteria for the Volvo Car Insurance Policy provided by Original Insurance Services Ltd WHO SUPPLIES THE CARE BY VOLVO SERVICES? Care by Volvo is made up of the following three agreements: Hire Agreement covers the hire of the Volvo and its service and maintenance. This will be provided by Santander Consumer (UK) PLC trading as Volvo Car Financial Services Insurance Policy provided by Original Insurance Services Ltd Car Hire provided by Enterprise Rent-A-Car UK Limited 3

4 PAYMENTS DO I HAVE TO PAY A DEPOSIT? No, you are not required to pay a deposit. However, you are required to pay one advance rental which will be collected by Direct Debit before the first monthly payment is due. HOW ARE PAYMENTS MADE? Payments are made by Direct Debit to Volvo Car Financial Services who acts as a payment agent and will collect one monthly payment relating to all three agreements making up your Care by Volvo contract. WHAT OTHER PAYMENTS DO I HAVE TO MAKE? Following payment of the advance rental, you will make 11 monthly payments on the date agreed. This is made up of the hire charge, services charge and Care by Volvo service charge. Each payment will be collected by Direct Debit in advance. WILL MY PAYMENTS CHANGE DURING THE TERM OF MY CARE BY VOLVO AGREEMENT? No, your payments will remain at the amount as set out in your Hire Agreement. 4

5 INSURANCE WHO IS THE INSURANCE PROVIDED BY? Volvo Car Insurance is arranged and administered by Original Insurance Services. WHOSE NAME IS THE INSURANCE POLICY IN? The Insurance Policy holder must be either the person named on the Hire Agreement or their spouse, civil partner or partner residing at the same address. HOW MANY PEOPLE ARE PERMITTED ON THE POLICY? You can add another two drivers onto your Volvo Car Insurance Policy. All drivers must meet the insurance criteria however, they do not necessarily have to live with you. HOW LONG IS THE INSURANCE POLICY FOR? The Insurance Policy will run for 12 months, starting on the same day as your Hire Agreement. AM I ABLE TO CHANGE DRIVERS MID-POLICY? The person named on the Hire Agreement must remain on the Insurance Policy for the duration of the agreement. Additional drivers can be changed by contacting Volvo Car Insurance directly. WHAT TYPE OF INSURANCE COVER IS IT? The policy is for fully comprehensive insurance. The policy holder is covered for social, domestic, commuting and class one business use. Any other drivers are insured for social, domestic and commuting only. 5

6 INSURANCE ARE THERE ANY REQUIREMENTS FOR A VOLVO CAR INSURANCE POLICY? CAN I PROTECT MY NO CLAIMS DISCOUNT? You are unable to protect your No Claims Discount under this policy. At the start of the policy, you and any other named drivers must meet the following criteria: Minimum driver age: 25 years Maximum driver age: 79 years Resident in the UK for the last two years Held a current UK or EU driving licence for a minimum of two years Have a maximum of one minor conviction or fixed penalty notice within the last three years with a maximum of three penalty points Not been disqualified from driving within the last five years Have not been previously declined insurance or had an insurance contract cancelled or additional terms or restrictions applied Have at least one year s No Claims Discount (NCD) from a UK insurer Have no more than one fault or theft claim within the last three years I HAVE A NO CLAIMS DISCOUNT FROM MY COMPANY CAR. DOES THIS COUNT? No Claims Discount can be provided from your employer if you have had access to a company car in the past. CAN I USE MY NO CLAIMS DISCOUNT EARNED UNDER MY VOLVO CAR INSURANCE POLICY TO OTHER INSURANCE POLICIES? At the end of your Insurance Policy, any proof of no claims can be provided to you upon request. Claims solely for broken windscreens or windows or for repairing scratched paintwork directly caused by broken glass will not reduce your No Claims Discount. CAN I DRIVE OTHER VEHICLES ON MY VOLVO CAR INSURANCE POLICY? Under this policy, you are not able to drive other vehicles, other than the exchange vehicle provided as part of Care by Volvo. IS THERE AN EXCESS TO PAY IN THE EVENT OF A CLAIM? Should you make a claim on your Volvo Car Insurance Policy, the following excesses are applicable: Vehicle a compulsory excess of 150 Windscreen damage excess 25 for a repair using an approved repairer. 80 for replacement using an approved repairer. 100 for replacement or repair using any other repairer. 6

7 INSURANCE DOES THE INSURANCE POLICY PROVIDE COVER ABROAD? The policy provides you with cover to drive your vehicle in the following countries for up to 90 days a year comprehensively: Great Britain, Northern Ireland, The Isle of Man, The Channel Islands, Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the Vatican City. In order to take your vehicle abroad you will need to contact Original Insurance Services to arrange additional cover which can be provided at an additional charge. You will also need: A VE 103 certificate A Letter of Authority These can be arranged through Volvo Car Financial Services. Further written consent will be required from Volvo Car Financial Services if you intend on using your Volvo outside of the UK for more than 28 days at any one time. DO I HAVE TO USE THE VOLVO CAR INSURANCE POLICY? No, you can arrange your own policy should the Volvo Car Insurance Policy not meet your needs. Any cover arranged by you must: Be fully comprehensive Have a cover similar to that conventionally available from Volvo Car Insurance Satisfy the requirements set out in your Hire Agreement You must also provide a copy of your insurance certificate before you take possession of your vehicle. Details of the main features of the Volvo Car Insurance Policy versus standard insurance Insurance Comparison Length of Cover Volvo Car Insurance For Care by Volvo 12 month policy (renewed in year 2 within the monthly subscription with no uplift in cost but subject to continued eligibility) Volvo Car Insurance Standard Policy 1 year Type of Cover Comprehensive Comprehensive Drivers Class of use Minimum excess Policy holder plus up to 2 named drivers (who must also meet the Care by Volvo insurance criteria) Social, domestic, pleasure and class one business use if required 150 compulsory 0 voluntary Can you protect your NCD? No Yes Age Minimum period UK residency 2 years 12 months NCD required 1 year 0 years Courtesy Car Plus Standard (small SUV) Optional Can you drive other cars on third party insurance? No Policy holder plus up to 2 named drivers subject to meeting underwriter s eligibility Social, domestic and pleasure, plus business use if required Minimum 150 (higher for some vehicles) (subject to vehicle type, for example, the XC90 has a min. age of 25) Minimum period UK licence held 2 years Varies by model Maximum permitted endorsements 3 points Any Exchange vehicle for up to 14 days Comprehensive cover to use an alternative Volvo vehicle this must be registered on cover with Volvo Car Insurance Yes Not applicable 7

8 SERVICE AND MAINTENANCE WHAT S INCLUDED IN THE SERVICE AND MAINTENANCE SCHEDULE? All routine servicing in line with manufacturer specifications and recommendations, including replacement oils and lubricants. However, the standard topping up of oils and fluids as recommended in the vehicle handbook is your responsibility Standard servicing replacement parts All mechanical repairs due to fair wear and tear, including the batteries and exhaust systems This also includes items which may wear out and require replacement, such as tyres and windscreen wipers WHAT S EXCLUDED? Any bodywork or paint repairs (unless they are covered by the manufacturer warranty or if they have resulted as a direct result of mechanical failure) Any damage to glass in the vehicle Any repairs required should you put the wrong fuel in your vehicle. However, this is covered by your Volvo Car Insurance Policy MUST MY VEHICLE BE SERVICED OR REPAIRED AT VOLVO CARS NORTH LONDON? You are able to have your Volvo serviced or repaired at any of our Volvo retailers. However, we are not able to guarantee the collection or delivery service with other retailers. WHAT DOES FAIR WEAR AND TEAR ACTUALLY MEAN? Fair wear and tear occurs when normal usage (in accordance with the terms and conditions of the agreement) causes deterioration to a vehicle. It is not to be confused with damage which occurs as a result of a specific event or series of events, such as an impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions. A comprehensive definition can be found in the Return Conditions Schedule. HOW DO I ARRANGE FOR A REPAIR OR SERVICE? Simply call Volvo Car Financial Services on to arrange the service or repair of your Volvo. 8

9 TYRES UNDER WHAT CIRCUMSTANCES WILL THE TYRES ON MY VOLVO BE REPLACED? Tyres which require replacement as they are worn will be replaced under the terms of your Hire Agreement Damage caused to tyres by malicious damage is covered under the Volvo Car Insurance Policy Damage caused to tyres by a road traffic accident is covered under the Volvo Car Insurance Policy Tyres which require repair or replacement due to a puncture are the responsibility of the driver LOSE / MOVE 9

10 VOLVO CAR EXCHANGE WHAT IS VOLVO CAR EXCHANGE? During the term of your contract, you can exchange your Volvo, hired as part of your Care by Volvo Agreement, for another Volvo vehicle. So if you re packing for a camping holiday and need more boot space, or want a smaller vehicle for your romantic city break, there s a suitable Volvo only a call away. HOW LONG IS THE EXCHANGE VEHICLE AVAILABLE FOR? You can have a different vehicle for up to 7 days per annum. WHO PROVIDES THE EXCHANGE VEHICLE? The vehicles are provided by Enterprise Rent-A-Car UK Limited. HOW DO I MAKE A BOOKING FOR MY EXCHANGE VEHICLE? To make your booking, please contact us via our dedicated Care by Volvo booking line on HOW IS THE EXCHANGE VEHICLE INSURED? The Exchange Vehicle provided will be covered by Enterprise Rent-A-Car UK Limited and is included within your monthly rental. WHO CAN DRIVE THE EXCHANGE VEHICLE? The driver of the Exchange Vehicle must be the person named on the Personal Contract Hire Agreement. You are able to add one additional driver at the extra cost; however, this person must also be one of the named drivers on your Volvo Car Insurance Policy. CAN YOU GUARANTEE ME AN EXCHANGE VEHICLE FOR EACH BOOKING? We will do our best to meet your requirements but cannot guarantee availability or that your exact specification of vehicle may be available. We will, of course, do our very best to meet your requirements. HOW MUCH NOTICE IS REQUIRED TO MAKE A BOOKING? We require at least two days' notice for all Exchange Vehicle bookings. WILL THE EXCHANGE VEHICLE BE DELIVERED TO ME? You can either collect your Exchange Vehicle from any Enterprise branch or choose to have the vehicle delivered to you. Please note that you must be present at the delivery address should you wish to take advantage of the delivery option. CAN I TAKE THE EXCHANGE VEHICLE ABROAD? Should you wish to take your Exchange Vehicle outside of the United Kingdom, this can be arranged directly with Enterprise Rent-A-Car UK Limited; however, you will have to provide your own insurance. Enterprise will require to see a copy of the insurance certificate, and three days' notice is required to ensure you receive all the necessary paperwork. CAN I CANCEL OR AMEND A VOLVO CAR EXCHANGE BOOKING? Yes, bookings can be amended or cancelled by contacting the booking line on

11 VOLVO CAR EXCHANGE ARE THERE ANY OTHER CHARGES IN RESPECT OF THE EXCHANGE VEHICLE THAT I NEED TO BE AWARE OF? Other than the insurance excess charges within the Insurance Policy, which may be payable in the event of any claim, the following charges apply: Description Price Payable to : Extension to the rental period over your 7 day allowance Admin charges: Payable should we need to pay any fees, charges (including congestion charge), taxes or other sums due relating to the use of the vehicle Cleaning fee: 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 vehicle to the same condition it was in at the start of the hire period (as documented in the Delivery Condition Report) Fuel: Payable if you fail to ensure that Exchange Vehicle is not returned with the same amount of fuel as at the start of the rental Daily rate for the vehicle in question as provided by Enterprise 35 Insurance excess: 150 Up to 150 Pump price for fuel plus 20% Enterprise Rent-A-Car UK Limited Enterprise Rent-A-Car UK Limited Enterprise Rent-A-Car UK Limited Enterprise Rent-A-Car UK Limited Enterprise Rent-A-Car UK Limited WHAT OTHER DOCUMENTATION MUST I PROVIDE? Prior to taking delivery of the Exchange Vehicle, we will need to take a copy of your driving licence and we will also need to complete a driving licence check using the DVLA s online licence check website (this applies to each new booking, regardless of the amount of time elapsed since the last replacement). Checks may be required for all drivers. You will also need to read, review and sign the Delivery Condition Report when we deliver and collect the Exchange Vehicle. We also require to take a 1 authorisation payment from the driver's debit or credit card. This payment will be refunded. CAN I BE REFUSED ACCESS TO AN EXCHANGE VEHICLE? We reserve the right to refuse to supply an Exchange Vehicle should the driver(s) not be able to provide a copy of a valid driving licence or not be able to provide the 1 authorisation payment. WHAT HAPPENS IF I HAVE AN ACCIDENT IN THE EXCHANGE VEHICLE? In the event of an accident or theft of the vehicle, you must report this to Enterprise Rent-A-Car UK Limited as soon as possible and follow up in writing. We ask that you collect the names and addresses of everyone involved, including witnesses, and provide these to Enterprise. You may be required to speak to Enterprise's insurers to provide them with details of the accident. Any insurance excess which is due following an insurance claim in an Exchange Vehicle is payable to Enterprise Rent-A-Car UK Limited. 11

12 Information in this document may have been updated since it was published. Please refer to your Volvo retailer for the latest information. The manufacturer reserves the right to make changes at any time, without notice. Please note that this content does not constitute a legal document. In the event of a conflict between information in the booklet and one or more of your Care by Volvo agreements, the terms of your Care by Volvo agreement(s) will prevail. Volvo Car UK Limited, Scandinavia House, Norreys Drive, Maidenhead SL6 4FL.