THIS DOCUMENT IS IMPORTANT

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1 Ultra A and Ultra B Warranty Plan Product Disclosure Statement THIS DOCUMENT IS IMPORTANT This document is a Product Disclosure Statement (hereafter referred to as PDS ). It is designed to assist you in understanding the Ultra A and Ultra B Warranties (the/your Warranty, the/our Warranties) and making informed choices about your warranty needs. This PDS sets out the features of the Warranties together with the terms and conditions of the Warranties. It is your choice as to whether or not you take out this warranty. Our Authorised Representatives are limited to providing factual information only. The factual information will not take into account your particular needs or circumstances and you will need to determine yourself, if the Warranty is suitable for your needs. Our Authorised Representatives are not authorised to provide any advice. Our Warranties are discretionary risk products meaning that you are entitled to have any claim you make assessed however we are not obliged to pay claims that fall within the terms and conditions of the Warranties. The information in this PDS is current at the time of preparation. However, information in the PDS may need to be updated from time to time. If a change is significant, we will issue you a supplementary PDS or replacement PDS. If a change does not materially affect you, you can obtain a copy of the updated information free of charge by contacting us. Keep this PDS and your Policy Schedule in a safe place as you may want to refer to them from time to time. These documents, and any endorsements we send you, make up your contract with us. ABOUT US The product issuer for these Warranties is TWS Australia Pty Ltd trading as The Warranty Shop ( we, us, our") ABN ; Australian Financial Services Licence number The Warranty Shop contact details: 167 Welshpool Road, Welshpool WA 6106 PO Box 273, Victoria Park WA 6979 Phone: (08) at any time Fax: (08) at any time contact@thewarrantyshop.com.au Web: thewarrantyshop.com.au IMPORTANT LEGAL NOTICE Your vehicle comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. This policy does not change or take away your rights under the Australian Consumer Law. Your right to claim under this policy for the benefits covered is in addition to other rights and remedies you have under the law in relation to your vehicle. However, you can choose to make a claim under this policy even if you have rights under the law. TWS PDS v1.7 Page 1 of 7

2 DEFINITIONS USED IN THIS PDS Administrator Means the person(s) at The Warranty Shop responsible for the administration of your warranty. Authorised Representative Means the representatives of The Warranty Shop who are authorised to issue Warranties, on behalf of The Warranty Shop, to you. Contract Means your warranty issued by The Warranty Shop. Finance Company Means the credit provider who has provided you with your finance contract. Manufacturer s Warranty Means the warranty the manufacturer of your vehicle provides subject to the manufacturer s conditions. OUR WARRANTIES Ultra A Covers Chrysler, Dodge, Ford, Geely, Great Wall, Jeep, Holden, Honda, Hyundai, Isuzu, Kia, Lexus, Mazda, Mitsubishi, Nissan, Opel, Proton, Subaru, Suzuki, Toyota & ZX Auto vehicles. Vehicle eligibility: less than 5 years and 100,000kms for franchise dealer sales, and under 3 years and 60,000kms for all other sales. Ultra A Warranties cover mechanical components of your vehicle. The maximum amount payable for the total of all claims whilst the Warranty is in force for the total of all claims, shall not exceed the market value of the motor vehicle at the time any claim is made. You can select the period the warranty covers for 12, 24 or 36 months. Your vehicle will remain covered for the life of the policy, or until it has travelled 175,000kms (whichever comes first). Ultra B Covers any make and model not covered under the Ultra A Warranty. Vehicle eligibility: less than 5 years and 100,000kms for franchise dealer sales, and under 3 years and 60,000kms for all other sales. Ultra B Warranties cover mechanical components of your vehicle. The maximum amount payable for the total of all claims whilst the Warranty is in force for the total of all claims, shall not exceed the market value of the motor vehicle at the time any claim is made. You can select the period the warranty covers for 12, 24 or 36 months. Your vehicle will remain covered for the life of the policy, or until it has travelled 175,000kms (whichever comes first). TWS PDS v1.7 Page 2 of 7

3 ADDITIONAL BENEFITS Our Warranties provide you with a number of additional benefits. You may recover the following expenses subject to the Limits of Liability, provided that no delay in the carrying out of repairs occurs due to any action or inaction caused by you. Car Hire Where repairs take longer than two consecutive working days to complete after the issue of the Administrators work order you will be reimbursed the cost of hiring a vehicle from an authorised car hire company up to a total of $300, provided the repairs are covered by the Contract. The Contract holder must give the Administrator notice of intention to hire an alternative vehicle for which prior approval must be obtained and the hire vehicle receipts must be provided to the Administrator. Credit Payments A reimbursement up to a limit of $500 per claim will be payable towards any credit instalment which falls due on the subject vehicle during the period of repair on proof by the Contract holder of the credit liability, but only if the repair authorised by the Administrator takes longer than 30 consecutive working days to complete after the issue of the Administrator s work order. Towing Charges Should the subject vehicle have to be towed by an authorised towing contractor as a result of a breakdown covered by this Contract, the cost involved up to a total limit of $100 is recoverable by the Contract holder, provided it is paid by the Contract holder and is claimed separately. NOTE: For the purpose of this clause, reference to authorised towing contractor and authorised car hire company shall mean recognised and established towing contractors or car hire companies properly registered or incorporated under the relevant State or Federal legislation. ELIGIBILITY To be eligible to take up an Ultra A or Ultra B warranty your vehicle must: Be under 5 years old, with less than 100,000kms on the odometer for franchise sales; Be under 3 years old with less than 60,000kms on the odometer for all other sales; Be in a roadworthy condition and mechanically sound at the time of warranty purchase; and Have a current motor vehicle registration. SERVICE REQUIREMENTS The following service requirements are essential for your warranty to be honoured: Whilst the vehicle is covered by the Manufacturer s Warranty it should be serviced by an approved dealer as per the Manufacturer s requirements; For the term of the Ultra warranty, the vehicle must be serviced every 6 months or 10,000kms, whichever occurs first; and You are required to have the vehicle serviced by a registered service outlet and any repairs performed by an approved repairer. Service invoice documentation clearly showing the date, kilometres and the details of the service is to be retained by you and made available to the Administrator in the event of any claim. COST OF THE WARRANTY The total cost of your warranty is set out below and varies depending on the warranty type and the length of the warranty. It is inclusive of GST and the total cost includes your Authorised Representative s commission. Warranty 12 months 24 months 36 months Ultra A $1,495 $2,495 $3,495 Ultra B $1,995 $2,995 $3,995 TWS PDS v1.7 Page 3 of 7

4 GENERAL EXCLUSIONS The Warranty Shop Warranties do not cover the following: (a) Vehicles modified beyond the Manufacturers specifications, commercial motor vehicles over 1,500 kgs carrying capacity, rotary and 2 stroke engine vehicles or taxis and hire cars. (b) Any damage due to misuse, fire, accident, theft, impact, submersion in water, neglect, rust, corrosion, towing without suitable equipment as recommended by the Manufacturer or the use of vehicles in motor sports events shall render this Warranty null and void. (c) Any damage to covered components occurring from overheating or lack of oil or lubricant, low fluid level, any damage caused by failure to maintain correct service requirements and any damage which is consequential of the failure to maintain correct servicing requirements. (d) Any consequential damage, loss or expense of any kind, which occurs or arises as a result of the failure of a covered component unless such consequential loss or damage is reasonably foreseeable and is not otherwise limited or excluded under the express terms of this warranty. (e) Any consequential damage, loss or expense of any kind which occurs or arises as a result of the failure of any item or component of the vehicle which is not a covered component under this warranty. (f) The cost of any consumables which are replaced during the course of repairs. (g) Any component that is considered part of any Manufacturer s fault and / or recall campaign or is considered reusable. (h) Oil leaks, water leaks, normal wear and tear, all service and maintenance items and any consumables which are replaced during routine service and maintenance, or any failure of covered components due to water, oil, fuel or coolant contamination. (i) Any repair, quote or diagnostic cost that is not part of a genuine, approved claim. (j) Any damage occurring if you continue to drive the vehicle with a known or suspected fault, or which a reasonable person would know or suspect to be a fault. (k) Conditions or problems that are determined to be pre-existing faults. (l) Anything not covered in the Manufacturer s warranty. (m) Structural failure of the motor vehicle. (n) Computer software upgrades and recoding. (o) Any paint, trim or panel repairs or replacement. (p) Sun roofs and electric roofs. MAKING A CLAIM Where you become aware of a failure to a covered part and wish to make a claim under the terms of your warranty, prior to any repair work being carried out you must: (a) Make the claim (including any additional benefits) by calling, or faxing the Administrator, TWS Australia Pty Ltd at: Call: (08) at any time. Fax: (08) at any time. contact@thewarrantyshop.com.au You can also write to the Administrator to make a claim at the following address: P0 Box 273, Victoria Park WA 6979 (b) Quote your Contract number, your name, and vehicle registration number; (c) Quote the current odometer reading; (d) Explain as fully as possible the fault or damage suffered; (e) Provide us with copies of previous servicing invoices; and (f) Allow us to inspect the faulty or damaged part if required. TWS PDS v1.7 Page 4 of 7

5 Upon receipt of these details, the following procedure will apply: (a) Upon an accurate quote being provided and being satisfied the claim is within the terms and conditions of this Contract, we will issue a claims authorisation number; (b) No payment will be made to a repairer unless we have authorised the repairs prior to their commencement; (c) The Contract number and claims authorisation number must appear on any invoice submitted for payment. Failure to follow this procedure may delay payment. For any claim under the additional benefits listed on page 3, you will need to provide us with receipts for the expenses being claimed. The Administrator must approve payments under these benefits, but approval is not required before they are incurred. The cost of making a claim Any expenses involved in making a claim are not covered by this warranty. This means that you must bear the expense of making a claim, including contacting the Administrator. Should the vehicle fail outside of normal working hours and has to be repaired, the following procedure should be complied with immediately: (a) Call the afterhours number (08) (b) Leave the information listed under Claims procedure on the answering machine or message service. Or visit and click on Make a Claim to complete an online enquiry form or by sending an to: contact@thewarrantyshop.com.au (c) On the next available working day you will be contacted by the customer support division. (d) You will be required to finalise the account on completion of the repairs and we will reimburse you if your claim is approved. (e) All faulty parts will have to be retained for assessment. TRANSFER OF WARRANTY A valid warranty may be transferred subject to the new owner advising the Administrator in writing within 7 days. A transfer and administration fee of $70 is payable by the new owner to: The Administrator TWS Australia Pty Ltd P0 Box 273 Victoria Park WA 6979 Your warranty cannot be transferred to another vehicle or to a registered motor dealer. CANCELLATION Your warranty may not be cancelled by you nor is the purchase price refundable. However if the subject vehicle is repossessed, a rebate calculated on a pro-rata basis, less a cancellation fee, shall be paid to the Finance Company. No refund is payable should the covered vehicle be written off. RISKS Failure to comply with service requirements There is a risk that we will not accept your claim if you fail to adhere to the service requirements of your vehicle as outlined in the SERVICE REQUIREMENTS section of this PDS. We will always ensure that any decision to accept or deny a claim is made in a fair and objective manner. Any claims denied will require you to pay for your repair costs. TWS PDS v1.7 Page 5 of 7

6 PRIVACY Your privacy is important to us, and we comply with the Privacy Act 1988 (Cth) (Privacy Act). We collect personal information from you only as is necessary for the purpose of providing you with our Warranties, assessing and processing any claims you may have and as required by law. We only hold, use and disclose personal information that has been collected about you for the purpose of providing you our Warranties, or for related purposes which might be reasonably expected. This may mean we disclose such information to other companies in the John Hughes Group or third parties such as auditors, accountants, legal advisors or as required by law. You can choose not to provide this information, however we may not be able to provide you with our Warranties. Occasionally, we or other companies in the John Hughes Group, may use your personal information to contact you directly (whether via telephone, , post or otherwise) to keep you up to date with the range of products and services available from us, or other John Hughes Group companies. By purchasing our Warranties, unless you specifically state otherwise, you consent to us contacting you for these purposes. If at any time you do not want us to use your information for these marketing purposes, you can opt out by advising us. We will not share your personal information with any third parties (other than members of the John Hughes Group) for marketing purposes. You can also contact us to access your personal information, to make any corrections to personal information we hold or to make privacy related complaints. For more information about our Privacy Policy, ask us for a copy or visit: By phone: (08) between 9am and 5pm Monday Friday By mail: Privacy Officer PO Box 273 Victoria Park WA 6979 By privacy@johnhughes.com.au TWS PDS v1.7 Page 6 of 7

7 COMPLAINT AND DISPUTE RESOLUTION We strive to ensure that our Warranty holders receive the best possible service. If you have a complaint the first thing that you should do is call us on (08) as we may be able to resolve the matter on your initial contact with us. In the event that your complaint is not resolved to your satisfaction you can request that the problem be referred to the Internal Dispute Resolution Manager who will treat your complaint as a dispute. They will conduct a review of your dispute and will usually provide you with a decision within 15 business days. If you do not agree with the Internal Dispute Resolution Manager s decision you may be able to seek an external review of the decision by the Financial Ombudsman Service (FOS) which is a free, independent, and impartial external dispute resolution service. The Internal Dispute Resolution Manager will include contact details for FOS when advising of their decision. You can contact FOS by phone on or write to them at G.P.O. Box 3, Melbourne VIC 3001 or by at info@fos.org.au. Preparation date of this PDS 12 April 2016 TWS PDS v1.7 Page 7 of 7