Used Vehicle Purchase Terms And Conditions
These Terms and Conditions set out:
- Your legal rights and responsibilities.
- Our legal rights and responsibilities; and
- Certain key information required by law.
When you purchase a vehicle on our website www.carzam.co.uk. You are entering into a legal agreement bound by these Purchase Terms and Conditions and our Privacy Statement.
If you do not understand any of these Terms and Conditions and want to talk to Us about them, please contact us:
- In person at our place of business: Carzam, Rick Roberts Way, London, E15 2GN.
- By email to firstname.lastname@example.org.
- By telephone on 0203 983 3455. We may record calls for quality and training purposes.
Who we are.
Carzam Limited registered in England under company number: 12209537
Registered office: C/O Big Motoring World Vantage Point, Snodland By Pass, Snodland, Kent, England, ME6 5SL. Our VAT number is: 335843978
1.1 In these Terms and Conditions the following words and expressions shall have the following meanings:
"We", "Us", "Our" “Carzam” shall refer to Carzam Limited whose registered number is 12209537 and registered office is, : C/O Big Motoring World Vantage Point, Snodland By Pass, Snodland, Kent, England, ME6 5SL.
"You" and "Your" shall refer to you personally, being the customer or prospective customer desiring to buy Used Cars from Us and any user of the Website.
“Delivery” means the completion of the transaction with You by the delivery by Us to your residential address, or collection by You at our place of business
“Order” means the process by which You may purchase a Used Car from Us
“Online” means Your purchase of a Used Car by means of a distance contract which is concluded without any face-to-face contact between You and Us, including but not limited to purchases concluded through the Website, by email or over the phone.
"Payment Method" is by bank transfer, debit cards as outlined on the website or our online finance companies via our website. Credit card and cash payments are not accepted.
"Personal Data" is Your personal data as defined in the General Data Protection Regulation (EU) 2016/679.
“Price” is the total amount payable for the Vehicle inclusive of VAT.
"Privacy Statement" the privacy statement set out www.carzam.co.uk/privacy which forms part of this Contract.
“Used Car(s)” are the vehicles which are available for sale from Carzam together with any ancillary products or services.
"Used Car Description" is the description of the Used Cars including but not limited to the price; make; model; mileage; any manufacturer fitted feature; engine; colour; wheel size; upholstery; equipment or other feature, shown on the Website or at the Retail Site.
“Vehicle” is the Used Car that You choose to purchase by placing an Order including any additional associated products such as extended warranty or paint protection.
“Part-Exchange Vehicle” is any vehicle which You offer for sale to Carzam in part of full payment for the Vehicle
"Website" is the website owned and operated Carzam located www.carzam.co.uk plus any related URLs owned and operated by Carzam which enable the provision of details of Used Cars available for sale by Carzam.
1.2 Headings in these Terms and Conditions are only for convenience and shall not affect its construction.
These Terms and Conditions are only available in English. No other languages will apply to these Terms and Conditions.
2. INFORMATION WE GIVE YOU
2.1 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. This key information is set out in these Terms and Conditions which will also be supplied to You as a pdf attachment following an Order made by you online detailed at clause 4.3.
2.2 If We have to change any key information once a legally binding contract between You and Us is made, We can only do this if You agree to it.
3. SEARCHING FOR A USED CAR
3.1 Used Car Website Searches
3.1.2 You can view the Used Car Descriptions for the Used Cars that are available for sale from Carzam using the “Search used cars” search facility on the Website.
3.1.3 If You would like to buy or enquire about a Used Car You have seen on the Website then you can complete the Order process on the website set out in Clause 4.3 or contact Carzam by telephone, e-mail or live chat.
3.2 Used Car Pricing And Descriptions
3.2.1 The Used Car Descriptions are provided for information for you to be able to consider. We make every effort to ensure that The Used Car descriptions are accurate but may not address Your particular requirements, Where you require additional information in relation to the Used Car, please contact us by telephone or email so we may further assist you.
3.2.2 All Used Cars shown on the Website or on other advertising media are ex-business (ex-lease/fleet) vehicles and may have had multiple drivers.
3.2.3 All fuel economy figures quoted on the Website are in accordance with Directive 93/116/EC. They have been calculated using the same test cycle as used for official exhaust emission classification. The figures are designed for comparison purposes only.. Under normal use the vehicles actual fuel consumption figures may differ from those achieved through the test procedure, depending on driving technique, road and traffic conditions, environmental factors and vehicle condition.
3.2.4 Any references to the speed or performance of the Used Car should not be taken as an encouragement to drive irresponsibly, dangerously or at speeds in excess of national limits or to breach the rules of the Highway Code. Any references to accessories fitted to the Used Car should not be taken as an encouragement to act anti-socially or to encourage unsafe driving.
3.2.5 We make every effort to ensure that the prices and figures shown on the Website and on other advertising media are accurate, however, errors may occur and We may change prices without notice. We will inform You as soon as reasonably possible if there is an error in the price of the Used Car that You have ordered.
You may then either
(a) re-confirm Your order at the correct price or
(b) cancel Your order.
If You decide to cancel Your order after We have informed You of a pricing change, We will give You a full refund of any monies you have paid as soon as reasonably possible (and in any event within fourteen (14) days of cancellation).
3.2.6 We make every effort to ensure the accuracy of the information contained in the Website, Used Car Descriptions and other advertising media however, errors may occur. Carzam are not agents of any manufacturer and cannot enforce any manufacturer’s express or implied warranty or representation.
3.2.7 We have made every effort to display the vehicle accurately on our website, however, errors can sometimes occur. If you have any questions or queries regarding the photos or descriptions of vehicles, please contact us’.
4. USED CAR PURCHASE TERMS
4.1 Acceptance of Terms
4.1.2 If You are under the age of 18 You may not buy any Used Cars from Us.
4.2 Personal Data
4.2.1 Your request to receive further information about a particular Used Car and/or Your request to buy a Used Car will require You to submit Your Personal Data to Us online through the Website, by email, live chat or over the phone.
4.2.2 The Personal Data You submit to Us will only be used in accordance with the Privacy Statement.
4.2.3 In accordance with the Privacy Statement, Your Personal Data will be (i) used by Carzam and Our suppliers, including for the avoidance of doubt purposes relating to Your purchase of the Used Car and (ii) used by Carzam for marketing and research purposes and will not be disclosed to other organisations for marketing and research purposes.
4.2.4 If You do not wish to receive any further marketing information or wish to update or correct any inaccuracies in Your Personal Data please contact Us.
4.2.5 In the absence of negligence on Our part, We will not be responsible for any loss that You may suffer if a third party gains unauthorised access to any Personal Data that You give Us.
4.3 Placing an Order
4.3.1 To purchase a Used Car, You are required to:
- Complete the “Buy Car” process for a Used Car listed on Our website, and
- provide Us with cleared funds for the full amount due as set out in your Order confirmation either by way of electronic means, bank transfer, funds from a secured or unsecured loan through our online finance partner or any combination forthwith.
4.3.2 Following your completion of the “Buy Car” process for a Used Car listed on Our website, we will contact You by telephone and confirm your intention to purchase the Used Car (“Order confirmation”). We will also confirm the delivery address and agreed date and time of delivery, We will confirm with you the access required by Us at Your residential address to deliver Your Vehicle and collect Your Part-Exchange Vehicle, as applicable. Carzam will only deliver to You at your Your current residential address that matches the address on the documents provided by You for the digital identity verification process.
4.3.3 We will verify your identity and address using a digital identity verification process. You must have completed and passed checks via our identity verification partner onfido.com for your Order to be completed. In the event that your identity checks are not passed then we will contact you to inform you that we will cancel your order and refund to you any payments already made to us in relation to this Order.
4.3.4 You must provide Us with proof of Your identity and proof of Your current residential address.
Acceptable identity documents are:
- Your passport or Your photo driving licence; and
- A Utility bill in your name for Your current residential address which is less than three months old.
4.3.5 When You have placed an Order on our website and We have completed the Order Confirmation, We will remove the Used Car from sale. Your delivery will typically be completed 1 to 7 days from the date the Order is confirmed but no later than 30 days following Order confirmation.
4.3.6 You will receive a copy of these Purchase Terms and Conditions by email to the email address you provided with your Order.
4.3.7 By submitting your Identity Documents to Us, You confirm acceptance by You of these Purchase Terms and Conditions and you agree that We may use the information contained in the Identity Documents to verify your identity and, where you are purchasing more than one Used Car in any one year period, to carry out due diligence screening.
4.3.9 We reserve the right to contact you at any time prior to completion of the Delivery to inform you that we do not accept the Your Order. This is typically for the following reasons:
- The Used Car is unavailable for an unforeseen reason;
- You are not allowed to buy the Used Car from Us;
- We are not allowed to sell the Used Car to You;
- You have ordered too many Used Cars;
- or there has been a mistake on the pricing or description of the Used Car.
4.4 Order Cancellation
4.4.1 If you wish to cancel your order prior to Delivery of the Vehicle you must do so contacting us or by emailing email@example.com or by phone during business opening hours the day before delivery is scheduled. We will give You a full refund of any monies you have paid as soon as reasonably possible (and in any event within fourteen (14) days of cancellation)
4.4.2 If We contact you to inform you that we do not accept Your Order, as detailed in 4.3.9, then We will give You a full refund of any monies you have paid as soon as reasonably possible (and in any event within fourteen (14) days of cancellation)
4.5.1 The balance of the purchase price is to be paid by You to Carzam on our website prior to delivery or collection of the Used Car (“Balance Payment”) by debit card or acceptance of a finance agreement from our finance partner. Bank Transfers, credit cards and cash payments are not accepted.
4.5.2 Debit cards used to make the Balance Payment must be from a card registered in the name of the person identified in the Identity Documents.
4.5.3 Please read the Order Acknowledgement carefully and check Your order before submitting the Payment. If You need to correct any errors in Your order You can do so by contacting Us by email or by telephone at 0203 983 2455.
4.5.4 By ordering Online, You have an obligation to pay the Balance Payment on completion of the order. Failure to do so will result in Us acting in good faith in assuming that Your intention is to cancel Your order. As a result, the Used Car will be removed from “reserved” status and placed back on sale. We will acknowledge receipt of your Balance Payment by email or by telephone as soon as possible.
4.6 Part Exchange Vehicle
4.6.1 You must notify us during the Order if you have a vehicle you wish to part-exchange (“Part-Exchange Vehicle”), provide us with all the information regarding the Part-Exchange Vehicle which we may reasonably request and ensure the Part-Exchange Vehicle is available at the same location and time as Delivery of the Vehicle in order for us to examine it. For the Part-Exchange vehicle to be considered You will be required to describe its specification and condition (“Description”) during the Order process. The information provided will be used by Us to determine if the Part-Exchange Vehicle proposed by You meets the required criteria set by Us for consideration in the Order.
4.6.2 If we agree to consider purchasing your Part-Exchange Vehicle, we will inspect it, at the time of Delivery of the Vehicle, to ensure it matches the Description you provided. We are not obliged to provide a part-exchange option when selling the Vehicle and our decision to examine and value a Part-Exchange Vehicle, including the valuation we give, is solely at our discretion.
4.6.3 If we are willing to accept a Part-Exchange Vehicle in part or full payment of the Price we will provide you with a valuation for the Part-Exchange Vehicle (“Part-Exchange Valuation”) for your consideration and prior to confirmation. If, following our inspection, the Part-Exchange Vehicle does not match the Description provided by You then we reserve the right to exercise the options set out in clause 4.6.7, and we will withhold completion of the Delivery of the Vehicle until you have paid the difference in Price or cancelled the contract and in which case you will be charged the Delivery Fee
4.6.4 You are under no obligation to accept the Part-Exchange Valuation that we provide you with and may withdraw the Part-Exchange Vehicle from the transaction up until 11pm on the working day before the day of Delivery of the Vehicle, as long as you notify us of your decision. Upon Your withdrawal of the Part-Exchange Vehicle from the transaction, we will withhold completion of Delivery of the Vehicle to You until you pay the difference in Price or cancel the contract.
4.6.5 For the avoidance of doubt we are entitled to amend a Part-Exchange Valuation and reject a Part-Exchange Vehicle which is delivered to us for any reason, including but not limited to circumstances where:
- the condition of the Part-Exchange Vehicle has changed since we provided the Part-Exchange Valuation or the condition of the Part-Exchange Vehicle is not as stated in the Description given by you;
- there is a discrepancy in the recorded mileage of the Part-Exchange Vehicle or the mileage at the time of delivery is more than 500 miles higher than the mileage declared by You at the time of the Order;
- the Part-Exchange Vehicle has been subject to a total loss claim;
- any other issue is identified by an HPI check or equivalent vehicle history check on the Part-Exchange Vehicle;
- the Part-Exchange Vehicle is not your property to dispose of or you do not have the right to sell it; or
- the V5c registration documentation for the Part-Exchange Vehicle is missing, incomplete or is not in your name.
4.6.6 In the event that we reject a Part-Exchange Vehicle in accordance with Condition 4.6.5 above we are entitled at our option to:
- reject the Part-Exchange Vehicle entirely and require payment of the Price by another means; or
- provide a new Part-Exchange Valuation in relation to the Part-Exchange Vehicle.
4.6.7 When delivering a Part-Exchange Vehicle to us you must provide:
- all sets of keys to the Part-Exchange Vehicle; and
- the V5c registration documentation in your name and any associated documentation (such as service books) for the Part-Exchange Vehicle;
without which we will not accept the Part-Exchange Vehicle.
4.6.8 We do not store Part-Exchange Vehicles and will be unable to return your Part-Exchange Vehicle if you exercise your consumer rights or a 14-day cancellation, as outlined in section 8. In this case We will provide You with payment equivalent to the invoiced Part-Exchange Vehicle value, paid into the Bank account of the named person on the invoice only.
4..6.9 We accept no liability for loss or costs in relation to any property or modification, to the original vehicle specification You have completed to the Part Exchange Vehicle, which You have failed to remove from the Part Exchange Vehicle prior to completion of the Delivery, including failure to transfer or retain a cherished registration plate via the DVLA or any aftermarket extras such as a tow bar.
5. Carzam Warranty
5.1 All Vehicles will be supplied with a 100 day Carzam Warranty (“Warranty”). The 100 day period starts on the date of delivery of the Vehicle. The Warranty is activated via an app available from the Google Play Store or the Apple App store which should be downloaded to a compatible electronic device (typically a smartphone) by You. We accept no liability for the availability or compatibility of the app with your device. The Warranty terms and conditions are provided on the App and sent to You by email with your order confirmation.
5.2 To claim on Your Warranty you should in the first place use the dedicated app.
5.3 Warranty claims are subject to the terms and conditions of the warranty.
5.4 During the Order, You may choose to extend the Warranty to 12, 24 or 36 months cover (inclusive of the initial free 3 months cover) at extra cost. Extended Warranties are only available to purchase on vehicles under 5 years old and under 100,000 miles at the time the Extended Warranty is purchased and are subject to separate terms and conditions.
6. Insurance and Road Fund Tax
6.1 It is Your responsibility to ensure that, prior to Delivery, You have insured the Vehicle and paid the applicable Vehicle Excise Duty (“Vehicle Tax”) for use of the vehicle on public highways. As part of the sale contract, You will confirm that You understand that the Vehicle will not be insured or taxed by Carzam on delivery to You and that You take full responsibility for purchasing Vehicle Tax and insurance for the Vehicle on or before the day of delivery. In certain circumstances a Vehicle’s status must be changed before VED can be purchased and We will inform you of this during the Order Confirmation process.
6.2 Notwithstanding clause 6.1 above, if You are taking delivery of a Used Car at our Storage Hub We will not release the Used Car to you until You have provided Us with a copy of Your valid insurance certificate or cover note for the Used Car.
7. Delivery or Collection
7.1 Delivery of the Vehicle to your residential address is only available for customers who reside in areas indicated by our website. For areas not included we will provide a collection option only. Delivery of the Vehicle is to be taken within 7 days of notification to You that the Vehicle is ready for delivery. Vehicle collection can only be made from our Storage Hub(s) outlined in your order.
7.2 We do not make deliveries to any address outside of the mainland United Kingdom.
7.3 The Vehicle shall remain in Our beneficial ownership until full payment for the Vehicle has been received by Us, a sale contract signed by You has been received by Us, and proof of address and identity has been accepted by Us. The risk in the Vehicle, shall pass to You upon completion of the Delivery.
7.4 Where we have agreed to deliver the Vehicle to You, We will use every reasonable effort to deliver the Vehicle on Your desired delivery date or dates, but shall be under no liability whatsoever for loss occasioned by delay in delivery arising out of any cause beyond our reasonable control. Time for delivery shall not be of the essence and You shall have no right to damages or to cancel the order for failure for any cause beyond our reasonable control to meet any delivery date stated.
7.5 We may drive the Vehicle from our place of business to the agreed delivery destination and consequently the mileage of the Vehicle will increase accordingly.
7.6 If you fail to accept delivery of the vehicle within 7 days of notification that the vehicle is available for delivery, we shall be entitled to treat the contract as repudiated by you and we reserve the right to charge you the missed delivery fee of £200
7.7 We reserve the right to charge You a Missed Delivery Charge of £200 per instance to compensate Us for costs incurred for a failure by You to take delivery on an agreed delivery date that was previously confirmed in writing (including email).
7.8, Missed Delivery Charges will be waived should You provide in writing a minimum of 24 hours’ notice of Your inability to take delivery on the agreed delivery date.
7.9 If We are unable to Deliver Your Vehicle on the date of delivery then We will contact you to inform you of the delay and the agree a timescale for Delivery to be completed.
8. Cancellation and refunds following receipt of the goods
8.1 In addition to Your right to cancel Your purchase prior to taking ownership of the goods, as set out in clause 4,4, You also have a right to cancel Your purchase up to 14 days after taking delivery of the goods using the Carzam 14 Day Money Back Guarantee. This does not affect your statutory consumer rights.
8.2 Notification of Cancellation Request
8.2.1 To exercise your right to cancel you are required to provide us with a Cancellation Request either in writing, by email to firstname.lastname@example.org or by telephone on 0203 983 3455. If You request a cancellation via telephone We may require You to provide an additional written confirmation of Your request. Postal requests should be sent to Returns department, Carzam ltd, Morley Way, Peterborough, PE2 7BW. You may require proof of posting.
8.2.2 To make a Cancellation request in writing (post or email) please use the following format
- I/We [*] hereby give notice that I/We [*] request the cancellation of my/our contract of sale for the following goods [Registration Number / Make / Model] including associated products.
- Vehicle ordered on [date DD/MM/YY] / delivered on [DD/MM/YY],
- Name of consumer(s),
- Address and Postcode of consumer(s),
- Signature of consumer(s) (only if this form is completed on paper),
- Date of request [date DD/MM/YY]
- [*] Delete as appropriate
8.2.3 You do not need to give Us any reason for using the Carzam 14 day money back guarantee on Your purchase. This right to cancel does not affect any of Your statutory rights.
8.2.4 We will contact you to acknowledge receipt of your Cancellation Request and make arrangements for Your Order to be cancelled, for the return of Your Vehicle, where applicable and a refund to be issued. Where you are cancelling a purchase where the goods have not been delivered We must have received Your request by 11.30pm the day before the scheduled handover of Your vehicle is due to take place. Where you are using the Carzam 14 day Money Back Guarantee We must have received Your request by 11.30pm on the 14th day following the day on which You received the goods.
8.2.5 We will aim to contact you within 24 hours of having received your Cancellation Request. If you have not received formal confirmation within 24 hours of placing your Cancellation Request then You should contact us at email@example.com
8.2.6. Where you have taken possession of Your vehicle it must be returned to our place of business within 14 days of our acknowledgement of Your Cancellation Request.
8.2.7 Any refund due to You as part of this Cancellation will be made within 7 days of the vehicle being returned to our place of business by means of bank transfer. Carzam will request from You bank account details by which to complete this refund. Where payment is required by You to exercise this right as set out in clause X.X, a payment link will be sent to You by Us for you to complete a secure payment online using a suitable debit card.
8.3 Right to cancel where goods were purchased by card payment, with or without a part exchange vehicle
8.3.1 In accordance with Your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, You have the right to cancel the purchase of the Vehicle up to fourteen (14) days after the date of Delivery with the Carzam “14 day money back guarantee”.
8.4 Right to cancel a purchase made using a finance agreement, with or without a part exchange vehicle
8.4.1 If You have entered into a finance agreement to pay for the Car, You have a right to change Your mind and withdraw from the finance agreement under s66A of the Consumer Credit Act 1974 without giving any reason “Right to withdraw”. If you exercise this right, the finance agreement is ended through means of You settling the outstanding agreement with the lender directly, you will retain possession of the car and the car’s legal title will be transferred to you. Please refer to the relevant section of your finance agreement for further details of how to exercise this right to withdraw.
8.4.2 If You have used a finance agreement to fund Your purchase and wish to exercise a 14 Day Money Back Guarantee and return the car to Carzam, then Carzam will exercise your Right to Withdraw on your behalf. Carzam will return to the finance provider the amount which is payable by You in the Finance agreement under Your Right to Withdraw from that agreement, provided that You comply with Your obligations set out in clauses 8.5 to 8.9.
8.5 Use of vehicle and mileage limitations within 14-day refund period
8.5.1 To receive a full refund during the 14-day cancelation period, a maximum additional mileage of 250 miles from the recorded delivery mileage is allowed. Any additional mileage recorded at the time of receipt by Us of a rejected Vehicle will be regarded as excess mileage and will be charged at £1.00 per mile over the 250 mile allowance. A deduction equivalent to the distance between the delivery address and our place of business will be made to this mileage if You choose to return the car to Our place of business as set out in clause 8.7
8.5.2. In the case of a purchase funded through a card payment, this excess mileage charge will be deducted from your final refund amount.
8.5.3 In the case of a purchase funded through a finance agreement, the finance agreement will be ended and any mileage charges will be deducted from any deposit refund due. Where the mileage charge is greater than the deposit, Carzam will require You to pay the balance amount due by card payment to enable to cancellation to be completed.
8.6 Collection of a rejected Vehicle
8.6.1 You will be provided with the option to have Carzam collect your Vehicle from your delivery address and You will be liable for a collection charge of £200 which will be deducted from your final refund
8.6.2. In the case of a purchase funded through a card payment, this collection fee will be deducted from your final refund amount.
8.6.3 In the case of a purchase funded through a finance agreement, the finance agreement will be ended and the collection fee will be deducted from your finance deposit refund. Where the collection fee is greater than the finance deposit, Carzam will require You to pay the balance amount due by card payment to enable to cancellation to be completed.
8.7. Self-drive return to a Carzam place of business
8.7.1 If You choose to return Your Vehicle to us at Our place of business then We will agree a date and time for the return to take place within normal operating hours of our place of business and subject to our agreement.
8.7.2 The Vehicle Condition Liability for the Vehicle remains with You until it is returned to us and one of our agents has signed for acceptance of the Vehicle.
8.8 Vehicle Condition Liability
8.8.1 If you choose to exercise your right to use the Carzam 14 day Money Back Guarantee, the condition of the goods (“Vehicle Condition Liability”) remains with You until an authorised Carzam employee has signed to accept receipt of the Vehicle from You. Any damage present on the Vehicle which we record on inspection of the returned Vehicle which was not recorded when you accepted Delivery of the Vehicle remains your liability.
8.8.2 No refund amount will be made until the vehicle has been inspected and signed for by an authorised Carzam employee. Any costs for rectification of this damage will be deducted from any final refund amount and You will be made aware of that amount prior to the refund being issued.
8.8.3 The Vehicle must be returned with all keys and documentation provided to you at the time of Delivery. We reserve the right to deduct any costs or associated costs incurred by Us to replace non-returned documentation from the amount refunded to You. In certain circumstances we may accept a refundable deposit for missing documentation which will be deducted from the refund amount and refunded to You on delivery of the missing documentation to Us within an agreed timescale.
8.8.3. In the case of a purchase funded through a card payment, any charges for Vehicle Condition Liability will be deducted from your final refund amount.
8.8.4 In the case of a purchase funded through a finance agreement, the finance agreement will be ended and any charges for Vehicle Condition Liability will be deducted from your finance deposit refund. Where any charges for Vehicle Condition Liability are greater than the finance deposit, Carzam will require You to pay the balance amount due by card payment to enable to cancellation to be completed.
9. Notifications and complaints
9.1 At Carzam our aim is to ensure that you are entirely happy with your purchase. However, should you need to raise a complaint then You should do so at the earliest opportunity by emailing firstname.lastname@example.org, calling our dedicated Carzam Customer Support team, on 0203 983 2455 or writing to us at Customer Support, Carzam ltd, Morley Way, Peterborough, PE2 7BW. You may require proof of posting.
In order for us to assist in resolution of Your complaint please make it clear the nature of Your complaint, the registration of Your vehicle (if relevant) and Your contact details.
9.2 Complaint Handling and resolution
9.2.1 We will use the following process to address your complaint:
- Our dedicated Customer Support team will try to resolve Your concerns as soon as possible, usually before the end of the next working day. If this isn't possible We will contact You within 5 working days to explain what We are doing and when You can expect a resolution.
- Within 8 weeks We will call or write to You either with a final response advising You of our findings, or an update on our investigations and confirmation of when We expect to be able to provide a final response, if appropriate.
- In Our final response letter We will indicate whether in Our view Your complaint may be suitable for consideration by the Financial Ombudsman Service or Alternative Dispute Resolution Service.
For further details of our Complaints process please see our Customer Complaint Process
9.2.2 In certain circumstances, if You are unhappy with Our final response or We do not issue You with a final response in writing within 8 weeks of You contacting us with Your concerns, You may be able to refer Your complaint to the Financial Ombudsman Service or an Alternative Dispute Resolution service. Details of Your rights will be provided to You as appropriate in Your case. If You wish to refer Your complaint to the Financial Ombudsman Service, this must be done within 6 months of Our final response letter.
Financial Ombudsman Service
Telephone: 0300 123 9123
Kent County Council ADR service
Kent County Council, ADR,
8 Abbey Wood Road,
10. Limitation of Liability
10.1 Carzam will not have any liability for any of the following losses: loss of profits or revenues; loss of contract or business opportunities; loss of goodwill; loss of data, loss of income; increased costs or expenses; or any indirect, special or consequential loss or damage that may arise by reason of any breach of these Terms and Conditions or breach of any implied warranty, condition or other term, any representation or any duty of any kind imposed on Carzam by operation of law, except as expressly provided in these Terms and Conditions. Nothing in this clause is intended to exclude or limit Carzam’s liability for death or personal injury caused by its negligence or that of its employees, agents or subcontractors; or fraud or fraudulent misrepresentation by it or its employees or any other liability that cannot be excluded or limited by law. The entire liability of Carzam under or in connection with this contract shall not exceed the price of the Used Car, except as expressly provided in these Terms and Conditions.
11. Statutory Rights
11. 1 Nothing in these Terms and Conditions affects Your legal rights under the Consumer Rights Act 2015 or Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, You can find out about your rights as a consumer by contacting the Citizens Advice Consumer Service on: 0808 223 1133.
12.1 The contract is personal to You and You may not without the prior written consent of Carzam assign or dispose of it. Carzam shall be entitled at any time to assign the contract in whole or in part.
13. Force Majeure
13.1 Carzam shall not be liable for any delay in or failure to perform its obligations under these Terms and Conditions if that delay or failure is caused by circumstances beyond its control, including strikes, lockouts or other industrial disputes (whether involving the workforce of Carzam or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractor.
14.1 If any provision (or part of any provision) in these Terms and Conditions is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, such provision or part shall to the extent required, be deemed not to form part of these Terms and Conditions and the validity and enforceability of the other provisions of these Terms and Conditions or the sale contract shall not be affected.
15. No Relationship or Agency
15.1 Nothing in these Terms and Conditions is intended to create, or shall operate to create, the relationship of principal agent or employer and employee or a joint venture or partnership between the parties.
16. Entire Agreement
16.1 These Purchase Terms and Conditions and the sale contract contain the entire agreement between the parties relating to the subject matter of the contract, and (in relation to that subject matter) supersedes any and all prior agreements, arrangements, statements and understandings.
17. Governing Law & Jurisdiction
17.1 These Terms and Conditions and the sale contract shall be governed by the laws of England and the parties hereby submit to the exclusive jurisdiction of the English Courts.