MOBILE SERVICING: VOLKSWAGEN GROUP UNITED KINGDOM LIMITED TERMS AND CONDITIONS

1.1. We are Volkswagen Group United Kingdom Limited a company registered in England and Wales. Our company registration number is 514809 and our registered office is at Yeomans Drive, Blakelands, Milton Keynes MK14 5AN. Our registered VAT number is 217990930.

1.2. You can contact us by telephoning our customer service team or by writing to us. Our contact details will be confirmed on your Order.

1.3. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when placing your order.

1.4. When we use the words “writing” or “written” in these terms, this includes emails.

2.1. These terms apply to the Services that you order from us.. Please read these terms carefully before you place an Order on our site or via telephone, as they set out important information about your and our rights and obligations. Please note that you must agree to these terms before you place your Order.

2.2. You must be at least 18 years old and a resident of the UK to place an Order on our website or via telephone.

2.3. We may make changes to these terms at any time. However, the terms which apply to your Order will be those in force at the time you submitted your Order to us.

2.4. Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.

2.5. Your use of our website is governed by our Website Terms of Use

2.6. Our contract with you will become binding in accordance with section 4.6 below.

3.1. In these terms:

Placing an Order

4.1. You will be able to place an Order by the website or over the telephone. The Order will provide all the relevant information relating to the Services you would like to receive.

4.2. When placing an Order via telephone, our operator will confirm their identity, the identity of the person on whose behalf they are making the call and the commercial purpose of the call. They will also provide you with a summary of the main terms that apply to your Order, and will confirm with you the details of the Services to be provided and the price you will need to pay.

4.3. When you place your Order, you will be required to provide the following details:

4.4. It is important that you carefully read and/or review (if made by telephone) the Order, including the information relating to the Services and these terms and conditions, before you agree to it. You will be given time to review your online order before you accept these terms. For telephone orders, you will be provided with a summary by e-mail.

Acknowledgement and acceptance of your Order

4.5. After you place your Order, you will be sent an acknowledgement email to let you know that we have received your Order. This does not mean that your Order has been accepted by us. Your Order is an offer to buy the Services from us on these terms. If you have placed your Order via telephone, please take this opportunity to review the terms of the Order and ensure they are in line with the conversation you had with our operator. If you have any queries, or if you need to make any changes, please do contact us as soon as possible.

4.6. Acceptance of your Order by us takes place when we send you a further order confirmation email, at which point a legally binding contract is formed between you and us on these terms.

4.7. The confirmation email will give you a date for when the Services will be performed. We will keep you informed of any change to such date, but if we want to change the date, you will have the right to cancel your Order and receive a refund.

4.8. If for any reason we cannot accept your exact Order, for example because we are unable to take payment, the Services are unavailable, you are under 18 or live outside of the UK, or there has been a mistake regarding the pricing or description of the Services, we will inform you of this using the details you provided when you placed your Order and your Order will be cancelled. We will refund any payments already made, where relevant. We have the right to reject any Order for any reason.

Availability

4.9. All Orders are subject to availability. We cannot guarantee that any Service will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop providing certain Services. If this happens and it affects your Order, we will notify you by email or telephone, cancel your Order and provide you with a refund of any advance payments made by you for any Services that have not yet been provided.

5.1. All Services prices are determined by Volkswagen Group United Kingdom Limited and are set out on our website. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate. The price for the Services you order will be as presented to you before you place your Order.

5.2. Prices for our Services may change at any time. Except as set out in clause 5.3 below, such changes will not affect existing Orders.

5.3. If there has been an error on the website or by one of our telephone operators regarding the pricing of any of our Services and this affects your Order, we will try to contact you using the contact details you provided when you placed your Order. We will give you the option to re-confirm your Order at the correct price or to cancel your Order. If we are unable to contact you, we will treat the Order as cancelled and notify you by email.

6.1. We accept the following credit cards and debit cards: Mastercard, Visa. You can also pay by Google Pay, Apple Pay. All credit card and debit card payments need to be authorised by the relevant card issuer.

6.2. We require payment of the total order cost when you place your Order. We will take this payment from your card when you place your Order. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your Order. If we are unable to contact you, we will cancel your Order and notify you by email.

7.1. There may be times when you need to change your Order, for example, you need to change the time or date for the performance of the Services. Please note that we are under no obligation to permit changes, but we will do everything we reasonably can to accommodate such requests.

7.2. In the event that we cannot accommodate a change, we will contact you in order to give you the option to proceed with your original Order, or end your contract with us.

7.3. Please note that if you want to end your contract within [24] hours of your scheduled Service, you may not be entitled to a refund.

7.4. In the event that we are able to accommodate a change, we will contact you in order to discuss your options. Please note that any changes we are able to accommodate may impact the price of the Services, for example, if you want a address for the performance of the Service. We will provide you with all relevant information around the impact of any decision to make the change, so you can make a fully informed decision on whether or not to proceed.

7.5. Our Agent will not be able to provide additional services on the date of performance if these did not form part of your Order. If you require additional Services on such date, you will need to enter into a new Order with us via the website or telephone number as used previously.

8.1 We will provide the Services:

8.2. When placing an Order, and at the time your Order is accepted, you will be given the d date when we anticipate your Services being provided. Such date will be provided to you at the earliest opportunity by us and are estimates only, subject to our amendment at any time. We will keep you updated of the same, but in the event of any ongoing delays, you will be entitled to end the contract as described in section 11.

8.3. If the date is delayed by an event outside our reasonable control (for example, severe weather, accidents or unpredictable traffic delays) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but please see section 11.1.3 for your rights to end the contract in such instances.

8.4. Where a delay is caused by circumstances beyond our reasonable control, we will usually try to perform the Services as soon as the issue causing the delay has been resolved. If the Services are delayed by more than 1 day, we will email you to let you know and offer you the option to either continue waiting until the issue has been resolved (if this is possible) or to cancel your Order and get a full refund. If the delay continues, we may decide to end the contract as set out in section 10.1.4

8.5. We are not liable to you for any losses you incur where the Services are delayed or cannot be performed because you fail to make the location available to us, fail to prepare the location as required for us to provide the Services, or fail to provide us with adequate instructions or information to allow us to perform the Services.

8.6. Where we provide Replacements to you as part of the Services, we will ensure that those Replacements are of satisfactory quality, are fit for purpose and comply with any descriptions we give you.

9.1. We must provide the Services to you with reasonable care and skill.

9.2. If the Services are not carried out with reasonable care and skill, you can ask us to repeat the relevant Services or to fix it, or get some money back if we cannot fix it.

9.3. For more detailed information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133.

9.4. If there is a problem with the Services we have provided to you, please contact us as soon as reasonably possible.

10.1. We can end our contract with you immediately and claim any compensation due to us if:

10.2. We will notify you in writing once the contract has ended.

Ending the contract for a reason that is not your fault

11.1. If you are ending a contract for a reason set out at sections 11.1.1, 11.1.2, 11.1.3, 11.1.4, or 11.1.5 below the contract will end immediately and we will refund to you any sums you may have already paid us. To end your contract in these circumstances, please email us] or call us. We will make any refunds due to you as soon as possible. Unless otherwise agreed with you, we will refund you using the same method you used for payment. The reasons are:

Ending the contract by exercising the right to change your mind

11.4.1 you lose your right to cancel once the Services are fully performed and you will not be entitled to a refund even if the cancellation period has not expired;

11.4.2. if the Services have not been fully performed, you will be required to pay for the Services we provided up to the time that you told us that you want to cancel. This means that if you ask our Agent to stop the Services before they have been completed, you may need to pay up to the full price of the Service.