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10 day money back guarantee


Terms and conditions

The heycar money back guarantee is provided by Mobility Trader UK Limited trading as heycar ("we", "us" and "our"). We are a limited company, registered in England. Our registered company number is 12016686, and our registered office is at 5 New Street Square, London, United Kingdom, EC4A 3TW. Our website is at heycar.co.uk (the "heycar site") use of which is also subject to our heycar Terms of Use.

By registering for our money back guarantee you will be deemed to accept these terms, together with all claim instructions which form part of these terms.

For the avoidance of doubt, nothing in these terms shall constitute a product warranty or a contract of insurance.

What is the heycar money back guarantee?

If you purchase an eligible vehicle (further details of eligibility are set out below) which you found through the heycar site but it doesn't live up to the heycar promise or if you just change your mind then, subject to these terms and conditions  we will work with you to either return the vehicle to the dealer for a refund or replacement or we'll buy it from you for the price you paid.

In order to be eligible for the MBG you must register your purchase and submit a claim before 12pm on 10th day following your purchase.

Eligibility

If you submit an enquiry about a vehicle you're interested in through the heycar site  and proceed to purchase that vehicle within 10 days of submitting your enquiry, your purchase may be eligible for the money back guarantee, subject to these terms and conditions.

 

In order to be eligible for the money back guarantee you must ensure that the vehicle is kept in the same condition as it was when you purchased it and you and your vehicle must meet all of the following eligibility criteria:


  • You must have purchased the vehicle within 14 days of the initial enquiry you made in relation to that vehicle via the heycar site.
  • You must be the legal owner of the vehicle, including as between you and any finance provider. For further information in relation to financed vehicles see the section entitled "What if I paid for the vehicle using finance?" below).
  • The vehicle must not be damaged, modified or altered from the condition it was bought in, in any way.
  • If you are eligible to a refund or repair under an applicable manufacturer or dealer warranty, you must exercise this right in the first instance. You may only claim the heycar money back guarantee if you are not able to obtain a repair or refund under any such manufacturer or dealer warranty.
  • The vehicle must not have been driven more than 500 miles since the time of purchase.
  • Neither the listing price on the heycar site nor price paid for the vehicle may be more than £100,000.
  • You must not be an employee of the relevant dealer or any of its agents, suppliers or related companies or otherwise connected with the dealer or related personally or professionally with any such person or any members of their immediate families or households.

 

We will only refund the actual price paid for the vehicle which must be no more than the value the vehicle is listed on the heycar site.  We reserve the right to refuse or reduce the amount paid in relation to a claim if the listing price or the price actually paid is higher than the Car Auction Price (CAP) retail value for the vehicle.

 

We also reserve the right to refuse or reduce the amount paid in relation to a claim in our sole discretion if:

  • we find that the vehicle has been subject to unreasonable usage or treatment;
  • the purchase price has been artificially inflated or does not reflect fair market value; or
  • we suspect any breach of applicable law, including in relation to fraud, money laundering or other dishonesty relating to the claim.


How do I make a claim?

You can make a claim by visiting our claims page  and providing proof of purchase and any further evidence which we may reasonably request in relation to the vehicle and your purchase.


How long do I have to make a claim?

You have until 12pm on 10th calendar day following your purchase to submit a claim together with proof of purchase and any further evidence which we may reasonably request in relation to the vehicle and your purchase.  For example, if you were to purchase the vehicle on the 1st of the month, you would have until midday on the 11th of that month to make a claim.

 

Any claim made after this time will be rejected and we will have no responsibility to consider your claim or pay you a refund.

 

What happens when I submit a claim?

When you submit a claim we may work with you and the dealer to address any issues you have with your vehicle. If your vehicle has developed a fault which is covered by a dealer or manufacturer warranty, you must ensure that the fault is repaired or the vehicle is replaced under that warranty in the first instance.

If this is not possible for any reason or if you are not satisfied with the resolution achieved through the dealer then we will purchase the vehicle from you for the price you paid for it, subject to these terms.


What happens when my claim is accepted?

If your claim is accepted we will notify you and arrange for your vehicle to be collected. The agreed purchase price will be paid to you within a reasonable period via the same payment method which you used to make the original purchase, where possible.

You must ensure that any vehicle you return is clean and ready for collection on the arranged date with at least half a tank of fuel. If the vehicle needs to be refuelled on site or cleaned before it can be sold on, we may deduct the reasonable costs for this from the returned purchase price.


What if I purchased the vehicle through part-exchange?

If you purchased the vehicle using your own vehicle as part-payment under a part-exchange scheme, we will pay you back the amount you paid plus the value of the part exchanged car (i.e. the value put towards the purchase of the new vehicle). Unfortunately, we cannot guarantee the return of any vehicle offered up in part-exchange for the purchase.


What if I paid for the vehicle using finance?

If you purchased the vehicle through a financing arrangement, such as hire purchase (HP) or personal contract purchase (PCP) schemes, the finance provider may be the legal owner of the vehicle under the terms of the relevant finance agreement. Under such schemes you will generally have a 14 day cooling off period in which to cancel your finance contract.

In order for us to purchase the vehicle from you under this money back guarantee, you must be the legal owner of the vehicle so you will need to cancel any such finance arrangement and pay back any amounts borrowed so that you become the legal owner.

You will be responsible for any early repayment or other charges of the third party finance provider and, if the amount paid under the guarantee is less than the amount payable under the finance arrangement, you will be responsible for any shortfall.

If you have any questions about how to cancel your finance arrangement in order to claim the heycar money back guarantee, please Contact Us.


Our liability

Nothing in these terms shall limit or exclude our liability to you:

  • for death or personal injury caused by our negligence;
  • for fraudulent misrepresentation;
  • for breach of any term implied by the Consumer Rights Act 2015 and which, by law, may not be limited or excluded; or
  • for any other liability that, by law, may not be limited or excluded.

 

Subject to this, in no event shall we be liable to you for any business losses, and any liability we do have for losses you suffer arising out of or in relation to these terms shall not exceed the amount payable by you for the relevant vehicle and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time you purchase the vehicle.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control.


Other important terms

We reserve the right to amend or withdraw the heycar money back guarantee at any time on reasonable notice provided that no such amendment or withdrawal will affect your rights in relation to vehicles already purchased at the time the amendments or withdrawal comes into effect.

You may not transfer or assign any or all of your rights or obligations under these terms.

If we fail to enforce any of our rights, that does not result in a waiver of that right. If any provision of these terms is found to be unenforceable, all other provisions shall remain unaffected.

These terms and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of the money back guarantee. These terms may not be varied except with our express written consent.

These terms shall be governed by English law, except that (if you are a consumer and not a business user) and if you live in Scotland or Northern Ireland, there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.

You agree that any dispute between you and us regarding these terms will only be dealt with by the English courts, except that (if you are a consumer and not a business user) and if you live in Scotland or Northern Ireland, you can choose to bring legal proceedings either in your country or in England, but if we bring legal proceedings, we may only do so in your country.


Contacting us

Please submit any questions you have about these terms and conditions by email to guarantee@heycar.co.uk, by telephone on 020 3868 4949 between the hours of 9:30am to 6pm, Monday to Friday or write to us at: 5 New Street Square, London, United Kingdom, EC4A 3TW.