Vehicle Return Condition & Fair Wear & Tear Guide

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Index:

2. Index & About the Guide. 3. Advice & Information. 4. End Of Hire Charges. 6. Wear & Tear Standards. 6. Appearance, Road Safety. 7. Body, Paintwork, Bumpers & Trim. 8. Glass, Windows, Lamps & Door Mirrors. 9. Wheels & Tyres. 10 Mechanical Condition. 10. Under The Vehicle. 11. Vehicle Interior, Dash. 11. Equipment & Controls. 12. Vehicle Inspection Tips. 14. Contact Information.

ABOUT THE GUIDE

Every respectable Vehicle Hire, Leasing, Rental & Fleet Management Company should clearly identify to their customer’s what to expect when they return a vehicle at the end of their Agreements. At V-Drive we look to work with our Customers to ensure clear expectations are set from Day 1 and what to expect when they return a vehicle to us. This Guide is designed to inform and help all of our customers to ensure vehicles are maintained correctly and to help avoid and take proactive steps to minimise any In Hire & End Of Hire charges. Fair Wear & Tear comes about when normal usage causes acceptable deterioration to a vehicle. Fair Wear & Tear should not be confused with Damage, this occurs as a result of specific events such as: Impact Damage. Harsh Treatment. Neglect or Negligent Acts. Not Maintaining the Vehicle correctly. Inappropriate Loading or Stowing of Items.

Advice & Information:

The most Important Advice while the vehicle is on Hire is to ensure the vehicle is used & Maintained according to the Vehicle Manufacturer’s Guidelines. When Receiving the vehicle take the Servicing, Maintenance & Information Booklets from the vehicle Glovebox and take some time to read through this to understand these guidelines before using the vehicle. Should you identify a fault when taking the vehicle you should inform V-Drive immediately on 0845 5198106 Drivers should always check what fuel type the vehicle is and follow the Manufacturer's Recommendations regarding Fuel & Fuel Blends to ensure the vehicle remains in warranty at all times. This also applies to Fluids & Oils.

Company Vehicle Users:

If you are a Company Car or LCV Driver your em-ployer may have a Fleet Policy and Staff Vehicle Handbook that should be read & followed at all times. Within these policies they may outline Preventative Vehicle Maintenance Checks, Road Safety & Accident Processes that you may need to undertake Daily, Weekly, Monthly or when an unexpected event happens. Our advice is to ask your employer for copies of these policies & processes and fully understand these while driving company vehicles. Most measures by companies are introduced to help the driver to remain safe as well as ensuring no additional charges are made against the company or you as an employee. For Personal Hirers: If you follow this guide you will help us and yourself minimise and charges that fall outside of standard wear & tear guidelines. If at any time during the Hire where you need assis-tance you can call the V-Drive Team on 0845 5198106.

End Of Hire Charges:

Why do we have these charges? End of hire charges only happen when the vehicle & the equipment or accessories supplied with the vehicle are not used, maintained or looked after as part of the Agreement at the start of the hire or in line with Manufacturers Guidelines. The charges are applied so the Hire Company can rectify any damage or replace any missing items such as Keys & Service History Documents and ensure the vehicle is of good standing for the next hirer or if the vehicle is sold. Customers are not charged for any Factors that are associated with Fair Wear & Tear. We advise that when you are looking to return the vehicle that any Damage that needs to be repaired outside of Fair Wear & Tear is done so before returning the vehicle to avoid any of these charges

What should customers expect when Returning a Vehicle:

Firstly, if you have opted to have the vehicle repaired before returning, you must ensure the repairs are carried out to a Professional Standard and by an Approved Repairer. You will be held responsible for any Sub Standard Repairs and will be recharged again for the work to be carried out correctly.

Returning A Vehicle To Site:

When returning the vehicle back to the original place of hire, the vehicle will be inspected for any Damage and a check of fuel levels, tyres & fluids will be done. You will be asked to sign some Off Hire Paperwork or Electronic Device, when doing so ensure you fully agree with the assessment before signing, as once this is completed you are agreeing to the condition of the vehicle and any defects identified and you agree that reasonable charges to rectify these defects will be recharged to you. This includes any loss of Fuel from when you took the vehicle vs when you returned it.

Vehicle Collection:

When a vehicle is collected the Inspector/Driver will go around the vehicle and do the same checks as if you were returning to a site (See Above). Once the inspection is completed you will be asked to sign some Off Hire Paperwork or an Electronic Device. When doing so ensure you ask for sight of the report & fully agree with the assessment before signing. Once signed you agree to the condition of the vehicle and the assessment. On Collection should Defects or Damage be identified when the vehicle is back to site you are still liable for this damage to be rectified.

What should customers expect when Returning a Vehicle (Continued): When a vehicle can not be inspected, this could be due to poor light or weather condi-tions, you will be asked to abandon the in-spection, this will be noted on the Off Hire Paperwork or Electronic Report and you will be asked to sign for this. Other instances where an inspection can not be fully completed is when the vehicle is Dirty and not clean enough to carry out a detailed inspection. When this happens it will be noted on the Off Hire/Collection Report and you will be asked to sign for this and you will be charged for a second inspection & to clean the vehicle. We would always advise customers to have the vehicle cleaned inside & out before returning vehicles to avoid these instances & charges.

When are the Charges Applied: You will be notified within 3 weeks if Charges for either Damage or Missing Items are going to be invoiced to you. This will come in the form of an Invoice followed by any Documentation supporting the Invoice (Or a Damage Pack). You will be given a detailed breakdown of the charges and how they have been calculated along with any Photographic evidence that is available. Be advised, that along with the actual Damage Repair or Invoice of any missing Part, Equipment or Accessory, V-Drive will also charge where applicable for: Loss Of Use or Revenue while being

repaired. Cleaning & Valeting (Where applicable). Administration Charges to process the

Damage Pack.

FAIR WEAR & TEAR STANDARDS: Please ensure you read through these, should you have any queries contact the V-Drive Team on 0845 5198106. Appearance, Road Safety, Documents & Keys: All Safety Features that came with the vehicle including any devices to help the driver including, Parking Sensors, Cameras, Cruise Control etc, must all be in full working order. The Vehicle must be in roadworthy condition upon collection with NO Warning Lights on the Dash Active. There must be the same levels of Fuel as when the vehicle was delivered, where fuel levels were delivered minimal, enough fuel to reasonably get to a fuel station should be in the vehicle upon collection.

Servicing, Maintenance & Repairs: The vehicle must have been inspected & Serviced according to the Manufacturers Servicing & Maintenance Schedules and Recorded in the Service Book with the vehicle, stamped & dated with the Servicing Agents Details Clearly Marked in the book. All Servicing & Maintenance must have been carried out by an approved Service Agent/Repairer and vehicle CPU re-set, updated & recorded correctly. If records have been kept Electronically these must be sent to V-Drive prior to the vehicle being collected. Any Repairs made to the vehicle before it is returned must have been completed to a Professional Standard by a repairer that can provide Full Transferable Warranty on their work. Unauthorised odometer changes and Not Acceptable under any circumstance. Any odometer alterations must have been reported & approved by V-Drive on 0845 5198106 and followed in writing.

FAIR WEAR & TEAR STANDARDS: Body, Paintwork , Bumpers & Trims: There should be no rust, corrosion, discolour on any painted area. Repaired Dents, Scratches & Chips are acceptable only when completed to a Professional Standard by Repairers that can provide Transferable War-ranty on their work. Dents: Dents (up to 10mm in diameter) are acceptable where there are no more than 2 per panel & the prima (Paint Surface) has not been broken and is free from any Rust. Anything outside these parameters is classed as Damage. Dents to the Roof or Roof Lines (Swage) are NOT Acceptable.

Scratches: Scratches & Abrasions up to 25mm are acceptable, relative to the mileage & age of the vehicle. This only applies when scratches do not brake the Prima, no bare metal is showing and no rust apparent and is classed as Damage. Chips: Small areas of chipping, including door edges & scuffs are acceptable. Should an area of chipping again brake the prima or produce rust spots this is not accepta-ble and is classed as Damage. Where an entire Panel, Trim or Bumper need repairing or repainting this is also not acceptable and classed as damage. Badges, Labels & Trims: Any livery, Logo’s or Badges that have been ap-plied by the Customer should be removed be-fore returning the vehicle, a small charge will be applied for removal. Any Missing or Damaged Badges, labels or trim will need to be replaced before returning or would be classed as a chargeable item to the customer.

FAIR WEAR & TEAR STANDARDS: Documentation & Keys: The Key should be presented with the vehicle and free from Defects or Damage, where a 2nd Key was supplied this must also be presented in the same condition as the first key. All Vehicle Documentation Inc. Service Books, Manuals and any other Documentation relating to the vehicle equipment or Accessories supplied with the vehicle must be up to date and be intact in the vehicle. Failure to keep these records and returned with the vehicle may incur charges. General Appearance: When Collected the vehicle should be clean enough in order to allow a detailed inspection of the vehicle. The inside should be valeted, clean and free of rubbish & all ashtray’s emptied of rubbish.

Accessories: When Vehicle Accessories are supplied, like Tow Bar, Beacons, Roof Racks etc, if fitted must be in a good condition and rust free. Where electrical accessories have been supplied these must be in good working order upon collection. Windows & Windscreens: Light scratching is acceptable provided it does not impair the drivers line of sight or interfere with the Heating working correctly. Chips, Cracks & Holes are Not Acceptable. Where Chips have been repaired this need to be to a Professional Standard and not in the driver line of sight. Door Mirrors, Lamps & Lenses: Minor Scuffs and Scratches up to 25mm are acceptable. Holes, Cracks, Broken or Missing Parts are not acceptable and is classed as Damage and rechargeable. Where applicable all Electronics & Lights should be in good working order & road legal. Where Door Mirrors are heated these should also be in good working order when collected.

FAIR WEAR & TEAR STANDARDS: Tyre Wear & Damage: All Tyres Including any Spare/s must meet minimum UK Legal Requirements. We recommend to avoid doubt to have these at 3mm or more to avoid any charges. Tyres during the hire and when the vehicle is returned should always comply with the Manufacturers Recommendations of tyre type. There must be no damage to the sidewall or tread of any tyre. When uneven wear due to under/over inflation is found this may also result in non wear & tear Replacement.

Wheel Trims & Wheels Inc. Rims: Holes, Dents or Bends on wheel rims or trims are not acceptable. Scuffs up to 50mm in total across the outer of any one alloy wheel is acceptable. Any Damage to spokes & the Hub of the alloy is classed as non wear & tear. The spare wheel/s jack, tool kit, inflatable kit where supplied must be intact and good working order when returning the vehicle. If wheels or Tyres are replaced by the customer they must in line with Manufacturers Guidelines & Specification.

FAIR WEAR & TEAR STANDARDS: Mechanical Conditions: Any Vehicle should be returned in a Road Legal, Safe & Reliable Mechanical Condition. Depending on age and mileage it should pass an MOT Test with no defects. Dash Warning Lights: During the Hire and when returning the vehicle should a waring light appear you should call V-Drive on 0845 5198106 immediately. When returning the vehicle NO Warning Lights should be active on the dash, this includes the Engine Management Light, DPF Filter Light, Tyre Pressure Light or Oil Pressure Lights. Should lights be present upon collection additional charges may be applied to rectify any fault not covered under warranty and/or if there is loss of revenue while repairing the problem.

None Wear & Tear Items: During the course of the hire it is the drivers re-sponsibility to ensure that the vehicle is main-tained and kept in good condition and returned as such at the end of the hire. Some Non Wear & Tear Items that should be kept an eye on are: Brake Pads & Discs: Grooved or Damaged Discs or Drums caused by metal to metal contact (i.e. Brake Pads have not been changed when required) is not acceptable. Engine & Clutch: Should the engine seize due to none mainte-nance on the vehicle and is damaged due to in-sufficient coolant, oil or broken components this is not acceptable. If the Clutch is slipping, noisy or excessively worn this may also be classed as Damage. Vehicle Underside: Any Impact Damage Caused upon further in-spection is not acceptable.

FAIR WEAR & TEAR STANDARDS: Vehicle Interior: The interior upholstery and trim must be odour-less, clean and without Burns, Scratches, Tears, Dents & Excessive stains. Wear & Tear due to jumping in and out of the seats and Scuffs are Acceptable. All Carpets should not have any holes or rips and all seats originally supplied must be present. Interior fittings i.e. Seat Belts, Buckles, Rear View Mirror (Where applicable), Lights, Visors etc., must all be intact, free from Damage and in a clean state. Door apertures, boots, load area’s, must be clean and free from spillages of any substances, scratches and scuffs are acceptable (Especially on Vans), but large dents, holes and general damage to these area’s are not acceptable.

Controls, Equipment & Accessories: All equipment supplied with the vehicle, includ-ing accessories & Controls must be accounted for when the vehicle is returned and must be operational at point of return. For Satellite Navigation all Discs, SD Cards & Remote Controls (Where applicable) must be in the vehicle when returned. Where Bluetooth is supplied with the vehicle this must also be in working order upon return. After Market Accessories: When a driver fits their own equipment or stick-ers for compliance into the vehicle during the hire, but drivers must ensure this is removed before returning the vehicle.

VEHICLE INSPECTION TIPS: V-DRIVE ADVICE: At V-Drive we believe in building Long Term Sus-tainable Relationships with our customers and in a perfect world no Driver would ever Damage a Vehicle, but unfortunately incidents outside of the drivers control at times happen. The V-Drive Fair Wear & Tear Guide is designed to inform and educate our customers and set the correct expectation, as well as ensuring we protect the next Customer who hires any van that is returned to us to ensure they receive the same levels of Service & Quality that the previous Hirer enjoyed. This also relates to when vehicles are sold at the end of their Hire Life and ensures we hand over when sold a vehicle that is safe and has been well looked after by V-Drive and our Customers. Here are some further tips that you can use to avoid any End Of Hire Charges:

Get The Vehicle Inspected & Repaired Be-fore Return: Once you know the Contract or Hire is starting to come to an end, get in touch with a local Approved Repairer and have them take a look over the vehicle and have any Damage that may be classed outside of Fair Wear & Tear Repaired. Ensure when getting any work done that it is of a Professional Standard and ask for something in writing from the Repairer to state the work is Warranty Transferable and how long he will stand by his/her work. Do Your Own Periodic Checks: Getting into good habits early can save you a fortune on charges, we would advise that you check your vehicle over once every week for any Defects & Damage and get them repaired as you go. This works out to be allot cheaper than letting things build up and then paying a massive Damage Repair Bill towards the end of the hire. Always check your fluids, pressures and mileage weekly to keep on top of things like Tyre Wear, Oil Levels, Coolant Levels, Brake Wear etc.—15 Minutes a week can save allot of money.

VEHICLE INSPECTION TIPS: Don’t Kid Yourself: Be honest when looking at the vehicle and assessing for Damage and having to get it repaired. When the vehicle is returned & inspected , the inspector/driver has done this process hundreds of times before and the dents and scratches you thought were not noticeable suddenly become an invoice that has to be paid.. Our best advice is to build a relationship with a professional body shop/repairer where you are able to pop in every few months and get the vehicle assessed for any damage that may need to be repaired. Remember, it’s always better to pay a few small bills to have damage repaired throughout the hire rather than a Massive Bill at the end.

Some Simple Steps to Follow: Ensure the vehicle is picked up in a presentable,

clean condition and in a good area for light. When the inspection is carried out ensure you have

full sight of the report and agree to the condition before signing.

Make your self available when the collection and

Inspection takes place. Walk around the vehicle yourself, examine every

panel, kneel or crouch at the front and rear and lookdown the sides/bodyline closely. You may spot dents/scratches there are not visible from a stand back position.

Inspect all the Lights, Lenses, Windows & Mirrors

for Cracks, Holes or faulty electrics, ensure you have these repaired before returning.

Check the Tyres & Tread, including Pressure &

Tread. Check the Wheels & Trim/Alloys for any Damage as well.

Fully Check the Interior, seat carpets, dash & floor. Inspect all the Equipment & Electronics Regularly

and repair before return.

Further Help: Here at V-Drive we have a wealth of knowledge & Experience that you can tap in to. Simply call or contact any of the V-Drive Team if you have any questions or just need some help or advice. Tel: 0845 5198106 E-Mail: info@v-drivevehiclehire.co.uk