eb1059658 vcuk selekt owners handbook 148x210 aw · volvo selekt 30-day/1,500-mile exchange...

OWNER’S HANDBOOK

EB1059658_VCUK_Selekt_Owners_Handbook_148x210_AW.indd 1 08/03/2019 09:58

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C O N T E N T S

A Warm Welcome 3

Satisfaction Guaranteed 4

Volvo Selekt Warranty 5

What’s covered 5

Important information 5

Additional benefits 6

How to claim 6

MOT Test Warranty 7

What’s covered 7

Important information 8

How to claim 8

Terms and Conditions (Warranty and MOT Test Warranty) 9

Exclusions 9

Cancellation right 9

Complaints procedure 10

Privacy and data protection notice 10

A Helping Hand 11

Volvo Assistance 11

Renewing your Volvo Assistance 11

What to do when you need Volvo Assistance 12

Understanding this service 12

Continental Europe 13

Benefits in the United Kingdom 13

Continental European cover 14

Terms and Conditions and Exclusions (Volvo Assistance) 16

Making a Complaint (Volvo Assistance) 19


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Welcome, and thank you for buying your car through Volvo Selekt – your

assurance of the quality, safety, innovation and craftsmanship that come

as standard with every Volvo car. We’re committed to making our cars as

easy to own as they are enjoyable to drive.

Your Volvo Selekt car has been carefully inspected and prepared by

our expert technicians, who have performed over 100 detailed checks

to ensure it meets our high standards of safety and performance.

We’ve updated its software and, where necessary, repaired or replaced

components with Volvo Genuine Parts. Your Volvo Selekt Warranty and

Assistance programmes are also included for additional peace of mind.

We’re here to help keep your Volvo in perfect shape in the future. With

every scheduled maintenance visit to one of our retailers, you can

benefit from the Volvo Service Promise, which gives you confidence

and satisfaction. We’ll give your car a full health check, free software

updates, 12 months’ Volvo Assistance cover and alternative transport

if you need it. Naturally, any work we carry out will be done using only

Volvo Genuine Parts.

Where your car is fitted with Volvo On Call, don’t forget to download

your Volvo On Call app. From your app, you’ll have everything you need

while you’re out and about, from emergency support and access to a

library of owners’ manuals, to locking your car at the touch of a button

and even finding your Volvo in the car park. Contact your local retailer for

information about renewing a Volvo On Call subscription.

Visit volvocars.co.uk/volvo-on-call for more information.

You can also contact your local Volvo retailer for support and expertise

in all aspects of owning your Volvo, including servicing, repair and a wide

range of Volvo Accessories.

We hope you enjoy your Volvo for many years to come. And thank you for choosing Volvo Selekt.

A W A R M W E L C O M E

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S AT I S F A C T I O N G U A R A N T E E D

VOLVO SELEKT 30-DAY/1,500-MILE EXCHANGE COMMITMENT

Volvo is totally committed to customer satisfaction for every Volvo Selekt car. That’s why we offer a 30-day customer

exchange guarantee. If you are not satisfied with your car, you can exchange it for another Selekt used car within the

first 30 days or 1,500 miles. This is subject to the following conditions:

1. Subject to the following terms, any Volvo Selekt car purchased from an Authorised Volvo Retailer may be

exchanged for another vehicle (“the replacement vehicle”) from the same retailer, provided that:

a. The Volvo Selekt car is returned to the Volvo retailer within 30 days of the delivery date and

b. The Volvo retailer is satisfied that the customer is a private purchaser (and not a trade purchaser or

otherwise) and

c. The vehicle has covered no more than 1,500 miles since the delivery to the customer and

d. The Volvo retailer, at their absolute discretion, is satisfied that the Volvo Selekt car is in the same condition as

at the time of delivery to the customer and

e. The Volvo retailer is satisfied that the customer owns the vehicle and is fully entitled to exchange it under this

agreement and

f. The Volvo Selekt car has not been involved in any accident, or been modified or altered so that the car no

longer conforms to its original specification, or has been used for racing, trials, rallies, competitive events or

for any purpose other than normal private or commercial use.

2. The customer may choose any vehicle as the replacement vehicle, provided that:

a. It is of an equal or higher price to the Volvo Selekt vehicle and

b. It is readily available from the Volvo retailer’s stock or another source.

3. Before any exchange is effected, the customer shall be responsible for making all the necessary arrangements

relating to terminating, transferring to, taking out or otherwise dealing with the financing arrangements for the

purchase of the Volvo Selekt car and the replacement vehicle. Any exchange shall be subject to the Volvo retailer

being satisfied with such arrangements.

4. Where the customer wishes to exchange the Volvo Selekt vehicle for a vehicle of higher price, the exchange will

not take place until the customer has paid the price difference.

5. The customer will be solely responsible for any additional costs incurred in the exchange for licensing or

insurance. Any such costs must be paid in full prior to completion of the exchange.

6. Only one exchange shall take place and the Volvo 30-day/1,500-mile exchange commitment shall not apply to

any replacement vehicle.

7. This agreement does not affect any statutory rights.


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V O LV O S E L E K T W A R R A N T Y

Volvo Selekt Warranty is only available on Volvo cars that are under seven years old and have travelled less than

100,000 miles (from the date first registered) at the time of purchase from your Volvo Selekt retailer. The letter

accompanying this booklet will confirm the length of cover you have on your car. Please note that vehicles that are

under two years old at the point of purchase are covered by the Volvo manufacturer warranty, but still benefit from the

additional benefits listed on page 6. All other cars that are under five years old will be covered for 12 months unless

the option to extend the Volvo Selekt cover further has been taken. Volvo Selekt cars that are more than five years old

at the point of purchase will come with a minimum of six months of the cover detailed below. The option to upgrade

this to 12 months within the first 30 days of ownership is also available. Please refer to the accompanying letter. MOT

Test Warranty (see page 7) applies to all Volvo Selekt cars. This warranty is not an insurance product but a guarantee

provided directly by Volvo.

WHAT’S COVERED

Volvo’s Selekt Warranty covers the cost or replacement of any factory-fitted mechanical or electrical component which

suffers a sudden mechanical or electrical failure. The only exceptions are listed under the section below headed “This

warranty does not cover”.

Mechanical or electrical failure means the failure of a component, causing a sudden stoppage of its function, for a

reason other than wear and tear, normal deterioration or negligence.

This warranty does not cover spark plugs, auxiliary drive belts, hoses and pipes (power-assisted steering pressure

pipes are covered), exhaust system and diesel particulate filter (catalytic converters are covered), clutch frictional

material, brake shoes, pads and discs, lamps (LED lamps are covered providing at least 50% of the lighting has failed),

bulbs (Bi-Xenon bulbs are covered), fuses, batteries, paintwork, body panels, body seals and weather strips, handles

and hinges, cosmetic finishes, carpets and trim, upholstery, glass, wiper blades, wheels and tyres, the rectification of any

oil leaks (unless the removal of a major unit is required) and the adjustment of any component, servicing, maintenance

and normal wear and tear.

IMPORTANT INFORMATION

Vehicles should be serviced in accordance with the Volvo servicing schedule by an Authorised Volvo Repairer. Failure

to do so may invalidate this warranty. Leeway of one month or 1,000 miles is permitted. Should you have any doubts

concerning the service requirements of your Volvo, then please contact your retailer for clarification.

Maximum claim limit

There is no limit to any individual claim, with the exception of claims for out-of-pocket expenses. However, our total

liability over the warranty period is the purchase price of the vehicle (i.e. the price you paid for it).


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ADDITIONAL BENEFITS

In the event of a claim arising which is covered by the warranty, we will also provide a contribution towards costs

incurred as follows:

Recovery charges: up to £150 (including VAT).

Replacement vehicle hire: you are entitled to a like-for-like car for a maximum of 10 days, whilst your vehicle is

being repaired (excluding the first 24 hours of repair period) per claim.

Overnight hotel expenses: up to £100 per person (including VAT) towards one night’s accommodation expenses

for up to five persons who may be travelling in the covered vehicle at the time of breakdown.

Emergency travel: up to £100 per claim (including VAT) for emergency travel required as a result of mechanical

breakdown, up to a maximum of £300 (including VAT) per warranty period.

Continental use: cover is extended to the continent of Europe for UK residents. Valid repair costs will be

reimbursed at UK rates.

Consequential damage: covers damage to the vehicle and contents due to the failure of a covered part (see

terms and conditions for specific cover details).

HOW TO CLAIM

Should it be necessary to make a claim under this warranty, simply return the vehicle to your nearest UK Authorised

Volvo Repairer, who will complete the repairs and process the claim on your behalf. If it is not possible to visit

an Authorised Volvo Repairer, it may be acceptable to use another VAT-registered repairer. Please contact Volvo

Warranty Administration on 0344 573 8014 prior to any repairs being completed.

European cover

In the event of a warranty claim outside the United Kingdom, please contact Volvo Warranty Administration directly

on + 44 1274 260114 and they will assist you as necessary.

Valid repair costs will be reimbursed at comparable UK parts and labour rates.

If you require any help regarding the claims procedure, please contact Volvo Warranty Administration

on 0344 573 8014.

Note Claims must be notified to Volvo Warranty Administration within 30 days of the completion of the repairs, otherwise they cannot

be accepted. Claims notified beyond this period will be subject to review in terms of the reason for delay and it will be at the

administrator’s discretion to accept such claims.


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M O T T E S T W A R R A N T Y

WHAT’S COVERED

Volvo MOT Test Warranty covers the cost of repair, replacement and/or adjustment to the vehicle of the specified parts

listed below which are covered as a direct consequence of such parts being cited in a “notification of a refusal to issue

an MOT Certificate” (form VT30) prepared during the period of the cover, as causing the vehicle to fail its MOT test.

Accident damage is not covered under this MOT Test Warranty.

If your Volvo Selekt used car was under two years old when purchased, the Volvo MOT Test Warranty will apply to

your first MOT test at three years from date of first registration. For vehicles over two years old at purchase, MOT Test

Warranty covers you for one MOT test for each 12 months of cover.

Lighting equipment: lamp, reflectors, indicators and bulbs are covered for failure due to breakage, discolouration,

misalignment, water ingress and corrosion.

Steering and suspension: manual and power steering units, suspension drag links, track rods/ends, transmission

shafts, CV joints and boots, shock absorbers, road springs, wishbones, swivel joints, mountings, subframes and wheel

bearings are covered for failure due to wear, seizure, leakage and insecurity.

Fuel system: throttle body, fuel injection system and ECU are covered for failure to meet MOT exhaust gas emission

standards (actual tuning and adjustments or any damage caused by contaminated fuel and/or inappropriate fuel are

not covered under this section). Fuel leaks are not covered.

Braking system: brake master cylinder, wheel cylinders, calipers, discs, drums, load compensator, ABS modulator/

sensors/computers, brake pipes, hoses and cables are covered for failure due to wear, leakage, seizure, splits/cracks,

corrosion and adjustment.

Seat belts: mountings, belts, retractors and buckles are covered for failure due to wear, non-function and insecurity.

Vehicle structure: vehicle structure is covered for corrosion. Failure due to accident damage is specifically excluded.

General: windscreen wiper arms and blades, windscreen wiper motors, washer motors and horn.

Maximum Claim Liability: where liability for the cost of repairs is admitted under this MOT Test Warranty, the Warranty

Holder will be reimbursed repair costs to a maximum aggregate of £750 (including VAT) during each period of MOT

Test Warranty.


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IMPORTANT INFORMATION

This MOT Test Warranty does not cover

• Any parts which have not actually failed, which are replaced or reported during routine servicing and/or repair of

other parts which have failed.

• Any component covered by any other existing warranties or insurances.

• Any loss to the Warranty Holder in excess of the maximum claim liability.

• Liability which attracts by virtue of an agreement but which would not have attached in the absence of the said

agreement.

• Any liability for death, bodily injury, or damage to other property or any consequential loss of whatsoever nature

arising directly or indirectly from the claim or event giving rise to a claim under this MOT Test Warranty.

• The MOT test and retest fee.

• Accidental or malicious damage or neglect.

HOW TO CLAIM

Simply take your vehicle to the nearest Volvo retailer and hand over:

1. This MOT Test Warranty document and your Registration confirmation letter.

2. Proof of servicing.

3. The previous valid MOT Certificate (if applicable) and the “notification of refusal to issue an MOT Certificate” (VT30)

citing the reasons for failure.

The retailer will then take responsibility for establishing that the parts involved in the repair, deemed necessary by the

“notification of refusal to issue an MOT Certificate” (VT30), are covered by this MOT Test Warranty.

The retailer will be responsible for obtaining prior authorisation from Volvo Warranty Administration

Claims Department.

Claims telephone number: 0344 573 8014

Important: no repair should commence until the Volvo Warranty Claims Department gives authorisation. When, and if,

the vehicle is granted an MOT Certificate (VT20), the retailer will forward a copy of a completed:

• Repair invoice.

• Old MOT Certificate and the “notification of refusal to issue an MOT Certificate” (VT30).

• The Volvo Warranty Administration Claims Department reserves the right to examine any vehicle and subject the

parts being repaired to expert assessment before commencement of any repairs. It shall be clearly understood and

agreed that in the event of any dispute arising as to the extent of the liability, the decision of the administrator shall

be final.

Note

Claims must be notified to Volvo Warranty Administration within 30 days of the completion of the repairs, otherwise

they cannot be accepted. Claims notified beyond this period will be subject to review in terms of the reason for delay

and it will be at the administrator’s discretion to accept such claims.


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T E R M S A N D C O N D I T I O N S

(Warranty and MOT Test Warranty)

1. Wherever possible, servicing and repairs should be

carried out by an Authorised Volvo Repairer. Servicing

must be undertaken in accordance with the Volvo service

programme. Every service must be carried out within one

month or 1,000 miles of the specified service interval. If it

is not possible to visit an Authorised Volvo Repairer, then it

is acceptable to have your servicing and repairs completed

by another VAT-registered garage.

2. The driver must take all reasonable steps to avoid loss or

damage and should a fault develop, the vehicle must be

stopped immediately to minimise any damage.

3. The administrator reserves the right to examine the vehicle

and subject any components to expert assessment.

4. Should a covered mechanical or electrical failure cause

damage directly to the covered vehicle or personal

possessions, the maximum amounts Volvo will contribute

are as follows:

a. Damage to the covered vehicle – up to the purchase

price of the vehicle in total for any and all claims

during the period of the warranty.

b. Damage to personal possessions – £250 including

VAT per accident to a total of £1,000 including VAT

maximum for the period of the warranty.

c. This does not include:

i Fire damage.

ii Any loss or damage resulting directly or

indirectly from an accident or impact involving

the covered vehicle.

iii Personal or third party injury or death.

iv Any other loss or damage whatsoever or

howsoever caused.

5. Any exploratory dismantling charges will only be

reimbursed as part of a valid claim. It is the responsibility

of the vehicle owner to authorise dismantling and to pay

charges if such dismantling proves that the failure is not

covered by the warranty. The administrator reserves the

right to subject the failed parts to expert assessment.

6. If any claim is fraudulent in any respect, all benefits under

this warranty will be forfeited and the warranty cancelled

without refund.

7. The reimbursement for any claim under this warranty shall

not exceed the manufacturer’s list prices for

parts and warranty labour costs necessarily incurred

in the repair of covered components up to the

maximum liability.

8. The administrator shall not be liable for any statement or

representation, written or verbal (by whomsoever made),

which contradicts the terms and conditions in this warranty,

unless such statement or representation is supported in

writing by the company on their behalf.

9. A VAT receipted invoice must support all claims.

10. The warranty is in addition to your legal rights and does not

affect your statutory rights as a customer.

11. The period of the warranty is as detailed in the

confirmation letter. It should be noted that in the absence,

for whatever reason, of the standard manufacturer’s

warranty period, the start date and expiry date of this

warranty will remain unchanged from that detailed in the

confirmation letter. Additionally, if the warranty starts

earlier than the date detailed in the confirmation letter,

because the manufacturer’s warranty has expired earlier

on mileage, then the expiry date of this warranty shall

be earlier and reflect the period of warranty purchased/

provided.

EXCLUSIONS This warranty does not apply in respect of:

1. Public service vehicles including police vehicles.

2. Any vehicle used for hire or reward (e.g. taxis, self-drive

hire, driving schools etc.) or any vehicles owned by contract

hire or similar companies, or any commercial vehicle

over 3.5 tonnes GVW or a vehicle used in any sort of

competition, rally or racing of any kind.

3. Vehicles which have undergone any performance-related

modifications, or are used for competition purposes.

4. Routine servicing, the adjustment of any component or

repairs regarded as normal maintenance operations.

5. Loss or damage recoverable under any other warranty or

insurance cover.

6. Depreciation, loss of earnings, death or bodily injury.

7. Mechanical failure or damage:

a. Caused by frost, corrosion, flooding, impact, fire,

accidental damage, vandalism, abuse or neglect.

b. Where the defect is likely to have existed prior to the

commencement of this warranty.

c. Resulting from a lack of anti-freeze, lubricants,

hydraulic fluid or faulty repair or servicing.

d. Caused by an ingress of foreign matter or the use of

a grade of fuel, lubricants, additives or any fluids not

approved for your vehicle by the manufacturer.

CANCELLATION RIGHT


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COMPLAINTS PROCEDURE We hope that you will be pleased with the service

we provide.

In the unlikely event of a complaint, you should

contact the administrator in the first instance on

0344 573 8014, or write to: The Customer Services

Manager, Volvo Warranty Administration, Jubilee House,

5 Mid Point Business Park, Thornbury, West Yorkshire

BD3 7AG. You can also email us at

[email protected] abide by the Motor Industry Vehicle Warranty

Products Code of Practice which can be found

on The Motor Ombudsman website at

TheMotorOmbudsman.org.

The Motor Ombudsman will offer free impartial

information and if appropriate an alternative dispute

resolution process in the event that you are not satisfied

with the outcome of a concern.

For further information, you can visit

The Motor Ombudsman website at

TheMotorOmbudsman.org or call

their Information Line on 0345 241 3008.

PRIVACY AND DATA PROTECTION NOTICE1. Data protection Volvo Warranty Administration (the “Data Controller”) is committed

to protecting and respecting your privacy in accordance with the

current Data Protection Legislation (“Legislation”). Below is a

summary of the main ways in which the Data Controller

processes your personal data. For more information, please

visit view-privacy-policy.co.uk

2. Use of your personal dataThe Data Controller may use the personal data it holds about you

for the purposes of providing insurance, handling claims and any

other related purposes (this may include underwriting decisions

made via automated means), for offering renewal, research or

statistical purposes and to provide you with information, products

or services that you request from the Data Controller or which

the Data Controller feels may interest you. The Data Controller

will also use your data to safeguard against fraud and money

laundering and to meet the Data Controller’s general legal or

regulatory obligations.

3. Disclosure of your personal dataThe Data Controller may disclose your personal data to third

parties involved in providing it with products or services, or to

service providers who perform services on the Data Controller’s

behalf. These include group companies, affinity partners, brokers,

agents, third party administrators, reinsurers, other insurance

intermediaries, insurance reference bureaux, credit agencies, fraud

detection agencies, loss adjusters, external law firms, external

auditors and accountants, regulatory authorities, and as may be

required by law.

4. International transfers of dataThe Data Controller may transfer your personal data to

destinations outside the European Economic Area (“EEA”). Where

the Data Controller transfers your personal data outside of the

EEA, the Data Controller will ensure that it is treated securely and

in accordance with the Legislation.

5. Your rightsYou have the right to ask the Data Controller not to process

your data for marketing purposes, to see a copy of the personal

information held about you, to have your data deleted (subject to

certain exemptions), to have any inaccurate or misleading data

corrected or deleted, to ask for a copy of your data to be provided

to any controller and to lodge a complaint with the local data

protection authority.

6. RetentionYour data will not be retained for longer than is necessary, and

will be managed in accordance with the Data Controller’s data

retention policy. In most cases the retention period will be for a

period of seven (7) years following the expiry of the contract, or

the Data Controller’s business relationship with you, unless the

data must be retained for a longer period due to business, legal

or regulatory requirements.

If you have any questions concerning the Data Controller’s use

of your personal data, please contact The Data Protection Officer, Volvo Warranty Administration, Jubilee House, 5 Mid Point Business Park, Thornbury, West Yorkshire BD3 7AG, England.


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Buying a Volvo Selekt car means you have the assurance of knowing your car has been prepared to Volvo Cars’

exacting standards. Volvo owners deserve absolute peace of mind. We make sure you are protected by providing your

Selekt car with a minimum of 12 months’ Volvo Assistance cover. Around the clock your car is covered for any trouble

caused by mechanical breakdown or unforeseen circumstances. Wherever you are, at home or within the continent of

Europe, whether you have a flat tyre or something more serious, we’ll be there to help.

VOLVO ASSISTANCE

Volvo Assistance has been designed to provide assistance for motoring emergencies and includes a comprehensive

range of benefits, including car hire, roadside assistance, vehicle recovery and vehicle repatriation.

Volvo drivers also have access to an extensive network of emergency service centres manned 24 hours a day, every day

of the year, by experienced multilingual staff.

Volvo Assistance will offer all possible assistance under the terms of the agreement set out in this document. Please

remember that if your vehicle requires repair after an immobilising fault, Volvo Assistance will take your vehicle to an

Authorised Volvo Retailer, Approved Bodyshop or a Volvo Authorised Workshop. By doing so, you can be assured that

only Genuine Volvo Parts and materials will be used and fitted to your vehicle by fully trained Volvo Technicians.

Please note: Volvo Assistance provides a reduced level of benefits where immobilisation is as a result of road traffic

accident, attempted theft, theft, vandalism, fire, incorrect fuelling or contaminated fuel. This includes a reduction in hotel

accommodation and car hire benefits.

For immobilisation as a result of incorrect fuelling or contaminated fuel, Volvo Assistance will take your vehicle to the

nearest Authorised Volvo Retailer or Volvo Authorised Workshop only.

For full details, please see General Terms and Conditions.

Please note: for taxis, rental cars, police cars, ambulances and cars used by driving schools, Volvo Assistance will cover

roadside or home assistance or towing to the nearest Authorised Volvo Retailer or Volvo Authorised

Workshop only.

RENEWING YOUR VOLVO ASSISTANCE

Your Volvo Assistance service provides a minimum one year of comprehensive roadside assistance cover from the date

of purchase for Volvo Selekt used cars.*

As your initial complimentary cover period nears expiry**, you can extend this cover free of charge for an additional 12

months and enjoy the same comprehensive benefits by having your Volvo serviced by an Approved Volvo

Service Centre.***

*Used vehicles that were first registered on or after 01/01/2012 were supplied with three years’ Volvo Assistance

cover. These cars will carry the balance of the Volvo Assistance cover from first registration, which could be more than

12 months’ cover. If the car is more than two years old at the point of purchase or first registered before 01/01/2012,

it will have 12 months’ Volvo Assistance.

**Details of the complimentary period of cover your car enjoys and full benefits can be found in your Service Booklet

supplied with your car.

***Applicable where a full Volvo scheduled service has been completed.

A H E L P I N G H A N D


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Alternatively, as your Volvo Assistance nears its expiry, you will be invited to extend cover with a Volvo Assistance

Insured policy. The Volvo Assistance Insured policy offers the same comprehensive cover levels as your new car cover.

For further details and the opportunity to extend your protection for a further 12 months, please call

0345 641 9747 or go to volvoassistance.co.uk

WHAT TO DO WHEN YOU NEED VOLVO ASSISTANCE

If you are in any doubt as to whether you require assistance, please telephone Volvo Assistance first. Do not make your

own arrangements without first contacting Volvo Assistance as any unauthorised costs incurred will not be refundable.

Should you require assistance following a vehicle breakdown, road traffic accident, puncture, lockout, lost keys, theft or

vehicle fire, contact Volvo Assistance:

In the UK on 0800 777 116 or by mobile on 0208 603 9416

Telephoning from abroadIf you are calling from outside the United Kingdom, you can contact Volvo Assistance by using the International Access

Code followed by + 44 208 603 9993

To ensure the minimum of delay, please have the following information available:

• Your name and location.

• A telephone number where you can be contacted.

• Registration number or Volvo Assistance policy number.

• Details of what has happened.

UNDERSTANDING THIS SERVICE

Definitions used within this document are explained below.

‘Your vehicle’ is a Selekt Used Volvo for which Volvo Assistance has been included for a minimum of 12 months from

the date of purchase.

If you are in any doubt as to whether the Volvo Assistance is valid, please telephone Volvo Assistance on

0800 777 116 in the United Kingdom or + 44 208 603 9993 from Continental Europe.

‘Passengers’ are those persons travelling with your vehicle at the moment assistance is required.


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‘You’ is the owner or legal user of your vehicle.

‘lmmobilisation’ is electrical or mechanical breakdown; road traffic accident; loss of keys; loss, damage or destruction

by fire, theft or vandalism; lack of fuel, incorrect fuelling or contaminated fuel and punctures.

Please note: immobilisation of caravans and trailers is also covered but only when being towed by your vehicle. The

caravan or trailer will be recovered along with your vehicle.

CONTINENTAL EUROPE

Continental Europe is defined as:

Andorra, Austria, Belgium, Bulgaria, Bosnia and Herzegovina, Croatia, Cyprus (Greek territory only), Czech Republic,

Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein,

Lithuania, Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia*,

San Marino, Serbia, Slovakia, Slovenia, Spain (including Balearic Islands but excluding Canary Islands), Sweden,

Switzerland, Turkey.

*Cover in Russia is limited to a 31-mile radius from the external ring of the following cities: St Petersburg, Moscow,

Rostov On Don, Togliatti and Perm.

Volvo Assistance is not transferable from vehicle to vehicle but is transferable to subsequent owners of the vehicle.

The following pages detail the extensive range of benefits provided by Volvo Assistance. Please read these carefully.


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BENEFITS IN THE UNITED KINGDOM

Home and roadside assistance In the event of the immobilisation of your vehicle, whether at home or elsewhere, Volvo Assistance will arrange

assistance for you. If the problem cannot be resolved at home or the roadside, we will arrange to recover your vehicle to

the nearest Authorised Volvo Retailer or Volvo Authorised Workshop.

For further information, please refer to the UK General Terms and Conditions on page 16.

Storage

If your vehicle has to be stored following recovery by Volvo Assistance, we will pay for the cost of local recovery and

storage. For further information, please refer to the UK General Terms and Conditions on page 16.

Additional benefits Following assistance and in the event that repairs to your vehicle cannot be completed within four hours of arrival at the

retailer or on the same day as a result of immobilisation, we will provide you with one of the following benefits:

Onward travel We will organise and pay for you and your passengers to continue your journey or return home by the most appropriate

means. For further information, please refer to the UK General Terms and Conditions on page 16.

OR

Hotel accommodation Alternatively, if the breakdown occurs more than 50 miles from your home address and overnight accommodation is a

more practical option, we will pay for the cost of bed and breakfast accommodation for you and your passengers. For

further information, please refer to the UK General Terms and Conditions on page 16.

OR

Car hire

We will organise and pay for a replacement vehicle. For further information, please refer to the UK General Terms and

Conditions on page 16.

Vehicle collection On completion of repairs to your vehicle by an Authorised Volvo Retailer or Volvo Authorised Workshop, Volvo

Assistance will pay the costs of you collecting the covered vehicle. For further information, please refer to the UK

General Terms and Conditions on page 16.

Parts delivery

If the parts needed to repair your vehicle are not available locally, we will organise and pay for the despatch of these

parts from elsewhere. You will be responsible for the costs of any parts despatched if not covered by any Volvo

approved warranty.

Message service

In the event of a serious incident during a journey with the covered vehicle, Volvo Assistance will relay important

messages to relatives, employers or other parties as required by you.


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CONTINENTAL EUROPEAN COVER

Roadside assistance and recovery In the event that your vehicle is immobilised in Europe, we will arrange assistance for you. If the problem cannot be

resolved at the roadside, we will organise and pay for the recovery of your vehicle to the nearest Authorised Volvo

Retailer or Volvo Authorised Workshop.

Storage

If your vehicle has to be stored following recovery by Volvo Assistance, we will pay for the cost of local recovery and

storage. For further information, please refer to the European General Terms and Conditions on page 17.

Additional benefits Following assistance and in the event that repairs to your vehicle cannot be completed within four hours of arrival at the

retailer or on the same day as a result of immobilisation, we will provide you with one of the following benefits:

Onward travel We will organise and pay for you and your passengers to continue your journey or return home by the

most appropriate means. For further information, please refer to the European General Terms and

Conditions on page 17.

OR

Hotel accommodation Alternatively, if the breakdown occurs more than 50 miles from your home address and overnight accommodation is a

more practical option, we will pay for the cost of bed and breakfast accommodation for you and your passengers. For

further information, please refer to the European General Terms and Conditions on page 17.

OR

Car hire We will organise and pay for a replacement vehicle. For further information, please refer to the European General Terms

and Conditions on page 17.

Vehicle collection On completion of repairs to your vehicle by an Authorised Volvo Retailer or Volvo Authorised Workshop, Volvo

Assistance will pay the costs of you collecting the covered vehicle. For further information, please refer to the European

General Terms and Conditions on page 17.

Parts delivery

If the parts needed to repair your vehicle are not available locally, we will organise and pay for the despatch of these

parts from elsewhere. You will be responsible for the costs of any parts despatched if not covered by any Volvo

approved warranty.

Vehicle repatriation If the Authorised Volvo Retailer or Volvo Authorised Workshop in Europe cannot repair your vehicle within three working

days, you can choose to have your vehicle and contents (luggage/pets) repatriated to the Authorised Volvo Retailer

or Volvo Authorised Workshop nearest to your home address in the UK. Volvo Assistance will pay for the costs of

repatriation including those of a caravan or trailer being towed by your vehicle. Alternatively, following your return to the

UK and on completion of the repairs, should you wish to collect your vehicle personally, we will arrange and pay the

costs of your outward journey. For further information, please refer to the European General Terms and Conditions on

page 17.

Message service

In the event of a serious incident during a journey with the covered vehicle, Volvo Assistance will relay important

messages to relatives, employers or other parties as required by you.


16

T E R M S A N D C O N D I T I O N S A N D E XC L U S I O N S ( V O LV O A S S I S TA N C E )

All costs quoted within this document are exclusive of VAT.

Home and roadside assistance

If the problem cannot be resolved at home or the roadside,

we will pay the cost of taking your vehicle to the nearest

Authorised Volvo Retailer or Volvo Authorised Workshop or your

preferred Authorised Volvo Retailer if within 50 miles from the

point of immobilisation.

Storage

Storage costs up to a maximum of £90.

Onward travel

Onward travel for you and your passengers means: taxi to a

maximum of 50 miles or £45, or if your vehicle is more than

50 miles from your home address, first class rail fare or if your

journey exceeds six hours, economy class air fare.

Air fare is not available for immobilisation arising through: road

traffic accident, attempted theft, vandalism, theft or fire. Onward

travel is limited to a maximum of £525 per person travelling with

the covered vehicle at the time of immobilisation. Costs relating

to onward travel must be authorised by Volvo Assistance prior to

being incurred.

Onward travel is not available for immobilisation arising through

incorrect fuelling or contaminated fuel.

Hotel accommodationIf your vehicle is immobilised more than 50 miles from your

home address:

Hotel accommodation to a maximum of £90 per person per

night for a maximum of four nights.

Hotel accommodation is limited to one night for immobilisation

arising through: road traffic accident, attempted theft,

vandalism, theft or fire to a maximum of £90 per person.

Hotel accommodation is not available for immobilisation arising

through incorrect fuelling or contaminated fuel.

We will only pay costs over and above those that would have

been payable had your vehicle not been immobilised.

Car hireWhenever possible Volvo Assistance will attempt to provide you

with a replacement vehicle from the repairing Authorised Volvo

Retailer or Volvo Authorised Workshop. If we are unable to do so

then a vehicle will be sourced through one of the major vehicle

rental companies. Under any circumstances you must be able to

comply with their conditions of hire.

The rental provider will need to see your valid driving licence and

you will be asked for a deposit to cover fuel charges, insurance

and any additional days’ hire.

Certain endorsements on your licence may prejudice your

eligibility to hire a vehicle. Insurance requirements may stipulate

that you must have held a full UK driving licence for a minimum

of 12 months and are aged between 25 and 65.

Volvo Assistance will pay for a hire car for up to three

working days.

Car hire is limited to one working day for immobilisation arising

through: road traffic accident, attempted theft, vandalism, theft

or fire.

Car hire is not available for immobilisation arising through


Volvo Assistance does not cover the cost of any insurance, fuel

or ancillary charges relating to car hire.

Volvo Assistance is not able to guarantee the supply of hire cars

with either 4-wheel drive or fitted with tow bars.

Vehicle collection Provided that your vehicle has been recovered by Volvo

Assistance to an Authorised Volvo Retailer or Volvo Authorised

Workshop and on completion of repairs, Volvo Assistance will

organise and pay the costs for the collection of your vehicle by

you: by taxi, first class train fare or economy class air fare where

train travel exceeds six hours.

Taxi is limited to 50 miles or £45 maximum and the vehicle

collection benefit is not available where the original

immobilisation arose through: road traffic accident, attempted

theft, vandalism, theft, fire, incorrect fuelling or contaminated fuel.

Release feesShould your vehicle be stolen and subsequently recovered by

the police, you will be responsible for any release fees before we

can remove your vehicle to an Authorised Volvo Retailer or Volvo

Authorised Workshop. These costs may be refundable under the

terms of your motor insurance policy.

Specialist chargesIn the event that the use of specialist equipment is required

to provide assistance when your vehicle has, for example, left

the highway, is in a ditch, is standing on soft ground, sand,

shingle, stuck in water or snow or has been immobilised by the

removal of its wheels, we will arrange recovery, but you will be

responsible for the costs. These costs may be refundable under

the terms of your motor insurance policy.

Adverse weather conditionsOn those occasions when we experience adverse weather

conditions, such as high winds, snow, floods, etc., external

resources may be stretched and some operations may become

physically impossible until the weather improves. At such times,

our priority is to ensure that you and your passengers are taken

to a place of safety and so the recovery of your vehicle may not

be possible until weather conditions permit.


17

Lockout/lost keysWhilst we will always endeavour to provide assistance by the most

practical method should you be unable to gain entry to your vehicle,

modern security systems make it extremely difficult for this to be

achieved should spare keys not be available. If a forced entry is

required, you will be asked to sign a declaration stating that you

have given permission for this to take place and that any costs for

resultant damage will be your sole responsibility.

Incorrect or contaminated fuelIf your vehicle is immobilised as a result of refuelling with

incorrect fuel or contaminated fuel, we will pay for the cost of

recovering your vehicle to the nearest Authorised Volvo Retailer

or Volvo Authorised Workshop. The additional benefits detailed

in this document will not be provided in the event of refuelling

with incorrect or contaminated fuel.

GENERAL TERMS AND CONDITIONS RELATING TO VEHICLE COVERING CONTINENTAL EUROPEAll costs quoted are exclusive of VAT or local tax.

ValidityThis service is only available for travel to Continental Europe not

exceeding 90 days in any single trip.

Onward travelOnward travel for you and your passengers means: taxi to a

maximum of 50 miles or £45, or if your vehicle is more than

50 miles from your home address, first class rail fare or if your

journey exceeds six hours, economy class air fare.

Air fare is not available for immobilisation arising through: road

traffic accident, attempted theft, vandalism, theft or fire. Onward

travel is limited to a maximum of £525 per person travelling with

the covered vehicle at the time of immobilisation. Costs relating

to onward travel must be authorised by Volvo Assistance prior to

being incurred.

Onward travel is not available for immobilisation arising through


StorageStorage costs up to a maximum of £90.

Hotel accommodationIf your vehicle is immobilised more than 50 miles from your

home address:

Hotel accommodation to a maximum of £90 per person per

night for a maximum of four nights.

Hotel accommodation is limited to one night for immobilisation

arising through: road traffic accident, attempted theft,

vandalism, theft or fire to a maximum of £90 per person.

Hotel accommodation is not available for immobilisation arising

through incorrect fuelling or contaminated fuel.

We will only pay costs over and above those that would have

been payable had your vehicle not been immobilised.

Car hireWhenever possible Volvo Assistance will attempt to provide you

with a replacement vehicle from the repairing Authorised Volvo

Retailer or Volvo Authorised Workshop. If we are unable to do so

then a vehicle will be sourced through one of the major vehicle

rental companies. Under any circumstances you must be able to

comply with their conditions of hire.

The rental provider will need to see your valid driving licence and

you will be asked for a deposit to cover fuel charges and any

additional days’ hire.

Certain endorsements on your licence may prejudice your

eligibility to hire a vehicle. Insurance requirements may stipulate

that you must have held a full UK driving licence for a minimum

of 12 months and are aged between 25 and 65.

Volvo Assistance will pay for a hire car for up to three

working days.

Car hire is limited to one working day for immobilisation arising

through: road traffic accident, attempted theft, vandalism, theft

or fire.

Car hire is not available for immobilisation arising through


Volvo Assistance does not cover the cost of any insurance, fuel

or ancillary charges relating to car hire.

Volvo Assistance is not able to guarantee the supply of hire cars

with either 4-wheel drive or fitted with tow bars.

Vehicle collection Provided that your vehicle has been recovered by Volvo

Assistance to an Authorised Volvo Retailer or Volvo Authorised

Workshop and on completion of repairs, Volvo Assistance will

organise and pay the costs for the collection of your vehicle by

you: by taxi, first class train fare or economy class air fare where

train travel exceeds six hours.

Vehicle collection is not available where the original immobilisation

arose through: road traffic accident, attempted theft, vandalism, theft,

fire, incorrect fuelling or contaminated fuel.

Vehicle repatriationIf your vehicle has to be repatriated from Europe, you should

ensure that any items of value are removed. You will be asked

to provide Volvo Assistance with a signed inventory of any items

left in your vehicle. Neither Volvo Assistance nor its agents

accept any liability for the subsequent loss of or damage to any

items not declared on this inventory.

The maximum amount payable by Volvo Assistance for vehicle

repatriation will not exceed the market value of your vehicle as

specified by Parkers guide.

Repatriation is not available for immobilisation arising through



18

Release feesShould your vehicle be stolen and subsequently recovered by

the police, you will be responsible for any release fees before we

can remove your vehicle to an Authorised Volvo Retailer or Volvo

Authorised Workshop. These costs may be refundable under the

terms of your motor insurance policy.

Specialist chargesIn the event that the use of specialist equipment is required

to provide assistance when your vehicle has, for example, left

the highway, is in a ditch, is standing on soft ground, sand,

shingle, stuck in water or snow or has been immobilised by the

removal of its wheels, we will arrange recovery, but you will be

responsible for the costs. These costs may be refundable under

the terms of your motor insurance policy.

Adverse weather conditionsDuring periods of adverse weather conditions, snow, floods, etc.,

external resources may be stretched and some operations may

become impossible until the weather improves. At such times,

our main priority is to ensure that you and your passengers are

taken to a place of safety and so the recovery of your vehicle may

not be possible until weather conditions permit.

Lockout/lost keysWhilst we will always endeavour to provide assistance by the

most practical method should you be unable to gain entry to

your vehicle, modern security systems make it extremely difficult

for this to be achieved should spare keys not be available. If a

forced entry is required, you will be asked to sign a declaration

stating that you have given permission for this to take place

and that any costs for resultant damage will be your sole

responsibility.

Incorrect or contaminated fuelIf your vehicle is immobilised as a result of refuelling with

incorrect fuel or contaminated fuel, we will pay for the cost of

recovering your vehicle to the nearest Authorised Volvo Retailer

or Volvo Authorised Workshop. The additional benefits detailed

in this document will not be provided in the event of refuelling

with incorrect or contaminated fuel.

Autoroute restrictionsIf assistance is required on a French autoroute, and certain

autoroutes in some other European countries, you must use

the official SOS boxes at the side of the road in order to

arrange initial recovery. You will be connected to the authorised

motorway assistance service because the roads are privatised

and we are prevented from assisting on them. You should

contact Volvo Assistance at the earliest opportunity so that

we can arrange for the most appropriate assistance once your

vehicle has been recovered from the autoroute. Costs incurred

for recovery from the autoroute should be claimed back from

Volvo Assistance.

Exclusions relating to UK and Continental European Cover

Volvo Assistance will not cover or pay for:

• Vehicles involved in motor racing, rallies, speed or duration

tests, practice run, or operated outside official roads.

• Any costs as a result of your being under the influence of

intoxicating liquor, solvent abuse or drugs.

• Assistance required as a result of wars, riots, uprising, mass

political demonstrations, pillage, use for military purposes

or acts of terrorism, earthquake damage, freak weather

conditions, atmospheric phenomena, nuclear transformation

phenomena or radiation caused by artificial acceleration of

atomic particles.

• Breakdown caused by deliberate damage or vandalism by the

owner or participation in a criminal act or offence.

• Any damage as a result of intervention of the authorities of

the country where the assistance is given or damage caused

by unforeseen circumstances.

• Any damage resulting from the use of the vehicle against the

recommendations of the owner’s manual.

• Any consequential cost and/or damage to property as a

result of a breakdown.

• The cost of replacement parts.

• Vehicles kept in a non-roadworthy condition or not serviced

in accordance with the manufacturer’s recommendations.

• Any vehicle if there are more persons than the seating

capacity stated in the vehicle’s registration document.

• Any claim caused directly or indirectly by the overloading of

your vehicle and/or any caravan or trailer.

• Any cost that would have been payable if the breakdown had

not occurred, e.g. food, accommodation, taxi fares, fuel or

toll charges.

• Any service not previously authorised by Volvo Assistance.

• Vehicles sold by unauthorised retailers and any new vehicles

sold in countries other than the covered countries are

excluded from the assistance services.

• If the vehicle has been involved in an accident and requires

salvage or off-road recovery, additional charges for special

equipment used to salvage the vehicle prior to recovery are

not covered.

• Vehicles driven to the Authorised Volvo Retailer or Volvo

Authorised Workshop are not entitled to the assistance

services.

• Any insurance, fuel or ancillary costs in relation to a vehicle

hired by us or you under Volvo Assistance.

• Any incident affecting a vehicle hired by you even if arranged

for you by us.


19

• Any claim where your vehicle is being driven by persons who

do not hold a full United Kingdom or other recognised and

accepted driving licence.

• The cost of any accommodation or care of any animal. Any

onward transportation by Volvo Assistance is solely at your

risk. Volvo Assistance will not insure any animal during

onward transportation.

• Your vehicle if it is unattended.

• Any period outside your period of cover.

• Any of the services in this document when linked to death

or hospitalisation through illness or injury of you or your

passengers while travelling with or without the covered

vehicle.

• Loss caused by any delay, whether the benefit or service is

being provided by Volvo Assistance or someone else (for

example, a garage, hotel, car hire company, carrier, etc.).

• Legal assistance and expenses.

Please note: for taxis, rental cars, police cars, ambulances

and cars used by driving schools, Volvo Assistance will cover

roadside or home assistance and/or towing to the nearest

Authorised Volvo Retailer or Volvo Authorised Workshop only.

MAKING A COMPLAINT

(Volvo Assistance) We aim to provide you with a first class service. However, there

may be times when you feel we have not done so. If this is the

case, please tell us about it so that we can do our best to solve

the problem. In the first instance, please contact:

Customer Support, Volvo Assistance, 102 George Street, Croydon CR9 6HD

Please supply us with your name, address and vehicle

registration and enclose copies of relevant correspondence,

as this will help us to deal with your complaint in the shortest

possible time.


CCP 9451


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