1. About these terms
1.1 CarServe is a trading name of Servicing Stop Limited, a company registered in England and Wales under company number 06558606, whose registered office is at 57 London Road, Enfield, Middlesex, EN2 6DU (VAT registration number GB 939 7924 59) ("we", "us", "our").
1.2 Your plan is a contract between you and us. If you bought it through a car dealer, the dealer arranged the sale but is not a party to the contract.
1.3 In these terms: "plan" means the CarServe Service Plan shown on your plan confirmation; "start date" is the date shown on your plan confirmation; "plan term" is 2 or 3 years from the start date; "vehicle" is the car registered on your plan.
1.4 These terms, together with your plan confirmation, make up the whole agreement. Your plan covers servicing and MOTs only. It does not include any warranty, breakdown or repair cover.
2. Your plan, eligibility and payment
2.1 Eligibility. Plans are available for cars only, under 15 years old and with under 100,000 miles at the start date. Petrol, diesel, hybrid and plug-in hybrid cars must have an engine of up to 3.0 litres; fully electric cars are eligible regardless of motor size. Cars with an engine over 3.0 litres, and high-performance or sports models, are not covered by the standard plan, but we can quote for them separately: call our team on 020 3640 8108. The vehicles listed in clause 2.7 are not eligible. The vehicle must have a service history that is up to date at the start date.
2.2 What's included. Your plan covers the services and MOTs listed on your plan confirmation, plus collection and delivery for each plan visit. Anything not listed is not included. If your vehicle is fully electric, each plan service is carried out as an EV service: items that do not apply to an electric car (such as engine oil, oil filter, air filter, spark plugs and sump plug washer) are replaced by the electric-vehicle checks listed for the EV Major Service and EV Minor Service on your plan confirmation and at carserve.com. EV services do not include a brake fluid change.
2.3 Fixed price. Your plan has a fixed total price, shown on your plan confirmation. All prices include VAT. The price will not change during the plan term.
2.4 How you pay. You can pay for your plan in one of three ways:
(a) Pay in full: pay the total price in one payment when you buy: online through our payment provider GoCardless (by Instant Bank Pay from your bank, or a one-off Direct Debit collected within a few working days), or through the dealer that sold you the plan.
(b) Add it to your car finance: ask the dealership that sold you the vehicle to include the plan price in your car finance agreement. If your finance provider agrees, the plan is paid for in full on your behalf at the start date and you repay the finance provider under your finance agreement, including any interest and charges it sets. Your finance agreement is a separate contract between you and your finance provider; we are not a party to it, and its terms, approval and interest rate are a matter for your finance provider.
(c) Pay monthly with CarServe: pay in 12 monthly instalments by Direct Debit through GoCardless. The first instalment is collected on the earliest date GoCardless can collect after your Direct Debit is set up (usually within a few working days), and the others monthly after that. Your 12th and final instalment is always collected within 12 months of the date you buy your plan. Eleven instalments are equal and the final one makes up the balance, so the total is exactly the same as the price paid in full.
These options apply to both 2-year and 3-year plans.
2.5 No interest or fees from CarServe. Paying monthly with CarServe costs nothing extra: we charge no interest, arrangement fee or administration fee. Section 5 (missed payments) applies only to plans paid monthly with CarServe.
2.6 You owe the full price. Paying monthly is a way of spreading the cost, not a monthly subscription. By taking out the plan you agree to pay the full fixed price, whether or not you use every service or MOT, subject only to your cancellation rights in section 4.
2.7 Vehicles we don't cover. Plans are not available for:
(a) supercars and specialist makes, including Aston Martin, BAC, Bentley, Bugatti, Ferrari, Koenigsegg, Lamborghini, Maserati, Maybach, McLaren, Pagani, Radical, Rolls-Royce and Westfield;
(b) under the standard plan, cars with an engine over 3.0 litres, high-performance or sports models (for example Audi RS, BMW M, Mercedes-AMG, Honda Type R and Nissan Nismo models) and cars made by Alpina, Ariel, Caterham, Lotus, Morgan, Noble, Porsche and TVR. We can quote for these separately (see clause 2.1);
(c) vehicles used as a taxi, private hire vehicle or minicab, for driving tuition, for short-term or self-drive hire, for courier or delivery work, or by the emergency services or military;
(d) vehicles used for racing, rallies, track days or any other competitive event;
(e) vehicles modified from the manufacturer's original specification, except adaptations for disability or mobility;
(f) grey or personal imports not built to UK specification, and left-hand-drive vehicles;
(g) kit cars, motorhomes and campervans, vans and other commercial vehicles (including car-derived vans), and vehicles over 3.5 tonnes;
(h) vehicles powered by LPG or hydrogen;
(i) vehicles recorded as an insurance write-off in Category A, B, S or N;
(j) vehicles owned by a business that sells or services motor vehicles;
(k) vehicles registered or kept in Northern Ireland.
If we later find the vehicle was not eligible at the start date, clause 4.6 applies.
2.8 What your plan does not cover. Only the items listed for each service on your plan confirmation are included. Your plan does not cover: replacing tyres, brake pads and discs, wiper blades, bulbs or batteries; replacing spark plugs (they are inspected only), timing belts or chains, or fuel filters; brake fluid, coolant, gearbox or other fluid changes unless listed; AdBlue; repairing, replacing or reconditioning the high-voltage battery, electric motor, inverter, on-board charger, charging socket or charging cables; manufacturer software updates; repairs needed for the vehicle to pass its MOT; repairs following accident damage, neglect or misuse; or any work outside the manufacturer's service schedule. If the garage finds work that is not covered, clause 3.5 applies.
2.9 Your manufacturer's service schedule. Our services follow a fixed CarServe checklist, which may not include every item in your manufacturer's service schedule. If your car is under manufacturer warranty, check your service book; we can quote for any extra items your schedule needs. Parts and oil are to manufacturer specification.
3. Using your plan
3.1 First service from month 9. Your first plan service cannot be booked or redeemed until 9 months after the start date. Any servicing your vehicle needs before then is not covered by the plan and must be arranged and paid for separately. This wait applies to services only: MOTs can be booked when they fall due, including in the first 9 months.
3.2 Later services and MOTs. Each further service and MOT can be booked once it is due under the manufacturer's schedule or the vehicle's MOT due date, as shown on your plan confirmation. If an MOT is not legally required during a plan year because the car is under 3 years old, that visit becomes a free CarServe Safety Check with collection and delivery instead.
3.3 Using items after the plan ends. Each service and MOT can be used up to 60 days after the end of the plan term. After that, unused items lapse and no refund is due.
3.4 Booking. Book online at carserve.com or by calling 020 3640 8108. A local approved garage will collect the vehicle, carry out the work and return it.
3.5 Extra work. If the garage finds work that is not included in your plan, we will contact you with a price first. No extra work is carried out without your agreement, and any extra work you approve is paid for separately.
3.6 Keeping to the schedule. You are responsible for having the vehicle serviced on time. If a service is late, parts may need replacing that the plan does not cover.
3.7 Payments must be up to date. We will only book a service or MOT under the plan while your payments are up to date (see section 5).
4. Cancelling your plan
4.1 14-day cooling-off period. You can cancel within 14 days, starting the day after you buy your plan, for a full refund. If you've used an MOT in that time, we'll deduct its value. You don't have to give a reason. To cancel, tell us clearly by emailing info@carserve.com, calling 020 3640 8108, writing to us at the address in clause 1.1, or using our cancellation form (you don't have to use the form). We will refund you within 14 days of your cancellation, using the same payment method you used.
4.2 No cancellation after 14 days. After the 14-day cooling-off period, your plan can't be cancelled and the full price remains payable. This applies to the end of the payment schedule, even if you stop paying by Direct Debit or no longer want the plan.
4.3 Cancelling your Direct Debit does not cancel your plan. If you cancel your Direct Debit, the remaining balance is still owed and section 5 applies.
4.4 Selling your vehicle. Your plan stays with the vehicle and can be transferred to the new owner by contacting us (the new keeper can also tell us at carserve.com under "Already a CarServe customer?"); it cannot be moved to another vehicle. Selling the vehicle does not end your obligation to pay: you can either keep paying your instalments or settle the remaining balance in full.
4.5 Vehicle written off or stolen. If the vehicle is written off or stolen and not recovered, contact us with evidence, such as your insurer's settlement letter or a police crime reference number. We will then end the plan and cancel any instalments not yet due. Payments already made are not refunded.
4.6 Our right to end the plan. We may end the plan if you provide false information when applying, if the vehicle was not eligible at the start date, or under clause 5.4. If we end the plan because the vehicle was not eligible, we will refund what you have paid, less the value of any items used.
5. Missed payments
5.1 If a payment fails. If a Direct Debit instalment is not paid, we will contact you by email, text or letter and may try to collect the payment again within 7 days.
5.2 Plan suspended. While any instalment is overdue, your plan is suspended: we will not book or carry out any service or MOT under the plan until your account is up to date. Suspension does not extend the plan term.
5.3 Arrears notice. If an instalment remains unpaid 14 days after it was due, we will write to you setting out the amount owed and giving you a further 14 days to pay it.
5.4 Full balance becomes due. If you do not pay the arrears within the time given in our notice, or if you cancel your Direct Debit and do not set up another payment method within 14 days of us asking you to, the whole remaining balance of the fixed price becomes due immediately, and we may end your use of the plan.
5.5 Recovering the debt. We will chase any unpaid balance. We may pass it to a debt collection agency acting on our behalf, and we may take court action to recover it. If we go to court, the court may order you to pay our legal costs as well as the debt.
5.6 No late payment fees. We do not charge interest, late payment fees or administration charges on missed instalments.
5.7 If you are struggling to pay. Contact us as soon as possible on 020 3640 8108 or at info@carserve.com. We will consider reasonable requests to agree a new payment arrangement. Free, independent debt advice is available from MoneyHelper (moneyhelper.org.uk) and StepChange (stepchange.org).
6. Complaints and legal
6.1 Complaints. If you are unhappy with your plan, contact us at info@carserve.com or 020 3640 8108. We will acknowledge your complaint within 5 working days and aim to resolve it within 8 weeks.
6.2 Changes to these terms. We will not change the price, the items included or the payment schedule of your plan during the plan term. We may make other changes needed to comply with the law, and will tell you about them in writing.
6.3 Your personal data. We use your details to run your plan, take payments and recover any money owed, as set out in our privacy notice.
6.4 Your legal rights. Nothing in these terms affects your statutory rights as a consumer.
6.5 Governing law. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
7. Lifetime Warranty and Hassle-Free Motoring
7.1 What they are. The Lifetime Warranty is a Warrantywise warranty supplied by CarServe. Hassle-Free Motoring is the Lifetime Warranty together with, in each plan year, one service (a Major Service or a Minor Service, whichever your vehicle is due under our schedule) and one MOT, with collection and delivery for each plan visit. A "plan year" is each period of 12 months from the start date. Sections 1 to 6 apply to these products except where this section says otherwise.
7.2 Your warranty cover. What your warranty covers, including the parts covered, repair limits and how to make a claim, is set out in the Warrantywise warranty plan book (for cars or electric cars) and your warranty schedule, which together are the "Warrantywise policy terms". CarServe is your supplying partner and Warrantywise administers the warranty and handles claims under those terms. After you buy, we register your warranty with Warrantywise and keep it in force for as long as your payments continue. Under the Warrantywise policy terms, cover ends when your vehicle reaches 18 years old or has travelled 200,000 miles, whichever comes first. If anything in these terms conflicts with the Warrantywise policy terms about your warranty cover, the Warrantywise policy terms apply. Clause 1.4 does not apply to these products.
7.3 Eligibility. Clauses 2.1 and 2.7 apply. The Warrantywise policy terms may also set their own eligibility requirements.
7.4 Monthly payments. You pay by Direct Debit through GoCardless, either monthly (the monthly price shown when you buy and on your confirmation) or yearly in advance (12 times the monthly price). The first payment is collected on the earliest date GoCardless can collect after your Direct Debit is set up, and the others monthly, or yearly if you pay yearly, after that. Payments continue until your product ends under clause 7.6 or 7.7. Clauses 2.4 to 2.6 do not apply to these products.
7.5 Hassle-Free Motoring services and MOTs. Each plan year's service and MOT can be booked once it is due under clause 3.2, while your payments are up to date. Clauses 2.8, 2.9, 3.4, 3.5 and 3.6 apply. If your car is under 3 years old, you get a free CarServe Safety Check instead of an MOT until one is due. A service or MOT not used in its plan year lapses at the end of that plan year, or 60 days after it if it was due in the last 60 days of the plan year, and no refund is due. Clauses 3.1 and 3.3 do not apply to Hassle-Free Motoring.
7.6 Ending your product. Clause 4.1 (14-day cooling-off period) applies. Clause 4.2 does not apply to these products. After the cooling-off period:
(a) Lifetime Warranty: there is no minimum term. It lasts for as long as you keep paying, and you can end it at any time by telling us. Your cover stops at the end of the last month you have paid for. We do not refund part-months. If you pay yearly and end it part-way through a year, we refund the whole months left.
(b) Hassle-Free Motoring: there is a minimum term of 12 months from the start date. If you end it before the minimum term has finished, the monthly payments up to the end of the minimum term remain payable. After the minimum term, you can end it at any time by telling us, and your warranty cover and plan visits stop at the end of the last month you have paid for. If you pay yearly and end it part-way through a year after the minimum term, we refund the whole months left, less the value of any service or MOT used in that year.
(c) Your warranty can't be transferred to another person or vehicle. If you sell your vehicle, tell us: your warranty ends, and your product ends too (for Hassle-Free Motoring, subject to the minimum term in (b)).
7.7 Missed payments. If a monthly payment isn't paid, we won't book plan visits until your account is up to date, and your warranty cover depends on your payments being made as set out in the Warrantywise policy terms. If a payment remains unpaid 30 days after it was due, we may end your product and tell Warrantywise. For Hassle-Free Motoring, section 5 also applies to the payments due up to the end of the minimum term. We do not charge interest or late payment fees.
7.8 Price changes. Your monthly price will not change during the first 12 months. After that, we may change it by giving you at least 30 days' written notice. If you don't want to continue at the new price, you can end your product before the change takes effect at no cost.