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RRGDIRECT TERMS & CONDITIONS

These Terms and Conditions (“Terms”) describe the rights and responsibilities of you and us in relation to your purchase of a vehicle through this website. Please read them carefully as they represent a legally binding agreement between you and us (and the finance company if you buy on finance). Any purchase of a vehicle on this website is subject to these Terms. The contract between us is concluded in English.

ORDERING YOUR CAR ONLINE

On our website, you can search our range of new and used vehicles. Once you have made your choice, you can pay for your car outright, or finance it by applying for a finance package online. You can part-exchange your existing vehicle and put the money towards the deposit for your new car. (Part exchange capital not put towards the purchase can be paid to you in the form of cashback). There is also an option to reserve a car for up to 48 hours by paying a fully refundable deposit on it.

The prices displayed on our site are inclusive of VAT.

At the beginning of the order process, you will be asked to confirm your preferred payment method (PCP, HP, Pay in Full, Reservation Fee). Once you have selected your car, you will then receive a quote based on your preferred payment method (but you can also choose to review quotes for other methods).

If you decide to proceed with your purchase and you have decided to pay in full, you will be asked to put in your personal and payment card details to complete the process (see the ‘Paying in Full’ section below).

If you choose to purchase a vehicle and you have selected a finance option, you will be asked to complete a finance application online (see the ‘Buying with Finance’ section below).

If you decide to reserve a vehicle by paying a reservation fee, you will be asked to enter your personal and payment card details (see the ‘Paying a Reservation Fee’ section below).

If you would prefer not to use the online process but would still like to purchase one of the vehicles shown, please contact our RRG DIRECT Team on 0161 742 2400 or via email at rrgdirect@rrggroup.com for further assistance.

Vehicles are offered for sale to private retail customers only. We reserve the right to cancel an order if purchased for trade.

BUYING WITH FINANCE

If you decide to place an order and buy on finance, you will be asked to enter your personal details and address, and then fill in a finance application online. You must be over 18 to apply for finance, and acceptance is subject to status. In some circumstances, a guarantee may be needed.

When you click “submit application”, we send your information to our Manufacturer Finance partner via Codeweavers (our finance technology provider) who will review your eligibility for the finance package requested. As part of this review, credit checks will be carried out with Experian. This credit check will be recorded on your credit file.

Please note that if you apply for a finance package but are unsuccessful this may affect your credit rating and/or credit score. The same applies if your application is successful but we are unable to confirm your order, and you choose not to proceed with an alternative vehicle.

If your application has not been successful, we will contact you in written form via email, and also offline verbally to notify you that your application has been declined. With your permission, we will seek an alternative lender.

If your finance application has been successful, you will be notified on-screen, but please note that this does not mean that your order has been accepted. Your order merely constitutes an offer to enter into your chosen finance package, subject to these Terms and the terms of the finance agreement. Even if your finance application is approved, there may be circumstances in which we are unable to accept your order. If this is the case, we will inform you of this by email. This might be

because the vehicle has already been sold because we have identified an error in the price or description of the vehicle, because we are unable to meet a delivery deadline you have specified or because we suspect the transaction may be fraudulent.

In some circumstances, our lender may ask you to complete additional customer checks before agreeing to your finance agreement. This could include (but not be limited to), identity checks, confirmation of personal details such as date of birth or address, and evidence of affordability. In this instance, we will make you aware of any evidential documentation that is required. You will be asked to meet these requirements before our lender can proceed with your finance application.

Once we and our manufacturer lending partner have confirmed acceptance of your offer, you will be sent an order confirmation by email. We will be in touch with you by email or phone regarding the next steps required to complete your purchase. These steps will include signature of your finance agreement, payment of any deposit, and if applicable, arrangements regarding the part-exchange of your vehicle.

After we have received all necessary documentation to complete your finance application (as required by our lender) and paid out your credit agreement, a contract will be formed between you, us and our lender for the finance and use of your new vehicle.

If you are declined finance with our first-string lender, we will offer you an alternative finance provider. We work with a number of carefully selected credit providers who may be able to offer you finance for your purchase. We are only able to offer finance products from these providers.

RRG Group Limited is authorised and regulated by the Financial Conduct Authority (Ref No 668548) for consumer credit purposes and an Appointed Representative of Ingeni Group Services Limited (Ref No 747381) which is authorised and regulated by the Financial Conduct Authority for Insurance Mediation purposes. You can Check this on the FCA’s Register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

OUR FINANCING METHODS

When purchasing your vehicle on finance, you will have the opportunity to fund it using one of the products; PCP (personal contract purchase) and HP (hire purchase) or CS (conditional sale). It is important that you select the finance product that is most appropriate for your individual circumstances. You will have the opportunity to review both products and customise a suitable monthly payment (adjusting the term, deposit and proposed mileage in the case of a PCP agreement). It is your responsibility to read the terms and conditions surrounding each product and ensure you are comfortable with the financial commitment you are making before taking out a finance agreement.

Hire Purchase or Conditional Sale

Hire Purchase or Conditional Sale is a little like a mortgage on a house where you pay an initial deposit and then pay the balance over an agreed period of time in equal monthly payments. Typically, agreements can run from 1 to 5 years. The vehicle remains the property of the finance company until you make the last payment (and pay the option to purchase fee if there is one in the case of a hire purchase product). If you settle early, you will be offered a rebate of some of the interest. However, you may find, with a small initial deposit, if you settle very early, the amount owing may be more than the vehicle is worth.

Hire Purchase/ Conditional sale may suit buyers who plan to keep their vehicles for a longer period of time, perhaps longer than the agreement term, who have a large deposit or want a simple agreement with no commitment at the end of the term.

Personal Contract Purchase

Like Hire Purchase (HP) or Conditional Sale (CS), an initial deposit is paid with monthly payments over an agreed period of time. However, the final payment at the end of the agreement is significantly larger than under a normal HP/CS agreement, usually several thousand pounds. This is often called a Guaranteed Manufacturers Future Value (GMFV) or Balloon Payment. This makes the payments in

between the initial deposit and the large final payment much smaller than with HP/CS and the agreements are shorter.

You must pay this large final payment, the GMFV, at the end of the agreement. However, the finance company will guarantee that your vehicle will be worth at least this value as long as it is in a suitable condition and covered less than an agreed mileage limit. This gives you three options:

You can hand the vehicle back to the finance company to make the final payment.

You can pay the large final payment and keep the vehicle.

Usually, your vehicle should be worth more than the final payment. So, you can part exchange the vehicle, and use the extra that it is worth, after paying off the large final payment, for a new vehicle.

Personal Contract Purchase may suit buyers that want a new or nearly new vehicle and fully intend to change it at the end, or before the end, of the agreement or want a more expensive vehicle than may be available to them using other forms of finance. The disadvantage could be that customers feel forced into changing their vehicle every 2 or 3 years to avoid paying the large final payment.

Paying in Full

If you decide to place an order and pay in full, you will be asked to enter your personal details, address and payment card information. When you click on “Submit Payment”, the full purchase price will be debited from your payment card immediately.

After placing an order, you will receive an email from us that acknowledges our receipt of your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy the vehicle. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms all of the relevant details of your order (the "Order Confirmation"). The contract between you and us will only be formed when we send you the Order Confirmation. We will inform you of the next steps required to proceed to handover after the Order Confirmation, including arrangements regarding any part-exchange vehicle.

If we are unable to accept your order, we will inform you of this by email. This might be because the vehicle has already been sold because we have identified an error in the price or description of the vehicle, because we are unable to meet a delivery deadline you have specified, or because we suspect the transaction may be fraudulent. If we are unable to accept your order, we will refund your money in full as soon as possible, usually within 5-10 days. In exceptional circumstances, we may be able to refund your payment in less than 5 days. However, this would be at the discretion of RRG Group Limited.

Paying a Reservation Fee

If you choose to reserve a car by paying a reservation fee, you will be asked to enter your personal details, address and payment card information. When you click on “submit payment”, the amount of the reservation fee will be debited from your payment card immediately.

After paying a reservation fee, you will receive an email from us that acknowledges receipt. Please note that this does not mean that your reservation has been accepted. All reservations are subject to acceptance by us, as we need to check that the car has not already been sold or reserved by someone else. We will confirm our acceptance of your reservation by sending you a confirmation email (the "Reservation Confirmation").

Your vehicle will be reserved for 2 days. We will be in contact with you to discuss the next steps required to complete your purchase.

If you decide not to purchase the vehicle, you can request a refund of the reservation fee at any time by contacting our RRG DIRECT Team on 0161 742 2400 or via email at rrgdirect@rrggroup.com. You will be asked to provide written confirmation of your request for our records. Your payment will be refunded in full, usually within 5-10 days.

CHANGES TO YOUR ORDER

If you decide that you would like to make a change to your car after you have placed the order, please let us know as soon as possible by contacting our RRG DIRECT Team on 0161 742 2400 or via email at rrgdirect@rrg-group.com. At our discretion, we may present you with a new order proposal accommodating the changes. This proposal will take account of any resulting changes to your finance package and delivery/collection date. If you choose to accept the new proposal, your previous order will be cancelled. If you do not communicate your acceptance of the new proposal to us within the required timeframe, we will continue to fulfil your original order.

Please note that we cannot agree to all requests for changes to vehicles. We will contact you to discuss possible options in these circumstances, but we will be entitled at our discretion to hold you to your original order.

YOUR RIGHT TO CANCEL

If you have paid for your car in full:

If you change your mind about an order for a vehicle that you have placed online, you can cancel your order at any time before delivery. Please notify us of your decision by sending a clear written statement of your intent to rrgdirect@rrg-group.com. Our RRG DIRECT Team will then liaise with you and process your cancellation with the relevant RRG centre.

You may also cancel your order up to 14 days after delivery. However, please note the following important information:

If you wish to cancel after delivery, please notify us of your decision by sending a clear statement of your intent to rrgdirect@rrg-group.com. Our RRG DIRECT Team will then liaise with you and process your cancellation with the relevant RRG centre. We will reimburse all payments due (subject to any relevant deductions as noted above) within 14 days of the vehicle being returned, using the same means of payment as you used for the initial transaction (unless we agree otherwise between us).

If you have purchased your car on finance via a PCP or Hire Purchase agreement:

If you have funded the vehicle via a finance agreement with one of our chosen finance partners, we will liaise with our partner to unwind your finance agreement should you wish to cancel your purchase and finance contract. We must receive notification of your desire to cancel your purchase and your finance agreement within 14 days of finance activation. Please note that you will be liable for any cancellation charges incurred as a result of unwinding the agreement.

PART EXCHANGE

On our website, you may obtain a valuation for your current vehicle by entering the registration number. The value of the vehicle may then be applied towards the deposit for the vehicle you are purchasing. If there is finance outstanding on your vehicle, we will settle this and any remaining value will be put towards your deposit. If the outstanding finance is more than the value of your car, you will need to settle it yourself before handover.

You will need to hand over your part exchange vehicle on delivery or collection of your new car. At the same time, you must give us the logbook (V5 registration certificate), service history, MOT certificate (if applicable) and all sets of keys. You will be notified prior to part-exchanging your vehicle if we require anything in addition to the aforementioned items. When you hand over your vehicle, the title to it will pass to us.

Our representative will inspect the vehicle before handover. If the condition, mileage or another valuation parameter of the vehicle is not as described by you upon valuation, we will have the right to adjust the value of the vehicle. If this results in a deficit of the amount due to us for your new vehicle, you will be required to make up the shortfall before your new vehicle is handed over to you. We will discuss available options, which may include payment by debit or credit card, or adding the shortfall to your finance (if applicable). Please note, some payment methods can be completed immediately to secure the vehicle (credit or debit card payment). If you choose to add any financial shortfall to a finance agreement, the modified finance agreement may not be reaccepted immediately and could require further underwriting by our lender. This could result in a delay in taking delivery of your purchased vehicle and could incur additional delivery charges if our representative has to return to delivery on an alternative date.

If you cancel your purchase, your part-exchanged vehicle can be returned to you as long as it has (a) not already been sold/ disposed of and/or (b) would not cause financial detriment to RRG Group Limited.

If you cancel your purchase, RRG Group Limited also reserve the right to return your part-exchanged vehicle to you as long as it has (a) not already been sold/ disposed of and/or (b) retaining the vehicle would cause financial detriment to RRG Group Limited.

In the event of cancellation, we will repay to you the value we assigned to the part-exchanged vehicle as part of your purchase, less any payments we have had to make to clear any outstanding finance. If you originally chose to have the new vehicle delivered to you, rather than to collect it from us, we will not reimburse any delivery costs.

COLLECTION AND DELIVERY

During the online order process, you will be asked to choose how you would like to receive your vehicle. You will be given the following options:

Costs and lead-in times will be displayed for each option. These are estimated lead-in times only and we cannot promise to have the car ready within those timeframes. The actual collection or delivery date will be confirmed by email or telephone.

If you wish to have your vehicle delivered, the following costs will apply.

Collect from your local dealership - FREE

Up to 30 miles - FREE

Up to 50 miles - £50

Up to 100 miles - £120

Up to 200 miles - £235

Over 200 miles - £280

Any delivery charge must be paid for upfront before delivery. You will be contacted once the delivery date is confirmed by our RRG DIRECT team who will organise taking this payment via debit or credit card.

If you have chosen to have the vehicle delivered, please note that the mileage on handover will include the additional mileage covered to deliver. It is your responsibility to ensure there is adequate parking at the delivery location chosen.

HANDOVER

We need to see a valid insurance certificate at vehicle collection/delivery. If your present insurance is not ‘open’ (i.e. has no registration number), then you must obtain a new cover note, correctly dated, from your broker. Unfortunately, photocopies of cover notes are not acceptable. If you would like to take advantage of our free 7-day manufacturer motor insurance drive away cover, please contact our RRG DIRECT Team on 0161 742 2400 or rrgdirect@rrg-group.com two days before delivery.

If taking finance, please remember to bring your full UK driving license which must show your current address. Finance agreements will be activated before vehicle collection; you will be advised if you need to bring any further proofs required.

YOUR ACCOUNT AND SECURITY

Your Account You have the option to set up an account on our service if you are buying on finance (“My Account”). This will allow you to access and/or change your saved vehicle and/or finance configurations and update or change your personal details. Where you create an account, you will be asked to provide an email address and password. You may also set up an account with us using your log-in details from third-party services approved by us (e.g. Facebook and Google) and you give us permission to access and use your information from that service as permitted by that service.

We will use the information provided in accordance with our Privacy Policy. Our full GDPR privacy policy can be viewed at https://www.rrg-group.com/site/privacy/

In all cases, you are responsible for your account, including making sure that your details are correct and kept up-to-date and ensuring that your password is secure. You are also responsible for all activity that takes place on your account. You must not share your account with any other person. Payments are processed securely by our payment processor partner, Stripe (and its global affiliates). If you are paying in full or paying a reservation fee, you will need to enter your debit or credit card information. Stripe accepts Visa, Mastercard and American Express. You warrant that you have appropriate authority to use the payment card details which you enter. By entering your debit or credit card information, you agree to use of that information by Stripe for the purpose of paying the amount due and processing your payment.

WARRANTIES AND LIABILITIES

All used vehicles will come with 12 months warranty as standard or the remainder of the manufacturer warranty (whichever is longer). All standard warranty cover will vary from manufacturer to manufacturer.

Full details of each manufacturer’s extended warranty cover and any details of exclusions can be obtained from the relevant RRG centre. Please note serviceable items and general wear and tear of your vehicle are not covered under warranty.

The Consumer Rights Act 2015 applies to all used cars purchased via RRG DIRECT. In summary, it states, the car must be ‘of a satisfactory quality’, ‘fit for purpose’, and ‘as described’.

Please visit the Citizen’s Advice Bureau via https://www.citizensadvice.org.uk/about-us/how-citizensadvice-works/citizens-advice-consumer-work/the-consumer-rights-act-2015/ for more information about your rights.

OTHER LEGAL TERMS

We will not be liable to you if any failure or delay in our performance under these Terms is caused by circumstances beyond our reasonable control (such as acts of God, war, terrorism or industrial action). No other person has any right to enforce any of these Terms. Any waiver of any provision of the Terms will be effective only if in writing and signed by us. Each of the paragraphs in these Terms operates separately. If any courts or relevant authorities decide that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect. Any rights not expressly granted herein are reserved.

These Terms and your use of the Service, including any dispute or claim (whether in contract, tort or otherwise) arising out of or in connection with them, will be governed by English law. We both agree that the courts of England and Wales shall have exclusive jurisdiction over any such dispute or claim. However, we acknowledge that in certain cases, if you are purchasing as a consumer, applicable law may allow you to bring a claim (or be sued) in your own jurisdiction.

COMPLAINTS AND DISPUTE RESOLUTION

We pride ourselves on providing excellent customer service. However, we accept that there are times when we get it wrong and that you need to bring these issues to our attention. We will try to resolve any issues that are raised quickly.

At each of our centres, we have a General Manager who has responsibility for resolving issues.

Contact details for all our centres can be found on the centres page. You can also submit your concerns via our online form which can be found at https://www.rrg-group.com/about-us/customer-care-enquiry/

Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation we have provided, we would recommend you contact The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. Fully impartial, it is the first ombudsman to be focused solely on the automotive sector and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. You can contact them via https://www.themotorombudsman.org or on their advice line 0345 241 3008* (option 1). Their decision will be legally binding on both The RRG Group and you, as the consumer.

You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

Alternatively, you can use the EU’s online dispute resolution platform to make a complaint and have it resolved by an independent dispute resolution body. Please click on this link for further information:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

CODES OF CONDUCT

All of our centres are regulated by the Motor Ombudsman and we adhere to the necessary codes of conduct. We also have an arrangement with Trading Standards – known as Primary Authority. Salford Council are our Primary Authority and any complaint which is referred to trading standards (in any location) will be referred to them.

Whilst we always aim to help customers wherever possible, if you remain dissatisfied with the outcome and explanation we have provided, we would recommend you contact The Motor Ombudsman. The Motor Ombudsman is the automotive dispute resolution body. You can contact them via https://www.themotorombudsman.org or on their advice line 0345 241 3008. Their decision will be legally binding on both The RRG group and you, as the consumer.

PRIVACY POLICY

Our full GDPR privacy policy can be viewed at https://www.rrg-group.com/site/privacy