Membership Service Scope

CARVADO

MEMBERSHIP SERVICE SCOPE

Document ID:

CAR-LGL-004

Version:

1.0

Classification:

Public

Status:

Draft for Final Legal Review

Document Owner:

Carvado Membership Team

Effective Date:

[To be completed]

Review Date:

[To be completed]

Last Updated:

[To be completed]

DOCUMENT INFORMATION

This Membership Service Scope forms part of the Carvado Membership Legal Centre.

This document should be read together with the Membership Terms & Conditions.

Where any inconsistency exists between this document and the Membership Terms & Conditions, the Membership Terms & Conditions shall take precedence unless applicable law requires otherwise.

The purpose of this document is to explain the scope of services available through Membership, the services Carvado provides, and the services which fall outside the Membership programme.

CONTENTS

1 Introduction

2 Purpose of Membership

3 Services Included

4 Insurance Review Services

5 Member Support

6 Digital Resources

7 Member Dashboard

8 Third-Party Services

9 Services Not Included

10 Service Availability

11 Changes to Services

12 Governing Law

13 Version History

This document explains the scope of Membership services provided by Carvado.

Its purpose is to provide Members with a clear understanding of what is included within Membership and what falls outside the scope of the Membership programme.

This document forms part of the Membership Agreement and should be read together with the Membership Terms & Conditions.

Capitalised terms used within this document have the meanings given to them within the Membership Terms & Conditions unless expressly defined otherwise.

Membership is intended to provide ongoing support throughout the Member's ownership journey.

It is not intended to replace professional legal advice, tax advice, financial advice or regulated insurance advice unless expressly stated otherwise.

Membership has been created to provide ongoing support rather than one-off transactions.

Rather than simply assisting Members at renewal time, Membership is designed to offer continuing value throughout the year.

Membership aims to:

• assist Members with insurance reviews;
• provide access to educational resources;
• simplify vehicle ownership;
• provide specialist guidance;
• improve the Member experience;
• introduce additional benefits over time;
• build a long-term relationship with Members.

Membership is intended to evolve.

Carvado may introduce new Membership Benefits, technologies, partnerships and operational improvements designed to enhance the Membership experience.

The services available depend upon the Member's Membership Tier.

Current services are described within the Membership Benefits Schedule.

Depending upon the Membership Tier, Membership services may include:

• Insurance Reviews;
• Member Dashboard access;
• Digital Content;
• downloadable guides;
• support services;
• messaging support;
• telephone support;
• referral programme participation;
• Welcome Packs;
• Member-only offers;
• event invitations;
• concierge-style assistance;
• future Membership Benefits introduced by Carvado.

Membership services are provided solely for the benefit of the Member.

Unless expressly stated otherwise, services may not be transferred, resold or used commercially.

Insurance Reviews are intended to assist Members in identifying suitable insurance options.

Insurance Reviews are carried out using information supplied by the Member together with markets reasonably available to Carvado at the time.

Insurance Review services may include:

• reviewing available insurers;
• reviewing specialist markets;
• comparing policy options;
• identifying potential savings opportunities;
• explaining available insurance options;
• discussing renewal strategies.

Insurance Review services do not guarantee:

• insurer acceptance;
• lower premiums;
• availability of quotations;
• particular policy wording;
• successful placement of insurance.

Insurance decisions remain entirely with insurers and intermediaries.

Membership may include access to Member support services depending upon the applicable Membership Tier.

Support services are intended to assist Members with matters relating to their Membership and the services offered by Carvado.

Support is provided using reasonable skill and care but is not intended to replace independent professional advice where such advice is appropriate.

Depending upon the Member's Membership Tier and the communication methods made available by Carvado, support may be provided through:

• email;
• telephone;
• secure messaging;
• the Member Dashboard;
• online contact forms;
• future communication channels introduced by Carvado.

Support channels may change over time as the Membership programme develops.

Where telephone support forms part of a Membership Tier, Members may contact Carvado during published business hours.

Telephone support is provided on an unlimited basis, subject always to the Fair Use Policy.

Unlimited telephone support means there is no fixed numerical limit on genuine support enquiries made for the Member's own personal use.

It does not include excessive, abusive, commercial or unreasonable use.

Where messaging support forms part of a Membership Tier, Members may submit enquiries using the messaging methods provided by Carvado.

Messaging support is also provided on an unlimited basis, subject to the Fair Use Policy.

Carvado aims to respond to Member enquiries promptly.

Response times will vary depending upon:

• Membership Tier;
• operational demand;
• complexity of the enquiry;
• public holidays;
• staff availability;
• circumstances outside Carvado's reasonable control.

Published response times are targets only and do not constitute contractual guarantees.

Support services may include:

• assistance using the Member Dashboard;
• Membership enquiries;
• Insurance Review enquiries;
• explanation of Membership Benefits;
• account administration;
• payment enquiries;
• guidance regarding available Membership services;
• general vehicle ownership guidance where appropriate.

Support does not include services which fall outside the scope of Membership.

Depending upon the Membership Tier, Members may receive access to Digital Resources provided by Carvado.

Digital Resources are intended to educate, inform and assist Members throughout their Membership.

Digital Resources may include:

• Driver Handbooks;
• Insurance Guides;
• Claims Guides;
• educational articles;
• downloadable templates;
• checklists;
• videos;
• calculators;
• future educational material.

Carvado may add, improve or replace Digital Resources from time to time.

Digital Resources are normally made available through the Member Dashboard.

Where downloads are permitted, Members may save copies for their own personal use.

Downloaded copies remain subject to the Membership Terms & Conditions and applicable intellectual property rights.

Digital Resources may be revised periodically to reflect:

• legislative changes;
• industry developments;
• operational improvements;
• Member feedback;
• improved guidance.

Members may therefore receive updated versions during their Membership.

The Member Dashboard acts as the central location for managing Membership.

Carvado intends to continue expanding Dashboard functionality as the Membership programme develops.

Depending upon the Membership Tier and operational development, the Dashboard may include:

• Membership status;
• renewal information;
• payment history;
• invoices;
• registered Vehicles;
• Insurance Review history;
• Digital Resources;
• referral information;
• referral rewards;
• support requests;
• account settings;
• communication preferences;
• event bookings;
• Welcome Pack status;
• future Membership features.

The Dashboard may evolve without requiring amendment to this document.

Members may register multiple Vehicles within their Dashboard.

Membership belongs to the Member rather than any individual Vehicle.

Registering additional Vehicles does not increase the number of Insurance Reviews included within the applicable Membership Tier.

Members are responsible for maintaining the confidentiality of their login credentials.

Members should notify Carvado promptly if they believe unauthorised access has occurred.

Some Membership Benefits rely upon carefully selected third-party providers.

Examples may include:

• insurers;
• insurance brokers;
• payment providers;
• delivery companies;
• event organisers;
• technology providers;
• future commercial partners.

Third-party providers remain independently responsible for the products and services they supply.

Carvado cannot control:

• underwriting decisions;
• insurance premiums;
• policy wording;
• claims decisions;
• third-party delivery times;
• third-party operational changes.

Carvado may replace, remove or introduce commercial partners from time to time.

Such changes are intended to maintain or improve the quality of Membership Benefits.

Unless expressly stated within the Membership Benefits Schedule, Membership does not include:

• insurance cover;
• legal representation;
• tax advice;
• financial advice;
• investment advice;
• vehicle repairs;
• mechanical inspections;
• roadside recovery;
• vehicle recovery services;
• MOT testing;
• vehicle servicing;
• warranty administration;
• valuation guarantees;
• claims settlement services.

Membership does not itself provide insurance.

Insurance contracts remain separate agreements between the customer and the relevant insurer or intermediary.

Membership does not guarantee:

• acceptance by insurers;
• lower insurance premiums;
• successful claims;
• successful finance applications;
• increased vehicle values;
• availability of particular Membership Benefits at all times.

Carvado aims to provide Membership services continuously throughout the Membership period.

However, temporary interruptions may occur where reasonably necessary.

Temporary interruption may arise due to:

• maintenance;
• software upgrades;
• payment provider maintenance;
• hosting issues;
• internet outages;
• cyber security measures;
• Force Majeure events.

Temporary interruption for the purpose of improving Membership systems does not constitute a breach of this document.

Carvado intends to continually improve the Membership programme.

Accordingly, Membership services may evolve over time.

Changes may include:

• new Digital Resources;
• additional support services;
• improved Dashboard functionality;
• new Membership Benefits;
• improved technology;
• additional partnerships;
• enhanced Member communications.

Where changes materially affect contractual rights, Carvado will provide appropriate notice where required by law.

Document:

Membership Service Scope

Document ID:

CAR-LGL-004

Version:

1.0

Classification:

Public

Status:

Draft for Final Legal Review

Effective Date:

[To be completed]

Review Date:

[To be completed]

Last Updated:

[To be completed]

Document Owner:

Carvado Membership Team

Review Cycle:

Annual or earlier where required by changes in legislation, regulation or Membership operations.

Revision History

Version 1.0

Initial publication.

END OF MEMBERSHIP SERVICE SCOPE