HelloCars Warranty Policy

  1. PURPOSE OF OUR POLICY

    1. Innovate Automotive Pty Ltd ACN 609 644 966 (we, us or our) has adopted this Warranty Policy to ensure that we have standards in place to dictate the procedure, coverage and compliance of our warranty process.
    2. This Warranty Policy is in accordance with the consumer guarantees provided under the Australian Consumer Law (ACL).
    3. Where any inconsistency should arise between this policy and ACL, the latter shall prevail.
  2. WHAT THIS POLICY APPLIES TO

    This warranty applies to any vehicle vehicle that:

    1. Is purchased from Innovate Automotive Pty Ltd ACN 609 644 966 trading as HelloCars
    2. Is less than 10 years old at the time of purchase
    3. Has fewer than 160,000km at the time of purchase
    4. That is used for private or business use
  3. WHEN THIS POLICY APPLIES

    This warranty policy covers the obligation provided by NSW Fair Trading under the Australian Consumer Law (ACL) which includes:

    1. Vehicles up to 3 months after purchase or
    2. Up to 5,000km after purchase, whichever occurs first

      The period of guarantee commences when:

    3. The purchaser takes possession of the vehicle or
    4. The sale is completed, whichever occurs first

    The period of guarantee does not include any period in which the vehicle was in the possession of Innovate Automotive Pty Ltd for the purpose of assessing, repairing or making good repairs.

  4. WHAT THIS POLICY COVERS

    Innovate Automotive Pty Ltd agrees to:

    1. Repair or make good, at our own expense, any defect present in a vehicle that falls within the criteria outlined in this policy
    2. Complete any repairs to an acceptable quality, with consideration to the type and value of the vehicle
  5. WHAT THIS POLICY EXCLUDES

    This warranty does not apply:

    1. If the vehicle was purchased more than 3 months prior or has travelled more than 5,000km since purchase
    2. If the vehicle was more than 10 years old at the time of purchase
    3. If the vehicle had travelled more than 160,000km at the time of purchase
    4. To any worn or broken parts which are known to have a limited life span and require regular replacement during your vehicle’s lifespan, including but not limited to exhaust systems, filters, hoses, and brake pads.
    5. To tyres, batteries, windscreen chips or wheel alignments
    6. To any superficial damage to the paint or upholstery that would be expected of a used vehicle, would have been apparent on a reasonable inspection at the time of purchase or within our 3-Day Money Back Guarantee period
    7. To any subsequent purchaser of the vehicle
    8. To any damage that was previously disclosed to the purchaser prior to sale
    9. If the purchaser is a licensed motor dealer
    10. If the vehicle is more than 10 years old and has more than 160,000km at the time of purchase
    11. To any incidental or accidental damage caused after the purchase of the motor vehicle while in the possession of the purchaser
    12. To any repair or replacement of any part of your vehicle which is covered by:
      1. The manufacturer’s warranty
      2. A repairer’s guarantee
      3. A manufacturer’s recall programme
    13. If the damage was caused by misuse or negligence by any driver while in the possession of the purchaser, where the driver was not a direct employee, supplier or contractor of Innovate Automotive Pty Ltd.
    14. If the damage was caused by participation in motor racing, motor rallying or off-road driving.
  6. POLICY DISCRETION

    At our discretion, Innovate Automotive Pty Ltd reserves the right to:

    1. Decline remuneration or compensation for any work performed by a third party without our prior knowledge and consent
    2. Request that the purchaser deliver the vehicle to Innovate Automotive Pty Ltd or an approved third party for the purpose of assessing, repairing or making good repairs at their own expense, unless it would be unsafe to do so
    3. Make final judgement that the standard of work has been completed to an acceptable quality, taking into consideration the type and value of the vehicle
  7. MAKING A CLAIM

    Contact us as soon as possible

    1. You must advise Innovate Automotive Pty Ltd of your claim as soon as possible by contacting our customer service centre via email at support@hellocars.com.au
    2. You must not contact any other party for the purpose of assessing, repairing or making good repairs without the prior written consent of Innovate Automotive Pty Ltd

      Assist us with your claim

    3. You must provide us all the information and assistance with your claim which we may reasonably require.
    4. You must provide us with honest and complete answers and tell us everything you know that a reasonable person in the circumstances could be expected to tell us

      Prevent further loss or damage

    5. If there is a problem with the vehicle, you must take all reasonable precautions to prevent any further loss or damage.