The Arval Guide to Unfair Wear and Tear Charges for Cars

The Arval Guide to
Unfair Wear and
Tear Charges for Cars
Keeping your vehicle in good condition
and reducing end of contract damage
charges.
Drivers - Please read this guide
and keep it in your vehicle.
By following the recommendations,
you and your company could avoid
having to pay costly charges for
rectifying defects and damage when
you return the vehicle.
INTERACTIVE PDF
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Table of Contents
Click on any of the contents below for a direct link to a section.
About this guide 3
Advice to the vehicle keeper 4
Routine servicing and maintenance 4
Documentation 4
Vehicle keys 4
Appearance 4
Tips for successful appraisal of a vehicle prior to its return 5
Guide to unfair wear and tear when the vehicle is returned 6
Mechanical condition 6
Unacceptable defects 6
Body damage 7
Chips 7
Dents 7
Paintwork 9
Windscreen and windows 9
Door mirrors 10
Lamps and lenses 10
Wheels and wheel trims 12
Tyre wear and damage 12
Convertibles 13
Mouldings, wheel arch trims 13
Passenger area, seats and trims 14
In-car entertainment equipment,
telephones and navigation systems 15
Buying your vehicle 15
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2

About this guide
The purpose of this guide is to enable
drivers and fleet managers to understand
how they can minimise end of contract
recharges for their company. It is based on
the ‘Guide to Fair Wear and Tear’ as
recommended by the British Vehicle Rental
and Leasing Association (BVRLA) but
includes Arval’s interpretation of these
guidelines from a more practical perspective.
It has been produced for drivers and fleet
managers to compare the condition of each
vehicle against clearly defined standards of
acceptability. This will allow you to arrange
quality repairs to any defects that would
otherwise incur charges after the vehicle
is returned.
For more advice on setting policies please
contact your Arval Account Manager.
The guide defines the limits of
acceptable damage and provides clear
examples of damage that Arval would
not accept as fair wear and tear.
It also describes common sense steps drivers can
take to keep vehicles in good condition and
prevent unreasonable wear and tear occurring.
Please note that this brochure is intended as a
guide only. For full details please consult the
BVRLA ‘Guide to Fair Wear and Tear’ which
may contain any further updates.
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3

Advice to the vehicle keeper
Routine servicing and maintenance
One of the fundamental requirements of fair wear
and tear is that a vehicle must be serviced in
accordance with the manufacturer's servicing
schedule.
If your company has arranged maintenance for your
vehicle, one call to the Driver Contact Centre
is all it takes to book your vehicle in for any servicing,
maintenance and repairs.
Simply call 0870 600 4499 and our team will
book your vehicle in at a time to suit you.
You will also receive free collection and delivery and
a free wash and vacuum of your vehicle for major
repairs and services.
Documentation
All vehicle documents must be intact and in the
vehicle when it is returned.
These include the:
• Manufacturer’s operation manual
• Service book
• Any other documents relating to vehicle
equipment, including details of audio equipment
security codes.
Vehicle keys
All keys must be returned with the vehicle, including
spare keys, master keys and locking wheel nuts, if
originally supplied. If a remote locking system is
fitted, the appropriate remote controls should be
available and in working order.
Appearance
Regularly clean the exterior and interior of the
vehicle to ensure a good cosmetic appearance.
Hand washing is more effective than automated
wash units that can cause damage to the vehicle
paintwork. Remove marks or stains on upholstery
with a suitable cleaner as soon as practicable to
avoid long term damage.
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4

Tips for a
successful appraisal
To ensure a successful appraisal, please check the following prior to the return
of a vehicle:
• Carry out the appraisal ten weeks before the vehicle is due for return.
This will allow you time to have any damage or faults rectified.
• It is important to appraise a vehicle as honestly as you can – be objective.
Ask a friend or colleague to help you.
• Choose a time and place with good, natural daylight. This is how Arval will examine
your vehicle. Appraisals carried out in poor light invariably miss some faults.
• Before appraising the vehicle make sure that it has been washed and is
thoroughly clean but remember to allow time for it to dry. Water on the
paintwork masks faults.
• Walk all the way around the vehicle and examine closely each panel including
the roof, bonnet and boot/hatchback. Observe where the light is reflected
differently from dents and scratches.
• Crouch or kneel down at the front and rear of the vehicle and look along each
side. This will help you pick up marks and dents that may otherwise be difficult
to spot.
• Inspect lamps, lenses, windows and mirrors for chips, cracks or holes.
• Check the tyres (including the spare) for damage and that the wear on the tread
across each tyre is even. Inspect wheels and wheel trims (if fitted) for scratches,
dents or gouges.
• Clean and vacuum the interior.
• Check upholstered areas for tears, burns, excessive marking or wear.
• Inspect all controls, including audio equipment and accessories, for damage.
When returning the vehicle, make sure the exterior is sufficiently
clean to allow a detailed inspection by Arval or our agent.
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5

Guide to unfair
wear and tear
There are some sensible steps you can take to care for your vehicle
and prevent defects that will lead to end of contract charges.
This information also defines the limits of acceptable damage, with
photographs showing examples of the kind of damage Arval will not
accept as fair wear and tear.
Mechanical condition
Care: The vehicle must be serviced in accordance with the manufacturer's
servicing schedule. Keep the vehicle in good mechanical condition by
keeping all fluids topped up and by immediately investigating any
unusual mechanical noises or poor running symptoms.
Return standard: The vehicle must be in good mechanical condition.
Arval will not accept the following problems as 'fair wear and tear'
unless it can be proved that they were not caused by abuse or neglect.
Unacceptable defects
Brakes - grooved brake disks or drums caused by excessive wear or
using worn out brake pads or shoes.
Engine - seized or damaged due to running with insufficient coolant
or oil, or with broken internal components.
Manual transmission - slipping clutch; noisy clutch or gearbox;
excessively worn or ineffective synchromesh.
Automatic transmission - noisy gearbox or torque converter; abrupt
gear changes; loose gear linkage.
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6

Guide to unfair wear and tear (continued)
Body damage
Care: Any accident damage should be
repaired as soon as possible after it occurs.
Poor repair work is not acceptable.
Any repairs must be completed to a professional
standard by a repairer that gives a workmanship
guarantee of at least two years.
Return standard: Arval will assess all painted
areas in this assessment, including painted bumpers,
body mouldings and mirrors. There should be no
signs of rust or corrosion. Poor repair work is not
acceptable.
Chips
Small areas of chipping, including door edge
chipping are acceptable, relative to the
vehicle's age and mileage, provided that
the base coat has not been penetrated
and there is no corrosion. Excessive chips
should be repaired.
Dents
Minor dents are acceptable (nothing above 10mm)
provided that the base coat has not been penetrated
and there is no corrosion.
More than one dent per
panel is not acceptable.
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7

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8

Paintwork
Care: All damage to paintwork should be
repaired as soon as possible, especially where
the damage has penetrated to the base coat or
has caused corrosion.
Return standard: Arval will accept light scratches
and abrasions that cannot be polished out (up to
25mm) relative to the vehicle's age and mileage, as
long as they have not penetrated the base coat and
there is no corrosion. Scratches longer than 25mm
or through to the base coat are not acceptable.
Windscreen
and windows
Care: Windows and mirrors should be kept
clean at all times. This not only for safety
reasons; it enables any damage to be seen and
repaired without delay.
Damage in the driver’s direct line of sight or
affecting any heating elements should be repaired
immediately.
Return standard: Light scratches are acceptable,
provided that they do not intrude into the driver's
line of sight. Chips, cracks or holes are not
acceptable. Heating elements must work properly.
This damage will soon
rust. It should be repaired
as soon as possible.
Chips, cracks or holes are
not acceptable. Chips must
be repaired.
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9

Broken mirrors must
be replaced.
Cracked or broken lenses
should be replaced.
Door mirrors
Care: Keep door mirrors clean. Replace them if they
are damaged.
Return standard: Missing, cracked or damaged door
mirrors are not acceptable. Adjustable and/or heated
mirrors must work correctly. Scuffs on the back of
door mirrors should be repaired.
Lamps and lenses
Care: Lamps and lenses should be kept clean and
replaced if cracked or holed.
Return standard: All lamps must work. Minor scuff
marks or scratches are acceptable but holes or cracks
in the glass or plastic covers of lamp units are not
acceptable.
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10

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11

Wheels and
wheel trims
Care: Take care to avoid damage to wheels and trims
when parking and manoeuvring. Alloy wheels,
especially, are easy to damage and expensive to replace.
Return standard: Scoring, dents or other damage to
the surfaces of wheels, including the spare wheel, are
not acceptable. Some minor scuffing to the outside
edge of alloy wheels and trims is acceptable, relative
to the vehicle's age and mileage. Damaged wheel
trims should be replaced.
The spare wheel, jack and other tools must be intact,
stowed properly and in good working order.
Tyre wear
and damage
Care: Drivers should check tyre pressures weekly to ensure
they are at the manufacturer's recommended pressures to
avoid damage and uneven wear. Under inflation will cause
excess wear on the edges of the tyre while over inflation
will cause excess wear in the centre of the tyre tread.
Return standard: All tyres, including the spare, must meet
the minimum legal requirement for tread depth, which is
1.6mm across the centre 3/4 of the tyre. Tyres must also
comply with the vehicle manufacturer's recommendations
for the tyre type, size and speed rating for the vehicle.
There must be no damage to sidewalls or tread.
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12

Convertibles
Care: Vehicles with soft tops should always be
washed by hand – they must not be taken through
an automatic car wash, and care must be exercised
when raising or lowering the hood.
Return standard: Convertible roofs must be fully
operative, with no rips or tears. The rear window
must not be cracked or creased.
Accessories supplied with the vehicle, such as a
tonneau cover, must be present and in good
condition.
Mouldings, wheel
arch trims
Care: Rectify damage to mouldings and wheel
arches as soon as possible.
Return standard: Light scuffing and score marks are
acceptable, relative to the vehicle’s age and mileage,
provided the moulding or trim are not broken,
cracked or deformed.
Damage to bumpers like
this is not acceptable.
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13

This kind of interior
damage is not acceptable
and should be repaired
or replaced.
Passenger area,
seats and trims
Care: Keep the interior of the vehicle clean. Treat
any stains with a suitable, proprietary cleaner as
soon as possible to avoid long term damage. Avoid
smoking in the car, as this leaves an unpleasant smell
and stains fabrics.
Return standard: The interior upholstery and trim
must be clean with no visible burns, tears or staining.
This also includes boot linings. Wear and soiling
through normal use is acceptable.
If the vehicle is an MPV then all of the original seats
supplied with the vehicle must be returned. Arval will
make a charge for any missing seats.
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14

In-car entertainment equipment,
telephones and navigation systems
Care: Drivers should use equipment with care,
ensuring that no damage occurs to the dash or
control knobs or stalks. If equipment needs to be
replaced due to theft or breakage, the replacement
must be of a similar standard and specification.
Return standard: All original equipment, accessories
and controls, including CD Autochangers and MP3
players must be intact and operate correctly.
Any optional fittings or accessories fitted by the
manufacturer or dealer should be returned with the
Buying your vehicle
When your vehicle reaches the end of its contract, you
may be able to buy it directly from Arval. It's a great way
to get a used vehicle with a known service history at a
very good price.
All you have to do is contact our Driver Sales Team
on either 0870 419 5508 or
directdriversales@arval.co.uk
It's a straightforward process. We will quote you a price
and, if it is right for you, you simply send the payment to
the Driver Sales Team, by banker's draft or building society
cheque, seven days before the date on which you want to
take ownership of the car. We then send you the necessary
documents, and the vehicle is yours. For further details or
information, please contact the Driver Sales Team.
car unless Arval has agreed that they can be removed
and fitted to a new vehicle.
If accessories such as car telephones and other nonstandard
equipment have been installed and then
removed, any holes or other damage must be repaired.
Aerials must be left in place or the hole must be
properly repaired. A rubber insert is not acceptable.
Driver Contact Centre
Please call our Driver Contact Centre on
0870 600 4499 for the following:
Servicing and Maintenance:
Breakdown
Tyres, Batteries and Exhausts
Glass Replacement
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ARVAL UK Ltd, Arval Centre, Windmill Hill, Swindon SN5 6PE, United Kingdom.
Email: driver@arval.co.uk Telephone: 0870 419 4058 www.arval.co.uk
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0407/AM/UWATG/3426