End-of-contract and restoration charges

Before the end of the lease or finance agreement, TLG will clearly explain:

  • The end-of-lease vehicle return standard, including vehicle condition, service and maintenance, vehicle accessories and MOT (if appropriate).
  • The vehicle collection process and inspection procedure.
  • The customer’s rights relating to disputes over the vehicle collection
  • process and inspection procedure.

TLG will provide information, processes and standards to ensure the customer returns the vehicle with all required documentation and in the standard required by the member.

The end-of-contract process

These key steps must be followed for the end-of-contract process:

At the point of collecting/returning the vehicle

  • A representative of TLG and the customer must check and agree on the vehicle’s condition when the vehicle is collected from the customer.
  • All readily apparent vehicle damage will be noted and signed for by both parties on the collection sheet.
  • If, for whatever reason, a vehicle condition inspection is not possible, then this should be agreed in writing, with a clear explanation of the reason for non-inspection.
  • If the collection goes ahead but a full inspection cannot be completed – due to poor weather or the vehicle being very dirty, for example – a note of this should be made on the inspection form and signed for by the customer.
  • The representative of the TLG must ensure that the customer has been advised that after the vehicle has been collected it will undergo an inspection in line with the agreed fair wear and tear policy/return conditions and informed of any charges that may arise.

End-of-contract procedures

If any charges are to be raised, once the vehicle has been fully inspected, this should be communicated to the customer no later than four weeks after the vehicle was collected. Charges could include but are not limited to: excess mileage, damage, missing equipment and lack of service.

The following should be made available to the customer regarding damage charges:

  • A summary breakdown of the charges including the repair method/type.
  • Photographic/video or other such documentary evidence to help justify or support charges due.
  • Guidance on how the customer may raise any queries with the charge.

Disputes

In the event of a dispute concerning the return condition of the vehicle, the customer will pay for an examination/review of the evidence by an independent qualified inspector, ie an inspector who is unrelated to the original return inspection, as agreed by both parties. The inspector’s decision will be binding on both the customer and the member. If the inspector’s decision supports the customer; the leasing member will refund any reasonable cost of the examination/review to the customer.

For further information, see our BVRLA guide.