Audi UK : Used Cars : Approved Used Programme

Roadside Assistance
How to obtain Assistance: If your vehicle has a Breakdown, please follow these simple steps: Telephone us on the following number - 0800 699999. Advise the operator that you have Audi UK Approved Guarantee cover and quote your reference number if available. Provide your details to the operator. Advise the operator of the location of the Vehicle, the nature of any fault, and provide any other information requested by the operator. Please do not go ahead and make your own arrangements, as we can not arrange reimbursements of costs incurred without prior authorisation. Roadside and At Home Roadside is available for the driver of any vehicle and any member for your Party. Roadside operates in the United Kingdom. If you are stranded on a public highway (or other accessible road or area to which the public has the right of access) because the vehicles has had a breakdown, we will arrange for an Audi Dedicated Technican, or a RAC patrol or roadside contractor to assist you. They will try and repair the vehicle at the roadside, or at a nearby Audi Centre if it can be repaired within a reasonable time. Roadside includes labour at any garage to which the vehicle is taken. At home allows you to use Audi Roadside Assistance with ¼ mile of home or the place where you normally keep the vehicle. Roadside and At Home does not cover: Routine servicing of your vehicle The cost of parts, fuel or other supplies Replacing tyres or windows Missing or broken keys. We will try to arrange the services of a locksmith if you pay them direct. The cost of ferry crossings Vehicles being used under trade plates Contaminated fuel or incorrect fuel used in vehicle. However, we will arrange for the vehicle to be taken to a local Audi Centre for you to arrange to pay for any work carried out. Any vehicle storage charges before, during or after any assistance provided by us. Recovery does not cover: If the vehicle cannot be repaired at the roadside, or if the repairs are unwise, We will arrange for the vehicle and up to 5 people to be taken to an Audi Centre of your choice within the UK. Roadside and At Home does not cover: Use of the services having the object or effect of avoiding repair costs. For example if a vehicle can be repaired in a reasonable time we may not arrange recovery but arrange repair instead. Recovery which is required because we have previously arrange for a temporary repair which has not subsequently been properly repaired by you. If there are animals in the vehicle, their onwards transportation is at your sole discretion and is carried out solely at your risk. We will not insure any animal or livestock in transit, during any onward transportation. We will not arrange to tow or transport any vehicle, which, in our reasonable opinion, is loaded beyond its legal limit. If the vehicle is in a position where we cannot arrange for work to be undertaken on it or tow it, or wheels have been removed, we can arrange to rectify this but you will have to pay the costs involved. Onward Travel If we cannot arrange for your vehicle to be repaired locally within a reasonable time, we will arrange one of the following: Either a replacement vehicle for 48 hours to enable you to complete your journey, providing that there is one available and that you can meet the requirements of the car hire supplier, which may include: a. Age limitations b. The need to have a current driving license with you c. Limitations on acceptable endorsements; and d. The need to provide a valid credit card number. (Alternatively, the car rental provider will require a deposit of no less than £50 and may also undertake a simple credit check, before releasing the vehicle to You). All hires are subject to the supplier's terms and conditions. Or overnight accommodation up to £100 per person or up to a maximum of £300 per party in total. This does not include the cost of providing appropriate meals and drinks. Or refund of the cost of the public transport (standard class only) for the driver, and up to four passengers to reach the end of their journey, subject to a maximum of £300 in total. Onward Travel does not cover: Costs which would normally have been incurred by you on the journey (such as petrol, tolls or hotel accommodation) Charges to you relating to vehicle rental such as petrol, deposit, and collection changes. General Roadside, recovery and at home cover United Kingdom registered vehicles only. We cannot procure services for your vehicle if it is unattended. We do not guarantee to procure services in whole, or in part, if we or our contractors are prevented from doing so due to any circumstances beyond our reasonable control. We reserve the right for us and our contractors to refuse to give service if anyone in your party behaves in a threatening or abusive way to our staff or contractors. Your telephone calls to and from us and our contractors may be monitored and recorded for the purposes of staff training and quality assessment. This complies with Oftel regulations. If the service you require is not included within roadside, recovery, at home or onward travel, we will try, if you wish, to arrange it at your expense. The terms of, and any payment for, any such service are a matter for you and the supplier and we will not act as an agent for you or the supplier. Vehicles which have broken down as a result of taking part in a motor sport event which takes place off the road and/or is not subject to the normal rules of the road are not covered. Caravans and trailers: Maximum caravan or trailer length 7.6 metres (25ft) including tow bar. If the vehicle should breakdown whilst towing a caravan or trailer we will arrange for recovery of your vehicle together with the caravan or trailer. Audi UK has purchased an insurance policy from RAC to cover the services described in this document only to the extent that RAC has agreed to provide those services pursuant to the terms of the policy between Audi UK and RAC. If RAC is unwilling or unable to provide the services Audi UK will not be obliged to provide those services to you or your party or to arrange for anyone else to do so. Please note that you do not have any rights under the policy between Audi UK and RAC and nothing in this document gives you any rights against RAC. Caring for Our customers Audi UK and RAC (who we use to provide the service) are committed to providing an exceptional level of service and customer care. However, things can go wrong and there may be occasions when you feel that you have not received the service that you expect. When this happens, you should contact RAC at the following address so that RAC can try to put things right for you: RAC Customer Services, RAC, Great Park Road, Bradley Stoke, Bristol BS99 1RB An acknowledgement that your complaint has been received will be send to you within 5 working days following which your complaint will be investigated in accordance with RAC's internal complaints handling procedures. A copy of these procedures can be obtained by writing to RAC at the above address and a copy will be sent to you automatically if you make a complaint. Definitions Below are certain words that have a specific meaning and wherever these words appear they have the following meaning: Breakdown means any unforeseen mechanical or electrical failure during the Period of Cover in the UK which has either immobilised the vehicle or made it unsafe to drive. Contractor means any person, including RAC, who we use to provide the services described in this document. Details means your name and vehicle registration number, make and model. Home means the address where you live in the United Kingdom. Vehicle means the vehicle whose Details have been provided by Us to Our Contractor. The Party / Your Party means the persons travelling in the Vehicle. Period of Cover means the period which your vehicle has breakdown cover confirmed in writing by Us. RAC means RAC Motoring Services and/or RAC Insurance Limited. Resident of the United Kingdom means a person living permanently in the United Kingdom or a person employed by a company having it's registered office in the United Kingdom. United Kingdom means England, Scotland, Wales, Northern Ireland, The Channel Islands and the Isle of Man. We/Our/Us means Audi UK and/or any third party acting on our behalf. You/Your means the owner of the vehicle and any other person driving the vehicle with the owners consent.

Roadside Assistance

How to obtain Assistance:

If your vehicle has a Breakdown, please follow these simple steps:

Telephone us on the following number - 0800 699999.
Advise the operator that you have Audi UK Approved Guarantee cover and quote your reference number if available.
Provide your details to the operator.
Advise the operator of the location of the Vehicle, the nature of any fault, and provide any other information requested by the operator.

Please do not go ahead and make your own arrangements, as we can not arrange reimbursements of costs incurred without prior authorisation.

Roadside and At Home

Roadside is available for the driver of any vehicle and any member for your Party. Roadside operates in the United Kingdom.
If you are stranded on a public highway (or other accessible road or area to which the public has the right of access) because the vehicles has had a breakdown, we will arrange for an Audi Dedicated Technican, or a RAC patrol or roadside contractor to assist you. They will try and repair the vehicle at the roadside, or at a nearby Audi Centre if it can be repaired within a reasonable time.
Roadside includes labour at any garage to which the vehicle is taken.
At home allows you to use Audi Roadside Assistance with ¼ mile of home or the place where you normally keep the vehicle.

Roadside and At Home does not cover:

Routine servicing of your vehicle
The cost of parts, fuel or other supplies
Replacing tyres or windows
Missing or broken keys. We will try to arrange the services of a locksmith if you pay them direct.
The cost of ferry crossings
Vehicles being used under trade plates
Contaminated fuel or incorrect fuel used in vehicle. However, we will arrange for the vehicle to be taken to a local Audi Centre for you to arrange to pay for any work carried out.
Any vehicle storage charges before, during or after any assistance provided by us.

Recovery does not cover:

If the vehicle cannot be repaired at the roadside, or if the repairs are unwise, We will arrange for the vehicle and up to 5 people to be taken to an Audi Centre of your choice within the UK.

Roadside and At Home does not cover:

Use of the services having the object or effect of avoiding repair costs. For example if a vehicle can be repaired in a reasonable time we may not arrange recovery but arrange repair instead.

Recovery which is required because we have previously arrange for a temporary repair which has not subsequently been properly repaired by you.

If there are animals in the vehicle, their onwards transportation is at your sole discretion and is carried out solely at your risk. We will not insure any animal or livestock in transit, during any onward transportation.

We will not arrange to tow or transport any vehicle, which, in our reasonable opinion, is loaded beyond its legal limit.

If the vehicle is in a position where we cannot arrange for work to be undertaken on it or tow it, or wheels have been removed, we can arrange to rectify this but you will have to pay the costs involved.

Onward Travel

If we cannot arrange for your vehicle to be repaired locally within a reasonable time, we will arrange one of the following:

Either a replacement vehicle for 48 hours to enable you to complete your journey, providing that there is one available and that you can meet the requirements of the car hire supplier, which may include:

a. Age limitations
b. The need to have a current driving license with you
c. Limitations on acceptable endorsements; and
d. The need to provide a valid credit card number. (Alternatively, the car rental provider will require a deposit of no less than £50 and may also undertake a simple credit check, before releasing the vehicle to You). All hires are subject to the supplier's terms and conditions.

Or overnight accommodation up to £100 per person or up to a maximum of £300 per party in total. This does not include
the cost of providing appropriate meals and drinks.

Or refund of the cost of the public transport (standard class only) for the driver, and up to four passengers to reach the
end of their journey, subject to a maximum of £300 in total.

Onward Travel does not cover:

Costs which would normally have been incurred by you on the journey (such as petrol, tolls or hotel accommodation)
Charges to you relating to vehicle rental such as petrol, deposit, and collection changes.

General

Roadside, recovery and at home cover United Kingdom registered vehicles only.
We cannot procure services for your vehicle if it is unattended.
We do not guarantee to procure services in whole, or in part, if we or our contractors are prevented from doing so due to
any circumstances beyond our reasonable control.
We reserve the right for us and our contractors to refuse to give service if anyone in your party behaves in a threatening
or abusive way to our staff or contractors.
Your telephone calls to and from us and our contractors may be monitored and recorded for the purposes of staff training
and quality assessment. This complies with Oftel regulations.
If the service you require is not included within roadside, recovery, at home or onward travel, we will try, if you wish, to
arrange it at your expense. The terms of, and any payment for, any such service are a matter for you and the supplier and
we will not act as an agent for you or the supplier.
Vehicles which have broken down as a result of taking part in a motor sport event which takes place off the road and/or is not subject to the normal rules of the road are not covered.

Caravans and trailers: Maximum caravan or trailer length 7.6 metres (25ft) including tow bar. If the vehicle should breakdown whilst towing a caravan or trailer we will arrange for recovery of your vehicle together with the caravan or trailer.
Audi UK has purchased an insurance policy from RAC to cover the services described in this document only to the extent that RAC has agreed to provide those services pursuant to the terms of the policy between Audi UK and RAC. If RAC is unwilling or unable to provide the services Audi UK will not be obliged to provide those services to you or your party or to arrange for anyone else to do so. Please note that you do not have any rights under the policy between Audi UK and RAC and nothing in this document gives you any rights against RAC.

Caring for Our customers
Audi UK and RAC (who we use to provide the service) are committed to providing an exceptional level of service and customer care. However, things can go wrong and there may be occasions when you feel that you have not received the service that you expect. When this happens, you should contact RAC at the following address so that RAC can try to put things right for you:

RAC Customer Services, RAC, Great Park Road, Bradley Stoke, Bristol BS99 1RB

An acknowledgement that your complaint has been received will be send to you within 5 working days following which your complaint will be investigated in accordance with RAC's internal complaints handling procedures. A copy of these procedures can be obtained by writing to RAC at the above address and a copy will be sent to you automatically if you make a complaint.

Definitions

Below are certain words that have a specific meaning and wherever these words appear they have the following meaning:
Breakdown means any unforeseen mechanical or electrical failure during the Period of Cover in the UK which has either immobilised the vehicle or made it unsafe to drive.
Contractor means any person, including RAC, who we use to provide the services described in this document.
Details means your name and vehicle registration number, make and model.
Home means the address where you live in the United Kingdom.
Vehicle means the vehicle whose Details have been provided by Us to Our Contractor.
The Party / Your Party means the persons travelling in the Vehicle.
Period of Cover means the period which your vehicle has breakdown cover confirmed in writing by Us.
RAC means RAC Motoring Services and/or RAC Insurance Limited.
Resident of the United Kingdom means a person living permanently in the United Kingdom or a person employed by a company having it's registered office in the United Kingdom.
United Kingdom means England, Scotland, Wales, Northern Ireland, The Channel Islands and the Isle of Man.
We/Our/Us means Audi UK and/or any third party acting on our behalf.
You/Your means the owner of the vehicle and any other person driving the vehicle with the owners consent.