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Vanarama terms and conditions

Vanarama terms and conditions

Last updated: 2nd October 2024

These Terms set out the terms and conditions on which Autorama UK Ltd (“Vanarama”,“we”, “us” or “our”) supply Services to you. Please ensure you have read and understood these Terms carefully prior to placing an Order with us.

We may amend these Terms in accordance with the information set out in clause 8.1 below. Should you wish to use these Terms for future reference, you should save and/or print out a copy of these Terms for your records.

If you would like to view this document or other documents in another format such as large print, Braille or audio, please contact us in accordance with clause 24.

Autorama UK Ltd (“Vanarama”) is authorised and regulated by the Financial Conduct Authority in relation to consumer credit and insurance mediated activities (Firm reference number: 630748). Vanarama is a credit broker, not a lender. Vanarama's regulated activity is limited to facilitating introductions to a select panel of Lenders, who may reward us for introducing you to them. Vanarama does not offer a source of credit or a finance product directly to customers and does not undertake any of the Lender's regulatory responsibilities.

  1. Definitions and rules of interpretation
    TermMeaning
    "Business Customer"means a customer that is a business operating in any form, including a sole proprietorship, to whom business services are provided.
    "Consumer"means an individual acting for purposes which are wholly or mainly outside that individual's trade, business, craft or profession.
    "Credit Check"means a credit search where your personal information may be shared with credit reference agencies and finance providers to understand your financial behaviour and assess your application and suitability for finance.
    "Events Outside Our Control"means any act or event beyond our reasonable control, including without limitation strikes, local or national governmental lockdowns, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
    "Finance Agreement"means the finance agreement entered into by you with a Lender in order to hire or lease the Goods identified in your Order.
    "Goods"means the goods set out in your Order which you have selected as suitable for your purposes and which will be purchased by the Lender to enable them to enter into the Finance Agreement with you, generally being a new or used vehicle, parts and/or accessories.
    "Lender"means a bank, a finance company or leasing company providing financial services.
    "Manufacturer"means the relevant business engaged in the manufacture of the Goods.
    "Order"means your order form identifying the Goods that you wish to enter into a Finance Agreement for the hire, or lease of.
    "Quotation"means a quotation provided by us to you in our standard format.
    "Services"means the services that we are providing to you as set out in your Order.
    "Term(s)"means the terms set out in this document.
    "Value Added Tax (VAT)"means value added tax in accordance with the provisions of the Value Added Tax Act 1994.
    "We / Us / Our / Vanarama"means Vanarama, a trading name of Autorama UK Ltd, a company registered in England and Wales under company registration number (05137709) whose registered office address is Maylands Avenue, Hemel Hempstead, HP2 7DE, United Kingdom.
    "Website"means the content of the website located at the domain name(s), and all copyrights forming the website operated by 'Us' as registered under the domain name www.vanarama.com.
    "You / Your"means the person or business for whom Vanarama has agreed to perform the Services.
    In these Terms, any phrases introduced by the terms "including", "include", "in particular" or any similar expression shall be construed as illustrative and shall not limit the sense of the words preceding those terms or the generality of the related general words.
  2. Our services
    1. We will assist you to source the Goods for you and at your request introduce you to a Lender who will enter into a Finance Agreement with you in respect of the hire or lease of those Goods. Please note, we are not a lender. Vanarama is authorised and regulated by the Financial Conduct Authority (FCA) as both a credit intermediary and insurance intermediary, under registration number (630748). Please click here for further information. Vanarama is also a broker member of the British Vehicle Rental and Leasing Association (BVRLA) and is licensed for credit brokerage under the Consumer Credit Act 2006.
    2. We do not offer a whole market option for consumer credit but we can introduce you to a select panel of Lenders and Manufacturers who offer a range of products. We can work with you to find one that suits your needs and requirements.
    3. So that we can provide you with our Services, we may request certain information from you and where such information is required, we will contact you using the contact details you have provided. Please provide us with all information we request and co-operate fully with us to allow us to do our job. Vanarama will not assume any liability for any non-performance or delays as a result of you not providing the information that we asked you for.
    4. You are responsible for any fines and charges incurred in respect of the Goods while they are in your possession.
    5. You have certain legal rights, as a Consumer, in relation to any Services not carried out with reasonable care and skill. Nothing in these Terms will affect these legal rights. Further advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
  3. Quotation(s)
    1. We will provide you with a Quotation in relation to the Finance Agreement a Lender may be prepared to enter into with you. The Quotation will not cover anything not previously referred to including any extras, options, or any other requirement you fail to adequately describe to us. Finance will always be provided subject to status and credit searches.
    2. You expressly agree to notify us if you have negotiated any terms with a Manufacturer or any other party which will affect the Quotation being provided to you.
    3. We are not a party to any Finance Agreement you enter into with a Lender which will be subject to separate terms and conditions.
    4. The Quotation is provided for illustrative purposes only. Vanarama reserves the right to withdraw any Quotations provided for any reason and at any time. This includes, but is not limited to, a change in costs, manufacturer's prices, maintenance prices, and a change in any residual value.
  4. The Goods
    1. We will try our best to match the Goods to your requirements as accurately as possible but it may not always be possible. With this in mind, please check your chosen Goods specifications set out in your Order confirmation to ensure all your requirements are met – we are always happy to answer any questions you have on this.
    2. An additional maintenance option is available for most vehicles which form part of the Goods. Where maintenance has not been opted for it is your responsibility to ensure the vehicle is maintained within the manufacturer's guidelines at an approved garage (approved garage is defined as a VAT-registered garage that uses genuine manufacturer parts).
    3. We sometimes have Pre-Registered vehicles for customers to select. Customers will be made aware if the vehicle which is included in the Goods is a pre-registered vehicle. For the avoidance of doubt, pre-registered vehicles are not used vehicles, they have been registered by the dealer. The Manufacturer's warranty on a pre-registered vehicle will run from the date of registering and not from the date of delivery. Similarly, MOTs will need to be carried out 3 years from date of registration. On some contracts the vehicle tax will run from the date of registration. For lease agreements you will have Road Tax covered for the full term of your agreement regardless of whether the vehicle which is included in the Goods is pre-registered or not.
    4. All diesel vehicles have Diesel Particulate Filters (DPFs), this is a part of the engine designed to reduce emissions which has specific requirements. For more information on what this means to you please see your vehicle's handbook for further instructions.
    5. Some diesel vehicles use AdBlue, a solution that reduces emissions, there will be a filler cap on your vehicle to top this up. This does not form part of a maintenance agreement and is your responsibility to maintain. For more information on what this means to you please see your vehicle's handbook for further instructions.
    6. Any images and/or videos of the Goods on our website, or any other literature from us, are for illustrative purposes only. Similarly, any vehicle specifications and features are provided by the Manufacturers directly. Whilst we will make every effort to ensure that the information we divulge both displays and describes the Goods accurately, Goods may vary slightly in depiction. We cannot guarantee that your device's display settings or any printed pictures accurately reflect the Goods being offered and we cannot assume liability for any costs or losses suffered or incurred by you arising from any reliance or use of information that may be provided on our website or any of our materials from time to time. Please refer to our website Terms of Use above for further information on the terms governing your use of our website.
  5. The Order
    1. Should you wish to place an Order with us, our sales representative and website can guide you through the steps required to fulfil your requirements. Should we be unable to supply you with the Goods and/or Services set out in your Order, we will not be able to process your Order and will notify you of this.
    2. When we have accepted your Order we will issue you with written acceptance of it and the Order number assigned to it. Please quote this Order number in any following correspondence with us.
    3. When we have sourced the Goods for you, your Order details will be shared with our select panel of Lenders to enable them to determine whether they may enter into a Finance Agreement with you.
    4. Should you wish to make any changes to your Order, please contact us using the 'Contact us' section of these Terms. If such changes can be accommodated by us, we will look to fulfil these. This may impact the timing of supply, or anything else which is required as a result of your request to change. We will always obtain your explicit confirmation to determine whether you wish to proceed with such changes. Should any changes, or any consequences as a result of making such changes, be unacceptable to you, you may decide that you wish to cancel the contract. Should you wish to cancel an Order before it has been fulfilled, please refer to the section under 'Your cancellation rights as a consumer'.
  6. Finance agreement
    1. Please note, Finance Agreements are always subject to status and guarantees may be required.
    2. You accept that any finance package being quoted to you has been selected by you and is in reliance to your own skills and judgement. Vanarama can only provide general advice with regards to the various finance packages on offer. We are not privy to information which might materially affect the suitability of any specific financial package being offered to you and we cannot provide any financial advice in this regard. We recommend that you consult with an independent financial or tax advisor, accountant, or another qualified professional prior to making any financial decision.
    3. When a finance application is received from you, your personal information and/or business information will be disclosed to a select panel of Lenders for the purpose of considering your finance application. You guarantee the accuracy and authenticity of all information and all documents you provide in this regard. The Lender will then use the information provided to carry out a Credit Check.
    4. In order to assess your finance application for finance, the Lender may use an automated process called credit scoring which is a statistical analysis method used to assess your creditworthiness and the affordability of the Finance Agreement. Should your application for finance be declined as a result of this automated technique, your application may be reviewed manually upon request.
    5. Any information and documents provided by you for the purpose of your finance application, will be used by the Lender to carry out searches with credit reference agencies. Please note, a record of these searches will be kept and may be used by other lenders in accessing applications from you and/or other members of your household for credit in the future. The Lender will also conduct checks with fraud prevention agencies in order to detect and prevent fraud. Further information on this, including details about your rights, can be found in our Privacy Policy.
    6. When a finance application is received from a business, information may be sought by both Credit Reference Agencies and Fraud Prevention Agencies relating to the company's Directors, Partners, or Principal, as individuals. Please ensure you are authorised to disclose any such information about any of the guarantors, co-applicants, or other persons referred to us by you in connection to any finance application. Please also ensure you have the relevant authority to authorise the Lender to search and record information at Credit Reference Agencies about you, and each guarantor or co- applicant. Please note, an association which links the financial records of each party referred to will be formed at the Credit Reference Agencies.
    7. For the sole purpose of assessing your finance application, the Lender may disclose to us any relevant information that they may currently hold regarding you, a guarantor, or co-applicant.
    8. For Vanarama or any Lender to comply with relevant regulations and applicable legislation for the prevention of money laundering and fraud, you expressly agree to, at any time and on demand, conform to any request(s) made by either party.
  7. Variations to these terms
    1. From time to time, these Terms may be revised by us. Circumstances which give rise to such changes include, but are not limited to, changes in any applicable laws and regulatory requirements and any changes which require us to implement minor technical adjustments and improvements e.g. to address a safety issue.
  8. Collection, delivery, and delivery charges
    1. Prior to delivery of the Goods we are required by Lenders to show proof of insurance on the vehicle which is part of the Goods. In these instances, the finance applicant will need to be seen on the certificate either as main policy holder or as a named driver.
    2. Please note, delivery timescales and delivery charges will vary dependent on the availability of Goods and your geographical location. Delivery timescales may also be impacted by Events Outside Our Control. On delivery, the vehicle mileage will be added to your delivery note.
    3. Delivery of Goods shall be completed when either the Goods are delivered to the address you provided to us. Should there be a failed attempt at delivery because no one was at the premises to take receipt of the delivery, we will leave a note to state this. The delivery will then need to be re-arranged.
    4. You are responsible for the Goods when they are delivered to you. We may need to deliver the Goods at different times because of operational reasons or shortage of stock. You will not be charged additional delivery costs for this unless you expressly ask us to deliver the Order in instalments in which case you may be charged additional delivery costs.
    5. On delivery of the Goods we hope everything is as ordered. On the rare occasion that is not the case, please detail the issues on the delivery note and contact us immediately. We are not able to accept any liability for damage that would be reasonably visible on delivery but not detailed on a delivery note.
  9. Excess Mileage and Fair Wear and Tear
    1. Your Finance Agreement will set out any excess mileage charge and provisions in relation to fair wear and tear. If the Goods are retained by you at the end of the term of the Finance Agreement, excess mileage charges along with Fair Wear & Tear conditions are not applicable, but usage of the Goods will affect its residual value.
  10. Mid-Contract Adjustments and End of Contract
    1. We have a dedicated team for mid-contract adjustments of the Finance Agreement you enter into with the Lender, along with an End of Contract team who will provide you with your options.
    2. We will facilitate mid-contract adjustments (e.g. increasing mileage allowance) between you and the Lender throughout the term of your agreement where possible, in line with the Finance Agreement terms and conditions.
    3. Unlike other brokers, we do not charge an administration fee for these adjustments.
  11. Non-Payment – Important Information
    1. Non-payment of the sums due under the Finance Agreement and default will severely affect your credit rating and may result in the Goods being repossessed by the Lender and or action being taken via the County Courts. The way you conduct your agreement is registered with Credit Reference Agencies and therefore any default could severely affect your chances of being accepted for credit in the future.
  12. Price and payment terms
    1. Prices quoted for personal leasing include VAT, with VAT always charged at the standard prevailing rate.
    2. Prices quoted for business leasing exclude VAT, with VAT always charged at the standard prevailing rate.
    3. Some Lenders may charge an administration fee to set up your agreement.
    4. We will receive a commission or other benefits from the Lender should you decide to enter into an agreement with the Lender we have introduced you to. Please contact us if you want to know how much that commission payment is.
    5. Initial rentals under Finance Agreements are usually taken from your account 7-10 days after delivery by Direct Debit. All subsequent rentals will be taken monthly following that first payment. Some Finance Agreements will require the initial rental to be paid prior to delivery, you will be made aware in advance if this applies to your order.
  13. Faulty Goods
    1. Nothing in these Terms will affect your legal rights, as a Consumer, if goods are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office
  14. Ownership of the Goods
    1. For lease agreements, please be advised that you will not own the Goods at the end of your contract; the Lender is the registered owner and keeper of that vehicle which is part of the Goods. You must not sell it.
  15. International delivery
    1. Not all the Goods and Services seen via our website are available in all geographical locations or available to all customers. Vanarama reserves the right to determine availability.
    2. If you choose to enter our website and your country of residence is outside of the United Kingdom, you are advised that it may not be legal in that jurisdiction for you to access or use the facilities available to you on our website and the legal requirements of that jurisdiction may prohibit you from dealing or otherwise transacting with us.
  16. Events Outside Our Control
    1. Non-payment of credit agreements and default will severely affect your credit rating and may result with the Vehicle being repossessed by the Lender and or action being taken via the County Courts. The way you conduct your agreement is registered with all the Credit Reference Agencies and therefore any default could severely affect your chances of being accepted for credit in the future.
    2. If events outside our control take place and this affects the performance of our obligations to you:
      1. we will contact you as soon as reasonably possible to notify you; and
      2. our obligations will be suspended. The time for performance of our obligations will be extended for the duration of such event outside our control. Where an event outside our control affects our delivery of products to you, we will arrange a new delivery date with you after such event outside our control is over.
    3. Should you choose not to proceed with your Finance Agreement if an Event Outside Our Control takes place, please refer to the section under 'Your cancellation rights as a consumer' or to the terms of the Finance Agreement.
  17. Returns Policy
    1. You may have the right to cancel or withdraw from your Finance Agreement. Please check the terms and conditions of it. In addition, you have the right to return the Goods to us up to 30 days after delivery of it to you. The vehicle which is part of the Goods must have a maximum of 50 miles over the delivery mileage (as per the delivery mileage stated on the Delivery Acceptance Note) on the clock.
    2. The Goods will be inspected to BVRLA Fair Wear and Tear standards although each Lender has their own set of guidelines. You will be liable for any damage not covered by your Lender’s fair wear & tear guidelines.
    3. For more information on our returns policy, click here.
  18. Your cancellation rights as a Consumer
    1. Please note, the provisions in this section ('Your cancellation rights as a Consumer') of these Terms only apply if you are a Consumer.
    2. In addition to our Returns Policy, you may have the right to withdraw from the Finance Agreement or to cancel the Finance Agreement. Your rights and the relevant time-limits within which you may exercise those rights, will be set out in the Finance Agreement.
  19. Our cancellation rights
    1. We may have to cancel an Order for any Goods and/or Services prior to the Finance Agreement being entered into by you.
    2. We shall promptly tell you if this happens because of an Event Outside Our Control or due to the unavailability of Goods, or in the case of Services, any unavailability of key personnel or key materials without which we cannot provide our Services.
    3. Please note, if we need to cancel an Order for the reasons listed above and you have made any payment to us in respect of Goods and/or Services that have not been provided or delivered to you, you will be reimbursed for such amounts without interest.
  20. Manufacturer's warranty
    1. A Manufacturer's warranty is in addition to your legal rights, as a Consumer, in relation to any vehicle that may be deemed faulty or not as reasonably described. Should you need any advice about your legal rights, your local Citizen's Advice Bureau or Trading Standards office may be able to help.
    2. Where applicable, the terms and conditions of the Manufacturer's warranty will be provided upon request or can be obtained directly from the Manufacturer.
  21. Promotional offers
    1. From time to time, we may present you with promotional offers. Terms and conditions for such promotions will be made available to you at your request and in all instances, will be published on our website.
  22. Jurisdiction and governing law
    1. Our Terms shall be governed by and construed in accordance with the laws of England and Wales.
    2. Any disputes arising out of or relating to the use of the Website shall be subject to the jurisdiction of the courts of England and Wales except where the customer is a consumer in which case any dispute will be resolved in the court for the place where they are living.
    3. The Website and any associated Terms are intended for the use of customers in the United Kingdom only. If any of these Terms should be found to be unlawful, invalid, or otherwise enforceable by reason of the laws of any state or country in which these Terms are intended to be effective, it shall be severed and deleted, to the extent necessary, and all remaining Terms shall remain in full force and effect. Nothing in these Terms shall affect your statutory rights.
  23. Link to privacy policy and cookies policy
    1. The privacy of your personal data is important to us and we are committed to protecting your information and privacy. For details of how we process your personal data, please refer to our Privacy Policy and Cookies Policy , which forms part of these Terms. All information gathered from you in connection with your payment for such Services will be maintained in accordance with all applicable Policies identified in these Terms.
  24. Contact us
    1. If you require any further information from us, wish to make a complaint about our service, or need to report any defect with the Goods, please contact our Customer Support Team using our contact details below where we shall endeavour to answer your queries or help to resolve any complaint or matter as soon as possible. Please note, calls may be monitored or recorded for quality assurance and training purposes.
    Registered Office Address:

    Vanarama,
    Maylands Avenue,
    Hemel Hempstead,
    HP2 7DE,
    United Kingdom

    Telephone Number:01442 838 192
    Email Address:CustomerSupport@autorama.co.uk
  25. Making a complaint
    1. Should you wish to make a complaint, please contact us using the 'Contact us' section of these Terms. If anything is unclear or if you are not happy with the way we have handled your complaint, please do contact us to let us know and we shall endeavour to answer your queries or help to resolve any complaint or matter as soon as possible.
    2. For our full Complaints Procedures please click here.
    3. If you are still unhappy and have received a final response letter from us, you may ask for a review from the Financial Ombudsman Service (FOS). You can use the details below to contact them and find out about how to use the service.
      Office Address:

      Financial Ombudsman Service,
      Exchange Tower,
      London,
      E14 9SR,
      United Kingdom

      Telephone Number:

      0800 023 4567 (from a landline)
      0300 123 9123 (from a mobile)

      Email Address:complaint.info@financial-ombudsman.org.uk