How do you identify damage?
When we collect your Onto car at the end of your subscription, the car goes to a turnaround site where it will be inspected by a qualified inspector. Any damage will be assessed against the BVRLA’s industry-standard fair wear and tear guidelines. You can read the guidelines here
Please note: The collection driver is not a qualified inspector and as such, will NOT perform an inspection upon collection of a car. Instead they will take photos of the car to evidence the condition upon collection. The inspection will take place in a controlled environment at the turnaround site.
If we find something outside of the BVRLA fair wear and tear guidelines, we will let you know, at which point this can be paid or disputed.
What happens if I don’t agree with the charge?
We understand it’s never nice to receive a charge for damages which is why we ensure we always work in accordance with the BVRLA's fair wear and tear guidelines and provide evidence where damage is chargeable to ensure we’re as fair and transparent as possible..
We follow a strict process which includes referencing delivery and collection images of the car, as well as a full inspection in a controlled environment to make sure we’re only charging you for damage outside of fair wear and tear that you’re responsible for.
All repairs must be carried out by a manufacturer-approved repairer so we can ensure the safety of our customers and our cars. These are carried out at cost with no mark-up, meaning we do not make any financial gain from repairs.
You can dispute your damage charge by following the instructions in the email we send you. If a damage charge is disputed, we will cross reference the damage with collection and original drop off images and other information at hand to determine if the charge stands. We will then contact you with our outcome, along with any evidence.
Damage invoice charges must be settled before you can continue your subscription with Onto.
What if I don’t agree with the outcome of my dispute?
You have the right to appeal to the BVRLA should you disagree with our decision. They will collect evidence from both you and Onto before conducting an investigation to determine whether you’re liable for the damage charges. You will remain liable for the damage charges for the duration it takes the BVRLA to make a decision.