Thank you for being part of the Onto family and for your ongoing support. We apologise for any inconvenience or disappointment this news may bring and assure you that we're dedicated to assisting you during this transition.
● Why is this happening?
As you may be aware, as of September 11, 2023, Onto has entered Administration due to challenging market conditions, including a significant drop in used electric vehicle prices, rising interest rates, and financial constraints. As a result, Onto will be winding down its service and is required to return its vehicles. Therefore, unfortunately, we are unable to renew your subscription.
● How does the process work?
Fill out the form we sent you via email to confirm your consent to collect your car. Once completed, the collection will be scheduled for 3 weeks before the collection date, and you will receive a confirmation email once booked. Please note that a collection fee of £129.50 applies and will be charged at the time of booking. If you fail to confirm 7 days prior to your renewal date, a Customer Support team member will contact you to book your collection at the end of your subscription. The collection will follow our standard procedure, including an inspection upon return to our depot. If damages are present, charges for repairs will be communicated as required.
● Are there any considerations for loyal customers? We understand the importance of loyalty, but unfortunately, we are unable to offer any special considerations for loyal customers at this time.
● Why do I have such short notice?
Under normal circumstances, a renewal reminder would be sent out 14 days before your subscription is due to expire. Recognising the impact of the winding down process, we are now providing at least a month's notice to ensure you have ample time to make alternative arrangements. This extended notice period is a part of our effort to support you and acknowledge the loyalty you've shown Onto.
● Why are you not offering a car alternative?
Unfortunately, during the winding down process, we are unable to provide a car swap or replacement.
● Am I still required to pay collection fees? (N/A for Onto for Business customers as collection fee was paid upfront)
Yes, you are responsible for paying the fee associated with vehicle collection. The collection fee of £129.50 will be charged at the time of the collection being booked, which is scheduled from 3 weeks before the collection date. If you amend the collection within 48 hours before the collection date, or we cannot collect your vehicle on the collection date for any reason, you may expect additional charges.
● Am I still required to pay for damage outside the BVRLA Fair Wear and Tear policy?
Yes, you are responsible for any damage outside of the BVRLA Fair Wear and Tear policy. After collecting your vehicle, Onto will inspect it, and if there is any damage, they will contact you about the repair costs.
● Why am I still receiving hire agreement renewal emails?
You may receive an automated email providing an option to renew your hire agreement around your collection date. Please disregard it as the email is no longer valid during this transition.
● Can I cancel my subscription sooner?
Yes, we never like to say goodbye to our members. However, if you wish to cancel your Onto subscription early, you can do so via our website or app under the My Account section by clicking on the "Arrange car return" button. In this case, we won't charge you the full amount; instead, we will apply a prorata calculation. Charges will be adjusted based on the number of days remaining in your subscription.
● Can I buy my car?
Yes, you can now purchase your car. While Onto doesn't directly facilitate sales, we have partnered with Car360, a renowned specialist in used electric vehicles, to assist you with the purchase process. For more information, please visit this page and you will receive dedicated support.
● How am I impacted if I’m an O4B customer?
This process also applies to Onto for Business customers. If you have any queries regarding your subscription, please contact the Onto for Business team at business@on.to.
If you have any further questions, please contact our customer support team via the live chat on our website during business hours or email us at info@on.to.