END OF CONTRACT PROCESS
We want to make the process of handing back your car as simple and transparent as possible. You can find out more information on the process and what you need to be aware of below.
A REMINDER OF OUR POLICY
When returning a vehicle at the end of its contract, ensure it meets these criteria:
GENERAL CONDITION
- No rust or corrosion.
- All electronic safety features and devices must be functional.
- The vehicle should be roadworthy, with no illuminated dashboard lights.
SERVICE HISTORY
- Follow the manufacturer’s servicing schedule.
-
Service the car at a Genesis franchise retailer to avoid additional end of contract charges.
TYRES
- Tyres should have no sidewall or tread damage.
- They must meet legal requirements.
REPAIRS
- Any pre-return repairs must be done professionally.
- The repairer should offer a transferable warranty.
To clarify, we adhere to the BVRLA’s ‘Guide to Fair Wear and Tear’ for consistent standards in assessing vehicle condition. Click here to review the full BVRLA Fair Wear and Tear Guides which detail the standards for the contract hire and leasing industry.
BVRLA STANDARD
The British Vehicle Rental and Leasing Association (BVRLA) standards are the independent guidelines used by the vehicle leasing industry. In using them we make sure that we treat you fairly and consistently.
You must include all sets of keys, parcel shelves and service books as these will be charged in full if they are missing. Tyres must be above the legal minimum of 1.6mm and have no tread or sidewall damage.
A summary of key allowable damage includes:
- Alloy scuffs up to 50 mm in total around the edge of the alloy are acceptable.
- No more than 2 dents per body panel which are under 10mm for cars / 15mm for vans and not on the bend of the body panel
- Scratches that are under 25mm in length, provided no bare metal or primer is showing
- Small chips, providing they are not showing signs of rust
- Scuffs and scratches to plastic trims under 25mm
- In addition, you have the option to repair vehicles prior to collection, provided all work is up to a professional standard and evidence of warranty can be provided. If the repair is of a poor standard, the item will remain chargeable.
VEHICLE COLLECTION AND INSPECTION PROCESS
WHAT TO EXPECT:
- Your allocated Inspector will call with an estimated arrival time.
- They’ll record vehicle details, including photos if needed.
- You’ll sign the report and receive a copy.
- The appointment takes 30–45 minutes.
- Identified damage will result in charges via an Inspection Report.
REQUIRED ITEMS:
When we inspect your vehicle, you need to return everything that was originally supplied, including:
- MOT Certificate
- V5C
- Completed Service Book or Digitally Stored Service History
- The master key and any spare keys
- Spare wheel
- Software manuals and SD Cards / Disks (if applicable)
- Wheel bolt key (locking wheel nut) (if applicable)
- Charging cables (electric vehicles only)
- Any other item supplied with the vehicle
VEHICLE CONDITION:
Avoid cancellation charges by addressing:
- Tyres not meeting standards.
- Lack of valid MOT.
- Chipped/cracked windscreens.
- Flat battery or warning lights.
- Electric vehicles: Ensure full charge.
- Clean the vehicle thoroughly.
- Remove personal items before inspection.
CHECK YOUR TYRES:
Faulty tyres often cancel inspections. Ensure tyres meet BVRLA standards to avoid cancellation fees. Check for:
- Minimum 1.6mm tread depth
- No foreign bodies
- Matching front and rear tyre sizes
- No cuts/cracks/bulges over 25mm or reaching ply cord
- Compliance with manufacturer’s tyre recommendations
- No uneven wear
- No sidewall damage
- Correct inflation
- No wheel rim dents or holes.
WINDSCREEN GUIDE
The diagram opposite shows you how to identify the A-Zone of the vehicle windscreen:
Before inspection, ensure no A-Zone chips or cracks to avoid charges. Outside A-Zone, professional repairs with warranty are acceptable. Wiper blades must be undamaged and effective
FREQUENTLY ASKED QUESTIONS
Here are some of the most commonly asked questions relating to the end of contract process:
When your vehicle is returned at the end of contract, it is inspected and should be in a good condition. If the damage is above fair wear and tear we will charge for the cost of repairing it whether we chose to repair it or not.
If all repairs have been carried out to the relevant BVRLA standard, there will be no additional charges. However, repairs that have not been carried out in accordance with the relevant BVRLA Fair Wear and Tear standard may incur charges. Any repairs made to the vehicle before it is returned must be to a professional standard by repairers who can provide fully transferable warranty on their work.
You have the opportunity to repair the vehicle prior to return. Any repairs made to the vehicle before it is returned must meet the BVRLA standards and be carried out by repairers who can provide a fully-transferable warranty on their work.
We would always recommend any repairs are carried out by a Hyundai approved accident repair centre, details of which are available from www.genesis.com/uk
Once the vehicle has been returned our standard costing matrix will be applied. We periodically review our charges to ensure we remain competitive in the marketplace.
We inspect the vehicle at the point of collection and provide clear photographic evidence. You, or your representative, are physically shown the damage at the time of collection, and we'll provide a full report detailing damage and costs.
If you do not agree with the inspector's report, you will need to note the detail of your disagreement on the document provided. This will not remove or reduce the cost at this point. Please complete the below form to raise a claim:
If you are not happy with our final decision, you may still escalate your complaint to the conciliation service run by the British Vehicle Rental & Leasing Association (BVRLA), if you so wish. Their complaint form can be accessed from the following URL:
https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaint-eligibility.html
and e-mail it to complaint@bvrla.co.uk
Alternatively you can write to:
The Chief Executive, BVRLA
River Lodge ,Badminton Court, Amersham, HP7 0DD
Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.
As mentioned above, missing items such as keys, service books and parcel shelves must be available at the point of collection. If not, these items will be deemed as missing and are therefore chargeable under the relevant BVRLA guidelines. This applies even if you subsequently locate these items and return them at a later date.
| Account Management Fees | Empty |
|---|---|
| Copy statement of account | £12.00 |
| Change of payment due date* | £25.00 |
| Change of vehicle registration plate | £30.00 |
| Collection of vehicle upon voluntary termination of agreement | £70.00 |
| Transfer of agreement fee** | £150.00 |
| Arrears Management Fees | Empty |
|---|---|
| Monthly arrears fee*** | £35.00 |
| Internal collection agent visit | £50.00 |
| External collection agent visit | £250.00 |
* One change of payment due date is allowable free of charge any time during the agreement.
** Only applicable for agreements not regulated by the Consumer Credit Act, i.e. transfers from one limited company to another limited company.
*** When your payment is made late and for every subsequent month that your agreement remains in arrears, limited to 3 in any single defaulting period. The charges detailed within this document are correct as at 30th July 2014. Genesis Finance reserves the right to amend these fees at any time.
IS YOUR NEW CAR DELAYED?
If your new car with us is delayed, click here to request an extension to your current agreement.
CONTACT US
If you'd prefer to speak to someone, we're here to help.