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Frequently Asked Questions
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Your Vehicle Status Report Guarantee
I cannot activate my Vehicle Status Report Guarantee? I just activated my Vehicle Status Report Guarantee. What should I do next? What do I do if the Logbook/V5 and/or MOT certificate number are missing or are different to details supplied before the purchase? I have questions about my Guarantee. Who can help me? When will my Guarantee coverage expire? Is the Guarantee transferable? Can I view the Guarantee terms and conditions before I purchase a Vehicle Status Report? Do I need to carry the Guarantee with me or in the vehicle? Does the Guarantee cover me if I lose money having decided not to go through with the purchase of the vehicle? Will my guarantee still be valid if I purchase the vehicle outside of the eBay online marketplace? What do I do if I have a claim? I cannot activate my Vehicle Status Report Guarantee? The link to activate the guarantee is on the results email. First check the data you have entered is correct. In particular the reference number, registration plate and email address must all match up to your Vehicle Status Report. If you have purchased more than one VSR please check that you are activating the correct one, the link on the email will enable you to activate the guarantee for that VSR only. With regards to the V5 data, please ensure the V5 belongs to the vehicle you have checked. In particular the V5 issue date must be before the date of your Vehicle Status Report. Please check with the seller that they have provided you with correct details for the vehicle. If you decide to complete your vehicle purchase before successfully completing the guarantee activation process, your guarantee will be nullified. If there is still a problem, please contact us (the Vehicle Status Report customer service team) at vsrguarantee@hpi.co.uk. We are available to assist you Monday through Friday from 8:00am to 8:00pm, Saturday from 8:00am to 5:00pm and Sunday 10.00am to 5.00pm GMT / BST. You will receive an email the same day acknowledging your enquiry, or the next day if you send your enquiry after 3.00 pm,. Depending on the nature of your enquiry, providing a resolution may take a little longer. I just activated my Vehicle Status Report Guarantee. What should I do next? Once you have activated your guarantee, before you conclude your vehicle purchase, you must complete the following steps: 1. Make sure the vehicle details on your Vehicle Status Report match both the actual vehicle and its documentation. Failure to complete these steps may nullify your guarantee. What do I do if the Logbook/V5 and/or MOT certificate number are missing or are different to details supplied before the purchase? If the seller cannot provide these details, or the actual document details differ from those previously supplied by the seller you should contact the DVLA to seek clarification prior to completing the vehicle purchase. A claim under the guarantee will not be considered if the V5 information has not be validated by us as part of your guarantee activation process. I have questions about my Guarantee. Who can help me? If you have questions about your Guarantee , please email us (the Vehicle Status Report customer service team) at vsrguarantee@hpi.co.uk. We are available to assist you Monday through Friday from 8:00am to 8:00pm, Saturday from 8:00am to 5:00pm and Sunday 10.00am to 5.00pm GMT / BST. You will receive an email the same day acknowledging your enquiry, or the next day if you send your enquiry after 3.00 pm. Depending on the nature of your enquiry, providing a resolution may take a little longer. When will my Guarantee coverage expire? A Guarantee is valid for a twelve month term from the date your Vehicle Status Report was purchased, or for as long as you hold the title to your vehicle, which ever is the shortest. Is the Guarantee transferable? No, the guarantee is specifically for your benefit and reflects the status of the vehicle as at the date the Vehicle History Report is made. You cannot pass on the benefit of the guarantee, even if you simultaneously transfer the vehicle Can I view the Guarantee terms and conditions before I purchase a Vehicle Status Report? Yes, please go to guarantee terms & conditions Do I need to carry the Guarantee with me or in the vehicle? No. It is recommended that you print and keep your Guarantee in a safe place with your other important personal and financial papers. Does the Guarantee cover me if I lose money having decided not to go through with the purchase of the vehicle? No. The Guarantee is there to protect you if, having purchased the vehicle, you fail to secure good title to the vehicle, ie the vehicle was stolen or had outstanding debt, or if you suffer financial loss as a result of the vehicle being classified as an insurance write-off. If you decide not to complete the purchase of the vehicle you will not be covered by the guarantee for any financial losses resulting from your decision. Will my guarantee still be valid if I purchase the vehicle outside of the eBay online marketplace? No. Your guarantee will be null and void if you decide to purchase the vehicle through means other than eBay. If you have to make a claim under your Guarantee you will be asked to produce a copy of your confirmation of payment receipt from eBay. What do I do if I have a claim? If you believe you have experienced a loss covered by the terms of your Guarantee, please take the following steps: 1. Read your policy. Knowing exactly what your Guarantee covers is very helpful. Please make sure you send your Claim ID. For more information about our claims process, please refer to your Guarantee. |
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