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This document details all key events that may occur during and at the end of your agreement, so you can easily navigate your leasing journey with us and then contact us if you have any queries.
Our PDF guide is designed to empower drivers with the knowledge and steps needed to keep their vehicle in top condition.
Taking your vehicle abroad this summer? Find out exactly what you need on the road during your holiday by downloading our handy guide below.
Novuna Vehicle Solutions offers Personal Contract Hire and Business Contract Hire.
With Contract Hire, you can lease a vehicle for a set period with fixed monthly rentals inclusive of VAT. The term, mileage, vehicle cost and expected value of the vehicle at the end of the agreement are factors determining the rental cost.
Terms are customisable within a pre-defined range, with fixed payments throughout (VAT subject to change). You can opt for maintenance covering servicing, tyres and repairs. Mileage is fixed with excess mileage being charged in-line with the excess mileage rate on the agreement.
Road Fund Licence (Vehicle Tax) is also included, with any increases re-charged during your agreement term.
It is important to note you will be responsible for insuring the vehicle on a fully comprehensive basis.
You must keep the vehicle in good repair and serviced in-line with the manufacturer’s guidelines either at your own cost or via the Novuna maintenance package. Damages outside BVRLA Fair Wear and Tear guidelines or missing service records could be liable for a charge at the end of the contract.
At the end of the term, you return the vehicle to us and will not have the option to own the vehicle. Early termination, damage to the vehicle outside of fair wear and tear or excess mileage may result in additional charges.
Under Contract Hire, we retain legal ownership of the vehicle and simply hire it to you for the duration of the contract. The amount you pay for this is largely dependent on what we anticipate the vehicle will be worth once the contract ends and the vehicle is disposed of.
It will also include an allowance for all the relevant registration fees and road tax. Additionally, you can choose to include vehicle servicing and maintenance, breakdown cover, insurance and accident management within the contract.
You will not own the vehicle. Novuna Vehicle Solutions will purchase the vehicle and then hire it to you charging a fixed monthly rental payment using a hire agreement. At the end of the agreement the vehicle is returned to us.
In consultation with you prior to signing, each agreement will specify a maximum number of miles that you can use. If at the end of your agreement you have exceeded the number of agreed miles, an excess mileage charge will apply at the rate set out in your agreement.
If you anticipate you may exceed your limit and would like to discuss this further then please contact us on 0344 463 2900.
The Intermediary with whom you placed your order through will inform you of the estimated delivery date.
If at any time during the period prior to the estimated delivery date of the vehicle the estimated delivery date is extended by more than 10 weeks, then you may provide 14 days written notice to terminate the agreement, the termination will be accepted unless the vehicle has been delivered during the notice period.
If your current car is leased to you by Novuna Vehicle Solutions you will have the option to have your new vehicle delivered at the same time your current lease vehicle is collected.
There will be an appraisal of your current vehicle by the delivering driver. End of contract damage charges and excess mileage charges may apply and will be invoiced following receipt and full assessment of the vehicle.
When you receive your vehicle please ensure you inspect it closely during the handover process and confirm any damage with the delivery driver, ensuring it is recorded on the handover documentation.
Please contact us on 0344 463 2900 to notify us of the damage and we will make the necessary arrangements.
This document details all key events that may occur during and at the end of your agreement, so you can easily navigate your leasing journey with us and then contact us if you have any queries.
Customer Information GuideIf your vehicle is part of your company's scheme, please email your dedicated customer services email address with supporting evidence ie marriage certificate, passport or record of divorce for change of name. Emails will only be accepted from the email address we hold on file.
If your vehicle is a personal lease, please contact your customer services team on smecustomerservice@novunavehiclesolutions.co.uk with supporting evidence ie marriage certificate, passport or record of divorce for change of name. Emails will only be accepted from the email address we hold on file.
If your vehicle is part of your company's scheme, please email your dedicated customer services email with your new address. Emails will only be accepted from the email address we hold on file.
If your vehicle is a personal lease, please contact your customer services team on smecustomerservice@novunavehiclesolutions.co.uk with your new address. Emails will only be accepted from the email address we hold on file.
If you have maintenance as part of your vehicle contract, the quickest way to book your vehicle service, MOT or repairs is to visit mynovunavehicle.co.uk and enter your vehicle registration number.
Alternatively, please call 03444632900 to book a service, MOT, tyre replacement or report windscreen damage.
In order to take a lease vehicle abroad, it is a legal requirement to be in possession of a VE103 Vehicle on hire certificate. This certificate confirms that you have Novuna’s authority to take the vehicle abroad. Please request a certificate at least 10 working days prior to travel. There is a fee of £12.00 to obtain the certificate.
You can add a personalised number plate to your vehicle for a Fee of £25.00 by emailing Fleetadmin@novunavehiclesolutions.co.uk.
Please note this is in addition to any fees payable to the DVLA.
If you feel as though you need further support, please find below a list of debt charities and not-for-profit organisations who will be able to provide financial help and support:
Money Helper - https://www.moneyhelper.org.uk/en
Citizens Advice - https://www.citizensadvice.org.uk/debt-and-money/
National Debtline - www.nationaldebtline.org or call 0808 808 4000
StepChange Debt Charity - www.stepchange.org or call 0800 138 1111
Mental Health & Money Advice – https://www.mentalhealthandmoneyadvice.org/en/
Business Debt line - www.businessdebtline.org or call 0800 197 6026
If you have received notice of a fine you wish to discuss please call 0344 463 2900.
Accidents happen, but our first priority is your safety. We are here to help you, so when it is safe to do so, if you have accident management with cover with us, go to My Novuna Vehicle and log your accident to find out the next steps.
Alternatively, give us a call on 0344 463 2900 with all the information and we will talk you through the next steps.
The Agreement is not cancellable unless:
1) You have entered into the agreement at a distance and it is for personal use, you will have 14 days to notify us of your request to cancel the agreement. The 14 days period begins the day after the agreement is signed by you.
2) The estimated delivery is extended by more than 10 weeks then you will have the opportunity to cancel the order.
3) The manufacturer increases the cost of the vehicle prior to delivery
It is not possible to swap vehicles part way through your agreement. If you would like to terminate early, an early termination fee will apply along with any excess mileage and/or damage charges.
If you are involved in an accident where any parties are injured, please call the emergency services and your insurance company if appropriate. If you have accident management cover with us, please log your accident through My Novuna Vehicle, or contact us via your dedicated company driver line or by calling 0344 463 2900, and we will make arrangements to support you.
My Novuna VehicleIf you damage your vehicle, you may have your vehicle repaired by a garage of your choosing. Repairs must be completed to a professional standard by repairers who can provide fully transferable warranty on their work.
If you do not have the vehicle repaired, or if repairs have not been carried out in accordance with the relevant BVRLA Fair Wear and Tear standards, you may incur charges at the end of your contract.
As soon as you become aware that your vehicle has been stolen, call the Police immediately to report the crime and get a crime reference number. Please also contact your insurance company if appropriate.
Please contact us on your dedicated driver line or 0344 463 2900 to advise us of what has happened and we will make the necessary arrangements.
If you suspect a manufacturing issue, please contact us on 0344 463 2900 or email your dedicated customer services team for advice and support.
Your vehicle must be returned in a legal and roadworthy condition, with a valid MOT certificate (if applicable) and all servicing documentation should be present, with no outstanding servicing or maintenance requirements. Failure to provide this may result in recharges being applied.
With regular checks and repairs (when required) you will have taken positive action towards reducing any end of contract damage charges that may follow.
Please refer to the BVRLA Fair Wear and Tear guidelines and our helpful video for information on what damages are classed as general wear and tear.
The following are examples of items that must be returned at point of collection (please note that this list is not exhaustive):
Removable equipment, such as parcel shelves, load covers and head rests
Service book
All sets of keys
Owner's manual
Locking wheel nuts
If these are not available at point of collection, they will be deemed as missing and maybe chargeable in accordance with the relevant manufacturers costings.
Do not forget to sign out of any systems or remove personal information from the vehicle on charging apps (electric vehicles only.) If you do not remove details, personal information as well as payment details may be used by the next driver of the vehicle.
It is your responsibility to arrange the collection of your vehicle. If you have a maintained vehicle contract with Novuna, the quickest way to arrange a collection is through our driver web app, My Novuna Vehicle.
If you have a company car or a vehicle through salary sacrifice and need to arrange collection, please contact our vehicle collection partners on UKCA.NovunaBookings@coxautoinc.com who will confirm the collection date with you in advance.
If you booked your collection through My Novuna Vehicle and created an account, you can log back into the booking portal to make any changes to your collection. Alternatively contact Manheim on UKCA.NovunaBookings@coxautoinc.com or 0333 136 1025.
Please be aware that there is a charge for any aborted or cancelled collections:
- Vehicles in a non-roadworthy condition (please refer to the Manheim Return Guide for more information)
- Amendments or cancellations made after 12pm on the working day prior to your scheduled appointment
|
Region |
Abort fees |
|
Mainland UK |
£197.10 + VAT for Cars £220.10 + VAT for Light Commercial Vehicles |
|
Northern Ireland |
£563.00 + VAT for Cars £621.00 + VAT for Light Commercial Vehicles |
|
Isle of Man, Jersey, Guernsey and Isle of Wight |
£380.92 + VAT for Cars £391.62 + VAT for Light Commercial Vehicles |
If you believe to have any issues which may be a manufacturer fault prior to the return of your vehicle, it is important to remember it is the customers responsibility to bring this to the attention of the dealer before return.
The resale value of a vehicle has no bearing on the damage found, charges are applied when damage is out of fair wear and tear.
Please refer to our End of Contract video, which provides advice on how to check your vehicle for damage and how to prepare your vehicle for collection.
You can choose to terminate your lease early at any point in the agreement. Early termination fees apply:
35% of outstanding rentals in the first 12 months
50% of outstanding rentals thereafter
Excess mileage (pro-rated) and damage charges will also apply in accordance with the terms of your agreement.
If the vehicle is returned with fewer miles than contracted, this will not be offset against the damage charges. It is very important that the mileage is accurately estimated at the outset of the agreement and managed thereafter if necessary. The lower mileage has no bearing on the damage found.
If you do not agree with the inspector's report, please contact us on 0344 463 2900 or email your dedicated customer services email to raise your specific concerns. We will review the report to ensure all charges have been correctly applied.
Damage on the vehicle at the time of return is chargeable if it is not deemed as fair wear and tear.
If you are concerned about damage to your vehicle, please refer to the relevant BVRLA Fair Wear and Tear guide.
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.
Our end of contractor inspector Manheim will assess your vehicle against the relevant BVRLA Fair Wear and Tear standard. Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle. If you exceed these standards then you will be liable to pay for the damages.
Manheim will provide you with a doorstep report at the time of collection confirming their findings and subsequently Novuna will provide you with a full inspection report with images taken by the inspector and any associated costs.
For further guidance, please refer to the BVRLA Fair Wear and Tear guide or our helpful video.
Charges are applied where damage is deemed to be outside of standard fair wear and tear if it is deemed to have impacted the resale value on return of the vehicle as estimated prior to entering into the agreement. The vehicle may or may not be repaired prior to resale.
The inspector will have identified damage on the vehicle before using the striped board and ruler. This tool is used in fairness to our customers to help better determine the extent of the damage and whether or not it is chargeable against the BVRLA.
Watch our EOC video here.
The age of a vehicle has no bearing on charges for damages that have been found to be outside of fair wear and tear.
When BVRLA members review deterioration in the vehicles condition at the end of a contract or finance agreement, they consider the age, mileage, and whether the vehicle has been looked after sufficiently.
Fair Wear and Tear should not be confused with damage, which occurs as a result of a specific event or series of events, such as an impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.
If you have service and maintenance included in your agreement and you arrange (and pay for) delivery of the vehicle to the service provider for scheduled maintenance or tyre replacement we will cover:
(a) any scheduled maintenance (including replacement parts) which we believe is required to keep the Vehicle in good order;
(b) replacing tyres which are defective as a result of a manufacturer fault or where the remaining tread is, due to fair wear and tear, no more than 2mm;
(c) puncture repairs, unless the puncture cannot be repaired in which case we will pay for the cost of replacing the tyre; and
(d) break down and roadside assistance a result of wear and tear, or mechanical failure.
We will not pay for any damage caused by an accident or careless use of the vehicle.
The current applicable road fund licence (RFL)/ road tax is included in the cost of the agreement. Any tax increases during the agreement term will be chargeable and you will be notified prior to your Direct Debit collection.
Customer maintained Agreements:
Customers are responsible for the upkeep and maintenance of the vehicle along with ensuring that the vehicle is fully comprehensively insured and has a valid MOT. You must get an MOT for your vehicle by either:
- the third anniversary of its registration
- the anniversary of its last MOT, if it’s over 3 years old
https://www.gov.uk/getting-an-mot
Service records for your vehicle must be stored safely, be kept up to date and retained with the car before handing it back at the end of the agreement. Service records for your vehicle must be stored safely, be kept up to date and retained with the car before handing it back at the end of the agreement. Depending on the vehicle and service provider, these records may be provided in either physical or digital format.
Where service history is maintained digitally by a garage, dealer, or manufacturer, this information may be stored within their internal systems rather than on the vehicle itself. In such cases, please ensure that all services are accurately recorded by your chosen service centre and request a printed or downloadable copy as evidence of the completed work. This documentation should be retained and provided when required.
If on collection of the vehicle, the service history is missing or incomplete, a fee of £300 will apply up to 31 July. From 1 August, this fee will increase to £325.
A missed service is regarded as a service more than 28 days later than its due date or 500 miles over the specified service schedule, according to the manufacturer's specifications, whichever comes first.
Novuna maintained Agreements:
To help with the cost of maintenance and repairs, customers are able to take out the full maintenance option which spreads the costs over the life of the agreement. This can make budgeting much easier and also allows customers to take advantage of the lower labour rates and tyre costs that Novuna Vehicle Solutions offer.
One other advantage is the ability to use a maintenance booking line to take care of interaction with the dealer along with the authorisation of work.
To book your vehicle in for maintenance, please visit My Novuna Vehicle, or contact us via your dedicated company driver line or by calling 0344 463 2900.
When your vehicle is off the road, it is still the drivers responsibility to pay in accordance with the agreement terms. As per your contract, we are unable to provide a replacement vehicle.
If you would like invoices to be sent to you via email, please email our customer services team on smecustomerservice@novunavehiclesolutions.co.uk advising them of the change wanted.
To set up a direct debit, please complete the below direct debit mandate form and either email RAMT@novunavehiclesolutions.co.uk or post the completed document to us.
If you miss a payment or experience a change in circumstances that may make it difficult for you to meet future payments, we are here to support you.
Please contact us on 0343 351 9021 or at ramt@novunavehiclesolutions.co.uk, and we will work with you to discuss your options and find a solution tailored to your needs, taking into account your overall financial position. This support is available whether you are experiencing difficulties for the first time or have previously received assistance.
Speaking with us about any financial difficulties will not affect your credit file. We are here to support you and talk through the options available.
If you agree a payment arrangement with us, this will be reflected on your credit file as an arrangement to repay the outstanding balance. Please note that missed or late payments will also be recorded on your credit file.
Usually, within three weeks of the vehicle being delivered, your account will become live. Once this has happened, we will issue your advance rental invoice. The advance rental payment will then be collected by Direct Debit approximately 10 working days after the invoice has been raised.
Your invoice is created at the start of the month and payment will then be taken by Direct Debit at the end of that month (or the first working day after).
What you pay for depends on when your contract starts:
Scenario 1: Contract starts on the 1st of the month
You pay for one full month, with payment taken at the end of the month in which the vehicle is used.
Example:
o Start date: 1st March
o Invoice covers: 1 March – 31 March
o Payment taken: End of March (or first working day of April)
Scenario 2: Contract starts after the 1st of the month
Payment covers the remaining days of the current month plus part of the next month, with payment taken at the end of the current month.
Example:
o Start date: 5th March
o Invoice covers:
- 5 March – 31 March plus
- 1 April – 4 April
o Payment taken: End of March (or first working day of April)
The secondary period (where applicable under your Agreement*) begins once your minimum hire term has ended. During this time, you may continue to keep the vehicle under the same terms as set out in your Agreement, without needing to sign anything new.
During the secondary period, the billing changes to one month in arrears. At the end of each month, an invoice is raised for the actual days you used the vehicle in that month.
Payment is taken at the end of the following month (or the first working day after), as shown in the example below:
o Vehicle used during March
o End of March: Invoice is created covering 1 March – 31 March
o End of April: Payment for March usage collected by Direct Debit (or the first working day of May)
If you return the vehicle during the Secondary Period, your final payment will be calculated on a pro rata basis, so you’ll only pay for the days you had the vehicle. This payment will be due the month after the vehicle is returned.
If you're unsure which dates a payment covers, please refer to your monthly invoice, which clearly displays the usage dates for each payment.
* Whether your agreement includes a secondary period can be confirmed by reviewing your Agreement, which will outline your entitlement to a secondary hire period, if applicable.
We offer two Direct Debit collection dates: the last working day of the month or the 1st working day of the month. These collection dates can be amended upon request. Depending on when we are notified of the change, we may be able to update it in time for the next payment due. However, if sufficient notice is not provided, the change will take effect from the following payment date.
Your invoice should clearly set out the reason for the higher amount and what the charge relates to. If you are unable to pay the balance in full, we can explore the option of setting up a payment plan.
Please note that once a payment plan is agreed and put in place, this will be reflected on your credit file to show that an arrangement has been made to clear the outstanding balance.
No. As long as your Direct Debit remains active, the invoice will be collected automatically on your usual payment date.
Please note that if the invoice is raised after the 4th of the month, it will not be included in that month's collection and will instead be collected on your usual payment date in the following month.
Once your vehicle has been returned and off hired, any pro-rata credit due for the Road Fund Licence increase will be applied to your account.
If there are any outstanding invoices payable on your account, the credit amount will be allocated towards those balances first.
If there are no outstanding charges, the credit will be refunded to the bank account details we hold on file.
If you have any further questions about your leasing agreement, get in touch with the Novuna Vehicle Solutions team.