Fair Wear & Tear Policy

Fair wear and tear is the reasonable deterioration expected from ordinary, careful use, assessed in the context of the vehicle’s age, mileage, materials and condition at handover. It differs from accident damage, neglect, misuse, missing equipment or an unauthorised modification.

This guide explains the assessment approach. It does not invent a fixed scratch length, dent count, tyre threshold or repair tariff. Any vehicle-specific condition standard or charge schedule must be supplied and agreed before you commit; applicable law and the signed agreement remain relevant.

The examples below guide a proportionate review. They are not automatic repair charges. Actual condition, evidence, safety requirements and the handover report determine the outcome.

Review the car together with the handover team. Record exterior panels, glass, lights, wheels and tyres, interior, dashboard, odometer, fuel and supplied equipment, with clear photographs and existing defects noted. Raise discrepancies before signing and keep a copy.

Signing the report acknowledges the recorded condition; it does not waive rights relating to hidden defects, an unsafe car or information that was misrepresented. If you discover an unrecorded issue, report it promptly with available evidence.

Follow the manufacturer’s guidance and approved service schedule. Respond to warning lights, protect keys and equipment, and notify us of damage, faults or theft promptly. Stop driving where it would be unsafe. Scheduled maintenance remains required on every mileage package.

Do not arrange cosmetic, structural or mechanical repairs or modifications without approval, except where an emergency or law requires immediate action. Record the circumstances and contact us as soon as safely possible. Service inclusion and customer responsibility follow your agreement and the cause of the issue.

Return the car in a reasonably clean condition so it can be inspected, with all supplied items and the agreed fuel level. We compare photographs and condition against handover, record mileage and fuel, and identify each new concern. You can note disagreement and request copies of the relevant evidence.

Some damage may need a specialist or insurer assessment. If an item is identified later, we explain the evidence linking it to your subscription rather than treating the later discovery as automatic proof of responsibility. The applicable inspection and settlement process remains subject to your agreement and law.

A charge requires evidence of responsibility and a reasonable contractual basis. We explain the affected area, why it exceeds fair wear, the supporting photographs or report, and the repair, replacement or other agreed assessment. Age, prior condition, ordinary depreciation and any betterment must be considered where relevant.

We do not charge twice for the same loss, charge a new-for-old improvement without an applicable basis, or charge you for pre-existing damage or Rivo’s own fault. Insurance recoveries and payments for the same loss are taken into account. Any deposit deduction is itemised; the undisputed balance follows the agreed refund schedule.

Routine cleaning is not damage. Specialist cleaning, missing equipment or permanent staining requires evidence and a disclosed basis. Fuel shortfall, valid excess mileage and summons are separate settlement items, not fair-wear damage.

Contact Get in touch or [email protected] with your reference and the item you dispute. We review handover and return evidence, any specialist assessment and your explanation, and provide the outcome. You may seek an appropriate independent assessment. This process does not remove statutory or banking dispute rights.