Terms and Conditions
Volvo Premium Roadside Assistance - SERVICE BENEFITS
1.0 Mechanical Related
The Volvo Service Provider will attempt to rectify any non collision or non insurance related mechanical failure that has disabled the Volvo Vehicle and made it unsafe or unable to be driven.
2.0 Non Mechanical Related
The Volvo Service Provider will attempt to assist your Volvo Vehicle should it become disabled due to an automotive related (non mechanical) Driver incident involving:
2.1 Wheels and Tyres
The Volvo Service Provider will replace the damaged tyre/wheel with the Volvo vehicle's serviceable spare, where it is roadworthy and compatible with the other tyres/wheels on the vehicle. Where the spare is not serviceable, roadworthy or compatible, a tow to the nearest facility able to supply and/or repair the tyre/wheel will be provided at the Driver’s expense.
Where your Volvo Vehicle has a tyre repair kit (sealant gel and inflation pack) in lieu of a spare tyre, but the repair kit is not suitable to affect a temporary repair, your Volvo Vehicle will be towed to the nearest tyre repairer or dealer.
2.2 Flat Battery
The Volvo Service Provider will provide a ‘battery boost’ and any other practical assistance at the roadside to start your Volvo Vehicle. Where your Volvo Vehicle cannot be made mobile at roadside and where a new battery is required, the mobile delivery (where available) of a replacement battery will be arranged at the expense of Volvo, inside the battery warranty period, and at the Driver's expense at any other time. Where your Volvo Vehicle is not mobilised at the roadside, a tow may be provided at Volvo’s expense.
Where your Volvo Vehicle is unable to be accessed due to lost or locked in keys and where the Volvo Service Provider is unable to arrange the pickup and delivery of the Owner’s spare key, the Volvo Service Provider will attempt to open your vehicle. This action will be subject to satisfactory proof of ownership or Owner authority to drive the Volvo Vehicle. The Owner or the Owner’s representative (the Driver) may also be required to sign an indemnity; releasing the Volvo Service Provider and Volvo from any liability should damage be caused by such entry.
Where necessary, a tow to an authorised Volvo dealer will be arranged at Volvo’s expense or where requested by the Driver, the attendance of a locksmith can be arranged at the Driver’s expense.
2.4 Out Of Fuel (Not LPG)
Wherever possible, the attending Volvo Service Provider will provide sufficient liquid fuel to enable an ‘out of fuel’ Volvo Vehicle to be driven to the nearest service station. Where it is not possible or practical to provide liquid fuel, a tow will be provided to the nearest service station at the driver's expense.
Where your Volvo Vehicle cannot be made mobile at roadside, towing will be provided:
3.1 Metropolitan Towing
To the Driver’s preferred authorised Volvo dealer. This applies to cities and towns where a Volvo dealer is present. In all other cases towing to the local service facility of the Volvo Service Provider will be provided.
3.2 Country Towing
To the closest authorised Volvo dealer to the breakdown site. This applies to cities and towns where a Volvo dealer is present. In all other cases towing to the local service facility of the Volvo Service Provider will be provided.
A towing destination can only be determined on an individual incident basis in country areas.
Where your disabled Volvo Vehicle has been towed to the local service facility of the Volvo Service Provider in the country area and where the Volvo Service Provider is still unable to mobilise your Volvo Vehicle using ‘at roadside’ repair methods the Volvo Service Provider will;
a) Commence Emergency Repair services within one hour and at a total cost of less than $500
b) Your Volvo Vehicle will be recovered, by means determined by the Volvo Service Provider (e.g. car transporter) to the closest authorised Volvo dealer at the expense of Volvo.
3.3 Alternative Towing Destinations
Where the Driver elects to have the Volvo Vehicle towed to an alternative location, this will be provided:
a) Metropolitan - not exceeding 50 kilometres from the breakdown site; or
b) Country - within the town area of the local service facility of the Volvo Service Provider.
In any other case, such towing will be at the Driver’s expense.
3.4 Caravan/Trailer Towing
Towing will be provided, where possible, for caravans or any other form of trailer body whilst being towed by your Volvo Vehicle which has experienced a roadside breakdown and requires towing at the expense of Volvo. Any additional or alternative towing requirements will be at the Driver's expense. In all cases, the decision regarding whether a Volvo Vehicle requires towing will rest solely with the Volvo Service Provider.
4.0 Metropolitan Taxi Service
A taxi journey will be offered to the Driver of your Volvo Vehicle which cannot be made mobile at roadside in the metropolitan area and where your Volvo Vehicle has been cleared for towing by the Volvo Service Provider. A one way journey taxi will be provided from the incident site up to the value of $100.00 (including GST). Any additional fares and/or subsequent taxi trips will be at the expense of the Driver.
Included in the term “metropolitan” is that of provincial and/or regional city centres however, in these locations the provision of taxi service is delivered at the discretion of the Volvo Service Provider which will not be unreasonably withheld and is subject to availability.
5.0 Urgent Message Relay
The Driver of your Volvo Vehicle will be provided with assistance to relay urgent messages to friends, family or business associates, together with advice on local transport. In metropolitan areas, the use of the Volvo Service Provider mobile phone will be offered.
6.0 Off Road Assistance
Where your Volvo Vehicle (of a four wheel drive configuration) becomes bogged or disabled on a road that is legally trafficable by conventional four wheel drive vehicles and where the Driver has attempted to extricate the Volvo vehicle and where the vehicle is equipped with tool kit including shovel, Off Road Assistance will be provided up to the value of $1,000 (including GST) and is limited to one claim per year. Any additional Off Road Assistance including costs associated of specialised equipment will be at the expense of the Driver.
7.0 Customer Support Services
Customer Support Services will be extended to the Driver and up to four passengers of the Volvo Vehicle without limitation to the number of calls and/or claims providing the total value of Customer Support Services (per Volvo Vehicle) does not exceed $2,000.00 (including GST) per annum.
The following Customer Support Services are provided should your Volvo Vehicle become disabled as a result of a Mechanical Related incident greater than 100 kilometres from the registered/home address of the Owner/Driver and where your Volvo Vehicle will, as reasonably determined by the Volvo Service Provider, be disabled for a period greater than 24 hours:
7.1 Vehicle Relocation
Where your Volvo Vehicle has been towed to a Volvo dealer by an Volvo Service Provider and where the required repairs have been completed by the Volvo dealer, Volvo will arrange for the Volvo Vehicle to be relocated to any location nationally up to the value of $1,000.00 (including GST) per annum at the request of the Driver or Volvo dealer. Any additional towing requirements will be at the expense of the Driver.
Accommodation will be provided for up to three (3) nights to a maximum value of $120.00 (including GST) per night should your Volvo Vehicle become disabled under the specified incident criteria and where your vehicle can be locally repaired within less than three (3) days.
7.3 Car Rental
Where your Volvo Vehicle becomes disabled under the specified incident criteria (refer to 7.0), a rental car with comparable quality (depending on availability) will be provided:
a) in conjunction with accommodation for up to three (3) days where your Volvo Vehicle can be locally repaired within less than three (3) days to a maximum value of $110.00 (including GST) per day; or
b) to continue the journey will be provided for up to five (5) days to a maximum value of $110.00 (including GST) per day;
Outside these criteria, alternative ground transport (refer to Section 7.4) will be arranged.
Car rental arrangements are subject to any conditions imposed by the car rental company and exclude all fuel costs, insurance, tax and/or stamp duty charges or any (rental vehicle) relocation fees. These charges will be at the expense of the Driver.
7.4 Alternative Ground Transportation
Where car rental is not available or where the rental car company refuses to provide a rental car to any Driver of your Volvo Vehicle due to the Driver’s age or driving licence limitations or restrictions, or for any other reason beyond Volvo’s control, alternative ground transportation will be provided to the registered Owner/Driver’s home address or intended destination where your Volvo Vehicle cannot be repaired locally or repaired within less than three (3) days.
Where required, return transportation will be provided for one Driver to retrieve the Volvo Vehicle.
Volvo Premium Roadside Assistance – SERVICE CONDITIONS
1.0 Remote Areas - (included in the term “Remote” are those areas which are sparsely populated).
Where your Volvo Vehicle breakdown occurs in a remote (sparsely populated) area Volvo Premium Roadside Assistance will be provided by the Volvo Service Provider however, Service delivery may be subject to lengthy delays brought about by breakdown location, Volvo Service Provider availability and accessibility.
2.0 Towing Limitations
Towing will only be provided for your Volvo Vehicle weighing less than 2,500 Kg at the time of breakdown. If you Volvo Vehicle exceed this limitation, towing will be offered at the Driver’s expense.
3.0 Service Limitations
Volvo Premium Roadside Assistance services will be refused where the Volvo Service Provider attends a roadside assistance call and under initial inspection reasonably determined that:
· the Volvo vehicle has been participating in any form of motor sport; or
· the Driver has been engaged in unlawful activity or driving under the influence of alcohol or drugs; or
· the Volvo Vehicle has undergone major body modifications; or
· There is a perceived safety risk in the opinion of the Volvo Service Provider.
4.0 Trafficable Roads
Service will only be provided to Volvo Vehicles disabled on constructed roads/driveways that are legally trafficable by conventional two wheel drive vehicles and/or the towing/recovery vehicle (where required) as determined by the Volvo Service Provider.
With exception to Volvo Vehicles with a ‘Four Wheel Drive’ (4x4) configuration
5.0 Vehicle Rescue
Where your Volvo Vehicle becomes disabled off a legally trafficable road such as beaches, fields or creek beds, vehicle rescue may be arranged at the discretion of the Volvo Service Provider at the Driver's expense.
6.0 Bogged Vehicle Recovery
Service will be provided to your Volvo Vehicles stranded on a trafficable road as defined in and where no special equipment such as power winches or extended cables etc. are required.
With exception to Volvo Nominated Vehicles with a ‘Four Wheel Drive’ (4x4) configuration
7.0 Special Equipment
Should special equipment be necessary to effectively deliver Service and/or where the Volvo Service Provider has to return to their service facility to obtain this special equipment, the additional cost involved will be charged to the Driver.
8.0 Natural Disasters/Industrial Disputes
Volvo reserves the right to alter and/or offer alternative assistance where a natural disaster (such as a flood, storm or fire) or an industrial dispute places extraordinary demands on the provision of Service. Where your disabled Volvo Vehicle cannot be reached, for example due to a natural disaster or an industrial dispute, the Volvo Service Provider will attempt to provide whatever alternative assistance is practicable under the circumstances. Any such assistance will be at the discretion of Volvo and will not be unreasonably withheld.
9.0 Collision / Accident
Where your Volvo Vehicle is damaged as a result of a collision or impact with any object, whether caused by mechanical failure or for any other reason including fire, or for any other incident generally covered by motor vehicle insurance, will not be provided with towing under this Roadside Assistance (RA) product. However, towing assistance can be arranged at the Driver's expense.
10.0 Home Assistance
Assistance for Volvo Vehicles will be provided at the home address in the same way as at roadside. However, during times of peak demand, ‘at roadside’ calls will be given priority over that of ‘at home’ calls for assistance.
11.0 Unattended Vehicles
If your Volvo Vehicle is found to be unattended Service will not be provided under any circumstance. The Owner or the Driver must wait with the vehicle until the Volvo Service Provider arrives. Where the Owner has elected an authorised representative, this representative must hold a current motor vehicle drivers licence in case the vehicle is required to be moved.
Where your Volvo Vehicle is found to be unattended, and should peak demand or any other circumstance inhibit the Volvo Service Provider in waiting, the roadside assistance job will be aborted. Any subsequent calls for Service (deemed by the Volvo Service Provider to be for the same incident) will be at the Driver's expense.
12.0 Attempted Repairs
Where the Volvo Service Provider attends a roadside assistance call and under initial inspection reasonably considers a third party attempt to repair the Nominated Vehicle has caused damage and the Nominated Vehicle cannot be started or driven without further risk of damage, Service may be refused. Towing under this circumstance would be at the Driver's expense.
13.0 Caravan and Trailer
Volvo Premium Roadside Assistance will not be provided for caravans or any other form of trailer body being towed by your Volvo Vehicle. However, should your Volvo Vehicle, whilst encumbered by a caravan or any other form of trailer body, experience a roadside breakdown and require towing, towing for the caravan or any other form of trailer body will be provided as determined by the Volvo Service Provider.
Volvo and it’s Service Providers will accept no responsibility under any circumstances for the security and/or any loss associated with a disabled vehicle’s cargo which may result from delays in providing roadside assistance and/or towing.
Taxis are exempt from Services under this Program. Service may be offered to a Taxi at the Driver’s expense.
16.0 Neglect and/or Abuse
Volvo will not be responsible for additional or increased costs and expenses as a result of the following:
a) Where additional costs are incurred by Volvo resulting from product abuse or neglect by the Owner/Driver of a Nominated Vehicle which will be the responsibility of the Driver;
b) Repeated incidents by an Owner/Driver of a similar nature in which it can be reasonably determined that the frequency and/or type of incident is as a result of the Owner/Driver negligence Volvo will suspend service to that Owner/Driver. Volvo shall notify the Owner/Driver of service suspension within thirty days of receiving notification.
17.0 Repair Costs
Volvo will not be responsible for any costs in relation to parts or any other associated costs for the repair of your Volvo Vehicle, other than minor breakdown repairs to facilitate the immediate mobilisation of your Volvo Vehicle.
18.0 Volvo Vehicle in Dealer Care
Where Volvo is required to attend to a roadside breakdown whilst your Volvo Vehicle is in the care of an Authorised Volvo Dealer, the Services will be provided by Volvo Premium Roadside Assist at the expense of Volvo.
19.0 Vehicle Relocation
Where your Volvo Vehicle is entitled to Vehicle Relocation as specified in these terms and condition, Vehicle Relocation will be provided by means of a multi car carrier, vehicle transporter or automotive freighter.