FAQs

Got Questions? We’ve got answers. Whether you’re buying your first car or trading in your old car, we’re here to make it simple. Explore our FAQs for quick, honest answers about Carsa’s process, prep, finance, handover, and more.

What is the Alloy Wheel Protection plan?

It's a 36-month plan that repairs minor cosmetic damage to your alloy wheels — kerb scuffs, chips and scratches on the wheel face from everyday driving. A mobile technician comes to your home or work; you book through the Shine! Protect app and it's usable from day one with no waiting period. It's a one-off price of £499 with up to 15 repairs across the term. Note it covers alloy wheels only — there's no tyre cover — and it's a maintenance plan, not insurance.

What does the Cosmetic Maintenance Plan cover?

It covers minor everyday damage to your painted body panels: stone chips up to 5mm, and dents, scuffs and scratches up to 30cm wide and 3mm deep where the panel isn't cracked, torn or perforated. On the bonnet, boot and roof only stone chips are covered, not dents or scratches. It doesn't cover glass, lights, wheels, interior, trim, or matt/wrapped/bespoke finishes, and the vehicle must be under 7 years old at the plan start. Repairs are professional cosmetic blends that weatherproof the damage — they're not full factory resprays.

How do I book a repair on my Cosmetic Maintenance Plan?

Submit a request through the Shine! Protect app (iOS or Android), online at apsmartclaim.co.uk, or by calling 01279 456 500. Upload a few photos of the damage and pick the type. Once AutoProtect authorises it, you pay the £25 call-out fee and choose a date and location — home, work or anywhere convenient — and a mobile technician comes to you. Always wait for authorisation before any work goes ahead.

What is the Cosmetic Maintenance Plan?

It's a 36-month plan that sends an award-winning Shine! mobile technician to your home or work to repair minor cosmetic damage to your car's painted body panels — chips, dents, scuffs and scratches from everyday driving. You book through the Shine! Protect app, with up to 4 repairs per visit and up to 21 across the plan (7 per year). It's a one-off price of £449 with a £25 call-out fee per request. It's a maintenance plan, not an insurance product, and isn't regulated by the FCA.

How do I look after my car once Ceramic Coat is applied?

Just wash it with mild car shampoo (not washing-up liquid) and water — no polishing needed, and an automatic wash-and-dry is fine. The coating repels dirt so the car stays cleaner for longer. Two things to keep in mind: remove bird droppings promptly as they're corrosive, and note the coating covers exterior paintwork, alloys, bumpers and side glass but not the front and rear windscreens.

Do I need to reapply Williams Ceramic Coat or have it topped up?

No — it's a one-off application, applied by Carsa at handover, that lasts the lifetime of your ownership. Unlike some paint protection products it doesn't need a yearly top-up or 'enhancer' to keep the gloss or the guarantee. The only thing to remember is a re-validation inspection at Carsa after 5 years to keep the lifetime guarantee in place.

What is Williams F1 Ceramic Coat paint protection?

It's a high-gloss ceramic coating that bonds to your paintwork and protects it against UV, acid rain, traffic grime, tree sap and harsh weathering — so your car keeps its showroom shine and is easier to clean. It's developed by Ultimotive, an Official Licensee of Williams Racing, and tested by SGS and CSIRO for hardness and gloss. It's a one-off application of £499, applied by Carsa at handover, with a lifetime guarantee for as long as you own the car.

Are EV charging cables covered?

The onboard charger inside your car is covered. External charging cables and units — home wallboxes and public chargers — are not, and damage from using non-manufacturer-approved charging equipment isn't covered either.

Will you fix any previous advisories on the MOT?

We address all critical issues noted during inspection or MOT. If an MOT advisory pointed out something important (like brake pads nearing the limit or a tyre that will need replacement soon), our technicians will assess it. We typically fix safety-related advisories as part of reconditioning. Minor advisories that don’t affect safety might not be immediately fixed, but they will be noted. Rest assured, we won’t let anything that compromises the car’s roadworthiness slip through.

Will the car be serviced before delivery?

Every car goes through our inspection and reconditioning process. If a routine service is due or overdue, we will carry it out before you get the car. So in practice, yes – if the car needed a service, it will be serviced as part of our prep. That said, not every car will get an oil change if it isn’t due, but we ensure it’s up to date on maintenance when delivered.

Can I add my personal number plate to my new car before it's delivered?

We can help with that. Typically, your car will initially be registered with its existing number plate. To add your personal plate, you’d go through the normal DVLA process. We’ll act on your behalf to facilitate the transfer if you’d like – just let us know. You’d need to pay any DVLA fees for the plate transfer. Usually, we’ll deliver the car with the original plate, and then help you swap to your private plate soon after.

Do you allow walk-ins at a Carsa Store?

We do prefer that you book an appointment, because our cars are kept secure and we prepare them for scheduled viewings. You’re welcome to drop in, but if you haven’t booked, we can’t guarantee the specific car you want to see will be readily available or on-site. To avoid any wait or disappointment, it’s best to arrange a viewing/test drive slot beforehand.

Can I book an appointment at a Carsa Store?

Yes – you can schedule an appointment to visit a Carsa Store. In fact, we recommend booking an appointment (especially for test drives) so we can ensure the car you’re interested in is ready and waiting for you. You can book online through our website or simply give us a call, and we’ll set up a convenient time for you.

Can I change or cancel my in-store appointment?

No problem at all. If you need to change or cancel your appointment, just let us know as soon as you can. You can contact the store or our customer support, and we’ll help you reschedule or cancel the booking. We understand that plans change – we’ll work with you to find a new time if needed.

Can you help me choose the right car when I visit a Carsa Store?

Certainly. When you visit a Carsa Store, our team will be more than happy to assist you in finding the right car. You can tell us what you’re looking for (budget, size, features, etc.), and our friendly advisors will help point you towards options that fit your needs. We’re there to make the car-buying process easier for you.

Will I be given any previous service history, MOT certificates or other documents with my car?

Yes, of course. We will hand over any available documents when you get the car. That includes things like the car’s service book or print-out of its service history, the latest MOT certificate (if applicable), and any other papers (like the user manual or spare key info). The V5C logbook will be sent to you by the DVLA after the sale is registered, but everything else we have, we’ll pass to you at collection or delivery.