FAQs

The V5C logbook is sent to you directly by the DVLA after we register the car in your name. You'll usually receive it within 4 weeks.

You don't need the V5C to drive or tax your car in the meantime. If it's been more than 4 weeks and you haven't received it, contact the DVLA directly.

If you can't make your appointment, please let us know as soon as possible so we can reschedule or cancel it for you.

If you don't turn up, your reservation fee won't be refunded. The fee is only refunded when you attend your appointment.

To change or cancel your appointment, please get in touch via our contact page.

When a car shows as 'in preparation', it means it's still going through our checks and reconditioning process. During this time, the car can't be reserved or booked for a test drive.

We would recommend leaving an enquiry on the car's page. This will ensure you are notified when the vehicle is ready. 

Need to get some cosmetic damage looked at? No problem – if you have purchased Cosmetic Maintenance, your  plan is there to help.

First, you'll need to check who your plan is with. Have a look at your policy documents – your provider will be either GardX or Shine.

• If you're with GardX, see: How do I contact GardX about my plan?
• If you're with Shine, see: How do I contact Shine about my plan?

If your Cosmetic Maintenance plan is with Shine, here's how to get your repair sorted.

Your Shine! Protect policy is provided by AutoProtect, and the easiest way to make a request is through their app or website.

To make a repair request:

• Download the Shine! Protect app (available on Apple and Android – just search "Shine! Protect")
• Or submit online at www.shineprotect.co.uk

You'll need to provide:

• Your registration number from your agreement
• Your postcode
• Your surname
• Where the damage is on the car
• What type of damage it is
• A photo of the damage

If your damage is covered, you'll be able to pick a date, time and location for the repair, then pay the call-out charge. You'll get a confirmation with all your appointment details.

One important thing: Please don't go ahead with any repairs without getting approval first – otherwise you might not be covered.

‍

If your Cosmetic Maintenance, Tyre & Alloy, or Paint Protection plan is with GardX, here's how to get in touch and make a claim.

To book a Maintenance Inspection:

• Contact your local Carsa branch in the first instance – they'll be happy to help
• If your branch can't complete the inspection for any reason, give GardX a call on 0203 192 1425 or email requests@gardx.co.uk and they'll find another approved agent for you
• You'll need to have a copy of your Customer Schedule and terms and conditions handy

To request a Treatment:

• Head to your personalised Customer Care Portal at myaccount.gardxconnect.com

To log in, you'll need the details from your Customer Schedule:

• Your surname
• Vehicle registration
• Email address
• Mobile number

If any of these details are missing or incorrect, drop an email to assureservices@gardxgroup.com or call 0203 192 1425 and they'll get it sorted.

One important thing: Please don't go ahead with any treatments or repairs without getting the go-ahead from GardX first – otherwise you might not be covered.

‍

Got some damage to your tyres or alloys? Your maintenance plan should have you covered.

Your Tyre & Alloy plan is provided by GardX. Here's how to get in touch:

To book a Maintenance Inspection:

• Contact your local Carsa branch in the first instance – they'll be happy to help
• If your branch can't complete the inspection for any reason, give GardX a call on 0203 192 1425 or email requests@gardx.co.uk and they'll find another approved agent for you
• You'll need to have a copy of your Customer Schedule and terms and conditions handy

To request a Treatment:

• Head to your personalised Customer Care Portal at myaccount.gardxconnect.com

To log in, you'll need the details from your Customer Schedule:

• Your surname
• Vehicle registration
• Email address
• Mobile number

If any of these details are missing or incorrect, drop an email to assureservices@gardxgroup.com or call 0203 192 1425 and they'll get it sorted.

One important thing: Please don't go ahead with any treatments or repairs without getting the go-ahead from GardX first – otherwise you might not be covered.

.

If something's gone wrong with your car and you think it's covered by your warranty, don't worry – we'll help you get it sorted.

Whether you're covered by your 90-day warranty or a Carsa extended warranty, claims are handled by AutoProtect. Here's how to make a claim:

Contact AutoProtect directly:

• Phone: 01279 456 500
• Email: iclaim@autoprotect.net

The claims process:

1. Report the issue – Give AutoProtect a call or drop them an email to let them know what's happening with your vehicle.
2. Get a diagnosis – AutoProtect will usually ask for a diagnosis from a garage. You can use any VAT-registered garage, but we'd recommend one you know and trust, a specialist for your vehicle type, or your local Carsa branch.
3. Submit your claim – Once you have the diagnosis, get back in touch with AutoProtect and they'll guide you through the next steps.
4. Need extra help? – If you've spoken to AutoProtect and are still having trouble, our Customer Care team are happy to help: Contact Customer Care

One important thing: Please don't arrange or pay for any repairs before your claim has been authorised – otherwise you might not be covered.