DVLA ADVICE AND ADMIN SERVICES, VEHICLE REGISTRATION SERVICES

Terms and Conditions of Sale and Order Fulfillment

Overview

The business offers advice on matters concerning the UK DVLA (Driver and Vehicle Licensing Authority), and foreign vehicle registration agencies, usually in connection with vehicle registration procedures. The business also provides products which are of the following type:

• Applications and Submission to the UK HMRC for NOVA (Notification Of Vehicle Arrivals), in physical format of a paper copy of the NOVA Submission to HMRC.

• V55 form (an official DVLA paper form) supplied ‘filled in’ or 'fully completed'.

• A summary document giving the buyer detailed instructions on what to do with forms and letters we supply, where to send the bundle, and what else to include.

• UK vehicle registration documents packages, also referred to as the ‘COMPLETE DVLA REGISTRATION DOCUMENTS PACKAGE’ and '5 STAR SERVICE'. Administrative packages of several vehicle registration documents and the service of obtaining or providing those therein. These are packages of to help register a particular vehicle. PLEASE NOTE THAT WE DO NOT OFFER, NOR CAN WE, A COMPLETE REGISTRATION SERVICE THAT PROMISES A DVLA REGISTRATION OR ANY GIVEN OR EXPECTED CONCLUSION AS UK REGISTRATION IS ULTIMATELY AT THE DISCRETION OF THE UK DVLA..

• The production (drafting) of letters to the DVLA on behalf of vehicle registrants regarding matters of registration and arising problems with DVLA procedures and rejections.

• The issuing of an Independent Certificate of Conformity (ICOC). A paper certificate or letter stating a particular vehicle’s Type Approval Number if applicable and CO emissions rating if available; offered in the UK by us as a means for registrants to fill in the DVLA V55/5 form and other forms like the IVA Test application, MSVA Test application and NOVA1. It can even be useful at MOT stations, as a reference sheet, for unregistered vehicles when the MOT tester creates a new record for a vehicle. Also, for use abroad to assist with filling in registration forms (such as the French Carte Grise application) and helping individuals undertake administrative processes.

REFUND POLICY. Refunds after 14 days

Cancellation of a Service Contract within 14 days from customer payment:

For services ordered online, a customer has the right to cancel within a 14-day cancellation period (COOLING OFF PERIOD). For all paid orders, our customer will be notified in a durable format (printable email) of this right to cancel within 14 days and a model cancellation form will also be supplied. The 14-day cancellation period will start on the day the customer receives this email notification. [View cancellation document here in browser].

Cancellation of a Service Contract after 14 days from customer payment:

Once the 14-day cooling off period has expired and/or the customer has asked us to cancel the cooling-off period and begin work, and subsequently once work has started or work completed, a refund is not possible. This is because the resulting – published document or registration service for the specific vehicle and usage stated by the customer at the time of ordering – is bespoke and unique. It cannot be taken in to stock and sold to another person.

Therefore, for the avoidance of doubt, cancellation for a refund is only permitted within the initial 14 day cooling off period, unless the customer tells us to ‘go ahead’ or ‘start work’ and/or thereby cancels or curtails the cooling off period.

CANCELLATIONS AND RETURNS from Commercial Customers: Cancellation rights do not apply for sales classed as, or declared by the customer as – ‘trade’, business or professional purchases.

For the avoidance of doubt, the cancellation rights detailed above and below do not apply for commercially classified sales.

PLEASE NOTE (important): Buyer's willingness to give us information and documents about the vehicle -

With purchases of all our services, we require you - the buyer - to give us certain key information about the vehicle.

To enable our services once you have paid, we must have certain information from you. A clear VIN (chassis number) on the vehicle is essential. We will also sometimes need further information from you like colour of the vehicle and your date of birth. Additional information may be necessary, depending on which service you buy. Please do not purchase our services if you cannot or will not supply this kind of information as we will not be able to complete our work without your co-operation. Once you have purchased a service and/or product and we begin work (ie. even before you may have submitted essential information like a VIN and vehicle colour) we will be unable to give a refund in the event you cannot or will not supply us the VIN or other crucial pieces of information, such as documents and test pass certificates. We will normally send at least 5 written reminders before concluding that we can go no further with an order. This also applies to situations where the customer does not supply documents requested by us.

TIME-OUTs: For the avoidance of doubt and the sake of clarity, if we lose contact with a customer for any reason whereupon the customer stops communicating with us, delays us, or stops replying to emails and/or does not provide us with the requested (by us) documents (such as ID documents, test pass certificates, and vehicle proof of year and historical documents), or does not present his/her vehicle for testing if we require that, then the customer will not be entitled to any refund and the contract may be timed-out. This means that we will send an email and/or letter stating that the contract has stalled and no work on the contract shall continue. This notification is final and cannot be appealed. We may offer to start the contract again or reopen it for a fee stated in the email or letter. In the case of a contract time-out where we have had documents sent to us by the customer, these will usually be returned to the last held or last known address, by normal regular Royal Mail post. The TIME-OUT period is usually 1 - 2 months, depending on the product/service contracted; with 1 month likely for ICOC documentation and 2 months + for Vehicle Registration Services. Please ask us before you purchase a service if you need clarification of these terms.

In the case of NOVA applications and NOVA Submission to HMRC we always need a few bits of information like how much you paid for the vehicle, when and where you bought it and its speedo reading (if applicable). We will assist you with the questions and will be available to discuss your individual circumstances. We will request this information early on and it is vital you give it to us so we can complete.

ICOC documents; Timescales and Delivery durations

Throughout this website, products and services may be described as ENHANCED, EXPRESS, 24 HOUR, SAME-DAY or NEXT-DAY. These are target times for production and despatch and we will try to qualify on the service or product description page - exactly what you can expect and the realistic possibilities of slippage of target time. In all cases, despatch of ICOC, COE, and any other documents, will occur only after we have received back from you the relevant communications to start work, complete work, and acquire from you (the customer) the vehicle details we need and ask for by email.  

We will not be responsible for giving a full refund if we create a unique (custom-made) document that does not arrive at a physical address within a certain timeframe, whether this be a timeframe expected or assumed by the customer or a described target or suggested target timeframe in a product description on our website. The timeframe is not the bulk of the service, the document created is the bulk of the service. If the document is not received by the customer within the timeframe expected, he/she may request another, using the procedure shown below (Delivery of Documents by Post). Whereupon the document has been created and published and is - at some point whenever in time - delivered by email and/or postage to a physical address (or posted with a certifiable Proof of Posting by POST OFFICE LIMITED [UK] ), the maximum refund due to the customer, in view of delayed delivery, will be 20% of the original cost of the document [service]. 

ICOC documents; Delivery of Documents by Post

As standard, ICOC documents, and COE documents, and Eurocert Vehicle Transit Documents, will be posted by Royal Mail AIRMAIL. Not by any tracked, registered or signed-for postage services, unless specifically requested and, if necessary, paid for by the customer in advance of despatch. No responsibility can or will be accepted by Eurocert Limited for third-party postal services (Royal Mail and its partner services abroad) for losses or delays in the delivery of our documents sent by post. The service we provide is to research, create and publish documents relating to specific vehicles. The service does not extend to a guarantee of delivery of any item by post, by the third party, within a given timeframe. If the document does not arrive at the physical address, or is deeemd 'lost', you may request - free of charge - a replacement (reissued) document, by the same postal service; or you have the opportunity to upgrade - for a fee - to your chosen method of a more secure or faster service by post or courier. These requests for reissue can be made on the order form here: https://www.eurocert.uk/reissue.

Extent of service of DVLA ADVICE AND ADMIN SERVICES – Vehicle Registration Services products

Reminder: Liaison with Customer and the Need for Communication

In all our work, such as preparation for the production of Independent Certificate of Conformity (ICOC), or application and submissions to the HMRC and UK DVLA we will ask questions pertaining to the vehicle of the customer. It is vital that the customer works with us, gives us truthful and comprehensive answers to our questions, and does so in a timely manner. The business will incur extra work and may need to make additional charges for labour/time if our emails are ignored, overlooked, junked or lost, resulting in the need for us to send repeat emails. We will also need to keep on file information of vehicles and VINs in conjunction with services provided.

LIMITATIONS AND DISCLAIMER, GENERAL

The business has an excellent record of first submission success of vehicle applications both here in the UK and abroad within the EU and we will always endeavour to keep abreast of current registering agency and EU policies, EC directives, requirements, procedures and regulations. It is in the interests of the business, as well as the registrant, that the application for registration goes through first time and without the need for follow-up letters or clarifications to agencies. If a UK DVLA rejection letter is received by the registrant or a DVLA request for further information about the vehicle or the registrant, further consultation and help by the business is at the discretion of the business and may incur an extra charge if further assistance is required. This would definitely be the case if letters of correction to the DVLA or appeals to the DVLA are required. Advice over the phone may be free, but is discretionary.

Our customers buy our services and products to save them time and learning processes in dealing with the DVLA and also the HMRC and foreign agencies. We do not guarantee that by purchasing our services and products a registration will definitely follow and make no promises, guarantees or assertions about timescales and outcomes. We can be confident about our research procedures, type approval and emissions verification and age verification but agencies (especially in France and the UK) do sometimes insist on backup or additional evidence from the vehicle manufacturer or their preferred specialist vehicle clubs, and so on.

Section summary:
Engagement of our services for registration documents (products) and our advice does not guarantee that certain expectations you may have from governmental agencies will be fulfilled. Purchase of our products does not render us liable for any losses or inconvenience caused to our customer/the registrant by delays by the DVLA or HMRC or foreign agencies. These are governmental agencies and are within their rights to demand whatever they wish from the public in connection with discharging their duties as public servants.

Treatment of Staff of the Business and Our Work Procedure

In carrying out our work and supplying products we expect to be treated courteously and respectfully by our customers and enquirers. We will not tolerate threats and abuse and in the event of such treatment, service to the customer will be terminated or withdrawn.

After products have been supplied to the customer, in the event of governmental agencies' requests for more information, rejection of first application, or refusal to accept any of the information written on our documents, our customer must approach us with a request to help with advice, and expect it on a discretionary basis only, as a gesture of goodwill on behalf of the business.

Threats against our business

Many of our customers come to us frustrated, with the DVLA, or French Prefecture staff for example, or with general administrative processes, red tape, and the expense involved in vehicle registration. We ask you to not take your frustration out on us and in instances where we receive threats to our business operation we will act. Threats received will be dealt with as threatening behaviour and reported to the Police accordingly, whether here in the UK or abroad, or both. If we receive an email or telephone call expressing an intent to cause us to believe that immediate actions will inflict damage to business and reputation we will cease communication and contact the Police. We will always prosecute to the full extent of the law and consider private legal action to recover losses through written 'reviews' and comments on the internet designed to inflict damage to reputation.

In cases where we receive a demand for money, by way of refund or compensation, expenses, or under any other guise, combined with a threat to - otherwise - inflict damage to reputation, person or premises, this will be reported as demanding money with menaces. or extortion.

 
Customer Cancellation, Refund Policy and Returns, and limitation of liability (ICOC)

In the event of us having issued an ICOC that is used by the holder for a specific process, as detailed above, given that we do not promise, offer or guarantee any outcomes, we will not become liable for any expenses incurred in connection with uses or presentations of our documents. Equally, any refusal by any agency to recognise the format of our documents or the data therein that leads to losses or inconvenience to our customer cannot be brought to us as a claim for compensation. Ultimately, our losses in all situations arising from issuance of any document shall be limited to £1 (GBP) in total, being the estimated raw value of the paper and ink.

Please see our Refund Policy (left, or click here) for cancellations and refund information.

Timescales and Complaints

The business policy is always to provide a fast service and occasionally certain phrases will be used such as ‘same day’, ‘next day’, ‘urgent’, ‘rapid’, etc. However, there may be delays in completing the product ready for delivery due to reliance on the following third parties for information and response:

UK HMRC
UK DVLA
The customer (registrant)
ROYAL MAIL

We will always do our best to provide an excellent and fast service but we will not be held responsible for delays that are due to third party delays.

Please direct complaints by email to info@dvlaadvice.co.uk. We take all complaints very seriously and will always work to explain any causes for sub-standard service or delays.

Further notes on ICOC and independent assessment, certification and verification

Please be aware that with all independent assessments, certificates and verifications, a UK or foreign agency may ask for additional documentation or supportive evidence depending on what procedure you are undertaking regarding the vehicle. For example, in the UK, you may also require a Certificate of Mutual Recognition – please contact the relevant agency for information (eg. Vehicle Certification Agency in the UK). Whilst we have been recommended in the past by organisations and vehicle manufacturers such as Toyota and VW, our documents should generally only be solely relied upon when attempts to obtain an original CoC from the vehicle’s manufacturer have failed.