Tick, tock, your agreement is about to end.
Contents
1. Our friendly advisors have been on hand throughout your contract ready to give you help and advice whenever you needed it We want to continue providing the best possible service right up until your contract finishes so don t hesitate to get in touch with any questions you might still have Alternatively if you are interested in purchasing or part exchanging for anew smart please speak to your local Retailer Customers with an Operating Lease Contract Hire or lease amp care agreement gt We ll arrange for collection of your smart at the end of your agreement You simply hand back your smart and battery for smart electric drive vehicles without making any further payments apart from any potential excess mileage damage or service history related charges gt You can then lease another smart or purchase one of your own Customers with an Agility agreement gt Purchase your smart by paying the Optional Purchase Payment gt Purchase and part exchange your smart for a new model Your local Retailer can tell you how gt Hand back your smart at the end of your agreement without making any further payments apart from any potential excess mileage damage or service history related charges If you would like more information on the returns process please see the following pages gt Your Direct Debit will be taken as normal until the end of your agreement Please note that a Purchase Activation fee will be2. consider whether you should fix any problems at a local smart Retailer before you return your smart doing so could help you avoid unnecessary charges After a full inspection you will be notified of any damage that is outside of the return standard You can carry out your own checks first by using the tester card at the front of this booklet to measure any damage to your smart yourself prior to returning it Please note that anything mentioned in the Not Acceptable section of the following pages will be charged for See the table opposite for an illustration of possible costs These prices are intended as a guide only and are correct as at the date of publication Actual costs may be higher if replacement parts are required and are dependent on the extent of damage A repairable chip to the windscreen Dent repairs not requiring repaint Panel repairs requiring paint Alloy wheel repairs Bumper repairs requiring repaint Trim and Upholstery repairs Servicing costs 32 00 per chip Minor 35 00 Major 90 00 per dent 119 00 310 00 per panel 85 00 per wheel 259 00 per bumper 40 00 per item Service A 195 00 Service B 345 00 gt gt Vehicle Return Standards When it s time to return your smart We certainly don t want you to be caught unaware when you return your smart so please read the following pages which outline our Vehicle Return Standards and what we con
3. debited from your account To find out this amount please look at your contract under the other financial information section This will complete the purchase of your smart leaving you free to part exchange for a new smart or to simply enjoy your car gt 3 gt 4 gt gt Steps for returning your smart We need you to let us know what you intend to do with your smart at the end of your agreement so that we can ensure you get the best service possible Please remember to inform us of your intentions in good time If you will be returning your smart we want to make the process as straightforward as possible To help you prepare your vehicle for collection please follow this simple guide It should help clarify what is required before you return your Smart and when these steps take place 12 weeks PERSONALISED STANDARD Personalised number plates Agility and Operating Lease customers If you have a cherished number plate it s important to place it on retention with the DVLA call 0300 790 6802 Any cherished plates can take 10 to 12 weeks to change Please make sure you start this process well in advance of returning your vehicle When you have the new registration number please let Customer Services know so that they can update the vehicle s details Contract Hire customers Please inform Customer Services on 0870 847 0700 of your intention to assign retain or transfer your cherished plate a
4. gt 2 Use the tester card above to assess your smart car for any damage that may need to be repaired prior to returning the vehicle at the end of your contract should you choose to do so gt gt Contents Your agreement is about to end 3 Steps for returning your smart 4 Unacceptable damage 10 Vehicle Return Standards 11 Fair Wear amp Tear 12 gt gt Important contacts Vehicle Returns Team 0870 121 0535 To arrange collection of your vehicle discuss any queries regarding the vehicle return standards or vehicle documents enquiries Customer Services for finance 0870 847 0700 All other end of contract enquiries email customerservices mbfs daimler com smart Vehicle Enquiries 0808 000 8080 To request a brochure for a new smart or arrange a test drive Lines open 24hrs 7 days a week calls may be recorded Lines open Monday to Friday 8 30am 5 00pm calls may be recorded Lines open Monday to Friday 8 00am 6 00pm Saturday 9 00am 5 00pm calls may be recorded thesmart co uk existingfinancecustomers gt gt Tick tock your agreement 1s about to end Useful information about what happens next We hope you ve enjoyed your smart experience Now as your agreement reaches its final stage we want to give you a little advice in terms of returning your smart to us if you choose to do so in the best possible condition or help you to purchase a brand new smart We re with you all the way
5. polished out gt Dents on swage lines or folder edges Dents on high profile panels i e bonnets wheel arches etc gt Industrial chemical fall out or other forms of contamination gt Body panel misalignment not consistent with manufacturer s finish gt Previous body repairs and paint rectification if there is evidence of poor colour match ripples preparation marks visible overspray masking lines or excess dirt in paint Excess paint chips which detract from the overall appearance of the smart or panel gt Under body damage affecting the structural integrity of your smart or warranty gt Damaged aerials Drilled holes for telephone aerial fittings where the aerial has been removed gt Any missing caps or covers on the bodywork gt 13 Glass J Acceptable gt V Chips on windscreen which are less than 5mm providing they do not obscure the driver s line of vision to a maximum of two per windscreen MOT Standards Headlamp lenses with minor chips which do not detract from the overall appearance of your smart or affect the efficiency of the lamp Light scratches around periphery of the windscreen Not Acceptable Scratches and cracks in glass or stone chips with signs of cracking will need to be repaired Cracks or damage to the windscreen within the driver s line of sight Chips greater than 5mm Incompatible window etchings All lamps must be operational holes or cracks in the glass or p
6. provide you with full transparency and the opportunity to carry out any repairs in the event your vehicle is not conforming to our Vehicle Return Standards If you do elect to carry out any repairs prior to BCA collecting your vehicle then we would highly recommend that you only use smart approved repairers otherwise you could still be charged for rectifying any repairs that have not been carried out to an acceptable standard by a non approved repairer If you don t wish to have this option for a pre maturity inspection then BCA will arrange for the inspection to be performed on the same day as your collection date although we should advise that you will no longer have an opportunity to perform any repairs yourself as we will look to tactically repair and dispose of all returning vehicles within a matter of days following collection Wherever we use the term smart Retailer in this booklet this means any workshop which provides servicing and repair services and holds an after sales smart franchise Step 6 Make sure you have the keys and documentation ready Please make sure our representative is supplied with all keys along with the fully completed service record history which must be stamped by the servicing Retailer which must be a smart Retailer if your contract started after 6th October 2009 Any missing keys will be deactivated and replaced for security reasons further costs may apply Please ensure that your latest s
7. ems alarm system locking wheel nuts parcel shelves electric vehicle charging leads handbook and Service Manual If replacements have been necessary they must be of similar quality and specification gt 5 gt 6 smart Retailer Make sure your service history and MOT are up to date If your smart requires a final service before it is returned you should book this in allowing enough time for it to be carried out prior to collection If your agreement was signed after 6th October 2009 all of your vehicle services throughout your contract must have been carried out by a smart Retailer You will also need to make sure that you have a current MOT certificate as all vehicles over three years old from the date of registration will need a valid MOT certificate when the vehicle is returned This must be available for the BCA Inspector at the time of inspection If your smart does not have a current MOT certificate you will be charged for a transporter to collect your vehicle If our Vehicle Returns Team have not been made aware of this prior to collection you will be charged an abortive collection fee Arranging collection of your smart BCA will contact you to arrange for your vehicle to be inspected and collected and will remind you of what you will need to do in preparation for the collection of your smart BCA will recommend and offer to undertake pre maturity inspection two to three weeks prior to the maturity of your agreement to
8. ervice print out is included in the pack before your car is returned If any stamps in the service history book are missing please refer back to your smart Retailer as they can provide proof of servicing If this is not provided we will view the vehicle as not having a full service history which you will be charged for Ensure that your smart is cleaned prior to inspection It is important that your vehicle is cleaned thoroughly before collection to enable BCA to carry out a full appraisal of your smart gt 7 gt 8 Inspecting your smart The BCA Inspector will come to your chosen collection address and inspect the vehicle to our specified Vehicle Return Standards please see page 10 for further information In most cases they will be able to advise you there and then of any chargeable damage and if repairable the cost of those repairs They will also take any relevant photographs of any damage and if you have any immediate concerns you will have the opportunity to discuss them at this stage Hopefully the BCA Inspector will be able to complete their inspection although if the weather conditions are poor and or your vehicle is not clean they may only be able to perform a partial inspection In this instance we would complete the inspection when the vehicle arrives at our De Fleet Centre If BCA have highlighted any damage they believe is outside of our Vehicle Return Standards we will review and if we agree with their f
9. et Centre Other charges that may also be applicable will be where the vehicle has i exceeded the mileage allowance stated in your agreement or ii not been serviced in accordance with the agreement or iii been retained by you for longer than the agreed term We will provide you with contact details with any invoice raised in the event that you wish to further discuss any charges that have been applied Where you had elected to have a pre maturity inspection the BCA Collection Driver will undertake a further basic vehicle check to record any obvious damage BCA will then review both this vehicle check and the original pre maturity vehicle inspection and will add any obvious damage that was not evident when the vehicle had its pre maturity inspection If you have had any repairs carried out between the pre maturity inspection and the day of collection it is essential that you provide us with copies of all relevant invoices prior to the day of collection to enable these repairs to be removed from any invoice gt 9 gt gt Unacceptable damage Don t get caught out We hope your journey has been an enjoyable one Now its time to start thinking about the return of your smart This booklet is designed to help prevent any avoidable charges you may be faced with It outlines our Vehicle Return Standards and what we consider acceptable and unacceptable damage You ll learn what damage is acceptable and what s not Then
10. indings you will be sent an invoice for any applicable charges Collecting your smart If you have elected to have a separate inspection and collection then BCA will have arranged for a BCA Collection Driver to come and collect at a different agreed time from the date of inspection The Collection Driver will perform a secondary vehicle check which will only be used to identify any additional obvious damage that may have occurred since your main inspection and will also help us to identify any repairs that you have already carried out If the Collection Driver is collecting at the same time as the BCA Inspector is inspecting your vehicle then you will still see the Collection Driver checking the vehicle but this is only for their benefit to determine the vehicle is legal to drive as it is their driving licence that would be at risk The BCA Collection Driver will then return your vehicle to our De Fleet Centre Step 10 Notification of any final charges If BCA have highlighted any damage they believe is outside of our Vehicle Return Standards we will review and if we agree with their findings you will be sent an invoice for any applicable charges It is important that you are present when your vehicle is inspected This will be your opportunity to view any damage on the vehicle they believe falls outside of our vehicle return standard as the vehicle will be repaired and or sold within a matter of days of arriving at our De Fle
11. l finish and specification gt 12 Missing body moulding Examples shown are of unacceptable damage Body and Paint There will be no charge for light damage The most severe dents will be repaired as cost effectively as possible but damage that has penetrated the base coat will be charged Any vehicle wraps or livery will need to be removed and the vehicle returned to its original factory colour J Acceptable gt Minor body dents typically those caused by door to door contact provided that gt a they are less than 13mm 7 in diameter maximum one dent per panel to maximum of two dents per vehicle for vehicles up to two years old and four dents for vehicles over two years gt b if more than two or four dents exist the most severe should be repaired gt Light surface scratches not through the top coat which can be removed by polishing touch up gt Any chipping of paintwork that can be attributed to normal usage e g chips caused by stones flying off public road surfaces provided that they do not penetrate the vehicle base coat nor show signs of corrosion gt Previous repair up to an acceptable standard X Not Acceptable gt Any excessive chipping of paintwork arising from non public road use e g gravel drives industrial sites or private roads gt Any chipping and scratching of paintwork that has penetrated the base coat and or has caused corrosion of any kind which cannot be
12. lastic covers of lamp units are not acceptable Windscreen chip Windscreen chip Examples shown are of unacceptable damage Interior The interior of your smart must be in a good condition for the age and mileage of the vehicle J gt V Acceptable Normal wear and tear to carpets trim upholstery etc Seat cover trim repairs to a high standard Texture repairs or colour matching plugs resulting from the removal of telephone accessory equipment Not Acceptable Burns to trim seat covers headlining and floor coverings requiring repair Stains or discolouration of a permanent nature Tears cuts rips and holes through seat covers headlining and floor covering Broken or damaged interior mouldings trim pads instrument panel sun visor or headlining etc Holes resulting from the removal of telephone accessory equipment Telephone fitting kits should be left in situ wherever possible Any extended warranty items Holes in floor covering Examples shown are of unacceptable damage gt 16 Wheels and Tyres Underside Your smart must conform to the Our engineers will check the original specification of the underside of the vehicle for any vehicle Must have matching tyres impact damage of a size and premium brand V Acceptable approved by the manufacturer OTl gt Minor dents and deformation such as stone each axle for example Pirelli or damage as long as they have not caused major cor
13. m 6 00pm Saturday 9 00am 5 00pm calls may be recorded SAGOLM 12 13 Finance provided by Mercedes Benz Financial Services UK Limited A Daimler Company Tongwell Milton Keynes MK15 8BA Telephone 0870 847 0700 thesmart co uk This brochure provides only an outline of the benefits of cover available and does not constitute full terms and conditions Though accurate and up to date at the time of going to press 12 2013 details may change without prior notice smart a Daimler brand gt gt Your smart Journey A guide to your next steps open your mind
14. nd we will send you a form to complete and return to us to start the process Please note that all personalised plates must be removed from the vehicle 6 8 weeks prior to the end of the contract Transfer keeper Returning the V5C Registration Document back to us applicable to Agility Operating Lease and lease amp care customers only Six weeks before collection we ll send you a letter that will tell you what to do with the V5C Registration Document logbook when you return your car Please note that if you don t send the whole document back with your vehicle including the section transferring keeper to Mercedes Benz Financial Services UK Limited penalty charges may apply We will also have to pass on any extra administration costs imposed by the DVLA For queries relating to your V5C please call us on 0870 121 0535 If you misplace your V5C document simply contact the DVLA on 0300 790 6802 to request a duplicate you should receive this within three working days Bion Step 3 Who will collect your smart Seven weeks before the end of your agreement we will forward your details to our Inspection amp Collection Partner BCA Logistics Ltd BCA N B All original equipment accessories and controls must be present and operate correctly including but not limited to spare keys transmitters and codes satellite navigation and in car entertainment system Secure Digital cards Bluetooth and other integrated syst
15. ptable gt A minor amount of scuffing to the door and luggage area treads and sills X Not Acceptable Damaged paintwork down to bare metal and aperture seals that are torn vV Rubber Seals 4 Acceptable gt Normal wear resulting in a minimal amount of minor damage and splits to rubber door and other seals X Not Acceptable gt Evidence of neglect or abuse If a seal becomes displaced it should be refitted immediately to avoid it becoming trapped or torn Charging Cables G You are required to return with the vehicle all charging cables in full working order without alteration J Acceptable gt Surface scoring and light blemishes that reflect normal use X Not Acceptable Any modifications to the cable three pin plug or In Cable Control Unit V gt Evidence of neglect or abuse agian Examples shown are of unacceptable damage Please use the enclosed checklist prior to returning your smart to make sure you tick off all the necessary steps before arranging the return of your smart Vehicle Returns Team 0870 121 0535 To arrange collection of your vehicle discuss any queries regarding the vehicle return standards or vehicle documents enquiries Customer Services for finance 0870 847 0700T All other end of contract enquiries email customerservices mbfs daimler com Lines open Monday to Friday 8 30am 5 00pm calls may be recorded t Lines open Monday to Friday 8 00a
16. rosion Any suspected impact Bridgestone damage should be investigated and dealt with Pa Acceptable professionally by a smart Retailer gt Scuffed sidewalls which can be cleaned X Not Acceptable gt Minor scuffing or damage under 25mm to the i Significant damage or distortion to vehicle alloy or steel rim edge or wheel face chassis components gt Minimum remaining tread of 1 6mm across 75 of the tyre in line with current legislation MOT X Not Acceptable Tyres showing uneven wear indicating steering damage i e tyre tread feathering V gt Remoulds and other substandard tyres gt Any gouge crack cut torn or plugged tyre side wall gt Less than 1 6mm tread depth across 75 of the tyre including spare gt Cracked or distorted wheel trims gt Scuff chips and scratches exceeding 25mm gt Tyres with excessive wear not matching age or mileage of your smart Ae gor repairs on alloys Less than 1 6mm tyre tread Examples shown are of unacceptable damage Oil Leaks A 4 Acceptable gt Some minor oil misting or dampness around seals or gaskets providing oil drips are not present X Not Acceptable gt Any serious oil leakage which should be rectified at the earliest opportunity Luggage Area J Acceptable gt Light soiling from normal use X Not Acceptable gt Torn rubber aperture seals and paint scratched down to the bare metal Door Aperture Tread Area 4 Acce
17. sider acceptable and unacceptable damage These standards can help you avoid any additional charges For visual examples of acceptable and unacceptable wear and tear The following symbols are shown throughout the brochure when the please see the hints and tips enclosed or visit the contract end section is relevant to that vehicle type only section at thesmart co uk existingfinancecustomers Electric drive vehicles only Petrol or diesel vehicles only Please note Anything mentioned in the Not Acceptable section of the following pages will be charged for gt 11 gt gt Fair Wear amp Tear If you are returning your vehicle as part of your contract please ensure that your vehicle meets the Vehicle Return Standards before having it collected by one of our representatives Items to be returned with your Mercedes Benz gt spare Keys gt Transmitter and codes gt Alarm system gt Locking wheel nuts gt V5 log book gt Handbook gt Complete Service Manual Bumpers and Body Mouldings 4 Acceptable gt Scuff marks up to 50mm 2 which do not adversely affect the overall appearance of your smart X Not Acceptable Discoloured loose cracked distorted gouged or split bumpers and mouldings that require replacement plastic welding or painting M gt Dented bumpers and or any dents penetrating through to the base material where painted gt Repairs not conforming to origina
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