How will you make sure I get my car in pristine condition?
The Hippo 172-pre-purchase check is an inspection we conduct on all our vehicles. It ensures all parts are in working condition and that there’s no damage to the car that could put your safety at risk. Also, you want a vehicle that doesn’t come with issues – which our test will take care of.
Does your 172-point check include servicing?
If your vehicle requires servicing in under six months or 6,000 miles, we’ll do it before collection/delivery. Should it be greater than that, we’ll do a health check instead. If you’d like to know more about your vehicle’s service history, ask your account manager before buying the car, or look for its service booklet if you already have the car.
Do you offer maintenance packages?
We offer maintenance packages, but we tailor them to every car, so you get the best care available. Speak to your account manager if you’d like to add a maintenance package to your agreement, and they’ll give you specifications and a price.
What type of warranty do I get on a vehicle?
All our used cars come with a complimentary six-month warranty to give you complete peace of mind. If you buy a new or nearly-new car, you’ll benefit from the balance of the manufacturer’s warranty.
What do I do if I have a problem with my vehicle?
If you have a problem with your car and it’s under warranty, you can take it to a VAT approved garage and either the manufacturer or we’ll cover the cost, either by card or bank transfer. If it isn’t under warranty, you’ll have to take care of the repairs.
Hippo Help page
Who do I contact if I have an enquiry about my warranty?
If you have any questions surrounding your warranty, you can either speak to us via our Hippo Help page or consult your warranty’s terms and conditions, which we sent via email when you took out a policy.
Hippo Help page
What is an extended warranty?
You can choose to extend your warranty if you wish. It’s beneficial if you’re leasing or buying a used vehicle or one which doesn’t come with a manufacturer’s warranty. By extending your warranty, you can secure complete peace of mind motoring for the entirety of your vehicle ownership. Speak to your account manager for more information about extending your warranty and how much it will cost.
Does my warranty cover the tyres and brakes?
Tyres and brake pads aren’t covered in your warranty because we class them as wear and tear. Tyres and brake pads are, however, covered in a maintenance package.
Does my warranty cover diagnostics charges?
Your warranty doesn’t cover diagnostics charges.
If I don’t like my car, can I exchange it?
We offer a 14-day money-back guarantee on all our vehicles. If you’re not happy, you can return it. If you change your mind after that, you may be able to part exchange your vehicle depending on your contract or hand it back. That is down to your finance company’s terms.
If I don’t like my car, can I get my money back?
Yes, we offer a 14-day money-back guarantee on all our vehicles. That means if you don’t like your new car after it’s delivered, as long as you let us know within the first fourteen days, you can return it. If it’s after the first fourteen days, you’ll have to speak to your lender if you wish to return it.
How does the 14-day money-back guarantee work?
The 14-day money-back guarantee is in place to make sure you’re happy with your new car after it's delivered. If there’s a problem that can’t be fixed or if you don’t like your new car, let us know within the first fourteen days, and we’ll organise a return and refund.
Who’s responsible for servicing and MOT?
Responsibility for servicing and MOT is yours. If you’re buying a new car, you won’t need an MOT for three years as they’re exempt, but any vehicle older than three years requires an MOT. While servicing isn’t a legal requirement, we’d advise owners to keep their cars in the best condition they can to avoid breakdowns and depreciation. Also, if you lease your vehicle, you’re contractually obliged to service the vehicle.
Do your cars come with an MOT?
New cars don’t require an MOT for the first three years, but if your vehicle is older than that when we deliver it, it’ll come with at least six months MOT.
Check your MOT status online
Can I use a different garage for MOT and servicing?
You can use a different garage for repairs, services and MOTs if you can’t get to our state-of-the-are preparation centre in Lancashire.
Are there any admin fees, and what do they cover?
We charge an admin fee of £49.99 to produce the relevant vehicle documentation and reserve the vehicle in your name.
Do I have to reserve a vehicle?
Yes, if you want to buy a car, we always ask that you reserve it. That way, you know it’s yours, you can take your time to read through your finance and vehicle documentation, and you’re never left disappointed.
Do I have to pay to reserve my vehicle?
Yes, you do have to pay to secure your vehicle. We take a £234 processing fee when finance is approved on a new car and a £49.99 fee to reserve a used car. Neither of these costs goes towards the cost of your finance agreement.
What happens to my reservation fee if I want to cancel?
Unfortunately, your reservation fee is non-refundable. So, if you choose to cancel after you’ve paid your reservation fee, you won’t receive a refund.
Are my reservation fee and deposit the same thing? And if not, which do I have to pay first?
No, your reservation fee isn’t the same as your deposit. Your reservation fee is to secure your vehicle, whereas your deposit goes towards your finance cost. You pay the reservation fee before you pay your deposit.
What is GAP insurance, and do I need it?
Guaranteed asset protection is a safety buffer for the event of your car being written off or stolen. Often, the insurance payout doesn’t cover the full finance amount, which means you may still owe finance on the car after receiving your insurance payout. GAP exists to ensure you can cover the cost with an additional payment.