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GOFAR Smart Assist Terms & Conditions

Last updated: Nov 2017

GOFAR Smart Assist Roadside Assistance Programme Terms

1. OVERVIEW

1.1 GOFAR Smart Assist is a dedicated roadside assistance service operating across Australia and Tasmania, 24 hours a day, 365 days a year.

1.2 GOFAR Smart Assist is a great service for everyday and occasional drivers who want to know they’ll be helped when the unforeseen affects their car. It is a great complement to GOFAR’s connected car solution.

1.2 Currently GOFAR Smart Assist is only available to GOFAR customers.

1.3 Service is provided by Digicall Assist Pty Ltd, one of Australia’s largest nationwide roadside assist providers, with a network of over 3,000 mechanics, covering over 500,000 Australian drivers.

1.4 If you need assistance first call +61 2 8880 3984 with the registration of Your Nominated Vehicle, telling us where this car is and what’s happened to it. Please stay in a safe location by the car so you can see when assistance arrives.

2. WHAT WE COVER

2.1 We will handle most common breakdown related problems including inflation of a flat tyre, replacement of a flat tyre with the vehicle’s serviceable spare and jump-starting of a flat battery.

2.2 Technical Advice Over The Phone

2.2.1 Our aim is to resolve your problem as efficiently as possible so if we think it will help you, we may provide telephone technical advice regarding your Vehicle.

2.3 Minor Roadside Repairs

2.3.1 We will arrange for minor breakdown related repairs to be carried out at the roadside, (where it is possible and safe to do so).

2.3.2 If major parts or factory diagnostic equipment are required, we will tow the Vehicle to the nearest Authorised Repairer. The cost of towing is included, to the limits specified, under your program entitlements. As it would be normally, the cost of repairs, including labour and any required parts, will be your responsibility.

2.4 Remote Connected Assistance

2.4.1 GOFAR Smart Assist is Australia’s smartest roadside assist programme and GOFAR customers can remotely share their car’s recent diagnostic data (such as battery voltage health or recent engine fault codes). As with any problem, better information leads to faster fixes.

2.4.2 When calling, please tell the operator if you do not want to temporarily share your car’s diagnostic data with the Mechanic.

2.5 Emergency Fuel

2.5.1 If you run out of fuel, we will arrange to deliver enough fuel to get you to the nearest petrol station. We will provide up to $10 of fuel for free.

2.5.2 You must pay for the cost of any fuel beyond this amount, in the unlikely event that more fuel is required

2.5.3 Where government regulations apply (as with LPG vehicles), we will transport your vehicle to the nearest filling station.

2.6 Flat Tyres

2.6.1 If you have a flat tyre, we will arrange for it to be changed with the vehicle’s serviceable spare wheel or transport the vehicle to an approved tyre outlet. Should additional services be required for any reason, such as a replacement tyre, these can be provided but would be at the Driver’s cost.

2.7 Flat Battery

2.7.1 If your battery is flat, then we will provide a jump start. If the battery cannot be charged then we can arrange for a replacement battery. Whilst we do not cover the costs of replacement parts, such as batteries, arranging the replacement for you is part of our service.

2.8 Lost Or Locked Keys

2.8.1 If the key to your Nominated Vehicle has been lost or stolen, we will either arrange for the spare key to be delivered to you by taxi or arrange for a locksmith to attend. We will cover up to $150 towards locksmith costs but You will be responsible for all costs above this level.

2.8.2 In the event you insist that the car be broken into, we will not, under any circumstances, be responsible for any loss or damage that occurs to the Vehicle as a result of this service provision. Due to contractor and vehicle limitations, this break-in service may not be available in all cases.

2.9 Towing

2.9.1 If the car cannot be mobilised on the roadside, we will tow it to the nearest Authorised Repairer as soon as practical.

2.9.2 Towing is provided free of charge in capital cities and major metropolitan areas for up to 20km from the breakdown location. In the country, we will tow for up to 100km from the breakdown location. Above this distance you will be responsible for any extra costs.

2.10 Number of call outs

2.10.1 You are entitled to unlimited call outs in one calendar year for your Nominated Vehicle. Please note pre-existing issues including repeat calls for fuel related issues will be at your cost.

2.11 National Coverage

2.11.1 We will provide roadside assistance where the vehicle is located on any gazetted public road in mainland Australia or Tasmania.

3. WHAT WE DON’T COVER

3.1 We do not cover vehicles that are:

3.1.1 Unattended

3.1.2 Unregistered

3.1.3 Over 3.5 tonnes

3.1.4 Not registered on our system

3.1.5 Not in a roadworthy, well maintained condition

3.1.6 Involved in any way in any form of racing or motor sports

3.1.7 Operating as taxis, limousines, rental or hire vehicles or for any other commercial use

3.1.8 Modified, large or heavy enough to require a specialist or heavy haulage towing provider

3.1.9 Immobile in a workshop while being repaired or undergoing mechanical or electrical repairs at your premises

3.1.10 With pre-existing mechanical conditions

3.1.11 Older than 12 years old

3.1.12 located in a restricted access area, private property or bogged – except where we can enter the premises and you are willing to cover any associated costs

3.1.13 located in an area that a two-wheel drive recovery vehicle cannot access.

3.2 We do not cover service calls that are the result of:

3.2.1 failure to use reasonable care, such as repeatedly running out of fuel

3.2.2 failure to carry out regular, preventative vehicle maintenance

3.2.3 inappropriate maintenance or repair, whether intentional, negligent or otherwise

3.2.4 incorrect fuel or contaminated fuel added to the fuel tank

3.2.5 owner or driver related faults

3.2.6 failure to follow the instructions of the vehicle manufacturer, repairer or us

3.2.7 non-genuine, inappropriate or incorrect fitting of parts or accessories

3.2.8 accident damage, break-in or attempted break-in of your vehicle

3.2.9 breakdowns that are associated with any attached caravan or trailer or their couplings.

3.3 We won’t provide our service when:

3.3.1 unexpected or disruptive events such as war, strikes, storms or other acts of God prevent us from assisting you.

3.3.2 circumstances are beyond our control — such as extraordinary delays caused by extreme weather conditions, a severe accident or traffic congestion.

3.3.3 there are inadequate resources in the area you have broken down — for example there are no tow trucks or repairers available.

4. YOUR RESPONSIBILITY FOR COSTS

4.1 You are responsible for all costs of parts, labour and any other associated costs, relating to the management and repair of your vehicle after a breakdown whether the repairs are carried out by the nearest Authorised Repairer or otherwise.

4.2 We will not be liable for any indirect or consequential loss or damage that arises from providing or failing to provide any of the benefits or services whether arising from negligence or otherwise. We assume no responsibility for any advice or assistance given by any independent service provider for the services rendered.

5. ACTIVATION, RENEWAL, TRANSFER OR CANCELLATION OF YOUR ROADSIDE ASSIST POLICY

5.1 Programme Activation

5.1.1 Commencement of your cover starts 48 hours after your program has been activated.

5.1.2 The programme is activated by paying the required fee and providing the basic information requested in the activation email.

5.2 Renewal

5.2.1 To ensure you have appropriate assistance protection, GOFAR Smart Assist will automatically renew every 12 months. You will be issued with advanced notification of your program renewal a minimum of 30 days prior to your entitlement end date. Payment for renewal will be processed via your nominated credit card.

5.3 Cancellation

5.3.1 You may cancel your GOFAR Smart Assist at any time after the initial 12 months or within 30 days of you receiving your renewal notification by emailing support@gofar.co

5.3.2 Any approved refund will be provided on a pro-rata basis to your nominated credit card.

5.4 Transfer

5.4.1 This program is not transferable. If you sell your vehicle no refunds are available from GOFAR Smart Assist or its partners within the first 12 months.

IF YOUR DETAILS CHANGE…

6.1 You must advise GOFAR Smart Assist, by emailing support@gofar.co, if you change your vehicle, home address or preferred contact details immediately.

6.2 Membership services cannot be provided to any vehicle which is not correctly registered with us.

DEFINITIONS

7.1 The following words have these meanings throughout this document.

7.2 “Accident” means a collision between the customer’s vehicle and another vehicle or object or an attempted break in or theft of the Vehicle.

7.3 “Authorised Repairer” means a motor vehicle dealer or repairer which has been authorised by Roadside Response to perform temporary repairs to mobilise the Vehicle after a Breakdown.

7.4 “Breakdown” means a mechanical or electrical failure, which causes the Vehicle to be immobilised or renders it unsafe to drive, provided this is not occasioned by attempted theft or Accident related damage. A Breakdown may also mean a driver-related incident including, but not limited to, basic call outs such as a deflated tyre, locked or lost keys, insufficient fuel or flat battery.

7.5 “Callout”: roadside assistance provided by our customer service assistant over the telephone, through our apps or website or by us or a service provider at or from the breakdown location.

7.6 “Customer” means the driver of a Vehicle registered under the Program and authorised to drive the Vehicle by the owner and is duly licensed to drive the Vehicle under the relevant provisions, laws and regulations of Australia.

7.7 “Mobile or Mobilised”: means moving or capable of moving using the vehicle’s own power and as intended by the manufacturer when operating normally. “Immobile” and “Immobilised” have the opposite meaning.

7.8 “Programme” means the programme of assistance Services to be provided by Roadside Response and its approved service providers to the Customer as described in this Agreement.

7.9 “Recovery” means the relocation of the Vehicle by a towing operator or Vehicle transport company (road or rail) of the Vehicle back to a Roadside Response authorised service centre, authorised repairer, the owner’s home or intended destination as deemed appropriate by Roadside Response.

7.10 “Restricted access area”: an area that is protected by security and/or other systems designed to prevent access by unauthorised people and includes areas that we do not have permission to enter (including but not limited to airports, sporting venues, protests, airports, and concerts).

7.11 “Roadside Assistance”: the roadside vehicle assistance available 24 hours a day, 365 days a year.

7.12 “Service Area” means the area in mainland Australia, Tasmania that is trafficable by a two-wheel drive recovery vehicle or an island that is accessible by a two-wheel drive vehicular bridge (excludes ferries).

7.13 “Serviceable spare”: a wheel and tyre that is ready and able to be fitted to mobilise your vehicle after changing a flat tyre.

7.14 “Tow”, “Transport” means that the Vehicle will be towed or transported by the most appropriate equipment available, dependent on the services available, the location of the Vehicle and the time that the Breakdown occurs.

7.15 “Vehicle” means any duly registered motor vehicle (excluding Vehicles greater than 3.5 Tonnes, Taxis, Rental or Hire Vehicles) being used by the Customer and covered under the program, and complying with the relevant provisions, laws and regulations for road worthiness and use.

7.16 “we” or “us” or “our”: Digicall Assist Pty Ltd, our employees, agents, contractors, and related companies.

7.17 “you” or “your”: the user of the Apps or Website who requires or may require roadside assistance.

GOVERNING LAW

8.1 The use of the Services and the Hardware are governed by the laws of the State of New South Wales, Australia without regard to the principles of conflicts of law. You agree to submit to the non-exclusive personal jurisdiction of the courts exercising jurisdiction in the state of the New South Wales, Australia for the purpose of resolving any dispute relating to your access to or use of the Service or Hardware.

CONTACT US

9.1 At GOFAR, we welcome your comments, feedback and suggestions regarding our products and services. If you have any questions or comments, feel free to write to us at support@GOFAR.co. By writing to us, you acknowledge that we may use the information you provide to improve our product and services and for any other purposes we see fit. Any personal information you provide may only be used in accordance with our Privacy Policy.

IMPORTANT INFORMATION

These terms and conditions are current as at Jan 29 2018. GOFAR Smart Assist is provided by Digicall Assist Pty Ltd

For more information see www.gofar.co/assist

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