SOGO Mobility - Joint Guides

Industry Fair Wear and Tear Standards Licensed to SOGO Mobility Limited

Cars

LCVs

Licensed to SOGO Mobility Limited

BVRLA Fair Wear & Tear Guide: Cars

Contents The aim of this guide

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The BVRLA Fair Wear & Tear Standard

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What does the BVRLA Fair Wear & Tear Guide contain?

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Tyres and wheels

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General appearance and road safety

Advice for customers during the term of the vehicle lease

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Maintenance, servicing and repairs

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Mechanical condition

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Personal number plates

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Documentation

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Performance modifications

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Appraisal tips for customers before returning a lease vehicle

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Appearance

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Vehicle underside

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Vehicle keys

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Vehicle interior

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Paintwork, vehicle body, bumpers and trim

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Advice for customers on the day the vehicle is returned

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End of lease charges

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Why do we have end of lease charges?

What BVRLA members must do

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BVRLA Code of Conduct

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Glossary

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About the BVRLA

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In case of a dispute BVRLA dispute resolution process

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Chips, Dents, Scratches Unpainted mouldings and wheel arch trim Badges, emblems and labels Soft and hard top convertibles Tow bars After-market accessories

Windows, glass, door mirrors and lamps

Panoramic roofs Windows/windscreens The Driver’s Line of Vision Door mirrors Lamps and lenses

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Tyre wear and damage Wheels and wheel trims

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Passenger area, seats, headrests and trim Door aperture, boot, boot liner and luggage area

Equipment and controls

In-car entertainment equipment, telephones, navigation systems and battery charging leads Driver safety equipment

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© COPYRIGHT 2022

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

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BVRLA Fair Wear & Tear Guide: Cars

The aim of this guide The aim of the BVRLA Fair Wear & Tear Guide is, firstly, to provide information to customers about looking after a leased vehicle so that end of lease charges can be avoided and, secondly, to provide an industry-wide, accepted standard that defines fair wear and tear on passenger cars when they are returned at the end of a lease contract or finance agreement.

This guide covers all passenger vehicles, including multiple passenger vehicles with up to eight seats. Separate Fair Wear & Tear Guides are available for light commercial vehicles, and for commercial vehicles and minibuses.

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Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle.

When BVRLA members review deterioration in the vehicle’s condition at the end of a contract or finance agreement, they consider the age, mileage and whether the vehicle has been looked after sufficiently.

This Fair Wear & Tear Guide is produced by the British Vehicle Rental & Leasing Association (BVRLA) with the assistance of a specialist working group drawn from BVRLA members and independent market experts.

Fair wear and tear should not be confused with damage, which occurs as a result of a specific event or series of events, such as an impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.

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What does the BVRLA Fair Wear & Tear Guide contain?

BVRLA Fair Wear & Tear Guide: Cars

What does the Fair Wear & Tear Guide contain?

It contains advice and guidance that customers can use throughout the period of the vehicle contract. For example, tips on looking after the vehicle, information customers should know at the start of the lease, tips on appraising the vehicle’s condition at the end of the lease, and what to expect on the day the vehicle is returned. It also shows how to complain if things go wrong.

The guide also contains the BVRLA Fair Wear & Tear Standard, which defines the industry standard at return for every aspect of the vehicle’s condition. For ease of reference, the condition of the vehicle is considered under the following headings:

› General appearance, road safety, documentation and keys

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› Paintwork, vehicle body, bumpers and trim

› Windows, glass, door mirrors and lights

› Tyres and wheels › Mechanical condition

The person named on the contract (referred to herein as the ‘customer’) should be clear at the outset of the lease or finance agreement about their obligations to ensure that the vehicle is appropriately looked after and returned in the required condition.

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If a company car, the employer may outline preventative vehicle maintenance and road safety measures that need to be undertaken on a daily or weekly basis.

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Those personally leasing the vehicle and responsible for its maintenance and upkeep should consult the leasing company or service provider for advice and ensure that the advice is followed.

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› Vehicle interior › Equipment and controls

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

Advice for customers during the term of the vehicle lease

BVRLA Fair Wear & Tear Guide: Cars

Advice for customers during the term of the vehicle lease Advice about looking after the leased vehicle can be obtained from a number of sources, including the vehicle’s handbook. The leasing provider will take care of routine servicing and maintenance if the vehicle is on a maintenance-inclusive contract or a fleet-managed arrangement. Leasing providers may provide advice and guidance to help customers look after their vehicle if asked to do so.

The lease provider should:

› at the start of the contract, supply information on the

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return standards required by the leasing company.

5 The customer should:

› use, maintain and look after the vehicle in accordance with the vehicle manufacturer’s guidelines;

› follow the advice provided to keep the vehicle in good

condition, help maintain its performance, and preserve its safety features and emissions standards. Looking after the vehicle appropriately will minimise any potential charges at the end of contract;

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› follow the manufacturer’s recommendations regarding fuel and fuel blends, additives such as Adblue, lubricants and battery recharging (if an electric or hybrid vehicle), because the vehicle’s warranty may be invalidated, and long-term damage caused, through inappropriate use of fuels, additives, lubricants and battery usage;

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Advice for customers during the term of the vehicle lease (continued)

BVRLA Fair Wear & Tear Guide: Cars

Advice for customers during the term of the vehicle lease (continued) › report any suspected manufacturer’s faults identified on any part of the vehicle, its bodywork or trim, to the leasing company as soon as possible to get the issue resolved;

› be aware that adjusting or blocking the vehicle’s odometer (‘mileage clock’) before return is not permitted.

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Personal number plates Customers should liaise with the leasing company 10 to 12 weeks before the end of lease to ensure that any personal number plate is transferred from the lease vehicle to a new one.

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Appraisal tips for customers before returning a lease vehicle

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: Cars

Appraisal tips for customers before returning a lease vehicle › Carry out an appraisal of the vehicle

10 to 12 weeks before the vehicle is due for return. This will allow you to arrange to have any damage rectified and missing items replaced.

› Before appraising the vehicle, make sure that it has been washed and is thoroughly clean, but remember to allow time for it to dry. Water on the paintwork can mask faults.

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› Choose a time and place with

good light. This is how the leasing company will examine your vehicle.

Appraisals carried out in poor light invariably miss some faults.

› Check the terms of your contract for information on the return standard required and consult with your leasing company or finance house if you are in any doubt.

› Check the tyres (including spare) for damage. Check that the wear on the tread across each tyre is even.

› Walk all the way around the vehicle and examine closely each panel, including the roof, bonnet, doors and body, for significant damage.

Observe where the light is reflected differently from any dents and scratches.

› Crouch or kneel down at the front and rear of the vehicle and look along each side. This will help you see scratches and dents that may otherwise be difficult to spot.

› Inspect lamps, lenses, windows and

mirrors for chips, cracks and holes.

› Inspect wheels, wheel rims and wheel hubs, and spokes, for scratches, rust and corrosion.

› Check upholstered areas for odours, tears, burns, stains and wear.

› Inspect all controls, including audio

equipment and accessories – they should be present and fully functional.

› Clean and valet the interior. › It is important to appraise the

vehicle as honestly as you can – be objective. Ask a friend or colleague to help you.

› Check your vehicle against the

BVRLA Fair Wear & Tear Standard.

› Arrange to repair areas of damage

and replace missing equipment and accessories before the vehicle is returned, ensuring that any work carried out is done to a professional standard by a repairer who can provide a transferable warranty for the work.

Of course, you may decide you want to keep the vehicle because you know its history. Contact your leasing company – it may offer this vehicle, or others like it, at very attractive prices.

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Advice for customers on the day the vehicle is returned

BVRLA Fair Wear & Tear Guide: Cars

Advice for customers on the day the vehicle is returned › On the day the vehicle is

returned, it must be in a safe and roadworthy condition with all keys, equipment, accessories and documentation present.

› The leasing company will arrange

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collection of the vehicle at the end of contract. All readily apparent damage and wear, including that deemed normal wear and tear, will be documented when the vehicle is collected. The customer will be given the opportunity to agree with the condition of the vehicle at the point of collection. The leasing company will then be able to carry out a final assessment of the vehicle to calculate what end of lease charges, if any, are payable.

› Point out any unrepaired wear or

› If you cannot be present during

the collection of the vehicle, or if other conditions, eg poor weather, prevent the vehicle from being inspected, the leasing company will issue a written condition report of the vehicle and advise of any charges that may subsequently become due, together with summary details of those charges, including repair method/ type, along with photographic evidence.

› Ensure all personal belongings

are removed from the vehicle, eg sunglasses, SD cards, music CDs. Don’t forget to remove any item, including paperwork and other correspondence, that could reveal personal data about you, your family or friends.

› Remove personal keys from the

vehicle’s key fob. Delete any personal information from the vehicle’s on-board systems using the ‘factory re-set’ facility. Ask the leasing company for advice if you experience any difficulties.

› Discs for satellite navigation should be left in the vehicle.

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› The vehicle’s number plate should

be intact and as per the standard set out in the Road Vehicles (Display of Registration Marks) Regulations.

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damage to avoid problems later.

End of lease charges

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: Cars

End of lease charges Customers must be advised what to expect when the vehicle is collected. Some leasing companies arrange a full vehicle inspection and condition report upon collection. Other leasing companies will collect the vehicle, make a note of its condition by recording all readily apparent damage and missing equipment and complete the final inspection later at the leasing company’s nominated site.

Customers can expect to be treated fairly.

It is recommended that the customer (or a nominated representative) is present when the vehicle is collected.

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If the vehicle is not sufficiently clean to allow a detailed inspection, the collection process may need to be aborted and a charge may be applied.

Customers will be asked to agree to postpone the inspection and to sign the condition report to that effect.

If the BVRLA member intends to apply any charges, for example for excess mileage, damage or missing equipment, the customer must

be advised no later than four weeks after the vehicle is collected or returned. The customer may be advised at the time the vehicle is collected or returned.

If charges are being applied, the BVRLA member should provide a summary breakdown of the charges, including the repair method/type of repair. Customers should also be provided with photographic/video or other documentary evidence to help justify or support the charges made.

Customers should also be advised of their right to query any end of lease charges.

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End of lease charges (continued)

BVRLA Fair Wear & Tear Guide: Cars

End of lease charges (continued) Why do we have end of lease charges?

End of lease charges are applied when the vehicle, its equipment and accessories are not used, maintained or looked after as originally agreed at the start of the lease. These charges compensate the leasing company for the cost of rectifying damage and replacing missing items, such as keys, parcel shelves, etc.

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Customers can expect to incur end of lease charges if there is no evidence that the vehicle has been serviced and maintained according to the vehicle manufacturer’s guidelines.

Charges can still be applied at end of lease in cases where the leasing company decides for commercial reasons not to repair damage or to replace missing equipment before the vehicle is sold.

Customers are not charged at end of lease for any refurbishment that arises from normal wear and tear.

Customers can arrange to repair any damage that is outside the agreed return standard before returning the vehicle, provided the repairs are carried out to a professional standard by a reputable repairer who can provide a full transferable warranty on their work.

What BVRLA members must do On entering the lease agreement, BVRLA members must clearly explain:

› their end of lease vehicle return standard;

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› the required condition of the vehicle;

› the presence and condition of any

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vehicle keys and accessories;

› how they require you to look

after the vehicle (eg servicing and maintenance) during the term of the contract.

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BVRLA Code of Conduct

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: Cars

BVRLA Code of Conduct BVRLA members are obliged under the BVRLA Code of Conduct to trade fairly and responsibly in all dealings with their customers. The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and the provision of high-quality vehicles and customer service. The Code of Conduct sets out the standards that BVRLA members must comply with regarding pre- and post-contract procedures, level of customer support during the contract period, and how customer complaints should be handled.

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In case of a dispute

BVRLA dispute resolution process

In the event of a dispute about the condition or damage to the vehicle, customers have the right to pay for a review of the documents and photographic evidence by an independent qualified engineer, eg an engineer who is unrelated to the original inspection and agreed by both parties. The engineer’s decision will be binding on both the customer and the BVRLA member.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

If the engineer finds in the customer’s favour, the BVRLA member will refund the reasonable cost of the examination.

Those who are unhappy with the service received by a leasing company should in the first instance inform the company of the issue to give them a chance to resolve the matter. Contact them in writing, explaining the issue and how you would like them to put things right.

If an issue remains unresolved and the final response from the leasing company is deemed unsatisfactory, the customer can escalate a complaint to the BVRLA Alternative Dispute Resolution (ADR) service as long as the leasing company is a BVRLA member.

Customers of BVRLA members have access to the ADR at no cost. The ADR is a restorative justice service, not a compensatory scheme.

Further information on the ADR service is available here: bvrla.co.uk/consumer-advice

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The BVRLA Fair Wear & Tear Standard

The BVRLA Fair Wear & Tear Standard General appearance and road safety

All electronic safety features and advanced driver assistance systems that help the driver, eg parking sensors, cruise controls, lane departure and collision warnings, must be in working order.

There must be no rust or corrosion on any part of the bodywork,trim of the vehicle, or on the alloy wheels.

The vehicle must be roadworthy, and no warning lights should be illuminated.

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There must be sufficient fuel (fuel warning light must not be illuminated) or full charge in the battery, if an electric vehicle, to bring about the vehicle collection or return.

Maintenance, servicing and repairs The vehicle must have been serviced and looked after according to the manufacturer’s servicing/ maintenance schedule.

The service book, if originally supplied with the vehicle, must be present and date-stamped by the repairer or workshop as evidence that the services have taken place. If the service record is kept electronically, the customer must produce evidence that the vehicle has been serviced and maintained according to the

vehicle manufacturer’s service and maintenance schedule. Appropriate evidence would include hard copies of the service record or invoice clearly showing the date, vehicle mileage reading and the repairer/ service agent’s stamp. Customers must remove any sensitive personal information from such documents.

Any repairs made to the vehicle before its return must be to a professional standard by repairers who can provide full warranty

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on their work. Sustainable repair initiatives, such as green parts can be used provide they are Original Equipment Manufacturer (OEM) green parts and the repairer provides a full warranty on their work.

Unauthorised odometer changes and mileage blockers are not acceptable.

Any odometer malfunctions must have been reported to the leasing company. The customer fully warrants that the mileage reading at the time the vehicle was collected is correct.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Documentation

Appearance

All vehicle documentation must be intact and present in the vehicle when it is returned including:

The vehicle’s exterior must be sufficiently clean, and allow sufficient space around the vehicle (2 metre space at least) to allow a detailed inspection.

› the V5C vehicle registration

document (where appropriate)

receipt (where appropriate) › MOT

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manual (where supplied) › operation

record booklet › service

(where supplied)

› any other documents relating to the vehicle and its equipment, eg certificate of recalibration, details of the audio equipment and any security codes

The inside should have been valeted and must be cleared of rubbish.

If the vehicle contained a smoker’s pack, the ashtrays must be emptied and the cigarette lighter present.

Vehicle keys A full set of keys, including the spares and locking wheel-nut keys, should be returned if originally supplied.

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The BVRLA Fair Wear & Tear Standard (continued)

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Paintwork, vehicle body, bumpers and trim There must be no rust, corrosion or discolouration on any painted area, including painted bumpers, body mouldings and mirrors.

Repaired chips, scratches and dents are acceptable provided the work is completed to a professional standard by repairers who can provide full warranty on their work.

Obvious evidence of poor repair, such as flaking paint, preparation marks, paint contamination, rippled finish or poorly matched paint, is not acceptable.

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Chips Chips of 3mm or less in diameter are acceptable provided they are not rusted. A maximum of four chips on any panel, six chips per door edge and eight chips on any forward-facing panel is permitted.

Dents Dents of 15mm or less in diameter are acceptable provided there are no more than two per panel and the paint surface is not broken.

Scratches Surface scratches of 25mm or less where the primer or bare metal is not showing are acceptable provided they can be polished out. A maximum of four surface scratches on one panel is acceptable.

Measuring chips, dents and scratches

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Chips within dents are not acceptable.

Dents on the roof or on the swage line of any panel are not acceptable.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Paintwork, vehicle body, bumpers and trim (continued) Unpainted mouldings and wheel arch trim Scuffs and scratches of 25mm or less are acceptable provided the moulding or trim is not broken, cracked or deformed.

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Badges, emblems and labels Badges, emblems, labels, logos, advertising livery and wrapping applied by the customer to the bodywork or glass of the vehicle should be removed before returning the vehicle. Removing badges, emblems, labels, logos, advertising livery and wrapping must be done professionally and the vehicle returned to its original colour and condition unless otherwise agreed in writing with the vehicle leasing company.

Any damage caused by fitting or removing badges, emblems, labels, logos, advertising livery and wrapping, including faded paintwork, is not acceptable.

Soft and hard top convertibles Convertible roofs must be fully operative and free from damage, rips and tears. The rear window must not be cracked or creased. Accessories originally supplied, eg wind deflectors, must be present and in good condition.

Tow bars Tow bars must only be fitted with approval from the leasing company. If fitted, a tow bar must be in good, rust-free condition, with electrical connections that work properly.

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A ball cover must be in place.

After-market accessories After-market accessories such as bonnet louvres, spoilers or body kits must only be fitted with approval from the leasing company.

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The BVRLA Fair Wear & Tear Standard (continued)

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Windows, glass, door mirrors and lamps Panoramic roofs The roof must be fully functioning, with no chips, cracks or holes.

Surface scratches of 40mm or less are acceptable provided they can be polished out.

Inner blinds must be returned in working order, if originally supplied.

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Windows/windscreens Windows/windscreens must be in a condition capable of passing an MOT. Light scratching is acceptable provided it does not interfere with the driver’s line of sight and the heating elements and the ADAS (automated driver assistance systems) still work properly.

The vehicle’s ADAS (automated driver assistance systems) must have been recalibrated according to the vehicle manufacturer’s recommendations if any component part, including windscreen(s) have been replaced.

Damage in excess of 10mm in the driver’s line of vision (a vertical strip 290mm wide centred on the steering wheel), or in excess of 40mm elsewhere in the area swept by the vehicle’s wiper blades, is not acceptable (See diagram on page 18.)

Repaired damage is acceptable provided repairs are to a professional standard, repairs do not interfere with vision, and the work is warrantied.

Windscreen wipers must be present, secure and in good condition so that they can clear the windscreen and give the driver a clear view of the road ahead.

The washer reservoir must have sufficient liquid to clear the windscreen when working in conjunction with the windscreen wiper blades.

Tinting of windows/windscreen must only be carried out with approval from the leasing company.

Excessive tinting is not acceptable.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Windows, glass, door mirrors and lamps (continued) Max 10mm

290mm

Door mirrors Missing, cracked or damaged door mirror glass and housing units are not acceptable.

If adjustable and/or heated door mirrors, they must work correctly.

Max 40mm

17 Centre of driver’s line of vision

The Driver’s Line of Vision Damage in excess of 10mm in the driver’s line of vision (a vertical strip 290mm wide centred on the steering wheel), or in excess of 40mm elsewhere in the area swept by the vehicle’s wiper blades, is NOT ACCEPTABLE.

Camera mirror systems must be intact and in working order if originally supplied. Damage to camera mirror systems is not acceptable.

Lamps and lenses All lamps and lamp units must work. Minor scuff marks or scratches of 25mm or less are acceptable. Holes or cracks in the glass or plastic covers of lamp units are not acceptable.

Water ingress within lenses is not acceptable.

Where fitted, the vehicle’s ADAS (automated driver assistance systems) must have been recalibrated following the replacement of a lamp or lamp unit.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Tyres and wheels

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Tyre wear and damage All tyres, including any spare, must meet minimum UK legal requirements and comply with the vehicle manufacturer’s recommendations of tyre type, class*, size and speed rating for the vehicle. Any replacement tyres must be to the same specification as those originally supplied on the vehicle.

There must be no damage to sidewalls or tread, or any cracking.

Evidence of uneven wear due to under- or over-inflation or incorrect steering geometry is not acceptable.

The following are typical examples of what happens to tyres if the above has occurred:

› Over-inflation = centre of tyre excessively worn

Tyre Labelling Regulations describe the performance of a vehicle’s tyres according to three factors:

› Under-inflation = both outer edges

FUEL EFFICIENCY (the tyre’s rolling resistance),

› Incorrect steering geometry = the

VEHICLE SAFETY (the tyre’s wet grip) and EXTERNAL ROLLING NOISE (expressed in decibels).

Replacement tyres should be in the same class as those which are sold on the new vehicle.

of tyre unevenly worn

inner or the outer edge of the tyre unevenly worn.

and on alloy wheels/wheel hubs are acceptable.

Any damage to the wheel spokes, wheel fascia, or hub of the wheel/ alloy is not acceptable. There must be no rust or corrosion on the alloy wheels/wheel hubs.

The spare wheel, including ‘spacesaver’ jack and other tools, must be intact, stowed properly and in good working order.

Wheels and wheel trims Dents on wheel rims and wheel trims are not acceptable.

The emergency tyre inflation kit, if supplied when new, should be in full working order, serviceable and ready for use.

Scuffs up to 50mm on the total circumference of the wheel rim

A canister that has been partially or fully discharged must be replaced.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Mechanical condition The vehicle should be returned in a safe, legal and reliable mechanical condition, capable of passing an MOT test.

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The vehicle’s engine and brake management system should not be displaying any warning light, eg diesel particulate filter (DPF), tyre pressure system (TPS), or oil pressure. If a warning light is illuminated, the vehicle may not be driveable and the collection process abandoned, in which case a fee may be charged.

Advisory illuminated alerts are acceptable, eg countdowns to the vehicle’s next service.

Fluid leaks such as oil, coolant and brake fluid are not acceptable.

The following items are not acceptable fair wear and tear, because the customer has neglected

Performance modifications to service the vehicle and/or failed to action warning messages from the vehicle management system:

› brakes: eg grooved brake discs or drums caused by excessive wear or metal to metal contact from worn out disc pads;

› engine: eg seized or damaged due

to running vehicle with insufficient coolant or oil, or with broken internal components;

Performance modifications must only be carried out with approval from the leasing company.

Vehicle underside Any impact damage to the vehicle’s underside is not acceptable.

Catalytic converters not working because of obvious abuse or damage are not acceptable.

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› manual transmission:

eg clutch slipping, noisy clutch or gearbox, or excessively worn or ineffective synchromesh;

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› automatic transmission:

eg noisy gearbox or torque converter, abrupt gear changes, or loose gear linkage.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Vehicle interior Passenger area, seats, headrests and trim The interior upholstery and trim must be clean and odourless with no burns, scratches, tears, dents or staining.

Measuring chips, dents, scratches and scuffs

Carpets should not have holes. All seats and headrests originally supplied must be present.

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Interior fittings such as seat belts, rear view mirrors, courtesy lights, sun visors, door bins, etc, must be present, intact and free of damage.

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Door aperture, boot, boot liner and luggage area Scratches on treads, sills and seals that reflect normal use are acceptable.

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Torn or split floor coverings and damaged surrounding trim panels are not acceptable.

Accessories such as parcel shelves, load covers, boot liners, restraining straps and nets must be returned with the vehicle.

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: Cars

The BVRLA Fair Wear & Tear Standard (continued) Equipment and controls In-car entertainment equipment, telephones, navigation systems and battery charging leads All original equipment, accessories and controls must be present and operate correctly (including satellite navigation discs, Secure Digital (SD) cards and remote units, headphones, battery charging leads, Bluetooth and other integrated systems).

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Damage to electric vehicle battery charging leads, plugs and sockets is not acceptable. If originally supplied, both fast and slow charging leads must be present.

All personal data such as home address, credit card details etc. should be removed from satellite navigation systems and on-board computers. A factory reset should be performed to ensure that personal data is not passed on to future vehicle owners.

If accessories or non-standard equipment have been wired-in or mounted on the dashboard, any holes or other damage must be neatly repaired when they are removed.

Aerials must be left in place or the hole must be neatly repaired.

Fuel caps and covers and fuel flaps must be present and intact if originally supplied.

Driver safety equipment All original fitted electrical equipment, including reversing cameras, indirect vision cameras/camera mirror systems, adaptive speed controls, speed limiters and lamps, should be present and fully functioning. Any replacements fitted must be of a similar standard and specification to that originally supplied.

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Glossary

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BVRLA Fair Wear & Tear Guide: Cars

Glossary ADR Alternative Dispute Resolution. The BVRLA’s service is approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

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Code of Conduct BVRLA rental and leasing members adhere to a mandatory Code of Conduct. This provides customers with the reassurance that the company they are dealing with is committed to delivering the highest industry standards of professionalism and best-practice. Full details can be found on the BVRLA website.

Chip Removal of the surface material (glass or paintwork) in a concise area.

Dent Deformation of the surface structure, usually caused by impact damage.

Scratch A mark or score with raised edges in the surface material glass or paintwork.

Scuff Light scraping of top surface not penetrating base material.

Smart Repair Small and medium area repair technique; a cost-effective way of repairing chips, dents and scratches.

Space-saver Wheel Space-saver wheels are designed for temporary use, to get the driver to a place of repair.

Swage Line Folded edge on a panel of the vehicle.

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Warranty A written promise to repair or replace a component or to do a piece of work again if it is not satisfactory.

About the BVRLA

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: Cars

About the BVRLA Established in 1967, the British Vehicle Rental & Leasing Association (BVRLA) is the UK trade body for companies engaged in vehicle rental, leasing and fleet management.

The BVRLA represents over 1000 companies engaged in vehicle rental, leasing and fleet management. Our membership is responsible for a combined fleet of four million cars, vans and trucks – one-in-ten of all vehicles on UK roads.

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BVRLA members represent the demand-side of the automotive industry, buying around 50% of new vehicles, including over 80% of those manufactured and sold in the UK. In doing so, they support almost 500,000 jobs, add £7.6bn in tax revenues and contribute £49bn to the UK economy each year.

Together with our members, the association works with policymakers, public sector agencies, regulators, and other key stakeholders to ensure

that road transport delivers environmental, social and economic benefits to everyone.

BVRLA membership provides customers with the reassurance that the company they are dealing with adheres to the highest standards of professionalism and fairness.

The association achieves this by reinforcing industry standards and regulatory compliance via its mandatory Codes of Conduct, inspection regime, government-approved Alternative Dispute Resolution service and an extensive range of learning and development programmes.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

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River Lodge

Bri sh Vehicle Rental & Leasing Associa on

Badminton Court Amersham Buckinghamshire www.bvrla.co.uk © COPYRIGHT 2022

HP7 0DD

Licensed to SOGO Mobility Limited

BVRLA Fair Wear & Tear Guide: LCVs

Contents The aim of this guide

2

3

What does the BVRLA Fair Wear & Tear Guide contain?

4

What to expect when the vehicle is delivered

5

Advice for customers during the term of the vehicle lease

6

Appraisal tips for customers before returning a lease vehicle

8

End of lease charges

9

What customers should expect at vehicle return Why do we have end of lease charges?

What BVRLA members must do

9 10 10

BVRLA Code of Conduct

11

In case of a dispute BVRLA dispute resolution process

11 12

Glossary

28

About the BVRLA

29

Acknowledgement: The BVRLA thanks Manheim for donating the concept of working/non-working vehicle zones which are an integral part of the BVRLA Fair Wear & Tear Standard.

The BVRLA Fair Wear & Tear Standard General appearance and road safety Maintenance, servicing and repairs Documentation Engine, transmission and driveline Keys and registration plates (number plates) Batteries ADAS, in-cab cameras etc

13 13 14 14 15 15 15

Zones

16

Blue Zone: Exterior Body

18

Repairs 18 Replace missing equipment 18 Chips 18 Dents 18 Scratches 18 Unpainted mouldings, wheel trims 19 Badges, emblems, labels, logos, wraps and advertising livery 19 Straps and tensioners 19 Curtains and pelmets 19 Box bodies and temperature-controlled bodies 20 Specialised bodywork 20 Wings 20 Fuel and Adblue tanks 20 Oil and coolant 21 Electrical equipment 21 Vehicle undercarriage 21 Fitted equipment and tools 21

13

Yellow Zone: Exterior Body – working surfaces

22

Magenta Zone: Cab interior, driver and passenger/crew areas of vehicles

24

Drop-sides, tippers and platform bodies Load contamination Shutters and doors Cranes, tail-lifts and other fitted equipment Roof racks Tow bars High-security locks

Upholstery, seats, seat belts, fascia, headlinings, arm-rests,interior trim and other fittings Floor coverings Interior – driver and passenger areas In-cab equipment and controls Accessories

22 22 23 23 23 23 23

24 24 24 24 24

Tyres and wheels

25

Windscreens and glass

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Tyres Wheels and wheel covers Windscreens/windows Mirrors and housing units Lamps and lenses The driver’s line of vision

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25 25 26 26 27 27

© COPYRIGHT 2025

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BVRLA Fair Wear & Tear Guide: LCVs

The aim of this guide The aim of the BVRLA Fair Wear & Tear Guide is to provide:

› i nformation to drivers and fleet operators about looking after a leased or financed vehicle so that end of contract charges can be avoided

industry-wide, accepted standard that defines fair wear and tear on › an

light commercial vehicles when they are returned at the end of a lease or finance agreement.

Separate Fair Wear & Tear Guides are available for commercial vehicles over 3.5t and up to 17 seat minibuses, and passenger cars.

3

Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle.

When BVRLA members review deterioration in the vehicle’s condition at the end of a contract or finance agreement, they consider the age, mileage, use of the vehicle and whether it has been looked after sufficiently.

Fair wear and tear should not be confused with damage, which occurs as a result of a specific event or

series of events, such as an impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.

This Fair Wear & Tear Guide is produced by the British Vehicle Rental & Leasing Association (BVRLA) with the assistance of a specialist working group drawn from BVRLA members, and independent market experts.

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What does the BVRLA Fair Wear & Tear Guide contain?

BVRLA Fair Wear & Tear Guide: LCVs

What does the Fair Wear & Tear Guide contain?

The guide contains information that drivers and operators can use throughout the period of the vehicle contract including:

› tips on looking after the vehicle › information drivers and fleet operators should know at the start of the lease › tips on appraising the vehicle’s condition at the end of the lease › what to expect on the day the vehicle is returned › how to complain if things go wrong 4

The BVRLA Fair Wear & Tear Standard is also included. It defines the industry standard at return for every aspect of the vehicle’s condition. For ease of reference, the condition of the vehicle is considered under the following headings:

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› General appearance and

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road safety

› Maintenance, servicing, repairs › External specialist equipment like tail lifts

› Exterior body, paintwork, cab, air

management and in-fill panels, bumpers and trim – these are areas that don’t have heavy wear – see blue zone

› Body and tipper floors, coach steps, load areas or working areas subject to heavy wear through normal operation – see yellow zone

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› Interior Cab, driver and

passenger/crew areas of vehicles – see magenta zone

› Tyres, wheels › Windows and glass

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What to expect when the vehicle is delivered

BVRLA Fair Wear & Tear Guide: LCVs

What to expect when the vehicle is delivered The fleet operator or customer named on the contract should be clear at the outset of the lease or finance agreement about their obligations to ensure that the vehicle is appropriately looked after and returned in the required condition.

Vehicle handover

5

There needs to be a professional handover by the leasing company or service provider when the vehicle is new.

Giving information about vehicle servicing, maintenance, functionality of its features, accessories and fitted equipment will be part of that process. ADAS equipment should be included in the handover because damaged equipment like cameras and radars that are fitted to monitor the road ahead will impair functionality.

Preventative maintenance

Having an effective preventative maintenance system in place will ensure operator compliance and road safety.

It will also help to achieve lower fleet operating costs, less downtime and a reduced likelihood of incurring end of lease charges at vehicle return.

Ask the leasing company or service provider for advice on maintaining and operating the vehicle, or information about where such advice can be sourced and provided.

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Advice for customers during the term of the vehicle lease

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BVRLA Fair Wear & Tear Guide: LCVs

Advice for customers during the term of the vehicle lease The vehicle, its equipment and accessories must be used, maintained and looked after according to the vehicle manufacturer’s guidelines.

The leasing company or service provider should at the start of the contract:

› supply information on the return standards required by the leasing company. Following this information will keep the vehicle in good condition and minimise any end of contract charges.

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› provide an inventory detailing all standard and optional equipment supplied with the vehicle.

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Regular vehicle inspections and best practices in fleet management will help prevent damage through harsh treatment and embed a culture of looking after the vehicle and its equipment.

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Many of these checks are legal requirements to ensure the vehicle is always safe and roadworthy.

The leasing or service provider will do routine servicing and maintenance if the vehicle is on a maintenance-inclusive contract or a fleet-managed arrangement.

Leasing companies and service providers may provide guidance to help customers look after their vehicle if asked to do so.

They are also critical in ensuring that excessive wear and tear is identified early and any damage repaired promptly.

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Advice for customers during the term of the vehicle lease (continued)

BVRLA Fair Wear & Tear Guide: LCVs

Advice for customers during the term of the vehicle lease (continued) Customers should:

› use, maintain and look after the

vehicle in accordance with the vehicle manufacturer’s guidelines;

the advice provided › follow

7

to keep the vehicle in good condition, help maintain its performance, and preserve its safety features and emissions standards. Looking after the vehicle appropriately will minimise any potential charges at the end of contract;

to the manufacturer’s › adhere

recommendations regarding fuel and fuel blends, additives such as Adblue, lubricants and battery recharging because the vehicle’s warranty may be invalidated and long-term damage caused through inappropriate use of fuels, additives, lubricants and battery usage;

any suspected › report

manufacturer’s faults identified on any part of the vehicle to its bodywork, trim or equipment to the leasing company or service provider as soon as possible to get the issue resolved;

› l iaise with the leasing company or service provider if the anticipated use, operating conditions, environment or geographical location of the vehicle change during the term of the lease or contract;

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› l iaise with the leasing company

or service provider 10-12 weeks before the contract end to ensure any private number plates are transferred from the current vehicle(s) to the new one(s);

the recalibration of any › organise

tachograph equipment.

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Appraisal tips for customers before returning a lease vehicle

BVRLA Fair Wear & Tear Guide: LCVs

Appraisal tips for customers before returning a lease vehicle › Carry out an appraisal of the

vehicle 10 to 12 weeks before the vehicle is due for return.

This will allow you to arrange to have any damage rectified and missing items replaced.

› Before appraising the vehicle,

8

make sure that it has been washed and is thoroughly clean, but remember to allow time for it to dry. Water on the paintwork can mask faults.

› Choose a time and place with

good light. This is how the leasing company or service provider will examine the vehicle. Appraisals carried out in poor light invariably miss some faults.

› Check the terms of your contract

for information on the return standard required and consult with the leasing company or service provider if you are in any doubt.

› Walk all the way around the

vehicle and examine closely each panel, including the roof, bonnet, doors and body, for significant damage. Observe where the light is reflected differently from any dents and scratches.

› Carefully examine the front and

rear of the vehicle and look along each side. This will help you see scratches and dents that may otherwise be difficult to spot.

› Inspect lamps, lenses, windows

and mirrors for chips, cracks and holes.

› Check the tyres for damage. Check that the wear on the tread across each tyre is even.

› Inspect wheels, wheel rims and

wheel hubs for rust and corrosion.

› Clean and valet the cab, interior

› Check upholstered areas for odours, tears, burns, stains and wear.

› Inspect all in-cab and external

equipment controls – including audio equipment and accessories.

They should be present and fully functional.

› Check the vehicle against the

BVRLA Fair Wear & Tear Standard.

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› Arrange to repair areas of damage and replace missing equipment and accessories before the vehicle is returned, ensuring that any work carried out is done to a professional standard by reputable repairers using OEM or OEM equivalent parts.

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› Major repairs will require the

approval of the leasing company or service provider before the work is carried out.

passenger, crew and load areas.

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End of lease charges

BVRLA Fair Wear & Tear Guide: LCVs

End of lease charges What customers should expect at vehicle return Customers can expect to be treated fairly throughout the vehicle return process. They will be informed in advance about what to expect when returning the vehicle. Some leasing companies and service providers conduct a full inspection and provide a condition report upon collection from the customer’s premises. Others may collect the vehicle, document its condition by noting visible damage and missing equipment, and perform a final inspection later at a designated site.

It is recommended that the customer, fleet operator, or a knowledgeable representative be present during the inspection at the time of return.

9

If the vehicle is not sufficiently clean to allow a thorough inspection, the collection may be delayed, and a charge may apply. In such cases, customers will be asked to agree to postpone the inspection and sign the condition report to acknowledge this.

The vehicle should be returned in a safe, legal, and mechanically reliable condition, capable of passing an MOT test.

The vehicle’s engine and brake management systems should not display any warning lights

(e.g., diesel particulate filter (DPF), tyre pressure monitoring system (TPS), or oil pressure). If a warning light is illuminated, the vehicle may be deemed undriveable, and the collection process may be cancelled, in which case a fee could be charged.

Advisory warning lights, such as a countdown to the vehicle’s next service, are acceptable.

If the BVRLA member intends to apply any charges, such as those for excess mileage, damage, or missing equipment, the customer must be notified of these charges within four weeks of the vehicle being collected or returned. Alternatively, the customer may be informed at the time of collection or return.

If charges are applied, the BVRLA member should provide a detailed breakdown of the charges, including the method and type of repair.

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Customers should also be provided with photographic/ video or other documentary evidence to help justify or support the charges made.

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Customers must also be advised of their right to query any end of lease charges and how this can be done.

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End of lease charges (continued)

BVRLA Fair Wear & Tear Guide: LCVs

End of lease charges (continued) Why do we have end of lease charges?

End of lease charges are applied when the vehicle, its equipment and accessories are not used, maintained or looked after as originally agreed at the start of the lease or contract.

These charges compensate the leasing company for the cost of rectifying damage and replacing missing items.

10

Customers can expect to incur end of lease charges if there is no evidence that the vehicle has been serviced and maintained.

Charges can still be applied at end of lease in cases where the leasing company or service provider decides for commercial reasons not to repair damage or to replace missing equipment before the vehicle is sold.

Customers are not charged at end of lease for any refurbishment that arises from normal wear and tear.

Customers can arrange to repair any damage outside the agreed return standard before returning the vehicle, provided the repairs are carried out to a professional standard by a reputable repairer who can provide a full transferable warranty on their work.

Major repairs will need prior approval from the leasing company or service provider.

What BVRLA members must do On entering the lease agreement, BVRLA members must clearly explain:

› their end of lease vehicle return standard;

› the required condition of the

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› the presence and condition of

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vehicle at end of the lease or contract;

any vehicle keys, fitted equipment and accessories (inventory);

› how they require you to look after

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the vehicle (e.g. servicing and maintenance) during the term of the contract.

BVRLA Code of Conduct

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: LCVs

BVRLA Code of Conduct BVRLA members are obliged under the BVRLA Code of Conduct to trade fairly and responsibly in all dealings with their customers. The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and the provision of high-quality vehicles and customer service. The Code of Conduct sets out the standards that BVRLA members must comply with regarding pre- and post- contract procedures, level of customer support during the contract period, and how customer complaints should be handled.

In case of a dispute In the event of a dispute about the condition or damage to the vehicle, customers have the right to pay for a review of the documents and photographic evidence by an independent qualified engineer, e.g. an engineer who is unrelated to the original inspection and agreed by both parties.

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The engineer’s decision will be binding on both the customer and the BVRLA member.

If the engineer finds in the customer’s favour, the BVRLA member will refund the reasonable cost of the examination.

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BVRLA Code of Conduct (continued)

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BVRLA Fair Wear & Tear Guide: LCVs

BVRLA Code of Conduct (continued) BVRLA dispute resolution process Those who are unhappy with the service received from a leasing company should in the first instance inform the company of the issue to give them a chance to resolve the matter. Contact them in writing, explaining the issue and how you would like them to put things right.

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If an issue remains unresolved and the leasing company’s final response is deemed unsatisfactory, the customer can escalate the complaint to the BVRLA Alternative Dispute Resolution (ADR) service, provided the leasing company is a BVRLA member.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The case is reviewed, based on the evidence supplied by both parties. A decision and explanation of findings are supplied in writing.

The BVRLA aims to resolve all complaints within 30 days of receipt.

BVRLA members are obliged under the BVRLA Code of Conduct to comply with the ADR service’s findings.

To raise a complaint and get further information on the service visit our website:

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https://www.bvrla.co.uk/consumer-advice/making-acomplaint-adr.html NEXT

Customers of BVRLA members have access to the ADR at no cost. The ADR is a restorative justice service, not a compensatory scheme.

The BVRLA Fair Wear & Tear Standard

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

The BVRLA Fair Wear & Tear Standard General appearance and road safety

Vehicles should be legally compliant, roadworthy with no warning lights illuminated, and free of any damage.

All electronic safety features and advanced driver assistance systems that help the driver, e.g. parking sensors, cruise controls, lane departure and collision warnings, must be in working order.

There must be sufficient fuel (fuel warning light must not be illuminated) or full charge in the battery, if an electric vehicle, to bring about the vehicle collection or return.

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The vehicle’s exterior should be sufficiently clean to allow a detailed inspection. The interior should be clean. The vehicle, including bodywork and any fittings should be free of damage subject to the fair wear and tear tolerances explained on pages 18 to 24.

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Maintenance, servicing and repairs

› The vehicle and its auxiliary

equipment should have been maintained in line with the manufacturer’s guidelines.

› The vehicle and fitted equipment should be returned in a safe, legal and reliable mechanical condition and capable of passing the relevant statutory test (MOT, LOLER etc.)

› The vehicle should have been

maintained in line with the manufacturer’s recommendations regarding fuel and fuel blends, additives such as AdBlue, lubricants and battery recharging (if an electric or hybrid vehicle), because the vehicle’s warranty may be invalidated, and long-term damage caused, through inappropriate use of fuels, additives, lubricants and battery usage.

› The period remaining on the

vehicle’s relevant test certificate, as well as that of any fitted equipment, at end of lease may be stipulated in the lease or service contract.

› If the service and maintenance

records are kept electronically, the customer must produce evidence that the vehicle has been serviced and maintained according to the vehicle manufacturer’s service and maintenance schedule.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

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The BVRLA Fair Wear & Tear Standard (continued)

BVRLA Fair Wear & Tear Guide: LCVs

The BVRLA Fair Wear & Tear Standard (continued) Maintenance, servicing and repairs (continued)

Documentation

evidence would include hard copies of the service record or › Appropriate

All vehicle and auxiliary equipment documentation that is legislated, including the vehicle’s registration documents, MOT certificates, service records, inspection reports, lifting, and tachograph calibration certificates must be valid and available.

invoice clearly showing the date, vehicle mileage reading and the repairer/ service agent’s stamp. Customers should remove any sensitive personal information from such documents and ensure they are with the vehicle at the point of collection otherwise charges may be incurred.

odometer changes are not acceptable. › Unauthorised

› Any odometer malfunctions must have been reported to the leasing 14

company/service provider.

The driver fully warrants that the mileage reading at the time the vehicle was collected is correct.

The period remaining on the test certificate or auxiliary equipment test certificate at vehicle return may be stipulated in the lease or contract.

› Any minor repairs should have been carried out to a professional standard by

Engine, transmission and driveline

› All major repairs will have required the approval of the leasing company/

The vehicle driveline should be free from defects.

reputable repairers using OEM or OEM equivalent parts.

service provider prior to the work being carried out and evidence and warranty from the repairer must be produced.

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The BVRLA Fair Wear & Tear Standard (continued)

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BVRLA Fair Wear & Tear Guide: LCVs

The BVRLA Fair Wear & Tear Standard (continued) Keys and registration plates (number plates) A full set of keys, including the spares and locking wheel-nut keys, should be returned if originally supplied.

If a tail lift is fitted, the key(s) should be returned if originally supplied.

15

All keys must be in fully working order and free of damage.

Registration plates (number plates) must be present and free of damage.

Batteries

ADAS, in-cab cameras etc.

Batteries must be suitable for the vehicle and its safe, efficient operation. They must be capable of starting the engine from cold without an external charge.

All original equipment, controls, auxiliary equipment and any nonstandard equipment in the cab area, must be present and fully functional.

If originally supplied, both fast and slow charging leads must be present.

Damage to electric vehicle battery charging leads, plugs and sockets is not acceptable.

The vehicle’s ADAS (automated driver assistance systems) must have been recalibrated according to the vehicle manufacturer’s recommendations if any component part, e.g. glass or windscreen(s) has been replaced.

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Zones

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BVRLA Fair Wear & Tear Guide: LCVs

Zones Light commercial vehicles (LCVs) are working vehicles and their condition at end of lease or contract must allow for wear and tear, appropriate to their operation and use.

The BVRLA Fair Wear & Tear Standard describes the condition of the vehicle in colour-coded zones, or areas, as detailed in the following pages.

Blue Zone:

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Exterior paintwork, cab, air management and in-fill panels, body, bumpers and trim – areas not subject to heavy wear nor in contact with the payload.

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Yellow Zone:

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Steps, areas close to the road surface (e.g. wheel arches) or in the contact with the payload (e.g. body floors, tipper load areas), rear- and sideguards, tail boards, kick panels, dropsides, driver and passenger access steps – areas subject to heavy wear.

Magenta Zone:

Interior cab, crew and passenger areas.

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Small panel vans and car-derived vans (CDVs) The rear step will be in the Blue Zone unless it forms part of the loading area (Yellow Zone)

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Zones (continued)

BVRLA Fair Wear & Tear Guide: LCVs

Zones (continued) CDVs and panel vans The rear step will be in the Blue Zone unless it forms part of the loading area (Yellow Zone) PREVIOUS

Manufacturer-built pick-up

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Luton with tail lift Note: both the upper and lower surfaces of the tail lift platform are yellow zone.

Coach-built (body separate from cab), drop-sides, tippers, flat-beds and beaver tails

Specialist bodywork and conversions There are many body types with specialist working applications.

It is recommended that the leasing company/service provider agrees with the customer at the outset of the lease or contract those areas which are to be designated a blue zone (not a working surface) and a yellow zone (a working surface).

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Blue Zone

BVRLA Fair Wear & Tear Guide: LCVs

BLUE Zone

Exterior Body

Applies to exterior paintwork – cab, rigid body panels, air management and in-fill panels, painted bumpers, body mouldings and mirrors.

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There should be no rust, corrosion or discolouration on any painted area. There should be no cracking or deviation from the original shape or position of any panel or component.

Chips, scratches and dents within the tolerance levels on this page are acceptable.

Repairs

Repaired chips, scratches and dents outside the fair wear and tear tolerance are acceptable provided the work is completed to a professional standard by repairers who can provide full warranty on their work. Obvious evidence of poor repair such as flaking paint, preparation marks, paint contamination, rippled finish and ill-matched paint is not acceptable.

Measuring chips, dents, scratches and scuffs scuff – 50mm

– 50mm PREVIOUS

8mm

Replace missing equipment

Customers should refer to the inventory of additional equipment and tools supplied with the vehicle by the leasing company/service provider at start of contract.

Chips

Chips of 8mm and less in diameter are acceptable provided the base metal or material is not exposed or rusted.

Dents

Dents of 15mm or less in diameter are acceptable provided the base metal or material is not exposed or rusted.

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Scratches

Scratches and abrasions of 50mm or less are acceptable provided the base metal or material is not exposed or rusted.

Maximum of four chips on any panel, six chips per door edge, and eight chips on any forward-facing panel.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

Blue Zone (continued)

BVRLA Fair Wear & Tear Guide: LCVs

BLUE Zone

Exterior Body (continued)

Unpainted mouldings, wheel trims

Scuffs and scratches of 50mm or less are acceptable provided the moulding or trim is not broken, cracked or deformed.

Badges, emblems, labels, logos, wraps and advertising livery

Damage caused by fitting or removing badges, emblems, labels, logos, wraps or livery, is not acceptable. The vehicle must be returned to a condition agreed by the leasing company/service provider.

Light shadowing due to paint fade is acceptable.

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Badges or emblems originally supplied on the vehicle, should be on the vehicle when returned.

Straps and tensioners

All staps and tensioners should be present and operate correctly.

Load-retaining brackets and straps if originally supplied should be complete and fully functioning.

Curtains and pelmets

Curtains and pelmets should be free of un-repaired holes and other damage. must run freely and be › Curtains

of tidy appearance. tracks must be › Curtain

undamaged and rust-free. › D amaged pelmets should be repaired or replaced. to curtains should be › Repairs

to a professional standard and cosmetically tidy. must be replaced › Curtains

when the number and siting of any patched repairs interfere with their smooth running and operation.

A curtain with a repaired split of 2m or more is not acceptable Note: If originally supplied, load-bearing curtains (for example, standard EN12642XL) cannot be repaired and must be replaced.

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Blue Zone (continued)

BVRLA Fair Wear & Tear Guide: LCVs

BLUE Zone

Exterior Body (continued)

Box bodies and temperature-controlled bodies

Specialised bodywork

The interior of box bodies and temperature-controlled vehicles should be clean and free of any load or residue contamination.

Wings

All temperature-controlled bodies must operate satisfactorily and have current statutory certificates in place. Any refrigeration motor or on-body/vehicle mounted unit fitted to the vehicle should be returned with the full set of motor covers in place and secured appropriately.

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There should be no damage to the roof or side panels through insulating water contamination. The refrigerator motor should operate correctly, as should any temperature control or monitoring device.

Roof and side panels must not be distorted or deformed.

Evidence of wear through absence of paint within the tolerance levels on page 18 is acceptable.

Chips, scratches and dents within the tolerance levels on page 18 are acceptable.

All specialised bodywork on vehicles must operate satisfactorily and have current statutory testing and inspection certificates in place.

Wings must be complete and free of holes.

Spray suppression flaps should comply with legal requirements.

Fuel and Adblue tanks

Fuel and Adblue tanks should be uncontaminated, securely attached to the vehicle and free of leaks and damage. Warning lights should not be illuminated.

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Any load-restraining devices, brackets and straps should be present, free of damage and fully functioning.

The vehicle’s exterior bodywork and any fittings should be free of damage subject to the fair wear and tear tolerances explained on page 18 i.e. the blue zone tolerances.

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Blue Zone (continued)

BVRLA Fair Wear & Tear Guide: LCVs

BLUE Zone

Exterior Body (continued)

Oil and coolant

Components should be free of oil, fuel or coolant leaks. Any seepage around seals or gaskets that leaves a surface residue is not considered to be a leak and is acceptable.

Warning lights should not be illuminated.

Electrical equipment

All fitted electrical equipment, including tachographs, reversing cameras, adaptive speed controls, speed limiters and lamps (both obligatory and discretionary), should be present and fully functional. Any replacements must be of similar standard and specification to that originally supplied.

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Vehicle undercarriage

Any impact damage to the vehicle’s undercarriage is not acceptable.

Catalytic converters and other vehicle emission traps must be intact and fully functioning.

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Fitted equipment and tools

Additional equipment, components and panels should be present and fully functional.

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Tools such as jacks and cab tilt bars must be present if originally supplied. Any replacements must be fitted with the permission of the leasing company/service provider and be of a similar standard and specification.

For a list of fitted equipment and tools, customers should refer to the inventory of additional equipment and tools supplied with the vehicle by the leasing company/ service provider at start of contract.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

Yellow Zone

BVRLA Fair Wear & Tear Guide: LCVs

YELLOW Zone

Exterior Body – working surfaces

Body and tipper floors, driver and passenger steps, load areas or working areas subject to heavy wear through normal operation.

Surface rust is acceptable on these areas of heavy wear, but the corrosion must not compromise the integrity of any panel or component.

Chips and scratches within the tolerance levels on page 18 are acceptable.

Damage caused to interior door linings, bulkheads and interior wheel arches is not acceptable.

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There must be no distortion to any panel or deformation to the original shape of the component. Chips, scratches and dents within the tolerance levels on page 18 are acceptable.

Load contamination

Vehicle bodies should be free of load residue contamination.

Bodies used for the carriage of corrosive and other potentially harmful materials must have been subject to increased maintenance procedures.

Damage and contamination caused to the load area must be made good.

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Drop-sides, tippers and platform bodies

Any significant distortion to bodies due to collision or load impact is not acceptable. Any damage that prevents the correct operation and security of the drop-sides or tail-board is unacceptable.

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Drop-sided vehicles, tippers and platform-bodied vehicles must be free of holes and gaps from where the load could escape.

Yellow Zone (continued)

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: LCVs

YELLOW Zone

Exterior Body – working surfaces (continued)

Shutters and doors

Scratches to the paintwork on shutters and doors, within the tolerance levels on page 18, are acceptable when caused through normal usage.

Shutters and doors should be secure, correctly aligned, able to open without undue force and free from structural damage, holes, gouges, and cracks.

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Cranes, tail-lifts and other fitted equipment

Cranes, tail lifts and other auxiliary equipment must be in a working condition and have current, valid statutory certificates available.

There must be no distortion to the equipment or deformation to the original shape of the component.

Roof racks

Roof racks and ladders may only be fitted with the approval of the leasing company/service provider.

They must be fit for purpose and meet the vehicle manufacturer’s recommended design and load specification.

They must be fitted correctly, with anti-rust mounting clamps and pads.

Any holes drilled for fitting purposes must be treated against water penetration and rust.

There must be no distortion to the roof, panels or gutter rail.

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Tow bars

Tow bars must only be fitted with approval from the leasing company/service provider.

Surface rust is acceptable, but the corrosion must not compromise the integrity of any component.

If fitted, a tow bar must be in good, rust-free condition, with electrical connections that work properly.

Absence of paint through wear is acceptable but the base material should not be visible.

High security locks

Absence of paint through wear is acceptable but the base material should not be visible.

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If fitted, high-security locks must be functional, and the keys present.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

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Magenta Zone

BVRLA Fair Wear & Tear Guide: LCVs

MAGENTA Zone

Cab interior, driver and passenger/crew areas of vehicles

Upholstery, seats, seat belts, fascia, headlining, arm-rests, interior trim and other fittings

The upholstery, seats and interior fittings must be clean and odourless with no burns, scratches, holes or gouges, rips, tears, cracking, staining, or evidence of smoking. Replacements must match the original specification. Customers should refer to the inventory of additional equipment and tools supplied with the vehicle by the leasing company/service provider at start of contract.

Floor coverings

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Floor coverings and surrounding trims should not be torn or split. Carpets should not have holes. Foot wells should not have holes that penetrate the base metal or material, such as rubber flooring. Repaired floor coverings and trim are acceptable if they have been carried out to a professional standard by reputable repairers using OEM or OEM equivalent parts.

Interior – driver and passenger areas

Interior fixtures and fittings such as seat belts, rear view mirrors, courtesy lights, sun visors, door bins, etc, must be present, intact and free of damage. Air vents must be free of damage and in full working order.

In-cab equipment and controls

All original equipment, accessories and controls, including driver instrument display must be present, fully operational and free of damage. Any items or equipment fitted or wired-in or mounted on the dashboard should be removed professionally before returning the vehicle and the surface made good. Any holes and other damage must be repaired unless otherwise agreed in writing with the leasing company/service provider.

Accessories

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All accessories, including items such as first aid kits and fire extinguishers, must be returned intact or replaced with items of a similar standard and specification.

Tyres and wheels

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: LCVs

Tyres and wheels Tyres

Tyres and spares must be legal in all respects and be of the correct type, size and load bearing capacity to comply with the vehicle manufacturer’s recommendations.

The minimum tread depth required will be specified in the lease or contract and this depth must be present across the full width of the tread and around the entire circumference.

There must be no damage to sidewalls or tread, or any cracking.

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Evidence of uneven wear due to under or over-inflation or incorrect steering geometry is not acceptable.

The following are typical examples of what happens to tyres if the above has occurred: = centre of tyre excessively worn › Over-inflation

› U nder-inflation = both outer edges of tyre unevenly worn › I ncorrect steering geometry = the inner or the outer edge of the tyre unevenly worn.

Wheels and wheel covers

Dents on wheel rims are not acceptable. Wheel trims must be present.

Scuffs up to 50mm on the total circumference of the wheel rim and on alloy wheels are acceptable.

Any damage to the wheel spokes, wheel fascia, or hub of the alloy wheel is not acceptable. There should be no rust or corrosion on the alloy wheels.

The spare wheel, including ‘spacesaver’ jack and other tools, must be intact, stowed properly and in good working order.

The emergency tyre inflation kit, if supplied when new, should be in full working order, serviceable and ready for use.

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A canister that has been partially or fully discharged should be replaced.

Windscreens and glass

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: LCVs

Windscreens and glass Windscreens/Windows

All glass areas must be secure, watertight and fully operational.

Damage in excess of 10mm in the driver’s line of vision (a vertical strip 290mm wide centred on the steering wheel), or in excess of 40mm elsewhere in the area swept by the vehicle’s wiper blades, is not acceptable.

(See diagram on page 27)

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In all areas, light scratching is acceptable provided it does not interfere with the driver’s line of sight and the heating elements and the ADAS (automated driver assistance systems) still work properly.

Mirrors and housing units

Mirrors (glass) must be present and not faded, cracked or damaged.

The housing unit should not be damaged or cracked. All mirrors (including housing units) must be in a working condition.

If adjustable and/or heated door mirrors, they must work correctly.

The vehicle’s ADAS (automated driver assistance systems) must have been recalibrated according to the vehicle manufacturer’s recommendations if any component part, including windscreen(s) has been replaced.

Repaired chips are acceptable provided they are repaired to a professional standard and the work is warrantied.

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Windscreen wipers must be present, secure and in good condition so that they can clear the windscreen and give the driver a clear view of the road ahead.

The washer reservoir must have sufficient liquid to clear the windscreen when working in conjunction with the windscreen wiper blades.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

Windscreens and glass (continued)

BVRLA Fair Wear & Tear Guide: LCVs

Windscreens and glass (continued) Lamps and lenses

All lamps, reflectors and beacon lights must be as originally fitted, secure and fully operational.

Holes, gouges or cracks in the glass or plastic covers of the lamp units are not acceptable. Minor scuff marks or scratches of 25mm or less are acceptable.

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Any after-market fitted lamp, reflector, light or beacon should be removed and the surface made good unless the leasing company/service provider has agreed in writing before the vehicle is returned that they can remain in situ.

Any holes and other damage must be repaired unless otherwise agreed in writing with the leasing company/ service provider.

Where fitted, the vehicle’s ADAS (automated driver assistance systems) must have been recalibrated following the replacement of a lamp or lamp unit.

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Max 10mm 290mm Max 40mm

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The Driver’s Line of Vision

Damage in excess of 10mm in the driver’s line of vision (a vertical strip 290mm wide centred on the steering wheel) or in excess of 40mm elsewhere in the area swept by the vehicle’s wiper blades are NOT ACCEPTABLE.

Centre of driver’s line of vision Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

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Glossary

BVRLA Fair Wear & Tear Guide: LCVs

Glossary Abrasion Multiple marks or scores penetrating the base material, sometimes caused by impact with tree branches.

ADR Alternative Dispute Resolution. The BVRLA’s service is approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. It accepts complaints from consumers and businesses.

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Adblue Brand name for the non-toxic solution which helps reduce nitrous oxide emissions produced by diesel engines Chip Removal of the surface material (glass or paintwork) in a concise area.

Code of Conduct BVRLA rental and leasing members adhere to a mandatory

Code of Conduct.

This provides customers with the reassurance that the company they are dealing with is committed to delivering the highest industry standards of professionalism and best practice. Full details can be found on the BVRLA website.

Dent Deformation of the surface structure, usually caused by impact damage.

OEM Original Equipment Manufacturer.

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Scratch A mark or score with raised edges in the surface material glass or paintwork.

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Scuff Light scraping of top surface not penetrating base material.

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Warranty A written promise to repair or replace a component or to do a piece of work again if it is not satisfactory.

About the BVRLA

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

BVRLA Fair Wear & Tear Guide: LCVs

About the BVRLA The BVRLA represents over 1,000 companies engaged in vehicle rental, leasing and fleet management. Our membership is responsible for a combined fleet of over 4.3 million cars, vans and trucks – one-in-ten of all vehicles on UK roads.

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BVRLA members represent the demand-side of the automotive industry, buying around 50% of new vehicles, including over 80% of those manufactured and sold in the UK. In doing so, they support almost 500,000 jobs, add £7.6bn in tax revenues and contribute £49bn to the UK economy each year.

The association achieves this by reinforcing industry standards and regulatory compliance via its mandatory Codes of Conduct, inspection regime, governmentapproved Alternative Dispute Resolution service and an extensive range of learning and development programmes.

Together with our members, the association works with policymakers, public sector agencies, regulators, and other key stakeholders to ensure that road transport delivers environmental, social and economic benefits to everyone. BVRLA members are leading the charge to decarbonise road transport.

Our Vision, Mission and Purpose statements communicate to members the long-term goal the BVRLA is working towards and highlight its role in the industry.

BVRLA membership provides customers with the reassurance that the company they are dealing with adheres to the highest standards of professionalism and fairness.

Mission To inform, inspire and influence the automotive community in meeting the road transport needs of society.

Purpose To be an indispensable resource and champion for the road transport community.

Vision To see Government and Industry united in delivering zero-emission road transport that provides environmental, social and economic benefits to everyone.

Licensed by the BVRLA for use by SOGO Mobility Limited from 21 May 2026 until 24 May 2027

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River Lodge

Bri sh Vehicle Rental & Leasing Associa on

Badminton Court Amersham Buckinghamshire Tel 01494 434747 Email info@bvrla.co.uk www.bvrla.co.uk © COPYRIGHT 2025

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