Terms of Use

1. Who you are contracting with

These Terms of Use are a contract between you and FaultyCar Ltd, a private limited company registered in England and Wales under company number 17242513, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

In these Terms, "we", "us" and "our" mean FaultyCar Ltd. "You" and "your" mean the individual using our service.

2. About our service

We provide tools and guidance to help UK consumers reject faulty vehicles under the Consumer Rights Act 2015. Our service includes letter templates, deadline tracking, case management, and educational content.

3. Eligibility

To use our service, you must:

• Be at least 18 years old
• Be a UK resident
• Have purchased a vehicle from a trader (not a private sale)
• Provide accurate information about your case

4. What we provide

Our paid service includes:

• Letter templates (rejection, chase, finance company claim, Trading Standards complaint) auto-filled with your details
• Deadline tracking for your 30-day rejection window
• Email reminders before key deadlines
• Response tracking to know when to follow up
• Evidence storage for your case documents
• Guidance on common dealer excuses and how to respond

5. What we do not provide

Our service does not include:

• Legal advice or representation
• Guaranteed outcomes — success depends on your individual circumstances
• Direct communication with dealers or finance companies on your behalf
• Court representation or litigation support
• Any regulated activity under the Financial Services and Markets Act 2000 or the Compensation Act 2006

6. Pricing and payment

Our service costs £69 per case. Each payment gives you full access to all features for that case, including letter templates, deadline tracking, and evidence storage.

Once purchased, your case and associated documents remain accessible. To create additional cases for different vehicles, a separate payment is required for each.

Payment is processed securely by Stripe. We accept major credit and debit cards. Your card will be charged at the time of purchase; the charge will appear on your statement as FAULTYCAR LTD.

7. Refund policy

Because our service is a digital product that gives you immediate access to letter templates and case management features, we do not offer refunds once you have accessed those features. If you experience technical issues that prevent you from using the service, please contact us and we will work to resolve the issue or, at our discretion, provide a refund.

The free assessment is provided at no cost, and no payment is taken until you choose to proceed with a paid case.

8. Your responsibilities

When using our service, you agree to:

• Provide accurate and truthful information about your case
• Review every letter we generate before sending it, to ensure the details are correct
• Keep your account credentials secure
• Not use our service for any fraudulent purpose
• Act within applicable time limits (for example, the 30-day rejection window under the Consumer Rights Act 2015)

9. Limitation of liability

We provide our service on an "as is" basis. While we work hard to provide accurate and helpful tools:

• We do not guarantee any particular outcome for your case.
• We are not liable for any losses arising from your use of our service, including the outcome of your dispute with a dealer or finance company.
• Our maximum liability to you under or in connection with these Terms is limited to the amount you paid us for the service.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under English law.

10. Intellectual property

All content on faultycar.co.uk, including letter templates, text and design, is owned by us or our licensors. You may use the letter templates for your personal consumer complaint, but you may not redistribute them, sell them, or use them for commercial purposes.

11. Account suspension and termination

We may suspend or terminate your account if you breach these Terms, provide false information, or use the service for fraudulent purposes. You can close your account at any time by contacting us.

12. Changes to these Terms

We may update these Terms from time to time. If we make significant changes, we will notify you by email or through a prominent notice on the website. Your continued use of the service after the "Last updated" date constitutes acceptance of the revised Terms.

13. Governing law and jurisdiction

These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any such dispute.

14. Contact us

For questions about these Terms, email support@faultycar.co.uk or use the contact form. For data protection and privacy queries, see our Privacy Policy.