20 Frequently asked questions about Carbucks PROTECT
1. What is PROTECT?
PROTECT is a wear and tear plan that covers specific wear-and-tear repairs or replacements for your vehicle’s key FOB, wiper blades, 12 Volt battery, tyres, and brake safety.
2. Is PROTECT an insurance product?
No, PROTECT is not an insurance product. It provides repairs and replacements for certain vehicle components but does not replace the need for traditional car insurance.
3. What vehicles are eligible for PROTECT?
Eligible vehicles must be roadworthy, registered, weigh less than 3.5 tonnes, new or demo only. Certain vehicle types, such as electric cars, motorcycles, and commercial vehicles, are excluded.
4. When can I purchase PROTECT?
You can purchase it at the time of buying a new or demo vehicle from a participating dealer. This is at the point of sale, ensuring it is offered and accepted as part of the same sale transaction.
5. How long does the contract last?
The plan lasts for 36 months.
6. What does the contract cover?
The contract covers Wiper Blade Replacement, 12 Volt Battery Replacement, Brake Safety (replace worn brake pads, rotors, or drums), Key FOB Repair and Tyre Safety (protection against punctures, tears, and road hazard damage. This includes replacement when the tyre cannot be repaired or the tyre tread is less than 2mm).
7. Are there limits to the number of work orders I can make?
Yes, each repair type has specific limits. For example, you can make up to four Key FOB work orders and request one 12 Volt Battery Replacement.
8. What is the maximum cost covered per component?
Each component covered has a maximum amount that is covered, this is determined by what category the vehicle is listed in. Costs exceeding this amount must be paid by you directly to the service provider.
9. Can I submit work orders after my contract ends?
No. work orders are only available within the period of the contract.
10. What happens if I’ve used all my allowed work orders for a component?
Additional services can still be organised, but you will need to cover the full cost directly with the service provider.
11. What is not covered under PROTECT?
PROTECT does not cover damages caused by negligence, misuse, motor vehicle accidents, or incidents that occurred before the contract started.
12. Can I use PROTECT for a vehicle used for commercial purposes?
Vehicles used for hire, rideshare, delivery services, driving instruction for reward, farming or motor sport related activities are not eligible. Light commercial use is acceptable.
13. Does the contract cover damage to the front windscreen, rear windscreen or side windows?
No, any damage to the windscreen or any other window is not covered under the contract.
14. Are there any geographic restrictions for work orders?
Work orders are typically conducted at the Home Dealership displayed in your Carbucks App. Check with Concierge Service for specific details.
15. What is the cost of PROTECT?
There is a one-time payment for the 36-month period of the contract. Your dealer will inform you of the fee at the time of purchase.
16. Can I get a refund if I cancel my contract?
A pro-rata refund may be available if no work orders have been used. If you cancel within 14 days and no work orders have been used, you are eligible for a full refund.
17. Is there a monthly payment option for the contract?
No, the contract requires a one-time upfront payment.
18. Can I transfer my contract to another vehicle?
No, contracts cannot be transferred to a different vehicle.
19. How do I submit a work order?
You can call Concierge Service on 1800 13 13 18. Ensure you have your contract number and vehicle details ready.
20. What should I do if my contact details or vehicle registration changes?
Contact Concierge Service immediately to update your information and ensure your contract remains valid.