Knowing the condition of the vehicle

It is recommended that you consult the mechanical and damage report and know how the degree of valuation of the vehicles works. Also check the photographs of the vehicle, as they will give you more information about the condition of the vehicle. In addition, the Comments field is vital in the purchase process, as it contains very relevant information, for example:

• Vehicles traded as "Sold as is" condition.
• The status of the documentation (whether it is "ready for transfer" or has any reported issues).
• Other important comments that may not be included in the "Car Check" report.
• The estimated amount of the internal and external expertise.

Cases in which no claims are admissible

The "Sold as is" vehicles are not subject to claims in the case of discrepancies in mechanical condition or damage. The technical description of the "Sold as is" vehicles is indicative and intended for professional car dealers. It is important to bear this in mind when bidding, as there is a certain risk to be assumed by the buyer.

Wear and tear elements of the vehicle, such as batteries, tyres, shock absorbers, bearings, tyres, brakes, etc., are excluded from any claim.

We do not make overhauls

BCA does not carry out any maintenance or repair work prior to the sale of a vehicle. BCA only sells to professionals and all vehicles must be overhauled and reconditioned before they are marketed. The professional buyer is responsible for carrying out the necessary improvements, as well as checking the state of the documentation before driving the vehicle or proceeding to market it to the end customer, under the conditions established by Law.

Your claim will follow these steps:

1. BCA notifies receipt of complaint

Within a maximum of 24 working hours by assigning a case number. If the complaint has been made within the established deadlines, an email will inform you that the case has been accepted, and the BCA Responde department will work to give you a response as soon as possible. If, on the other hand, the complaint is made after the deadline, you will be informed that it has not been accepted and the case will be closed. If you have not received the email with the opening of the case after 24 hours, please contact BCA Responde: +34 949 26 30 00 / reclamaciones@bca.com.

2. Request of additional information and documents if applicable

3. Resolution

The BCA Responde department will give you a written resolution response as soon as possible.

Depending on the location and who has collected the vehicle, the following considerations should be taken into account:

Withdrawals in BCA compounds

By yourself / by an authorised person / by a transport company: In these cases the vehicle is considered delivered at the time of withdrawal from BCA and the following deadlines and mileage limit for claiming are applicable:

1. Error in any information, vehicle description or mechanical description: claim within 48 working hours and a maximum of 50 km travelled including the return to BCA.
2. Missing parts: If you collect the vehicle (or it is collected by an authorised person or company) the claim must be made at the time of collection, noting the discrepancy found on the departure sheet or delivery note.

Vehicles transported by BCA

The vehicle is considered as delivered at the time of signing the delivery note by the buyer.

1. Error in the information, description of the vehicle or mechanical description: Claim within 24 working hours and a maximum of 50 km travelled including the return to BCA.
2. Missing parts: This must be written on the delivery note. Once noted, it is possible to make a claim within 24 working hours of delivery.
3. If applicable for checking or return, BCA will collect the vehicle from the buyer's facilities.

Withdrawals from external compounds

By yourself / by an authorised person / by a transport company: If you find any discrepancy on the vehicle, you must write it on the delivery note and immediately make the claim, applying the corresponding deadlines depending on the type of incident.

Never repair or modify a vehicle for which you wish to make a claim without authorisation from BCA. If you have contracted transport with BCA, you must contact BCA Responde within 24 working hours of delivery and provided it has not travelled more than 50 km.

If you or someone authorised by you, collaborator or transporter, have collected the vehicle from BCA's facilities, you must also contact BCA within 48 working hours or 50 additional km travelled, including the return journey.

If you send an email with your claim, it will not be registered: For a claim to be registered correctly, it must be done in such a way that all the information necessary for its processing is complete and available; therefore, you must use the channels that we provide exclusively for this purpose.

We remind you that the ways to make a complaint are:

• Web form: This is the main way to process your complaint and it is the quickest way to get a resolution.
• By telephone through BCA Responde (+34 949 263 000) only when you are physically at the centre collecting the vehicle.

Please note that the date and time of receipt of the form (of the assignment of the case number if we receive it by phone), is the one we take into account to establish whether a claim has been received within the deadline.

At BCA we have a Claims Department: BCA Responde, dedicated exclusively to your attention, where a specialized team will take care of the management and resolution of your claim as soon as possible.

Your sales representative may be aware of the case if appropriate; however, he or she will not intervene in the resolution or management of your complaint, and it will also be the Claims Department who will notify you about the resolution.

You must file a complaint at the very same moment, in one of these ways depending on the case:

• If you or your transporter collect the vehicle at BCA, you must communicate the incident and write it on the delivery note or departure slip before taking it away and call BCA Responde at +34 949 263 000 before leaving the centre.
• If you transport with BCA or collect from the vendor facilities, you must note the shortage on the delivery note before the carrier leaves. So that you can make the appropriate checks, tell the BCA carrier and they will wait up to 15 minutes. Then submit your complaint via the web form.

Please note that we do not accept claims for amounts less than €400 + VAT.

BCA will compensate you when the final shipment deadline is longer than the estimated delivery time published in the section Transport/Rates and Deadlines on our website.

The bonus conditions are also published on the website, in the section Services/Transport/Bonus for Delay.

The claim must be made within 24 working hours of the reception, attaching the delivery note where you will have written down the date of delivery.

To process this claim, it is essential that you write down the damage and the date of delivery on the delivery note of the vehicle. We remind you that, if you so indicate, the BCA carrier must wait 15 minutes so that you can make the appropriate checks.

Subsequently, submit the claim via the web form within 24 working hours of receipt and ensuring that the vehicle has not travelled more than 50 km.

BCA will offer the buyer the option to cancel the sale of a vehicle if the documentation has not been transferred, according to the following deadlines:

1. When we indicate "Doc. OK" or "Doc. lista" (Documentation ready to transfer): from 30 days*.
2. When we indicate that they have a reservation of domain or leasing in the process of cancellation: from 120 days*.
3. If we do not specify anything regarding the documentation, the term will be from 60 days*.

* Counting from the date of payment of the vehicle by the buyer. Excluding days of delay attributable to the buyer, such as in the case of missing documents on his part.

Once the cancellation has been communicated, a maximum delivery time of the vehicle, with the documentation and accessories, of 48 working hours is established at the nearest BCA centre. After this period, the customer shall be deemed to have waived its right to make a claim and BCA shall consider the claim closed.

BCA will make payment for the vehicle and the agreed amount, if applicable, when the following requirements are met:

• That the vehicle is at BCA's facilities.
• BCA has checked and verified the reason for the claim.
• The vehicle is in the same condition as when it left BCA's facilities.
• That the customer has duly signed and sent in the settlement and/or any other document (including the vehicle documentation) necessary to return the money.

Not always. Vehicles marketed by BCA may at some point in the process of transfer to the buyer customer be in a state of temporary deregistration. It is the buyer's responsibility to know the status of the vehicle's documentation before driving it, assuming all responsibilities.