VINTAGE CASH COW INSURANCE POLICY
1.
THIS POLICY
1.1 This
insurance policy (Insurance Policy) is incorporated into and forms part of the
Agreement. Terms defined in the Agreement shall have the same meaning in this
Insurance Policy.
2.
INCREASING YOUR INSURANCE
2.1 Each
Parcel is automatically ensured up to a maximum of £300.
2.2 If
you believe that the Items you wish to send in a Parcel are, collectively,
worth more than £300, you can contact us and ask us to increase your
insurance. The value of your higher insurance level will be determined by
reference to a particular tier as follows:
|
Tier |
Parcel
Value |
|
Tier 1 |
|
|
|
|
|
|
|
(each an
“Insurance Tier”).
2.3 In
order to increase your Insurance Tier, we will ask you to provide as much
detail as possible to support your claim that the Items in your Parcel are
worth more than £300. This may include a detailed description of each
Item and any photos of the Items. Where possible we will ask you to provide
supporting documentation, in particular any valuation documents, certificates
of authenticity, receipts or other relevant
documentation (your “Evidence”). You will submit your Evidence to
Vintage Cash Cow by email.
2.4 Vintage
Cash Cow will review all information and any Evidence provided by you in order to determine whether your Parcel qualifies for a
higher Insurance Tier. If Vintage Cash Cow accepts that your Items qualify for
a higher Insurance Tier, we will confirm this to you in writing via email.
2.5 You
understand and accept that if we confirm that your Parcel qualifies for a
higher Insurance Tier, this does not mean that we are under any obligation to
make an Offer for your Parcel of an equal or higher value than that Insurance
Tier. Offers are only made after the Appraisal process described in the
Agreement.
2.6 Vintage
Cash Cow aims to respond to all Customers via email within 1 working day in order to confirm whether a Parcel qualifies for a higher
Insurance Tier, but any delay in response from Vintage Cash Cow shall not mean
that Vintage Cash Cow accepts that your Parcel qualifies for a higher Insurance
Tier. Insurance Tiers can only be increased with the express written consent of
Vintage Cash Cow.
2.7 If
we do not agree to provide you with a higher Insurance Tier, you are still
entitled to send us your Parcel for an Appraisal, but this shall be entirely at
your own risk.
3.
SENDING YOUR PARCEL TO US
3.1 If
we have advised you that your Parcel qualifies for Insurance Tier 2 or Insurance
Tier 3, please do not send your Parcel to us unless we specifically advise you
to do so in writing. Instead, Vintage Cash Cow will, in its sole discretion, either;
3.1.1 arrange collection of the Parcel ourselves; or
3.1.2 arrange for an Appraisal to be conducted at
the site where the Parcel (or individual Item if such individual Item alone
qualifies for Insurance Tier 3) is located.
3.2 Your
Parcel must be properly packaged. Please ensure you package all Items carefully
and in accordance with any specific instructions we provide. For guidance on
how to package your Parcel, please visit ParcelForce’s
website: https://www.parcelforce.com/sites/default/files/3890_A4_Contract_Tariff_Packaging_Guidelines_AW_09-06-21.pdf If we have arranged for your
Parcel to be collected by us, you must ensure your Parcel is packaged correctly
before they arrive to collect it. Our courier is under no obligation to assist
you with packaging your Parcel.
If your Items have been damaged
during transit to us as a result of being poorly or
insufficiently packaged, your Parcel will not be insured, and Vintage Cash Cow
accepts no liability for such Items.
3.3 If
your Parcel contains any Items from the Restricted Category as set out in
clause 4.1 of the Agreement, your insurance for the entire Parcel will be
invalidated and Vintage Cash Cow cannot be held liable for any damage to Items
which were sent in the same Parcel as Items in the Restricted Category.
3.4 You
must obtain a receipt for posting your Parcel which must contain the tracking
number. If we have arranged for your Parcel to be collected by us, your courier
will provide you with a receipt upon collection which will contain the tracking
number. You will only be able to make a Claim (as defined below) in the event
of a lost Parcel if you have the receipt and tracking number.
3.5 Your
name and return address must be clearly displayed on the Parcel.
4. MAKING A CLAIM
4.1 Prior to
making a Claim: If you believe your Parcel, or any Items within your
Parcel, have been lost or damaged either in transit to us or on their return to
you, please gather as much evidence as possible to support your Claim. Vintage
Cash Cow will make any footage or photograph we take of your Parcels and Items
on receipt available to you if required. If you cannot provide any evidence to
support your claim, Vintage Cash Cow may be unable to accept your Claim.
4.2 Timeframe
for making a Claim: You must raise any Claim within the following
timeframes:
4.2.1 Missing Parcel: 28 days of the parcel
being sent. Up to 10 working days will be provided for the external postage
partner to complete their investigation.
4.2.2 Damaged or missing Items: 28 days
from the date the items were sent by you to us, or
returned by us to you.
4.3 Making
a Claim: To make a claim, please call us on 0800 246 111 or fill in a claim
form and email this to us (a “Claim”). Please ensure all contact
details, including a telephone number, are provided and are accurate.
4.4 Acknowledgment
of a Claim. Where you have raised a Claim by email, we will endeavour to
acknowledge receipt of your Claim within 1 working day. We will contact you by
telephone.
4.5 Investigating
a Claim: Upon receipt of a Claim, Vintage Cash Cow will investigate the
matter and review any details or evidence you provided in your Claim. Our
investigation process includes, but is not limited to, taking the following
actions:
4.5.1 reviewing any relevant CCTV footage we hold
on site;
4.5.2 conducting interviews with employees or
staff members who have dealt with your parcel; and/or
4.5.3 searching premises for any missing Parcels
or Items.
4.6 Investigation
Timeframes: Our target timeframes for investigating a Claim are as follows:
4.6.1 Missing Parcel: 10 working days.
4.6.2 Damaged or missing Items: 3 working
days.
4.7 Notifying
you of the outcome of our Investigation: We will notify you of whether your
Claim has been successful in writing.
4.8 Calculating
the Settlement: In the event of a successful Claim, we will take into
consideration the Insurance Tier we confirmed to you in writing, plus any
Evidence you provided to us. We will also discuss your Items with our experts.
We will use this to determine the value of the settlement to which you are
entitled (the Settlement).
4.9 Claiming
the Settlement: Vintage Cash Cow will, at your discretion, either transfer
the Settlement to a bank account nominated by you or send you a cheque for the
Settlement. We will ask you to provide the relevant details at the time when we
notify you of the Settlement. You understand that it is your responsibility to
ensure that the details you provide to us are accurate. Vintage Cash Cow
accepts no liability if the Settlement is not received by you as a result of you failing to provide accurate payment
details.
4.10 Timeframe
for claiming the Settlement: If you do not provide us with the details set
out in clause 4.5 within 90 days of us requesting such details, we will
consider your right to claim the Settlement as waived and we will no longer be
under an obligation to send to you the Settlement or any other compensation.
4.11 If
a lost Parcel is subsequently found: If you have successfully made a Claim
for a lost Parcel or Item and have received the Settlement for that Claim, and
your Parcel and/or Item is subsequently found:
4.11.1 In the event that the Parcel and/or Item is found in
your possession: You must contact us within 14 days to inform us that it
has been found and you will be required to repay the Settlement to us in
accordance with clause 4.8.
4.11.2 In the event that the Parcel and/or Item is found in
our possession: We will contact
you within 14 days to inform you it has been found. We will Appraise the Parcel
and/or Items and make you an Offer. If you choose to reject that Offer, we will
return the Parcel and/or Items to you after you have repaid the
Settlement to us in accordance with clause 4.8. If you choose to accept that
Offer, and the Offer is:
4.11.2.1 lower
than the Settlement, you will be required to return the difference to us in
accordance with clause 4.8.
4.11.2.2 higher
than the value of the Settlement, and you would like to accept that Offer, we
will pay the difference to you.
4.12 If you are
late or fail to repay any monies owed to us. If you are required to repay
the Settlement to us in part or in full, you must do so within 30 days of our
notifying you that the Settlement is due to us (the Due Date). If you fail to
do so by the Due Date then, without limiting our other rights and remedies
(including pursuing both civil and criminal action), we shall be entitled to
charge interest at 4% above the Bank of England’s base rate from time to
time, or at 4% a year for any period when the base rate is below 0% from the
Due Date until payment of the overdue sums, whether before or after judgment.
4.13 If
you disagree with our decision. If we have rejected your Claim, or you wish
to dispute the Settlement, please follow the complaints procedure in clause 13
of the Agreement.