CarVertical - purchased credits now expiring, they insist I redeem

Mr._Mime

CarVertical is an online service for checking used cars (for outstanding finance, written-off status, etc). You purchase credits (1 credit = £30 = 1 car check) in advance to using them. There's a discount to purchasing multiple credits at once, and this is agressively encouranged when purchasing.

So I bought 2 credits (with my credit card) around 6 months ago, but only ended up using one. I got an email today saying I need to use the remaining credit within 2 days or it will expire. This is a surprise to me - there is nothing to indicate that credits have a shelf-life anywhere in the purchase process.

I have no need to do another check at this moment as I have now purchased a car, but was expecting to keep the credit until I or a family member need to buy another car. Could be another 6 months, a year or more away.

I emailed Car Vertical to ask for a part-refund, or to extend the credit for 6 months. They said because I had used 1 credit, a refund for the unused credit is not possible. They have instead extended the expiration for 1 month, but that there is no possibility to extend the credit for a longer period.

They pointed me to their terms where it does explain there's an expiration, but this is well buried compared to the very salesy purchase process that doesn't mention this fact at all.

The expiration seems pretty unfair. It's not mentioned up front, and it's a virtual credit - one data point in their database. There's no reason that it can't last for as long as they hold my other personal data (ie my account).

Do I have any consumer rights on this?

PHK

I’ve just a look at the site and I think it’s reasonably clear that credits have a shelf life. 

It’s not particularly unusual for a service to be paid for by credits that expire e.g. pre pay mobile phones, checkmend etc. And even for physical goods gift vouchers and credit notes have an expiry. 

I think your only angle might be protections against unfair contracts but I’m not sure how you’d go about proving it given that type of service is not unusual. 



 

Mr._Mime

I might be old fashioned, but buying credits for services isn't something I really ever do, so it's not usual for me. I can't even think of another service like this I've used. (Not arguing here, just stating my position)

When you say the expiration explanation was clear on site, where did you find it? I just double-checked and it's not on the homepage, for instance, which would be clear.

born_again

Mr._Mime said:

CarVertical is an online service for checking used cars (for outstanding finance, written-off status, etc). You purchase credits (1 credit = £30 = 1 car check) in advance to using them. There's a discount to purchasing multiple credits at once, and this is agressively encouranged when purchasing.

So I bought 2 credits (with my credit card) around 6 months ago, but only ended up using one. I got an email today saying I need to use the remaining credit within 2 days or it will expire. This is a surprise to me - there is nothing to indicate that credits have a shelf-life anywhere in the purchase process.

I have no need to do another check at this moment as I have now purchased a car, but was expecting to keep the credit until I or a family member need to buy another car. Could be another 6 months, a year or more away.

I emailed Car Vertical to ask for a part-refund, or to extend the credit for 6 months. They said because I had used 1 credit, a refund for the unused credit is not possible. They have instead extended the expiration for 1 month, but that there is no possibility to extend the credit for a longer period.

They pointed me to their terms where it does explain there's an expiration, but this is well buried compared to the very salesy purchase process that doesn't mention this fact at all.

The expiration seems pretty unfair. It's not mentioned up front, and it's a virtual credit - one data point in their database. There's no reason that it can't last for as long as they hold my other personal data (ie my account).

Do I have any consumer rights on this?

4.3. The Credits purchased by the User will be valid for 6 months from the moment of purchase. Upon expiry of this period, the User’s Credits will no longer be valid, they will be deleted from their Account and the User will no longer be able to exchange them for Reports.

https://www.carvertical.com/gb/terms-and-conditions

Always should be reading T/C that you agree to sorry to say.

I would see if anyone you know is looking for a car & can use it & pay you. Other than that it's not a unfair contract.