What's Fair in Wear and Tear - Passenger & Light Commercial Vehicles
This fair wear and tear guide clearly and simply outlines FleetPartners’ expectations of its vehicles at lease end. It shows the most typical forms of wear and tear sustained by vehicles. The guide includes recommendations on how to reduce your exposure to these problems.
We have formulated these guidelines because we believe that the spirit of partnership that we bring to every aspect of our business shouldn’t stop when the lease of your vehicle eventually comes to an end.
At FleetPartners we are dedicated to providing the highest quality vehicle service and driver support for the most economical cost. You have an important part to play in helping us to continue this competitive advantage.
Additional help at hand
We understand that fair wear and tear and sometimes damage are part of the life of a lease vehicle. We will always work with you to provide ways to minimise any costs for repair that needs to be charged at the end of your lease.
We offer a variety of programmes to assist in reducing your endof-lease costs:
• Driver awareness and training
• Defensive driver education
• Recommendation on vehicle specifications including accessories
• Utilisation of our accredited supplier network for vehicle servicing and repairs (including panel repair)
We want your end of lease experience to be as easy as possible.
Please ask your account manager to assist in the management of any end-of-lease requirements you may have.
The interior - Seating
What’s acceptable?
Light staining
Provided it can be completely removed by steam cleaning.
Fading or discolouring
It has been caused by exposure to sunlight and not
from contact with other substances (e.g. corrosive
cleaning solvents).
Ageing through normal usage
Any wear that is due to ageing or normal usage, including
surface cracks and threadbare fabric.
What’s not acceptable?
Stains
Stains that permanently damage the texture of the
seat fabric
Typical causes: oil, paint, chewing gum.
Staining that cannot be removed by steam cleaning
Cuts, rips or tears
Typical causes: carrying inappropriate items on seats, failing to
inform us that worn fabric requires remedial repair.
Burns
Typical cause: cigarettes.
Damage to seat structure (internal or external)
Typical causes: carrying inappropriate items on seats, imposing
excessive force on seats, failing to inform us that worn fabric
requires remedial repair, removing seats that have not been
designed to facilitate temporary removal.
We recommend:
• Staff members are advised not to place heavy materials or
equipment on the seats of the vehicle.
• Encourage your staff to treat the seating with care. Ensure
they understand that your company will be charged for any
significant damage.
• Ensure that seats which are removed from a vehicle are
stored and refitted before the vehicle is returned (e.g. people
carriers).
• Ensure that any seating that is at risk of excessive wear or
damage is adequately protected. We can supply you with
heavy duty seat covers at a reasonable cost.
The interior - Dashboard, fascia, trim
What’s acceptable?
Light staining
Provided it can be removed by steam cleaning.
What isn’t?
Cuts, tears, dents, deep scratches
Typical causes: carrying inappropriate loads
(e.g. tools and equipment).
Holes made to accommodate an accessory
(e.g. car phone, navigational aid)
Removal of any item or accessory supplied with the vehicle.
(e.g. radio, radio front)
Damage caused by removal or repositioning of
any accessory
Including car phones and navigation kits.
Burns
Typical cause: cigarettes.
Staining that cannot be removed by steam cleaning
Typical causes: oil, grease, paint.
Removal of any item or accessory
Unless done with our prior written approval
(e.g. glove box, ashtray, cup holder, door pocket, radio, radio
security device).
We recommend:
• Staff are encouraged to treat the interior with care. Ensure
they understand that your company will be charged for any
significant damage.
• You contact us for written approval if you want to fit, remove
or replace any accessory in a vehicle on contract to you.
• Any accessories fitted at your expense may be removed
before the vehicle is returned to us, provided any accessory
supplied with the vehicle is replaced in its original position.
Care should be taken when fitting and removing accessories.
The interior - Flooring, luggage areas
What’s acceptable?
Wear that is due to ageing or normal usage
Staining and dirt on carpets and lining fabrics
Provided it can be completely removed by steam cleaning.
What’s not acceptable?
Cuts, rips or tears to carpets or lining fabrics
Burns to carpets or lining fabrics
Typical cause: cigarettes.
Permanent staining on carpets or lining fabrics that can
not be removed by steam cleaning
Typical causes: oil, grease, paint.
We recommend:
• Floor mats supplied remain with the vehicle; and you arrange
for them to be replaced if they wear through.
• Ensure that interiors, whether fitted or removable, are
cleaned regularly.
The exterior - Bodywork
What’s acceptable?
Occasional chipping of paintwork that can be attributed to
normal usage (e.g. chips caused by stones flying off road
surfaces, chips on door edges and surrounds)
Isolated dents less than 10mm in diameter
Provided the paintwork or other surface finish is unbroken and
there is no perceptible crease in the dented panel.
Isolated scratches under 50mm in length that can be
removed by buffing
What’s not acceptable?
A dent over 10mm in diameter
A dent that is formed in a crease or seam
Multiple dents less than 10mm in diameter
within a localised area
A dent where primer or bare metal is exposed
A scratch over 50mm in length that penetrates to bare
metal or primer
Multiple scratches less than 50mm in length
If several in a localised area penetrate to bare metal or primer.
Any tear or rip
Sub-standard panel/paint repairs including the use of
inappropriate or unapproved products
(e.g. Dulon/lacquer paint).
Damage due to decals being applied or removed
We recommend:
• Staff are advised not to drive on any terrain for which the
vehicle is not suited.
• Encourage your staff to drive vehicles with care. Ensure
they understand that your company will be charged for any
significant bodywork damage.
• If a vehicle sustains bodywork damage, ensure that it is
repaired promptly and proficiently.
The exterior - Bumpers, rubbing strips, number plates
What’s acceptable?
Areas of scratching and scuffing that are less than 100mm
in length
Provided there are no cracks or dents and the basic structure is
unchanged.
Isolated dents less than 10mm in diameter
Provided the paintwork or other surface finish is unbroken and
there is no perceptible crease.
What’s not acceptable?
Areas of scratching and/or scuffing that are over 100mm
in length
Where primer or basic material is exposed.
Dents over 10mm in diameter
Multiple dents less than 10mm in diameter within a
localised area
A bumper, rubbing strip or numberplate that is missing or
incomplete
The exterior - Glass, lamps, mirrors
What’s acceptable?
Light scratching and/or minor chipping of any windscreen
or window glass
Provided it does not interfere with the driver's line of sight and
no heating elements are affected.
Light scratching and/or minor chipping of any
lamp glass
Provided it remains watertight.
What’s not acceptable?
Windscreen damage including cracks and chipping that
would constitute a Warrant of Fitness (WOF) defect
Damage that affects heating elements on a hole or crack in
a lamp glass or lens
Damage to mirror glass or surround
NB. If there is windscreen damage that has
occured before the return of the vehicle, please
ensure it is repaired before return.
The exterior - Wheels, tyres (including trim, tools and spare tyres)
What’s acceptable?
Light damage to wheel rims, excluding mag (alloy) wheels
What’s not acceptable?
Tyres that aren’t up to Warrant of Fitness (WOF) standard
Including the spare
Significant damage to the rim or main body of a wheel
Including the spare.
Missing items:
Including the spare wheel, tools and wheel trims.
Significant damage to the sidewalls of tyres
Typical cause: kerbing.
Replacement tyres that don’t meet the recommendations
of the vehicle manufacturer,
re: type, size and speed rating
Replacement wheels that don’t match those originally
supplied with the vehicle
The exterior - Accessories
What’s acceptable?
Removal of any accessory fitted at the customer's expense
e.g. towbar
Provided that any damage caused by its removal is made good.
What’s not acceptable?
Damaged aerial
Damage caused through an incorrectly fitted accessory
Such as a roof rack or towbar.
Damage caused by the removal of an accessory
Removal of an item that was supplied with the vehicle or
subsequently fitted at our expense
Damaged aerials
Any missing items
(including manufacturer
badges and number plates)
The exterior
Logos and other signage
What’s not acceptable?
Uneven paint finish or colouration in areas that have been
under business signage
Damage to paintwork caused by improper fitting and
removal of trade/business signage
We recommend:
• On the conclusion of your lease, you leave the removal
of any company signage to us. A charge will be made for
this service, however it will ensure the job is completed
satisfactorily. You will also receive the added advantage of the
discounts available through us from our body-work specialists.
The interior - Seating
What’s acceptable?
Light staining
Provided it can be completely removed by steam cleaning.
Fading or discolouring
Provided it has been caused by exposure to sunlight and not
from contact with other substances (e.g. corrosive cleaning
solvents).
Ageing through normal usage
Any wear that is due to ageing or normal usage, including
surface cracks and threadbare fabric.
What’s not acceptable?
Stains that permanently damage the texture of the
seat fabric
Typical causes: tar, oil, grease, paint, concrete.
Cuts, rips or tears
Typical causes: carrying inappropriate items or wearing
unsuitable clothing, carrying keys on belts, or not correctly
restraining loads.
Burns
Typical cause: cigarettes, corrosive substances on clothing.
Damage to seat structure (internal or external)
Typical causes: carrying inappropriate items, imposing excessive
force on seats, failing to inform us that worn fabric requires
remedial repair, removing seats temporarily or permanently.
We recommend:
• Fitting seat covers in environments where driver’s clothing
becomes soiled. Please contact us if seat covers are required.
• Advising staff members not to place heavy materials or
equipment on the seats of the vehicle.
• Encourage your staff to treat the seating with care. Ensure
they understand that your company will be charged for any
significant damage.
• Ensure that seats are not removed without our authorisation.
If it is agreed, seats removed are to be stored and refitted
before the vehicle is returned.
• Ensure extra seating is not used for storage of tools and
other materials. Contact us if you need tool boxes fitted to
the chassis.
• If a seat cover is showing wear, please replace it.
The interior - Dashboard, fascia, trim
What’s acceptable?
Light scratches
That is visible but cannot be felt.
Typical causes: clipboards, map-binders, pens, etc.
Moderate to heavy scratches
Up to 100mm long provided they are isolated.
What’s not acceptable?
Moderate to heavy scratches over 100mm in length
Typical causes: storage of tools or equipment, accident damage,
vandalism and negligence.
Multiple scratches under 100mm in length which can be felt
Cuts, dents and tears
Burns
Typical cause: cigarettes, corrosive substances on clothing.
Staining
Typical causes: tar, oil, grease, paint, concrete.
Removal of any item or accessory supplied with the
vehicle, or subsequently fitted at our expense.
Unless done with our prior written approval (e.g. glove box,
ashtray, cup holder, door pocket, radio, radio security device).
Holes and wiring made to accommodate an accessory
(e.g. car phone, navigational aid)
Door trims and/or cigarette lighter missing
We recommend:
• The latest fitting techniques are used to fit radios and
phones, etc. Call us for assistance with fitting options.
• Encourage your staff to treat the interior with care. Ensure
they understand that your company will be charged for any
significant damage.
• Contact us for written approval if you want to fit, remove or
replace any accessory in a vehicle on contract to you.
• Any accessories fitted at your expense may be removed
before the vehicle is returned to us, provided any accessory
supplied with the vehicle is replaced in its original position.
Care should be taken when fitting and removing accessories.
The interior - Floor
What’s acceptable?
Wear that is due to ageing or normal usage
What’s not acceptable?
Excessive wear to floor coverings
Typical cause: heavy work boots.
Staining that cannot be removed by steam cleaning
Typical causes: tar, oil, grease, paint, concrete.
Burns to carpets or lining fabrics
Typical cause: cigarettes, corrosive materials
Holes or tears
We recommend:
• Use commercial floor mats and replace as frequently as
required for proper protection. Contact us for the correct
floor coverings for your needs.
• Ensure floor coverings, whether fitted or removable, are
cleaned regularly to avoid substance build up.
• Encourage staff to ensure their boots and clothes are as
clean as possible before entering the vehicle.
• If floor mats are showing wear, please replace them.
The exterior - Side panels, doors, roofs, cracking of body
What’s acceptable?
Minor scratches or dents
Provided they are not visible on the exterior of the vehicle.
What’s not acceptable?
Dents which are visible
Typical causes: collision or impact damage caused by unsecured
loads.
Panelling that is bent or otherwise distorted
Typical causes: carrying inappropriate loads.
We recommend:
• Not allowing inappropriate loads to be carried.
• Ensure that wherever possible the load is fully secured.
• Tub linings, shoring bars and tie rails are installed to protect
panels. Call us to arrange this.
• Call us for a copy of our guidelines for Safe Carriage of
Loads and distribute it to your drivers.
The exterior - Load area, floor, bulkhead, wheel arches
What’s acceptable?
Wearing away of paint on interior surfaces
This is unavoidable in load-bearing areas.
Dents under 30mm in depth
As long as the floor and wheel arch retain their original shape
and the metal is not pierced.
Light substance residues
Earth, oil, dust and cement.
What’s not acceptable?
Dents over 30mm in depth or dents that have changed the
overall shape of a panel
Typical causes: collision or impact damage.
Piercing of interior panels
Panelling that is bent or otherwise deformed
Typical causes: carrying inappropriate weights, failing to secure
loads correctly.
Excessive substance residue which can’t be removed
Typical examples: tar, concrete, paint, spills.
The exterior - Chassis
What’s acceptable?
Minor scratches and dents
Scratches and chipping of paintwork to exposed areas
of chassis
Wheel arches area.
Surface rust to chassis flange and body contact areas
Chassis with minor scuffing and dents
What’s not acceptable?
Any significant damage
Including twisted or bent chassis rails.
Extensive rust
Undercarriage damage
Bent or twisted chassis
Chassis are design to standards for the intended use of each
vehicle – do not exceed these limits.
Cracking
Unauthorised chassis modification
We recommend:
• Fitting belly plates for vehicles driving on construction sites or
off-road.
• Anti-corrosion treatment to chassis and driveline.
• Call us for assistance in ensuring vehicle and payload
compatibility.
The exterior - Glass, lamps, mirrors
What’s acceptable?
Light scratching and/or minor chipping of any windscreen
or window glass
Provided it is still to Warrant of Fitness (WOF) standard and no
heating elements are affected.
Light scratching and/or minor chipping of any lamp glass
Provided it remains watertight.
What’s not acceptable?
Windscreen damage within the driver’s line of sight
Anything that would cause the vehicle to fail a Warrant of
Fitness (WOF) / Certificate of Fitness (COF)
Damage that affects heating elements on a rear screen
A hole or crack in a lamp glass or lens
Damage to mirror glass or surround, framework or support
Fitment of non-genuine mirrors without prior approval
NB. If there is windscreen damage that has
occured before the return of the vehicle, please
ensure it is repaired before return.
We recommend for light commercial vehicles:
• Fit headlight protectors.
• Fit windscreen stone guards.
The exterior - Accessories, signwriting
What’s acceptable?
Removal of any accessory fitted at the customer's expense
Provided that any damage caused by its removal is made good.
What’s not acceptable?
A damaged or missing aerial
Signwriting or livery which has been added to the vehicle
This must be removed before it is returned, unless prior
arrangements have been made.
Damage caused through an incorrectly fitted accessory
Such as a roof rack or towbar.
Damage caused by the removal of an accessory
Removal of an item that was supplied with the vehicle or
subsequently fitted at our expense
Holes due to the removal of two-way aerials fitted to
the body
Damage to paintwork caused by improper fitting and
removal of trade/business signage
We recommend:
• All accessories supplied with the vehicle are returned with
the vehicle.
• Take due care and responsibility when removing your
accessories, signwriting and decals, and repair any damage
caused by this.
• Where possible fit rubber coated aerials or aerials with quick
removal stems. This will avoid the cost of replacing the entire
aerial and base.
We can advise of accessory selection.
• Fit two-way aerials to gutter mounts or appropriate body
locations to avoid drilling holes in the cab roof. We can
advise on accessory fitment.
The exterior - Cabs
What’s acceptable?
Stone chips
Minor chipping of paintwork that can be attributable to
normal usage
Typical examples: chipping caused by flying road stones to front
panels, intake canisters and side mirror surrounds.
Isolated dents up to 30mm in diameter
Provided the paint work or other surface finish remains unbroken.
Heavy scratching below loading doors
Provided it is attributable to normal loading and unloading.
Heavy scratching below driver and passenger doors
Provided it is attributable to normal cab entry and exit.
What’s not acceptable?
Scratches over 100mm in length or that penetrate to bare
metal or primer
Excessive scratching in a localised area showing bare metal
or primer
Due to misuse or negligence.
Dents over 30mm in diameter
Multiple dents in one area that are up to 30mm in diameter
Whether on the interior or exterior.
A minor dent that has broken through the paint to show
primer or bare metal
Repair work that hasn’t been carried out to an acceptable
standard
Damage where a fitting has been removed
Dents in cab roofs of refrigerated vans caused by standing
on the cab while attending to the refrigeration plant
We recommend:
• Don’t allow vehicles to carry inappropriate goods or to visit
locations for which they are unsuited.
• Ensure that all reasonable precautions are taken to protect
any bodywork that is at risk of damage.
• Monitor the condition of vehicles. Have your staff complete
annual inspections. Call us for inspection sheets.
• Ensure repairs are carried out to industry standard.
• Ensure staff do not walk on any van roof e.g. when securing
loads to roof racks.
• Ensure signwriting or decals are professionally removed.
• Fit catwalks to cabs of refrigeration vans.
The exterior - Bumpers
What’s acceptable?
Areas of scratching and scuffing
Provided there are no cracks or dents and the basic structure is
unchanged.
Dents up to 30mm in diameter
Provided the bumper retains its shape and rigidity.
What’s not acceptable?
Any bumper that is incomplete, cracked, twisted or
misaligned
Substantial damage where a bumper no longer retains its
structure and rigidity
Any dent over 30mm in diameter
Unless the damage is adjacent to a loading area.
We recommend:
• Fitting appropriate protection bars.
• Fitment of peeper windows.
• Fitment of fisheye mirrors.
The exterior - Wheels, tyres, guards and tools
What’s acceptable?
Minor scuffing to wheel guards
Scratches and scuffs to rims and trims excluding mag
(alloy) wheels
What’s not acceptable?
Significant damage to the rim or main body of a wheel
Including the spare.
Missing spare wheel, tools and jack
Significant damage to the sidewalls of tyres
Typical cause: kerbing.
Replacement tyres that don’t meet the recommendations
of the vehicle manufacturer, re: type, size and speed rating
Tyres that aren’t up to Warrant of Fitness (WOF) standard
Including the spare.
Damaged or split wheel trims and rims
We recommend:
• Ensure tyre pressures are regularly maintained.
• Ensure qualified tyre experts carry out regular tyre
inspections. We can assist with tyre inspection programmes.
• Fit tyre pressure decals to wheel arches.
The exterior - Bodies and ancillary equipment
What’s acceptable?
Some floors may be cracked or splintered
What’s not acceptable?
Floors that have dents, holes, missing or broken
floorboards
End-of-lease - Moving forward
Keys and remote devices
All keys and remote devices supplied, including spares, must be returned at the end of the lease. A charge will apply for any that are not returned with the vehicle.
Please take special care of red keys and other master keys for engine management
systems as the cost of replacing these can be significant.
Routine maintenance
Vehicles must be maintained in accordance within manufacturers guidelines, as per the instructions in your lease agreement. Routine servicing should be undertaken at
recommended intervals by authorised agents. Take care to ensure that the vehicle's service record is kept up to date and stamped each time.
Drivers must ensure that oil and coolant levels are checked regularly and maintained at appropriate levels between services. Please follow any other checks and procedures in the vehicle's maintenance guide.
Vehicle Inspections
Upon return of the vehicle an inspection will be completed with a report documenting the vehicle condition at the end of the lease.
Charges are applicable if:
• A vehicle has not been maintained in the recommended manner.
• Any component that has deteriorated as a result of driver negligence.
Contact Information
FleetPartners Direct - 0800 360 960
Customer Service - 0800 372 632
www.fleetpartnersnz.co.nz