CarExpert Exchange Platform

Dealer Partner Terms & Conditions

These Terms and Conditions govern participation in the CarExpert Exchange Platform by Dealer Partners. Defined terms which are used herein are set out in Section 14 below.  The CarExpert Exchange Platform is a “Product” for the purposes of the CarExpert Terms. The CarExpert Terms apply to these Terms mutatis mutandis.  

The CarExpert Exchange Platform is designed to connect Dealer Partners with Qualified Customers who have already engaged with a CarExpert New Car Specialist.  The purpose of these Terms is to create a clear, consistent process for every Qualified Customer referred to Dealer Partners through the Car Expert Exchange Platform. 

By accepting these Terms, the Dealer Partner confirms that it has read and fully understood all these Terms and the CarExpert Terms and it is authorised to participate in the CarExpert Exchange Platform.  It further agrees to all the terms and conditions set out herein (including, but not limited to, the obligations set out below for Dealer Partners in respect of all Qualified Customer opportunities referred to them through the CarExpert Exchange Platform).

1. What CarExpert will provide

CarExpert will: 
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‍Create an account for the Dealer Partner
‍The Dealer Partner will be required to provide CarExpert with their full name, phone number and email address in order for CarExpert to create an account on the CarExpert Exchange Platform.  CarExpert may also require the Dealer Partner to provide the ABN number and the address of the dealership with which it is connected.  The Dealer Partner must inform CarExpert of any changes to these details.
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‍Provide Qualified Customers
‍Each Qualified Customer referred through Exchange will have been engaged directly by a CarExpert New Car Specialist and confirmed as in-market before requesting a quote from the Dealer Partner.
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‍Manage the customer relationship
‍CarExpert’s New Car Specialists will manage the Qualified Customer relationship from initial enquiry through to contracting and delivery, including follow-up, finance discussions and ongoing communication.
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‍Maintain visibility of process 
‍CarExpert will provide the Dealer Partner with relevant status updates at key stages of the Deal, from initial quote request through to contract, delivery and completion.

Support a smoother buying process
‍CarExpert will work with the Dealer Partner to help keep the customer moving through the process, reduce unnecessary back and forth and support a consistent customer experience.

2. CarExpert Certified Dealer Partner status 

Access to the CarExpert Exchange Platform for Dealer Partners is free, but CarExpert will only grant access upon acceptance of these Terms. By accepting the Terms, the Dealer Partner is granted “CarExpert Certified Dealer Partner” status. Only CarExpert Certified Dealer Partners can access the CarExpert Exchange Platform and receive Qualified Customer opportunities through the CarExpert Exchange Platform.

3. Qualified Customer relationship and continuity

Qualified Customers referred to Dealer Partners through the CarExpert Exchange Platform remain CarExpert customers for the duration of the Deal.

CarExpert’s New Car Specialist team will manage the Qualified Customer relationship, including customer communication, follow-up and finance discussions, from initial enquiry through to delivery.

Accordingly:

• All communication with the Qualified Customer regarding the Deal must be conducted through CarExpert, unless otherwise agreed in writing.
• CarExpert will manage Qualified Customer-facing communication to ensure a consistent experience for the Qualified Customer.
• Where direct contact with the Dealer Partner and the Qualified Customer is required for a test drive, delivery or another agreed operational reason, CarExpert will coordinate the process with the Dealer Partner.
• The Dealer Partner must not use Qualified Customer details provided through the CarExpert Exchange Platform to market, sell or offer other products or services outside the agreed Deal to such Qualified Customer. CarExpert may suspend or terminate the Dealer Partner’s access to the CarExpert Exchange Platform if it becomes aware that the Dealer Partner is in breach of this clause.

Once delivery of the New Car has taken place, the Dealer Partner may contact the Qualified Customer directly for all servicing matters.

4. Response times and service levels

To maintain customer momentum and improve conversion, the Dealer Partner must respond to all quote requests and contract steps from CarExpert within the following timeframes:

Quotes
‍Within 4 business hours of CarExpert sending the quote request.

‍Contracts
‍Within 24 hours of receiving contract documentation or contract requirements from CarExpert.

Where the Dealer Partner cannot meet the applicable timeframe, the Dealer Partner must notify CarExpert without delay and provide an expected response time so that CarExpert can inform the Qualified Customer accordingly.

Repeated delays may affect the Dealer Partner’s standing, visibility or eligibility for future opportunities through the CarExpert Exchange Platform. CarExpert may suspend or terminate the Dealer Partner’s access to the CarExpert Exchange Platform if CarExpert determines in its absolute discretion that the failures of the Dealer Partner warrant such action.  CarExpert may also decline to send the Dealer Partner requests for Quotes.

5. Best price, first time, every time

The Dealer Partner agrees to provide its best available price on the first quote for each Deal. The Dealer Partner must not hold back pricing for later negotiation or provide indicative pricing on which it would not be willing to complete the Deal. Quotes provided to CarExpert’s New Car Specialists must be genuine, competitive and capable of being honoured by the Dealer Partner.

Any Quote provided by the Dealer Partner in respect of a New Car is considered fixed once given to CarExpert and the Dealer Partner should be able to complete the Deal at such price.  CarExpert will inform the Dealer Partner whether or not their Quote is accepted.

Any Quote that is increased, withdrawn, materially changed or not honoured at contract stage will be treated as a breach of these Terms and may affect the Dealer Partner’s standing on the CarExpert Exchange Platform. CarExpert may suspend or terminate the Dealer Partner’s access to the CarExpert Exchange Platform if CarExpert determines in its absolute discretion that the breach of the Dealer Partner warrants such action.  CarExpert may also decline to send the Dealer Partner requests for Quotes.

In some instances, Fleet Pricing is available to CarExpert on New Cars where CarExpert has been granted Fleet Pricing by an OEM. CarExpert will ensure that such discounts are showing for the relevant New Car on the CarExpert Exchange Platform.  The Dealer Partners must include such discounts in their Quotes.  For the avoidance of doubt, there is no restriction on the Dealer Partner providing a greater discount than the Fleet Pricing.

6. Trade-ins

Where a Qualified Customer has a trade-in vehicle, CarExpert may support the Dealer Partner in securing the trade-in alongside the sale of the New Car.Where the Dealer Partner secures the trade-in as part of the Deal sourced through the CarExpert Exchange Platform, a referral fee will apply.

Trade-in referral fee: $500 + GST.

7. Test drives

Where a Qualified Customer requests a test drive of a New Car, CarExpert will coordinate the booking with a participating Dealer Partner through the CarExpert Exchange Platform, while continuing to manage the customer’s buying journey.

7.1 Booking process

The process is as follows:
1. The assigned New Car Specialist will identify a suitable participating Dealer Partner through the CarExpert Exchange Platform and submit a test drive request.
2. The request will include the Qualified Customer’s name, preferred date and time, make, model and any relevant requirements.
3. The Dealer Partner will confirm its availability to CarExpert through the CarExpert Exchange Platform and nominate a dealership contact who will host the Qualified  Customer.
4. Once confirmed, CarExpert will provide the Qualified Customer with the appointment details, including the dealership location and nominated contact.
5. The Dealer Partner will honour the appointment time, welcome the Qualified Customer, complete its usual identification and driver licence requirements and facilitate the test drive.
6. The Dealer Partner may answer questions about the New Car and test drive experience. CarExpert will remain responsible for managing the customer’s broader buying process and subsequent sales follow-up.
7. Following the test drive, CarExpert will contact the customer to obtain feedback and continue the buying process. The Dealer Partner must not try to circumvent CarExpert and contact the Qualified Customer directly after the test drive.  

7.2 Customer details

To allow the Dealer Partner to appropriately prepare for and conduct the test drive, CarExpert will provide the customer’s first and last name and relevant booking details.

Unless otherwise agreed, CarExpert will not provide the customer’s personal contact details before the appointment.
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The Dealer Partner may sight and collect the customer information reasonably required to conduct the test drive, including driver licence information, in accordance with its normal dealership procedures and privacy obligations which shall be no less stringent than those of CarExpert. 

Any  information obtained by the Dealer Partner on the Qualified Customer through the test drive must not be used to circumvent the CarExpert buying process or directly solicit the Qualified Customer for the purpose of avoiding the applicable CarExpert procurement fee.

7.3 Customer attribution and procurement fee

A test drive arranged by CarExpert constitutes a Qualified Customer Introduction by CarExpert to the Dealer Partner.

‍The Qualified Customer will remain attributed to CarExpert for 60 days from the date of the test drive.

‍If, during this 60-day period, the customer purchases a vehicle directly or indirectly from the Dealer Partner, the applicable CarExpert procurement fee will remain payable, regardless of whether the transaction is completed through the CarExpert Exchange Platform or directly between the Dealer Partner and the Qualified Customer.

This applies whether the subsequent purchase is initiated by the Qualified Customer or the Dealer Partner.

The Dealer Partner must notify CarExpert in writing of any purchase of a New Car by a Qualified Customer as a result of a CarExpert Qualified Customer Introduction during the 60 day period following the test drive.

8. CarExpert procurement fees

A Procurement Fee applies to each sale of a New Car resulting from a Qualified Customer Introduction.

The Procurement Fee is calculated by reference to the vehicle’s sale value agreed in the Deal, excluding GST, as set out in the Car Expert Exchange Platform.

No subscription or listing fees apply to participate in the CarExpert Exchange Platform.

Procurement Fees are only payable on delivery of the New Car to the Qualified Customer and are payable in accordance with the payment terms set out herein.

‍Procurement Fees are based on the vehicle's sale price (excluding GST). Refer to the table below for the full fee schedule:

These Procurement Fees apply at the rates set out above unless CarExpert and the Dealer Partner have agreed different rates separately in writing in which case such agreed rates shall prevail over these Terms.

9. Invoicing and Payment

All fees and charges payable to CarExpert under these Terms, a Purchase Order or otherwise in connection with a Deal, including Procurement Fees, trade-in referral fees, CarExpert accessories and any other applicable charges, are invoiced by CarExpert to the Dealer Partner upon delivery of the New Car to the Qualified Customer and are payable within 14 days of the date of CarExpert’s invoice, unless the Dealer Partner has entered into a pre-approved credit agreement with CarExpert or has otherwise been approved by CarExpert in writing for alternative payment terms.

All fees and charges payable to CarExpert are exclusive of GST unless expressly stated otherwise. The Dealer Partner must pay any applicable GST in addition to the relevant fee or charge.

When making payment, the Dealer Partner must quote the relevant invoice number and email remittance advice to finance@carexpert.com.au.

The Dealer Partner must pay all amounts due to CarExpert in full without deduction, set-off or withholding unless required by law or expressly agreed by CarExpert in writing. The Dealer Partner may not deduct or offset any claimed rebate, credit, dispute or other amount against any invoice issued by CarExpert.

If the Dealer Partner fails to pay an amount by its due date, including under any approved alternative payment terms, CarExpert may suspend the Dealer Partner’s access to the CarExpert Exchange Platform until all overdue amounts, including any applicable interest, are paid in full.  CarExpert may charge interest on overdue amounts at 2% per month, or the highest rate permitted by law if lower, calculated from the due date until payment in full.

The Dealer Partner must indemnify CarExpert for reasonable costs and expenses incurred in recovering overdue amounts. If an amount remains overdue for more than 30 days, CarExpert may refer the debt to a third-party debt collection provider.

Nothing in any approved credit agreement limits CarExpert’s right to suspend or terminate further Purchase Orders or CarExpert Exchange Platform participation where a Dealer Partner’s account is overdue or the Dealer Partner exceeds its approved credit limit.

Any fee or charge that has accrued in respect of a Deal remains payable despite any suspension or cessation of the Dealer Partner’s participation in the CarExpert Exchange Platform.

10. Dealer Partner conduct

In all dealings with CarExpert Qualified Customers, New Car Specialists and other CarExpert staff, the Dealer Partner must:

• Engage professionally and respectfully in all communications.
• Honour all Quotes and commitments provided through the CarExpert Exchange Platform.
• Raise any issues, delays or concerns with the Dealer Partner’s CarExpert contact rather than the Qualified Customer.
• Work with CarExpert to resolve any issues quickly to protect the customer experience.
• Avoid any conduct that may undermine the relationship with a Qualified Customer, the Deal or the CarExpert Exchange Platform process. 

11. Terms and acceptance

All new Dealer Partner’s must accept these Terms to participate in the CarExpert Exchange Platform.

Existing Dealer Partners will be asked to accept these Terms as part of the updated CarExpert Exchange Platform operating standards. CarExpert may take acceptance status, service levels and conduct, customer experience and Deal performance into account when determining future participation, visibility and allocation of opportunities through the CarExpert Exchange Platform.  CarExpert may suspend or terminate the Dealer Partner’s access to the CarExpert Exchange Platform if CarExpert determines in its absolute discretion that any breaches of these Terms by the Dealer Partner warrant such action. CarExpert may also decline to send the Dealer Partner requests for Quotes.

The person accepting these Terms confirms they have authority to act on behalf of the Dealer Partner.

12. Purchase Orders

Where a Deal progresses to the Purchase Order stage, the relevant Purchase Order will be subject to the Purchase Order terms and conditions issued with that order and the Dealer Partner must accept such terms and conditions. The Dealer must send the Purchase Order through the CarExpert Exchange Platform with the relevant details to CarExpert. CarExpert will then send the Purchase Order to the Qualified Customer and act as the liaison between the Qualified Customer and the Dealer Partner.

The Dealer Partner must review and accept each Purchase Order in accordance with the process set out by CarExpert.

13. Updates to these Terms

These Terms may be amended from time to time to reflect changes to the CarExpert Exchange Platform and CarExpert will notify you of any such changes. Continued use of the CarExpert Exchange Platform will constitute acceptance of the revised Terms.

The current version will be available via the CarExpert Exchange Platform at exchange.carexpert.com.au.

14. Definitions for these Terms

The following terms shall have the following meanings in these Terms: