Complaint Handling Policy

Any damage to the car body (outside and inside) that are not indicated in the description of the car or in the report on damage, or are poorly visible in the photographs provided by Avcars/A.Viartsinski Individuali Imone may cause a claim.

The cost of the car

The maximum mileage of a vehicle for which a claim can be accepted is 200,000 km. Complaints about body damage can only be filed for vehicles worth more than 5,000 euros (a winning bid minus VAT and fees).

Claim amount

A claim for less than 399 euros will not be considered.

Delay

The maximum time for filing a claim is two business days from the date of receipt (COD) or delivery (CMR invoice). Any claims submitted after this period will not be accepted.

Mileage

The current mileage must be reported to AVCARS/A.Viartsinski individuali imone upon presentation of the claim (we must have a clear odometer reading). Any difference in mileage compared to the mileage initially indicated during the auction, exceeding 100 km, raises suspicions about the client and the claim. Such claims will not be accepted.

Excluded damage to the body

• normal wear and tear takes into account the condition mileage and/or age of the car
• small scratches on the outside / inside
• small dents
• scratches on the side mirrors
• dirty interior of the car
• worn or damaged tires
• small disc
• damage damage to the inside of the car as a result of wear
• marks from the impact of small stones on the glass
• broken light bulbs
• broken grille

Excluded cars or situations

• Claims about cars that were picked up too late for more than 14 days (after the official permission to receive AVCARS/A.Viartsinski individuali imone)
• Claims for damaged cars and cars after an accident: cars sold in the categories of "Technical damage and body damage", "Special body damage", "Broken cars" or "Cars after an accident".
• AVCARS/A.Viartsinski individuali imone does not accept claims about the quality of car repair/restoration (especially regarding body paint: the thickness of the paint layer).
• Delay
  The maximum time for filing a claim is two business days from the date of receipt (COD) or delivery (CMR invoice). Any claims submitted after this period will not be accepted.
• Mileage
  The current mileage must be reported to AVCARS/A.Viartsinski individuali imone upon presentation of the claim (we must have a clear odometer reading). Any difference in mileage compared to the mileage initially indicated during the auction, exceeding 100 km, raises suspicions about the client and the claim. Such claims will not be accepted.

CMR Dispatch Invoice DCMR or final CMR or FCMR Invoice If received by the shipping company, you or your driver must report the shipment (DCMR) damaged defect upon receipt (approved by an authorized local or employee) or delivery. It is important that the damages are mentioned in the CMR invoice as soon as they are noticed, as there may be 2 situations:

1 situation:

If the damage to the body is indicated in the CMR consignment note, it means that the damage to the body already existed, therefore, AVCARS/A.Viartsinski individuali imone can pay compensation if all conditions are met.

2 the situation:

If the damage to the body is not indicated in the CMR consignment note, but only in the final CMR consignment note, it will be considered that the damage to the body occurred during transportation.

• If the transportation was arranged by AVCARS/A.Viartsinski individuali imone, then it pays compensation (if all conditions are met).
• If you have arranged transportation on behalf of AVCARS/A.Viartsinski individuali imone, AVCARS/A.Viartsinski individuali imone is not obligated to pay compensation, as it is concluded that the transportation company is responsible for the damage to the body.
• If the car is picked up by you or your representative using COD, the damage must be mentioned in the AVCARS damage report and approved by an authorized employee at the pickup location.

Odometer status

You must provide a clear photo of the odometer.

Photos or videos

You must provide a clear photo of the odometer.

External report

• To substantiate the claim, the applicant may submit official diagnostic reports or third-party statements that include a standard description provided by an authorized workshop or authorized dealer.
• The ID numbers and prices of the spare parts that may be required should be included in this statement.
• Applications from third parties must be received by us within one week from the date of filing the complaint. AVCARS/A.Viartsinski individuali imone does not reimburse any expenses related to obtaining additional supporting material.

Additional verification

AVCARS/A.Viartsinski individuali imone also has the right, at its own expense, to use the services of a third-party European inspection company (for example, Dekra) to inspect the car and the evidence provided in order to obtain a different opinion. In this case, it is forbidden to perform any modifications to the machine before

The claim can be based on a technical defect or violation of the technical functioning of the car, which were not indicated in the description of the vehicle provided during the auction. For technical damage, the external diagnostic report is mandatory.

Car value 

The maximum mileage of a car for which a claim can be accepted is 200,000 km. Complaints about the body damage can be filed only against cars worth more than 5,000 euros (winning the rate minus VAT and fees).

The amount of the claim 

the amount of less than 399 euros, there will be no Considered.

delay 

The maximum term for the claim is a business day from the date of receipt (COD) or delivery (CMR invoice). Any claims presented after this period will not be accepted.

Mileage 

The current mileage must be communicated to the Avcars/A.Viartsinski Individuali Imone a claim (we should have a clear indication odometer). Any difference in the run compared to the mileage originally indicated during the auction exceeding 100 km is suspicious of the client and the claim. Such claims will not be accepted.

Excluded technical damage

• Broken clutch (and bearings)
• A broken two-piece flywheel
• Faulty air flow meter
• Liquid leakage in the air conditioning system
• Damaged brakes and/or handbrake
• A broken exhaust gas recirculation valve
• Broken shock absorber(s)
• Discharged/poorly charged battery
• Faulty injectors
• Broken wheel bearings
• Liquid leaks
• Damaged diesel engine particulate filter
• Faulty air conditioner compressor
• The broken radio

Excluded cars or situations

• Claims about cars that were picked up too late for more than 14 days (after the official permission to receive AVCARS/A.Viartsinski individuali imone)
• Claims for damaged cars and cars after an accident: cars sold in the categories of "Technical damage and body damage", "Special body damage", "Broken cars" or "Cars after an accident".
• Modified/modified vehicles: Claims about vehicles that have been modified due to local taxation or other reasons, in particular to ensure compliance with local legislation on CO2 emissions.
• AVCARS/A.Viartsinski individuali imone does not accept claims about the quality of car repair/restoration (especially regarding body paint: the thickness of the paint layer).

Diagnostic report 

• The applicant must provide official diagnostic reports that include a standard description provided by an official workshop or an authorized amplifier
• ID numbers and prices and prices Spare parts that may be required should be included in this statement
• statements from Friendly entities must be obtained by us within one week from the date of filing a complaint. Avcars/a.viartsinski individuali imone does not reimburse any expenses associated with obtaining additional confirming material.

The state of odometer 

• is necessary Provide a clear photo of the odometer.

CMR INVOICE/Damage Report

Any technical defect mentioned in the CMR invoice/ Damage report with parking stamp, strengthens the evidence base of the case.

Photos or videos

Any clear photo or video evidence demonstrating the damage may be included as evidence when making a claim.

Additional verification

AVCARS/A.Viartsinski individuali imone also has the right, at its own expense, to use the services of a third-party European inspection company (for example, Dekra) to inspect the car and the evidence provided in order to obtain a different opinion. In this case, it is forbidden to perform any modifications to the machine until completion.

The missing equipment is any unit of equipment indicated in the description of the car provided during the auction, but actually absent in the car.

Claim amount

Compensation for claims related to missing equipment is limited to 5% of the cost of the car (the winning rate minus VAT and fees).

Delay

The maximum period for filing a claim is 3 business days from the date of receipt/delivery (COD/CMR invoice). Any claims submitted after this period will not be accepted.

Mileage

The current mileage must be reported to AVCARS/A.Viartsinski individuali imone upon presentation of the claim (we must have a clear odometer reading). Any difference in mileage compared to the mileage initially indicated during the auction, exceeding 100 km, raises suspicions about the client and the claim. Such claims will not be accepted.

Excluded missing equipment

• The antenna is missing
• The wheel hood is missing
• Spare tires are missing
• There is no instruction manual for the car
• There is no navigation on CD/DVD/SD card, etc.
• There are no winter/summer tires and other removable components (e.g. mats, headphones, portable GPS receiver, etc.)
• Missing (engine cover or other covers)
• The service book is missing
• Missing radio code
• Missing luggage bag
• There is no fuel in the tank
• There is no tire compressor
• There are no stickers and/or labels
• The keys to the components (roof rack, tow bar, etc.) are missing.

Excluded cars or situations

• Claims about cars that were picked up too late for more than 14 days (after the official permission to receive AVCARS/A.Viartsinski individuali imone)
• Claims about damaged and broken cars, if there is an obvious connection between the existing damage and the missing equipment. This applies to vehicles sold in the categories of "Technical damage and body damage", "Special body damage", "Technical damage", "Broken cars" or "Cars after an accident".

CMR Dispatch Invoice (DCMR) or Final CMR Invoice (FCMR)

If received by a shipping company, you or your driver must report the missing equipment upon receipt (with confirmation by an authorized) local employee or delivery. It is important that the missing equipment is mentioned in the CMR invoice as soon as it is noticed, as 2 situations may arise:

1 situation:

If the missing equipment is indicated in the CMR dispatch invoice, it means that it was no longer there, therefore, AVCARS/A.Viartsinski individuali imone can pay compensation if all conditions are met.

2 the situation:

If the missing equipment is not indicated in the CMR consignment note, but is indicated only in the final CMR consignment note, it will be considered that it was lost during transportation.

• If the transportation was arranged by AVCARS/A.Viartsinski individuali imone, then it pays compensation (if all conditions are met).
• If you arranged transportation on behalf of AVCARS/A.Viartsinski individuali imone, AVCARS/A.Viartsinski individuali imone is not obligated to pay compensation, as it is concluded that the equipment was lost during transportation.
• If you or your representative receives the car using COD, the missing equipment must be mentioned in the AVCARS/A.Viartsinski individuali imone damage report and approved by an authorized employee at the receiving location.

Odometer status

You must provide a clear photo of the odometer.

Photos or videos

Any clear photo or video evidence demonstrating the damage may be included as evidence when making a claim.

External report

To substantiate the claim, the applicant may submit official diagnostic reports or third-party statements that include a standard description provided by an authorized workshop or authorized dealer. AVCARS/A.Viartsinski individuali imone does not reimburse any costs associated with obtaining additional supporting material.

Invalued information is any information provided about the condition of the car, which differs from the actual state of the car, but does not concern the body damage, technical damage or missing equipment. Inappropriate information, as a rule, can be undeniable to check.

Claim amount

Compensation for claims related to incorrect information is limited to 5% of the cost of the car.

Delay

The maximum period for filing a claim is 3 business days from the date of delivery of the original documents for the car. Any claims submitted after this period will not be accepted.

Excluded incorrect information

The wrong information related to modified cars is excluded. Modified cars were changed due to local taxation or for other reasons, mainly to ensure compliance with the local legislation on emissions CO2.

Photos or videos

Any clear photo or video evidence demonstrating the damage may be included as evidence when making a claim.

External report

To substantiate the claim, the applicant may submit official diagnostic reports or third-party statements that include a standard description provided by an authorized workshop or authorized dealer.

• The ID numbers and prices of the spare parts that may be required should be included in this statement.
• Applications from third parties must be received by us within one week from the date of filing the complaint. AVCARS/A.Viartsinski individuali imone does not reimburse any costs associated with obtaining additional supporting material.

Additional verification

AVCARS/A.Viartsinski individuali imone also has the right, at its own expense, to use the services of a third-party European inspection company (for example, Dekra) to inspect the car and the evidence provided in order to obtain a different opinion. In this case, it is forbidden to perform any modifications to the machine until completion.

Category “Other” includes any elements that are not related to the car itself, but related to the provision of our services.

The maximum amount of compensation for this category of claims is established in the amount of 100 euros , if we are not talking about the extreme delay in maintenance or other significant violations. If proper evidence is provided, the amount of compensation will be revised in accordance with the damage incurred.

Claim amount

The amount of compensation for claims related to "Other" is limited to 100 euros

Delay

The maximum period for submitting a claim is 3 business days from the date of delivery.

Exceptions to the “Other” category

• delay in transportation
• delay in issuing permission to receive

is not applicable

Make sure that the complaint corresponds to our conditions and provisions

File a complaint 

To file claims, the applicant must first enter into the client’s account using his personal account Avcars/A.Viartsinski Individuali Imone, and select “Send/change the claim ".

Then the applicant must introduce requested information and upload the files necessary for submitting a claim and evidence to confirm it. The applicant must choose the main form of damage to the car from the opening list. The applicant must indicate additional damage or important comments in the “Description” field.

! Important remark: Claim compiled in English can be considered faster 

A team consideration of claims begins to considerate the claim within 3 business days 

If the complaint corresponds to the conditions and provisions of AVCARS/A.VIARTSINSKI Individuali Imone, it is effectively and carefully considered services AVCARS/A.VIARTSINSKI Individuali Imone.

Your complaint is considered by our experts

During this process, the applicant can monitor the consideration of the complaint in the “My complaints” section at the client’s account. Car experts are considered by avcars/a.viartsinski individuali Imone will consider claims, drawing special attention to the requirements and evidence provided by the applicant.

The Claims Considering team will tell you the result 

you will receive an email with a decision on your claim and the grounds on which it was made.

You have 5 days to accept the offer.

Applicants have a maximum of 5 working days to accept an offer from AVCARS/A.Viartsinski individuali imone. This period starts from the date of sending the AVCARS offer. Applicants must provide their company's bank details for possible compensation. If the applicant agrees to the proposed settlement during this period, the full amount of compensation will be paid.

!Important note: By accepting the offer of AVCARS/A.Viartsinski individuali imone, the applicant agrees not to take any other legally prescribed actions and not to demand additional compensation.

The complaint will be closed within 3 days from the date of notification of the result

If the applicant does not give an answer or does not provide bank details in the above period, the claim will be considered unattended the client will be automatically closed