CUPRA Roadside Assist offers reliable and secure roadside assistance Roadside Assistance where possible and will

where possible and will also provide advice on accident procedures. If

24 hours a day, 365 days a year. To access CUPRA Roadside Assist, required, we will coordinate alternative transport to enable you to
simply call us on 1300 409 736. Please have the following information If our customer service assistant is unable to get your vehicle continue your journey. All accident towing and alternative transport
ready when you call: mobilised over the telephone, we will dispatch a service provider to costs are your responsibility.
▪ Your name and telephone number assist in the following ways:
▪ Your breakdown location (stating the nearest cross street (Note that these costs, subject to the payment of any excess, may
where possible) Flat batteries be recoverable from your insurance company under an appropriate
▪ Your vehicle registration number or Vehicle Identification Flat batteries can occur. If you find yourself immobilised with a insurance policy)
Number (VIN) battery problem, we will attend to your vehicle, test the battery for
▪ A description of the problem performance, jump start the flat battery or coordinate a battery Bogged vehicle
replacement if required. Should the battery still be covered under the We will attend and recover your vehicle from a bogged situation
Who is the Roadside Assistance Provider? warranty period, the battery replacement may be completed at no provided that reasonable and safe access is available to a conven-
cost to you. However, if the battery is outside the warranty period or tional two wheel drive recovery vehicle and no other specialist
Your CUPRA Roadside Assist membership is provided by 365 a nongenuine battery is used for the replacement, the cost of the equipment is necessary. If the vehicle cannot be accessed by a
Assistance Pty Ltd ABN 59 160 076 200 trading as ‘365 Assistance’ replacement battery may be charged to you. conventional two wheel drive recovery and/or specialist equipment
(‘365’). Whenever you request roadside vehicle assistance under your is necessary, then all costs will be your responsibility.
membership, you will be making that request to 365 Assistance, who Emergency fuel
will provide the services on the terms and conditions set out below. If your vehicle runs out of fuel, we will provide sufficient petrol, diesel Caravan & Trailer Assistance
or AdBlue (to a maximum of 10 litres) for you to travel to the nearest If your vehicle suffers a breakdown and requires transportation to a
CUPRA The terms and conditions contain exclusions and limitations. A
reference to ‘we’, ‘us’ or ‘our’ in these terms and conditions is to 365
Assistance.
available petrol station. If you drive an LPG fuelled vehicle, we will tow
your vehicle to the nearest petrol station, subject to the towing limits
repairer, we will transport the attached caravan or trailer to the same
repairer or nearest safe location.
set out below. In the event that wrong fuel is added to the vehicle,
Assist Eligibility criteria towing to the nearest authorised repairer will be coordinated at your
cost.
Taxi
If your vehicle cannot be mobilised due to a breakdown and must be
transported to the nearest authorised repairer, we will provide
In order to be eligible for CUPRA Roadside Assist membership, your multiple taxi rides within 24 hours, to a maximum value of $150.00
vehicle must be a roadworthy well-maintained vehicle. If your vehicle Flat tyres
If you find yourself with a flat tyre, we will change it with the vehicle’s (inc. GST) so you and your passengers can continue your journey to
is not a roadworthy well-maintained vehicle, we may still arrange a the nearest town or within the same city where the breakdown
roadside assistance provider to service your callout but we will inform serviceable spare wheel. If your vehicle is not equipped with a spare
wheel, we will transport the vehicle to an approved tyre outlet or occurred. You will be required to pay for these at the time and submit
you of the cost that will be charged to provide you with assistance.
authorised repairer, whichever is the nearest (subject to the a claim for reimbursement with your receipts.
Terms and Conditions This cost will be your responsibility.
towing/transportation limits). Should additional services be required
beyond this due to multiple flat tyres, the spare tyre being unservice- Emergency accommodation
Updated 28th December 2023 When will your 5 year CUPRA Roadside Assist able, replacement wheel studs/nuts not being available or locking If your vehicle is immobilised by a breakdown and you are more than
membership start? vwheel nut key not available, towing will be provided at your cost. 150 kilometres from your home, we will provide three (3) nights of
accommodation up to the value of $150.00 (inc. GST) per night
Every new CUPRA vehicle includes 5 years of Roadside Assist Lost or locked keys should you decide to remain with your vehicle while it is repaired
membership, commencing from the CUPRA New Vehicle Warranty If you lose your keys or lock them in your vehicle, we will provide all locally, or if alternative transport is unavailable. In addition to three (3)
Start Date. reasonable assistance (subject to proof of ownership shown) to: nights of emergency accommodation, you may be eligible for a rental
▪ locate and deliver a spare key or vehicle for up to three (3) days to a value of $150.00 (inc. GST) per
▪ arrange for the driver to retrieve the spare key, if this is day should your vehicle be immobilised by a breakdown. Any
Please stay with your vehicle amounts charged in excess of this limit will be at your cost. This
more practical; or
▪ gain access to your vehicle (once a consent and benefit will stop once your vehicle has been repaired.
Once a roadside service provider has been called, it is important that
you remain with your vehicle if it is safe to do so. Should we arrive at indemnity form has been signed by you).
Car rental
the scene of the breakdown and the vehicle is unattended, we will be
unable to a carry out any work and payment may be required for any In all other situations where the key is not available, we will arrange to If your vehicle is immobilised by a breakdown, we will provide a rental
transport the vehicle to an authorised repairer, where the appropri- vehicle for up to ten (10) days. Any amount charged in excess of this
subsequent callouts to assist with the same incident. If you require
ate entry methods may be used. We will not be responsible for any limit will be at your cost. You will be responsible for all fuel costs, toll
assistance and have to leave your vehicle for safety reasons, please
damage incurred, or for any repair costs that result from gaining charges, insurance excess reduction, excess kilometre charges, any
advise the customer service assistant at the time of the initial call.
access to the vehicle or moving the vehicle while it is locked. traffic infringements, relocation fees, any damage and any excess or
insurance waivers on the rental vehicle. Rental vehicle benefits cease
Tele-Assist Towing/transportation on the day the vehicle has been repaired. Cannot be used in
If your vehicle cannot be mobilised at the breakdown location, we will conjunction with Emergency Accommodation &/or Alternative
Once our customer service assistant receives your call, we will Transportation.
deliver your vehicle to either the nearest or your preferred
provide general advice about the operation of your vehicle. If your
authorised CUPRA Service Partner within the same Metro Area, or
vehicle is immobilised, we will provide an over the phone diagnosis Alternative transportation
your preferred CUPRA Service Partner, up to 250km if you are in a
(where possible) to get your vehicle mobilised. Should hotel accommodation or a rental vehicle be unavailable
Rural Area. If the breakdown has occurred after business hours, we
will arrange for your vehicle to be stored at a secure facility and following the immobilisation of your vehicle due to a breakdown and
delivered to the authorised repairer the next working day. you are more than 150 kilometres from your home, we will transport
you and your passengers to the next stop in your journey.
Accident Coordination
Following an accident, we will coordinate towing arrangements Vehicle relocation
Vehicle relocation will be provided where your vehicle has a
Page 1 breakdown more than 150 kilometres from your home and cannot be
repaired on the same day. If you have left the vehicle to continue J. accident damage, any damage arising from or caused by Privacy
your journey, vehicle relocation will be provided to deliver the an impact or collision or accidental damage of any nature,
vehicle, once repaired, to your home or intended destination where any attempted or successful theft or break-in of the 365 Privacy Policy explains how it deals with your personal informa-
the distance between you and the selected authorised repairer is vehicle (but excluding the provision of and cost of tion in order to provide you with CUPRA Roadside Assist and is
greater than 100 kilometres. Alternatively, return transport will be providing any accident-related services which we agree available here.
provided to enable the driver to pick up the repaired vehicle. to arrange or provide);
K. failure by you to comply with instructions reasonably CUPRA’s Privacy Policy explains how CUPRA deals with your personal
Urgent message relay provided by us, our agents or service providers; information and is available here.
Following a breakdown or accident, we will relay urgent messages to L. failure by you to comply with any applicable road laws or
family, friends or business associates likely to be affected or regulations;
concerned by the disruption or delay and/or provide advice on local
Definitions
M. vehicles over 3.5 tonne GVM (Crafters only are allowed up
transport options and alternatives. to 5 tonne GVM).
In these terms and conditions, the following words have the following
meanings:
Legal advice 3. Where we incur costs under item 2 above, you will be
▪ accident:
Telephone legal advice is available from one of our preferred legal responsible for the cost and must make payment in the amount
a vehicle damaged by impact or collision of any nature, or
firms for preliminary advice on any matter involving the use or and manner as advised by us. Additionally, if any of those
by attempted or successful theft or break in to the
ownership of your vehicle. Advice is confidential and there are no events result in more than 3 callouts per year, we will be entitled
vehicle.
consultation fees or telephone charges. It does not extend to written to suspend your membership by giving you 30 days prior
▪ authorised repairer:
advice, preparation of briefs or personal interviews. written notice with an explanation of the decision.
CUPRA Medical advice
4. Services provided by us are also subject to:
▪ Resources being reasonably available in the vicinity of the
a CUPRA Service Partner dealership, a servicing dealer or
a repairer that has been authorised and approved by
CUPRA to undertake workshop repairs to the vehicle. We
We will coordinate urgent telephone medical advice for you or breakdown or problem;
Assist someone travelling with you. You will be responsible for all associated
medical costs.
▪ Any circumstance reasonably considered to be beyond
our control (including but not limited to poor weather
are not responsible for any costs for work carried out by
an authorised repairer and all repairs and costs are your
responsibility.
conditions such as heavy rain, cyclonic conditions, snow
▪ breakdown:
Property Assistance fall and flooding, as well as war, strikes, civil Commotion,
mechanical or electrical fault which has caused the
Should any household emergency arise due to fire, flood, storm, unexpected traffic conditions and telecommunication
vehicle to be immobilised or become unsafe to drive
earthquake or burglary, whilst travelling more than 100km from your failures);
(whether in transit or otherwise). Breakdown can also
home in your vehicle, we will coordinate the appropriate services to ▪ Areas being trafficable by a two wheel drive recovery
include a flat tyre, flat or faulty battery, a vehicle which
attend the driver’s home and minimise further loss or damage. We vehicle;
Terms and Conditions will arrange the assistance, however, all repair costs, supervision and ▪ Vehicle accident or traffic congestion;
has run out of fuel or keys which have been locked in the
vehicle or lost.
authorisation of repairs are your responsibility. ▪ Restricted access area requirements.
Updated 28th December 2023 ▪ callout:
roadside assistance provided by our customer service
Exclusions and Limitations 5. We have no obligation to pay for costs incurred in service calls
assistant over the telephone or by us or a service provider
We provide general roadside assistance. We will not be responsible where your vehicle is immobile in a workshop undergoing
at or from the breakdown location.
for the cost of any parts or components for the roadside repair of the repairs, or undergoing mechanical or electrical repairs at your
▪ home:
vehicle, other than minor breakdown repairs. Please note: premises. We are not responsible or liable for any costs arising
your home or business address as registered on our
1. We will not be responsible or liable for any additional or from work carried out by an authorised repairer, and all repairs
roadside assistance system.
increased costs and expenses incurred as a result of the and costs for repairs undertaken by the repairer are your
▪ minor breakdown repairs:
vehicle being outside a service area. responsibility.
minor repairs of an immobilised vehicle (including
2. Subject to the statutory consumer guarantees and remedies
components) to facilitate the immediate mobilisation of
available to you under the Australian Consumer Law and Transfer of membership the vehicle. It does not include workshop repairs which
except to the extent caused by our negligence or our agents
may require diagnostic equipment or parts or repairs and
or service providers, we are not required to provide the
Your membership is fully transferable to the new owner of the vehicle does not include servicing of vehicles.
roadside assistance services and will not be responsible or
at any time during the membership period. Please contact us on ▪ mobile or mobilised:
liable for any costs and expenses (or any increased costs or
1300 409 736. means moving or capable of moving using the vehicle’s
expenses) incurred in connection with or as a result of:
own power and as intended by the manufacturer when
A. the vehicle not being registered on our roadside
Australian Consumer Law operating normally and not in need of assistance.
assistance system where membership data is stored;
“Immobile” and “immobilised” have the corresponding
B. the vehicle being unregistered;
Despite anything contained in these terms and conditions, the meaning.
C. the vehicle being unattended;
Australian Consumer Law (ACL) gives you statutory rights including ▪ restricted access area:
D. the vehicle being involved or connected to any form of
guarantees and remedies that cannot be excluded or modified by an area that is protected by security and/or other systems
motor sports (including driving on a racetrack or
these terms and conditions. The ACL guarantees and remedies designed to prevent access by unauthorised people and
competing in organised road or off-road rallies);
include (depending on the type of failure, fault, or defect and includes areas that we do not have permission to enter
E. vehicle abuse or neglect by you (as reasonably
whether major or minor) repair or replacement, a refund, compensa- (including but not limited to airports, sporting venues,
determined by us or CUPRA);
tion for reasonably foreseeable loss or damage, or a resupply of protests, airports, and concerts).
F. you failing to use reasonable care with the vehicle;
services if the goods or services do not meet the standards required ▪ roadworthy well maintained vehicle:
G. failure by you to conduct regular preventative vehicle
by the ACL. maintained vehicle that is mechanically sound and
maintenance or provision of inappropriate repair or
otherwise fit to be operated and driven on Australian
maintenance to the vehicle;
roads. The vehicle will comply with the minimum safety
H. repeated service calls due to member related faults;
and other standards required by Australian road safety
I. Failure by you to comply with any instructions or
and transport laws and regulations and also be
Page 2 directions provided with or attached to the vehicle;
maintained and serviced by qualified personnel to the
vehicle manufacturer’s recommended standards and
specifications set out in the vehicle service booklet and
instruction manual.
▪ service area:
includes all States and Territories within Australia (but
specifically excludes Christmas Island, Cocos (Keeling)
Island, Norfolk Island and Lord Howe Island).
▪ service provider:
a mobile mechanic, tow truck operator or other roadside
assistance provider nominated by us.
▪ serviceable spare:
a wheel and tyre that is ready and able to be fitted to
mobilise your vehicle after changing a flat tyre.
▪ vehicle:
your nominated vehicle registered on our roadside
assistance system.
▪ CUPRA:
Volkswagen Group Australia Pty Ltd (ABN 14 093 117 876)
CUPRA ▪
trading as “CUPRA Australia”
we or us or our:
365 Assistance, our employees, agents, contractors, and
Assist ▪
related companies.
you or your:
the CUPRA Roadside Assist member

Terms and Conditions

Updated 28th December 2023

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