general conditions of use

“App” or “My Renault” means the My Renault mobile app published and provided by Renault, which permits accessing and using the Service.

“Event” means proactive maintenance alerts received by the Customer notifying them Vehicle of requiring attention.

“Customer” means the customer who owns or is the main user of a Vehicle and who has subscribed to this Service.

“Designated Establishment” means the vendor that is a member of the Renault distribution network from whom the Customer subscribes the Service.

“My Garage” means the approved Vehicle repairer the Customer chooses when configuring their App. By default, the approved Vehicle repairer who last serviced the Vehicle will be considered the preferred approved repairer.

“Customer Relations Department” means the Customer assistance service. Complete information is available at www.renault.co.uk/contact

“Remote Diagnostics” means remote access to the Vehicle by an approved Renault Repairer.

“Website” or “My Renault Web” means all data and information available on the internet at the following address:  https://my.renault.co.uk/

“TCU” or “Telematics Control Unit” means a unit installed in the Vehicle, containing an embedded SIM card, that transmits the Vehicle data required to provide the Service.

“Vehicle”: means any Renault, Dacia or Alpine brand vehicle with the required technical characteristics that is sold and registered in the UK and that is equipped with a TCU compatible with the Service, either as standard equipment or as an option.

Using the data transmitted by the Vehicle's TCU and described in Appendix 1 hereto, Renault offers the following individualised Service to the Customer who has subscribed to the Connected Maintenance Service:

• inform when the scheduled maintenance of the Vehicle is due,
• proactively alert when an event on the Vehicle requires a visit to an approved Renault repairer,

The data collected on the Vehicles also enables Renault, by means of an aggregate analysis of the causes of anomalies and potential failures of the Vehicles or its environment, to propose corrective solutions and/or improvements to improve the quality, reliability and durability of the Vehicle and associated services. These solutions may be deployed by Renault when the Vehicle passes through a Designated Establishment or by remote updates ('over the air').

3.1. subscription to the service

Customers may subscribe to the Servicewhen they order a new Vehicle from a Designated Establishment; or  www.my.renault.co.uk

The subscription is free of charge and, upon subscription, the Customer will be deemed to have unreservedly accepted these GCU.

Renault provides the Service free of charge. It will vary depending on the model and version of the Vehicle, the options and equipment chosen, the country in which it is sold and the geographical area of coverage.

3.2. activation of the service 

To activate the service, the Customer must provide Renault with a valid mobile phone number and/or email address. 

The email address and/or mobile phone number the Customer provides when ordering the Vehicle will be used to provide the Service.

The Customer may change the mobile phone number and/or email address in My Renault or on My Renault Web at any time during the use of the Service. 

The Customer is solely responsible for the data they provide to Renault. 

The Customer must also download the App and log in or create an account, synchronise their Vehicle, be equipped with a TCU and have a connection via the Vehicle’s mobile network. 

The Service will be activated after the Customer subscribes to the Service. It may take up to 72 hours for the activation to become effective. Activation is done automatically. 

Collecting the data necessary to implement the Service does not require any action on the part of the Customer in their privacy settings or from the Vehicle’s multimedia screen.

 The Customer will endeavour to inform any person who uses the Service or boards the Vehicle that data is collected and shared with Renault.

The Service will alert the Customer when their Vehicle’s scheduled maintenance is due or if an Event requires them to visit an approved Renault repairer.

During visits to a Designated Establishment or via remote updates ('over the air'), the Customer will be able to benefit from the latest updates and improvements developed by Renault. 

The Service will depend on the model and version of the Vehicle, the options and equipment chosen and in which it is used, as well as the geographical area of coverage.  

remote diagnostics 

Remote Diagnostics will operate as part of the Connected Maintenance service and relies on any consents and/or acknowledgements given by the Customer in connection with such services The Customer will receive an email, phone call or text when an approved Renault repairer will perform Remote Diagnostics.

4.1 requirements for transmitting alerts 

Transmitting alerts is possible only if the followingrequirements are met:

• the Vehicle’s engine must be running and the Vehicle must be located in an area covered by a telecom operator (and coverage must not be disrupted by technical, atmospheric or topographical factors). If the engine is not running or if the Vehicle is not in an area covered by a telecom operator, the information will be stored and transmitted the next time the engine is started or when the Vehicle re-enters an area covered by a telecom operator;
• the TCU or the units necessary for the TCU’s operation must not have been damaged due to an accident, theft or other event;
• the Customer’s mobile phone, with the number provided by the Customer, must be switched on and connected to a telecom operator’s network. 

4.2 transmission of alerts 

If the Customer has an account on the My Renault App, they will receive notifications in the App, as well as at the email address they provided to Renault. 

If the Customer does not have an account on the My Renault App, they will receive alerts by email at the email address they provided to Renault. 

If the Customer does not have an account on the My Brand App and has not provided an email address, they will receive alerts by SMS on their mobile phone at the number they provided to Renault. 

Depending on the type of alert the Customer receives, the alert may contain a link to an online appointment booking system that the Customer can use to make an appointment with the approved repairer of their choice. 

The Customer’s approved repairer will also receive notifications of events and may contact the Customer directly to notify them, provide background information and, if necessary, offer to make an appointment

Renault will provide the Service from the start of the activation period for a term of eight (8) years

When the Service expires, the Customer will receive a notice informing them of the expiry of the Service and the terms of its renewal (if renewal is available).

6.1 changes to the service  

During the term of the Service, Renault may change the Service in whole or in part, in particular to (i) offer one or more additional functionalities, (ii) comply with new statutory or regulatory requirements, (iii) fix malfunctions that may occur from time to time, or (iv) take into account technical developments and changes in customers’ general expectations.  

Renault reserves the right to amend and update these GCU at any time and will inform the Customer thereof in advance. Continued use of the Service will constitute an acceptance of the amended or updated GCU.  

The GCU that apply are those in force on the date the Customer connects to and uses the Service.  

Changes made to the Service may be subject to the Customer’s express acceptance of a new version of the corresponding GCU.   

6.2 termination of the service  

Renault may terminate permanently the Service for any reason, in particular if the communication network(s) used to provide the Service cease(s) to be available or become heavily saturated if the telecom operator shuts down the 2G, 3G, 4G and 5G networks. In such case, Renault will inform the Customer in advance by sending notice to the email address and/or mobile phone number provided to Renault by the Customer and/or in the Customer’s personal space in My Renault and/or via their Vehicle. 

Renault reserves the right to terminate the Service, in particular: 

• if the Customer does not exercise the option to purchase the Vehicle at the end of a long-term lease;
• if the Vehicle is destroyed; 
• if the Vehicle is stolen or is involved an accident that results in the destruction of the Vehicle; 
• if the Vehicle is transferred or resold;
• in the event of confirmed information showing that the Customer has changed.   

If any of the above events occurs, the Customer shall inform Renault by contacting the Customer Relations Department.  If Renault learns, for example by placing a call to the mobile phone number provided by the Customer, that the Customer is no longer the owner or lessee of the Vehicle, it may terminate the Service.  

If the Customer no longer wishes to benefit from the Service, they may terminate it at any time by contacting the Customer Relations Department. 

If the Service is terminated, it will be deactivated. The Customer is hereby informed that deactivation is not instantaneous and that there may be a delay between the receipt of a deactivation request and the time the Service is actually deactivated.

The Customer undertakes, personally and on behalf of any user of their Vehicle: 

• to use the Service in a normal manner that does not violate the statutes and regulations in force, the rights of third parties, or Renault’s interests;
• not to damage the integrity of the system and equipment used to provide the Service.
  
  

 If the Customer sells their Vehicle, in order to protect their personal data and that of the buyer of the Vehicle, the Customer endeavours to:  

• delete the Vehicle from their My Renault account in order to terminate the synchronisation between the Vehicle and their My Renault account;
• delete the data stored on the Vehicle before the sale in accordance with the instructions in the Vehicle’s user manual ;
• inform Renault by contacting the Customer Relations Department. 

When desynchronisation has been completed, the Customer, may contact the Customer Relations Department to verify that the desynchronisation is effective. 

8.1 limitations of the service

Even if the Service is technically available, it will be accessible only if the Vehicle is located in a geographical area of coverage in which the TCU operates.  

To the extent permitted by applicable statutes and regulations, Renault makes no warranty, express or implied, as to the speed and/or performance of the Service.  

In particular, within the coverage area, access to the Service operating in connected mode may be temporarily and periodically suspended or interrupted at any time for technical reasons. 

8.2 liability

Renault will take all precautions and will take all measures  to ensure the proper functioning of the Service, but cannot guarantee that it will be free of errors or anomalies which may cause the malfunction, interruption, breakdown, loss of data or information including, but not limited to, that it will not be hacked or attacked (for example,  by viruses).  

Renault shall in no event be liable:  

• if the Customer breaches the provisions of these GCU;  
• if the Service malfunctions due to a cause, whether voluntary or involuntary, attributable to the Customer or a third party; 
• in the event of a change in local legislation or regulations that impacts the operation of the Service in whole or in part. 

The Customer acknowledges and accepts that alerts are provided for information purposes only and do not cover all possible malfunctions of the Vehicle.

Furthermore, the alerts transmitted by Renault shall in no event relieve the Customer from:

• complying with the instructions in the Vehicle’s user manual;
• paying particular attention to the mileage on the Vehicle’s odometer, time elapsed, the alerts displayed on the Vehicle’s dashboard, fluid levels, the condition of the Vehicle and any other indicators of malfunctions or technical problems, and then taking all appropriate action, including ensuring that all required technical
  operations are carried out.

If the Customer is unable to use the Service for technical reasons, they may view the information available on the www.renault.co.uk website or in My Renault. The Customer may also contact the Customer Relations Department.

The software, interfaces and content of any type (images, sounds, videos, databases, etc.) of the Service are the property of Renault.

They are protected under intellectual and/or industrial property law and, therefore, any unlawful use by the Customer is liable to civil and/or criminal penalties on the grounds of infringement of intellectual property rights. 

The Customer acknowledges that they hold no intellectual or industrial property right to all or any part of the Service, nor to all or any part of its content. 

The Customer is entitled to use the Service only for personal and non-commercial purposes, under a non-exclusive and non-transferable licence granted to the extent strictly necessary for its use. 

The Customer shall not copy, adapt, scan, reproduce, distribute, disseminate, sub-license, sell, rent, modify, publish, assign, or create derivative works based on all or any part of the Service. 

The Customer further acknowledges that they are not entitled to circumvent, remove, override or modify the security measures of the Service and that they may not, under any circumstances, modify or remove the copyright notices of the Service. 

Renault may not be held liable for any event having the characteristics of force majeure and resulting in malfunction of the Service. 

The following are expressly considered to be cases of force majeure, in addition to those usually accepted by applicable national case law: governmental and legal restrictions and modifications, computer breakdowns and telecommunications blockages as well as server breakdowns.

remote diagnostics

If the Customer consider that it wishes to access any of its personal data, or if any of the personal data should be deleted, corrected, or if the Customer object to the processing of its personal data and wishes to opt out of any Remote Diagnostics, the Customer may contact the Customer Relations Department or dataprivacy@renault.co.uk or the approved Renault Repairer directly. 

Customer to note in some circumstances, the above rights can be limited – for example, if Renault or the Designated Establishment are required by law to process personal data then it cannot be erased (as an example, if the Customer still owns a Vehicle, Renault or the Designated Establishment will need certain personal data in the event there is a recall or safety update to the Vehicle). 

If the Customer would like to make a data subject request to their approved Renault Repairer, Renault or the Designated Establishment recommend the Customer do this directly. 

Renault or the Designated Establishment are happy to assist the Customer in this regard and forward the Customer request to the approved Renault Repairer if this would be helpful. Please let Renault or the Designated Establishment know using the email address from which this response has been sent on dataprivacy@renault.co.uk. 

Renault will collect and process the Customer’s personal data in its capacity as independent data controller in order to provide this Service. 

Renault at all times monitors compliance with personal data protection laws, in particular the General Data Protection Regulation of 27 April 2016, which came into force on 25 May 2018 in the United Kingdom, as well as the Data Protection Act 2018, as amended, and its implementing regulations and any subsequent regulations supplementing or replacing them

Accordingly, Renault makes its Personal Data Protection Policy available to the Customer at the following URL address: www.renault.co.uk/data-privacy, which includes, in particular, a section specifically dealing with connected services. The Personal Data Protection Policy is also
available, on request, from the Customer’s Designated Establishment.

Renault invites the Customer to refer to it to obtain more information on the conditions of the processing of his/her personal data, in particular in terms of duration, legal basis and recipients. 

Your attention is drawn to section 3.2.C of the Renault Personal Data Protection Policy ‘Manage services provided by your connected vehicle and on-board applications’. This section provides an overview of our objectives as well as an explanation of the lawful basis Renault relies on for the processing of your personal data. 

In this regard, the Customer has a right to access, rectify and erase their personal data, and where appropriate, to limit or object to the processing of their data, as well as a right to data portability under the conditions set forth in the applicable personal data protection laws, and as provided in the Personal Data Protection Policy. 

The Customer may exercise their rights and contact the Data Protection Officer, in the following ways:  

• by using the form here for exercising these rights, which is available on Renault’s website; 
• or from the My Renault mobile app; 
• or by post, at the following address: Renault UK Limited, The Rivers Office Park, Denham Way, Maple Cross, Rickmansworth, Hertfordshire WD3 9YS
•  or by email, at the following address: dataprivacy@renault.co.uk. 

Finally, the Customer has the right to lodge a complaint with the Information Commissioner`s Office, the supervisory authority in the UK responsible for ensuring compliance with personal data obligations, https://ico.org.uk/make-a-complaint/.