Version: 1.0
Effective: 20 April 2026
This Escalations & Returns Policy (Policy) applies to all vehicles purchased by an approved customer holding a valid motor dealer license (Approved Customer) via the Carma digital auction application (Auction App). It forms part of, and is incorporated into, the Carma Wholesale Platform Terms & Conditions. Capitalised terms have the meanings given in clause 10 (Definitions). This Policy does not apply to consumer purchases and is not a consumer warranty.
1.1 Carma Auto Pty Ltd (ABN 34 648 842 362) (Carma) sells wholesale vehicles via digital tender on an “as‑is, where‑is” basis to approved customers holding a valid motor dealer license and is not bound to provide any consumer guarantees.
1.2 Listings provide vehicle specifications, photography, and high‑level condition commentary where applicable including disclosure of known major mechanical issues affecting the engine, gearbox or driveline and known major damage or paint defects not Visible in Photography, to support informed bidding, but Carma does not provide inspection reports or photographs of every imperfection and does not give warranties or guarantees.
1.3 As a goodwill measure (not an entitlement), Carma may consider limited remedies for genuine, undisclosed, major issues reported strictly in accordance with this Policy.
Application
2.1 This Policy applies to every Accepted Bid and forms part of, and is incorporated into, the Carma Wholesale Platform Terms & Conditions and the Carma Wholesale Payments & Collections Policy (NSW).
Precedence
2.2 For escalations and returns, this Policy applies in conjunction with Carma’s Wholesale Platform Terms & Conditions. In the event of inconsistency in respect of the Carma Wholesale Platform Terms & Conditions, this policy will prevail as it governs escalations and returns mechanics.
Variation and applicable terms
2.3 Carma may update this Policy from time to time by notice in the Auction App or email. The version in force on the date of an Accepted Bid applies to that transaction.
3.1 If the Approved Customer wishes to raise an issue or return the vehicle they must do so by completing the online Carma Wholesale Escalation and Return Request Form within 48 hours of collection or delivery from Carma.
3.2 The vehicle must remain in substantially the same condition as at collection or delivery (no modifications or repairs) to qualify for the application of this Policy.
The following is the required procedure for enacting the escalation pathway:
Step 1 — Verification:
4.1 Carma will conduct a review of the report submitted along with any supporting evidence.
4.2 Carma will decide, at its sole discretion, whether the report and supporting evidence warrant an on-site vehicle inspection at Carma.
4.3 If eligible, the Approved Customer must return the vehicle to Carma’s site within 48 hours of request for an on‑site inspection to verify the reported issue and confirm the vehicle’s condition is unchanged.
Step 2 — Resolution:
4.4 If a qualifying Major Issue is confirmed (as detailed in clause 5 of this Policy), Carma may, at its sole discretion, offer a refund (of the purchase price actually paid) or an alternative solution (e.g., a targeted repair or reasonable cost contribution).
4.5 If no qualifying Major Issue is confirmed, or an exclusion applies, the sale stands and the vehicle is not accepted for return.
The following may be considered a qualifying Major Issue:
5.1 Undisclosed Major Mechanical Issues:
a. Engine failure or significant malfunction materially affecting drivability;
b. Gearbox faults materially affecting drivability; or
c. Driveline issues preventing normal operation.
5.2 Key Information Discrepancies (material):
a. Incorrect year, model variant, or odometer reading.
5.3 Undisclosed & Non‑Visible Major Damage:
a. Significant structural damage or paint defects not Visible in Photography;
b. Heavy underbody damage affecting safety or function not Visible in Photography;
c. Unrepaired accident damage not Visible in Photography; or
d. Major rust affecting structural integrity not Visible in Photography.
6.1 If any of the following events occur or Carma determines the report and supporting evidence amount to any matter below, this Policy will not apply under any circumstances:
a. Reports made outside the 48‑hour reporting window;
b. Cosmetic or minor imperfections;
c. Wear and tear consistent with vehicle age/mileage;
d. Issues arising after collection or delivery due to use, transport, storage, repair or modification;
e. Any damage Visible in Photography or disclosed in the condition commentary; or
f. Issues relating to consumables.
7.1 Evidence Standards
Along with the submission of the online Carma Wholesale Escalation and Return Request Form, the Approved Customer must provide:
a. clear, time‑stamped photos/videos;
b. scan reports;
c. technician notes on letterhead; and/or
d. parts estimates specifying VIN and odometer.
7.2 Mitigate Loss
The Approved Customer must also hold and mitigate further loss, cease non‑essential use, not commence repairs without written approval, and provide access for Carma inspections.
8.1 Remedies and Refunds
Remedies and refunds process:
a. Refunds (where offered) cover the purchase price actually paid to Carma.
b. The Approved Customer acknowledges and agrees that any ancillary costs (i.e transport, inspections, parts, labour, finance interest, lost profit and/or opportunity) are not reimbursed.
c. Returns require the same VIN and that the vehicle be in substantially the same condition and odometer (allowing for minimal movement), and the same included items as at collection or delivery.
d. Any applicable refund is only processed after Carma receives and inspects the vehicle.
e. Upon issuing a refund, title reverts to Carma upon refund.
Any fees incurred by Carma (as set out in the Fee Schedule of the Payments and Collection Policy) and owed by the Approved Customer in respect of any vehicle it has purchased from Carma will be deducted from any refund payable to the Approved Customer where the same have not been paid prior to the processing of the refund.
10.1 Definitions:
In this policy:
Accepted Bid means a bid accepted as successful by Carma via the Auction App and communicated to the Approved Customer;
Business Day means a day other than a Saturday, Sunday, or public holiday in New South Wales.
Approved Customer means a buyer holding a valid Motor Dealer Licence, approved by Carma.
Major Issue means a material, undisclosed defect or discrepancy as defined in Section 5 that substantially affects safety, legality, or basic drivability.
Visible in Photography means reasonably observable from the images provided in the Auction App.
10.2 Variation
Carma may update this Policy by notice in the Auction App or email. The version published at the time of bidding applies to that tender and any subsequent escalation for vehicles won in that tender.
Last updated: 20 April 2026