Version: 1.0
Effective: [ ] 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:
5.2 Key Information Discrepancies (material):
5.3 Undisclosed & Non‑Visible Major Damage:
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:
7.1 Evidence Standards
Along with the submission of the online Carma Wholesale Escalation and Return Request Form, the Approved Customer must provide:
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:
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: [ ] April 2026