At Carsmart, our unwavering commitment is to ensure that everyone using our platform experiences unmatched trust, safety, reliability, and positivity. This mission is intricately connected to our valued Trade & Dealer partners, whose collaboration is indispensable. An imperative aspect of the exemplary service standards we uphold involves the final stages of transactions—post-sale communication, document collection, vehicle collection, and the payment procedures. Consequently, we have devised this Carsmart Guidelines (henceforth referred to as the "Guidelines"), aiming to delineate clear expectations for Traders & Dealers.
Upon your registration and usage of the Carsmart Online Platform, you are consenting not only to our Carsmart SmartHub Terms and Conditions (as defined subsequently) but also to the Guidelines. Adherence to the Guidelines is not optional but obligatory for all Traders & Dealers. Any violations may result in measures ranging from temporary suspensions (disabling your bidding capabilities on Vehicles) to permanent terminations from the Carsmart Online Platform.
Any terms capitalised herein, but not explicitly defined, shall be ascribed the meanings detailed in the Carsmart Hub Terms, accessible at https://smarthub.trycarsmart.com/terms (the "Carsmart SmartHub Terms and Conditions"). References denoted as “you”, “your”, or “yourself” pertain to you as either a Trader, Dealer or any type of buyer (whether online or otherwise), as well as your employees and any individuals you engage in your stead (including, but not limited to, collection drivers). Meanwhile, any references to “us”, “we”, “our”, or “Carsmart” refer exclusively to Carsmart Limited.
Unprofessional and Unacceptable Practices
It is imperative that your conduct remains professional, honest, and fair, aligning strictly with the Carsmart SmartHub Terms and Conditions and applicable guidelines or policies. We maintain a zero-tolerance stance towards all unprofessional or unacceptable conduct and any fraudulent or criminal activities
Instances of unprofessional or unacceptable behaviour encompass, but are not limited to:
- Misusing the Carsmart Online Platform as an individual Seller without employing the Carsmart Hub Trade Registration protocols, which constitutes a significant infringement of the Carsmart SmartHub Terms and Conditions and potentially equates to fraudulent misrepresentation.
- Failing to engage with a Seller (or us, in instances where SmartDrop is to be leveraged) for vehicle collection promptly and appropriately.
- Altering a Seller's collection schedule without sufficient notification or showing up for vehicle collection at unsanctioned times or dates, including during unsociable hours.
- Breaching the Price Changes and Voided Sales Policy and Carsmart SmartHub Terms and Conditions by cancelling vehicle purchases improperly. We may conduct thorough investigations into high cancellation rates and circumstances wherein vehicles are cancelled without submitting a duly completed Dealer Cancellation and Price Adjustment Form for legitimate reasons.
- Utilising photographs from the Carsmart Online Platform without prior written consent.
- Advertising vehicles for sale before completing collection and purchase transactions.
- Canceling or instigating a Seller to cancel a vehicle purchase/sale and subsequently acquiring the vehicle directly from the Seller.
- Exhibiting intimidating or aggressive behaviour towards Sellers or public individuals during collections.
- Haggling or persistently attempting to unjustifiably and excessively lower the vehicle offer upon collection without valid reasons and without completing the Dealer Cancellation and Price Adjustment Form.
- Failing to promptly pay the Purchase Price, including settling any outstanding finance, within a 24-hour timeframe from the vehicle's point of collection from the Seller.
Respectful Behaviour and Communication
At Carsmart, we take pride in our Dealer partners and the positive experiences we collectively extend to Sellers. You are expected to maintain a conduct characterised by respect, honesty, and integrity, whether in interactions with the public, us, our employees, or any representative acting on our behalf. We strictly prohibit any form of intimidating, offensive, aggressive, or abusive behaviour, as well as any physical, sexual, psychological, or verbal harassment.
This principle applies universally to all your activities, including but not limited to:
- Communications between you and Carsmart (or any Carsmart representatives), you and other Dealers, and you and Sellers or public individuals.
- Information disseminated online about your dealership, including via social media.
- Professional or personal conduct outside your role as a Dealer on the Carsmart Online Platform, for instance, on your social media accounts.
While we do not condone disrespectful or offensive behaviour from Sellers directed at you, we expect you to manage conflict resolution professionally—proactively de-escalating tensions, or where essential, vacating the premises to avert further conflict.
Consequences for Non-Compliance with the Guidelines
Although our preference leans towards resolving issues informally whenever feasible, we unequivocally do not tolerate unprofessional conduct. Non-compliance with the Guidelines may invoke the following consequences, at our exclusive discretion:
Suspension: We may temporarily restrict your access to the Carsmart Online Platform, hence impairing your ability to bid on vehicles, in instances of less severe breaches of the Guidelines, or whilst investigating potential breaches. During such suspensions, we expect you to finalise any ongoing vehicle sales.
Termination: We reserve the right to permanently sever our business relationship, barring you from the Carsmart Online Platform, if we ascertain that a serious or repeated breach of the Guidelines has occurred.
Warning: We may apply an official warning to your account and reduce your internal score, which may result in certain privileges being remove. For the avoidance of doubt, if your account score drops below our internal markers we may terminate or suspend your account at our discretion.
Your Feedback
To ensure the Guidelines remains pertinent, your feedback is highly valued. Should you have any inquiries or concerns, please reach out to us at customerservices@trycarsmart.com.
We also encourage the reporting of any behaviours that deviate from the Guidelines by emailing customerservices@trycarsmart.com. We anticipate that any reported allegations of potential Guidelines violations are made in good faith. All shared information will be handled with the utmost confidentiality.