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‹#› Europcar FWT QUICK REFERENCE GUIDE
EUROPCAR Fair Wear & Tear Staff Quick Reference Handout Dents ✓ INCLUDES • ≤ 20mm in diameter • Paint is not broken/cracked • Excludes bonnets & roofs ✗ EXCLUDES • Any dent on bonnets, roofs, wheel arches, sills/edges • Multiple dents in local area • Paint penetration Stone Chips ✓ INCLUDES • Isolated stone chips • Up to 2mm in diameter • Any panel ✗ EXCLUDES • More than 5 stone chips to an isolated area Scratches ✓ INCLUDES • Light scratches ≤ 20mm long and 1mm wide • No paint penetration • Can be polished out ✗ EXCLUDES • Any scratch where metal, plastic, or undercoat is exposed Bumpers ✓ INCLUDES • Light scuffing/scratches ≤ 20mm, no paint penetration • Isolated chips up to 2mm ✗ EXCLUDES • Broken paint; Multiple scratches • Dents ≥ 20mm • Textured bumper damage • > 5 stone chips to local area Wheels & Tyres ✓ INCLUDES • Light scratches and scuffing up to 20mm in length ✗ EXCLUDES • Cracked, broken, missing/mismatched trims/hubcaps • Alloy rim scuffs > 20mm; cracked/buckled rims • Tyre damage making it unroadworthy; non- original tyres Windscreen & Glass ✓ INCLUDES • N/A ✗ EXCLUDES • indented Scratches, chipping, cracks, holes, or damage to windscreen, windows, lamps, or external mirror lenses Interior ✓ INCLUDES • Light marks removable by vacuum/general cleaning • Day-to-day debris removable by general cleaning ✗ EXCLUDES • Permanent damage from corrosive materials; Tears, cuts, burns • Seat structure damage; Pet hair, mud, sand, smoking odours • Stains requiring steam cleaning Keys & Equip. ✓ INCLUDES • Minor cosmetic damage that does not affect functionality ✗ EXCLUDES • Loss/damage to keys/remotes • Damage from incorrect accessory fitting • Damaged aerials; Missing/damaged supplied items (tools, spare tyre, EV charger, parcel shelf, etc.)
EUROPCAR Example of UFWT Examples for reference Panel Dent Bumper Scuff / Damage Alloy Wheel Scuff Tyre Sidewall Damage Bumper Paint Peeling Tailgate Deep Scratch Multiple Panel Scratches Rear Taillight Damage Windscreen Chip
Rentable Standard Cars and Vans (Europcar) — Operational & Condition Guidelines General Requirements Vehicles must never be rented or defleeted if unroadworthy, unsafe, or prone to breakdown. Apply standards prior to defleet. Safety Checks Check under-bonnet fluid levels, tyre pressures/depths, and electrical operation before every rental. Servicing Service within 1000 miles of specified mileage, or per Greenway servicing flag. Damage Definition Defects above Fair Wear & Tear must be recorded electronically, brought to the hirer's attention, and accepted prior to rental. Our Commitment Safety is key to our customers, our staff and other road users ensuring vehicles are safe and our duty of care Wheels, Trims & Tyres Min tread 2mm. No punctures/bulges. No cracked/missing trims or hubcaps. No cracked, buckled, or gouged alloys. Tyres must be roadworthy & matching. Bodywork & Dents No dents >20mm on roof/bonnet/arches/sills. No damage penetrating paintwork. Bumper bars: No cracks, loose/misaligned. Screens & Glass No scratches, chips, or cracks to windscreen, windows, lamps, mirrors. Electrical / Mechanical All functional lights. No warning lights. All entertainment & cameras functional. No missing fluids or top-up caps. Interior Standards No tears, cuts, burns, or structure damage. No stains requiring steam cleaning. No pet hair, excessive mud, or smoking odor. Parcel shelf, tools, spare tyre, EV cables present. Keys & Accessories No loss/damage to keys or remotes.
Brief Support Guide-Australian Standards Overview • Technical Reference Windscreen Damage Classification Guide Under Australian standards, damage is classified strictly by its risk to structural integrity and line of sight, rather than visual aesthetics. SURFACE WEAR Sandblast / haze Look for: dense pin-prick marks or haze across the outer surface Risk: glare from sun or headlights may reduce driver visibility Potential Action: do not resin-repair; replace if glare or haze affects sightline COSMETIC Replace if visibility is reduced - on road team to review these cases ok to keep on the road LOCAL IMPACT Pit / chip Look for: bullseye, star break, half-moon, or small impact crater Risk: can spread with vibration, temperature change, or edge proximity Potential Action: resin-repair only when small, shallow, and outside critical zones DAMAGE Repair or replace based on limits to be assessed STRUCTURAL FAILURE Full replacement Look for: long crack, edge strike, Zone A damage, or ADAS obstruction Risk: compromises cabin integrity, airbag support, and crash protection Potential Action: replace windscreen and complete ADAS recalibration where fitted CRITICAL DAMAGE Replacement required COSMETIC Surface scratch Look for: fine hairline marks with no pit, star, or crack pattern Risk: minor distraction when shallow; deep marks can create glare Potential Action: polish if shallow & approved; replace if deep or in sightline COSMETIC on road team to review these cases ok to keep on the road- if repairable or not.
‹#› Brief Support Guide • Internal Process (Not Part of AFIA FWT) Light scratches FWT STEP 1 • BASELINE SCREENING The Fingernail Test STEP 2 • AUTOSMART EVO+ SOP 5-Step Hand-Buffing /wiping STEP 3 • DECISION & ACTION Classification Matrix Nail Glides Smoothly (Pass) Clear coat / surface transfer only. Mark does not catch your nail at 90°. Candidate for FWT; proceed to hand- buffing. Nail Catches Groove (Fail) Deep into base coat or primer. Hand buffing will NOT fix this mark. Do not buff; log for damage team to review. If no dent unit can remain on the road add to QVR/Atta STOP HAND-BUFFING IMMEDIATELY IF: Clean Area: Wipe grit away with quick-detailer/glass cleaner to stop added scratches. Dime Drop: Apply a dime-sized dab of Evo+ onto a clean, folded microfiber cloth. Light Buff: Rub gently in tight cross-hatch/circles for 5– 10 seconds only. Wipe & Inspect: Clear residue with dry side under light. Standing 1m away, check visibility. Max 2 Passes: If improved, 1 extra light pass allowed. Never press harder. Vehicle paint color starts transferring onto your microfiber cloth. Paint becomes hazy, discolored, or clear coat appears compromised. Mark fails to improve after two gentle passes. • • • Post-Buff Result Class Staff Next Steps Disappears or barely visible at 1m No customer charge. Upload photo proof, mark clear. Remains clear or catches fingernail Submit via QVR /attar Attach before/after photos & submit claim. Example: Light Scratches & Scuffing (≤20mm) STEP 1 Check