What is Mocean subscription?
Mocean subscription is based on a new mobility concept that combines all the benefits of owning a car with the flexibility of a subscription service. Thereby providing hassle free vehicle ownership with no long term commitment. The price you pay will be a fixed monthly amount which includes maintenance costs, taxes and insurance.
Which cities is the subscription program available in?
This is a new venture for us, therefore we have handpicked 7 Hyundai approved retailers within London. We do however, intend to expand to other cities in the near future. Should Mocean Subcription appeal to you, and you can't wait for us to roll it out nationally, please contact our Mocean Subscription Customer Care Team
Email: firstname.lastname@example.org or call us on 03443 460 124.
How do I register for the subscription?
The registration process is fully digitalised via our website allowing you to find your perfect car within a few clicks.
Choose your car > Create an account > Upload required documentation > Collect your Hyundai.
If you have any questions our customer service team is here to help Monday to Friday from 9 AM - 5 PM. Phone: 03443 460 124 / Email: email@example.com
What documentation do I need for my subscription?
As the whole registration process is digitalised we are only accepting uploaded photos of documentation via our platform. However, if you need some assistance please feel free to contact us to help you with the process.
When picking up your car we kindly ask to present your original ID / Passport and Driving Licence.
Occasionally we may ask for additional documentation to carry out identity and credit checks for audit purposes.
Am I eligible to drive?
Our cars are available for anyone over the age of 25 years old and have a minimum of one year’s driving experience.
Our team will carry out an identity and solvency checks. In certain circumstances we may ask you for additional documentation to carry out additional verification. This should take less than 24 hours, once approved you can collect your car from your approved Hyundai retailer.
Can I subscribe with a foreign driving licence?
Delivery of the car
Please see below, all important information surrounding the handover of your vehicle:
* Our lead times for the delivery of the vehicle is currently 10 working days, please take this into consideration when choosing your handover date.
* If you are within the London Area (E, E1W, EC, N, NW, SE, SW, W, WC), delivery will be completed by your nearest Mocean participating retailer. However, if you reside outside of London, this will be completed by our designated delivery team.
* The option to collect from your nearest Mocean participating retailer is available, this is free of charge.
* Delivery costs are charged at £50.00 for the first 50 miles, any additional miles are charged at £1.00 per mile.
* All deliveries must take place within 21 days, from the time the order has been placed. Should you require a longer delivery timescale, we encourage the application to be submitted at a later date.
Due to reasons out of our control, there are a few cases where your car may be a bit delayed. If this happens, we will give you a call to inform you properly.
Can I cancel my delivery?
You must request your subscription to be cancelled at least 2 working days prior to the commencement date as shown on your contract. You may be liable for the delivery fee if your request is not received within this time. Requests to cancel can be made via phone or email.
Do you supply two keys with the vehicle?
You’ll receive the main key, with the spare one being held securely at our vehicle base for security purposes.
Condition of vehicle
We offer 3 variations of vehicle's on the Mocean fleet which consist of New, Nearly new & Used.
New – vehicles, that are either new OR less than 3 months and 1,000 miles on the road
Nearly new – vehicles, that are less than 12 months and 12,000 miles on the road
Used – vehicles, that are less than 36 months and 36,000 miles on the road
Day to Day with Your Car
Can I put a private number plate onto the car?
No. All of our cars are registered to Hyundai Motor UK Ltd for insurance purposes, so you cannot change the number plate.
Can I get a copy of the V5?
Yes, you can get in touch with us to get a copy of your V5 for situations where you may need one, such as applying for a parking permit with your local council.
Can I use a roof box or roof bars?
Yes, as long as it is a manufacturer approved one and does not damage the vehicle.
Who takes care of wear-and-tear?
Fair Wear and Tear is covered by your Subscription. In the event you experience an issue with your vehicle please let us know. Our customer service team will schedule an appointment at your local Hyundai retailer.
Is roadside assistance included?
Yes, Roadside Assistance comes with all our vehicles. For further information please see here: https://mobile.hyundai.co.uk/owning/assist
Do I have to pay Congestion Charge and Tolls?
The London congestion charge and any tolls are not included in your monthly subscription cost so please ensure that you make prior arrangement for these payments. Any non-payment of Tolls or charges will be passed onto you via our Mocean Team and may incur an additional admin fee.
Can I smoke in the car?
Our vehicles are all smoke and vape free. We do not allow smoking or vaping under any circumstances. Any smoke or vape damage reported will result in cleaning fees for which you are responsible.
Can I transport animals in the car?
Yes, however please ensure all pets are securely transported in special carriers to ensure their safety during the journey.
Our main priority is to ensure you are ready to travel! Please see the below list for important information you need to know before departing:
Please contact the Foreign Travel Line on 0330 159 0808, for your VE103 documentation that is required whilst travelling abroad. You must notify the Foreign Travel Line at least 1 month in advance, to ensure you receive your documentation prior to travelling abroad. A charge will be applicable to receive this document.
Our insurance will cover you for 90 days whilst travelling to the below countries, should you require insurance for a longer period, you may need to source your insurance independently:
Great Britain, Northern Ireland, The Isle of Man, The Channel Islands, Andorra,
Austria, Belgium, Bulgaria, Bosnia and Herzegovina, Croatia, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary,
Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro,
Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino,
Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and the Vatican City.
Please email our customer service team customercare@moceansubscription to obtain your letter of authorisation, as the travel team will require this from you.
Mocean Subscription are not responsible for any breakdown costs incurred whilst the vehicle is operated outside the U.K. You must purchase European Breakdown Cover independently to ensure you are covered whilst travelling abroad. AA Europe Assist can be arranged by calling 0800 107 0211.
Fees & Payment
What is included in the subscription?
Summary of inclusions within the Mocean Subscription:
· The Hyundai car you have chosen
· Monthly mileage (may be extended with an additional fee)
· Fully comprehensive Insurance. Subject to an excess fee
· Roadside assistance
· Maintenance and service at authorised Hyundai dealerships
· Road Tax
· Courtesy (replacement) car in the event of a breakdown
· Customer Service Monday to Friday from 9am to 5pm Saturdays 9am to 12pm
· The ability to Swap cars after 6 months of minimum contract duration
Everything aside of fuel, parking expenses and tolls.
How many miles are included in my subscription?
Every subscription package includes 800 miles a month, however if you feel you would need more this can be increased at an additional charge.
The mileage that is not used during one month will be accumulated and carried over to the next month. At the end of the subscription period we will calculate the total mileage used and if you have exceeded this an additional charge will apply.
What do I need to pay to get started?
No payment is taken upfront. Once your application has been approved we will set up your first monthly fee, however this transaction will not take place until you have taken possession of your car.
In some cases we may ask you for a one-month deposit that you’ll get back when you return the vehicle (Provided the vehicle is in the same condition).
Do I have to pay a deposit?
In all cases we will carry out a financial check. If this is successfully passed there is no need for a deposit.
In some cases the individual risk scoring may return as non-satisfactory and in these cases we will require a small deposit. This will be credited back to you upon returning of the vehicle (subject to vehicle condition).
In certain circumstances we may ask you for additional documents to check your solvency.
What are the payments methods?
You can pay by Direct Debit or with a Credit or a Debit Card.
When will the payments be processed?
The first payment will be pre-authorised once your subscription is approved. The actual first payment will be processed on the day of vehicle delivery. Your monthly fee will cover one month of your subscription in advance. For example, if your car was delivered on July 15th, your first monthly payment will cover your subscription until August 15th.
At the end of your chosen period to make things easy for you, we will continue to extend your subscription a month at a time until you tell us otherwise.
Can I request invoices?
You can check your payment history and outstanding payments in the “My Page” section, but of course, you can always request an invoice from the Customer Care team via email: firstname.lastname@example.org
Can I swap my car?
Yes, you can request to swap your car. However, a vehicle swap will depend on your subscription contract duration. If you are subscribing for more than 6 months, you are eligible to request to swap your vehicle with one month's notice. Providing you have had your current car for the full 6-month period.
You must make your vehicle swap request at least 1 month in advance of your requested swap date. The actual date of your vehicle swap will depend on vehicle stock and the delivery lead time of your chosen vehicle. This may result in the wait for your swap vehicle being longer than the 1-month notice period.
If you swap to a car with the same monthly fee, your monthly fee will remain the same. Likewise, if you choose a car with a cheaper or more expensive monthly fee your payment will increase or decrease accordingly.
The swap of the vehicle itself is free of charge, we only charge you if you wish to have the car collected from your chosen address. Once the swap has taken place, we will amend any monthly charges accordingly.
How frequently can I swap the car?
You can request to swap cars every 6 months with one months’ notice. Providing you have had your current car for the full 6-month period. The ability to swap your car will depend on vehicle stock. The time taken to complete the vehicle swap will depend on vehicle lead time.
Can I keep a car after the Subscription ends?
When your subscription comes to an end, you will have some options depending on the actual car that you are in. You may be able to extend the subscription period or if you really like the car, you can talk to us about the car.
Am I insured?
Yes, every subscription package comes with fully comprehensive insurance. There are of course some exclusions which aren’t covered, such as any damage caused by misuse of the vehicle or inappropriate driving.
Please refer to the Insurance Policy for full details of cover.
Who can drive a Mocean Subscription Car?
· All drivers must not have had a Fault claim in the last 12 months
· All drivers must have a full UK or EU driving licence for a minimum period of 12 months.
· No drivers that have been disqualified from driving in the last 5 years, or have a pending prosecution
· No drivers that have a non-motoring conviction that is not spent under the Rehabilitation of Offenders Act
·No drivers that have been refused motor insurance, had special terms imposed or had a policy cancelled or voided by an insurance company
· No drivers that have any medical condition where they have been advised by a Doctor to stop driving
· No drivers are in the public eye, such as professional sports persons or TV presenters/personalities*
· All drivers are covered for Social, Domestic and Pleasure purposes only, other than the Policyholder and their Spouse and/or Civil Partner, who, subject to an acceptable occupation, will be insured for personal business and commuting to work.
· The policy is restricted to no more than the Insured + 2 named (3 drivers in total)
Claims and Convictions
· The accumulative total for all drivers does not exceed more than 1 ‘At Fault’ claims in the last 12 months
· The accumulative total for all drivers does not exceed more than 3 ‘Minor Convictions’ in the last 5 years
· No drivers that have had a major conviction in the last 5 years – CU80, LC’s, AC’s, CD’s, TS’s, DG’s, DR’s, DD’s, BA’s and TT’
Can I drive my Subscription car abroad?
Yes, our insurance policy is covered within the European Union and includes road assistance.
Can I add family members or friends to my subscription?
You cannot transfer your subscription to another person. You can however, add up to 2 additional drivers onto your contract, free of charge. You will have the opportunity to add this on when the insurance team contact you ahead of your chosen handover date.
What if I am involved in an accident?
Should you be involved in an accident, please contact our Insurance Claim team during working hours 8am to 6pm on 0330 678 5000. In addition please notify the relevant traffic authorities and the customer care team.
For any claim, excess is set from the underwriter depending on the customer details and the vehicle you have subscribed too. The insurance team will contact you directly to discuss your excess fee, ahead of your handover date. For further details please refer to the insurance policy.
If you need roadside assistance you can use the number that we will provide you together with the insurance policy in the specific conditions of your contract.
Am I entitled to a replacement vehicle?
Yes, in the event of a breakdown you are entitled to a replacement vehicle.
Please refer to your insurance policy for more details.
Claims and Convictions
- The accumulative total for all drivers does not exceed more than 1 ‘At Fault’ claims in the last 12 months
- The accumulative total for all drivers does not exceed more than 3 ‘Minor Convictions’ in the last 5 years
- No drivers have had a major conviction in the last 5 years – CU80, LC’s, AC’s, CD’s, TS’s, DG’s, DR’s, DD’s, BA’s and TT’s
Service & Maintenance
Is Maintenance included in my subscription?
The Maintenance of your vehicle is included in the monthly rate. As a Mocean Subscription customer we will remind you of when your car is due for its service, you can also book your car into any authorised Hyundai Dealership.
We will take care of any repairs resulting from fair wear and tear, or manufacturing defects. Please let us know if there is anything wrong with the car, and we will ensure that your local dealer fixes it as soon as possible. If they need to take the car for a certain time period to get it repaired, you will be provided with a courtesy vehicle by the dealer, depending on the circumstances.Any repairs needed due to vehicle misuse are considered damage, and you will be liable to pay our insurance excess, or the full cost of the repairs.
Any glass damage must be reported immediately to the Mocean Team.
The Mocean windscreen/glass excess is £500, and £1000 in the case of vandalism(where there is usually some additional damage to the vehicle).
A single chip repair costs from £39.99.
ADAS calibration will be carried out if required, and is at an additional cost (up to the value of the £500/£1000 excess).
There is no courtesy car provision for glass repairs.
The technician will decide if the glass can be repaired or needs to be replaced - they will follow a safety-first approach.
The glass repairer will secure the car from weather damage, and can remove the vehicle to a secure location if required.
If the vehicle is not driveable and glass repair is scheduled to take more than a week, then we will review the option to swap the car.
We will replace the vehicle tyres for you when they are at or near the UK legal limit,where this wear has occurred during normal use and not from abuse - e.g. excessive acceleration, braking or cornering. Tyre punctures are not included and will be charged separately.
For the avoidance of doubt, the law requires at least 1.6mm throughout a continuous band in the centre 3/4 of the tread and around the entire circumference of the tyre. We will change the tyres when they reach a tread depth of 2mm.
We ask that you check the condition of the tyres and their pressures regularly. Please refer to the vehicle handbook for guidance.
Punctures, tread, sidewall and all other damages are not included and will be charged separately.
Subscription Vehicle Return & Cancellation
How do I return my vehicle?
Should you wish to end your services with Mocean Subscription, we require 30 days prior notice of cancellation. Our Services will end 30 days after we receive your notice of cancellation, and you will be charged the Subscription Fee calculated on a pro-rata basis to the end date of Our Services. Failure to notify us of your intentions to cancel will result in the subscription being renewed on a monthly basis at your fixed monthly cost. Once an appointment has been scheduled, you will be contacted by your chosen Hyundai retailer to discuss the handover details.
What do I need to check before returning the car?
Please ensure the vehicle is in good condition and any damages have been reported. Please also ensure that the fuel tank is full as it was when we delivered it to you.
How can I cancel my Subscription?
You can unsubscribe at any time. However, if you cancel after the 14 day cooling off period, there will be a cancellation fee. This will be calculated according to your package, the remaining contractual period and the monthly rate.
Check General T&C‘s for the full cancellation policy and applicable fees.
If you wish to stop your subscription after the minimum duration, you just have to give us one month’s notice in advance.