FAQ

MOCEAN subscription is a new mobility concept that combines all the benefits of owning a car with the flexibility of a subscription service - providing hassle free vehicle ownership, with no long-term commitment.

This is possible thanks to MOCEAN's backing by Hyundai - one of the world's most respected automakers.

The price you pay will be a fixed monthly amount which includes maintenance costs, taxes and insurance.

MOCEAN Subscription is available nationwide, as with Hyundai's highly-developed logistics network, we are able to arrange for vehicles to be collected and delivered across the country.

We also intend to expand the platform to work with our retailer network in the near future, to provide the flexibility to collect and return your vehicle directly, if you would prefer to do so.

Should MOCEAN Subcription appeal to you, please contact our Customer Care Team to discuss further.

Email: customercare@moceansubscription.co.uk or call us on  03443 460 124.

The registration process is fully digitised via our website allowing you to find your perfect car within a few clicks.

Choose your car > Create an account > Upload required documentation > Pass eligibility checks > Drive 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: customercare@moceansubscription.co.uk​

As the whole registration process is digitised, you only need to uploaded select documentation via our platform.

This will include your driving licence, and copy payslips, so that we can verify your identity and income.

Occasionally we may ask for additional documentation to carry out identity and credit checks for audit purposes.

If you need some assistance please feel free to contact us to help you with the process.

When receiving your car we, kindly ask to present your original Driving Licence, so we can verify your identity at vehicle handover.

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 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, and once approved our customer services team will be in contact with you to finalise your subscription.

Please see below information relating to the handover / delivery of your vehicle.

* Our lead times for the delivery of the vehicle is currently 30 working days. Please take this into consideration when choosing your handover date.

* Upon successful completion of a subscription agreement, vehicle delivery will be completed by our designated delivery team, on a mutually agreed date.

* Delivery costs are detailed within your subscription agreement, and are based on the distance from the fulfilment centre to the agreed delivery address.

* All deliveries must take place within 30 working 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.

In exceptional circumstances, your car may be delayed. If this happens, we will inform you promptly and work with you to re-arrange the 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.

We offer 2 variations of vehicles on the MOCEAN fleet - New or Nearly New.

* 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

All vehicles are covered by Hyundai warranty, with breakdown and servicing costs included.

Fair wear and tear, as defined by the BVRLA, 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.

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 Subscription Team and may incur an additional admin fee.

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.

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 Customer Services Team on 0344 346 0124, for documentation that is required whilst travelling abroad.

You must notify the Foreign Travel Line at least 10 working days 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 a maximum of 30 days in a 12 month period, whilst travelling to the below countries. The vehicle may not be operated outside of the UK for longer than this period.

Insured countries:

Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Iceland, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland including Liechtenstein.

Please email our customer service team customercare@moceansubscription.co.uk 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.

The following is included with a MOCEAN subscription:

* The Hyundai car you have chosen
· Monthly mileage (may be extended with an additional fee)

* Fully comprehensive Insurance.

* Roadside assistance

* Maintenance and service at authorised Hyundai dealerships

* Road Tax

* MOT

* Courtesy (replacement) car in the event of a breakdown

* Customer Service Monday to Friday from 9am to 5pm

* The ability to Swap cars after 6 months of minimum contract duration

Your subscription includes everything aside of fuel, parking expenses and tolls.

Every subscription package includes 500 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.

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.

You may also be charged a fee for the delivery of your vehicle . This fee will be dependent on the delivery distance to your home address. Delivery fees thresholds are detailed within your subscription contract.

No, however in all cases we will carry out a financial check.

In certain circumstances we may ask you for additional documents to check your solvency.

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.

Certain conditions apply regarding who can hold a MOCEAN vehicle subscription.

You can drive a MOCEAN vehicle if:

* You are a permanent UK resident for a minimum period of 12 months

* You hold a full UK driving licence for a minimum period of 12 months

* You must not, during the last 5 years, have been convicted of, or have a pending prosecution for, any offence or combination of offences which resulted in, or may result in, 7 or more conviction points on your driving licence, or which resulted in, or may result in, a loss of licence or suspension or ban from driving

* You do not have any of the following conviction codes on your driving license: BA, CD, DD, DG, DR, IN, TT or UT

* You have not had any motor insurance policy cancelled, refused or voided by an insurer due to misrepresentation

* You must not have a non-motoring conviction that is not spent under the Rehabilitation of Offenders Act 1974

* You have not had more than 1 motor insurance fault* claim within the last 3 years

* You do not have more than 1 outstanding County Court Judgement (“CCJ”)

You are also agreeing that the vehicle will not be used:

* By anyone who is not named as a driver on the subscription

* By anyone in the professional sports, entertainment or theatrical profession, politician or political figure, racing or gambling industries

* For a purpose other than social, domestic, pleasure and commuting

* For carriage of passengers and goods for hire or reward

* For racing, pace-making, competitions, rallies, track days, trials or speed tests

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* - A fault claim is defined as: any claim that you have had or has been associated with any of your previous motor vehicle insurance policies that has been paid and not recovered (irrespective of No Claims Discount) from a Third Party insurer. This includes damage caused by; potholes or poor road maintenance, theft from or of Your car, being hit while parked, flood damage, if You hit or are hit by an animal, or hit by an object or debris (excluding vehicles)

Our MOCEAN Subscription includes Insurance for European road trips of up to a total of 30 days in a 12 month period.

However, you will need to ensure that you have the relevant documentation provided to you by Hyundai Connected Mobility to ensure that you are driving the vehicle legally abroad.

Please see 'Travelling Abroad' FAQ under 'Day to Day with Your Car' for more information.

You cannot transfer your subscription to another person, however you can add one additional driver who is resident at your address onto your contract (subject to conditions).

You will have the opportunity to add this on when the Customer Care Team contact you ahead of your chosen handover date.

Firstly, please make sure you are safe, and that the vehicle is secure. Gather as much as possible at the scene of the accident. Please make sure to include:

* The name, contact number and address of the other driver, as well anyone else who’s involved

* Their registration and insurance details

* Names and contact details of any witnesses

* Any photos of the scene and the vehicles involved

* Video or photographs of the car’s involved

If someone is injured, please call the police as soon as possible and let them know if anyone is injured. They will also need to know if you are the person driving the car was unable to exchange insurance details with the other drivers.

Do not admit fault at the scene of the accident as our insurers will want to investigate exactly what has happened.

You will need to notify the insurance provider within 24 hours of the accident on 0330 041 3774.

Please refer to the Subscription Terms and Conditions with regards to any excess that may be payable.

There is an excess payable for vehicle damage claims, depending on driver experience:

* Experienced Driver (25 years of age or older, and have held full licence for more than 1 year) - £500

* Inexperienced Driver (person between 21 and 25 years of age, or full licence holder for less than 1 year) - £700

* Young Driver (applicable to persons under 21 years of age) - £800

For mis-fuelling claims, the excess is £50. For windscreen claims, the excess is £150 if you use Autoglass or National Windscreens, our authorised windscreen and glass suppliers. If you choose to use a different supplier, the excess is £250.

Any glass damage must be reported immediately to the MOCEAN team.

The MOCEAN windscreen/glass excess is £150, 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.

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Your car will be repaired by one of our appointed Insurer’s repair centres. A courtesy car will be provided subject to availability.

There is no courtesy car provision for glass repairs.

Yes, the Maintenance of your vehicle is included in the monthly rate.

This includes routine servicing and maintenance, as well as rectification of mechanical defects.

Any issues requiring repair due to driver error or misuse, or caused by damage, are the responsibility of the subscriber.

We will take care of any repairs resulting from fair wear and tear, as defined by the BVRLA, 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 may be provided with a courtesy vehicle in line with your Subscription Terms and Conditions.

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 £150, 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 damage is 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.

Should you wish to end your services with MOCEAN Subscription, we require 30 days prior notice of cancellation.

Return of the Subscription vehicle needs to be arranged by contacting the Customer Service Team on 0344 346 0124.

Our Services will end 30 days after we receive your notice of cancellation, and you will be charged the Subscription Fee calculated as described in your Subscription Terms & Conditions.

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.

Please ensure the vehicle is in good condition and any damages have been reported.

Please also ensure that the fuel tank (or battery level, if it is an electric vehicle) is as full as it was when we delivered it to you.

You can cancel your MOCEAN subscription by emailing the Customer Care team via phone or email.

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.