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GENERAL

How does Clutch work?

Clutch provides an easy, no-pressure alternative to the traditional car-buying experience. Once you find a vehicle you like on our website, you can book a test drive to have the vehicle brought to you. A non-commissioned Clutch Concierge will meet you at the time and place of your choice. If you like the vehicle and would like to purchase it we can arrange to have it delivered to you.

What type of inventory does Clutch have?

Our inventory is always changing. The vehicles we buy are chosen based on popularity, market pricing, and availability. The majority of our inventory is priced between $10,000 to $30,000. Let us know if there is a particular car you are looking for and we will do our best to find it for you!

Does Clutch charge any service fees?

[Toronto] No, there are no extra fees. The price you see is the price you pay (plus tax of course).

[Halifax] Yes, we have a $499 Car Prep fee. This is disclosed in the pricing section for every vehicle on our website.

Where does Clutch get its vehicles?

We buy our vehicles from several sources including auctions, rental fleets, trade-ins, and private purchases.

Why should I buy from Clutch?

With Clutch, you can trust that we have your best interests in mind. If you value convenience and a low-pressure buying experience, we think you will prefer us to traditional dealerships or buying privately.

Why can we price competitively?

Our business model is based on selling vehicles quickly, and this requires pricing them competitively. We do this by removing overhead costs associated with the traditional dealership model such as having expensive vehicle showrooms and commissioned salespeople.

How is Clutch different from other dealers?

Clutch saves you the time and energy of visiting a dealership by bringing the car to you.

Why should I make a user account?

Having a user account allows you to save information about vehicles you like, keep track of upcoming test drives, and get access to exclusive offers when available.

What if Clutch doesn’t have the car I’m looking for?

Feel free to reach out by calling us or sending us an email. We can have our buying team search for the vehicle you’re looking for.

FINANCING

How does submitting an application work?

Applying is a quick and painless process. Click the Apply for financing button on any vehicle. It’s quick and easy, you just need to enter a few pieces of information. After you’ve completed your application, we send it to our credit team who will review and be in touch if there is any more information required before we submit it to the bank.

How do I know what my interest rate will be?

To find out your interest rate you need to fill out a credit application, which takes about 10 minutes. Once we submit it to the bank, they will decide what interest rate you qualify for, which will depend on your credit history. While the age and term of the loan factor into the rate, generally, if you have good credit and sufficient income, you can expect prime rates to be between 4.99% - 7%. There is no way to guarantee an interest rate without submitting a credit application to the bank.

Does submitting a credit application impact my credit score?

Each time you submit a credit application, it will slightly affect your credit score by a few points for a short period.

What is gross income?

Gross income should be your total monthly or yearly income before any taxes are deducted. This amount is higher than your ‘net pay’ or ‘take home’ pay.

I own a home with a mortgage; what should I input on the application?

If you are paying a mortgage, please select ‘buying home’ and input your mortgage amount without property tax.

Is my SIN required?

Your SIN is not mandatory; however, it can help move your application along faster. It allows the bank to pull your credit history more efficiently. Often, if you do not enter your SIN, the bank may come back and ask for it since their initial pull might not be able to locate your credit history.

How does an auto loan work? Can I pay it off at any time?

Auto loans are ‘open-ended’ loans that can be paid off at any time without penalty. You are also free to put as much down on the loan as you’d like.

You can also call the bank and ask them to increase your payments to any amount to pay off your loan faster. However, you are not able to have your payments reduced.

How does interest work on my auto loan?

Interest is calculated on a per payment basis. This means if you pay the loan off early you will not be charged the remaining interest. For example, if you are on a 60 month loan and you pay it off in full at 36 months, you would save 24 months worth of interest.

Note: If you decide to place extra money down on the loan after you take possession of the car, it will not lower your payment, it will shorten the length of the term of the loan.

How do my payment dates work? Can I change them?

You can decide on payment dates before the paperwork is signed. You can pick almost any day you’d like - some people prefer to have it after payday.

For bi-weekly payments, standard bank parameters state that your first payment must be at least 14 days from your contract date, but no more than 21 days.

For monthly payments, the first payment must be 30 days from your contract date and can be moved up to 45 days from the first contract date.

You also have the flexibility to call the bank that your loan is through and have them change the payment date (after your first payment comes out).

How does my personal bank affect the loan, does it need to be through the same bank?

Your loan does not need to be through the same bank as your personal bank account. However, you will need to provide a void cheque or a direct deposit form for the account you want your automatic payments to be withdrawn from.

Note: You cannot have payments come from a credit card account.

How do I view my auto loan and the amount owed? How do I pay down the loan amount?

If your personal banking and auto loan are with different banks, you can call the bank the loan is with and have them transfer money over the phone. The bank is also able to provide the payout amount and any other details you may require over the phone.

If your personal banking is through the same bank as the auto loan, you will be able to view the loan through your online banking portal and pay it down online.

I am carrying over previous debt from my old car loan; how is this paid off? Can it be put into the new loan?

If you are bringing over debt from a previous car loan onto your new loan, it will be rolled into the total amount financed and added to your payments. When your new loan is paid off, it will also pay off your previous loan amount.

When you bring over previous debt, we as the dealer will pay off the total amount of your previous car loan. You will not have anymore payments withdrawn from that loan. The remaining balance is added to your new loan.

A payment came out of my bank account for my old car loan before my new payments started, what do I do?

This is common if you have a previous car payment scheduled to come out within a few days of taking possession of your new vehicle and loan. Do not be alarmed! We always tell customers to be prepared for a possible payment to be withdrawn for their previous loan as it can take banks up to 10 business days to pay off the previous loan once the cheque is received.

If a payment does come out, you will be reimbursed. Once the bank receives the funds, they will be ‘overfunded’, whereby the difference will be deposited back into your account.

What is the minimum amount I can finance?

The minimum amount a bank can finance is $7,500 after taxes. If the amount is below this, banks are not able to finance a contract. However, after the vehicle is financed, you can put money down on the loan.

What is the PPSA fee on my bill of sale?

The PPSA fee is a fee that is imposed by the bank, not Clutch. It is the bank’s registration fee for the contract. The amount varies depending on the bank and the term of the loan - it usually ranges from $55 - $170.

What are the items required from me when I am financing?

When we bring the vehicle and contract out to your home, the following items are required:

- Void cheque or direct deposit form for the bank account you want your payments to come out from

- Copy of your new insurance faxed or emailed to us with the loan holder indicated on it

- A valid driver’s license

How does financing work if I don't have credit established in Canada/am new to Canada/unemployed (edge cases)?

If you are new to Canada and do not have established credit, you may qualify for one of the special programs our lenders have made for people in this situation. You must have a working permit or have been given permanent residency in order to qualify for these types of loans. Unfortunately, students do not qualify for these loans. There are also requirements for these types of loans, such as proof of income and employment, copy of permanent residency card or working permit, a 10%-25% cash down payment for the full price of the vehicle after all taxes and fees, etc.

If you are unemployed and new to Canada you are not eligible for this type of loan.

If you are unemployed but are Canadian or have been in Canada for a long time (2+ years) you may still qualify for a loan as long as you have proof of income such as Employment Insurance, disability income, pension income and/or child and/or spousal support, etc.

How long does credit approval take?

Credit approvals usually come back with a decision within 24 hours. However, this sometimes varies based on credit history and score. If a customer does not have excellent or good credit, approvals can sometimes take a few days to a week for a final decision and the lender may ask for additional information i.e. proof of income/employment, a qualified co-signer, cash down payment, etc.

How does financing work if I have a trade-in?

If you have a trade-in, we will give you a trade-in value for your current vehicle. Your trade-in value is then applied to the purchase price of your new vehicle, prior to tax, so you also save the trade-in amount/value in tax as well. If you still owe money on the loan for your current vehicle, we can apply the negative equity amount to the new loan and refinance whatever amount is left.

TEST DRIVES

I’m more than 100 km away, can I still book a test drive?

Yes, you can. We can usually accommodate test drives that are just outside the 100 km radius. If you are further away, we can meet somewhere in the middle. Get in touch and we can find a solution that works for you.

How does the process work if I want to buy the car after my test drive?

Simply place a deposit online by clicking “Hold this car” on the vehicle’s page on our website. You’re able to do this at any time and the vehicle will automatically be shown as Sale Pending, meaning other customers cannot test drive or purchase the car. We’ll be in touch with the next steps of the process, depending on if you’re financing or paying cash.

Can I take your vehicle to my mechanic?

At Clutch, we take a lot of pride (and spend a lot of time!) on our 210-point certification inspection. We’re confident in the quality of our cars -- that’s why we provide every customer a 7-day money back guarantee.

However, if you’d like to have a second set of eyes look over a vehicle during your test drive, you’re welcome to do so. Please contact us to schedule a time and we’ll make sure the car is available. You’ll be responsible for any fee your mechanic charges you to complete the inspection.

Can I come to you to test drive?

Absolutely! You can book a test drive at our facility. Alternatively, we can meet you at other places that work for you such as your workplace, a friend’s place, a shopping mall etc.

I want to test drive multiple vehicles, is that possible?

Yes, but you will have to come to our facility in Toronto or Halifax since we are not able to deliver multiple cars to you at the same time. To schedule a test drive at our facility, go to the vehicle page, click “See this car,” then click “Book a visit.”

Once I’ve booked a test drive, how do I reschedule or cancel it?

For our Toronto location, call us at 647-490-2833 between the hours of 9am-6pm Eastern Time.

For our Halifax location, call us at 902-800-8042 between the hours of 9am-6pm Atlantic Time.

PURCHASING

Is my deposit refundable? How long is it valid for?

Deposits are non-refundable and non-transferable. They will mark a car as Sale Pending and prevent all other customers from test driving or buying the vehicle for 72 hours. If you complete your purchase, the deposit is put towards the purchase price of the vehicle; it is not an extra fee.

Do you accept trade-ins?

Yes we do! You’re able to get an estimated value for your trade-in at this link. Estimates are not always accurate. We’ll provide you with your final trade-in value during an in-person appointment.

Is the online vehicle estimator the final price I’ll get for my vehicle?

Our vehicle estimator tool is there to give you an estimate for the value of your car. Every car is a bit different and physical condition can play a big role in your car’s final value. Because of this, if you’re interested in firming up your estimate, we’re able to provide a final valuation after an in-person appointment. Keep in mind your final value could go up, down, or stay the same as your initial estimate!

Why is the trade-in offer I received sometimes lower than the average selling price on the market?

We include Carfax reports, safety certification, and reconditioning on all of the vehicles we sell, so those costs will be built into the quote we offer. Also, we generally sell newer cars that have no damages and low mileage; we will have to wholesale older, high-mileage vehicles, which tends to fetch a much lower price.

Can I buy a vehicle from a different region?

Yes! If you’re interested in a vehicle that’s not local to you, please contact us and we can provide a shipping quote to have it delivered to your door!

Are you able to source a vehicle for me?

Potentially. Reach out to our team and we can.

Can I return the vehicle if I don’t like it?

Yes, you’re able to return your purchase within 7 days or 250 km for a full money back refund, no hidden fees!

WARRANTIES

What is GAP insurance?

In the event of a vehicle write-off or theft, GAP (Guaranteed Auto Protection) insurance will cover the difference between the amount from your insurance company payout and the remaining amount you owe on your vehicle loan, including any deficit brought over from a previous loan.

Where can I find the prices for the different warranties Clutch offers?

The pricing for warranties vary widely based on the vehicle in question. To see the pricing for a particular vehicle navigate to the ”Pricing” tab on the vehicle page. Click “See Coverage” in the row labeled “Protection plan”. You will see a list of products and pricing for each in the window that pops up on the screen.

DELIVERIES

Can you run me through how you do deliveries?

After a deposit is placed our Advisor team will work with you to coordinate delivery. Likewise, if you’re financing your new vehicle, a Credit Manager will contact you to ensure you’re getting the best rate possible and to lock down your payments. A member of our Concierge team will reach out a couple hours prior to your scheduled delivery to confirm the details. At delivery, your Concierge will bring all necessary paperwork to be signed and you’ll be on your way! PS. We like to take photos of our customers with their new Clutch car so we hope you’re ready to show off your new purchase :)

When will I receive my title/registration?

Toronto: When we deliver the car to your driveway, your new vehicle will already be registered and plated. You will be responsible for alerting our team which name(s) the vehicle will be registered under and providing us with an updated insurance policy as soon as possible. Our default is to get new plates, so if you have plates you would like to reuse please alert our team.

Halifax: Registrations are mailed out within 5-10 business days of delivery; in cases where a customer doesn’t have an existing license plate to transfer over to the vehicle, we’ll provide a temporary permit good for 30 days to allow time for the customer to obtain plates for their new vehicle. If a customer does have an existing plate, there is a 30-day grace period before the plate has to be transferred over!

PROTECTIONS

What if the vehicle I’m interested in still has manufacturer warranty remaining?

You can extend the remaining manufacturer warranty to a longer term (mileage and time) with First Canadian.

I've never heard of First Canadian, who are they?

They are the largest provider of aftermarket warranties in Canada. Their products are valid across North America, and they act as their own underwriter.

Where can I take my car to be repaired?

Almost all mechanic shops in the region perform repairs for First Canadian warranties.

Is there a deductible for repairs?

Yes, there is a $100 deductible

Is there a full list of everything that is covered?

Yes it can be found here

If I sell the car, will the warranty transfer to the new owner?

Yes, if you would like to transfer your warranty, contact First Canadian at 1-800-561-3242 and they will be happy to assist you.

What if I break down in the USA, will I be covered there?

Yes, take it to a mechanic shop and phone First Canadian at 1-800-561-3242. They will provide a card number over the phone. Keep your receipt for proof of the work completed.

Is roadside assistance included?

Yes, roadside assistance is included free of charge for the term of your warranty.

What if the repairs take a long time?

If your car has to be in the shop for more than 24hr, you will qualify for a free rental car for the duration of the repairs.

COVID-19

Can I complete the entire transaction online?

Yes, Clutch was designed to facilitate transactions entirely online. Simply click 'Hold this Car' or 'Book a Delivery'. We'll be in touch with next steps.

What is a touchless delivery?

Whether you choose to take delivery at a Clutch facility or at home, it will be 'touchless'. Any paperwork that requires your signature will be left in your freshly disinfected vehicle. No need to shake hands or interact with anyone in person. Social distancing at its finest!

What measures are being taken to protect Clutch customers and employees

The health of our community at large is the highest priority during this time of uncertainty. All Clutch employees that are able are currently serving our customers from home, and those in the field are taking extra precautions based on the guidance of Health Canada. We have supplemented our existing processes with further sanitization efforts in all of our facilities and vehicle transportation apparatus, while also implementing social distancing best practices within the workplace and in all customer interactions. We are also rolling out Touchless Delivery’ in all markets effective immediately.

Will I need to interact with the Clutch Concierge in person?

No, we are happy to support social distancing efforts with 'Touchless Delivery'.

Will COVID-19 affect my delivery date?

As of now, all currently scheduled deliveries are on schedule. Depending on government measures, some deliveries may be impacted. We'll reach out to those customers on a case-by-case basis.

Will I still be able to pick up my car at a Clutch facility?

Yes, all Clutch facilities are currently operational. Our facilities are following all of the recommended Health Canada protocols, plus frequently sanitizing all door handles, tables, chairs and vehicles. Your delivery experience at a Clutch facility will be 'touchless'.

NO PAY FOR 90 DAYS

How does the ‘no pay for 90 days’ promotion work?

If you purchase a Clutch vehicle and finance with one of our lender partners, you’ll be eligible to delay your first payment for up to 90 days after delivery. Please contact us at Support@clutch.ca if you have any questions.

Is the ‘no pay for 90 days’ promotion available if I want to pay cash for my vehicle?

No, this promotion is only open to financed purchases through our lending partners. Note that vehicles financed through your own personal line of credit are considered cash deals. Please contact us at Support@clutch.ca if you have any questions.

When does the promotion expire?

The promotion will expire when the state of emergency is lifted in the Provinces of Ontario (for Toronto-area deliveries) and Nova Scotia (for Halifax-area deliveries) respectively. Your local Clutch Finance Manager can walk you through all the details.

Will interest accrue during the initial payment delay?

Yes, interest accrues during the payment delay.