Frequently asked questions

How can we help?

General

How does Clutch work?

With Clutch you can buy, sell, or finance your next car 100% online. Once you find a car you like, click ‘Get Started’ to begin the checkout process. You can finalize the paperwork and confirm delivery entirely online, but our Customer Advisors are here to help at every step of the way. Following delivery, you have a 10-Day Money-Back Guarantee, which means that if you change your mind during those first 10 days, you'll get your money back. No questions asked.

Every one of our cars goes through a detailed 210-point inspection and reconditioning process to ensure they are safe to drive and squeaky clean. We stand behind our quality by offering a free 90-Day Protection Plan.

Clutch fees vary by province:

British Columbia: BC customers will be charged a service fee of $599. For an additional fee, we can also deliver vehicles from Alberta. 

Alberta: Alberta customers will not be charged a service fee. For an additional fee, we can also deliver vehicles from BC.  

Saskatchewan: Saskatchewan customers will not be charged a service fee. For an additional fee, we can also deliver vehicles from Alberta or BC.

Ontario: Ontario customers will not be charged a service fee. 

Nova Scotia, New Brunswick, and Prince Edward Island: Customers in the Maritime provinces will be charged a service fee of $899. For an additional fee, we can also deliver vehicles from Ontario.

Quebec: We do not currently offer our services in Quebec.

Applicable government fees, financing fees, and taxes are extra. All fees are visible under the Pricing tab of an individual car’s display page.

We source our cars from a variety of locations: auctions, trade-ins, partnered manufacturers, and customers who sell their car to Clutch. All our cars undergo a rigorous 210-point inspection to ensure they meet our standards.

Clutch offers a seamless, transparent, and hassle-free car-buying experience from the comfort of your home—with a broad selection of high-quality used cars, delivery to your door in a matter of days, and a 10-Day Money-Back Guarantee. All of our cars undergo a rigorous 210-point inspection and reconditioning process and are covered under our free 90-Day Protection Plan. We also offer financing and extended warranty packages. What’s not to love?

By removing the overhead costs that come with the traditional car dealership model, like fancy showrooms and commission-based salespeople, we are able to pass those savings on to you!

Financing

We work with many of Canada's largest financial institutions to help customers get a loan at a great best rate. A variety of factors determine whether or not you get approved for a loan, including credit history, employment, residency status, down payment, application information, co-signers, and vehicle selection. Since your loan is provided by a financial institution, we cannot guarantee that you'll get approved, but we always do our best to secure the best outcome for our customers.

Applying is easy and completely online. Select ‘Financing’ as your preferred payment method during checkout and you'll be guided through all of the steps to complete your application. Once you complete your financing application, we’ll send it to potential lenders for approval. If potential lenders require more information, we’ll reach out and ask you to provide it.

Each time you submit a financing application, it will slightly affect your credit score by a few points for a short period of time. Our pre-approval tool is a soft check. We may submit your information to the banks which could be a potential hard check.

Gross income is your total monthly or yearly income before any taxes are deducted. This amount is higher than your “net pay” or “take-home pay.”

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

Your SIN is not mandatory, although it can help move your application along faster as it allows the bank to pull your credit history more quickly. If you do not enter your SIN, the bank may come back and ask for it if their initial effort at recovering your credit history was unsuccessful.

Yes. Auto loans are open-ended loans that can be paid off before the end of term without penalty, subject to any terms imposed by your lender. 

If you choose to finance your next car, the minimum amount you can borrow is $7,500. If the amount is below this, your lender is not able to finance a contract.

Interest is calculated on a per payment basis. This means that 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 pay it off in full at 36 months, you would save 24 months’ worth of interest. Note: If you decide to put extra money down on the loan after you take possession of the car, it will not lower your payment instalments—it will only shorten the length of the term of the loan.

Payments will either be 14 or 30 days after delivery (based on whether you selected biweekly or monthly payments). You can change your payment date by contacting your lender after your first payment.

Your loan does not need to come 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: payments cannot come from a credit card account.

Your lender will be able to provide you with the total amount you owe as you pay it down after your first payment, as well as any other details you may require. To pay down your loan, simply contact your bank and provide them with your loan details. This can be done either online or in person at a nearby branch, depending on your financial institution and the remaining balance of the loan.

No problem. If you are bringing over debt from a previous car loan, the original loan will be closed and the remainder owning will carry into the new financing contract.

This is common if you have a previous car payment scheduled to come out a few days before taking possession of your new vehicle and loan. Don’t worry! 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 clear the previous loan. In the event that a payment is withdrawn, you will be reimbursed by your financial institution via cheque or an electronic transfer.

The minimum amount your lender can lend is $7,500 after taxes. If the amount is below this, lenders cannot finance a contract. Once the vehicle is financed, however, you can immediately put money down on the loan to reduce it to your desired loan amount.

The PPSA fee is imposed by your lender, not Clutch. It is your lender's registration fee for the financing contract and varies depending on the bank and the term of the loan, usually ranging from $55 to $170.

When filling out a finance application, you will need a valid piece of Canadian ID. If you have a co-signer, you must fill out the section with a co-signer. They must also provide a Canadian ID such as a driver’s licence, passport, citizenship card, or permanent resident card. In some cases, we may require additional information such as proof of income or proof of address.

For newcomers, there are certain lenders that offer programs that may qualify you for financing. Conditions are applicable in these cases.

If you have no fixed income, we would also suggest applying for financing with a qualified co-signer.

Credit approvals usually come back with a decision within 24 hours. However, this can vary based on your credit history and score. If a customer does not have excellent or good credit, approvals can sometimes take longer, during which time the lender may ask for additional information (e.g. proof of income/employment), a qualified co-signer, cash down payment, etc.

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.

Sell or Trade

We take pride in delivering an incredible experience by paying customers the exact value they were quoted online. Offers are benchmarked against current retail and wholesale values. Payment is fast, and the entire process can be completed in as little as 48 hours. There are no test drives required, there is no haggling or negotiations, and payment is guaranteed to you and your lienholder (if applicable).

Payments are made via electronic funds transfer (EFT). Money will show up in your bank account 1-3 business days after the transaction is complete. ETF is the only payment method offered.

If you have a loan on the car that you're selling, Clutch will pay off the loan and deduct it from the value of our offer. Loans can take 3-10 business days to be processed, depending on the lender.

The purpose of your car-selling appointment is just that: to sell your car. We don’t waste time with negotiations or lengthy inspections, and the process only takes about 15 minutes. A member of our Delivery Team will walk around your vehicle to verify details from the appraisal, and then you’ll sign a Bill of Sale prepared by Clutch. If you choose to drop off your car at one of our facilities, please plan your way home in advance.

That’s okay! Simply complete the appraisal to the best of your knowledge, and if you have any questions about the categorization of cosmetic damage, please take a few pictures of the area in question and send them to offers@clutch.ca.

1) Driver’s licence

2) Proof of ownership or title for the vehicle

3) Void cheque or direct deposit form (to facilitate payment)

4) Loan payout statement (if your vehicle is financed)

A loan payout statement shows the current balance of your auto loan. In most cases, Clutch can obtain your loan payment statement if your auto loan is with BMO, Scotiabank, TD, CIBC, or Royal Bank. If your loan is with another lender, you will need to contact their customer service department and request a loan payout statement to be sent to you via email.

Yes, we allow a 2,500 km variance in mileage with no change to your offer. If you have a larger variance, please submit a new appraisal.

No, you will need to buy out your lease prior to selling your car to Clutch.

If a loan payment was withdrawn from your bank account after you already sold your car to us, don’t worry: that is simply because it can take 3-10 business days for the lender to process our payment. The amount will be refunded back to you by your lender.

Yes, the owner (or co-owners) need to be present at the time of sale. Exceptions are made for cars being sold by an estate or under power of attorney. Please reach out to offers@clutch.ca for additional information.

Unfortunately, there are some cars that Clutch does not purchase. Reasons for not purchasing certain cars include model year, manufacturer, model, mileage, and vehicle condition.

Clutch’s offers are generally firm subject to the terms of service.

We do! Simply visit the Sell or Trade page and enter a few details about your car to get an estimated value for your trade-in, which will be deducted from the price of your next ride. Plus, when you apply the value of your current ride towards the next one, you reduce the sales tax that goes with it. How sweet is that?

If you choose to trade in your car, the value of your current ride will be deducted from the next one. Not only does that reduce the purchase price of the new vehicle—it reduces the sales tax that goes along with it. That’s a win-win!

As for paying the difference between the two cars, it works just like any other Clutch purchase: you can either pay the difference in cash via certified cheque or bank draft (made out to Clutch Technologies Inc.), due upon delivery, or you can apply for financing through our portal. 

And of course, if the new car has a lower price than the one you’re trading in, we’ll pay you the difference.

Lastly, if you still owe money on the vehicle you’re trading in, we will transfer the loan to your new ride, along with any new financing.

Yes. Accidents may affect your car’s appraisal value, but in most cases you can still trade it in. To get a cash offer in minutes, head to the Sell or Trade page and enter a few details about your car.

After you enter a few details about your car on our Sell or Trade page, you should get a firm offer right away. On rare occasions, however, a manual appraisal might be required, in which case it can take about 24 hours.

Selling your car is easy. Simply head to our Sell or Trade page and enter a few details about your car to get a firm offer in minutes. Then, schedule a pick-up time and location, we'll come grab it, and you get paid.

Yes. If the amount owed on your car is less than the amount of our offer, we will pay you the difference and clear the lien with your financial institution. If the amount owed is greater than the offer, you would need to provide us with a certified cheque or bank draft for the difference and we will pay off the loan on your behalf. One of our Customer Advisors will be there to help you every step of the way.

At Clutch, we are proud to give firm offers online in over 95% of cases. In rare situations where damage or other issues with your car have not been fully or accurately disclosed, further inspection may affect your offer.

If the value of your car is over $10,000 and near one of our reconditioning centres, we would be happy to come pick it up. Otherwise, we can arrange to meet you at one of our drop-off locations.

After inputting your car details and selecting your trim, you will be presented with a list of features that you can check off if your car has them. We will evaluate all of this information when providing you with an offer.

You do not have to pay taxes when selling your vehicle. It is the buyer’s responsibility (Clutch) to pay taxes to the government, specifically when we change the registration to our name. The offer we provide online is firm, meaning it is exactly how much will be transferred to your bank account minus any outstanding lien on the car (in most cases—see above).

You can only sell a car that is registered in your name or you would need to provide us with a Power of Attorney document. Contact us at support@clutch.ca to get started.

Yes. If you wish to sell a car owned by a company, we simply require an article of incorporation indicating that you own the company or have signing authority. To get started, head to the Sell or Trade page and enter a few details about your car.

Buying

We offer limited cross-province purchasing, as follows: 

If you are located in British Columbia, you can purchase and have a car shipped from Alberta for an additional fee. 

If you are located in Alberta, you can purchase and have a car shipped from British Columbia for an additional fee. 

If you are located in Saskatchewan, you can purchase and have a car shipped from Alberta or British Columbia for an additional fee. 

If you are located in Nova Scotia, New Brunswick, or Prince Edward Island, you can purchase and have a car shipped from Ontario for an additional fee.

Clutch is proudly haggle-free. For that reason, we don't negotiate on pricing. We aim to price our vehicles as competitively as possible, with no hidden fees.

Insurance requirements vary by province, as follows:

Ontario: Customers must obtain car insurance for their new vehicle before they may take possession. Please contact your insurer and provide them with the VIN, year, make, model, and trim of the vehicle you wish to purchase. Once you have insurance for your new vehicle, please upload a copy to your profile. Please note that your insurance must have an effective date beginning no later than the scheduled day of delivery. 

Saskatchewan: We do not require you to purchase car insurance ahead of delivery. Instead, your vehicle will be delivered with a temporary permit so that you can go to SGI and obtain insurance and plates following delivery. In order for us to obtain a temporary permit for you, you will be emailed a Bill of Sale to sign electronically (via HelloSign). Please ensure that this document is signed at least 48 hours prior to your delivery date. 

Alberta: Customers must obtain car insurance for their new vehicle before they may take possession. Please contact your insurer and provide them with the VIN, year, make, model, and trim of the vehicle you wish to purchase. Once you have insurance for your new vehicle, please upload a copy to your profile. Please note that your insurance must have an effective date beginning no later than 2 business days prior to the scheduled day of delivery.

British Columbia: Vehicle insurance is provided by our partners at Allwest Insurance (ICBC Certified). A team member will reach out at least 48 hours prior to your delivery date to help you complete the registration process. So stay tuned! Note: If you prefer to use an alternative insurance provider, email us at support@clutch.ca and indicate the provider of your choice. For alternative providers, we will need to deliver your vehicle to the insurance office of your choice to jointly finalize the purchase and complete delivery.

New Brunswick, Nova Scotia, and Prince Edward Island: Customers must obtain car insurance for their new vehicle before they may take possession. Please contact your insurer and provide them with the VIN, year, make, model, and trim of the vehicle you wish to purchase. Once you have insurance for your new vehicle, please upload a copy to your profile. Please note that your insurance must have an effective date beginning no later than the scheduled day of delivery.

Yes! All Clutch cars come with a 10-Day Money-Back Guarantee, which means that if you don't love your car during those first 10 days (or 750 km—whichever comes first), just give us a call at 1-866-275-4609 or email support@clutch.ca to set up a return or exchange. You will be refunded the price you paid for the vehicle, excluding third-party fees. See terms and conditions for more details.

To return or exchange your vehicle, you must let us know within 10 days of receiving your vehicle (or before you have driven 750 km—whichever comes first). We cannot accept a return if the vehicle is not in the same condition in which it was delivered or has a lien or other unpaid fee on it (other than financing arranged through Clutch). If you choose to exchange your vehicle, you can make up to two vehicle exchanges in a 30-day period, but note that the third vehicle will not come with a 10-Day Money-Back Guarantee. Third-party fees, including financing and government fees, are not eligible for refund. See terms and conditions for more details.

While we do not offer in-person viewings at our facilities, we save you the trip by providing 360-degree photography and detailed reporting that highlights even the smallest imperfections on each and every car. 

Plus, when we deliver the vehicle to your doorstep (or you come to pick it up), you will be able to physically inspect it and take it for a spin before completing your purchase. 

Best of all, every car comes with a free 10-Day Money-Back Guarantee, so if you discover you're not happy with your ride at any point during that period, you’ll get your money back—no questions asked.

While we do not offer in-person test drives at our facilities, you will be able to physically inspect the car and even take it for a spin when we deliver it to your doorstep—all before completing your purchase.

Plus, every car comes with a free 10-Day Money-Back Guarantee, so if you discover you’re not happy with your ride at any point during that period, we'll come you’ll get your money back—no questions asked.

Yes, in most cases, you can purchase a car in one province even if you have a driver’s licence from another province. Importantly, however, your insurance must be valid in the province that you are purchasing the car in.

"Sale Pending" means another customer has started the purchasing process and placed the vehicle on hold, making it unavailable for purchase by others. You can still add the car to your favourites by clicking the heart icon or saving your search—then you'll easily be able to see if it becomes available again.

Every Clutch car goes through a rigorous 210-point inspection and reconditioning process, leaving it safe to drive and squeaky clean. 

As for minor cosmetic damage, the car is listed exactly the way it will be delivered. (We make sure to highlight even the smallest imperfections in our 360-degree photography and reporting.) We do not offer further modifications. 

Rest assured that every car comes with a free 10-Day Money-Back Guarantee, so if you discover you’re not happy with those cosmetic imperfections at any point during that period, you’ll get your money back—no questions asked.

To ensure they meet our high safety standards, every Clutch car goes through a rigorous 210-point inspection and reconditioning process, available as a full report on the vehicle page. Imperfections are highlighted down to the smallest detail. 

Inspections break down as follows:

Road Tests: 78 checkpoints

Engine: 41 checkpoints

Body: 21 checkpoints

Tires and Brakes: 24 checkpoints

Suspension: 16 checkpoints

Underbody: 11 checkpoints

Lights: 10 checkpoints

Steering: 8 checkpoints

Warranties

In the event of a vehicle write-off or theft, Guaranteed Auto Protection (GAP) Insurance covers the difference between the car insurance payout and the amount still owing on your loan (where applicable), including any deficit brought over from a previous loan.

Pricing for warranties varies widely based on the car in question. To view warranty pricing for a particular vehicle, navigate to the Pricing tab on the individual vehicle page. Then, click ‘See Coverage’ in the row labelled Protection Plan. You will see a list of warranty products, with pricing for each.

Every one of our cars comes with our 90-Day Protection Plan at no extra cost. If you need to take advantage of the 90-Day Protection Plan, there are no fees or deductibles. It’s that simple.

If your car breaks down, contact Clutch immediately at 1-866-275-4609. Please note that we will only accept repairs from licensed mechanics within Canada and the Continental US.

Two things!

  • Properly maintain your vehicle as recommended by the vehicle manufacturer.
  • Obtain authorization from a member of our Customer Support team before completing any work from a licensed mechanic. You can reach us at 1-866-275-4609 to get started.

Assuming your vehicle breakdown is covered under our 90-Day Protection Plan, we will:

  • Refund the vehicle or repair or replace the covered parts that caused the breakdown. Replacement parts may be of like kind or quality. This may include the use of new, remanufactured, or used parts.   
  • Reimburse you for towing expenses up to a limit of CAD $75 per occurrence. 
  • Note: We may also reimburse you for the costs of a rental vehicle, subject to pre-approval by Clutch and a receipt from the rental car provider.

See terms and conditions for more details.

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

Almost all licensed mechanic shops in North America perform repairs for First Canadian warranties. Contact First Canadian at 1-800-381-2580 to find the nearest licensed repair facility.

Yes, our Extended Warranty plan has a choice of $100 or $200 deductible per repair visit, plus applicable taxes, on all covered repairs. If the same component fails again, no deductible will be charged for its repair or replacement.

Yes, it can be found here.

Yes. If you would like to transfer your Extended Warranty, contact First Canadian at 1-800-381-2580 and they will be happy to assist you.

Yes. If your car breaks down in the Continental US, take it to a licensed mechanic shop and phone First Canadian at 1-800-561-3242. They will provide information over the phone. Keep your receipt as proof of work completed.

Yes, roadside assistance is included free of charge while your Extended Warranty is in effect.

If your repair is covered under the Extended Warranty and your car has to be in the shop for more than 24 hours, you will qualify for a free rental car for the duration of the repair.

Under the terms of our Extended Warranty, only genuine parts from your vehicle's manufacturer will be used.

Deliveries

During the checkout process, you will have the opportunity to select a preferred date and time for delivery. Following checkout, a member of our Customer Advisor team will reach out to help coordinate your documents ahead of delivery. Once the car has been delivered, you will have the opportunity to take it for a spin and ensure it meets your expectations before you complete the purchasing process.

All parties involved in the purchase must be present at the time of delivery or pick-up.

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 let us know.
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!

Please give our Customer Support team a call at 647-955-5340 and we will guide you through the process of submitting photos of the imperfections in question. Our Production Team will review any cosmetic concerns sent within the 10-Day Money-Back Guarantee period to determine next steps. 

COVID-19

Yes, Clutch is designed to facilitate the entire transaction online. Simply click "Get Started" or "Pre-order now" to begin.

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!

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.

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

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.

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'.

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