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Hi all does anyone have experience of cancelling an order. I have a vehicle on order. I don’t have a build date or anything yet. Is it difficult to change your mind and order another vehicle at this stage and will there be a cost associated to it. Tia
Until you enter your PIN on vehicle collection, you are free to cancel the vehicle without charge.
Just tell the dealership you want to cancel. They might not be too happy about it, or try to talk you out of cancelling, but you are within your rights to cancel. When they have cancelled it on the Motability system it frees you to order another vehicle.
If they are reluctant or delay, speak with Motability who can also cancel it on the system.
If you have paid the dealer a deposit on the Advance Payment, or for ‘Optional Extras’ on the vehicle you might have to jump a few hurdles to get it returned but it is not insurmountable.
Exactly as BigDave says. You can cancel at any time and there is no cost. If you have paid a deposit the dealer must refund it. We do not enter into a legally binding contract with a dealer at any time. The only legally binding contract is with Motability Operations, and that only commences when you enter your PIN when you accept the vehicle.
Exactly as BigDave says. You can cancel at any time and there is no cost. If you have paid a deposit the dealer must refund it. We do not enter into a legally binding contract with a dealer at any time. The only legally binding contract is with Motability Operations, and that only commences when you enter your PIN when you accept the vehicle.
Is this correct? I paid my AP in full when I ordered, albeit with a sizable discount, and am quite happy with my choice. But the AP fell by a significant amount in Q1 so if cancelling and reordering is an option, I’m going to take it.
Current car: MG HS Exclusive in nice shiny black. 🙂
Exactly as BigDave says. You can cancel at any time and there is no cost. If you have paid a deposit the dealer must refund it. We do not enter into a legally binding contract with a dealer at any time. The only legally binding contract is with Motability Operations, and that only commences when you enter your PIN when you accept the vehicle.
Is this correct? I paid my AP in full when I ordered, albeit with a sizable discount, and am quite happy with my choice. But the AP fell by a significant amount in Q1 so if cancelling and reordering is an option, I’m going to take it.
I always refused to pay AP in advance, only upon collection, so cannot comment on this specific case, but I did cancel my order twice on Motability: once with Citroën which never arrived and once with Skoda. No issues nor fees in both cases.
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Apologies for briefness and spelling mistakes.Motability Skoda Enyaq SportLine 85x April 2024 (unhappy customer - Ombudsman pending)
Motability Mazda CX-60 PHEV July 2023 (unhappy customer - early termination on mechanical grounds)
Motability VW Touran Family Pack May 2019 (happy customer)Exactly as BigDave says. You can cancel at any time and there is no cost. If you have paid a deposit the dealer must refund it. We do not enter into a legally binding contract with a dealer at any time. The only legally binding contract is with Motability Operations, and that only commences when you enter your PIN when you accept the vehicle.
Is this correct? I paid my AP in full when I ordered, albeit with a sizable discount, and am quite happy with my choice. But the AP fell by a significant amount in Q1 so if cancelling and reordering is an option, I’m going to take it.
That is a slightly different case.
Yes, you can cancel – in general terms, cancel means a total cancel.
If you want that same vehicle, what you need is the dealer to ‘play ball’ and cancel your order on the Motability system only, then immediately re-order the same vehicle on the Motability system only at the new lower AP (without cancelling it on dealership systems which would usually invoke a fresh factory order). It takes the dealership about 10 minutes to do and is no loss to them. But, they don’t have to do it, albeit most will. They could cancel in total if they so wished though.
If the dealership cancels it in total, you might have a long wait for your vehicle and lose any discount that was offered on the original order.
Speak nicely with your dealer asap.
A few weeks ago I ordered my new car and I was up-front with the dealer concerning a AP decrease in Q1. Basically I told him I would cancel and re-order if the AP went down, which he was OK with. If he hadn’t been I would gone to another dealer.
@DougieB Again, BigDave is spot on. You do not need to cancel your order to take advantage of the lower AP. The dealer just needs to spend 5 minutes on the Motability system ‘cancelling’ and re-ordering at the new AP. It’s not cancelling the anctual order though, as that’s between the dealer and manufacturer, so won’t affect the actual order or lead time. Most dealers will do this without fuss (my BMW dealer did it without me even asking them to, saying that “the money was better in my pockets than Motability’s) as it doesn’t affect what they receive for the car (the AP goes to Motability).
Just to throw my hat into the ring on this one…
My partner and I placed an order for our 1st Motability vehicle for a hybrid Vauxhall Frontera middle of last year, even paid a £99 deposit which I was informed via the lovely people on this Forum that you don’t legally have to do, however the build/delivery kept getting pushed back and we needed the car for a family holiday in late August. We found an alternative vehicle (Skoda Kodiaq) and was able to cancel the Frontera order, and get the deposit back, with no muss or fuss. Until you put your pin in at collection it’s perfectly fine
Just to throw my hat into the ring on this one… My partner and I placed an order for our 1st Motability vehicle for a hybrid Vauxhall Frontera middle of last year, even paid a £99 deposit which I was informed via the lovely people on this Forum that you don’t legally have to do, however the build/delivery kept getting pushed back and we needed the car for a family holiday in late August. We found an alternative vehicle (Skoda Kodiaq) and was able to cancel the Frontera order, and get the deposit back, with no muss or fuss. Until you put your pin in at collection it’s perfectly fine
I remember quite well – hows the Kodiaq?
Just to throw my hat into the ring on this one… My partner and I placed an order for our 1st Motability vehicle for a hybrid Vauxhall Frontera middle of last year, even paid a £99 deposit which I was informed via the lovely people on this Forum that you don’t legally have to do, however the build/delivery kept getting pushed back and we needed the car for a family holiday in late August. We found an alternative vehicle (Skoda Kodiaq) and was able to cancel the Frontera order, and get the deposit back, with no muss or fuss. Until you put your pin in at collection it’s perfectly fine
I remember quite well – hows the Kodiaq?
Hey Kezo,
All going well so far. Family finds it really comfortable, it’s easy to drive and has boot space for days! Bit worried what we’re gonna do once the 3yrs is up what with all the current goings on in the news etc, not had the best back end to the year to say the least, but another high value AP would’ve been tough before the faeces hit the fan, it will be damn near impossible come 2028, but will have to wait and see what’s on offer at that point
My current car was my 3rd order.
I cancelled my previous 2 .
The first was built and arrived at the docks in UK but not at the dealer. I cancelled as a higher spec model came onto the scheme.
I cancelled the second when the AP was suddenly halfed.
So having planned to visit my dealer this afternoon to discuss cancelling my order, they rang me this morning out of the blue and told me that they’d readjusted the AP to reflect the new Q1 price and having paid in full, I would be refunded the difference of £168 when I collect the vehicle.
That’s what I call customer service so a shout out to Palmers of Hemel Hempstead.
Current car: MG HS Exclusive in nice shiny black. 🙂
So having planned to visit my dealer this afternoon to discuss cancelling my order, they rang me this morning out of the blue and told me that they’d readjusted the AP to reflect the new Q1 price and having paid in full, I would be refunded the difference of £168 when I collect the vehicle. That’s what I call customer service so a shout out to Palmers of Hemel Hempstead.
Great result Dougie.
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