My Renault Terms & Conditions

My Renault general terms and conditions of use

These General Terms and Conditions of Use (hereinafter "GTCU") govern access to and use of the Application made available by RENAULT sas, whose registered office is located at 122-122 bis avenue du Général Leclerc - 92100 Boulogne-Billancourt, France, registered in the Nanterre Trade Register under number 780 129 987 (hereinafter "RENAULT").

RENAULT reserves the right to modify and/or update these GTCU at any time and without notice. Amendments will be effective upon RENAULT’s posting of such updated T&Cs

The governed T&Cs are those in effect at the date of connection and use of the Application and/or Website by the User, whom continued access or use of the Services after such posting constitutes his consent to be bound by the T&Cs as amended.

THE USER MUST READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE ACCEPTING THEM AND ACCESSING THE SERVICES.

For the purposes of this document:

"Application" or “My Renault App” refers to the software application “My Renault” published and provided by RENAULT, giving access to the Services. The Application also includes Content, software, programs, tools (programming, navigation, etc.), databases, operating systems, documentation and all other elements and services that compose it, updates and new versions that can be made to the Application by RENAULT.

"Connected Services Contract" means the General Terms and Conditions and the Special Terms and Conditions of Sale for Connected Services, which govern the sale of connected services for Vehicles.

"Content" means, without limitation, the structure of the Application, editorial content, drawings, illustrations, images, photographs, graphic charters, trademarks, logos, acronyms, company names, audiovisual works, multimedia works, visual content, audio and sound content, as well as any other content present within the Application and/or the Website.

"Connected Services" refers to intangible services, whether paid or free of charge, enabling the Customer to benefit from functionalities provided by the RENAULT manufacturer or by a third party, improving the Customer's experience/relationship and quality of service.

Through on-board connectivity in the Vehicle, or through mobile electronic communication means, these services are based on connecting the Vehicle with an external ecosystem.

These are services intended for use by the Customer or a user of the Vehicle, such as:

services enabling remote control of the vehicle, automatic vehicle updating or in-vehicle entertainment,
driving or navigation assistance services,
services to enhance and provide various forms of mobility,
services whose deployment is required by law or regulation.

Connected Services are used in the Vehicle or via the My Renault Application on a smartphone or tablet interacting with the Vehicle, and require the Customer to subscribe to the Contract. Their duration may be limited or unlimited.

In the Vehicle, they may take the form of a native function or an application to be launched on the on board screens. Connected Services must be activated on the Vehicle.

"Services" means the various functionalities, connected and unconnected, accessible through the Application.

“Site” means all data and information available on the website published by RENAULT and accessible at the following address: www.my.renault.co.uk

"User" means a prospect or current customer of Renault who has downloaded the Application and/or the Site for his or her own use, for strictly personal and non commercial, non-profit, direct or indirect purposes.
"Vehicle" means any Renault brand vehicle.

The My Renault App enables the User to simplify and optimise the use and maintenance of their his Vehicle.

Access to some or all of the Services depends on (i) the model of the Vehicle, (ii) the type of connectivity fitted to the Vehicle, (iii) the valid subscription to a Connected Services Contract and, for Connected Services available as an option or paid renewal, their payment, (iv) the synchronization of the Vehicle with the My Renault account, (v) the date of first registration of the Vehicle, and (vi) the country in which the Vehicle is marketed and/or used.

Subject to the above-mentioned accessibility criteria, a range of connected and non-connected Services is available, including:

Classic services:

Manage profile data,
Select the communication channels and access to the consents granted to share personal data with RENAULT’s partners,
Have information relating to the provisional delivery date of the Vehicle ordered
Manage Vehicle(s) information (including add/remove a Vehicle from the virtual garage in your User account),
Access information relating to its mileage, characteristics and maintenance,
Access vehicle specifications and maintenance schedule,
Manage updates with information provided during workshop visits,
Find the Vehicle wherever and be guided to reach it,
Plan a trip and send the destination to the Vehicle,
Be guided by last mile navigation once the Vehicle is parked,
Remote (i) lock/unlock the door, (ii) activate the Vehicle’s lights to easily locate it in parking lot, (iii) start the engine to precondition the Vehicle.

Services specific to electric vehicles:

be informed remotely of the battery's state of charge,-
start remote charging of the Vehicle's battery at the chosen time,
program the Vehicle to be ready (air-conditioning/heating and/or charging) at the chosen departure time,
estimate the total duration of a journey, including nearby charging points, and/or be guided to the most appropriate charging point,
locate charging points, check their availability, activate and pay for battery charging with third-party operators,
receive advice and suggestions on how to make the best use of your Vehicle, as well as notifications on the Vehicle's state of charge.

The list of Services is not exhaustive and may be modified at any time at RENAULT's discretion.

Access to the website depends on the country in which the vehicle is marketed. For some countries, My Renault services are only available via the Application.

In particular, the Site allows the User to access all or part of the Services as set out above and in particular to:

manage their profile data,

The Application is accessible on (i) a compatible cell phone and (ii) a tablet but with a limited display resolution, equipped with Apple iOS or Android technologies.

The Application can be downloaded from the Apple Store and Google Play platforms.

The User is informed that the Application will be configured according to the specificities of the country in which they are with their smartphone (via the IP address of his smartphone) at the time of downloading the Application, in order to ensure the relevance of the information available in the Application (e.g. roadside assistance number). The country responsible for processing the User's personal data will be determined according to the country in which the User downloads the Application.

Access to the Services on the My Renault App and/or the Site implies the User's personal identification via the ID Connect third-party solution, which is subject to its own terms and conditions of use.

When using the App and/or the Site for the first time, the User is required to create an account using the registration form.

Once the fields have been filled in, the User is invited by e-mail to validate the creation of their account.

Each time the User logs on to their account on the Site, they are asked to identify themselves by means of their email address and the password they have chosen. Via the Application, the User remains connected to their account unless he they disconnects.

In the event of inactivity for a period of three (3) years, the User's account is closed.

The User may delete his My Renault account at any time, which will result in the deletion of their specific My Renault data and may block certain functionalities.

If, according to the information available to RENAULT, the User is the owner of the Vehicle, and not simply a user, they will have access via their account to specific information, in particular concerning the maintenance of his/her Vehicle (e.g.: history of the Vehicle's visits to workshops). In the event of difficulties accessing information on the Vehicle reserved for the Vehicle owner, the User may contact the Customer Relations Department

1. Via the My Renault Store

In order to facilitate and speed up the purchase via the Site on RENAULT's online sales sites of goods and/or remote services, the User may register their his dematerialised payment card in their his My Renault account on the Site. From the My Renault App, the User may add one or more payment cards (excluding certain categories such as American Express cards) to their his profile by entering the card details required for registration.

The addition and/or deletion of payment cards is at the discretion of the User, from his/her personal profile in the My Renault App.

The integrated payment service is operated by WORLDPAY (UK) LIMITED registered under n°07316500, WORLDPAY LIMITED registered under n°03424752 and WORLDPAY AP LTD registered under n°05593466, three companies incorporated in the United Kingdom and whose registered office is located at Walbrook Builing, 25 Walbrook, London EC4N 8AF (together "Worldpay"), payment service provider partner of RCI, subsidiary of RENAULT.

In order to authenticate the payment card entered by the User, Worldpay immediately authorises the User's bank to debit £1.

Depending on the operating procedures of the User's bank, a debit/credit transaction may be credited to the User's account.

Once authentication of the payment card has been verified, the procedure for registering the payment card in the User's Profile is finalised.

2. Via the Application for Mobilize Charge Pass and Plug & Charge offers

When the User has subscribed to the Mobilize Charge Pass Service, the User can pay for Vehicle recharging operations using the bank card associated with the Mobilize Charge Pass Service.

The User also has the option, via the Mobilize Charge Pass Service, to manage and use the gift cards made available to them as part of commercial operations.

Where applicable, it is up to the User to enter the number of the gift card in the dedicated "manage my gift cards" menu in their profile.

The gift card can then be used as a means of payment for the Mobilize Charge Pass or Plug & Charge Service within the limit of its value and validity date (indicated on the card).

Connectivity to telecommunications networks

Access to the Connected Services in the Application assumes that the Vehicle and the User's device are connected to local cell phone networks.

Territory

Some Connected Services in the Application may not be available in certain territories. The User may obtain information on the list of Connected Services available by territory by consulting the retailer and/or the sales brochures with the list of Connected Services available on their Vehicle and in the territory in which it is sold.

Synchronisation/Connection of Vehicle and My Renault account

After registering their Vehicle in their My Renault account, the use of the Application's Connected Services requires the User to:

synchronise/connect their Vehicle and My Renault account in order to use the Connected Services,
activate geolocation in their phone settings.

Depending on the territories in which certain Connected Services are marketed and/or available and subject to (i) fulfilling any applicable conditions specific to such or such Connected Service and (ii) having accepted any conditions specific to the Connected Service in question and the sharing of data with RENAULT in the Vehicle's screens, the User may benefit from specific Connected Services, included when purchasing a compatible Vehicle or subscribed to as an option or renewal.

The User may refer to the list below for information on the specific features of these Services, which can be controlled from the My Renault Application.

The My Renault Application enables Users who own electric vehicles to locate charge points and find out about their availability, in order to carry out charging sessions for the battery of their electric vehicle using integrated and simplified payment methods.

Conditions for using the service: ordering a Mobilize Charge Pass from RCI

In order to benefit from the "Mobilize Charge Pass" service, the User must order a "Mobilize Charge Pass" from RCI BANQUE S.A, a public limited company, registered with the Paris RCS under number 306 523 358 and having its registered office at 15 rue d'Uzès - 75002 Paris, a subsidiary of RENAULT, and after accepting the General Terms and Conditions of Sale of RCI BANQUE SA.

The Mobilize Charge Pass is ordered using the payment card (which must be valid and not expired) entered in the User profile of the My Renault Application.

Failing this, the User is redirected to their personal profile to enter and register their payment card details.

The Mobilize Charge Pass is sent to the postal address entered by the User during the purchase process.

Service activation procedure

In order to use the "Mobilize Charge Pass" service, the User must activate his/her Mobilize Charge Pass from the My Renault App with the company operating the service: PLUGSURFING GmbH, a company incorporated under German law, registered under number RB 143142B and having its registered office at Weserstr 175, 12045 Berlin, Germany.

Activation of the Mobilize Charge Pass entails referral of the User to PLUGSURFING. Activation implies acceptance by the User of PLUGSURFING's General Terms and Conditions of Use and Sale, which will govern each purchase of a charge session made via the My Renault App. Each User may activate a maximum of two Mobilize Charge Passes in their My Renault account.

Charging process and integrated payment methods

Once the Mobilize Charge Pass has been activated, the User may charge the battery of his/her electric vehicle at the charging stations referenced by the PLUGSURFING partner, under the terms and conditions defined in PLUGSURFING's General Terms and Conditions of Use and Sale.

It is understood that, given the technological advances made in successive generations of on-board multimedia systems, in the event of any discrepancy between the data relating to the charging stations entered on the multimedia screen and that appearing in the My Renault App, the User must rely on the data appearing in the My Renault App. Where applicable, the User acknowledges and accepts that any such discrepancy shall not affect the correct operation of the multimedia system fitted to their vehicle.

Payment by gift card

Where the User has a gift card, once this has been activated in the User's profile, it can then be associated with the Mobilize Charge Pass (subject to prior activation of the latter) and used as a means of payment for top-ups up to its value.

A payment receipt specifying the amount debited from the gift card will be sent to the User until the amount credited to the gift card has been used up. In the event that an amount charged is greater than the balance on the gift card, the gift card will be debited its balance and the User will be debited the remaining amount of the charge. The balance will remain usable until the expiry date of the gift card.

Mobilize subscription offers

The User may take out Mobilize subscriptions -- up to a limit of two Mobilize Charge Passes -- with RCI BANQUE S.A, a public limited company, registered with the Paris Trade and Companies Register under number 306 523 358 and having its registered office at 15 rue d'Uzès - 75002 Paris, a subsidiary of RENAULT, after accepting RCI BANQUE SA's General Terms and Conditions of Sale stipulating in particular the terms, conditions and duration of the subscription.

Plug and Charge is a free additional functionality to the "Mobilize Charge Pass" Service that can be used by compatible vehicles. Plug and Charge simplifies the experience of the User holding a Mobilize Charge Pass at public charging stations (DC only at launch).

Procedure for activating the functionality

In order to use the "Plug and Charge" functionality, the User must first activate the "Mobilize Charge Pass" service via the My Renault App.

The User must then activate the "Plug and Charge" functionality in the Profile menu of the My Renault App.

Charging process

The User can filter the charging stations compatible with "Plug & Charge" while planning their journey from the application. Once the User connects their car to compatible DC charging connectors, they are automatically recognised as a User of the "Mobilize Charge Pass" service.

Renault Guide allows the User, after downloading the Application, to find all useful information from their smartphone and/or tablet to better enjoy their Vehicle.

Through the Application, the User has access to the operating instructions for the Vehicles and the operating instructions for the multimedia systems installed in the Vehicles.

The User is invited to select the desired Vehicle and, if applicable, the Vehicle's date of first registration. The User then downloads the contents of the manuals. Downloading requires an Internet connection. Once downloaded, the content of the Application will remain accessible offline.

The "Renault Guide" application gives you quick and easy access to the information contained in the on-board documentation via various tabs:

by viewing the downloaded manual(s),
by using the "Visual search" function, which takes you directly to the basic information in the leaflet,
by using the "Augmented Reality Search" function. Using your cell phone's camera, you can now scan the part of your Vehicle you want to know more about. The application will automatically recognize the element being viewed and immediately provide you with the information you're looking for,
either via the text search function or via indicator lights.

The User will also have access to explanatory videos requiring Internet access.This list of access to information is not exhaustive and may be modified at any time by RENAULT without any liability on its part.

The "reno, the official Renault avatar" service enables the User, depending on the eligibility of the Vehicle, after downloading the My Renault application, to benefit from the services of a road companion who can make various suggestions to the User to get the most out of their Vehicle.

The "reno, the official Renault avatar" feature enables the User to:

(i) discover the various services that they can benefit from thanks to their Vehicle (e.g. electric charging schedule for their Vehicle, Mobilize Charge Pass, Plug & Charge and Mobilize Power...)

(ii) receive notifications sent by reno, the official Renault avatar informing them of the status of an action taken by the User on their Vehicle (e.g. Vehicle charging status in progress / completed)

(iii) receive advice or suggestions concerning the use of their Vehicle (e.g. climate control in the Vehicle, optimise the operation of the Vehicle's battery in relation to external events and to ensure the longest possible life for the battery etc) and

(iv) configure reno, the official Renault avatar to selete the desired functionalities from those set out in (i), (ii) and (iii) and disable those which the User does not wish to use.

RENAULT grants the User a personal, non-exclusive, revocable, non-transferable, worldwide and free right to use the Application and/or the Site, the Content and the Services solely for its own needs in connection with the Use of the Application and the Services, to the exclusion of any other purpose.

The User is strictly prohibited from accessing and/or using the software components of the Application and/or the Site.

The User acquires no rights to the Application and/or the Site, the Content and/or the Services other than those granted herein.

The User undertakes to :

download the Application exclusively for personal, non-commercial use;
not to reproduce, even temporarily and/or partially, the Application, the Site and/or the Content by any means and in any form whatsoever;
not to use software or processes designed to reproduce and/or copy the Content;
not to adapt, modify, translate, transcribe, compile, decompile, assemble or disassemble all or part of the Application, the Site, the Services and/or the Content;
not to export the Application and/or the Site, and not to merge them with other computer programs;
not to create derivative works;
to inform RENAULT if he/she becomes aware of any piracy and/or illegal or non-contractual use of the Application and/or the Site and/or its Content;
not to remove any element identifying copyrights, trademarks or any other indication of reserved rights;
not to make any use that is illicit, contrary to morality or public order (such as, but not limited to, any content of a racial, pornographic or sexual nature).
only upload to his personal space items relating to his Vehicle that are not contrary to public morality and order (such as, but not limited to, any content of a racial, pornographic or sexual nature).

In the event of transfer of the Vehicle – obligations of the seller:

In order to protect their personal data and that of the purchaser of their Vehicle, when the User-Manager transfers their Vehicle, they undertake to:

delete their Vehicle from their My Renault account and declare it sold in order to cancel the synchronisation between their Vehicle and their My Renault account,
reset the system in order to erase the data on board his Vehicle prior to the transfer, in accordance with the instructions available in the multimedia system user manual,
inform RENAULT of the sale of the vehicle by contacting the Customer Relations Department, which will be able to guide you through the procedure to follow in the event of the sale of the vehicle,
inform the new owner that the vehicle may collect and display personal data such as the vehicle's position in My Renault, according to the user's choice on the vehicle's screen.

Once desynchronisation has taken place, the User-Manager may, if they wish, contact the Customer Relations Department to check that desynchronisation has taken place.

Furthermore, when the User-Manager sells their Vehicle, they undertake to:

inform the new owner that the remaining period for his connected services can be consulted in their My Renault area (contracts area)

It is recommended for the new owner to:

reset the system to erase any data on board the newly acquired vehicle,
check that the vehicle identification number (VIN or registration number) has been entered in the virtual garage on your My Renault account, and enter it if it is missing,
refer to the FAQs specific to the Digital Key functionality in your My Renault space in order to complete all the steps required to configure the Digital Key functionality.

The User's My Renault account contains personal data. The User must choose a "strong" password. A good password must contain at least 8 characters and at least one lower case, upper case, numerical and special character.

To avoid cascading hacking, the User's Account must have its own unique password. The User must not choose a password that has already been used for another account.

In the event of detection of unusual connection attempts on your account and as a precaution, RENAULT may deactivate the User's password in order to guarantee the security of the customer account. You may reactivate your account by contacting us via our Customer relations team. (0344 335 0000)

The User may change his/her password at any time by accessing the "My Account" section on the Application and/or the Site. The User must immediately inform RENAULT of any loss or unauthorised use of their Account, login and password.

RENAULT undertakes to do its utmost to ensure and secure access, consultation and use of the Application. This is an obligation of means, undertaken in consideration of technical hazards, so that under no circumstances can the Application guarantee continuous use without disruption.

The Application and the Site are accessible at all times, but may be subject to interruption, suspension or modification. Access to the Application and the Site may be interrupted or suspended in the event of force majeure, the occurrence of an event beyond RENAULT's control, possible breakdowns and maintenance operations necessary for their proper operation. The availability of the Application and the Site may also be interrupted in the event of intrusion, piracy, malfunction, breakdowns and constraints linked to the operation of networks or requests from authorized public authorities.

In compliance with all applicable laws and regulations, RENAULT disclaims all liability for the use of the Application and/or the Site and gives no warranty, express or implied, as to the access, speed, performance or quality of the Application and/or the Site or as to the use made by the User of the data and/or information accessible via the Application or the Site, or as to the compatibility of the Services for any particular use.

In particular, RENAULT does not guarantee that the Application, the Site and the Services will be free of errors, defects or omissions, nor that they will not be subject to damage or attacks, in particular viruses, that could lead to malfunctions, service interruptions, breakdowns or losses of data or information. Access to the Application or the Site may be temporarily and periodically suspended for technical reasons, for the resolution of which the technical teams will make every effort as quickly as possible.

Access to and use of the Application and/or the Site are at the User's own risk. The User is responsible for taking all appropriate measures to protect his/her own data and/or software stored on his/her cell phone and tablet against any intrusion or violation.

In any event, RENAULT will be exonerated from all liability:

in the event of non-compliance by the User with these T&Cs;
in the event of malfunction of the Application and/or the Site due to a cause, voluntary or involuntary, attributable to the User or a third party or resulting from a malicious act, malfunction of software, smartphone, tablet PC or any other interface/product belonging to the User;
in the event of malfunction and/or failure of the User's communication network, whatever the cause;
in the event of direct or indirect damage resulting from use of the Application while driving;
in the event of non-compliance with the terms of use specific to applications and/or sites published by third parties, or of any non-performance or partial performance of obligations by third-party publishers.

RENAULT may not be held liable for Content (in particular text, videos, images, photographs, etc.) and/or products and/or services offered by applications and/or sites published by third parties, all of which are the sole responsibility of said third-party publishers.

When using the Site and/or the Application, the User's personal data is processed under the conditions detailed in the personal data protection policy: www.renault.co.uk/data-privacy.html

The Application and their Contents, as well as the Vehicle models, are protected by intellectual property rights and are the property of RENAULT or third parties having authorised RENAULT to use them. Any reproduction, representation, use, adaptation or modification, by any process whatsoever and on any medium whatsoever, of all or part of the Application and/or the Contents and/or the Vehicle models, without having obtained prior authorisation from RENAULT, is strictly prohibited and constitutes an infringement.

The names of the Vehicle models, slogans and, in general, the brands and names notably My Renault present on the Application and the Site are registered trademarks of RENAULT and remain its property. Third-party trademarks on the Application and the Site remain the property of those third parties who have authorised RENAULT to reproduce and use them. Their reproduction, either identically or by imitation, or their use without the prior authorisation of RENAULT or their respective owners is strictly prohibited and constitutes an infringement.

The User may not copy, modify, reproduce, represent, translate in whole or in part, in any form whatsoever, the information and elements appearing on the Application, nor act in such a way as to infringe the intellectual property rights of RENAULT and third parties who have authorised RENAULT to use them.

Generally speaking, the user acquires no property rights of any kind whatsoever over know-how, corporate names, commercial names, trademarks, copyrights, logos, patents and any other intellectual property rights relating to Renault.

These GTCU and all rights and obligations arising from or relating to the use of the Application and/or the Site are subject to English law and shall be interpreted and
applied in accordance therewith.

Any dispute relating to access to and use of the Application must be the subject of an attempt at amicable settlement between the parties before being submitted to the Courts of the jurisdiction of England to which the parties attribute exclusive jurisdiction, notwithstanding the plurality of defendants or claims for compensation from third parties.

No waiver
The fact that one of the parties does not invoke a clause of these GTCU must not be interpreted as a temporary renunciation, or a fortiori a definitive renunciation, of the benefit of the said provision, which will remain in force.

Nullity of a clause
If one or more provisions of these GTCU are declared invalid, void or unwritten by virtue of applicable regulations, amendments or following a final decision by a competent court, the other provisions shall remain in full force and effect.

Force Majeure
RENAULT may not be held liable for any event having the characteristics of force majeure and resulting in malfunction of the Application.

The following are expressly considered to be cases of force majeure, in addition to those usually accepted by applicable national case law: governmental and legal restrictions and modifications, computer breakdowns and telecommunications blockages as well as server breakdowns.

September 2024