How we handle discrepancies
Your car is professionally inspected once it arrives at our partner dealership or mechanic in Denmark. Because the whole process runs on the details you provide at submission, accuracy up front is what keeps it fast and fair for both sides — and your offer intact. When an issue is found, we have three ways of resolving it, and we always talk it through with you first:
Revised offerWe issue a new offer reflecting the car's actual condition or value. The seller can accept or decline.
Repayment requestIf costs have already been incurred (such as repair costs for undisclosed damages), we may ask the seller to cover these.
CancellationIn cases of serious misrepresentation or security concerns, we reserve the right to cancel the contract entirely. The pickup will not proceed and no payment will be made to the seller.
If the seller has already signed and then withdraws, a penalty of €2,000 applies, which is stated at the top of the contract.
Repayment request
1. Unstated damages
All damages must be disclosed and photographed before submitting your car. If our partners in Denmark or a mechanic identify damages on arrival that were not declared, those will be professionally evaluated and the seller will be asked to cover the repair costs based on the mechanic’s assessment.
Cancellation due to damages alone is uncommon — our first step is always a repayment request. However, if the seller then withdraws from the signed contract, the standard €2,000 penalty applies.
→ How to photograph damages correctly
Revised offer or cancellation
2. Incorrect model or version
The offer we make is specific to the exact model and version of your car. If the car does not match what was stated at submission — for example, a Tesla Model 3 or Model Y listed as Long Range AWD that turns out to be a Standard Range — the basis of the offer no longer applies.
We reserve the right to cancel the contract or issue a revised offer reflecting the actual version of the car.
Revised offer or cancellation
3. Incorrect mileage
Mileage is one of the most significant factors in your offer. If the odometer reading recorded when the car is inspected in Denmark differs materially from what was stated at submission, we reserve the right to cancel the contract or adjust the offer accordingly.
Please ensure the mileage estimate entered at submission is as accurate and up to date as possible.
Revised offer
4. Service history not valid — warranty void in Denmark
For cars being sold into the Danish market, a complete and valid service history is required to maintain the manufacturer's warranty. If the service has not been carried out according to the brand's required intervals, the warranty may be void — which directly affects the car's value.
In such cases, we reserve the right to issue a revised offer reflecting the value of the car without a valid warranty.
→ Check service requirements by brand
Cancellation
5. Security or identity inconsistency
We are required to verify that the seller is the legitimate owner of the vehicle. If there are inconsistencies between the identity documents provided and the registration details of the car, or if we have reason to believe ownership is in dispute, we reserve the right to cancel the contract immediately and report the matter to the relevant authorities if necessary.
In this case, the pickup will not proceed and no payment will be made to the seller.
The standard contract withdrawal penalty — €2,000
If a seller withdraws from a signed contract, a penalty of €2,000 applies to cover the operational costs associated with the sale. This is outlined clearly in the contract both parties sign before pickup.
This penalty is separate from any repayment requests related to undisclosed damages, or revised offers related to service history or mileage discrepancies.
Questions before pickup?
If you're unsure about any aspect of your submission, reach out to us before the pickup date at customerservice@ev-remarketing.com. It's always better to clarify early.
Trust, both ways
- Our side — we pay before pickup, communicate openly, and only revise or cancel when the facts genuinely change
- Your side — accurate photos, mileage and damage disclosure at submission keep your offer and timeline intact
- Cancellation is a genuine last resort, reserved for serious misrepresentation or security concerns
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