Frequent Asked Questions

Have questions? We're here to help.



Wondle has detected damage that is not there!

Wondle has been tuned to detect minor damage to 90-95% accuracy.  Occasionally, it may mistake dirt or light reflections for damage (just like us humans!).  It is easily solved, and the report can be manually customised from your report page. Just look for the add/delete damage buttons on the report page.

Wondle didn’t work, what do I do?

Wondle is very reliable technology, although there are some circumstances that can stop it working to its full potential. Try this troubleshooting list:

1. Was it Dark/low light?
2. Was the vehicle wet?
3. Did you stand the correct distance from the vehicle (3 to 4 feet for initial images and 10 to 15 inches for damage close ups)
4. Did you have a good wifi connection or could your connection be moving from mobile data to house/office wifi? This interupts the upload.
5. Do you have lots of browser tabs open or did you close the browser before the upload had finished.
6. Were you interrupted while completing the inspection?

These are the most common answers to issues, If the answer was yes to any of these, try again with the issue not present. If that doesn’t work or the answer to these questions is no then please contact us at support@customerservice.wondle.io and we will get right on it.

Will my leasing company charge me for damage that was not detected by Wondle?

If it is damage outside of the acceptable damage stated in your contracts, then yes. Wondle is an assistive technology designed to speed up assessment and give an indication of potential charges so you can make decisions ahead of collection,  it’s highly accurate, but it is not definitive.  Only a physical inspection authorised by your leasing provider is the definitive document for charging purposes.

There is damage on my vehicle that has not been detecetd by Wondle

Wondle is highly accurate, around 90%-95% but occasionally it can miss damage.  This is easy to rectify.  Simply select the add/delete damage function and follow the instructions.  It's quick and easy.

It’s raining, how should I do my inspection?

Just like Human vision, rain can change the way thing look, so its best to wait until the vehicle is dry.  If you are short on time and cannot wait for it to stop raining then our advice would be to find a well lit indoor car park, wipe down the vehicle and try in there. The scan will work fairly well in light rain but could miss very minor damage such as light scratches, especially on boots and bonnets, So it’s better if you can wait for the rain to stop and use natural daylight. 

I want things other than cosmetic damage repairing on my vehicle, what should i do?

No problem, Wondle will still quote for the cosmetic damage but if you need parts or interior work conducted then you will have to wait for a body shop quote. Wondle has access to competitive bodyshop rates and guaranteed workmanship. You can contact us directly on support@wondle.io if you have a specific enquiry.

I cannot take photos after I have launched a scan

It sounds like it could be a compatibility issue with your phone. Most mobile phones from 2018 onwards are compatible   If you need help please send us a note to Support@customerservice.wondle.io and we will get back to you with some options.

I can take photos within Wondle but it wont upload or just hangs

  1. It could be a connectivity/ wifi issue. It is essential that the data connection remains stable through the scan.  If the device switches between the home/office wifi and the mobile network, it can interrupt the connection.  
  2. Likewise, if the network signal is very weak, it may upload very slowly.
  3. If you have taken images not of the vehicle, this may slow or interrupt the process.

On average, results take around 4-7 minutes. If you do not get results within 30 mins, then we would recommend that you rescan or you can  email Support@customerservice.wondle.io and we will get back to you with some options.

Wondle has identified chargeable damage that I think is within acceptable standards.

Wondle looks for all minor damage and indicates a range of possible charges. We also do this for marginal cases where the damage is very close to the charging threshold, only the final physical inspection from your leasing company is the definitive report. However, where there is an instance of borderline damage it’s worth making a more detailed assessment of the damage using measurement and the criteria contained in the BVRLA fair wear and tear guide.  If it is within acceptable standards, your leasing provider will not charge for it, in line with BVRLA guidelines.

How It Works

I'm confused by the damage charge rules on my lease vehicle.

The end of the contract period on a lease car can be a worrying time.  The best advice is to look at the paperwork the leasing company provided during the lease.  Opinions on what should be charged and what should be 'let go' run high, but the only thing that matters is the BVRLA Fair wear and Tear guide and the lease company documentation.  Even if the vehicle has done fewer miles than contracted or returned early, it does not change those rules. Use Wondle to give you an idea of what will be charged, and then consider the options open to you.  Once the vehicle has been collected, you don't have many options.

What sort of damage does Wondle not detect?

Wondle is fine tuned to detect exterior cosmetic and light damage. It cannot see beyond the metal, so sensors and technical equipment that may have been damaged in a minor damage incident cannot be detected. Your in-car operating systems should be capable of delivering any malfunction messaging to you, if you are in doubt please contact your main dealer for advice. Wondle does not detect tyre damage, so please check these manually.

What’s the difference between a repair cost and a penalty charge?

With Wondle there are 2 important financial numbers used. Firstly, the penalty charge, this is Wondle’s estimate of the charges the damage is likely to incur from the leasing company upon final inspection. We use industry data from the top leasing companies to give a range (they all have different approaches so we blend to give an estimated range). The second is the repair charge, this is our estimate of the cost to repair the damage to an acceptable standard. This data is taken from quality, guaranteed repair networks.

Why don’t you automatically price ‘Excessive Damage’?

Excessive Damage is a category of damage which has exceed ‘cosmetic’ or ‘light damage’. This means the repair work would be more suitable for an Accident Repair Body Shop. Due to the complexity of repairing modern vehicles, this requires a skilled technician to perform a full quotation process before providing you with an estimate. This will be done very quickly but not instantly as with our other pricing.

How does Wondle work?

Wondle allows users to take high quality images of their vehicle and any damage to it. These images are then processed through a clever Artificial Intelligence model which identifies damage, this then goes into the Wondle algorithm which calculates the potential lease penalty charges and the alternative repair costs. All this is then provided to you to decide which option is best for you, return and pay any potential penalties, or repair pre-return and potentially save money and worry

How does Wondle estimate Leasing or finance company penalty charges?

Wondle collates industry data from the biggest leasing companies and correlates them with damage detection categories using our unique algorithms. Whilst all leasing companies agree on what is acceptable (Fair wear and Tear), when it comes to unacceptable damage (non-Fair Wear and Tear), they all have different methods and prices for different types of damages so this gets quite complicated! Wondle simplifies this process and gives a narrow range where we think your damage will fall, we have a high degree of confidence it won’t be above or below the range estimate provided.

How did Wondle Pick it’s repair network?

Through our experience of working with fleets, we understand the importance of working with partners who provide quality service and a competitive price. We also understand the importance of working with companies who invest in their people, processes and systems to ensure their services continue to meet and exceed customers ever-evolving expectations. As such, we only work with companies who are able to meet these criteria before we introduce them to our valued customers.

End of Contract Myths. Busted.

Myth buster - common misunderstandings between customers and leasing companies.

‘It’s not damage; it’s fair wear and tear’

This is one of the most common conversations and can often lead to frustration; it is why all reputable leasing companies adhere to the BVRLA fair wear and tear guide. Of course, all vehicles pick up indications of wear during their lease, and the BVRLA guide shows to what level the wear is acceptable before it is considered ‘damage’ or unacceptable levels of wear. It is purposely definitive to remove grey areas, so challenges to wear outside these guidelines are unlikely to be upheld by any lease company. Taking a few minutes to use the Wondle tool will give you a great indication of what is chargeable and allows you to consider costs, as well as alternatives such as repairing before it is returned.

‘The damage was not there when it was collected’

Damage in transit is another regular challenge between leasing customers and their lease company. It is a difficult one to solve either way without strong evidence. The best way is to have great images of the vehicle and its damages. You can get these for free using Wondle; using it even when you have low or no damage is still a smart thing to do for peace of mind and backup if challenges need to be made.

‘The vehicle is under mileage, that should cover damage costs’

Sometimes vehicles get returned under mileage, but unless your contract says differently, most leasing companies will not offset that against damage costs. In these cases, it is important that you inspect your vehicle carefully and explore the options of repairing it before returning to lower costs. In our experience, using an under-mileage argument is unlikely to be successful. It is doubtful that a few thousand miles would affect a vehicle's value significantly; and there are so many other things that affect the value of a vehicle such as plate changes, mechanical condition, and compliance with local emission laws (Like ULEZ), it would be hard to say the mileage compensated for the damage. You can use Wondle, for free to inspect the vehicle and find out your best options.

‘The used vehicle market is booming, that should cover any damage’

This argument is a little more technical.  Whilst it is true the value of second cars and vans has risen considerably over the last few years, the leasing companies are in the risk business, precisely so you don't have to be.  Come rain or shine, you are not affected by the actual price the leasing company receives for the vehicle at auction.  This is great news when they are taking losses as you are protected, but that means you cannot rely on it when the market turns in their favour. They need to make money in these times in order to balance out the tough times.  This is the nature of leasing, other, riskier products are in the market if you wish to use them instead. Because of all these facts, this argument will likely not be supported by the leasing company.

Your Account

What does Wondle cost?

Wondle is priced to ensure you get great value. It delivers real peace of mind and gives you the power of choice over your damaged vehicle for just £29.99. If you are not happy, for any reason, then we will give you a full refund (T&C’s apply)

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