HeyDealer launches 'Zero Assured Purchase Policy' with expanded compensation for diagnosis errors

Used-car platform HeyDealer announced Tuesday it will roll out a new "Zero Assured Purchase Policy" to mark the fifth anniversary of its Zero service, significantly expanding compensation for diagnosis errors and strengthening transaction safeguards.

HeyDealer introduced the policy on June 1, incorporating feedback from its member dealers. The initiative focuses on improving diagnostic accuracy, broadening compensation for diagnosis errors, and creating a safer trading environment for both member dealers and vehicle-selling customers.

HeyDealer Zero is a used-car purchase service in which certified appraisers inspect vehicles directly before putting them up for auction. Since its launch in 2021, the service has grown by minimizing face-to-face contact with dealers and currently holds a customer satisfaction rate of approximately 94 percent.

To mark the fifth anniversary, HeyDealer conducted four rounds of feedback collection from member dealers, receiving a total of 8,871 responses. Some 91 percent of respondents said they intended to use the service again. Member dealers identified improved diagnostic accuracy and expanded compensation for diagnosis errors as the top priorities for improvement.

In response, HeyDealer introduced a new compensation scheme for cases where a vehicle's accident status is reclassified. If a vehicle initially assessed as accident-free is later reclassified as having been in an accident, the company will pay compensation for each newly identified damaged area as well as an additional amount proportional to the vehicle's price.

Repair cost coverage has also been expanded. For repairs related to powertrain components and oil leaks, HeyDealer will fully reimburse actual repair costs based on itemized service records. The company will also strengthen its verification system to prevent supply chain abuse.

HeyDealer has also broadened its liability for risks that may arise during transactions. If a member dealer suffers losses due to an unresolved vehicle lien or third-party used-car fraud, HeyDealer will take over the vehicle and assume responsibility for any related legal disputes.

The compensation process has been streamlined as well. Diagnosis error claims will in principle be processed within 10 business days, and a dedicated "Zero Diagnosis Error Review Center" will handle appeals from dealers who contest a decision.

Protections for vehicle-selling customers have been strengthened too. HeyDealer will bear full responsibility if a traffic accident or driver negligence occurs during vehicle transport, and will advance payment to sellers if the purchasing dealer delays transferring funds.

In addition, HeyDealer has applied AI masking technology that automatically obscures personal information in vehicle photos — including faces, phone numbers, and home addresses visible on navigation screens.

"We will continue to expand the scope of platform accountability by actively reflecting the feedback of member dealers and customers," a HeyDealer official said, adding that the company will take strict action against fraudulent attempts to claim unwarranted compensation.

Meanwhile, HeyDealer has been taking active steps to build customer trust. In March, the company signed an MOU with Hankook Tire & Technology to enhance used-car tire supply and product quality.