Refund Policy

This policy forms part of our Terms of Service and applies in addition to, never instead of, your statutory rights (see Section 10 below). It covers every product we sell: the Service History Check (£12.99), Vehicle History Check (£9.99), Full Vehicle Check (£17.99), Digital Service Book slots (£4.99, trade £1.99) and trade accounts.

1. Automatic Refunds (You Don't Need to Ask)

We refund the full amount automatically, without you needing to contact us, when we cannot produce what you paid for:

• Vehicle not found: we cannot locate your VIN in manufacturer databases, or cannot resolve your registration to a vehicle. Typical causes: entry error, a vehicle imported from outside Europe, or a VIN not registered in manufacturer systems.
• Unsupported vehicle: manufactured before 2012, a brand outside our 39 supported brands, commercial vehicles, motorcycles or specialist vehicles.
• Database or supplier unavailable: a manufacturer database, Experian or another supplier cannot be reached due to outages, maintenance or connectivity problems.
• Technical failure on our side: a fault in our systems prevented your report from being generated or delivered.

In these cases the refund is issued to your original payment method and we email you to confirm. If you believe one of these applies and you have not received a refund, contact us (Section 9).

2. Service History Check (Retail)

We generate a Service History Check report whenever your vehicle can be matched, even when the manufacturer holds zero dealership service records for it. By completing your purchase, you acknowledge that service history records may not be available for all vehicles, and that reports showing zero service records are not eligible for refunds.

Why zero records may occur: the vehicle may have been serviced only at independent garages, the owner performed DIY maintenance, or no digital service records exist for the vehicle. Even with zero main dealer service records, your report includes valuable MOT history, mileage records, and vehicle details. The absence of main dealer records is itself useful information when buying a used vehicle.

No refund is available where:

• Your report was generated successfully, whether it shows many records, few records or zero records. At checkout, you acknowledged that this check may return no service history from the main manufacturer.
• User error: you entered the wrong VIN or registration and we generated a report for the identifier you submitted. Prevention tip: VINs are 17 characters and never contain the letters I, O, or Q.
• Change of mind: once you have accessed your report, it cannot be "returned". See also your cancellation rights and the immediate-supply acknowledgement in Terms Section 6.
• Misunderstanding of scope: this check covers manufacturer dealership records and MOT history. Outstanding finance, write-off and stolen-marker data are part of the separate Vehicle History Check; independent garage records and valuations are not included in any check.
• Technical issues on your end: spam filters, connectivity or a lost report URL. Contact us and we will happily resend your report link or help troubleshoot.

3. Vehicle History Check

The Vehicle History Check incurs a per-check cost payable by us to Experian as soon as data is returned. Because of this, refunds for the Vehicle History Check are not provided once a report has been successfully generated and delivered, including where the report shows no adverse markers, or where you are dissatisfied with the contents.

You are eligible for a full refund of the Vehicle History Check where:

• No data retrieved: Experian and our other providers were unable to return any data for the registration you provided.
• Technical failure: a fault on our end prevented your report from being generated or delivered.
• Duplicate charge: you were charged more than once for the same report due to a system error.
• Incorrect registration processed by us: we processed a registration different from the one you submitted at checkout.

Refunds are not provided where the registration was entered incorrectly by you and we generated a report for the registration you submitted, where you change your mind after viewing the report, or where you are dissatisfied with information sourced from third-party databases (see Terms Section 4.5).

4. Full Vehicle Check

The Full Vehicle Check bundles the Service History Check and the Vehicle History Check. Each component is treated under the rules for its respective product (Sections 2 and 3), so a partial refund of one component is possible while the other stands.

5. Digital Service Book Slots

Extra Digital Service Book slots (£4.99 retail, £1.99 trade) are one-off purchases that raise your book allowance immediately. Slot purchases are not refundable once the slot is in use. If a slot order is refunded in full for any reason, the slot is revoked.

6. Trade Accounts

• Zero-record auto-refund: when a standalone trade Service History Check (£3.99) returns zero manufacturer service records, the amount you paid is refunded automatically and in full. The report is still delivered with MOT history and vehicle details, and no action is needed on your side. This applies only to standalone Service History Checks, not to Full Vehicle Check bundles or any other product.
• Other trade purchases follow the same product rules as Sections 2 to 5, except that the retail zero-record position in Section 2 is replaced by the auto-refund above for standalone checks.

Trade accounts are business purchases; consumer cancellation rights do not apply (see Terms Section 12).

7. Free Checks and Review Rewards

No payment is taken for the Free Car Check, our free tools, or a report generated by redeeming a review reward, so there is nothing to refund. Review rewards have no cash value.

8. Duplicate Purchases

If you accidentally purchase the same product for the same vehicle more than once within a short timeframe, we will refund the duplicate order(s) while you keep access to one report. This applies to every product.

9. How to Request a Refund

Step 1: Contact Us

Submit a refund request through our contact form with:

• Subject: Refund Request
• VIN or Registration: The identifier you purchased a report for
• Email: The email address used for your order
• Reason: Brief explanation (e.g., "report never arrived")

Step 2: We Review Your Request

Our team will review your refund request within 24-48 hours (typically much faster). We will verify your purchase, check the report status and contents, determine eligibility based on this policy, and email you our decision with an explanation.

Step 3: Refund Processing

• Refunds are processed via Stripe to your original payment method
• You'll receive a confirmation email
• Refunds appear on your card statement within 5-10 business days (bank-dependent)

Time Limit

Refund requests for any product must be made within 30 days of purchase. After 30 days, we cannot guarantee refund availability, though we'll consider requests on a case-by-case basis. Automatic refunds (Section 1) are not affected by this window.

10. Your Statutory Rights

Nothing in this policy limits your rights as a consumer, including the remedies for faulty digital content under the Consumer Rights Act 2015 (see Terms Section 8) and the cancellation information in Terms Section 6.

11. Fair Use

We may decline refund requests that show signs of fraud or abuse, for example repeated purchase-and-refund patterns across accounts or claims that contradict our delivery records.

Questions About Refunds?

If you're unsure whether your situation qualifies, please contact us before requesting a formal refund. We're here to help and will work with you to find a fair solution.