Vehicle Report UK

Refunds

Draft wording, not yet in force. This page is a starting point for the operator and their legal adviser. It has not been reviewed, it does not yet state the terms of any contract, and no orders can be placed while it stands unconfirmed.

A report is a digital service prepared to order. This page says when we refund you.

We refund you in full if

  • we do not deliver your report within the time promised, [delivery time to be confirmed];
  • we cannot produce a useful report for the registration you gave us, for example because no usable record exists for that vehicle;
  • you tell us the registration was wrong before we have started work on it;
  • we charged you twice for the same order.

We do not wait to be asked in the first two cases: if we cannot deliver, we contact you and refund you.

Cancelling an order

Email [support address to be confirmed] with your order number. If research has not yet begun we cancel and refund you in full.

Once a report has been researched and delivered, the work has been done and cannot be returned; the right to cancel a digital service has limits in that situation. If you are unhappy with a delivered report, tell us what is wrong with it and we will look at it ourselves.

What a refund is not for

A report that honestly reports a check as unavailable has done its job, and a report telling you something you did not want to hear about a vehicle is not a faulty report. What we owe you is accurate research and a clear account of its limits.

How refunds are paid

To the payment method you used, through our payment provider. Your bank sets how long it then takes to appear.

For the operator: the cancellation wording above must be settled by a UK legal adviser against the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including whether you ask the customer to agree to immediate performance and acknowledge the loss of the 14-day right, and what you must tell them before they order. Do not publish this page until that is decided; the paragraph on cancelling deliberately states no fixed period.