Last updated: 4 October 2026
We want you to be happy with every check you buy. This policy explains when you can get a refund and how to ask for one. It forms part of our Terms & Conditions.
Our reports are digital content
Your report is produced and delivered straight away. When you buy, you agree to immediate supply and acknowledge that you lose the usual 14-day right to cancel once the report has been delivered. This means we can’t offer refunds simply because you’ve changed your mind after receiving your report.
Your legal rights are not affected. If a report is faulty or not as described, you are entitled to a remedy.
When we will refund you
We will give you a full refund if:
- You were charged but didn’t receive a report, and we can’t deliver it to you within a reasonable time.
- You were charged more than once for the same check by mistake.
- A technical fault on our side meant the report was incomplete or couldn’t be produced, and we can’t fix it within a reasonable time.
- The report is materially faulty or not as described, for example it is for a different vehicle from the registration you entered, through no fault of yours.
Where it makes sense, we may first offer to fix the problem or provide a corrected report at no extra cost.
When we can’t refund you
- You changed your mind after the report was delivered.
- You decided not to buy the vehicle, whatever the report showed.
- The report showed a problem with the vehicle, such as outstanding finance or a write-off. That is the report doing its job.
- You entered the wrong registration number. Please contact us anyway, as we may be able to help.
Inaccurate data and the Data Guarantee
If you bought an Ultimate check and believe its information was wrong and caused you financial loss, you may be able to claim under our Data Guarantee, which is separate from this refund policy.
How to ask for a refund
Email [email protected] or call 0333 344 8266 within 30 days of your purchase. Please include:
- the registration number you checked
- the email address you used when ordering
- the date of purchase
- a short explanation of the problem
How refunds are paid
We’ll reply within two working days. If we agree a refund, we’ll make it to your original payment method within 14 days of agreeing it. Your bank or card provider may take a few more days to show it on your account.
Not happy with our decision?
If you disagree with our decision, you can make a complaint using our complaints process.
