This policy applies only to digital vehicle history reports purchased through our website.
Our Commitment to Fair Trading & Customer Satisfaction
We aim to deal with every customer in the UK fairly and with respect. Because our reports are digital and the data is pulled instantly, we cannot always offer refunds, but we will review genuine issues and put things right in a clear and transparent way. If you need help, please
contact us, and we will look into it as quickly as we can. For more details on our commitment to user rights, please refer to our
Privacy Policy.
How We Support UK Car Buyers
We want to help UK car buyers avoid scams and make safer choices before they buy. Our refund policy is there to make sure you get the report you paid for and that you can access it without issues. If something goes wrong, we will review it fairly under our
Terms and Conditions. Additionally, if you're interested in learning more about our processes, check out our Case Studies, where you can see how our reports have helped previous customers.
Understanding Digital Goods & The Consumer Rights Act 2015
When you buy a vehicle report from us, it is treated as digital content, and it is supplied straight away when you click generate report. Under UK rules for digital downloads, the usual 14-day cooling-off period does not apply once the report has been accessed or the download starts, because you agree to instant delivery and you accept that the right to cancel is lost at that point.
This does not affect your rights if the report is faulty or you cannot access it properly. If there is a real problem with the service, we will review it fairly and put things right.
Eligibility: Situations Where We Issue Refunds
We will issue a refund where there is a clear service problem, and you did not receive the digital report you paid for, or you could not use it properly. Below are the situations where refunds may apply.
Technical Failures & Non-Delivery of Reports
If our site crashes or a technical error happens and your payment goes through, but no report is generated or sent to you, you may be entitled to a refund or a replacement report, depending on the circumstances. We may first try to deliver the report again, but if we cannot provide it within a reasonable time, we will refund you in full.
Duplicate Payments & Billing Errors
If you are charged twice for the same registration check, we will refund the extra payment as soon as we confirm it. Just send us your order details and the payment reference, and we will check it straight away. Once confirmed, we will return the duplicate charge to your original payment method.
Verified Service Inaccuracies (System Errors)
If our system generates the wrong report for your vehicle because of an internal bug, we will refund the purchase once we confirm the error. This does not cover routine delays or updates from third-party data sources, where information can change after your report is produced. If you think something looks wrong, contact us with your order details, and we will investigate.
Non-Refundable Circumstances (Exclusions)
Because digital vehicle reports are generated instantly and data costs are incurred as soon as the report is created, we cannot offer refunds in the situations below.
Change of Mind After Report Generation
Once you click generate report and the report is produced or accessed, it is treated as supplied digital content. This means the usual 14-day cancellation right does not apply, so we cannot refund a purchase just because you changed your mind, did not like the results, or decided not to go ahead with the car.
User Input Errors (Incorrect Registration Numbers)
If you enter the wrong registration number, we may generate a report for a different vehicle. If the report matches the registration number you submitted and it is delivered correctly, we cannot offer a refund, even if the number was mistyped, such as mixing up an O and a 0. In these cases, the system worked as instructed, and the report was supplied as ordered.
Data Discrepancies from Third-Party Sources (DVLA, Police, Insurers)
Our reports show the information we receive from third-party sources such as the DVLA, Experian, the police, and insurers at the time you run the check. If an official record is wrong or out of date, the only way to fix it is to contact that organisation directly and ask them to update it. We cannot update their records, and we are not responsible for mistakes made in their data.
Data Accuracy & Third-Party Limitations
We show the data exactly as it appears in official databases at the time you run your check.
Our Role as a Data Aggregator
We bring together information from sources such as the DVLA, Experian, the Police National Computer, MIAFTR, and finance houses. We combine this data into one report, but we do not create it, and we cannot change it.
Because the information comes from these third parties, we cannot be held financially liable for the content of their records. If something looks wrong, we can help you check what happened and point you to the right organisation to correct it.
Handling Disputes Regarding Finance, Mileage, or Write-Off Status
If you think the finance, mileage, or write-off details are wrong, message our support team, and we will look into it with our data partners. We may not be able to refund straight away, but we will guide you through the checks and keep you updated.
- Contact us with your order number, the registration you checked, and a screenshot of the part that looks wrong.
- For finance, send any proof you have, such as a settlement letter, a lender email confirming closure, or an invoice indicating the agreement has ended.
- Send dated documents with mileage information, such as MOT entries, service history invoices, or garage receipts.
- For write-off status, send insurer paperwork if you have it, such as a settlement letter, an engineer's report, or written confirmation of the correct status.
We will raise the issue with the relevant data source and come back to you once we have a confirmed answer.
Why Some Data May Differ from Real-Time Events (Lag Periods)
A real-world event may not appear in official databases right away. For example, if a vehicle is written off today, the insurer or police may require several days to update MIAFTR, so your report may not reflect the change right away.
This is known as data lag, and it affects all vehicle inspection services that use the same sources. We display the information available in the databases at the time you run your check, and we have no control over how quickly third-party organisations update their records.
How to Request a Refund
Required Information (Order Number & Proof of Purchase)
Please include the details below in your email so we can find your order quickly and review your request.
- Full name
- Order reference number
- Registration plate checked
- A brief description of the issue
Submitting Evidence for Data Disputes
If you think you have been charged twice, please add a screenshot of your bank statement showing both charges, even if they are still pending. It helps if we can see the date, the amount, and any payment reference on the same screen. This lets us confirm the duplicate payment quickly and sort it out sooner.
Contacting Our UK Support Team
Our UK-based support team aims to respond to all refund requests within 24 to 48 hours. You can email us at
contact@mycarregcheck.co.uk.
Processing Timeframes & Methods
Once we confirm your refund is approved, we will process it as quickly as we can using your original payment method.
Review & Approval Timeline (Up to 5 Business Days)
If we approve your refund, our billing team will process it within up to five business days. We will email you once it has been sent back to your original payment method. After that, your bank or card provider may take a little longer to show the refund in your account.
Refund Execution to Original Payment Methods
Refunds can only be sent back to the original debit or credit card or the same PayPal account used to place the order. This is for security checks and anti-money laundering rules, so we cannot refund to a different card, bank account, or PayPal account. Refunds usually appear on your bank statement within 5 to 10 days after they are processed.
No Hidden Fees or 'Restocking' Charges
If your refund is approved, you will receive 100 per cent of the amount you paid. We do not take any deductions, and we do not charge restocking or admin fees.
Legal Compliance & Business Transparency
This policy is written in accordance with UK consumer law, which includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We also adhere to the Competition and Markets Authority guidance on clear, fair, and transparent terms for customers.
Modifications to This Policy
We may update this policy from time to time to reflect changes in our service, our processes, or the law. When we make updates, the last updated date at the top of this page will be changed so you can see when the policy was most recently revised.
Governance & UK Jurisdiction
Any dispute or claim linked to this refund policy will be governed by the laws of England and Wales. This policy is governed by the laws of England and Wales. Consumers resident in Scotland or Northern Ireland may also bring proceedings in their local courts.
Our Registered Office
Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP
