Refund Policy

This policy forms part of our Terms of Service and applies in addition to, never instead of, your rights under the Australian Consumer Law (see Section 8). It covers what we sell: the Service History Check ($24.99 per VIN) and extra Digital Service Book slots ($4.99 each).

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 matched: the manufacturer's system cannot locate your VIN. We check the make before payment, and the model year where the VIN carries it, so an unsupported vehicle is normally blocked before you pay; if one gets through and can't be located, it is refunded the same way. A car built before 2012 can occasionally read as a newer model, because the year letter in a VIN repeats every 30 years: if that happens, tell us and we will refund it.
• Manufacturer system or supplier unavailable: the manufacturer's system or our data provider cannot be reached because of an outage, maintenance or a connectivity problem.
• 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 6).

2. Reports With No Service Records

We generate a Service History Check report whenever your VIN can be matched, even when the manufacturer holds no service records for it. At checkout you confirm that you understand the check may return no service history. If the manufacturer holds no records, the report will say so and the $24.99 is not refunded.

Why zero records may occur: the vehicle may have been serviced at independent workshops, the owner may have done their own servicing, or the manufacturer may never have digitised the records. For brands that share dealer workshop remarks rather than a full service list, routine services are not listed on their own. The coverage for each brand is shown before you pay, and a dated zero-record result is itself useful information about the vehicle.

Subject to Section 8, we do not refund where:

• Your report was generated successfully, whether it shows many records, few records or none. At checkout you acknowledged that the manufacturer may hold no records for the VIN.
• Wrong VIN: you entered a different VIN and we generated a report for the VIN you submitted. We show you the make before payment so you can check it. 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. Reports are digital content delivered immediately after payment.
• Misunderstanding of scope: this check covers the service records the manufacturer holds for the VIN. Money owing on a vehicle and its written-off or stolen status are the subject of a PPSR check, which is a different product that we do not sell. Records held only by independent workshops, and valuations, are not included.
• Technical issues on your end: spam filters, connectivity or a lost report link. Contact us and we will resend your report link or help you troubleshoot.

3. Digital Service Book Slots

Extra Digital Service Book slots ($4.99 each) are one-off purchases that raise your book allowance immediately. Subject to Section 8, a slot purchase is not refundable once the slot is in use. If a slot order is refunded in full for any reason, the slot is removed; the book made with it and its uploads are kept.

4. Duplicate Purchases

If you accidentally purchase a report for the same VIN more than once within a short period, we will refund the duplicate order(s) while you keep access to one report.

5. Chargebacks

If you have a problem with an order, please contact us before disputing the charge with your card issuer; most problems are quicker to fix directly. Where a charge is disputed for a report that was delivered, we provide the card issuer with the checkout acknowledgment, the delivery records and the report link.

6. How to Request a Refund

Step 1: Contact Us

Submit a refund request through our contact form with:

• Subject: Refund Request
• VIN: the VIN you purchased a report for
• Email: the email address used for your order
• Reason: a brief explanation (for example, "charged twice")

Step 2: We Review Your Request

We review refund requests within 24 to 48 hours (typically much faster). We verify the purchase, check the report status and contents, decide eligibility under this policy and the Australian Consumer Law, and email you our decision with an explanation.

Step 3: Refund Processing

• Refunds are processed through Stripe to your original payment method
• You receive a confirmation email
• Refunds appear on your card statement within 5 to 10 business days, depending on your bank

Time Limit

Requests for the refunds we offer under this policy should be made within 30 days of purchase. After 30 days we consider them case by case. Automatic refunds (Section 1) and your rights under the Australian Consumer Law (Section 8) are not affected by this window.

7. 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.

8. Your Rights Under the Australian Consumer Law

Our services come with guarantees under the Australian Consumer Law that cannot be excluded, including that they are provided with due care and skill and are fit for the purpose we describe. Nothing in this policy excludes, restricts or modifies those guarantees or any other right you have under that law. If our service fails to meet a consumer guarantee, you are entitled to the remedies the law provides, which can include a refund.

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.