Refunds and cancellation

The 14-day cancellation right, and why it ends

Buying online normally gives you 14 days to change your mind. For digital content there is an exception: if you ask for it to be supplied immediately and acknowledge that doing so ends the cancellation right, the right ends once supply begins.

That is what the two confirmations at checkout are. You are asked to say that you want the report produced straight away, and to acknowledge that this means losing the right to cancel. Both are recorded with the exact wording you were shown, and both are repeated back to you in your receipt so there is no argument later about what you agreed to.

If you do not tick them, we do not take the payment. We would rather lose the sale than take money against a consent we cannot evidence.

When we refund without being asked

Losing the cancellation right does not mean losing your consumer rights. Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described, and that is not something a checkbox waives.

• If a register could not be reached, you are not charged for that part of the check. The report says which part was affected rather than showing it as clear.
• If the report was not produced at all, you are refunded in full.
• If we charged you twice for the same thing, we refund the duplicate.

When to ask us

Write to contact@motorfacts.co.uk with your order reference, which is on your receipt. We will look at it and reply within one working day.

• The report did not do what the pricing page said it would.
• A record we reported turns out to have been misread by us. If a register itself was wrong, we will tell you which one and how to have it corrected, because that correction has to happen there.
• You bought the wrong tier by mistake and have not yet opened the paid sections. Tell us promptly and we will sort it out.

What is not refundable

A report that was produced correctly and told you something you did not want to hear has still done its job. Finding out that a car has outstanding finance is the service working, not failing.

Equally, a report that found no adverse marker is not defective because a problem later emerged that no register had recorded. We report what the registers held; where the record did not exist, no check could have found it, and our reports are written to make that limit clear before you buy rather than after.

How refunds are made

Refunds go back the way you paid, through Stripe or PayPal. We issue them within three working days of agreeing one; how quickly it appears after that is up to your bank or PayPal, and is usually a few working days.

If you are thinking of raising a chargeback, please contact us first. We can almost always resolve it faster than your bank can, and a chargeback on a resolved dispute costs us a fee for no reason.

Common questions

Can I get a refund if the car turned out to have a problem?

If the problem was on a register we said we checked and we missed it, yes, and we want to know about it. If it was never recorded anywhere, no check could have found it and the report was not defective. Our reports say what was and was not covered for exactly this reason.

What if the check did not complete?

You are not charged for a part that did not run, and the report says which part it was rather than showing it as clear. If nothing ran, you get a full refund.

Why did I lose the right to cancel?

Because you asked for the report immediately and acknowledged that this ends the right, which is the exception the Consumer Contracts Regulations 2013 provide for digital content. Your receipt repeats the exact wording you agreed to. Your other consumer rights are unaffected.

How do I contact you about an order?

Email contact@motorfacts.co.uk with the order reference from your receipt.