Refund Policy
How Car Facts UK handles refund requests for digital vehicle reports, comparison reports, bundle credits, duplicate charges and technical failures.
At a glance
The key refund points at a glance
A quick guide to the main refund rules. The numbered policy below contains the complete conditions.
Digital reports
Digital reports are generated and supplied using the vehicle data available at the time of the search.
Technical failures
A refund may be considered if you were charged but the paid product could not be provided or an access problem could not be resolved.
Duplicate charges
Confirmed duplicate charges may be refunded or resolved with an account credit.
Wrong registration
If the report was generated for the registration you entered, a refund will usually not be available simply because the VRM was wrong.
In this policyJump to a section
Policy scope
This Refund Policy explains when refunds may or may not be available for purchases made through Car Facts UK.
Car Facts UK provides instant digital vehicle history reports, comparison reports, and report bundles. Because our reports are generated and made available immediately after payment, different refund rules apply compared with physical goods.
Section 01
Digital report delivery
When you purchase a report from Car Facts UK, you are buying digital content that is generated using vehicle data available at the time of the search.
Before payment, we ask you to expressly agree that Car Facts UK may begin supplying your digital report immediately, before the end of the 14-day cancellation period, and to acknowledge that once supply begins you will lose your right to cancel the digital-content contract.
Once a report has been generated, delivered, opened, or made available to you, we will usually be unable to offer a refund simply because you have changed your mind, no longer need the report, entered the wrong vehicle registration, or decided not to proceed with a vehicle purchase.
This does not affect your statutory rights.
Section 02
When refunds may be considered
We may consider a refund where:
- You were charged but no report, bundle credit, or comparison report was provided.
- A technical fault on our side prevented access to the report and we were unable to resolve it.
- You were charged twice for the same product due to a payment or system error.
- You purchased a report but our system could not generate the paid report data after payment.
- The product supplied was materially different from the product purchased.
- We are legally required to provide a refund.
Section 03
When refunds will usually not be given
We will usually not provide a refund where:
- The report has already been generated or accessed.
- The vehicle has issues shown in the report and you are unhappy with the result.
- You changed your mind after viewing the report.
- You entered the wrong registration number.
- You bought a report for a vehicle you later decided not to buy.
- Public or third-party records later change after the report was generated.
- Data is unavailable from a third-party provider for reasons outside our control, provided the report was generated using the data available to us at the time.
- You failed to create or sign in to an account to use remaining bundle credits, where instructions were provided.
Section 04
Report bundles and unused credits
For report bundles, your first report is generated immediately after payment. Any remaining bundle credits are saved to your account or can be claimed by creating or signing in to an account using the same email address used at checkout.
Once the first report in a bundle has been generated or accessed, the bundle will usually be treated as partly supplied digital content.
Unused bundle credits may not normally be refunded simply because you changed your mind. However, we may review refund requests where there has been a technical issue that prevents you from using your remaining credits and we are unable to fix it.
Section 05
Comparison reports
Comparison reports are generated for two registration numbers and are supplied as digital content immediately after payment.
Refunds will usually not be available once the comparison report has been generated or accessed, unless there is a technical fault or legal reason requiring a refund.
Section 06
Duplicate purchases
If you accidentally purchase the same report more than once, contact us with your payment details and report reference.
Where our records confirm a duplicate charge for the same vehicle/report and no additional value was supplied, we may issue a refund for the duplicate payment or offer an account credit.
Section 07
Incorrect registration numbers
Please check the vehicle registration carefully before payment.
If you enter the wrong registration number and the report is generated for that registration, we will usually be unable to refund the purchase, because the digital report has already been supplied.
Section 08
Data accuracy and third-party data
Car Facts UK uses information from third-party vehicle data providers and public vehicle records. We aim to provide accurate and useful reports, but vehicle data can depend on the accuracy, timing, and availability of third-party records.
A refund will not usually be given because a report contains negative information about a vehicle, or because a third-party record changes after the report is generated.
If you believe a report contains a technical error or data issue, contact us and we will review it.
Section 09
How to request a refund
To request a refund review, contact us at support@carfactsuk.co.uk.
Please include:
- Your full name
- The email address used at checkout
- The vehicle registration number
- Your payment/session reference if available
- A short explanation of the issue
We may ask for additional information to help us investigate.
Section 10
Refund processing time
If a refund is approved, we will process it back to the original payment method where possible.
Refunds may take several working days to appear depending on your bank, card provider, or payment processor.
Section 11
Statutory rights
Nothing in this Refund Policy affects your statutory rights under applicable consumer law.
Related legal information
Read the policies that sit alongside this Refund Policy
Last updated: 8 September 2026. We may update this Refund Policy when our products, payment journey, refund handling, support processes or applicable legal requirements materially change.