CarVeto Refund Policy

1. When a Remedy or Refund May Be Available

Contact us if:

• You paid for a report but CarVeto did not supply it
• A technical problem prevents you from accessing the report and we cannot restore access within a reasonable time
• The report is materially incomplete when compared with the product description that applied to your order
• The report contains a material inaccuracy or omission that means it is materially not as described or otherwise requires a remedy under the contract or applicable law
• CarVeto took a duplicate payment for the same intended order
• CarVeto cancelled your paid order before supplying it
• A statutory cancellation right still applies to an unperformed service element or unused consumer bundle

The appropriate remedy depends on the circumstances.

We may restore access, correct the report, repeat an affected check, provide a replacement, apply an appropriate price reduction or issue a refund.

We will provide the remedy required by law.

Digital content supplied to consumers must be of satisfactory quality, fit for any particular purpose made known to and accepted by CarVeto, and as described.

Any service element must be performed with reasonable care and skill.

2. Vehicle Data, Missing Records and Material Errors

A CarVeto report is a dated snapshot of records available for the vehicle registration mark, vehicle identification number (VIN) and other information supplied or matched when the check is run.

Vehicle records can be added, corrected or updated after a report has been produced.

CarVeto reports combine multiple vehicle-data categories.

Some categories are vehicle-dependent and may return no record, a partial record, an estimated value, a not-applicable result or an unavailable result.

This does not automatically mean the report is defective.

A minor discrepancy, formatting issue, temporary link problem or absence of one non-material, vehicle-dependent dataset will not normally justify a full refund where the report as a whole remains substantially as described.

This does not limit your rights where a core paid feature is materially missing or incorrect.

The fact that a source record was added or changed after the report date does not by itself establish that the report was defective when supplied.

If you believe material information that existed at the report date was omitted, provide the relevant evidence and we will investigate.

3. When a Refund Is Not Normally Due

Subject to your statutory rights, a refund will not normally be due solely because:

• You changed your mind after supply of the digital report began following the required consent and acknowledgement
• You entered an incorrect registration number, VIN, mileage, email address or other order information and the report was generated using the details you supplied
• The report contains adverse vehicle history or causes you to reconsider a purchase
• The seller disputes information shown in the report
• A vehicle has no available record within a vehicle-dependent data category
• A sample report or marketing example contained a field that does not exist for the vehicle you checked
• Information changed after the dated report was supplied
• You did not download or retain the report during the access period stated in the Terms

A free vehicle check has no purchase price to refund.

This policy does, however, apply to paid upgrades and paid reports purchased after running a free check.

4. Change-of-Mind Cancellations

CarVeto reports are digital content and are generally supplied immediately or shortly after an order is placed.

At checkout, you request supply without waiting for the usual 14-day cancellation period and acknowledge the cancellation consequences explained in the Terms.

Where supply of digital content begins after the legally required consent and acknowledgement have been given, the statutory right to cancel that digital-content order is lost.

This does not affect your rights if the report is faulty, materially not as described or otherwise does not comply with the contract.

If supply has not begun, or you believe a statutory cancellation right still applies, contact us promptly.

Different cancellation rules may apply to an unperformed service element or unused credits in a consumer multi-check bundle.

These are explained in sections 7 and 8 of the Terms and Conditions.

5. How to Report a Problem or Request a Refund

Email [email protected] and provide:

• Your CarVeto order reference
• The vehicle registration number
• The report or upgrade purchased
• A clear description of the problem
• Any relevant screenshots, documents or supporting evidence
• The remedy you are requesting

Please contact us as soon as reasonably possible after discovering the issue.

Prompt notification can help us preserve relevant records and investigate, but it does not replace or shorten any statutory time limit that applies to your claim.

Do not send full payment-card details by email or through a contact form.

6. How We Review Requests

We may review the order, transaction, report output, product description and available source records.

We may also ask for information reasonably needed to confirm the issue or your authority to make the request.

We will consider:

• What CarVeto agreed to supply
• Whether the affected information was a core paid feature
• Whether the report was materially inaccurate or incomplete when supplied
• Whether the problem can be corrected within a reasonable time and without significant inconvenience
• The benefit already received from the report
• The remedy required by applicable consumer law

We will explain the outcome of our review.

Refusing a request that does not qualify for a refund does not affect any statutory right or remedy you may have.

7. Refund Method and Timing

Where you validly exercise a statutory cancellation right and a refund is due, CarVeto will return it without undue delay and no later than 14 days after the day on which you informed us of the cancellation.

For other remedies, we will provide any refund without undue delay and no later than 14 days after agreeing that you are entitled to it.

We will normally use the same payment method used for the original transaction unless you expressly agree to another method.

The time taken for the funds to appear after processing may depend on Braintree, PayPal, Stripe, Monzo, your card issuer or your bank.

8. Unrecognised or Unauthorised Payments

If you do not recognise a CarVeto payment, contact us immediately with the transaction date, amount and any available reference.

Do not send full card or account details.

You should also contact your bank, card issuer or payment provider promptly.

They may need to investigate the transaction under their own procedures.

CarVeto may suspend access to the associated order while an unauthorised-payment report is investigated.

9. Finance Data Guarantee Claims

A request under the CarVeto Finance Data Guarantee is separate from a request for a report refund.

Only an eligible Platinum or CarVeto Complete order may include the guarantee; the Gold outstanding-finance upgrade does not include it.

Guarantee eligibility, covered losses, evidence requirements, exclusions and claim procedures are governed by the guarantee terms referred to in section 12 of the CarVeto Terms and Conditions.

A refund or other remedy for the report does not by itself establish or determine a claim under the Finance Data Guarantee.

10. Business and Public-Sector Customers

Statutory consumer cancellation rights apply to individuals acting wholly or mainly outside their trade, business, craft or profession.

If a report or bundle was purchased for a business, council or other organisation, the written account agreement and the business provisions of the CarVeto Terms and Conditions apply.

11. Earlier Orders and Policy Changes

This policy applies to orders placed on or after 15 September 2026.

For an earlier order, the terms and refund conditions provided when CarVeto accepted that order apply.

The Archived Refund Policy and Archived CarVeto Terms and Conditions are retained for reference.

We may update this Refund Policy for future orders when our products, processes or legal obligations change.

An update will not retrospectively replace the terms or refund conditions applicable to an order already accepted.

12. Contact CarVeto

For refund requests or questions about this policy, email [email protected] or use the CarVeto Contact Page.