Refunds and report corrections

We want paid vehicle checks to be clear, properly delivered and useful. This policy explains how we handle problems with one-off premium purchases.

When we will put things right

If no usable report is generated or delivered because of a technical or provider failure, the report identifies the wrong vehicle despite correct details being supplied, or you are charged twice for the same order, contact us. We will investigate and, where appropriate, provide the report, replace it or refund the affected payment.

After a report is supplied

Because a vehicle report is digital content assembled for the identifiers provided, checkout asks you to expressly request immediate supply and acknowledge that your 14-day cancellation right is lost once supply begins. This does not affect statutory rights or remedies where the report is faulty, was not supplied as described or otherwise does not conform to the contract.

A successfully supplied report returns the relevant data available from the listed sources for that vehicle. A particular field containing no record, being unavailable or being labelled “not returned” does not by itself mean that no report was supplied. It remains visible as an unknown result so it cannot be mistaken for a clear check.

Incorrect vehicle details

Please confirm the registration or VIN before payment. A completed check requested with incorrect customer-supplied details will not normally qualify for a refund because provider charges may already have been incurred.

If a result appears wrong

Email support@car-assistant.co.uk with your report or order reference, the disputed result, and supporting evidence if you have it. If no reference is visible, include the vehicle registration and the email address used at checkout. Please do not send a full logbook or unnecessary personal information.

We preserve the report originally supplied while we investigate. We check the recorded source, check time and coverage, then distinguish a source-reported fact from Car Assistant’s interpretation or missing data. We do not silently rewrite the original report or turn unavailable coverage into a clear result.

Corrections and remedies

If Car Assistant’s presentation or interpretation is wrong, we will correct it and provide an updated, clearly identified replacement. If supplied data is disputed, we may need to refer the specific issue and relevant evidence to the data provider before confirming a correction.

Depending on what went wrong, the appropriate remedy may be a corrected replacement report, a retry without another charge, or a refund of the affected purchase. We will not run an additional chargeable lookup without your agreement. Any separate data guarantee or protection claim follows the terms shown and accepted at checkout.