Refund and Cancellation Policy

Last Updated: 17 July 2026

1. Introduction

This Refund and Cancellation Policy ("Policy") explains the terms under which Carters Clear Car ("we," "our," "us") provides refunds for purchases made through our Service.

This Policy forms part of our Terms and Conditions. By purchasing through our Service, you agree to this Policy.

2. What We Sell

Carters Clear Car sells one-off vehicle history reports on a pay-as-you-go basis. There are:

• ❌ No subscriptions
• ❌ No recurring or automatic charges
• ❌ No free trials to cancel

You pay once, per report, and the report is delivered digitally as soon as your payment is confirmed. The price of a report is shown clearly before you complete your purchase, in British Pounds (GBP) and inclusive of VAT where applicable.

Our free tools — the AI car expert, direct lookup, lifestyle matcher, and car guides — are provided at no charge and involve no payment.

3. Digital Content and Your Right to Cancel

3.1 Immediate Delivery

Vehicle history reports are digital content that we deliver immediately after payment.

3.2 14-Day Cooling-Off Period and Its Exception

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have a 14-day right to cancel distance purchases.

However, when you buy a report you expressly request immediate delivery of digital content and acknowledge that you lose your 14-day right to cancel once the report has been generated and made available to you. This is presented to you at checkout before you pay.

As a result:

• ✅ If you have not yet received/generated your report, you may request cancellation and a full refund.
• ❌ Once your report has been generated and delivered, it is non-refundable, except in the circumstances described in Section 4.

This does not affect your statutory rights where a report is faulty or not as described (see Section 4).

4. When You Are Entitled to a Refund

We will provide a refund in the following circumstances:

4.1 Report Not Delivered

If you were charged but your report failed to generate or was never delivered, and we are unable to deliver it or resolve the issue, you are entitled to a full refund.

4.2 Faulty or Materially Incomplete Report

If a report is faulty, corrupted, or materially fails to provide the data it was described as including (through our fault, not a genuine absence of data at source), we will re-issue the report or provide a full refund.

4.3 Duplicate Charges

If you were charged more than once for the same report in error, we will refund the duplicate charge(s).

4.4 Unauthorized Charges

If you notice a charge you did not authorize, contact us immediately at support@cartersclearcar.com with the transaction date, amount, and payment method. We will investigate within a few business days and issue a full refund if the charge is verified as unauthorized.

5. What Is Not Refundable

The following are not refundable:

• ❌ A report that has been successfully generated and delivered, simply because you changed your mind
• ❌ Dissatisfaction with accurate data (e.g., the report correctly shows the vehicle has finance or a write-off marker)
• ❌ A genuine absence of data at source (e.g., the DVLA or a data provider holds no record for a given field)
• ❌ Purchase decisions you make based on a report

Data Accuracy Notice

We provide vehicle data "as-is" from third-party sources (DVLA and authorized data providers). We do not provide refunds for:

• Inaccurate or outdated information originating from third-party sources
• Missing data that is not held by the source
• The outcome of any vehicle purchase decision

We recommend you always conduct a physical inspection, obtain an independent mechanical inspection, and verify all data independently before purchasing a vehicle. Do not rely solely on our reports.

6. How to Request a Refund

Step 1: Contact Us

• Email: refunds@cartersclearcar.com
• Subject: "Refund Request"
• Include:
  • The email used for the purchase
  • Your order/transaction reference
  • The vehicle registration (VRM) checked
  • Date of purchase
  • Reason for the refund request
  • Supporting details/screenshots (if applicable)

Step 2: Review

• We review all requests within 48 hours (business days)
• We may request additional information or ask you to help us reproduce a technical issue

Step 3: Decision

• You'll receive approval or a clear explanation of any denial by email

Step 4: Processing

• Approved refunds are processed within 5–10 business days
• Refunds are issued to your original payment method

7. Refund Timeline

Note: Processing time varies by financial institution. Please allow up to 14 days for a refund to appear on your statement.

8. Chargebacks and Disputes

8.1 Contact Us First

Please contact us before filing a chargeback or payment dispute. We are committed to resolving billing issues fairly and quickly, and most issues can be resolved faster by contacting us directly.

8.2 Fraudulent Chargebacks

Filing a chargeback for a report that was successfully delivered, where no refund is due under this Policy, may be treated as a fraudulent chargeback. We reserve the right to challenge such chargebacks, recover our costs, and restrict your future access to the Service.

9. Exceptional Circumstances

We understand that exceptional situations arise. If you believe your circumstances warrant special consideration (for example, a genuine payment error or accessibility issue), contact support@cartersclearcar.com and we will review your case fairly and individually.

10. Service Discontinuation

If we discontinue the paid report service, any amounts paid for reports not yet delivered will be refunded in full.

11. Your Rights

11.1 UK Consumer Rights

Under UK consumer protection law, you are entitled to:

• Clear information about the report before purchase
• A report that is as described and provided with reasonable care and skill
• A refund or re-issue if the digital content is faulty
• Fair treatment and honest business practices

11.2 Alternative Dispute Resolution

If you are not satisfied with our response, you can contact:

Citizens Advice Consumer Service
Telephone: 0808 223 1133
Website: https://www.citizensadvice.org.uk

12. Contact Information

Refunds:
Email: refunds@cartersclearcar.com

Billing Support:
Email: billing@cartersclearcar.com

General Support:
Email: support@cartersclearcar.com
Website: https://cartersclearcar.com

Mailing Address: Carters Clear Car Moor Street, Burton-on-Trent, Staffordshire. DE14 3SZ United Kingdom

13. Changes to This Policy

We may update this Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the Service after changes constitutes acceptance of the updated Policy.

14. Governing Law

This Policy is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Version: 1.0
Effective Date: 17 July 2026
Last Reviewed: 17 July 2026

Need Help? Contact our support team — we're here to help! support@cartersclearcar.com