Refunds and report returns

Reports with no qualifying history

When a completed check is marked as having no qualifying history, we automatically return the report credit used for that check. You do not need to apply. A technical failure that prevents us completing the report also returns the reserved credit once. A failed check is not evidence that the vehicle has no history.

The returned credit goes back to the same credit balance with its original expiry. One-off pack credits last six calendar months from purchase; subscription credits last until the end of their paid 30-day period. A return does not start a new validity period. Check the expiry in your account and contact us if a returned credit cannot be used.

A report-credit return lets you request another report during that validity period. It is not money paid back to your card. You can still ask us to review a money refund, and a credit return does not replace any refund you are legally entitled to.

Free, prize and promotional credits

Free, prize, trial and other promotional report credits have no cash value and can't be exchanged for money. If a report made with one of these credits has no qualifying history or fails for a technical reason, the credit comes back automatically with its original expiry. If the report is faulty or not as described, tell us within 30 days and we'll review it, which may mean a corrected report or a returned credit. A returned credit is not a refund.

Ask us to review a report within 30 days

Tell us within 30 days after your report is generated if you believe it contains an error, was not supplied as described, or there is another genuine problem. If your report never arrives, contact us as soon as possible and within 30 days of requesting it for this review process.

We will investigate the issue and explain our decision. Depending on the circumstances, we may correct or provide the report, return a report credit, or make an appropriate money refund. Submitting a request does not guarantee a particular outcome. The 30-day window is for this voluntary review process; it does not shorten statutory rights or prevent you raising a legal claim later.

How to contact us

CarCheckHQ is a trading name of DESKLINK LTD, registered in England and Wales, company number 17076467. Registered office: Unit 1 Ripple Road, Barking, England, IG11 0RJ.

Email support@carcheckhq.com, use our contact form, or open the order in your account and choose the refund-review option where available. Guest buyers can sign in with the email used at checkout and a one-time code. You can contact us without signing in.

Include your purchase email, order or report reference, purchase date and the vehicle registration where relevant. For a report problem, explain which information concerns you and the resolution you would like. We may ask for relevant evidence or verify the purchase with you. Never send your full card number, security code or sign-in code.

Cancel an unused order within 14 days

If you are a consumer, you can cancel a wholly unused order within 14 days after purchase for a full refund of the amount paid. Tell us clearly that you wish to cancel and identify the order. You do not need to give a reason or use a particular form.

For an eligible cancellation, we reimburse you without undue delay and within 14 days after receiving your cancellation notice, using the original payment method unless you expressly agree otherwise. We do not charge a cancellation or refund-processing fee. Refunded credits are removed from your balance; your bank may take additional time to display the money.

Used reports, part-used packs and coverage gaps

If you have used some credits, started a report or passed the unused-order window, contact us for an individual review. We consider what was supplied, what you agreed to and your legal rights. Starting a report or requesting immediate access to credits is not treated as a blanket waiver of those rights.

Missing photographs or a particular record do not, on their own, make a report a no-history result. Coverage varies by vehicle, and a report with no adverse findings is different from a report with no qualifying history. We consider whether the service matched its description and disclosed limitations; a coverage note does not excuse a faulty or misdescribed service.

Money refunds and payment problems

For other agreed money refunds, we reimburse you without undue delay and within 14 days of agreeing that you are entitled to the refund, or sooner where the law requires. We explain the amount and outcome. An account status saying requested, under review or processing is not confirmation that the money has been returned.

If you think you paid twice, cannot find your paid order, or a refund is unclear, contact us before making another purchase. We check the payment provider's records. Related credits may be held while we reconcile a refund to prevent the same purchase being both spent and refunded.

If something has gone wrong with a payment or a report, please contact us at support@carcheckhq.com before raising a chargeback with your bank, so we can look into it straight away. Contacting us first doesn't affect your rights, including your right to ask your bank for help.

If a chargeback is already open for a payment, we'll deal with it through your bank's process, so we won't also refund that payment directly while it's open.

Subscriptions, business purchases and your rights

Cancelling a subscription stops future renewal when confirmed; it does not by itself refund an earlier payment. Check the cancellation confirmation in your account or contact us for help. Report problems and refund requests are reviewed separately.

Business purchases are reviewed under the agreed terms and applicable law. Consumer protections apply wherever you are legally a consumer, regardless of the package name. Nothing in this policy limits your rights for faulty, misdescribed or unsupplied digital content or services. The terms recorded for an existing purchase remain its contract; this update does not retrospectively replace them.