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Cancellation and Refund Policy

Last updated: 15 September 2026

This page explains where you stand if you want to cancel a paid Car Control report or pack, or if you think you are owed a refund. It should be read together with our Terms of Use, particularly the sections on buying a report or pack and on delivery, access and cancellation.

1. The three tiers and how cancellation works for each

We sell a Basic report (£3.99), a Premium report (£6.99), and a 3 Premium reports pack (£12.99), each as a one-off purchase with no subscription. Cancellation works slightly differently depending on what you buy:

  • A single Basic or Premium report is generated and delivered to you immediately after payment, once you have ticked the required consent box. Once delivered, you cannot cancel that report for a change of mind.
  • The 3 Premium reports pack gives you one Premium report straight away, which follows the same rule as above once delivered, plus 2 credits for use within 12 months. Because the credits are digital content that has not yet been supplied, you keep a 14-day right to cancel in respect of any credit you have not redeemed, as explained in section 2.

2. Why there is normally no 14-day cooling off period once a report is delivered

A report is digital content, not physical goods. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you would normally have 14 days to change your mind about a purchase like this. Because your report is generated and delivered to you immediately after you pay, or immediately after you redeem a credit, we can only do this if, before that happens, you tick a box giving your express consent to immediate delivery and confirming you understand that you lose the right to cancel that content once delivery has started. If you tick that box and complete payment or redemption, that report is generated straight away and you can no longer cancel that purchase simply because you have changed your mind, once it has been delivered to you.

If you do not tick that box, we will not take payment, and we will not generate or redeem a report against it.

3. Unused pack credits: your 14-day right to cancel and pro rata refund

If you buy the 3 Premium reports pack and do not redeem one or both of your 2 credits, you keep your normal 14-day right to cancel in respect of the unredeemed credit or credits, because no report has yet been supplied against them. To cancel, tell us within 14 days of the date you bought the pack, using the details in section 8, which credit or credits you want to cancel.

We calculate your refund for each cancelled, unredeemed credit as one third of the £12.99 pack price, reflecting that the pack is made up of 3 Premium reports of equal value. For example, if you bought the pack, kept your first report, and cancel both unused credits within 14 days, we refund two thirds of the pack price. If you redeem one of the 2 credits within the 14 days and cancel the other, we refund one third.

Once you redeem a credit, meaning you tick the fresh consent described in our Terms of Use and the report against it is generated and delivered to you, that credit can no longer be cancelled for a refund, even if this happens within the first 14 days. After 14 days from your purchase of the pack, any remaining unused credit can no longer be cancelled for a refund under this section, but you can still redeem it until it expires 12 months after your purchase.

4. When you are entitled to a full refund regardless of tier

We will give you a full refund if:

  • we cannot produce a report at all for the registration you searched, for example because there is no MOT history on record for it, or because our commercial data supplier's data is unavailable for that registration;
  • your report fails to generate, open, or become accessible because of a technical fault on our side; or
  • we generate a report for the wrong vehicle because of an error on our part, for example a system error that matched the wrong registration.

In each of these cases, we will either provide you with the correct report at no extra charge (or, for a pack credit, without using up the credit), or refund the full price you paid for that report or credit, whichever you prefer.

5. No history records found: automatic free credit

If we produce your Premium report but our commercial data supplier, CheckCarDetails Ltd, holds no historical records at all for your vehicle, so we could not check for insurance write-off, outstanding finance or stolen status, we still deliver your report with the MOT and mileage information described in our Terms of Use. In this situation we automatically add one free Premium credit to your account, valid for 12 months, that you can use on this vehicle or another one.

This automatic credit is in addition to, not instead of, your statutory rights and the refund position described elsewhere in this policy. It does not replace a refund where one is otherwise due under section 4, and it is separate from the pro rata refund on unused pack credits described in section 3.

6. Your statutory rights under the Consumer Rights Act 2015

Separately from the situations in sections 3 and 4, the Consumer Rights Act 2015 gives you rights if the digital content we supply is not as described, is not fit for a particular purpose you made known to us, or is not of satisfactory quality, because of something we got wrong. Where this applies, you are entitled to:

  • a repair or replacement, meaning a corrected version of your report; or
  • if that is not possible, or does not fix the problem within a reasonable time and without significant inconvenience to you, a price reduction or a full refund.

This policy does not limit or replace these statutory rights. If you think your report is not as described or not of satisfactory quality, tell us using the details in section 8 and we will look into it.

7. When we do not give a refund

We do not give a refund simply because you have changed your mind after a report has been delivered to you, or after you have redeemed a pack credit, or because a report has told you something about the vehicle that you did not want to hear. A report that accurately reflects the underlying DVSA, DVLA and, for the Premium tier and pack, CheckCarDetails Ltd records is not "faulty" just because the vehicle's history is not what you hoped, or because those underlying records are themselves incomplete or later turn out to be wrong. We give no data guarantee, as explained in our Terms of Use and our Data sources page.

8. How to ask for a refund or cancel unused credits

Email [support@carcontrol.co.uk] within [30] days of your purchase, with the vehicle registration you searched, or, for a pack, your pack link or code, and, if you have it, your Stripe payment reference from your receipt email. For a cancellation of unused pack credits under section 3, please contact us within 14 days of your purchase and tell us which credit or credits you want to cancel. We aim to respond to refund and cancellation requests within [5] working days. If we agree that a refund is due, we will process it to the same payment method you used to pay, normally within 14 days of us agreeing the refund.

If you are unhappy with how we have handled a refund request, please see the complaints route on our Contact page.

9. Related pages