Refund Policy

1. Overview

Our reports are digital products delivered to you instantly. Because of that, refund rules for digital content apply — but we also back every purchase with a 30-day money-back guarantee that goes beyond your statutory rights. Both are explained below, and neither affects the legal rights you have as a consumer.

2. Our products are digital

When you order a report, it is generated and made available to you within seconds. There is nothing to ship and nothing to return. This is important because it affects how the standard "cooling-off" cancellation rules apply to your purchase, as explained next.

3. Your statutory cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have 14 days to cancel a purchase of digital content. Because our reports are delivered immediately, when you place your order and ask us to generate the report straight away, you consent to immediate delivery and acknowledge that you lose the 14-day cancellation right once the report has been generated.

This mirrors section 9 of our Terms of Service, and it does not remove any other rights you have under the Consumer Rights Act 2015 (see section 5).

4. Our 30-day money-back guarantee

This guarantee is offered voluntarily, on top of your legal rights, because we're confident in our data. It's designed to protect you if our service didn't do what it said it would — not to cover a change of mind after you've received and used a working report.

5. When we'll refund you

You're entitled to a refund where:

• a report failed to generate, or was not delivered, due to a technical fault on our side;
• you were charged more than once for the same report in error;
• a report did not provide the information it promised for your chosen package, and you tell us within 30 days; or
• the law otherwise entitles you to a refund — for example, if the service was not provided with reasonable care and skill, or the digital content was faulty or not as described under the Consumer Rights Act 2015.

6. When a refund isn't available

A refund won't normally apply where:

• a working report was delivered and simply found no adverse information to report — a "clear" result is a valid result, not a failed one;
• the report was run against a registration mark or VIN that you entered incorrectly (please double-check before you order);
• you've changed your mind after the report has been generated and delivered; or
• the request falls outside the 30-day guarantee window and no statutory right to a refund applies.

7. Report bundles and credits

If you bought a bundle of report credits, any unused credits can be refunded under the same rules above. Once a credit has been used to generate a report, that individual report is treated like any other purchase for refund purposes.

8. How to request a refund

Email support@vinpulse.co.uk or use our contact page, and include:

• the email address used for the order;
• your order or report reference (e.g. VP-2026-XXXXX); and
• a short note on what went wrong.

We aim to acknowledge refund requests promptly and to resolve them as quickly as we can.

9. How refunds are paid

Approved refunds are made to your original payment method. Once approved, refunds are typically processed within 5–10 working days, though the time it takes to appear on your statement depends on your bank or card provider. We won't charge you a fee to issue a refund.