1. General policy

Vehicle History Hub provides instant digital vehicle history reports. Each report is generated on demand using paid third-party data sources — including DVLA, DVSA, and UK finance databases — meaning a cost is incurred by us at the point of every lookup, regardless of the outcome.

Because the digital content is delivered immediately upon payment, and because you provide express consent at checkout (see section 2), all sales are final as standard. This does not affect your statutory rights under the Consumer Rights Act 2015, which are described in sections 5 and 10.

2. Your consent at checkout

Under the Consumer Contracts Regulations 2013, consumers ordinarily have a 14-day right to cancel digital services. However, this right is lost once digital content has been fully delivered, provided the customer has given express prior consent.

Before completing your purchase, you are required to tick the following checkbox at checkout:

If you did not see or tick this checkbox at checkout, please contact us at info@vehiclehistoryhub.co.uk before raising a dispute.

3. What we do not refund

The following circumstances do not qualify for a refund, subject to your statutory rights under section 10:

• You are unhappy with the results or outcome of the vehicle check
• The vehicle has a clean history and you feel the report did not provide enough value
• You entered the wrong registration number — always double-check before paying
• You purchased the wrong tier (Basic, Standard, or Premium)
• You changed your mind after payment
• You purchased a check for a vehicle you decided not to buy
• The vehicle data is limited because the vehicle is new, recently imported, or has a short UK history
• You did not receive the email because it was filtered into your spam or junk folder
• You have already purchased a report for the same vehicle previously

4. When a refund is eligible

A full refund will be issued in the following circumstances:

In all eligible cases, we verify claims against our order records and Stripe transaction logs before processing. We reserve the right to decline requests that cannot be verified.

5. Faulty or misdescribed content

Under the Consumer Rights Act 2015, digital content must be:

• Of satisfactory quality
• Fit for purpose
• As described

If your report does not meet one or more of these standards — for example it is blank, contains data that clearly refers to a different vehicle, or is structurally corrupted — you have a legal right to a remedy. This right exists regardless of any other clause in this policy and cannot be excluded.

In such cases, we will first attempt to provide a replacement report. If a replacement is not possible or does not resolve the issue, a full refund will be issued.

To raise a faulty content claim, email us at info@vehiclehistoryhub.co.uk with your order details and a description of the specific fault within 7 days of purchase.

6. How to request a refund

If you believe you are entitled to a refund, please follow these steps:

7. Refund processing

Where a refund is approved:

• Refunds are issued to the original payment method used at checkout via Stripe
• We will initiate the refund within 5 business days of approving your request
• Once initiated, Stripe typically returns funds within 5–10 business days depending on your bank
• You will receive an email confirmation when the refund has been processed

8. Fraudulent & unauthorised payments

If you believe a payment was made on your card without your authorisation:

• Contact your bank or card issuer immediately to report the unauthorised transaction
• Email us at info@vehiclehistoryhub.co.uk with the transaction date, amount, and last 4 digits of the card
• We will investigate and cooperate fully with your bank, Stripe, and any relevant authorities

9. Chargebacks

We ask that you contact us directly before initiating a chargeback with your bank. Most legitimate issues are resolved within 3 business days by email and a chargeback is rarely necessary.

If a chargeback is raised without first contacting us, we reserve the right to:

• Submit evidence to Stripe and your bank demonstrating that the report was successfully generated and delivered
• Contest the chargeback where it does not meet our eligible refund criteria
• Permanently block the associated email address from using our service

Chargeback fraud — disputing a legitimate charge to obtain a free service — is a violation of our Terms of Service and may be reported to the relevant authorities.

10. Your statutory rights

Nothing in this Refund Policy removes, limits, or overrides your statutory rights under UK consumer law. In particular:

Consumer Rights Act 2015

Digital content must be of satisfactory quality, fit for purpose, and as described. If our report fails to meet these standards, you have a right to a repair, replacement, or refund. This right cannot be excluded by any term in this policy.

Consumer Contracts Regulations 2013

You have the right to cancel a digital service within 14 days of purchase. This right is lost once digital content is delivered, but only if you have given express prior consent at checkout (see section 2). If that consent was not obtained, your 14-day cancellation right may still apply.

Need independent advice?

If you feel your statutory rights have been breached, you can contact:

• Citizens Advice consumer helpline: 0808 223 1133 or citizensadvice.org.uk
• Trading Standards: via your local council or through Citizens Advice

11. Contact us

For refund requests or questions about this policy, please email us. We aim to respond to all refund enquiries within 3 business days.