Refund policy

1. Cancelling and refunds

Our “Not helpful?” launch offer

This is an extra, on top of your legal rights. The law doesn’t require it: we offer it out of goodwill, because we’re confident in our reports. If a full report doesn’t help you, you can have a full report on another car for free.

• Ask within 7 days of buying the report, or of running it if it’s from a 3-car pack, using “Not helpful?” at the bottom of it.
• Tell us in a sentence why the report didn’t help. We won’t argue: we use the answers to make reports better.
• It’s one free report per customer, including for a pack: one in all, not one for each pack report. We check this by the email address and the card you paid with.
• It covers reports you paid for on their own and reports from a 3-car pack. Free reports aren’t covered, including one from this offer.
• We only refuse in clear cases of abuse, such as asking again and again.

The offer applies to reports bought while it runs. If we ever end it, we’ll say so here first, and reports you’ve already bought keep it. It doesn’t change your refunds for a report we couldn’t complete, unused reports or a faulty report, described below.

Your right to cancel

If you buy online you normally have 14 days to cancel. A full report is digital content that we deliver straight away, so at checkout we ask you to agree to immediate delivery and to accept that you lose this right to cancel once the report is delivered. We confirm this in your confirmation email. This is separate from our “Not helpful?” offer, which still applies.

Before you pay, the checkout shows the make and model for the registration you entered. Please make sure it’s the car you mean: a report delivered for the registration you entered counts as delivered.

Reports we couldn’t complete

If we can’t complete your report, we’ll refund you in full or, if you prefer, run the report again once the problem is fixed. This covers, for example, when:

• our data providers hold no record of the vehicle;
• one or more of the history checks doesn’t return a result;
• an error on our side means the report is missing, incomplete or for the wrong vehicle.

A check that completes and finds nothing to report, such as no outstanding finance, is a result, not missing data.

Unused reports

If you’ve paid for a report that hasn’t been used yet, for example the remaining reports in a pack, you can ask for a refund for each unused report at any time before it expires. Unused reports expire 12 months after purchase. Where reports were bought at a pack discount, the refund is the price you paid per report.

Faulty reports and your legal rights

By law, digital content must be as described, fit for purpose and of satisfactory quality. If a report isn’t, you can ask us to fix or replace it, and in some cases to reduce the price or refund you. Nothing in these terms limits those rights. For more on your rights, contact Citizens Advice.

How to ask for a refund

For the “Not helpful?” offer, open your report and use “Not helpful?” at the bottom, telling us in a sentence why it didn’t help. Your report link is in the email we sent when it was ready.

For anything else, or if you can’t open your report, email support@auto373.co.uk with the registration, the date you bought the report and the email address you used. We’ll reply within 5 working days. Refunds go back to your original payment method within 14 days of us confirming them. Once a report is refunded, it no longer opens, including through links you’ve shared.

2. The rest of our terms

This policy is section 5 of our terms & conditions, which cover everything else about using AUTO373.