We want you to be satisfied with your CarDossier report. Please read this policy carefully before making a purchase.
CarDossier, operated by Joyall Inc., provides digital vehicle history reports delivered electronically upon purchase. Because our reports are digital products that are generated and delivered immediately upon payment, our ability to offer refunds is strictly limited as set out in this policy.
By completing a purchase on cardossier.co.uk, you acknowledge that you have read and understood this Refund Policy and agree to its terms.
Please ensure you have entered the correct vehicle registration number before completing your purchase. We are unable to issue refunds for reports generated for an incorrect registration number provided by you.
Our vehicle history reports are digital content products. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers ordinarily have a 14-day right to cancel distance contracts. However, this right to cancel does not apply to digital content where:
By completing your purchase on our website, you expressly consent to the immediate supply of your vehicle history report and acknowledge that, once the report has been generated and delivered to your email address, you will lose your statutory right to cancel the contract under the Consumer Contracts Regulations.
This is because our reports are generated specifically for the vehicle registration number you provide at the time of purchase, and the content is immediately consumed upon delivery. The report cannot be "returned" in any meaningful sense once it has been viewed.
We will consider refund requests only in the limited circumstances described below. All refund requests are assessed on a case-by-case basis and are subject to our sole discretion.
We may issue a full or partial refund in the following circumstances:
If your report was not delivered to the email address you provided within 60 minutes of a confirmed payment, and the non-delivery was caused by a technical fault on our part (not by an incorrect email address provided by you), you may be eligible for a refund or re-delivery.
Before requesting a refund for non-delivery, you must:
We will always attempt to re-deliver your report before processing a refund for non-delivery.
If a technical error on our part prevented the generation of your report entirely (i.e. no report was generated or delivered), and we are unable to resolve the issue within a reasonable time, you may be eligible for a full refund.
If you were charged more than the stated price for your selected plan due to a payment processing error on our part, we will refund the difference.
Refunds will not be issued in the circumstances listed below. Please read this section carefully before making a purchase.
We will not issue a refund in the following circumstances:
If you believe you are eligible for a refund under Section 3 of this policy, please contact us as follows:
Refund requests must be submitted within 48 hours of the time of purchase. Requests submitted after this period will not be considered.
We will acknowledge your request within 2 business days and will aim to provide a decision within 5 business days. We may request additional information to assess your request.
Where a refund is approved, it will be processed to the original payment method used at checkout. Refunds are typically processed within 5–10 business days of approval, though the time for the funds to appear in your account may vary depending on your bank or payment provider.
We are not responsible for delays caused by your bank, card issuer, or payment provider in crediting an approved refund to your account.
Refunds will be issued in pounds sterling (GBP). We are not responsible for any currency conversion losses or fees charged by your bank if you made your purchase in a different currency.
If you accidentally purchase a report for the same vehicle registration number more than once within a 24-hour period, please contact us at [email protected] immediately. We will review the circumstances and, at our discretion, may issue a refund for the duplicate purchase, provided the duplicate report has not been accessed.
To avoid duplicate purchases, please check your email inbox for your report before placing a second order.
We take chargebacks and payment disputes very seriously. If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us to attempt to resolve the issue, we reserve the right to:
We strongly encourage you to contact us at [email protected] before initiating any chargeback or payment dispute. In the vast majority of cases, we are able to resolve issues quickly and to your satisfaction without the need for a formal dispute.
Initiating a chargeback for a delivered report constitutes a breach of our Terms of Service and may result in permanent suspension of your access to our Service.
Nothing in this Refund Policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
In particular, if our Service is not provided with reasonable care and skill, or if we have misrepresented our Service, you may have statutory rights to a remedy that are separate from and in addition to this policy.
For independent advice on your consumer rights, you can contact:
If you have any questions about this Refund Policy or wish to submit a refund request, please contact us:
We aim to respond to all refund enquiries within 2 business days.