Refund Policy
AutoTrace provides made-to-order digital vehicle history reports delivered by email. This policy explains when a refund may be considered and the situations in which a completed digital service is not refundable.
1. Digital report purchases
Each order is prepared for the VIN or registration information submitted by the customer. Once a report has been completed and delivered to the email address supplied at checkout, the service is considered fulfilled and the purchase is normally final.
2. When a refund may be approved
- The same order was charged more than once.
- Payment was completed but a verified technical failure prevented us from preparing or delivering the report.
- The submitted vehicle identifier produced no usable report data, after review by our support team.
3. Non-refundable circumstances
- An incorrect VIN, registration number, email address or other order information was submitted.
- The customer changes their mind after payment or after report preparation has started.
- The customer expected information that was not included in the package description.
- Particular records are unavailable from third-party or public data sources.
- The report has already been successfully delivered.
4. Requesting a refund
Contact us within 7 days of purchase. Include your full name, checkout email address, WooCommerce order or transaction number, and a clear explanation of the issue. We may request additional information to verify the order.
5. Review and processing
We review each eligible request individually. If approved, the refund is returned to the original payment method. Banks and payment providers may require 5–10 business days to display the credit after it has been issued.
6. Fraud, misuse and chargebacks
We may reject requests involving suspected fraud, misuse, altered evidence or repeated abuse. Please contact our support team before opening a chargeback so we have an opportunity to investigate and resolve the matter.
7. Contact
For refund questions, email advisoryhelp@outlook.com.