Refund & Cancellation Policy

This Refund & Cancellation Policy explains when you are entitled to a refund, when you are not, and how to ask us for one, in connection with purchases made on check.roadlux.uk (the "Site"), operated by Road Lux Ltd, trading as RoadLux Vehicle Check ("RoadLux", "we", "us", "our"). It applies to every purchase made through the Site, whether that is a single Full Vehicle History Check, a multi-check pack, or a purchase made as part of a RoadLux+ membership.

This policy sits alongside, and does not replace, our Terms of Service and Privacy Policy, both of which are also available in the Legal section of the Site. Where there is a direct conflict between this policy and the Terms of Service on the specific subject of refunds, this policy takes precedence, because it is the more specific document on that subject.

We have written this policy in plain English wherever the legal subject matter allows. It is long because refunds for instantly delivered digital content raise a number of distinct scenarios, and we would rather set out our position on each of them clearly than leave you to guess.

In this policy, the following terms have the meanings given below.

• "Report" means a single Full Vehicle History Check produced by the Site for a specific vehicle registration, priced at £7.99 when purchased individually.
• "Pack" means a bundle of report credits purchased together at a discounted combined price, currently a 3-check pack at £12.99 or a 6-check pack at £19.99.
• "Credit" means one unit of entitlement within a Pack, redeemable against one Report for one vehicle registration.
• "Order" means a single completed checkout transaction, identified by an order reference issued at the point of payment.
• "RoadLux+" means our optional paid membership that offers discounted pricing on Reports and Packs.

The Consumer Rights Act 2015 implies terms into every contract for the supply of digital content to a consumer, including a Report. Digital content must be of satisfactory quality, fit for any particular purpose you made known to us, and as described. If a Report fails to meet these standards because of a fault on our side, you are entitled to a repair or replacement first and, where that is not possible or does not resolve the issue within a reasonable time and without significant inconvenience, a price reduction or a full refund.

Nothing in this policy limits, excludes, or attempts to contract out of these statutory rights. Where any wording elsewhere in this policy appears to conflict with the Consumer Rights Act 2015, your statutory rights prevail.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give consumers a 14-day right to cancel an off-premises or distance contract. For digital content supplied immediately and not on a tangible medium, such as our Reports, that right ends early if you have expressly agreed that supply should begin before the 14-day period expires, and you have acknowledged that you thereby lose the right to cancel.

We ask for exactly that agreement at checkout, described in more detail in the next section, because a Report only has value if it is generated straight away.

Why we ask you to waive the right

A vehicle history check is only useful to you at the moment you need it, typically moments before you view, negotiate on, or buy a car. Waiting 14 days for the report to become "cancellable" would defeat the purpose of the product, so, like almost all instant-delivery digital content and information services, we ask you to agree to immediate supply.

What you agree to at checkout

Before you complete payment, you are asked to confirm, by ticking a checkbox, that:

• you want us to begin generating your Report immediately; and
• you understand that, by doing so, you lose your statutory 14-day right to cancel once the Report has been generated.

This waiver does not affect your rights under the Consumer Rights Act 2015 described above, which continue to apply if a Report is faulty or not as described.

A single Full Vehicle History Check costs £7.99 and is generated automatically once payment clears and you have confirmed the registration to be checked. Because generation is immediate and you have waived the 14-day cancellation right as described above, a successfully delivered single Report that is accurate and complete is not refundable simply because you change your mind, decide not to proceed with the vehicle, or no longer need the information.

A refund remains available where the Report was faulty, could not be generated, or contained an error caused by us, as set out in the sections on failed reports and technical issues below.

We offer two Pack sizes: a 3-check pack at £12.99 and a 6-check pack at £19.99, both priced at a discount to buying the equivalent number of single Reports. Packs are a single purchase of multiple Credits, not multiple separate contracts, and this section, together with the two that follow, explains how refunds apply to them.

As with single Reports, you are asked to confirm at checkout that you understand each Credit will produce a Report immediately on redemption and that your 14-day cancellation right ends, Credit by Credit, as each Report is generated.

Once a Credit has been redeemed and a Report generated from it, that Credit is treated in the same way as a single Report purchase for refund purposes: it is not refundable on the basis of a change of mind, and is only refundable if the resulting Report was faulty, not generated, or materially incorrect due to an error on our part.

We calculate the value of a used Credit, for the purpose of any partial refund calculation under the next section, at the effective per-Report price of the Pack (the Pack price divided by the number of Credits in the Pack), not at the £7.99 single-Report price.

If you have not yet used any Credits from a Pack, you may request a full refund of the Pack within 14 days of purchase, and we will treat this as exercising your cancellation right in full, since no digital content has yet been supplied.

If you have used some, but not all, of the Credits in a Pack within that 14-day window, you may request a refund of the unused Credits. We calculate this as follows.

Worked example

• 6-check pack purchased for £19.99, giving an effective price of £3.33 per Credit.
• Two Credits redeemed and Reports generated for those two vehicles.
• Four Credits remain unused: refund payable is 4 × £3.33 = £13.32, and the two used Credits are non-refundable in the absence of a fault.

Requests for partial refunds received more than 14 days after the original purchase date are considered only at our discretion, as described in the section on goodwill refunds below.

Where a Pack is subject to an expiry period stated at the time of purchase or in your account, unused Credits that lapse on expiry are not automatically refunded, because you were made aware of the expiry terms when you bought the Pack and had the opportunity to use the Credits within that period.

If you believe an expiry date was applied incorrectly, was not disclosed to you clearly, or Credits expired due to a fault on the Site preventing you from redeeming them, contact us and we will investigate and refund where appropriate.

RoadLux+ members may purchase Reports and Packs at member-discounted prices. The refund principles in this policy apply equally to discounted purchases, calculated using the discounted price actually paid rather than the standard list price.

If your RoadLux+ membership itself is cancelled or refunded, this does not automatically reverse or refund Reports or Packs already purchased at the member rate while the membership was active; those purchases are assessed under the ordinary rules in this policy.

You do not need an account to buy a single Report; guest checkout uses your email address and payment details to deliver the Report and a receipt. Refund requests for guest purchases are handled identically to account purchases, but we will need your order reference and the email address used at checkout to locate the transaction, since there is no account history for us to search.

Occasionally payment may complete successfully but a Report fails to generate, due to a fault in our systems, an issue with a data source, or an interrupted connection. In these cases:

• we will not treat a Credit as used, or a single Report purchase as fulfilled, until a complete Report has actually been delivered to you;
• we will automatically attempt to regenerate the Report; and
• if regeneration is not possible within a reasonable time, we will refund the affected purchase in full, or reinstate the Credit if you would prefer to use it against a different registration.

You will never be charged twice, or left with a used Credit, for a Report you did not receive.

A Report that is correctly generated, and accurately reflects the information held by the relevant data sources at the time of the check, has been properly supplied, even if it shows few or no adverse records, or shows certain fields as unavailable because no data is held for that vehicle by that source.

Why this is not, by itself, a refund ground

We do not create, hold, or guarantee the underlying records; we query third-party and official data sources and present what they return. A clean or sparse result is a valid and accurate result, not a defect in our service, and is not refundable simply because it was not the outcome you hoped for.

If you believe a Report is factually wrong, for example it omits a record we ought to have been able to retrieve, or displays data for the wrong vehicle, that is a quality issue and is covered by the sections on failed reports and your statutory rights above.

If the Site is unavailable, or a wider outage affecting our payment processor or a data source prevents Reports from being generated, we will suspend affected purchases, communicate with affected customers where we can identify them, and refund or reissue Credits for any purchase that could not ultimately be fulfilled.

We are not liable for delays or failures caused by events genuinely outside our reasonable control, but we will still ensure you are not left out of pocket for a service you did not receive.

If you are charged more than once for what was intended to be a single Order, for example due to a double-click at checkout, a browser refresh during payment, or a processing glitch, we will identify and refund the duplicate charge in full as soon as it is confirmed, without needing to treat it as a formal dispute.

Contact us with both transaction references (from your bank or card statement, or your order confirmation emails) so we can match and reconcile the payments quickly.

If you believe your card or account was used to make a purchase on the Site without your authorisation, contact us immediately and also notify your card issuer or bank. We will investigate on our side, including checking the order and delivery details against the claim, and cooperate with your bank or Stripe where a formal chargeback or dispute is raised.

Please raise a suspected fraud concern with us directly in the first instance, since we can often resolve it faster than a formal chargeback, and a chargeback initiated while we are actively investigating may delay resolution and can result in an administrative fee being charged to us by our payment processor, which we reserve the right to pass on where a chargeback is later found to have been made in bad faith.

Our Reports are generated against the exact vehicle registration you enter at checkout. If you enter an incorrect, mistyped, or out-of-date registration and a Report is generated for that (different) vehicle, the Report has been correctly supplied against the instruction you gave us, and this is not a fault on our part.

We understand mistakes happen. As a matter of goodwill, and not obligation, we will usually allow you to re-run the check against the corrected registration at no additional charge, or issue a replacement Credit, provided you contact us promptly and the error is plainly a simple data entry mistake rather than an attempt to obtain multiple Reports for the price of one.

If you contact us after payment but before generation of the Report has begun or completed, we will cancel the Order and refund it in full. In practice, generation usually begins and completes within seconds of checkout, so this window is often very short, but where it is possible to intervene we will always do so in your favour.

To request a refund, email us at info@roadlux.uk with the subject line "Refund request" and include the following so we can assess your request without delays:

• your order reference, as shown on your receipt or confirmation email;
• the vehicle registration(s) the purchase relates to;
• the date of purchase and, if different, the date of the issue you are reporting;
• the payment method used (for example, the card type and last four digits, or PayPal email); and
• a short description of the reason for your request and, where relevant, screenshots of the issue.

Providing this information up front is the single biggest thing you can do to speed up your refund, since requests without an order reference typically take longer to trace.

We aim to acknowledge every refund request within one working day and to give you a decision within three working days. More complex cases, such as those requiring investigation of a data source or coordination with Stripe, may take longer, and we will keep you updated if so.

Approved refunds are paid back to the original payment method used for the purchase, processed through our payment provider, Stripe. Refunds to cards typically appear within 5 to 10 business days, depending on your card issuer, though the funds normally leave our account on the day the refund is approved.

We cannot refund to a different card, bank account, or payment method than the one used for the original purchase, in line with standard card scheme and anti-money-laundering practice.

Some of the scenarios above make clear that a refund is not owed as of right, for example a change of mind after a Report has been generated, or a registration entered incorrectly. In these cases, we may still choose, entirely at our discretion, to offer a full or partial refund, a replacement Credit, or a discount code as a gesture of goodwill.

A goodwill refund granted on one occasion does not create a right to the same treatment on any future occasion, and does not amount to a waiver of the terms of this policy.

We reserve the right to decline a refund request, and to restrict or close an account or block future purchases, where we reasonably believe the refund process is being misused, including but not limited to:

• repeatedly claiming Reports were not received or were faulty when our systems show successful delivery;
• repeatedly requesting refunds for "incorrect registrations" after apparently reviewing the resulting data;
• raising a chargeback for a Report that was successfully delivered and used; or
• attempting to obtain a Report and a refund for the same purchase.

We keep records of Report generation, delivery, and account activity that allow us to assess these situations fairly and evidence our position where necessary.

If you disagree with a refund decision, reply to our decision email explaining why, and a senior member of the team will review it. We aim to respond to escalated complaints within five working days.

If, after our internal complaints process, you remain unsatisfied, you may be entitled to refer the matter to a certified alternative dispute resolution provider, or to seek advice from Citizens Advice or Trading Standards. Nothing in this section prevents you from pursuing any other legal remedy available to you.

This policy is intended to sit on top of, and does not reduce, exclude, or attempt to limit, your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection law. Where anything in this policy is found to conflict with those rights, the statutory position takes precedence and the rest of this policy continues to apply so far as possible.

Questions about this policy, or about a specific Order, should be sent to info@roadlux.uk. Our full company and postal details are set out below and at the foot of this page.

• Trading name: RoadLux Vehicle Check
• Company: Road Lux Ltd
• Company number: 08837891
• VAT registration number: 406558981
• Registered office: Kamp House, 124 Middleton Road, Morden, England, SM4 6RW
• Email: info@roadlux.uk