At ReportAU, we are committed to providing high-quality vehicle history reports that help our customers make informed decisions. We understand that sometimes you may need to request a refund, and we have established this Refund Policy to outline the circumstances under which refunds may be issued.
1. Refund Eligibility
You may be eligible for a refund in the following situations:
1.1 Unable to Generate Report
If we are unable to generate a vehicle history report for the vehicle identification number (VIN) or registration number you provided, we will issue a full refund. This may occur if:
- The vehicle information you provided is incorrect or invalid.
- The vehicle is not registered in Australia.
- Our data sources do not have any information about the specified vehicle.
1.2 Incomplete Report
If your report does not contain the key information advertised for your selected package (Basic, Standard, or Premium), you may request a refund. Key information includes:
- For Basic Reports: Registration Status, Stolen Vehicle Check, and Write-Off Status.
- For Standard Reports: All Basic Report information plus Accident History and Odometer Verification.
- For Premium Reports: All Standard Report information plus Financial Status and Ownership History.
1.3 Technical Issues
If you experience technical issues that prevent you from accessing your report after payment has been processed, and our customer support team is unable to resolve these issues within 48 hours, you may request a refund.
2. Refund Process
To request a refund, please follow these steps:
- Contact our customer support team at support@reportau.org or call +61 3 9123 4567 within 24 hours of receiving your report or encountering an issue.
- Provide your order number, the email address used for the purchase, and a detailed explanation of why you are requesting a refund.
- Our team will review your request and respond within 2 business days.
- If your refund request is approved, the refund will be processed to the original payment method used for the purchase within 5-7 business days.
3. Non-Refundable Circumstances
Refunds will not be issued in the following situations:
- The report has been successfully delivered and contains all the advertised information for your selected package.
- You have requested a refund more than 24 hours after receiving your report.
- You have already used the information in the report to make a decision about a vehicle purchase.
- The report contains accurate information that you simply do not like (e.g., the vehicle has a history of accidents or other issues).
- You have violated our Terms and Conditions.
4. Partial Refunds
In some cases, we may offer a partial refund if:
- Only some portions of the report are missing or incomplete.
- We are able to provide a lower-tier report (e.g., Basic instead of Standard) due to limited data availability.
5. Refund Method
Refunds will be issued using the same payment method used for the original purchase:
- Credit/Debit Card: Refunds will be credited back to the original card used for the purchase.
- PayPal: Refunds will be processed through PayPal to your PayPal account.
- Bank Transfer: Refunds will be sent back to the originating bank account.
Please note that depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account after we have processed it.
6. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes.
7. Contact Us
If you have any questions about our Refund Policy, please contact us:
- Email: support@reportau.org
- Phone: +61 3 9123 4567
- Mail: ReportAU Pty Ltd, Level 12, 120 Spencer Street, Melbourne, VIC 3000, Australia