Refund Policy

How Refunds Work

At Motorbike Check, we refund in full when we cannot generate your Vehicle History Check. Each check incurs a cost payable by us to Experian as soon as data is returned, so once a report has been generated and delivered it cannot be "returned" — including where it shows no adverse markers.

Why a clean result is not a refund case: a report showing no outstanding finance, no write-off and no stolen marker is the outcome most buyers hope for. That confirmation, backed by Experian's data and indemnity, is the information you paid for.

1. Full Refund Cases

You will receive a full refund of the amount you paid (£9.99 at our standard price) in any of the following scenarios:

1.1 No Data Returned

Experian and our other providers were unable to return any data for the registration you provided. This typically means:

• The registration does not exist or was entered in a format we could not resolve
• The vehicle was registered very recently and is not yet on the provenance databases
• The vehicle was imported and has no UK history

Result: No report generated → Full refund issued automatically

1.2 Technical Failure

A fault on our side, or with our data providers, prevented your report from being generated or delivered:

• Outages or maintenance at Experian, the DVLA or the DVSA
• API connectivity problems between us and our providers
• An error in our own systems

We keep retrying for a short period after payment. If the data still has not arrived, we cancel the order, refund you automatically and email you to confirm.

Result: No report generated → Full refund issued automatically

1.3 Duplicate Charge

You were charged more than once for the same report — whether through a system error or an accidental repeat purchase within a short timeframe. We refund the duplicate order(s) while you keep access to one report.

Result: Duplicate charges → Full refund for duplicates

1.4 Incorrect Registration Processed by Us

We processed a registration different from the one you submitted at checkout. You receive a full refund, and we will run the correct check for you.

2. No Refund Cases

We cannot offer refunds in the following situations:

2.1 Report Generated Successfully

If we successfully generate and deliver your report, no refund applies — including where the report shows no outstanding finance, no write-off and no stolen marker. The check has done exactly what it exists to do.

At checkout, you agreed to our Terms of Service, which set out that the report is delivered immediately and cannot be refunded once generated.

2.2 User Error (Incorrect Registration)

If you enter the wrong registration and we successfully generate a report for that registration, no refund is available. We provided the service correctly based on the information you submitted.

Prevention tip: the registration you entered is shown on the checkout page before you pay — double-check it character by character. If you are unsure, run the free check on it first: that shows the make, model and colour the DVLA holds for that plate.

2.3 Change of Mind After Viewing

Once you've accessed and viewed your report, you cannot request a refund simply because you changed your mind. The digital service has been delivered and cannot be "returned."

2.4 Disagreement with Third-Party Data

The information in your report comes from Experian, the DVLA, the DVSA and other providers listed in our Terms of Service. We do not control or verify their data. The following are not grounds for a refund:

• A record you believe is missing, out of date or incorrect at the source
• A mileage or keeper history that differs from what a seller told you
• Expecting information we do not provide (service records, valuations, accident damage outside insurance write-offs)

Cover for certain Experian-supplied data (outstanding finance, stolen status and write-off) is provided directly by Experian under its Data Guarantee — see the "Indemnity" section of your report.

2.5 Technical Issues on Your End

If you cannot access your report due to:

• Email spam filters blocking our messages
• Internet connectivity issues
• Browser compatibility problems
• Lost report URL

No refund is available. However, contact us and we'll happily resend your report link or help troubleshoot access issues.

3. How to Request a Refund

Step 1: Contact Us

Submit a refund request through our contact form or by emailing hello@motorbikecheck.com with:

• Subject: Refund Request
• Registration: The registration you purchased a report for
• Email: The email address used for your order
• Reason: Brief explanation (e.g., "charged twice")

Step 2: We Review Your Request

We will review your refund request within 24-48 hours (typically much faster). We will:

• Verify your purchase in our system
• Check the report status and contents
• Determine eligibility based on this refund policy
• Email you our decision with explanation

Step 3: Refund Processing

If approved:

• Refunds are processed via Stripe to your original payment method
• You'll receive a confirmation email
• Refunds appear on your card statement within 5-10 business days (bank-dependent)

Time Limit

Refund requests must be made within 30 days of purchase. After 30 days, we cannot guarantee refund availability (though we'll consider requests on a case-by-case basis).

4. Questions About Refunds?

If you're unsure whether your situation qualifies for a refund, or have any questions about this policy, please contact us before requesting a formal refund.

We're here to help and will work with you to find a fair solution.