Refund Policy

At TrackVIN, customer satisfaction is our top priority. We are committed to providing accurate, comprehensive vehicle history reports that help you make informed decisions. This refund policy outlines the terms and conditions under which refunds are processed.

1. Refund Eligibility

Eligible for Full Refund

You are eligible for a full refund if:

• Report Not Delivered: Your report was not delivered within 24 hours of purchase
• Technical Issues: Technical problems prevented you from accessing your report
• Incorrect VIN: You accidentally entered the wrong VIN and contacted us within 2 hours of purchase
• Duplicate Purchase: You accidentally made multiple purchases for the same VIN
• Service Unavailable: Our service was unavailable for your specific vehicle type or region
• Data Quality Issues: The report contains significantly incomplete or inaccurate core information
• Billing Errors: You were charged incorrectly due to a system error

Partial Refund Eligibility

You may be eligible for a partial refund if:

• Limited Data Available: The report contains less information than typically expected due to limited records
• Delayed Delivery: Your report was delivered between 24-48 hours after purchase
• Minor Technical Issues: You experienced minor difficulties accessing your report but were eventually able to download it

2. Non-Refundable Situations

Refunds will not be provided in the following situations:

• Buyer's Remorse: Changing your mind after receiving a complete and accurate report
• Negative Information: The report contains unfavorable information about the vehicle
• Expected Information Missing: Specific information you hoped to find is not available in public records
• After 30 Days: Refund requests made more than 30 days after purchase
• Report Already Used: The report was used for its intended purpose (vehicle purchase decision, insurance claim, etc.)
• Fraudulent Requests: Requests determined to be fraudulent or abusive
• Violation of Terms: Your account was terminated for violating our Terms of Service
• Third-Party Disputes: Issues arising from disputes with third parties (dealers, sellers, etc.)

3. How to Request a Refund

Step 1: Contact Customer Support

To request a refund, contact our customer support team within 30 days of your purchase:

Step 2: Provide Required Information

When requesting a refund, please include:

• Your order ID or transaction number
• Email address used for the purchase
• VIN number of the vehicle
• Detailed reason for the refund request
• Any supporting documentation or screenshots
• Preferred refund method (original payment method or store credit)

Step 3: Review Process

Our customer support team will review your request within 2-3 business days. We may contact you for additional information or clarification. Once approved, refunds are processed according to the timeline below.

4. Refund Processing Timeline

Refund Methods and Timeframes

5. Special Circumstances

Chargeback Protection

If you initiate a chargeback with your credit card company or bank without first contacting us, we reserve the right to dispute the chargeback and provide evidence of service delivery. Please contact us directly before initiating any chargeback proceedings.

Promotional Offers and Discounts

Refunds for purchases made with promotional codes or discounts will be processed for the amount actually paid, not the original full price. Store credit may be offered in lieu of cash refunds for heavily discounted purchases.

Bulk Purchases

For bulk purchases or enterprise accounts, refund terms may vary. Please refer to your specific agreement or contact our business support team for details.

6. Store Credit Alternative

As an alternative to cash refunds, we may offer store credit that can be used for future purchases. Store credit offers several advantages:

• Immediate processing (no waiting for bank transfers)
• Never expires
• Can be used for any future vehicle report
• May include bonus credit (case-by-case basis)
• Transferable to other users with our approval

7. Dispute Resolution

Internal Review Process

If your initial refund request is denied, you may request an internal review by our management team. This review will be conducted by a different team member and completed within 5 business days.

External Mediation

For disputes that cannot be resolved through our internal process, we participate in third-party mediation services. Contact us for information about available mediation options.

8. Changes to This Policy

We reserve the right to update this refund policy at any time. Changes will be posted on this page with an updated "Last modified" date. Significant changes will be communicated to customers via email.

Policy changes will not affect refund requests for purchases made before the change date. Your continued use of our service after policy changes constitutes acceptance of the new terms.

9. Customer Support

Our customer support team is here to help resolve any issues you may have. Before requesting a refund, we encourage you to contact us to see if we can resolve your concern in another way.

Support Options

10. Legal Compliance

This refund policy complies with applicable consumer protection laws including:

• Federal Trade Commission (FTC) guidelines
• State consumer protection laws
• Credit card company requirements
• PayPal seller protection policies

If you believe we have not complied with applicable laws, you may file a complaint with the appropriate regulatory authority in your jurisdiction.