Refunds Policy

MotorSnoop Refunds Policy. Version 1.2. Last updated: 10 October 2026.

This policy explains when you pay nothing, when we refund you, and how. It sits alongside our Terms of Service, mainly sections 4 to 7. If this policy and the terms say different things, the one that is better for you applies.

The short version

• When you pay, your card is only held. If we cannot complete your report, we release the hold and you pay nothing.
• If your report failed or was wrong because of our error, or your link never reached you, we refund you in full.
• If you tell us within 14 days of purchase that the report was not useful to you, we will refund you.
• A person issues every refund, to the card you paid with.
• Email hello@motorsnoop.com. A person reads every message and replies within two working days.

When you pay nothing

When you pay, Stripe places a hold for £14.99 on your card. We take the payment only once your report has been built. If we cannot complete it, for example because a data source is unavailable or holds no record for the registration, we release the hold. You do not need to do anything. Your bank may take a few days to remove the hold from your statement.

If you do not finish paying within 60 minutes of starting checkout, the checkout lapses and nothing is held or charged.

You can cancel before delivery begins. Delivery begins when we start building your report, which is as soon as Stripe confirms the hold on your card, so this window is very short. If you email us before then, we will cancel your order and release the hold.

When we refund you in full

• Your report failed or was wrong because of our error. Each check is a fresh, paid look-up against the records, so we put this right by refunding you in full. We will also tell you what went wrong.
• Your link never reached you. If our email with your link does not reach you, tell us and we will refund you in full. If our system tells us that the email could not be sent, we will refund you in full without you having to ask. We cannot send a replacement link, because we store only a scrambled fingerprint of it.
• We end your access through no fault of yours. If we end your access to a report you paid for and you have not broken our terms, we refund you in full.
• Something outside our control. If something outside our reasonable control, such as the failure of a data source, stops your report after you were charged, we refund you in full.

The 14-day promise

If you tell us within 14 days of purchase that the report was not useful to you, we will refund you. You do not have to give a reason, although it helps us improve.

This promise goes further than the law requires. We may decline a refund under it where requests look like misuse, for example repeatedly buying reports and then asking for refunds. That limit never affects the refunds above or your legal rights.

What is not a fault in a report

A report that accurately sets out unwelcome records is doing its job. A report is also not faulty because the records changed after the check date, or because a register recorded something wrongly, late or incompletely and the report accurately set out what the register showed. The 14-day promise may still give you a refund in these cases.

If you think a fact in your report is wrong, email us and tell us which one. A person will review it and reply. If the error was ours, we refund you in full.

How refunds are paid

A person issues every refund, to the card you paid with, within two working days of agreeing it. We cannot refund to a different card or account. Banks and card providers usually take five to ten working days to show the money.

Your right to cancel and your legal rights

At checkout you ask us to deliver your report straight away, and you confirm that you give up your 14-day right to cancel under the Consumer Contracts Regulations 2013 once delivery begins. That is why the 14-day promise above is our own promise, not a legal right.

Your rights under the Consumer Rights Act 2015 are not affected. Your report must be as described, of satisfactory quality and fit for its purpose, and we must use reasonable care and skill in producing it. Citizens Advice can explain your rights.

Card disputes

You can always raise a dispute with your card provider. While a dispute about a payment is open, we suspend access to the report it paid for. If the dispute is closed in our favour, access returns for the rest of the 180-day link period. If the payment is reversed, access does not return. We would rather put things right directly, so please email us first.

Contact and complaints

Email hello@motorsnoop.com, or write to MOTORSNOOP LTD, 167-169 Great Portland Street, London, England, W1W 5PF. Tell us the email address you used and roughly when you bought, so that we can find your order. A person reads every message and replies within two working days, with a full response to a complaint within 14 days.

We are not a member of an alternative dispute resolution scheme. For free, independent advice, you can contact Citizens Advice in England and Wales, Advice Direct Scotland in Scotland, or Consumerline in Northern Ireland.

Version 1.2, effective 10 October 2026.