Refund Policy

1. The Guarantee

All purchases of CarMate audit credits are covered by our 30-day money back guarantee. If you're not satisfied, contact us within 30 days of your purchase date and we'll make it right.

This guarantee is offered in addition to your statutory rights under UK consumer law.

2. Refund Tiers

The refund amount depends on how many credits have been used at the time of your request:

3. How to Claim

Email us at support@car-mate.co.uk with the following:

• The email address on your CarMate account
• Your order reference (found in your confirmation email or account page)
• A brief description of the issue

4. What We Need from You

For unused credits, no explanation is required. We'll refund without question.

For used credits, a brief description of what went wrong is helpful. Not only does it support your claim, it helps us improve the product for everyone. We're a small team and we genuinely read every message.

5. First Audit Free

Before any purchase is required, every new account receives one full audit completely free. No card details needed. This means you can verify the quality and usefulness of CarMate reports before spending anything.

Credits purchased after using your free audit are therefore made with direct knowledge of what the product delivers.

6. Abuse and Bad-Faith Claims

We approach every refund request in good faith and ask the same in return. We reserve the right to decline requests where:

• All purchased credits were successfully redeemed and complete reports delivered
• The request appears to be made in bad faith — for example, all credits used in quick succession followed immediately by a refund claim with no stated issue
• An account has made multiple refund claims across separate purchases

This policy exists to protect against misuse, not to catch genuine customers out. If you have a real problem, reach out — we'll sort it.

7. Your Statutory Rights

Nothing in this policy limits your statutory rights under UK consumer law, including the Consumer Rights Act 2015. For digital content purchased for immediate delivery (such as an audit report), the statutory right to cancel may not apply once delivery has begun with your acknowledgement. Our guarantee is provided above and beyond these statutory rights as a gesture of confidence in our product.

8. Changes to This Policy

We may update this policy from time to time. The version in effect at the time of your purchase applies to that purchase. Material changes will be communicated via email or a notice on our website.

9. Contact

For refund requests or questions about this policy: