Contact us promptly
If you need to cancel or entered an incorrect VIN, contact support with your order number as soon as possible. We will check whether preparation has begun before confirming the available options. Do not place a replacement order until support has reviewed the original request.
Before preparation
Cancellation requests received before preparation begins can be reviewed for cancellation and refund. An order is not cancelled until support confirms it. Pending or failed payments are separate from a confirmed charge; your payment provider may show a temporary authorization.
After preparation or delivery
Because a report is prepared for a specific VIN, cancellation may no longer be possible after work begins. If the report cannot be delivered, a duplicate charge occurred or you believe there is a material service issue, contact support for review. A report with few available records is not automatically evidence of a processing error.
Approved refunds and credits
Approved refunds are processed using the original payment method where supported. Timing depends on the payment provider. A refund suspends report access and unused credits for the order while support resolves its final disposition. This includes partial refunds; contact support before requesting one if other credits remain.
Your rights
We assess requests based on the order, preparation status and applicable consumer rights. This policy does not limit rights that cannot lawfully be excluded. Use the Contact page to ask about a particular order.