Refund Policy

Our Service Guarantee

RecallClear sells a single product: a £1.99 UK vehicle safety recall check. We are unusually confident about refunds for it because the underlying recall lookup either returns a result or it doesn't. There's no ambiguity. If we can't produce a report, you get your money back automatically.

Important: a report that says "no open recalls found" is a successful result. That is the answer you paid us to look up, and it is genuinely useful information, particularly if you're buying a used vehicle.

1. Automatic Refunds

You will receive an automatic full £1.99 refund (no email or form needed) in the following scenarios.

1.1 Data provider failure or timeout

Our system gives the recall data provider a strict time budget. If they don't come back in time, return an error, or are unreachable, we treat the check as failed and refund automatically. This includes:

• Upstream provider outage or maintenance window
• Network or API connectivity failure
• Provider response timeout (we cap each lookup at a few seconds)
• Malformed or invalid response from the provider

Result: we mark the order as failed, issue a Stripe refund, and email you so you know.

1.2 Registration not found

The registration mark you supplied is not recognised by DVSA / SMMT. This typically means:

• Typo or transposed character in the plate
• Recently issued plate not yet propagated into recall databases
• Vehicle is not UK-registered (e.g. imported and not yet on UK records)
• Plate is invalid or does not exist

Result: automatic full refund of £1.99.

2. Manual Refunds on Request

These cases need a quick email to hello@recallclear.co.uk but are normally approved on the same day.

2.1 Duplicate purchase

You accidentally paid for the same check more than once within a short window. We'll refund the duplicate charge(s) while you keep access to one report.

2.2 Incorrect registration entered by us

We processed a registration different from the one you submitted at checkout (e.g. a normalisation bug on our end). Full refund, and we'll re-run the correct check at our expense if you'd like.

3. No Refund Cases

We cannot offer refunds in the following situations:

3.1 Report generated successfully

If we successfully generated your report, no refund applies, including when the report shows no open recalls. That is a valid, useful answer to the question you paid us to ask, particularly when buying a used vehicle. The check has been delivered.

3.2 User error (incorrect registration)

If you entered the wrong registration and we successfully ran a check for that registration, no refund is available. We provided the service correctly based on the plate you submitted.

Prevention tip: double-check the plate against the V5C logbook before paying. UK plates are 2–8 alphanumeric characters and the registration shown at checkout is the one we'll query.

3.3 Change of mind after viewing

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

At checkout you expressly request immediate performance of the service and acknowledge that this waives your statutory right of cancellation under the Consumer Contracts Regulations 2013 once the report has been delivered.

3.4 Misunderstanding of product scope

RecallClear checks UK manufacturer safety recalls only (combined DVSA + SMMT data). If you expected:

• MOT history or service history
• Outstanding finance, write-off or stolen-vehicle data
• Mileage history or vehicle valuation
• Whether a recall has been remedied on this specific vehicle (held by the franchised dealer, not the recall database)

This does not qualify for a refund. Please read the product description and our Terms before purchasing.

3.5 Technical issues on your end

If you cannot access your report because of:

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

No refund is available, but contact us and we'll resend your report link or help troubleshoot access. Your report stays accessible at its unique URL.

4. How to Request a Manual Refund

Step 1: Contact Us

Email us at hello@recallclear.co.uk or use our contact form with:

• Subject: Refund Request
• Registration: the number plate you ran the check for
• Email: the email address used for your order
• Reason: a brief explanation (e.g. "duplicate purchase")

Step 2: We Review Your Request

Our team 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 from Stripe
• 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).

5. 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.