Withdrawal and refunds

The general rule is art. 52 of the Italian Consumer Code: fourteen days to change your mind, no reason required. For digital content supplied without a tangible medium there is an exception, in art. 59(1)(o), which applies only where three cumulative conditions are met.

The three conditions are cumulative. Miss one and the exception fails: the consumer keeps the right of withdrawal in full, over a Report they have already read. That is why the purchase flow runs in the order described in clauses 2, 3 and 4 rather than in a more convenient order.

One checkbox, unticked by default, separate from acceptance of the terms and of the privacy notice, placed immediately above the order button. Until you tick it the order cannot be submitted. We do not use implicit "by continuing you agree" constructions: the law requires express consent and a separate acknowledgement, which means a deliberate affirmative act.

We store the literal text you were shown, not an identifier pointing to it: the version, the date and time, the language, the state of the checkbox before submission, the order-button label and the confirmation email identifier. If we ever have to prove what you read, we must be able to produce the exact string.

Any change to this text carries a new version number. Earlier orders stay bound to the version in force when they were placed, and the consent log is never edited after the fact.

The text is published here in Italian and in English so you can read it before you reach the checkout, and not only at the moment you are about to pay.

The button that submits your order reads "Ordine con obbligo di pagare" — in English, "Order with obligation to pay". This is not a styling choice: art. 51(2) of the Italian Consumer Code requires the button to bear, in easily legible form, only those words or a correspondingly unambiguous formulation.

Immediately above the button we show the information required by art. 49(1)(a), (e), (n-bis), (q) and (r): what the service includes, the total price inclusive of VAT, any commercial guarantee, the duration of the contract and the minimum duration of your obligations. Since we sell one-off purchases, the answer to the last two is the same: the contract ends when the purchased Reports have been supplied, and there is no recurring obligation.

The payment itself then happens at Stripe. The contract, however, is concluded on our page, with our button: that is where the obligation to pay is communicated to you unambiguously.

Art. 51(7) requires the confirmation of the contract to be provided on a durable medium within a reasonable time and, for services, before performance begins. For an instant Report, "performance begins" at the moment the Report is generated and made available. The confirmation must also reproduce the prior express consent and the acknowledgement of the loss of withdrawal (point (b)).

So the order of operations at checkout is this, and it cannot be reversed:

1. 1the payment succeeds;
2. 2we record the consent, keeping the literal text;
3. 3we send the confirmation email, reproducing that text and the order details;
4. 4only then is the Report generated and unlocked.

If the mail service does not accept the message, the Report is held with a notice rather than delivered. We show you the content of the confirmation on screen at the same time, so you have an immediate copy of it.

You may withdraw within fourteen days of purchase, without giving a reason, in respect of every Report you have bought and not yet generated. An unused credit has not been "supplied", so the art. 59 exception does not touch it. This is the point almost every seller of credit packs gets wrong.

We refund the value of the unused Reports within fourteen days of receiving your withdrawal notice, using the same payment method you used, at no cost to you (art. 56(1)).

If you bought a discounted pack and have already generated one or more Reports, the refund on the remaining credits is calculated by charging the Reports you did use at the single-report list price, and the difference is retained. Otherwise someone who uses two Reports out of a pack of five and then withdraws would get the bulk rate on a retail quantity.

We retain no administrative fee. Art. 56(1) requires reimbursement of all payments received, and a deduction beyond the value of what was actually supplied would risk being an unfair term under art. 33.

Credits do not expire: they stay in your account with no maintenance charge. An expiry date would be a time-limited obligation imposed on you and could be assessed as an unfair term.

For Reports you have already generated the right of withdrawal does not apply, under art. 59(1)(o) of the Italian Consumer Code and Art. 16(m) of Directive 2011/83/EU, because you expressly asked us to begin supply immediately and acknowledged that you would thereby lose that right.

A Report counts as generated once it has been produced and made available in your account, whether or not you opened or downloaded it. That is the moment the credit is consumed and the moment performance, as a legal matter, began.

None of this affects your statutory rights concerning the conformity of digital content, set out next, or the commercial guarantee in clause 8.

If a Report is not delivered, is not readable, relates to a vehicle other than the one you requested, or contains errors attributable to vincode, you are entitled to the remedies in arts. 135-octies ff. of the Italian Consumer Code, implementing Directive (EU) 2019/770 on the supply of digital content.

• free regeneration of the Report, which in our case is how conformity is restored;
• failing that, or if it does not happen within a reasonable time, a proportionate price reduction;
• or termination of the contract with a full refund.

These rights are independent of the right of withdrawal and are not limited by the waiver we asked for at checkout. No clause of our terms can exclude them, and a clause that purported to would be void.

This category covers a VIN decoding error on our side, a Report about a different vehicle, a section reporting a data point the source contradicts. It does not cover a correct Report whose findings you did not like: see clause 11.

If a generated Report contains no information in any of the substantive categories we advertise for the vehicle's country, we refund that Report in full on request within thirty days — even though it has already been generated, and even though the right of withdrawal no longer applies.

This is a commercial guarantee we grant ourselves, in addition to your statutory rights and not in place of them. The reason is simple: an empty Report cost you money and told you nothing you did not already know. The leading competitor refunds only unused reports, and this is a difference we chose deliberately.

Be clear about what it means. A Report showing consistent odometer readings, no recorded claims and no theft report is not an empty Report: it is a Report with a finding, and it is the finding you were hoping for. The guarantee covers the different case where no category returned any data at all.

These cases need no legal analysis. They are mistakes, and we fix them.

• Duplicate charge: we refund the duplicate in full, normally within one working day of you telling us.
• Payment succeeded and the Report never arrived: we regenerate the Report or refund in full, your choice.
• A credit you cannot use because of a prolonged outage: we refund the credit.
• A charge you do not recognise: write to us before opening a dispute with your bank. If the charge is not yours we refund it anyway, and your report helps us block the fraudulent use of the card.

Write to [email protected] quoting your order number. A clear statement of your decision to withdraw is enough: no particular form of words is required. You may also use the model withdrawal form in Annex I, Part B of the Italian Consumer Code, but you are not obliged to.

We acknowledge receipt on a durable medium without delay. The burden of proving that you exercised the right is yours, and our acknowledgement serves that purpose too.

We refund within fourteen days of receiving your notice, using the same payment method you used unless you agree otherwise, at no cost to you. The refund is issued through Stripe: how quickly it reaches your account or card then depends on your bank, typically five to ten working days.

We would rather be explicit about this too, because a refund policy that never says no is not a policy.

• A correctly generated Report whose findings you did not like. If a vehicle comes back clean, the Report worked.
• A Report that returned data, just not the data you were hoping to find.
• A purchase where you asked for immediate delivery, received the Report and then changed your mind. That is exactly the case the waiver in clause 2 covers.
• A Report generated against a VIN you mistyped. We show you the decoded vehicle before payment precisely to avoid that. If the decoding is ours and it is wrong, the case falls under clause 7.

In all of these cases the statutory remedies remain available where their conditions are met, and we assess each case on its facts rather than applying an automatic rule.

The Italian Consumer Code protects consumers against the seller's own mistakes, and it is worth knowing what that protection is. If we failed to give you the withdrawal information required by art. 49(1)(h), the withdrawal period is not fourteen days: it extends to twelve months plus fourteen days (art. 53(1)). If we supply that information late, within those twelve months, the period ends fourteen days after you receive it (art. 53(2)).

In addition, under art. 57(4), you bear no cost at all for digital content already supplied where your express prior consent is missing, where the acknowledgement of the loss of withdrawal is missing, or where the confirmation required by art. 51(7) is missing.

We write this here, on a page about our own refunds, because it is the most direct way to show that the purchase flow is built around these rules rather than against them. A seller who ignores them risks a customer reading the report and withdrawing eleven months later owing nothing.

If a refund request is refused we explain in writing why, and on what legal basis. If you disagree, the complaint routes described in the terms of service remain open: the alternative dispute resolution bodies under arts. 141 ff. of the Italian Consumer Code, conciliation through the Chambers of Commerce and, for cross-border disputes, the European Consumer Centre Italy.

The EU ODR platform is no longer usable: it was shut down on 20 July 2025 and it may no longer be referenced on traders' websites.