Refund Policy
Last updated: 10 April 2026
This Refund Policy applies to all paid services provided by Sorted Cars Ltd ("we", "us", "our") through sortedcars.co.uk. We comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of purchase during which you may cancel your order and receive a full refund.
2. Digital Content Exception
Our paid services (SortedCheck reports and SortedInspect AI reports) are digital content that is generated and delivered immediately upon purchase. Under Regulation 37 of the Consumer Contracts Regulations 2013, you lose your right to cancel once digital content has been delivered, provided that:
- You gave your express consent to begin delivery immediately; and
- You acknowledged that you would lose your cancellation right once delivery began.
Both consents are captured at checkout before your payment is processed. If you gave these consents and your report has been generated and delivered, you are not entitled to a refund under the cooling-off period.
3. When You ARE Entitled to a Refund
You are entitled to a full refund in the following circumstances:
- Report not delivered: If you paid for a report but it was not generated or delivered to you due to a technical error on our part.
- Faulty digital content: If the report is materially defective (e.g., contains data for the wrong vehicle, is blank, or is corrupted). Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described.
- Duplicate purchase: If you accidentally purchased the same report twice for the same vehicle within a short period.
- Before delivery: If you cancel before the report has been generated, you will receive a full refund regardless of consent given.
4. When You Are NOT Entitled to a Refund
- The report was successfully delivered and you simply changed your mind.
- The vehicle data returned "clean" results (no finance, not stolen, etc.) — a clean report is a valid report.
- You disagree with the findings but the data was accurately sourced from our third-party providers.
- You purchased the wrong tier — if the report was delivered, the service has been fully performed.
5. Refund Summary
| Scenario |
Refund? |
| Report not delivered (technical error) | Full refund |
| Wrong vehicle data in report | Full refund or replacement |
| Duplicate purchase | Full refund of duplicate |
| Cancel before report generated | Full refund |
| Report delivered, changed mind | No refund |
| Clean report (no issues found) | No refund |
| Disagree with third-party data | No refund |
6. Data Guarantee Claims
The Data Guarantee included with Protected tier SortedCheck reports is separate from this Refund Policy. If you believe the data in your report was materially inaccurate and you have suffered a financial loss as a result, please refer to the Data Guarantee section in our Terms & Conditions.
7. How to Request a Refund
To request a refund, please email support@sortedcars.co.uk with:
- Your name and email address used for the purchase
- The report reference number or vehicle registration
- The reason for your refund request
We will review your request and respond within 5 working days. If your refund is approved, it will be processed to your original payment method within 14 days.
8. Marketplace Transactions
We are not a party to transactions between buyers and sellers on the Marketplace. Refunds for vehicle purchases must be arranged directly between the buyer and seller. We cannot process refunds for vehicle sales.
8a. Seller Verification Fee Refunds
The verification fee paid by sellers covers identity and provenance checks (Persona, DVLA, DVSA MOT, OneAutoAPI / Experian). We pay each upstream provider per vehicle whether or not the vehicle can be listed. Specific refund rules:
- Stolen vehicle or Category A/B write-off — non-refundable. Where checks confirm the vehicle is recorded as stolen on the Police National Computer or as a Cat A or Cat B insurance write-off, the verification has been performed in full and the fee is not refundable. Cat A and Cat B vehicles cannot legally be sold; no listing will be created. You may request the verification result so you can resolve the issue directly with DVLA, your insurer, or the police.
- Persona Government ID / Selfie declined before V5C check — 50% refund. If Persona declines you at the identity stage and we never reach the V5C document check, we will refund 50% of the verification fee to your original payment method within 7 working days. The retained 50% covers the Persona inquiry cost we have already paid.
- Cancel before any check runs — 100% refund. Under CCRs 2013 you have 14 days from payment to cancel. If you cancel before opening the verification flow (so no Persona inquiry, DVLA, MOT, or OneAutoAPI call has been made), we refund the fee in full. Email support@sortedcars.co.uk with your verification ID to cancel.
- System error. If our system fails to perform the verification you paid for, you are entitled to a full refund under the Consumer Rights Act 2015.
Before payment we ask you to actively confirm (a) that you understand the hard-block clause is non-refundable and (b) that you waive your 14-day cooling-off right because verification starts immediately. Both confirmations are timestamped on your verification record (CCRs 2013 reg. 36).
9. Your Statutory Rights
Nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.
10. Contact Us
If you have any questions about this Refund Policy: