Refund and Cancellation Policy
At carsDNA.com, we provide digital vehicle history reports. Due to the nature of digital content, which is delivered instantly and available for immediate use upon purchase, we do not offer refunds or exchanges for change of mind.
No Change of Mind Refunds
In accordance with our Terms of Services, once a Report has been delivered to your email address or accessed through our website, it is considered "used." As such, we do not provide refunds or exchanges if you change your mind, no longer require the report, or purchased it by mistake.
Non-Delivery of Reports
If you do not receive your purchased Report within 24 hours of completing your purchase, please:
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Check your junk, spam, or "Promotions" folders.
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Ensure the email address provided at checkout was correct.
If you still cannot locate your Report, you must notify us at support@carsdna.com within 48 hours of purchase. If non-delivery is verified due to a technical error on our part, we will re-supply the Report to you. A refund will only be provided if the Report cannot be supplied at all and no other remedy is reasonably available.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantees or rights you may have under the Australian Consumer Law (ACL).
Under the ACL, you are entitled to a replacement or refund for a "major failure" of a service. For digital reports, a failure may include:
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The Report being completely unavailable for download due to a permanent system fault.
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The Report containing fundamental data errors that make it unfit for its intended purpose (subject to the limitations of Third-Party Data as outlined in our Terms).
Because our reports are generated using Third-Party Data, we do not warrant the absolute accuracy or completeness of the data provided by external sources. A refund will not be issued based on the absence of specific records (e.g., if a vehicle has no recorded accident history) as the report is a true reflection of the data currently available in the databases we access.
How to Contact Us
If you believe there is a major failure with the service or have questions regarding your order, please contact our support team:
Email: support@carsdna.com
Trading Name: Asset Security Search Pty Ltd (trading as carsDNA.com)
