Effective Date: February 25, 2026
This Refund Policy explains when FAXVIN may provide a refund or other remedy for digital products purchased on FAXVIN (the "Services"), including Vehicle History Reports and report packages ("Reports"). This policy is part of, and should be read together with, our Terms and Conditions. If there's a conflict, the Terms control.
1) Request window
You must submit a refund/remedy request within 14 days of the Report purchase. Requests submitted after 14 days are not eligible.
2) How we refund
Depending on the case, we may provide one of the following remedies:
- Unused Report credit added to your account (an "Unused Report"), or
- Refund to the original payment method.
The remedy type is determined by FAXVIN based on the situation and feasibility.
3) When we refund
A refund or remedy may be approved in the following situations:
-
Report not provided (technical failure / error / site unavailability)
You paid, but we did not provide access to the Report due to a technical issue (e.g., processing error, delivery failure, or site unavailability) and we cannot restore access within 24 hours after you contact Support. -
"Absolutely empty" Report (0 records)
If the delivered Report contains no records at all (zero items/entries), we may issue a remedy after verifying the order details and confirming that the Report was generated correctly for the VIN. -
Duplicate purchase / duplicate charge
You were charged twice or purchased the same Report twice for the same VIN and same product. We will correct the duplicate. -
Other cases (case-by-case)
In all other situations, we may review and resolve requests case-by-case at our discretion.
4) When we cannot process a refund
We cannot process a refund/remedy request in the following situations:
- Open chargeback/dispute: If you have initiated a chargeback/dispute with your bank or payment provider, we generally cannot process a separate refund request while the dispute is open. Please contact your bank/payment provider to close the dispute, then send us confirmation and we will review your request under this Refund Policy.
- Requests after 14 days: If more than 14 days have passed since the purchase date, the request is not eligible.
5) Processing times
- Decision time: within 48 hours (excluding weekends and holidays) after we receive your request and the necessary details.
- Unused Report credit: issued immediately after approval.
- Refund to original payment method: may take up to 10 business days after approval, depending on the payment processor and your bank. It is often faster, but timing ultimately depends on your bank's posting processes.
6) How to request a refund or remedy
Submit a written request via either:
- Contact form
- Email: support@faxvin.com
Please include:
- Transaction ID
- VIN (and the product purchased)
- Date of purchase and payment method
- A short description of the issue
- Screenshots or error messages (if applicable)
7) Chargebacks and disputes
If you don't recognize a charge or believe there is a billing error, we recommend contacting Support first so we can investigate quickly and offer the fastest resolution.
If you have initiated a chargeback/dispute, please note we generally pause refund/remedy processing while the dispute is open. Once the dispute is closed, you can send us confirmation and we will review your request under this Refund Policy.