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
If your request is approved, you can choose one of the following remedies:
- Unused Report credit added to your account (an "Unused Report"), or
- Refund to the original payment method.
Please tell us which option you prefer when you submit your request.
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. -
Report with no historical records
If the delivered Report contains no historical records (i.e., not one history events/entries) and only includes VIN decoding, specifications, or other descriptive vehicle data, we will review your request to provide a fair remedy. -
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:
- Chargeback/dispute already refunded by your bank: If your bank or payment provider has already issued a refund/credit for the transaction (including via a chargeback/dispute), we cannot issue an additional refund for the same transaction.
- 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 do not recognize a charge or believe there is a billing error, you agree to contact Support first so we can promptly investigate and resolve the issue. Nothing in this section limits your statutory rights; however, initiating a chargeback/dispute before contacting us may delay 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.