Cancellation within 14 days of ordering
For products ordered online, a customer has the right to cancel an order within 14 days during 'cooling off'. However, we always aim to start work well within this period known as the 'cancellation period', with some services even being same-day. Therefore, we ask our customers to authorise us to start work immediately (within the statutory 'cooling off period'). If we feel the need to obtain written permission, the customer will be asked to sign a special agreement authorising us to begin work immediately. This means that if we begin work and complete the order within the 14 days, if you decide to cancel under the cooling off principle, you may not get all or any of your payment refunded.

Cancellation after receiving an end product or completion of service (certain products)

The Consumer Contracts regluations or 'Distance Selling' regulations state that a customer may send back a product or cancel a service after receipt unless the customer was given a terms of refund statement during the order process in a durable format (sent by email or by post) which may apply terms to the cancellation period.


Exemption of products and services that are bespoke or custom-made to order

Where our services are bespoke or custom-made documents, we may not offer customers a 30 day cancellation period following receipt, for a full refund. Several of our services, such as 'ICOC', '5 STAR SERVICE', 'Service Number 1', 'Manufacturer's CoC', 'NOVA clearance', involve the provision of custom-made documents created only for a specific vehicle at a specific time, and therefore cannot be accepted back in to 'stock' for resale. These products may be classed by us as exempt from the right to cancellation once the order process is complete.

This does not affect the statutory rights of a customer regarding faulty goods, as follows.  

Faults, in the case of documents issued by us

 If a mistake is found or any error that needs correcting in the data shown on the document, we will make this correction free of charge and within a reasonable amount of time. We ask our customers to give us this time to rectify a mistake, rather than request a refund. This does not affect the customers' statutory rights.

However, we will not add extra or additional information free of charge deemed by a customer as necessary for his/her purposes or 'nice to have' and this will be charged as an extra administrative fee, quoted on request and before such work shall commence.