Refund Policy

DiaCars Refund & Returns Policy

Effective Date: 14 August 2026

1. About This Policy

This Refund & Returns Policy explains how cancellations, returns and refunds are handled for products and services supplied through DiaCars, including vehicle information reports, other digital services, physical goods, DiaCars Balance and Top Ups.

DiaCars is operated by AVERLANE LTD, a company registered in England and Wales under company number 16648869, with its registered office at 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX.

This Policy forms part of, and should be read together with, the DiaCars Terms and Conditions. Nothing in this Policy excludes, restricts or replaces any consumer right that cannot lawfully be excluded or restricted. If mandatory consumer law applicable to you provides greater rights than this Policy, those mandatory rights will continue to apply.

2. How to Request a Cancellation, Return or Refund

To request a cancellation, return or refund, contact us at info@diacars.com or use any refund or support function made available through your DiaCars account.

Please provide enough information for us to identify the relevant transaction, such as your name, account email address, order number, VIN where relevant, Top Up reference and a short description of the reason for your request. For payment-related refunds, we may request reasonable verification of identity or the original payment method to prevent fraud and unauthorised refunds.

For statutory cancellation of an eligible physical-goods order, you may use any clear statement showing that you wish to cancel. You are not required to use the model cancellation form at the end of this Policy, although you may do so.

3. Vehicle Reports and Other Digital Services

3.1 Immediate Supply and Change-of-Mind Cancellations

Vehicle reports are digital products or services that are normally generated and supplied electronically shortly after payment is confirmed. Where required by applicable law, before immediate generation begins we will ask you to request immediate supply and acknowledge the effect that immediate supply or performance may have on any statutory cancellation right.

Once a report has been successfully generated and made available using the VIN supplied by you, we do not normally provide a refund merely because you changed your mind, no longer need the report, purchased a report for the wrong vehicle, or expected the report to contain a particular record or event. This rule applies only to the extent permitted by law and does not affect remedies for non-conforming, defective or undelivered digital content or services.

If generation has not yet started and we are able to stop fulfilment, we may cancel the order and refund the amount paid. Any statutory cancellation right that applies will be honoured in accordance with applicable law.

3.2 Incorrect VIN Entered by the Customer

You are responsible for checking the VIN before placing an order. If the report has already been generated for the VIN that you submitted, entering the wrong VIN does not normally create a right to a refund. If you contact us before generation begins, we will make reasonable efforts to correct or cancel the order where technically possible.

If the wrong VIN or wrong report is generated because of an error attributable to DiaCars, we will provide an appropriate remedy, which may include re-performance, replacement access or a refund.

3.3 Non-Delivery, Technical Failure and Report Problems

Please contact us if a report is not delivered, cannot be accessed because of a technical failure, is duplicated or charged incorrectly, or otherwise appears not to have been supplied as agreed.

Depending on the circumstances and your statutory rights, we may re-perform the service, restore access, provide a replacement report, correct the charge, reduce the price or issue a refund. We may first take reasonable steps to investigate and remedy a technical problem where the law allows this.

Vehicle-report coverage depends on third-party databases, public records and other external sources. The absence of an expected record, accident, mileage entry or other item does not by itself establish that the report is technically defective. This does not affect your rights if the report or service fails to conform to the contract or to mandatory legal requirements.

4. DiaCars Balance and Top Up Refunds

4.1 No Automatic Withdrawal

DiaCars Balance does not have an automatic cash-out or withdrawal function. If you want us to return unused paid Balance, you must submit a refund request. A refund request is reviewed separately and is not a transfer facility or an on-demand withdrawal right.

4.2 Requests for Unused Paid Balance

We may refund unused paid DiaCars Balance to the extent that the relevant amount can be linked to a genuine Top Up and has not already been spent, reversed, charged back, refunded or otherwise consumed. We may delay or refuse a refund where reasonably necessary to investigate suspected fraud, unauthorised payment, abuse, a conflicting chargeback or another payment dispute, except where applicable law requires the refund to be made.

If a Top Up has been partly spent, only the remaining eligible paid portion can normally be considered for a Top Up refund. Promotional, bonus, goodwill or other non-paid credit is not redeemable for cash unless the terms under which it was granted expressly say otherwise or applicable law requires otherwise.

4.3 Refund Method for Top Ups

Where an unused Top Up refund is approved or required, we will normally return the eligible amount to the original external payment method used to fund the Balance. We do this to reduce fraud, money-laundering risk, payment abuse and refunds to unrelated third parties.

If the original payment method is no longer available or a refund to it is technically impossible, we may request additional verification and, where lawful and appropriate, agree another refund method. We are not required to send a refund to an unrelated person or to a payment destination that cannot reasonably be linked to the original payer.

4.4 Purchases Paid Using DiaCars Balance

If an eligible purchase paid from DiaCars Balance is refunded, the refunded amount will normally be returned to DiaCars Balance because that was the payment method used for the purchase. Where applicable law requires another refund method, or where DiaCars expressly agrees otherwise, the refund may instead be returned to the relevant original external payment method after appropriate verification.

Where an order was paid using more than one payment method, any refund may be allocated between those methods in a manner that reflects the original payment flow, subject to applicable law and payment-provider requirements.

5. Physical Goods – Change of Mind

5.1 Cancellation Period

If you are a consumer who buys eligible physical goods online, you generally have a statutory right to cancel the purchase without giving a reason. Where that right applies, you must tell us that you wish to cancel within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. Different timing rules may apply to orders delivered in multiple lots or recurring deliveries.

After notifying us of cancellation, you generally have a further 14 days to return the goods, subject to any mandatory rule that applies in your circumstances.

5.2 Return Instructions and Address

Contact info@diacars.com before sending a return so that we can provide the correct return instructions and return address for the relevant product. The return address may be different from AVERLANE LTD’s registered office. Do not send goods to the registered office unless we specifically instruct you to do so.

Contacting us for return instructions does not remove or delay a statutory cancellation right that you have already exercised by a clear statement within the applicable cancellation period.

5.3 Condition and Handling of Returned Goods

You may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner broadly comparable to what would be possible in a physical shop. You are responsible for taking reasonable care of goods while they are in your possession.

Where permitted by law, we may reduce the refund to reflect a loss in value caused by handling, installation, use, damage or alteration beyond what was reasonably necessary to inspect the goods. For automotive parts or accessories, fitting or using an item may in some cases go beyond ordinary inspection and may affect its resale value. This does not affect your rights where the item is faulty, incorrectly supplied or otherwise does not conform to the contract.

5.4 Return Shipping Costs

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods where the law allows this and where you were properly informed of that responsibility. If the goods are faulty, damaged on arrival, incorrectly supplied or otherwise non-conforming, DiaCars will bear or reimburse reasonable return costs where required by law.

5.5 Refund Amount and Timing

For an eligible statutory change-of-mind cancellation, we will refund the price paid for the returned goods and the cost of the least expensive standard delivery option offered for the order, where applicable. If you selected a more expensive delivery method, the additional premium delivery cost does not normally have to be refunded.

Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first. We will make any refund due within the statutory time limit that applies, which is normally no later than 14 days after the relevant return condition is satisfied.

5.6 Exceptions to Change-of-Mind Returns

Some categories of goods are excluded from statutory change-of-mind cancellation rights. Depending on the product, exceptions may include goods made to your specifications or clearly personalised, perishable goods, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, or other categories excluded by applicable law.

Any exception applies only where the law permits it and does not remove your rights if the goods are faulty, not as described or otherwise non-conforming.

6. Faulty, Damaged, Incorrect or Misdescribed Physical Goods

Your statutory rights are separate from the change-of-mind rules above. If physical goods are faulty, damaged on arrival, not as described, not of satisfactory quality, not fit for a purpose made known to us where applicable, or you receive the wrong item, contact us as soon as reasonably possible.

Depending on the circumstances and applicable law, your remedies may include rejection and refund, repair, replacement or a price reduction. Nothing in this Policy requires you to accept store credit instead of a monetary refund where the law gives you a right to a monetary refund.

We may ask for photographs, video, serial numbers or other information that reasonably helps us identify the problem, but we will not use an unnecessary evidence request to remove or obstruct a statutory right. If a return is required for a faulty or incorrectly supplied item, we will provide appropriate return instructions.

7. Cancelling Before Fulfilment or Dispatch

If you ask to cancel before a vehicle report has started generating or before a physical order has been dispatched, contact us promptly. Where fulfilment can still be stopped, we will normally cancel the order and return the amount due. If fulfilment has already begun or completed, the sections of this Policy applicable to that type of product or service will apply.

DiaCars may also cancel an order before fulfilment where payment fails, an item is unavailable, there is an obvious pricing or listing error, or we reasonably suspect fraud or unauthorised use. If DiaCars cancels after receiving payment and no amount is otherwise lawfully due, we will return the relevant payment.

8. Duplicate Charges, Payment Errors and Unauthorised Payments

If you believe you were charged more than once, charged an incorrect amount, or a payment was made without your authorisation, contact us promptly with the transaction details. We may work with our payment provider, acquiring bank or other financial institution to investigate the transaction.

Where a duplicate or incorrect charge is confirmed, we will correct it and process any refund due. A genuinely unauthorised payment may also give you rights through your card issuer, bank or payment provider. Nothing in this Policy limits those rights.

9. Chargebacks and Payment Reversals

You may contact your card issuer or payment provider about a genuinely unauthorised or disputed transaction. We encourage you to contact DiaCars first where the issue can reasonably be resolved directly, but you are not required to give up any statutory or payment-network right to raise a dispute or chargeback.

If a payment used for a Top Up is later reversed, charged back or refunded after the corresponding DiaCars Balance has been credited or spent, we may reverse the related Balance entry or adjust the account as described in the DiaCars Terms and Conditions. We will not knowingly provide duplicate recovery for the same transaction where a refund and a chargeback both relate to the same amount.

10. Refund Method, Currency and Processing

Where applicable law requires a refund to be made using the same means of payment used for the original transaction, we will do so unless you expressly agree to another method and the law permits it. Refunds are not intentionally sent to unrelated third-party payment methods.

Once DiaCars initiates a refund, the time it takes to appear in your account may depend on the payment provider, card issuer or bank and may be outside our direct control. This does not change any statutory deadline that applies to DiaCars for issuing the refund.

Refunds are processed in the currency of the original DiaCars transaction where reasonably possible. If your bank, card issuer or payment provider performs currency conversion, the amount ultimately credited in another currency may differ because of exchange-rate movements or provider charges that DiaCars does not control. This does not reduce the amount that DiaCars is required to refund under applicable law.

11. Customers Outside the United Kingdom

DiaCars may make products or services available to customers outside the United Kingdom. This Policy is written with UK consumer rules in mind, but mandatory consumer-protection laws in your country of residence may also apply. Nothing in this Policy is intended to deprive you of mandatory rights that cannot lawfully be excluded by contract.

For international physical returns, contact us before sending the goods so that we can provide appropriate return instructions. Responsibility for direct return shipping or customs-related costs depends on the reason for the return and the mandatory law that applies.

12. Statutory Rights

This Policy provides practical information about DiaCars refund and return procedures. It does not replace your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other mandatory consumer-protection law that applies to your transaction.

Where any statement in this Policy conflicts with a mandatory legal right, the mandatory legal right takes priority.

13. Changes to This Policy

We may update this Policy from time to time to reflect changes to DiaCars, our products, payment or fulfilment arrangements, or applicable legal requirements. The current version will be published on the Website with its effective date. Changes will not retrospectively remove rights that have already arisen under applicable law.

14. Contact Us

For cancellation, return or refund requests, or questions about this Policy, contact:

AVERLANE LTD

27 Old Gloucester Street

London, United Kingdom

WC1N 3AX

Email: info@diacars.com

Phone: +371 29767933

Appendix A – Model Cancellation Form for Eligible Physical Goods

You may use this form if you wish to cancel an eligible distance contract for physical goods. Use of this form is optional; any clear statement of cancellation is sufficient where a statutory cancellation right applies.

Please do not include full card numbers, CVV/CVC codes or other unnecessary sensitive payment information in a cancellation or refund request.