Refund Policy
How refunds are handled for CarFile subscriptions and payments
Last updated: January 2025
This Refund Policy explains how refunds are handled for subscriptions and payments made to CarFile Ltd (“CarFile”, “we”, “our”, or “us”).
By purchasing or subscribing to the CarFile service, you agree to this Refund Policy in addition to our Terms of Service.
1. Eligibility for Refunds
We offer a 30-day money-back guarantee on all paid subscription plans.
You are eligible for a full refund if:
- You request a refund within 30 days of your initial payment, and
- Your subscription was purchased directly through CarFile (via Stripe), and
- The request complies with this Refund Policy.
After the 30-day period, refunds are not guaranteed and are assessed on a case-by-case basis.
2. Free Trial Period
New users are eligible for a 30-day free trial.
- No payment information is required to start the free trial.
- If you cancel during the trial period, no charges will be applied.
- Once a paid subscription begins, the refund rules in this policy apply.
3. Non-Refundable Situations
Refunds will not normally be issued in the following circumstances:
- Requests made after the 30-day refund window
- Partial use of a subscription period after the refund window has expired
- Failure to cancel a subscription before renewal
- Suspension or termination of an account due to a violation of our Terms of Service
- Requests based solely on a change of mind after prolonged use of the Service
This does not affect your statutory rights under UK consumer law.
4. How to Request a Refund
To request a refund, please contact us using one of the following methods:
- Email: support@carfile.app
- Subject line: “Refund Request”
Please include:
- The email address associated with your CarFile account
- The date of payment
- The reason for your refund request (optional but helpful)
We may request additional information to verify your account or payment.
5. Refund Processing
- Approved refunds are processed via Stripe, using the original payment method.
- Once approved, refunds are typically issued within 5–10 business days, depending on your bank or card provider.
- Any applicable taxes (such as VAT) will be refunded in accordance with Stripe’s processing rules.
CarFile does not charge additional refund processing fees.
6. Subscription Cancellation
You may cancel your subscription at any time via your account settings.
- Cancellation prevents future billing.
- Cancellation does not automatically trigger a refund unless a refund request is submitted and approved within the applicable timeframe.
- Access to the Service continues until the end of the current billing period unless a refund is approved.
7. Chargebacks and Disputes
If you initiate a chargeback without first contacting us, we reserve the right to:
- Suspend or terminate your account, and
- Dispute the chargeback where appropriate.
We strongly encourage users to contact us first so we can resolve issues quickly and fairly.
8. Statutory Rights
Nothing in this Refund Policy affects your statutory rights under UK consumer protection laws, including the Consumer Rights Act 2015.
9. Changes to This Policy
We may update this Refund Policy from time to time.
Any changes will be posted on this page, and the “Last updated” date will be revised accordingly.