Cancellation & Refund Policy
Last updated: 1 October 2026 (version 1.0)
This policy is part of our Terms of Service. Because we hold your card and only take the payment after the visit (or, for a Remote Check, when we send the report), most cancellations cost you nothing.
At a glance
| What happens | What you pay |
|---|---|
| You cancel, or the car is sold, or the dealer says no, before we set off | Nothing. We release the hold. |
| You cancel after we've set off | Travel for the distance we've driven (up to your quote), plus half the viewing fee |
| We arrive, and the car has been sold, the dealer says no, or we can't get in | Only the travel charge in your quote |
| Weather, the dealer being closed, or something else outside anyone's control | Nothing. We agree a new date or cancel. |
| We get something wrong | We put it right at our cost, or refund what we couldn't do |
| After the report, if we did what we promised | The full price. We don't refund just because the car wasn't what you hoped, or because you decided not to buy. |
| Remote Check: the dealer doesn't answer any of our questions | Nothing. We release the hold. |
1. Before we set off
If you cancel, or the car is sold, or the dealer says no, before we set off for the dealer, we release the hold and you pay nothing.
"Set off" means the time we leave for the dealer on the day of the visit.
2. If you cancel after we've set off
If you cancel after we've set off, you pay:
- ¥110 per km for the distance we've driven, out and back, up to the travel charge in your quote, and
- half the viewing fee in your quote, including any weekend or short-notice surcharge, but not including travel.
Why: by then we've already spent time and money on the journey, and set aside that day for your viewing, which we can't usually fill with other work at short notice. We don't charge more than this.
3. If the car is sold, the dealer says no, or we can't get in when we arrive
If we arrive and the car has already been sold, the dealer won't let us see it, or we can't get in, it's no one's fault. You pay only the travel charge in your quote, and we take no viewing fee.
4. Weather, closures and other things outside anyone's control
If bad weather, the dealer being closed, trains or roads being stopped, illness or anything else outside our reasonable control stops the visit, we'll agree a new date with you, or cancel. If we cancel, we release the hold and you pay nothing.
5. If we get something wrong
If we're late, look at the wrong car, or miss something we promised — for example, a photo or one of your questions — please tell us. We'll put it right at our cost: we'll go back to take the missing photos, visit again, or ask the dealer again.
If we can't put it right — for example, because the car has been sold — we'll refund, or not charge, the part of the price for what we couldn't provide.
6. After we've sent the report
If we've done what we promised, we don't refund just because the car turned out to be different from what you hoped, or because you decided not to buy it. That's often exactly what a viewing is for.
If something we promised is missing from the report, section 5 applies.
7. Remote Check
- If the dealer won't answer any of our questions, we tell you, release the hold, and you pay nothing.
- If you cancel before the dealer has started to answer our questions, we release the hold and you pay nothing.
- If you cancel after the dealer has started to answer our questions, you pay half the Remote Check price (¥10,000), because we've already done part of the work.
- Sections 5 and 6 apply to Remote Check reports in the same way.
8. How refunds work
- If we haven't taken the payment yet, we release the hold, or take only the smaller amount you owe.
- If we've already taken the payment, we refund to the same card through Stripe within 5 business days. Your bank may take a few more days to show it.
- Business customers who paid by bank transfer get a refund by bank transfer, or a credit on their next invoice if they prefer.
9. Your legal rights
Nothing in this policy limits the rights you have as a consumer under the law of the country where you live. See section 15 of our Terms of Service.
Questions: [email protected].