Refund Policy

The one case in which an order is refunded, how a refund is paid, and how long it takes.

Last updated 19 October 2026

Our refund promise to you

  • Your report in 72 hours, or a full refund. A refund is made in one case only: your report was not delivered within 72 hours of your payment, or within 5 working days for Prime Manual Retrieval. You do not have to ask. We start the refund ourselves.
  • Refunded the way you paid. Every refund is made through the payment gateway, to the payment method you paid with. We deduct no fee.
  • Once delivered, the sale is complete. A True Report is a digital product. Once it has been delivered it cannot be returned, so a delivered order is final.

These three points are a summary. The full policy below is what applies to your order.

1. What these words mean

  • Order. One purchase of the auction record for one chassis number.
  • Payment. The moment the payment gateway, SSLCommerz, confirms to us that your payment succeeded. An amount that left your account without that confirmation is not a payment to us. See section 5.
  • Delivery. The private link to the report for the chassis number on your order has been sent to the email address given on the order, and the report is available at that link. Delivery is complete when we send it, whether or not the email has been opened.
  • The delivery period. Seventy-two hours in a row, counted from the payment. For Prime Manual Retrieval, 5 working days, counted from the payment. Working days are Sunday to Thursday.
  • Our records. Our delivery records show whether a report was delivered, and when. They are final unless there is an obvious error in them.

2. The one case in which we refund

If your report is not delivered within the delivery period, your order is refunded in full.

  • This applies whatever the reason: the auction house did not release the record, the record could not be found, or we were late.
  • It applies to every paid service on this site. Prime Manual Retrieval is a search done by hand: it usually takes 24 to 72 hours, and its delivery period is 5 working days.
  • A report for a different chassis than the one on your order is not delivery. Tell us and we deliver the correct report. If the correct report is not delivered within the delivery period, the order is refunded in full.
  • A refund of the amount you paid is all that we owe for an order that was not delivered.
  • You do not have to ask. We start the refund ourselves. If you have not heard from us, see section 8.

3. Every other sale is final

A report cannot be returned once it has been delivered. A delivered order is not refunded, exchanged or cancelled. In particular, no refund is made because:

  • you changed your mind, or no longer need the report;
  • you entered or chose the wrong chassis number. The order page shows the vehicle that was found before you pay, so check it before you pay;
  • you are not satisfied with what the auction sheet records: its grade, its mileage, its repair history or anything else. That record is the product you bought, and we deliver it as the auction house issued it;
  • the report has no photographs, fewer photographs than you expected, or a detail missing. What a report contains depends on the auction house, and we do not guarantee photographs or any particular detail;
  • the PDF shows fewer photographs than the report page. The PDF is a summary with a few of the photographs, and all of them are on the report page;
  • you bought the vehicle, did not buy it, or were told something different by a seller;
  • you ordered the same chassis number more than once. Each order is a separate purchase;
  • you had already seen the auction sheet somewhere else.

An order cannot be cancelled or changed once the payment has been made.

4. If you cannot find your report

Not seeing the email is not the same as the report not being delivered.

  • Look in your spam, junk and promotions folders.
  • If the email address on the order was typed wrongly, contact us from the mobile number on the order. We send the report to the correct address at no charge.
  • The private link in the email opens the report at any time, and the PDF is downloaded from that page. No file is attached to the email.
  • If the link does not open or the PDF does not download, tell us and we put it right.

5. Payment problems

These are corrections of a payment, not refunds of a purchase.

  • Money left your account but the payment failed. If the gateway did not confirm the payment, no order was made and we did not receive the money. The gateway or your bank returns such an amount under its own rules, usually within 7 to 10 working days. Ask your bank or wallet first. We give you the transaction details on request.
  • One order was charged more than once. If the gateway confirms more than one payment for the same order, the extra payment is returned in full through the gateway.

6. How a refund is paid

  • Only through the payment gateway, SSLCommerz, back to the same card, bank account or mobile wallet that made the payment.
  • We do not refund in cash, by bank transfer, by mobile money transfer, by cheque or as credit, and we do not refund to any account other than the one that paid. No exception is made.
  • A refund is the full amount of the order, in BDT. Part of an order is not refunded. We may also choose to return part of an order as goodwill. That is our decision, not a right under this policy.
  • We deduct no fee. A refund covers the amount you paid to us and nothing else: any charge made by your own bank, card or wallet is theirs.
  • If the payment method that paid can no longer receive money, the rules of the gateway and the bank apply. We cannot pay a refund in any other way.
  • When an order is refunded, its report link stops working.

7. How long it takes

  • We send a refund to the gateway within 5 working days of the day it becomes due.
  • The gateway and your bank or wallet then take, as a rule, 7 to 10 working days to show it in your account. A card refund can take longer. That time is theirs and we cannot shorten it. We are not responsible for a delay by the gateway, the bank or the wallet.
  • On request we give you the refund reference, so that you can follow it up with your bank or wallet.

8. Asking about a refund

  • Contact us at [email protected] or 8801711556093. Give your order number, and write from the email address or the mobile number on the order, so that we know it is you.
  • A claim that a report was not delivered must reach us within 30 days of the payment. After that the order is treated as delivered and accepted.
  • We answer within 3 working days.

9. Disputes with your bank

  • Contact us first. Most problems are solved by sending the link again.
  • If a chargeback or dispute is raised for an order that was delivered, we contest it and give the gateway and the bank our delivery records: when the report was sent and the address it was sent to.
  • If a chargeback is raised for a report that was delivered, you owe us the amount of the order and any fee the gateway or the bank charges us for the chargeback.
  • The same payment is not returned twice. While a dispute is open at your bank, a refund waits for its result.
  • We may decline further orders from anyone who disputes a payment for a report that was delivered.

10. This policy and the terms

This policy is part of our Terms & Conditions. On any question of refunds, this policy is the one that applies. The version on this page on the day of your payment is the version that applies to your order.

11. Contact

Questions about a refund? Contact us at [email protected] or 8801711556093.