Report Return and Refund Policy

Effective date: 14.07.2026

Carvian works to give you the fullest and most reliable picture available of any vehicle you check. Even so, a report may occasionally fall short of what you expected.

This policy explains when a used report credit is returned to you and how to request a return. It supplements, and never limits, your statutory rights under the Finnish Consumer Protection Act and the withdrawal rights described in Section 8 of the Carvian Terms of Service.

1. No-Findings Reports – Automatic Returns

If a report you generate contains no data at all, it is treated as a no-findings report. In that case, you do not need to do anything. A replacement report credit is issued to you automatically and delivered through the link or instructions sent to the email address you used at checkout.

The replacement happens immediately after the report is generated. The replacement credit can be used to check any other vehicle and remains valid for six (6) months from the date of the original purchase.

2. Requesting a Return for Other Reasons

If your report is not a no-findings report and was therefore not replaced automatically, you can still ask us to return the credit in the following situations:

• The report contains errors or discrepancies.
• You paid for a report but never received it.
• Another legitimate reason applies to your case.

A return request must be submitted within thirty (30) days of the date the report was generated.

We cannot accept requests made after this period because the report itself is no longer accessible and we can no longer verify its contents.

3. How to Submit a Request

Send an email to support@carvian.com and include:

• The VIN or registration number you checked.
• The date of purchase.
• The email address you used at checkout.
• A short description of the problem.

Our support team will review your request, may ask you for further details if needed, and will inform you of the outcome without undue delay and at the latest within fourteen (14) days.

Depending on the situation, an approved request is resolved by either:

• Issuing a replacement report credit; or
• Refunding the price paid.

Refunds are made using the same payment method you used for the purchase, normally within fourteen (14) days of the decision.

4. Unused Credits and the Statutory Right of Withdrawal

This policy concerns reports that have already been generated.

For unused report credits, consumers have a statutory fourteen (14) day right of withdrawal from the date of purchase, as described in Section 8 of the Carvian Terms of Service.

To exercise this right, send an email to support@carvian.com including:

• Your order number.
• The date of purchase.
• Your contact details.
• A clear statement that you wish to withdraw from the purchase.