Report Return and Refund Policy

Effective date: 27.10.2026

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. Section 5 explains how the policy applies to the Traficom Search. 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.

5. Traficom Search and Upgrade

5.1

This section explains how the policy applies to a Traficom Search and an Upgrade (Sections 2.1.9–2.1.11 and 4.8–4.14 of the Terms of Service). Sections 1–4, which concern Reports, are unchanged, except for Section 5.2, which applies to both Reports and Traficom Searches. A Traficom Search is not a no-findings report under Section 1, and no replacement report credit under Section 1 is issued for it.

5.2 Vehicle Not Found (Report and Traficom Search)

If no vehicle is found in the register with the registration number or VIN you entered, no result is produced and the balance is consumed as follows:

  • For a search for the vehicle selected at the time of payment, the balance is always returned to your code, and your code remains usable.
  • When the search is made with a code on the code redemption page (/lunasta) or the Traficom Search page, the balance is returned for the first two "vehicle not found" answers per code. From the third onwards, such a search consumes the balance, because every register search costs us money. Please check the registration number or VIN before searching.
  • If a Traficom Search fails because of a technical error and no result is produced, the balance is returned.

The code is valid for six (6) months from the date of purchase.

5.3 Partial Results

The price of a Traficom Search is charged once the search has been made and the vehicle was found, even if the register returns only part of the data (for example, the vehicle has no inspection or owner history). The automatic replacement in Section 1 does not apply to such a result.

If one part of a Basic details + history search is missing because the register did not answer it, you may ask for a return under Section 2.

5.4 Requesting a Return

A return request is made in accordance with Sections 2 and 3 within twenty-four (24) hours of the time the search was made, because the Traficom Report can no longer be opened after that. Please also state the tier you purchased (Basic details, History or Basic details + history).

5.5 Upgrade

  • An Upgrade can be purchased from the Traficom Report page for as long as the report can be opened, that is, for 24 hours from the time the search was made. A paid Upgrade is always fulfilled: the earlier Traficom Report is reused while it is still available, and otherwise the register searches are made again at no extra cost to you.
  • An Upgrade is bound to the vehicle of the Traficom Report from which it was purchased.
  • Once the Report resulting from an Upgrade has been generated, it is an ordinary Report and Sections 1–3 apply to it. If generating the Report resulting from an Upgrade fails, you receive a replacement Report for the same vehicle.

5.6 Right of Withdrawal

The right of withdrawal applies to a Traficom Search and an Upgrade in the same way as to a Report (Sections 8.1–8.3 of the Terms of Service): for an unused Traficom Search and an unused Upgrade, a consumer has the fourteen (14) day right of withdrawal described in Section 4, but it does not apply to a Traficom Search that has been used. An Upgrade is considered used when the Report resulting from it has been generated.