Refund Policy

When we refund

We refund the full amount you paid when your report has not been delivered because of:

• PPSR maintenance or an outage. While the register is down, your report page lets you cancel your check and ask for a refund instead of waiting (Terms, clause 6).
• A technical issue — in our systems, our payment provider's, or the register's — that we are made aware of, either because our monitoring picked it up or because you told us. For example: you were charged twice for one order (we refund the second charge), or a fault meant your search was never lodged.

If your search had already reached the register when you asked us to cancel, we can't withdraw it and it may still complete. If it does and your report is delivered, it is not refunded; if it doesn't, we refund you in full. A refund goes back to the card you paid with.

When we do not refund

• Once your report has been delivered, whatever it shows. A clear result is a result, the register charges us for every search, and that includes a search where the PPSR returned no records.
• The number you entered was wrong, or found no vehicle. No search is run, and you can try a corrected number on the same payment, up to three attempts in total (Terms, clause 5).
• You acknowledged a warning that the vehicle was not recognised, and chose to continue (Terms, clause 4).
• You changed your mind, or decided to buy, or not to buy, the vehicle.

We are not liable for a purchase made without our report

Our report tells you what the register showed at the moment of the search. If you buy a vehicle, pay a deposit, or otherwise commit to a purchase before you have received and read your report, you do so entirely at your own risk. That includes while your search is waiting on the register, during PPSR maintenance or an outage, and after a technical issue. We are not liable for any loss arising from that decision (Terms, clause 13).

Not a refund, but free

• Resending your report, including to a corrected email address.
• Finance-change alerts for 14 days after your search, where finance (a security interest) is recorded against the vehicle at your search (Terms, clause 8).

How to ask

During PPSR maintenance, use the option on your report page. Otherwise use the form on our Support page, quoting the reference on your receipt (it starts RC-). Once a refund is processed it usually takes 3–5 business days to appear on your card.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. If a service is not supplied with due care and skill, or is not fit for its purpose, you may be entitled to a remedy regardless of what this page says.