Política de reembolso
We would rather not take your money than refund it. This policy explains how we avoid selling you a report that cannot be useful, when we do refund one, how to ask, and how long it takes. It applies in addition to any rights you have under the consumer law of your country that cannot be waived.
1. We do not sell empty reports
Before you pay, the free preview shows the decoded vehicle and the number of records we hold in each section. If every section is zero, the purchase is blocked: there is no "buy" button, and our servers refuse the order even if it is submitted another way. Nothing to sell, nothing to refund. The VIN decode and the recall check remain free in that case, and you can enter another VIN straight away.
Please still look at the preview before paying: it tells you how much we hold, so a thin report is never a surprise.
2. Refunds are decided by support, not automatically
There is no automatic refund. When something goes wrong, a person reads your message and decides. We refund the price of a report when:
- The report contains an error on our side - for example, records that belong to a different VIN, a report generated for a VIN other than the one you entered, or a technical failure that prevented the report from being delivered within 24 hours - and we cannot fix it by re-running the report.
- A report you paid for came back with no history records at all, despite the preview having shown records. This is rare (see section 1), and we treat it as our mistake.
- You were charged twice for the same order, or charged for an order that failed.
3. When we do not refund
We do not refund because:
- the report did not contain a specific record you expected (for example, an accident you know about that was never reported to any source we use);
- the records confirm that the vehicle is in good condition, or that it is not;
- the preview showed few records and the report contains exactly those records;
- you decided not to buy the vehicle;
- you entered a wrong VIN and the report is for the vehicle that VIN identifies (we validate the format and check digit before you pay; please compare the decoded vehicle with the car);
- you are a business and used reports from a pack as part of your work.
Reports are digital content delivered immediately after payment. Where your local law gives a statutory right of withdrawal for distance purchases, you agreed at checkout that delivery starts immediately and that the right of withdrawal ends once the report is generated; this voluntary policy applies instead.
4. Packs
Unused reports in a pack can be refunded in full within 14 days of purchase if you have not opened any report from the pack. After that, unused pack balances are not refunded, except as described in section 8 of the Terms (if we discontinue the Service). Each opened report is treated individually under section 2 above. A pack credit is only consumed when a report actually comes out with records - a VIN with no records costs you nothing.
5. How to ask
Write to support@priormile.com from the email address used for the order, within 14 days of the purchase, with the order number (PM-YYYY-NNNNNN) and a short description of the problem. Tell us what you expected and what you got; we do not ask you to argue a case, but we do read every message individually.
6. How long it takes
We answer within one business day and process approved refunds within 24 hours of approval. Refunds go back to the original payment method. Card refunds appear on your statement within 5–10 business days depending on your bank; Apple Pay and Google Pay refunds usually appear within two business days. A credit note referencing the original invoice is issued automatically and sent by email.
7. Chargebacks
If you dispute a charge with your bank instead of contacting us, we will provide the bank with the order record and the delivery confirmation. Please contact us first - it is faster for everyone, and a refund under this policy does not require a dispute.
8. Contact
support@priormile.com - a person answers during US business hours.
Infranova Limited, 3 Salisbury Road, Tsim Sha Tsui, Kowloon, Hong Kong.