1. About this policy

This policy explains when you may cancel a service supplied by CarZoon Automotive Ltd (CarZoon, we, us or our), when a refund may be available and how we process it.

It is intended to provide clear, consistent information for private sellers and Dealers before and after they order a CarZoon service. Nothing in this policy excludes or restricts a statutory right or remedy that cannot lawfully be excluded.

2. Scope and order of priority

This policy applies to payments made directly to CarZoon for:

• one-off private-seller vehicle advertising;
• reactivation of an expired private-seller Advert;
• Featured or other paid visibility upgrades;
• Dealer Plans and related marketplace services; and
• another paid CarZoon service that expressly refers to this policy.

This policy should be read with the applicable order information, Private Seller Terms and Conditions, Dealer Terms and Conditions, Terms and Conditions and Complaints Handling Policy.

If there is an inconsistency, mandatory law applies first, followed by any specific written order term agreed for the service, the applicable seller or Dealer terms, and then this policy.

3. CarZoon's marketplace role

CarZoon supplies online vehicle advertising, account, enquiry, visibility and related automotive marketplace services. Unless expressly stated otherwise, CarZoon does not own, inspect, buy or sell advertised vehicles and is not the buyer's or seller's agent, lender, finance broker, insurer, warranty provider, escrow provider or payment processor for the vehicle transaction.

This policy therefore governs refunds of fees paid to CarZoon for CarZoon services. It does not govern a refund of a vehicle purchase price, holding fee, deposit or another amount paid to a private seller, Dealer or third-party provider.

4. Services covered

The exact description, price, tax treatment and duration displayed when you place the order form part of your contract. We may introduce, remove or change services and prices for future orders in accordance with the applicable terms.

5. Free services and promotional periods

No refund is payable for a service supplied without a fee. Ending, pausing or not using a free service does not create a cash value, credit or right to compensation.

Private Seller Free Period

An eligible private seller receives three calendar months of free standard advertising from successful Account registration and may have up to three Active Adverts at one time. Each approved Advert has a 30-day Live Period and can be reactivated free while the Free Period remains active.

Dealer Free Period

A Dealer's three-calendar-month Free Period begins when its Dealer Account is successfully registered. At expiry, the Account moves to Plan Selection Required and public Adverts are paused until the Dealer actively selects a paid Plan. CarZoon does not charge automatically at the end of the Dealer Free Period.

Closing an Account, deleting an Advert or remaining inactive does not pause, restart or exchange a Free Period for money. Any written promotional credit is governed by its specific conditions and has no cash value unless expressly stated.

6. Prices, payment and order confirmation

Before you place an order, we will display the service, duration, total price, whether VAT is included or excluded, whether payment is one-off or recurring, material restrictions and available cancellation information.

Consumer prices are inclusive of VAT where applicable. Dealer prices are exclusive of VAT unless expressly stated otherwise. Payment must be made using an available payment method, and you authorise CarZoon or its payment provider to collect the amount clearly shown.

An order is accepted when we send confirmation or otherwise clearly confirm that the paid service has been activated. Payment confirmation does not mean that a new or materially edited vehicle Advert has passed review.

We will provide an electronic confirmation or receipt. You are responsible for checking the order and telling us promptly about an obvious pricing, product or payment error.

7. Paid private-seller Adverts

After the Private Seller Free Period, the current standard price is £19.99 for one 30-day Advert or reactivation, unless a different price is clearly displayed before the order.

Payment is one-off. CarZoon does not automatically renew the Advert or charge again when it expires. The seller must actively order and pay for any subsequent reactivation.

A new or materially edited paid Advert remains Pending Review after payment. Its 30-day Live Period begins only when CarZoon approves and publishes it. If corrections are reasonably possible, we may allow the seller to amend and resubmit before making a final decision.

If CarZoon finally rejects the paid Advert or cannot publish it, the refund rule in section 13 applies.

8. Featured upgrades

During the launch offer, the current private-seller Featured options are 7 days for £2.99 and 14 days for £4.99. The checkout description and price apply to the order.

Featured is a temporary visibility service. It does not guarantee a fixed position, continuous placement, a number of views or enquiries, a particular sale price or a completed sale.

Featured time begins only when the relevant Advert is Live. If an Advert is awaiting initial or material-edit review, the Featured timer will be held until approval. An upgrade ordered for an already-Live Advert may begin after payment confirmation and any required checks.

At the end of the purchased Featured period, the additional visibility ends automatically and the Advert returns to standard visibility for any remaining Live Period. Featured does not automatically renew.

9. Dealer Plans

Dealer Plans are business-to-business services intended for motor traders and other approved automotive businesses. A paid Plan starts only after the Dealer actively selects it and confirms the displayed price, billing interval, features and limits.

Unless the order states otherwise, Dealer Plans are billed monthly in advance and renew automatically each month until cancelled. Automatic renewal applies only after active selection of a paid Plan; it does not apply to the three-month Dealer Free Period.

The Dealer may cancel through the dashboard, where available, or by emailing dealers@carzoon.co.uk. Section 16 explains the effect of cancellation and the normal refund position.

10. Consumer cancellation rights

If you are acting wholly or mainly outside your trade, business, craft or profession, you may be a consumer. Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you normally have 14 days from the day after entering into the service contract to cancel without giving a reason.

Service not started

If you validly cancel during the statutory period before we begin supplying the service, we will refund the relevant payment in full.

Immediate start requested

You may expressly ask us to begin a paid Advert review, Live service or Featured upgrade during the 14-day period. If you then cancel before performance is complete, we may deduct an amount proportionate to the service supplied up to cancellation, where the law permits.

Service fully performed

If the service is fully performed during the 14-day period after your express request and acknowledgement that the cancellation right will be lost on full performance, the statutory right to cancel may end. This is particularly relevant to a 7-day Featured upgrade.

These statutory rights do not generally apply to a Dealer buying a Plan for business purposes. Dealer cancellation is governed by sections 9 and 16 and the Dealer Terms.

Nothing in this section limits a separate remedy for a service not supplied with reasonable care and skill, not supplied as described, or otherwise in breach of applicable consumer law.

11. How to cancel

To cancel a private-seller paid service, email support@carzoon.co.uk with a clear statement that you wish to cancel. Identify your name, Account email, Advert or order reference and the service concerned.

To cancel a Dealer Plan, use the dashboard cancellation control where available or email dealers@carzoon.co.uk from an authorised Dealer Account address. We may verify the request before making a material Account change.

You do not have to use the model wording below, but it may help us identify the order.

We will confirm receipt and the effective cancellation date in writing. Withdrawing, pausing or marking an Advert Sold does not by itself cancel a Dealer Plan or create a refund request. Closing an Account does not remove an accrued payment obligation.

12. Refund eligibility summary

The table is a summary. The detailed sections of this policy, the applicable terms, the order information and mandatory law determine the final outcome.

13. Rejected or unpublished Adverts

If CarZoon finally rejects a paid Advert or cannot publish it, we will refund the affected listing fee in full. We will also refund a Featured payment that has not been used because the Advert did not become Live.

Before a final rejection, we may give the seller a reasonable opportunity to correct incomplete, inaccurate or non-compliant information and resubmit the Advert. Choosing not to make reasonable corrections does not remove a statutory right but may affect a contractual or discretionary refund where publication is prevented by the seller's material breach.

A refund may be refused to the extent lawful where publication is prevented by fraud, unlawful content, chargeback abuse, deliberate misrepresentation or another serious breach by the user. We will explain the reason and any complaint route.

14. Material service failure

If a paid CarZoon service is materially unavailable, not supplied as described or not supplied with the standard required by applicable law, contact us with the order and Advert details. We will investigate the service records and the practical effect on the purchased period.

Depending on the circumstances, an appropriate remedy may include:

• correcting or repeating the service;
• restoring lost Live or Featured time;
• extending the affected service period;
• moving an unused service to an eligible replacement Advert;
• issuing a proportionate price reduction or credit; or
• providing a partial or full refund.

Brief maintenance, an event outside CarZoon's reasonable control or an issue that does not materially affect the purchased service does not automatically create a refund. This does not exclude a remedy required by law.

15. No guarantee of commercial results

Advertising performance varies with vehicle type, condition, price, location, demand, advert quality, competition and other factors outside CarZoon's control. Unless we expressly agree otherwise in writing, CarZoon does not guarantee:

• a particular search position or continuous prominence;
• a minimum number of impressions, views, saves or enquiries;
• the accuracy, seriousness or financial ability of an enquirer;
• a viewing, test drive, offer, sale or time to sale; or
• a particular asking price, valuation or sale price.

Lack of a desired commercial result is not by itself a service failure and does not create a refund right. This does not affect a remedy where CarZoon failed to supply the advertising or visibility service actually purchased.

Marking a vehicle Sold, withdrawing it, pausing it, accepting an external sale or ceasing to use the remaining period does not normally create a refund for unused time.

16. Dealer cancellation and refunds

A Dealer may cancel a paid Plan at any time through the dashboard, where available, or by contacting dealers@carzoon.co.uk. Cancellation prevents the next renewal and takes effect at the end of the current paid billing period.

The Dealer may continue using the paid Plan until that period ends, subject to the Dealer Terms, payment status, Plan limits and any necessary account action. Fees for a billing period already started are not normally refundable, and no unused-time or pro-rata refund is due merely because the Dealer stops using the Plan before period end.

CarZoon may provide an appropriate credit or refund where required by law, expressly agreed, or justified by a material CarZoon service failure. If CarZoon ends a prepaid Plan for reasons unrelated to the Dealer's breach, fraud, security risk or legal obligation, we will consider a proportionate remedy for the materially unused service.

A future Plan price or material feature change will be notified in accordance with the Dealer Terms. The Dealer may cancel before the change takes effect. The new price applies only to a future billing period.

17. Payment errors and chargebacks

If you believe CarZoon made a duplicate, incorrect or unauthorised charge, contact support@carzoon.co.uk promptly with the order reference, amount and date. Do not send a full payment-card number or security code.

We may verify your identity, review the order and consult our payment provider. If CarZoon charged an incorrect amount, we will correct the record and refund the incorrect portion.

Contacting us first may allow a payment issue to be resolved quickly. Nothing in this policy removes a lawful right to contact your bank or payment provider. We will not issue a duplicate refund after the same payment has already been reversed or successfully charged back.

A dishonest or abusive chargeback, false unauthorised-payment claim or attempt to obtain the same refund twice may result in recovery action, service suspension or Account action, subject to applicable law.

18. How refunds are processed

When a refund is due, CarZoon will approve and instruct it without undue delay and within any applicable statutory deadline. For a qualifying consumer cancellation, this is normally no later than 14 days after we are informed of the valid cancellation.

We normally refund the original payment method and do not charge a refund administration fee. If that method is unavailable, expired or legally unsuitable, we may request proportionate verification before agreeing a secure alternative.

After CarZoon instructs the refund, the time taken to appear depends on the bank, card network or payment provider and is outside our direct control. We will provide confirmation and a reference where available.

A refund is limited to the amount actually paid for the affected CarZoon service, unless the law requires another remedy. Promotional credit, complimentary time and free services have no cash value.

19. Account action and termination

CarZoon may reject, restrict, suspend, remove or terminate an Advert, service or Account where permitted by the applicable terms, including for fraud, illegality, inaccurate advertising, non-payment, security risk, serious or repeated breach, or protection of users and the marketplace.

Where action results from the user's material breach, no refund is normally due for service already supplied or time lost as a consequence, except where the law requires otherwise.

If CarZoon ends or materially withdraws a prepaid service for operational reasons unrelated to the user's conduct, we will consider the appropriate remedy for the unused affected portion. Closing an Account does not automatically cancel an accrued charge, active Dealer renewal or open refund investigation.

Removal of a Founding Dealer Partner badge does not create a refund or cash entitlement because the badge is supplied without separate charge and has no cash value.

20. Complaints and dispute resolution

If you disagree with a cancellation or refund decision, reply to the decision or make a complaint under our Complaints Handling Policy. Include the case, order and payment references and explain the outcome you believe should apply.

We acknowledge complaints within 2 working days, aim to resolve them within 10 working days and aim to issue a final response within 20 working days where a complaint is genuinely complex.

Where an unresolved consumer-contract complaint concerns a CarZoon service, the final response will include any alternative dispute resolution or other information required by applicable law and will state whether CarZoon is required or prepared to participate.

Using our complaints procedure does not remove a statutory right, prevent contact with an appropriate regulator or authority, or necessarily pause a legal time limit.

21. Changes and contact details

We may update this policy for future orders to reflect changes in our services, prices, payment arrangements, regulation or law. The current version and effective date will be published on this page.

We will not use a later policy version retrospectively to remove a cancellation or refund right that already applies to an order. A Dealer Plan price or material feature change will be handled under the notice provisions in the Dealer Terms.