Refund and Cancellation Policy

1. About this policy

This Refund and Cancellation Policy is issued by CarZoon Automotive Ltd ("CarZoon", "we", "us" or "our"), a company registered in Scotland under company number SC882384.

It explains the cancellation and refund arrangements for services purchased directly from CarZoon through an official CarZoon checkout, account, order form or invoice. The order confirmation and any service-specific terms form part of your agreement with us. If there is an inconsistency, mandatory law applies first, followed by the service-specific terms, this policy and the general website terms.

2. What this policy covers

Depending on what CarZoon offers at the relevant time, this policy may apply to:

• paid vehicle adverts or listing packages;
• highlighted, featured or otherwise promoted advert placements;
• dealer plans, listing allowances or account upgrades;
• vehicle-data reports or other digital content sold by CarZoon;
• other paid marketplace features identified as being supplied by CarZoon; and
• payments made to CarZoon in error or more than once.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A business customer includes a dealer, trader or anyone buying mainly for business purposes. Different cancellation rules may apply to those groups.

3. Vehicle and third-party payments

This policy does not govern money paid to a private seller, dealer, finance provider, insurer, warranty provider, inspection company, delivery provider or another third party. This includes:

• a vehicle purchase price, holding payment, reservation fee or deposit;
• finance, lease, insurance or warranty payments;
• delivery, inspection, repair or servicing charges; and
• a report or other product supplied and charged for by a third party.

The refundability of those payments depends on your agreement with the seller or provider, the circumstances and applicable law. Contact that party directly. CarZoon may help you identify the appropriate contact or review marketplace misuse, but we do not decide the dispute or refund money we did not receive.

4. Free listing allowances

No monetary refund is available for a service supplied without charge. The free listing allowances described below have no cash value and cannot be exchanged for money.

If you buy an optional paid promotion or another paid service for a free advert, the paid element is governed separately by the remaining sections of this policy.

5. Prices and payment

The relevant checkout, order form or invoice will identify the price, main service features, duration and whether the payment is one-off or recurring. Review that information before confirming the order.

• Prices are charged in the currency displayed at checkout.
• Any applicable tax or compulsory charge will be shown as required.
• An order is not accepted merely because a payment authorisation appears on your account. Acceptance occurs when CarZoon confirms the order or activates the service.
• We may carry out fraud, payment, advert and account checks before activation.
• You must provide accurate billing, account, advert and contact information and be authorised to use the selected payment method.

6. Consumer cancellation rights

If you are a consumer who buys a CarZoon service online or by another distance method, you will normally have a statutory right to cancel without giving a reason. For a service contract, the cancellation period generally ends 14 days after the day the contract is entered into, subject to legal exceptions.

To use that right, send us a clear statement that you wish to cancel before the period expires. You may use the process and model wording in section 15. If CarZoon has not started the service, an eligible cancellation during that period will normally result in a full refund.

Your order confirmation may provide additional information about the cancellation period and the nature of the service. If the law requires a longer period because required cancellation information was not supplied, we will apply that longer period.

7. Starting a service during the cancellation period

Many CarZoon services are designed to start promptly. Where required, we will ask a consumer to make an express request for the service to begin during the 14-day cancellation period.

• If you cancel after properly requesting an early start but before the service is fully performed, we may deduct or charge a proportionate amount for the service supplied up to the time you cancel.
• If the service is fully performed during the cancellation period after your express request and acknowledgement, your statutory right to cancel may end.
• If we did not obtain a legally required request, consent or acknowledgement, we will not rely on it to reduce your statutory rights.

For a time-based promotion or plan, a proportionate amount may take account of the period already supplied and any separately described feature already delivered. This does not affect a remedy you may have if the service was not supplied with reasonable care and skill or did not match its description.

8. Digital reports and content

Some vehicle-data reports, downloads or instant results may be treated as digital content rather than an ongoing service. Before immediate supply, CarZoon may ask a consumer to expressly consent to supply beginning during the cancellation period and to acknowledge that the cancellation right will be lost once supply begins.

Where valid consent and acknowledgement have been given, you may lose the change-of-mind cancellation right when supply starts. If they have not been properly obtained, we will not treat the right as lost.

This does not remove statutory remedies where CarZoon-supplied digital content is not of satisfactory quality, fit for a stated purpose, as described or otherwise compliant with applicable law. Source-data limitations and permitted report uses may also be explained at checkout and in the relevant service terms.

9. Business customers

Business customers, including motor dealers buying listing or promotional services for commercial purposes, do not normally have the statutory 14-day consumer cooling-off right.

Unless the checkout, invoice or Dealer Terms expressly provides otherwise:

• you may ask to cancel before activation, but cancellation is subject to our written confirmation;
• if CarZoon rejects the paid order or cannot activate it, we will provide a full refund for that rejected or unavailable service;
• once the service or plan is live, no change-of-mind refund is due;
• unused listing capacity, an early vehicle sale or lack of enquiries does not create a refund right; and
• remedies remain available for a material failure by CarZoon or where the contract or law requires them.

10. When we provide a full refund

Subject to the facts, service terms and applicable law, CarZoon will provide a full refund of the relevant amount paid when:

• CarZoon rejects a paid advert, promotion or other paid service before it goes live;
• CarZoon cannot publish or activate the paid service;
• an eligible consumer cancels within the statutory cancellation period before supply begins;
• we confirm that the same payment was collected more than once;
• we agree that no part of the purchased service has been supplied and cancellation is accepted; or
• a full refund is otherwise required by law.

A refund following rejection does not require CarZoon to publish the advert or reverse a moderation decision. If one order contains several separately priced services, the full refund may apply only to the rejected or unavailable item.

11. Partial refunds, repeat performance and service credits

A proportionate refund, repeat performance, extension or service credit may be appropriate where:

• an eligible consumer cancels an ongoing service that began during the cancellation period at their express request;
• a material CarZoon technical failure prevents a substantial part of a paid service from being supplied;
• CarZoon ends a paid service early for an operational or legal reason that was not caused by your breach; or
• applicable consumer law provides a right to repeat performance or a price reduction.

We will consider the nature, duration and value of what was ordered and what was actually supplied. Where a prompt extension or repeat performance fully remedies the failure without significant inconvenience, we may offer that remedy before a price reduction where the law permits.

12. When a refund is not automatic

Subject always to statutory rights, a refund is not normally provided merely because:

• a free service, credit, allowance, discount or promotional benefit was unused or expired;
• you change your mind after the applicable cancellation period or after losing the cancellation right lawfully;
• a paid listing or promotion has gone live and is being supplied as described;
• an advert receives fewer views, enquiries or offers than expected, or the vehicle does not sell;
• you sell, reserve, withdraw, pause or replace the vehicle before a paid promotion ends;
• you entered inaccurate information, selected the wrong advert or failed to provide information needed to continue;
• an advert expires or is removed because it or your conduct breaches applicable terms or law;
• you do not use all capacity included in an active dealer or business plan;
• a short interruption is corrected and does not materially reduce the overall paid service; or
• the complaint concerns a vehicle, seller or third-party service rather than a service supplied by CarZoon.

We will assess each request fairly and will not apply this section where doing so would unlawfully restrict a consumer remedy.

13. Vehicle listings and paid promotions

A promotion is attached to the advert, account, placement and period identified at purchase. Unless we agree otherwise in writing:

• the promotion starts when it becomes active or on the confirmed start date;
• it cannot be transferred to a different vehicle, seller or account;
• it improves eligible placement or presentation but does not guarantee a particular rank, number of impressions, enquiry, offer or sale;
• marking the vehicle sold, reserved, paused or withdrawn does not pause the promotion or create an unused-period refund; and
• relisting a sold or ended advert with a new promotion requires a new payment.

If CarZoon cannot make the promotion live, section 10 applies. If a material CarZoon failure disrupts an active promotion, section 11 applies.

14. Recurring plans and future renewals

Where CarZoon offers a recurring plan, the checkout will identify that it renews, the billing interval, the renewal price or how it is calculated, and how to cancel future renewals.

• You may cancel a future renewal through the account control provided or by contacting support before the next billing date.
• Cancellation normally stops future charges and access continues until the end of the paid billing period, unless the service terms or law require a different result.
• Deleting an advert or ceasing to use the service does not by itself cancel a recurring plan.
• Any statutory initial or renewal cooling-off right will be honoured where it applies.

CarZoon will not treat a service as recurring unless that was disclosed and agreed when you ordered it.

15. How to cancel or request a refund

Use the cancellation control in your CarZoon account where one is available, or email support@carzoon.co.uk. Include:

• your name and the email address linked to the account;
• the order, invoice, advert or transaction reference;
• the service and purchase date;
• a clear statement that you wish to cancel or request a refund; and
• brief details of any service problem, if relevant.

A consumer exercising a statutory cancellation right does not need to give a reason. It is sufficient to send the clear cancellation notice before the cancellation period ends. We may ask for reasonable information to locate the payment and protect the account, but never send a password, one-time code or full payment-card number.

Model cancellation wording

You do not have to use this wording.

16. How refunds are processed

Once we approve or are legally required to make a refund:

• we will issue it without undue delay and, for an eligible cancelled service, no later than 14 days after we are informed of the cancellation where the law requires that timeframe;
• we will normally use the same payment method used for the original transaction unless you expressly agree otherwise;
• CarZoon will not charge a fee for making the refund; and
• any lawful proportionate deduction will be explained.

After CarZoon issues a refund, your bank or payment provider may take additional time to display it. That processing time is outside our direct control. Store credit will be used instead of money only where you agree or where the original transaction was made wholly with a non-cash promotional credit.

17. Failed, pending, duplicate or unauthorised payments

Provide only the last four digits of the payment card if needed to locate a transaction. CarZoon support will not ask for the full card number, card security code, password or one-time security code by email.

18. Suspension, advert removal and account closure

CarZoon may reject, suspend or remove an advert or restrict an account under the applicable terms. Refund treatment depends on when and why the action occurs:

• If we reject the paid service before it goes live, we will refund the amount paid for that service.
• If we remove or suspend an active service because of inaccurate content, prohibited conduct, non-payment or another breach by you, no unused-period refund is normally due, subject to statutory rights.
• If we end an active paid service early for our operational convenience and not because of your breach, we will normally provide an appropriate extension, repeat performance, credit or proportionate refund.
• Closing an account does not affect a payment or liability already accrued. Ask us to confirm the status of active paid or recurring services when requesting closure.

19. Your statutory rights

Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded. Where applicable, UK consumer law requires services to be carried out with reasonable care and skill and in accordance with binding information provided about them. Digital content must meet applicable standards including satisfactory quality, fitness for purpose and description.

Depending on the problem and the law, a consumer may be entitled to repeat performance, repair or replacement, a price reduction or a refund. A contractual statement that a service does not guarantee a vehicle sale does not excuse CarZoon from supplying the specific listing, placement, duration or other feature that it agreed to provide.

20. Complaints

If you disagree with a cancellation or refund decision, reply to the decision email or contact support@carzoon.co.uk with the relevant evidence. We will review the matter under our Complaints Handling Policy.

Consumers may also seek independent advice from the appropriate UK consumer-advice service and use any court, card-provider or alternative dispute remedy available to them. Asking CarZoon to review a complaint does not stop a statutory time limit.

21. Changes to this policy

We may update this policy to reflect changes to our services, payment arrangements, business operations or legal obligations. The current version and review date will be published on this page.

A change will not retrospectively remove a right that had already arisen under a completed order or mandatory law. Where a material change affects an active paid or recurring service, we will provide notice where the contract or law requires it.

22. Applicable law

This policy and any non-contractual dispute arising from it are governed by the laws of Scotland, except that a consumer retains the benefit of any mandatory protection and court rights provided by the law applicable where they live.

If you are a business customer, the courts of Scotland will have exclusive jurisdiction unless our written agreement with you states otherwise. Consumers may bring proceedings in any court available to them under applicable law.

23. Contact us

CarZoon Automotive Ltd
Company number: SC882384
5 South Charlotte Street
Edinburgh
EH2 4AN
United Kingdom

Email: support@carzoon.co.uk
Website: https://carzoon.co.uk/