Refund & Cancellation Policy

1. Overview & Regulatory Framework

This Refund & Cancellation Policy governs commercial digital services, dealer software subscriptions, and vehicle advertising packages purchased on CarWebb, operated by CARWEBB LTD (Company No. 17427407), registered at 334 Slade Lane, Manchester, United Kingdom, M19 2BL.

All transactions are processed in British Pounds (GBP / £) via our authorized payment processor, Stripe Payments UK Ltd.

Our policies adhere strictly to English law, including:

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013)
• The Consumer Rights Act 2015 (CRA 2015)
• Card Network Operating Rules (Visa, Mastercard, and American Express).

2. Instant Digital Service Delivery & Fulfillment

• Immediate Fulfillment: Marketplace dealer subscriptions, vehicle listing slots, featured promotional badges, and AI-assisted tooling are intangible digital services provisioned immediately upon successful card authorization.
• Access Confirmation: An itemized digital receipt and order confirmation containing your invoice breakdown, billing period, and VAT status is transmitted immediately via email.

3. Statutory Cooling-Off Rights for Private Sellers & Consumers

Under Regulation 29 of the Consumer Contracts Regulations 2013, if you purchase a service as an individual consumer (private vehicle seller), you have the statutory right to cancel your purchase within 14 calendar days of the transaction without giving any reason (the "Cooling-Off Period").

Express Request for Immediate Service Performance

• In accordance with Regulation 36 of the CCR 2013, by publishing your vehicle listing immediately upon payment, you provide express consent for CarWebb to begin supplying digital marketplace services before the expiry of the 14-day statutory cooling-off period.
• If you request to cancel a private listing after it has gone live on the CarWebb marketplace, you remain entitled to cancel, but you acknowledge that a reasonable statutory deduction proportionate to the service already provided (time the listing was published and hosted) will be deducted from your refund.

Automatic Moderation Rejection Refund

• If your vehicle listing is reviewed and rejected during admin moderation (e.g. failure of DVLA record match, prohibited content, or failure to meet platform verification guidelines), a full 100% refund of the £20.00 listing fee is automatically processed to your original payment method via Stripe within 5–10 business days.
• Private sellers may freely edit vehicle pricing, mileage, and description at any time during the active 30-day listing period without incurring additional fees. Voluntary withdrawal or marking a vehicle as sold does not warrant a pro-rata refund once the advert has been actively published.

4. Dealer Subscriptions & Recurring Billing Cancellations

For motor trade dealers, commercial subscribers, and business accounts:

• Billing Frequency: Dealer plans (e.g. Growth Dealer, Pro Dealer, Enterprise) are billed on a recurring monthly or annual basis as selected at checkout.
• Cancel Anytime: You may cancel your subscription at any time directly through your Seller Dashboard → Settings → Billing or by emailing support@carwebb.com.
• No Early Exit Penalties: Cancellation halts future recurring charges immediately.
• Period Completion: Following cancellation, your dealer account and active vehicle listing allowances remain fully active until the final day of your currently paid monthly or annual billing cycle. No further renewals will occur.
• Statutory Business Exclusions: Under English law, business-to-business (B2B) subscriptions do not carry statutory consumer cooling-off rights. Mid-period pro-rata cash refunds are not issued for change of mind once a billing cycle has commenced, except where required by law or approved at our sole discretion.

5. Faulty or Defective Digital Content

Under the Consumer Rights Act 2015:

• If a digital tool, listing publication, or paid advertising feature fails to perform as described or experiences severe system outages caused by CarWebb:

1. You are entitled to an immediate repair or replacement (e.g., re-running the promotion or restoring listing visibility);
2. If repair or replacement is impossible or unsuccessful, you are entitled to a full or partial refund of the affected charge.

6. Refund Processing Method & Timeframes

• Payment Method: All refunds are issued exclusively back to the original credit or debit card used at checkout via Stripe Payments UK Ltd. We cannot issue refunds to third-party bank accounts or alternate cards.
• Processing Time: Once approved by our finance desk, refunds are transmitted to Stripe immediately. Stripe returns funds to your issuing bank within 5 to 10 business days, depending on your card issuer’s clearing cycles.
• Zero Surcharges: CarWebb does not levy administrative processing fees or cancellation penalties on legitimate statutory refunds.

7. Chargebacks, Card Inquiries & Direct Resolution

We strongly encourage customers and trade dealers to contact CarWebb support prior to initiating a dispute or chargeback with your issuing bank. Unrecognized transactions can almost always be clarified or rectified within 24 hours:

• Customer Support Telephone: +44 7706 358836
• Support Email: support@carwebb.com
• Hours: Monday to Friday, 09:00 to 18:00 UK Time