Refund Policy

Last updated: 22 May 2026

Refund window

VehicleRights, operated by Nyex Ltd, offers a 14-day refund window on the complaint pack unlock from the date of your order. Whether a refund is granted depends on the eligibility rules below, which reflect the fact that the complaint pack is a digital product delivered on demand.

When you're eligible for a refund

We will refund your unlock fee (£9.99 Letter only or £19.95 Full pack) if any of the following applies:

1. Technical failure on our side. The complaint pack failed to generate, the download was broken, or your account was unable to access what you paid for, and we were unable to resolve it in a reasonable time.
2. Duplicate or accidental charge. You were charged twice for the same complaint, or charged on the wrong account/email.
3. Material defect in the output. The generated pack did not reflect the facts you submitted through the questionnaire due to a fault on our side (not your own edits or changes of mind about the content).
4. Unauthorised payment. The cardholder did not authorise the charge. These cases are handled through Paddle's fraud and chargeback process.
5. Change of mind within 14 days, subject to the digital content rule below.

Digital content: immediate access waiver

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel digital content can be waived once you give express consent to immediate access and acknowledge that you lose the right to cancel once delivery begins.

By unlocking your complaint pack you confirm that:

• you want the pack generated and made available to you immediately, and
• you understand that once the pack has been generated or downloaded, you lose the statutory 14-day right to cancel for change of mind.

Before the pack has been generated or downloaded, change-of-mind refunds are available within 14 days, no questions asked. After the pack has been generated or downloaded, refunds are only available for reasons 1–4 above.

How to request a refund

Our orders are processed by our online reseller Paddle.com, which is the Merchant of Record and handles refunds on our behalf. To request a refund:

1. Go to paddle.net and look up your order using the email address you used at checkout, or
2. Contact us via our contact page, telling us which of reasons 1–5 applies, and we will arrange the refund with Paddle for you.

Refunds are returned to the original payment method. Processing typically takes 5–10 business days, depending on your bank.

Buyer protection

In addition to this policy, your purchase is covered by the Paddle Refund Policy and the Paddle Checkout Buyer Terms, which include statutory consumer rights that cannot be excluded.

Questions

If you have any questions about a refund or your order, contact us via our contact page.