Refund policy
SwiftFleet Return & Refund Policy
Effective Date: 28/09/2025
Applies to: All customers booking vehicle inspections through SwiftFleet
Governing Law: England and Wales
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1. Introduction
This Return & Refund Policy forms part of SwiftFleet’s legally binding Terms of Service and is designed to eliminate ambiguity, protect operational continuity, and set clear, enforceable limits on customer refunds, cancellations, and misuse.
By booking an inspection through SwiftFleet, you agree to the terms set out in this policy in full.
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2. Scope of Services
SwiftFleet provides access to independent, freelance mechanics who perform non-invasive, on-site vehicle inspections. Reports are delivered digitally and reflect the condition of the vehicle at the time of inspection only.
All services are rendered as-is, and no guarantee, warranty, or future assurance is provided.
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3. Refund Eligibility
Refunds are granted only in strictly limited circumstances:
3.1 Inspector No-Show or Failure to Perform
• Full refund issued if no inspector arrives, and no inspection takes place due to fault on SwiftFleet’s side.
• No refund if the customer is unreachable, late, or provides incorrect location/access details.
3.2 Cancellation by Customer
• 100% refund if cancelled more than 24 hours before scheduled inspection.
• 50% refund if cancelled less than 24 hours before scheduled inspection but prior to dispatch.
• No refund once an inspector has been dispatched or is en route.
3.3 Material Defect in Report
• Partial or full refund only if the inspection report is incomplete, corrupted, or fails to include key checklist items, and such defect is:
• Reported to SwiftFleet within 24 hours of report delivery
• Verified internally by SwiftFleet’s compliance team
SwiftFleet reserves the right to offer a corrective re-inspection or platform credit in lieu of refund, at its discretion.
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4. Situations Where Refunds Will Not Be Issued
Refunds will not be granted under any of the following conditions:
• The customer disagrees with the mechanic’s professional opinion or rating
• The inspection uncovered faults or led to a decision not to purchase the vehicle
• The customer changed their mind post-inspection
• The customer was not present at the inspection and disputes facts verbally
• The vehicle was sold, moved, or inaccessible at the time of inspection
• Report is complete and accurate, but the customer is dissatisfied with the result
• Refund request submitted outside the 24-hour window
• The report was used for negotiations, resale, or third-party decisions, and later disputed
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5. Chargeback & Fraud Policy
Unfounded chargebacks or attempts to bypass this policy will trigger:
• Immediate and permanent suspension of the customer’s SwiftFleet account
• Formal dispute submission to the payment processor, including full documentation
• Legal recovery of the original amount plus administrative and legal fees
SwiftFleet takes chargeback fraud seriously and will pursue all remedies available under UK law.
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6. Refund Method & Timeframe
• Approved refunds will be returned to the original payment method within 5 working days
• SwiftFleet is not liable for delays caused by banks, payment gateways, or customer error
• Customers will be notified in writing once a refund has been processed
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7. Re-Inspection or Credit Option
In some cases, SwiftFleet may offer the following as alternatives to refund:
• A free corrective re-inspection, to be completed within 5 working days
• A SwiftFleet credit, equal to the booking value, valid for 12 months
These are offered at SwiftFleet’s discretion and acceptance does not imply liability or fault.
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8. How to Request a Refund
All refund requests must be submitted in writing to:
Email: support@swiftfleet.co.uk
Subject: “Refund Request – [Booking Reference]”
Include:
• Booking reference number
• Reason for refund
• Supporting evidence (if applicable)
• Confirmation of payment method used
Requests must be submitted within 24 hours of report delivery. Requests submitted after this window will not be reviewed.
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9. Abuse of Policy
Customers who:
• Submit multiple refund claims within a 3-month period
• Attempt to exploit refund loopholes
• Misrepresent report quality or job outcome
…may be blacklisted from SwiftFleet services without further notice. SwiftFleet reserves the right to report fraudulent conduct to banks, insurers, and appropriate legal authorities.
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10. Governing Law & Jurisdiction
This policy is governed by the laws of England and Wales.
Any disputes shall be handled under the exclusive jurisdiction of UK courts and in alignment with the Consumer Rights Act 2015 where applicable.