Refund request

Request a refund for an address trace
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Product Details


Please do not contact our customer support team as they cannot deal with refund requests

For general questions about your supplied trace

  • Please read our guidance notes on supplied traces for any questions - Read here
  • Questions on supplied traces where our guidance notes are not sufficient - Ask here

Important - Permitted use of refund request

This system is only available where you have used our FREE retrace system

  • You will need to request a retrace here before using this request
  • You can only use this refund request for address tracing services
  • All other services (non-address trace) are supplied on a full & final basis without any refund or recheck guarantee. This would have been agreed upon at the time of purchase by agreeing to our terms of service at checkout.
  • You must have a valid reason to confirm why the supplied address is incorrect from retracing
  • Evidence must be supplied to demonstrate the incorrect address
  • Cases can not be refunded due to cancellation reasons once submitted to us.

Terms & Conditions

  • Please carefully review the following terms and conditions pertaining to our services:
  • Case Underwriting: We do not underwrite cases that are older than 60 days or cases unrelated to address tracing. If your case falls into either of these categories, you will need to request a new search in accordance with our terms of service.
  • Refund Eligibility: Refund requests are only applicable for address tracing cases. If your case does not involve an address locate service, we do not provide refunds, as stated in our terms of service. This condition would have been agreed upon at the time of purchase.
  • Copy Report Requests: If you have not received your report, kindly request a copy report. We do not issue refunds for cases where the report has not been received. It is the customer's responsibility to initiate a copy report request.
  • Timelines: Our services are typically delivered within 7 days. If you have not received your report within this timeframe, please request a copy report for an update. Please check your spam or junk folder for the report or ensure that the provided email address is correct.
  • Refund Discretion: We reserve the right to deny refund requests if they appear to be an abuse of our policies or lack a valid reason. Our decision on refunds is final and cannot be further appealed.
  • Retrace Requests: For cases involving invalid information, please use our retrace request system. However, negative results that have already been refunded cannot utilize this refund request, as retrace results are considered final and are not subject to further recheck.
  • Refund Process: Refunds are issued to the original payment method used for the purchase. The duration of the refund process may vary depending on your payment provider. For specific timelines, kindly contact your credit card issuer, bank, or payment provider such as PayPal. Upon refund, you will receive a notification confirming the refund.
  • Retrace Fees: Retrace requests are free of charge if the original case was delivered within the last 30 days. However, if the original case is older than 30 days, the retrace system will apply an advanced administration fee of £45 plus VAT. This fee will be refunded only if our original trace information is deemed incorrect upon review or if the original supplied address was incorrect at the time of the report.
  • Proper Channels: To request a recheck or refund, please use our designated systems. We cannot authorize rechecks or refunds without following these procedures, as stipulated by our terms of service and UK compliance requirements.
  • Additional Fee: Cases that confirm the accuracy of the original report upon rechecking will be charged an additional fee of £54.00 including VAT.
  • Limitations: Refunds are limited to the total amount paid and do not cover any consequential loss or costs incurred under any circumstances. All information is provided in good faith but without consequential loss cover.
  • Compliance: This refund policy is subject to our terms of service.
  • Please ensure that you familiarize yourself with our terms and conditions before using our services.

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