Every Truth Trade report depends on reaching a real person: the car’s previous owner. Most of the time we do. When we can’t, this policy explains exactly what you get back, so you know before you order. Refunds and credits are decided car by car, so one car on an order can be refunded while another is completed.
The short version
- Previous owner not found? Full refund of that car’s report price, plus any sales tax charged on it.
- Owner found but never responds? A credit toward a future report: 25% of that car’s report price, or 20% on orders of 3 or more cars.
- Changed your mind? Cancel before we start reaching out to the owner and you get everything back, including Rush.
- Rush fees are non-refundable once outreach has started.
- Completed reports aren’t refundable, even when the findings aren’t what you hoped.
Owner not found: full refund
If our search can’t identify the car’s last registered owner, we refund that car’s report price to your original payment method. You get that car’s report price back.
| Your order | Refund per car |
|---|---|
| 1 or 2 cars | $89.99 |
| 3-car bundle ($230) | $76.67 (one third of the bundle) |
| Each car after the third | $75.99 |
Any Florida sales tax charged on that car is refunded with it. If you used a credit code, the refund can’t be more than what you actually paid. When we refund, we also email you a short note on what we searched, and attach any research we completed.
Owner found, no response: credit
Sometimes we identify the owner but they never answer. Before we call it, we work through our full outreach sequence: six attempts by call and text at different times of day, over about a week. If there’s still no response, you receive a credit toward a future report:
| Your order | Credit per car |
|---|---|
| 1 or 2 cars | 25% of the report price ($22.50 per car) |
| 3-car bundle | 20% of the per-car price ($15.33 per car) |
| 4 or more cars | 20% of the average per-car price |
- Credits arrive by email as a one-time code. Enter it in the “Add promotion code” box at checkout.
- Codes don’t expire and can be used on any future report.
- Each code works once, can’t be exchanged for cash and can’t be combined with another code on the same order.
- We also send the research we completed on the car.
Why a credit and not a refund? By the time an owner goes quiet, our team has already identified them and worked through a full week of outreach. The credit lets you put that toward another car without paying full price again.
Cancelling an order
Every order confirmation email has a “Request a refund” link. Use it to cancel any car on your order. You can also email info@truthtrade.co or call (813) 550-5077 with your order number.
- If we haven’t started on that car yet: it’s cancelled and refunded right away, including the Rush fee and sales tax.
- Cancelling from a 3-car bundle: the bundle price is for 3 or more reports. If cancelling leaves fewer than 3 cars, the cars you keep are charged at the regular $89.99 price and you’re refunded the difference. For example, cancelling 1 car from a $230 bundle refunds $50.02 plus its sales tax, because 2 cars cost $179.98. The refund page shows your exact amount before you confirm.
- If our team has already started: we pause the search and email you two choices: keep the report going, or cancel and take a credit toward a future report (25% of that car’s report price, or 20% on orders of 3 or more cars). If we don’t hear back within 72 hours, we cancel the report and email you the credit.
Once a report has been completed and sent to you, it can’t be cancelled.
Rush fees
The Rush fee ($30 per car) moves your car to the front of the line and starts owner outreach within 18 hours instead of 36. Because that work starts right away, the Rush fee is non-refundable once outreach has begun, even if the report itself is later refunded or credited. If you cancel before outreach starts, the Rush fee is refunded too.
Completed reports
Once a report is completed and emailed to you, it isn’t refundable. A report records what we found and labels every finding as Verified or Owner-reported, so you can see what was checked. A report with findings you didn’t expect, or a previous owner who shared less than you hoped, is still a completed report.
If you think a report contains a factual mistake, tell us within 30 days of delivery. We’ll review it and, if we got something wrong, send a corrected report at no cost.
Duplicate or mistaken orders
Ordered the same car twice, or entered the wrong VIN? Email us as soon as you notice. If outreach hasn’t started on the duplicate or incorrect car, we’ll refund it in full. If it has, we’ll work with you to fix it fairly.
How refunds are paid
- Refunds go back to the card or payment method you used. We can’t send them anywhere else.
- We issue refunds as soon as the outcome is decided. Your bank usually posts them within 5 to 10 business days.
- You’ll get an email from us the moment a refund or credit is issued.
Card disputes and chargebacks
If something doesn’t look right, please contact us before disputing a charge with your bank. Most questions are solved within a day. Disputes opened while a refund or credit is already on its way can delay your money.
Changes to this policy
If we change this policy, we’ll update the date at the top of this page. The version in effect when you placed your order is the one that applies to it.
Questions about a refund or credit?
Email us with your order number (it starts with TT-) and we’ll get back to you.
Or call (813) 550-5077.