Refund Policy

Last updated: January 15, 2026

This Refund Policy explains the circumstances under which refunds are available for transactions on AutoScout24 SafeTrade, and the process for requesting a refund.

1. Refund Overview

AutoScout24 SafeTrade operates an escrow service that protects both buyers and sellers. Refunds are available in specific circumstances as outlined in this policy.

All refunds are subject to verification and must be requested within the specified timeframes.

2. Buyer Refund Rights

2.1 Pre-Inspection Cancellation

Timeframe: Before vehicle inspection begins

Refund Amount: Full payment minus service fees (2.5%)

Conditions:

Buyer has not yet inspected the vehicle
No formal inspection appointment has been scheduled
Request must be submitted through the platform

Processing Time: 5-7 business days

2.2 Vehicle Misrepresentation

Timeframe: Within 7 business days of inspection

Refund Amount: Full payment (100%) including service fees

Eligible Reasons:

Vehicle condition significantly different from listing
Undisclosed major defects or damage
Incorrect mileage or VIN information
Misrepresented service history
Safety issues not mentioned in listing

Required Evidence:

Detailed photos/videos of discrepancies
Independent inspection report (if applicable)
Original listing screenshots
Communication records with seller

Processing Time: 7-10 business days (after investigation)

2.3 Seller-Initiated Cancellation

Timeframe: Any time after payment

Refund Amount: Full payment (100%) + compensation (€100)

Automatic Processing: When seller cancels after payment received

Processing Time: 3-5 business days

2.4 Failed Mechanical Inspection

Timeframe: Within inspection period (7 days)

Refund Amount: Full payment minus inspection costs (if applicable)

Conditions:

Professional inspection identifies major safety issues
Vehicle fails mandatory safety standards
Cost of repairs exceeds 10% of purchase price

Required: Official inspection report from certified mechanic

Processing Time: 7-10 business days

3. Non-Refundable Situations

Refunds will NOT be granted in the following circumstances:

Change of Mind: Buyer simply changes their mind after inspection acceptance
Minor Cosmetic Issues: Small scratches, dents, or wear consistent with vehicle age
Personal Preferences: Color, interior details, or subjective preferences
Post-Acceptance Issues: Problems discovered after formal acceptance
Buyer's Remorse: After completion of transaction and vehicle transfer
Third-Party Financing: Issues related to buyer's financing arrangements
Late Requests: Refund requests after the 7-day inspection period

4. Service Fee Refunds

Buyer Service Fees (2.5%)

Refunded: Vehicle misrepresentation, seller cancellation, failed inspection
Not Refunded: Buyer cancellation, change of mind

Seller Service Fees (1.5%)

Refunded: Buyer cancellation before inspection
Not Refunded: Completed sales, seller cancellation (fees forfeited + penalty)

5. How to Request a Refund

Step 1: Submit Request

Log into your AutoScout24 SafeTrade account
Navigate to the transaction in question
Click "Request Refund" button
Select refund reason from dropdown
Provide detailed explanation

Step 2: Submit Evidence

Upload photos/videos showing issues
Attach inspection reports (if applicable)
Include communication records
Provide any additional documentation

Step 3: Review Process

Our team reviews your request within 48 hours
We may contact you for additional information
We may contact the seller for their response
Independent verification may be conducted
Decision communicated via email and platform notification

Step 4: Refund Issuance

Approved refunds processed within stated timeframes
Funds returned to original bank account
Confirmation email sent with transaction details
Bank processing may take additional 3-5 business days

6. Dispute Resolution

If you disagree with our refund decision:

Appeal Process: Submit an appeal within 7 days of decision with new evidence
Mediation: Request independent mediation through our platform
Arbitration: Final resolution through binding arbitration
Legal Action: You retain the right to pursue legal remedies

7. Special Circumstances

Fraudulent Listings

If a listing is determined to be fraudulent, full refund including all fees will be issued immediately, and the seller's account will be permanently banned.

Stolen Vehicles

If a vehicle is discovered to be stolen, transaction will be immediately canceled, full refund issued, and authorities notified.

Force Majeure

In cases of natural disasters, war, or other unforeseeable circumstances preventing transaction completion, refunds will be issued on a case-by-case basis.

8. Refund Timeline Summary

Refund Type	Processing Time	Bank Clearance	Total Time
Seller Cancellation	3-5 days	3-5 days	6-10 days
Buyer Pre-Inspection	5-7 days	3-5 days	8-12 days
Misrepresentation	7-10 days	3-5 days	10-15 days
Failed Inspection	7-10 days	3-5 days	10-15 days

9. Contact Us

For questions about refunds or to request assistance:

Email: refunds@autoscout24-safetrade.com
Phone: +40 21 XXX XXXX (Mon-Fri, 9:00-18:00)
Live Chat: Available through your account dashboard

⚠️ Important Notice

This Refund Policy is part of our Terms of Service. By using AutoScout24 SafeTrade, you agree to these refund terms. We reserve the right to update this policy at any time with notice to users.