Refund policy

Last updated: 26 September 2026

The short version

Your key has not been sent yet? Email us to cancel and we refund you in full.
Your key has been sent? Your legal right to cancel has ended, because you asked for the key straight away at checkout. But if AutoScan does not work with your vehicle, our 14-day promise applies.
Something is wrong with the key or the software? You have rights under the Consumer Rights Act 2015 that do not run out after 14 days. We will put it right.

To ask for a refund, email info@autoscansoftware.com.

1. Before your key is sent

You can cancel for any reason and get a full refund. Email us with your order number and say you want to cancel. You do not need to give a reason.

Most keys are sent within minutes, so this window is usually short.

2. After your key is sent

When you buy online you normally have 14 days to cancel. For digital content, that right ends once delivery starts, if you asked for delivery straight away and accepted that you would lose the right.

At checkout you tick a box to ask for your key straight away. The box also says you understand you will lose your right to cancel once the key is sent. We confirm this in your order email. So once your key is sent, you can no longer cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you did not give that consent, or we did not confirm it to you in writing, you keep your right to cancel for 14 days from the day of your order. You would then get a full refund.

3. Our 14-day promise

This is our own promise. It is in addition to your legal rights.

If, within 14 days of receiving your key, AutoScan will not connect to or read your vehicle, or does not do what our product page says, tell us what happens. We will try to fix it first. Most connection problems are a COM port setting that takes minutes to correct. If we cannot make it work, we will refund you in full.

For the promise to apply, you need a Windows PC (Windows 7 to 11), a vehicle with an OBD2 port, and a working ELM327 adapter.

We do not normally refund a key that works as described just because you have changed your mind. That is why we offer a free trial. Please use it to check AutoScan on your own vehicle before you buy.

4. If the key or the software is faulty or not as described

This is separate from changing your mind, and nothing on this page limits it.

Under the Consumer Rights Act 2015, AutoScan must be of satisfactory quality, fit for its purpose and as described. If it is not:

you are entitled to a repair or a replacement, such as a new key or a fix;
if we cannot do that, or cannot do it in a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which can be a full refund;
if our software damages your device or other files because we did not use reasonable care and skill, we will repair the damage or pay you fair compensation.

These rights do not end after 14 days. Digital content does not have the 30-day “short-term right to reject” that physical goods have, so the remedies above apply instead.

In practice, this is what we do:

The key does not arrive: we send it again. If we cannot deliver it, we refund you in full.
The key is refused: we check that it matches your edition and send a working key. If that fails, we refund you in full.
You received the wrong edition: we send the right key, or refund you in full.
The download link does not work: we send a working link.
AutoScan does not do what the product page says: we refund you in full.

5. What is not a fault

These are not faults in AutoScan, although we are still happy to help:

You do not have an ELM327 adapter, or your adapter is faulty. We do not sell adapters.
Your computer does not run Windows 7 to 11. AutoScan does not run on macOS or Linux.
Your vehicle does not have an OBD2 port.
You wanted a feature that the product page does not say your edition has.
You have lost your key. Just email us and we will send it again, free.

6. If you bought on eBay

This policy applies to eBay orders too. eBay’s own buyer protection and the returns policy shown on the listing also apply.

eBay’s checkout does not show our consent tick box. If you did not give us that consent in another way, you keep your legal right to cancel for 14 days.

7. How to cancel or ask for a refund

Email info@autoscansoftware.com. For help getting AutoScan working, you can also email autoscanhelp@gmail.com. Please tell us:

your order number, or the email address or eBay user name you bought with;
which edition you bought;
whether you want to cancel, or are reporting a problem;
for a problem: your Windows version, your adapter, your vehicle’s make, model and year, and what happens. A screenshot helps.

You can use the model cancellation form if you like, but you do not have to. We usually reply within one working day.

You can also write to us at 83 Lynton Mead, London N20 8DH.

8. How refunds are paid

We refund to the same card or PayPal account you paid with. eBay orders are refunded through eBay.
We refund within 14 days of you cancelling, or of us agreeing that you are entitled to a refund. In practice it is usually much sooner.
We never charge a fee for a refund.
Your bank may take a few more days to show the money.

When you get a refund, your licence ends. Please uninstall AutoScan and do not use the key again.

9. If you are not happy with our answer

Tell us, and we will look at it again. If we still cannot agree, we will write to you by email to say so. We will name RetailADR (www.retailadr.org.uk), an approved alternative dispute resolution provider, and tell you whether we are willing to use it. RetailADR is free for consumers.

Citizens Advice gives free, independent advice on 0808 223 1133 or at citizensadvice.org.uk.

10. Your statutory rights

Nothing on this page reduces your legal rights. If anything here conflicts with them, your legal rights win.

AutoScan Software is the trading name of Antonio Jacquaye, 83 Lynton Mead, London N20 8DH. See our Terms of Sale for full details.