Refund

  1. General Policy

    All purchases made through SCRUT are final and non-refundable once the purchased service, report, credit, inspection, or digital product has been successfully delivered, generated, activated, accessed, or used.

    By default, cash refunds are not available once users have topped up their credits. A disclaimer notice is clearly displayed before any transaction is made. However, under specific circumstances outlined below, refund requests may be considered.

  2. Non-Refundable Situations

    Refunds are not permitted in the following situations:

    • Accidentally purchasing the wrong report.
    • Blurry vehicle reports/images (provided images are additional and for reference only).
    • Free credits received from promotions or incentives are non-refundable.
    • No refund after report generation. Once a vehicle report has been generated or made available in your SCRUT account/dashboard, the purchase is considered completed and no refund will be provided.
    • “No Record Found” is not grounds for a refund. A report showing “No Record Found” does not mean that the service was not provided. It means that no matching record was found within the databases or data sources searched by the relevant SCRUT service. Therefore, a “No Record Found” result is not eligible for a refund.
    • Credits purchased. Credits successfully credited to a user’s SCRUT account are generally non-refundable. Users are responsible for ensuring that they purchase the correct amount and use the correct account/email address.
    • Incorrect information entered by customer. SCRUT is not responsible for reports generated using incorrect vehicle details, chassis/VIN numbers, registration numbers, email addresses, or other information entered incorrectly by the customer. Such purchases are not refundable.

  3. Situations Eligible for Credit Refund

    Users may request a credit refund in the following cases:

    • Accidental duplicate purchase of the same report (same chassis number).
    • Cancelling an inspection booking before processing (a cancellation fee will be deducted).
    Duplicate or Accidental Purchases
    • Duplicate transactions or genuine technical/payment errors may be reviewed by SCRUT on a case-by-case basis. Approval of any refund remains subject to verification and applicable law.
    Pro-Rated Deduction for Free Credits
    • If a user has received free credits, any unused balance will be adjusted pro-rata before calculating the refund amount.
    • Example: If a user tops up 1000 credits (paid RM950, received 50 free credits) and has used 500 credits, the remaining 500 credits will be adjusted after deducting 25 free credits.

  4. Situations Eligible for Cash Refund

    Users may request a cash refund under the following conditions:

    • If the requested report is unavailable (only applicable for UK reports). Proof that the vehicle originates from the UK must be provided.
    • If credits remain unused within 7 days from the top-up date and have not been used for any transaction.

    Note: All cash refunds will only be processed after verification and will be credited within 14 working days.

  5. Processing Fees

    • A RM30 administrative fee applies to all refund requests (except for unavailable UK reports).
    • This fee will be deducted from the total refund before the amount is credited to the user’s account.

  6. Credit Validity & Refund Request Period

    • Refunds are only applicable for transactions within the past 12 months. Older credits are non-refundable.
    • Users must submit a refund request via email to [email protected] with the necessary proof.

  7. Refund Process & Required Documents

    To ensure a smooth refund process, users must provide the following details:

    Bank Details for Cash Refund
    • Full name of the applicant
    • Bank account number
    • Bank name
    • Copy of IC or passport (for verification purposes)
    Email Submission

    Refund requests must be sent to [email protected] with the subject:
    Refund Request - [User Name]

    Processing Time

    All requests will be processed within 14 working days after receiving the complete documents.

  8. Data Availability

    SCRUT reports are based on information available from relevant databases and data sources at the time the search is conducted. SCRUT does not guarantee that every vehicle will have records available or that every historical event relating to a vehicle will appear in a report.

  9. Technical Issues & Third-Party Service Disruptions

    If a purchased report or service is temporarily unavailable, delayed, incomplete, or inaccessible due to a technical issue, SCRUT will first attempt to restore access, regenerate the report, obtain the required data, or otherwise deliver the purchased service.

    Where the failure is reasonably capable of being remedied, SCRUT shall be given a reasonable opportunity to investigate and resolve the issue before a refund becomes available.

    Where the issue is caused by circumstances outside SCRUT's reasonable control, including any delay, interruption, maintenance, failure, or technical issue involving a third-party service provider, data provider, database, API, external system, or other external source, and the issue is not caused by SCRUT's negligence, the applicable resolution period will ordinarily be up to 24 hours from the time the issue is identified or reported.

    For the following services, where resolution depends on a third-party data provider or external system, SCRUT may require an additional period of up to 24 hours:

    • SUR / JAR
    • ASUR / AJAR
    • SII / SPI

    Accordingly, the total resolution period for the services above may be up to 48 hours, where reasonably necessary to resolve the issue and deliver the purchased report or service.

    If SCRUT is unable to deliver the purchased report or service after the applicable resolution period has expired, the customer may submit a refund request, subject to verification and the other applicable conditions of this Refund Policy.

    The above resolution period will not apply where the failure is confirmed to be incapable of remedy, where SCRUT confirms that the purchased report or service cannot be delivered, or where the customer is otherwise entitled to an earlier remedy under applicable Malaysian law.

    Nothing in this Refund Policy is intended to exclude, restrict, or modify any consumer right or remedy that cannot lawfully be excluded under applicable Malaysian law.

  10. Statutory Rights

    Nothing in this policy is intended to exclude, restrict, or modify any consumer right or remedy that cannot lawfully be excluded under applicable Malaysian law.

By completing your purchase and proceeding with payment, you acknowledge that you have read, understood, and agreed to this Refund & No Refund Policy.