Refund policy
Last updated 6 October 2026
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel and get a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
Automatic credit returns
If Kensa-ya cannot produce a report from your upload (for example it is not an auction sheet, it is unreadable, or our system fails), the credit is returned to your account automatically.
When we refund
- Unused credits: email us within 30 days of purchase and we will refund unused credits from that purchase.
- A report that is materially wrong: if the report misreads the sheet in a way that matters (for example the wrong grade, wrong year or a missed damage code) tell us with the report link and we will return the credit or refund it.
- Double charges or payment errors: always refunded.
When we usually don't
- A used credit on a report that is accurate to the sheet, including where the sheet itself was wrong or the car turned out differently in person.
- Differences between estimated and actual landed costs. The report shows ranges and sources and is clearly an estimate.
- Changing your mind after using a credit.
None of this limits your rights under the Australian Consumer Law.
How to ask
Email hello@kensa-ya.com with the email on your account and the report link if relevant. We aim to reply within 2 business days. Refunds go back to the original payment method through Stripe.