Cancelling, and when we refund
How to cancel
Email josh.atherton@cocautodocs.com from the account owner's address saying you want to cancel. We confirm by email within two working days. Because we invoice you rather than charge a card, nothing is taken automatically: cancelling means we stop sending renewal invoices. You keep full access until the end of the term you have paid for, then the account becomes read-only for 30 days so you can download everything, after which your data is deleted as described in the Data Processing Agreement.
Before you cancel, export your certificates. Vehicle type-approval law requires the manufacturer to keep a copy of every Certificate of Conformity for ten years from the vehicle's manufacture. That duty sits with you, and our deletion after the 30-day window is permanent.
You do not need to give a reason, but if you tell us why we will listen.
During a trial
A trial is free and there is nothing to refund. You can stop using the service at any time, and you can delete your company from the Company page yourself.
Monthly plans
Cancel at any time. The plan ends at the end of the month you have paid for. We do not refund the remaining days of the current month on a change of mind.
Annual plans
Cancel at any time. The plan ends at the end of the year you have paid for, and we do not refund the remaining months on a change of mind, because the annual price already includes the discount shown on the pricing page.
There is one exception. If you cancel within 14 days of first activating an annual plan and no vehicle files have been made in that time, we refund the whole payment. This is a goodwill term to make choosing annual billing less of a leap; it applies once per customer.
When we refund in full or pro rata
We refund the unused part of a prepaid term, calculated by whole days, if:
- we materially fail to provide the service and do not put it right within 14 days of you telling us;
- we withdraw the service or remove a feature you rely on without a reasonable alternative;
- we make a material change to the customer agreement and you cancel before it takes effect;
- we end the agreement for a reason other than your breach; or
- an event outside either party's control stops the service for more than 30 days in a row and either of us ends the agreement as a result.
Service credits for availability shortfalls are separate and are set out on the Service Levels page.
Where a refund is due
We pay it by bank transfer to the account the payment came from, within 14 days of agreeing it, and send a credit note. If we are ever unable to pay to the original account we will ask you for another.
Business customers
The service is sold to businesses. The statutory 14-day cancellation right for consumers buying at a distance does not apply to business purchases. The 14-day refund on a first annual plan above is a term we offer voluntarily, not a statutory right.
Effective 9 September 2026.