Cancellation & Refund Policy
Last updated: August 28, 2026
1. Payment policy
Inspection appointments are prepaid. Payments are generally non-refundable except where specifically stated in this policy or where otherwise required by applicable law.
2. Cancelling 12 or more hours before your appointment
- The payment is not refunded.
- You may reschedule the inspection one time at no additional charge.
- The rescheduled appointment is subject to availability.
3. Cancelling less than 12 hours before your appointment
- The inspection payment is non-refundable.
- A complimentary reschedule is not guaranteed.
- A new appointment may require a new inspection payment.
4. Vehicle access is your responsibility
You are responsible for confirming that Matevo has permission and reasonable access to the vehicle at the scheduled time. This includes coordinating with the dealership, private seller, vehicle owner, or any other person who controls access to the vehicle.
Please confirm the appointment, vehicle location, key access, and any required dealership or seller permission before the inspector travels to the vehicle.
If access is unavailable after the inspector arrives, the policy in Sections 5 and 6 applies.
5. Seller or dealership unavailable
If the inspector arrives at the agreed location at the scheduled time but the seller, dealership, or vehicle representative is unavailable:
- The inspector will wait up to 30 minutes unless other arrangements are agreed.
- Matevo may make reasonable efforts to contact the seller, dealership, or vehicle contact you provided.
- If access cannot be obtained after the waiting period, the inspector may leave and the inspection cannot be completed.
No cash refund is issued when access is unavailable after the inspector has arrived. However, your original booking payment will remain applied to one free rescheduled inspection for the same vehicle, subject to availability.
The free reschedule:
- Applies only to the originally scheduled vehicle.
- Applies once per original booking.
- Does not guarantee same-day, expedited, or priority availability.
- Must be scheduled within 14 calendar days of the original appointment.
- Does not apply to a different vehicle.
- Does not create a second free reschedule if access is unavailable again.
Additional missed-access appointments may require a new booking and payment.
6. Seller or dealership refuses the inspection
If Matevo arrives for the scheduled inspection and the seller, dealership, owner, or vehicle representative refuses to allow the inspection, the inspection cannot be completed.
No cash refund is issued after the inspector has arrived. However, your original booking payment will remain applied to one free rescheduled inspection for the same vehicle, subject to availability.
The free reschedule:
- Applies only to the originally scheduled vehicle.
- Applies once per original booking.
- Does not guarantee same-day, expedited, or priority availability.
- Must be scheduled within 14 calendar days of the original appointment.
- Does not apply to a different vehicle.
- Does not create a second free reschedule if access is unavailable again.
Obtaining permission before the appointment is the customer's responsibility.
If Matevo determines before dispatching the inspector that the inspection cannot proceed, and Matevo has not incurred travel or inspection-related costs, Matevo may offer a reschedule or another appropriate resolution.
7. Vehicle sold or unavailable before the inspection
- Notified 12 or more hours before the appointment: you may use your one-time complimentary reschedule for another eligible vehicle within our service area.
- Notified less than 12 hours before the appointment: the payment is non-refundable and a complimentary reschedule is not guaranteed.
8. If Matevo cannot perform the inspection
If Matevo cancels an appointment or cannot perform the inspection due to an issue within Matevo's control, you may choose either:
- a full refund, or
- a complimentary reschedule.
9. Weather and unsafe conditions
Safety takes priority. If Matevo determines that weather, location conditions, vehicle conditions, or another safety issue makes the inspection unsafe to perform, the inspection may be postponed and you will be offered a complimentary reschedule with no rescheduling penalty. Inspectors are never required to perform a procedure they determine is unsafe.
10. Inspection limitations
Some inspection procedures depend on the package purchased, vehicle design, seller/dealership permission, safe access, road conditions, weather, vehicle operability, available diagnostic support, and other conditions outside Matevo's control. Examples include a road test, underbody inspection, OBD/diagnostic testing, or access to certain vehicle components.
If one specific procedure cannot safely or reasonably be performed, Matevo may complete the remaining applicable procedures. The inability to perform an individual procedure due to access, safety, vehicle design, seller restrictions, or other conditions outside Matevo's control does not automatically qualify you for a full or partial refund. Material limitations are documented in the inspection report where appropriate.
11. $39 rush / expedited service fee
The optional $39 rush fee applies specifically to expedited scheduling and service, and expedited service remains subject to availability.
- If Matevo accepts the $39 rush fee but is unable to provide the promised expedited service, the $39 rush fee is refunded. The underlying inspection payment remains subject to the rest of this policy.
- If expedited service cannot occur because of the customer, seller, dealership, vehicle access, unsafe conditions, or another circumstance outside Matevo's control after expedited scheduling has been arranged, the rush fee is not automatically refundable.
12. Report delivery
Completed inspection reports are delivered within 4 hours after the inspection is completed.
13. Refund processing
Where a refund is issued under this policy, it is processed through Stripe to your original payment method and typically appears within 5–10 business days, depending on your bank or card issuer.
14. How to cancel or reschedule
Contact us as soon as possible by email at support@matevoinspection.com or by phone at (571) 716-0696. Please include your order number so we can assist you quickly.
15. Changes to this policy
We may update this policy from time to time. The current version will always be posted at this URL.
16. Your legal rights
Nothing in this policy limits any rights or remedies that cannot be waived under applicable law.