Plain English Summary: EVL charges a flat service fee for our time and expertise — not for outcomes. If you cancel before we start working, you get a full refund minus a small processing fee. Once we've begun active work on your behalf, the fee is earned. We're always fair — if something goes wrong on our end, we make it right.
Refund Scenarios at a Glance
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Before We Start
Full Refund
Cancel within 24 hours of payment before EVL has begun active work. Refund minus $25 processing fee.
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After Work Begins
Non-Refundable
Once EVL has begun searching, negotiating, or contacting dealers on your behalf, the service fee is earned.
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EVL Can't Deliver
Case by Case
If EVL is unable to fulfill the service after reasonable effort, a partial or full refund may be issued at EVL's discretion.
Full Refund Eligibility
You are eligible for a full refund minus a $25 processing fee if ALL of the following are true:
- You cancel your request within 24 hours of payment
- EVL has NOT yet begun active work on your behalf (no dealer contacts, no searches initiated)
- You submit your cancellation request in writing to info@expressvehiclelocators.com
Refunds are processed within 5-7 business days to the original payment method.
Non-Refundable Situations
The service fee is earned and non-refundable once any of the following have occurred:
- EVL has initiated a vehicle search on your behalf
- EVL has contacted any dealer, lender, or buyer regarding your request
- EVL has presented any vehicle match, offer, or deal to you
- More than 24 hours have passed since payment
- You have directly contacted a dealer identified by EVL during an active engagement
- You have purchased a vehicle independently after EVL began working on your request
⚠️ Important: EVL's service fee compensates for expertise, time, and effort — not for a specific outcome. Market conditions, dealer availability, and inventory are outside EVL's control. A fee is earned when EVL performs the service, regardless of whether you ultimately purchase a vehicle.
Partial Refund Consideration
EVL may issue a partial refund at its sole discretion in the following circumstances:
- EVL is unable to locate any vehicle matching your specifications after reasonable nationwide search effort (typically 5+ business days)
- A significant error by EVL materially affected your ability to complete a transaction
- Extraordinary circumstances beyond both parties' control prevented service completion
Partial refund amounts are determined case by case based on the work performed. To request consideration, email info@expressvehiclelocators.com with subject line "Refund Request" and a description of your situation. EVL will respond within 5 business days.
Deal Declined by Customer
If EVL presents a deal that meets your stated specifications — make, model, trim, color, budget, and purchase type — and you decline the deal without reasonable cause, the service fee is fully earned and non-refundable. This includes situations where:
- You change your mind about the vehicle make, model, or type after EVL has begun work
- You decide not to purchase a vehicle at this time
- You choose to purchase a different vehicle through a different channel
- Personal financial circumstances change after service commencement
Cancellation Process
How to Cancel
To cancel your EVL service request and request a refund, email us at:
info@expressvehiclelocators.com
Subject line: "Cancellation Request — [Your Name]"
Please include your name, email address, the date of payment, and the reason for cancellation. EVL will confirm receipt within 1 business day.
Cancellation Does Not Affect Legal Documents
Cancellation of your service request terminates EVL's active work on your behalf but does not retroactively invalidate any signed Service Agreement or Limited Power of Attorney. Those documents become inactive upon cancellation.
Protection Product Refunds
Refunds for vehicle protection products (PDR, GAP insurance, ceramic coating, extended warranty) sourced through EVL are subject to the individual provider's refund policy. EVL will assist you in initiating a refund request with the provider. In general:
- GAP Insurance — typically refundable on a pro-rated basis if cancelled before a total loss claim
- Extended Warranty / VSC — typically refundable pro-rated within the first 30-60 days
- PDR Protection — typically non-refundable after installation/activation
- Ceramic Coating — non-refundable after application
Disputes
If you believe you are entitled to a refund and EVL has denied your request, you may escalate the dispute by emailing info@expressvehiclelocators.com with the subject line "Refund Dispute." EVL will review all disputes within 10 business days.
Unresolved disputes are subject to binding arbitration in Texas under the terms of the EVL Service Agreement and Terms of Service.
Contact
Questions about this Refund Policy:
Express Vehicle Locators
Email: info@expressvehiclelocators.com
Response time: Within 2 business hours Mon–Sat 8am–8pm CT