Refund policy

1. Company Information

COC-ONLINE
FICHA TECNICA COCHE S.L.
ESB44570349
Calle Caléndula 93, 28109, Madrid, Spain
Email: info@coc-online.com

2. Nature of the Service

COC-Online provides an intermediary service for the request and delivery of Certificates of Conformity (COC) issued exclusively by vehicle manufacturers or their authorized representatives.

COC-Online does not issue, modify, verify, or alter the content of any Certificate of Conformity.

3. Right of Withdrawal (EU Consumers)

In accordance with Directive 2011/83/EU, consumers have the right to withdraw from this contract within 14 days from the conclusion of the contract, unless an exception applies as described below.

To exercise the right of withdrawal, you must notify COC-ONLINE by a clear statement (for example, by email) before the withdrawal period expires.

4. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Services that have begun with the consumer’s prior express consent and acknowledgment of the loss of the right of withdrawal once the service has started.
  • Custom or personalized services, including but not limited to Certificates of Conformity (COC) requested for a specific vehicle identified by VIN.

For the purposes of this policy, the service is considered to have started once:

  • the request has been submitted to the manufacturer, and/or
  • a digital copy (PDF) of the COC has been delivered to the customer.

By placing an order, the customer expressly:

  • consents to the immediate commencement of the service, and
  • acknowledges the loss of the right of withdrawal once the request has been submitted to the manufacturer.

This exemption is in accordance with Directive 2011/83/EU, Article 16(a) and (c).

5. No Refund Situations

No refunds shall be granted in the following cases:

  • The Certificate of Conformity has been requested from the manufacturer.
  • A PDF or digital copy of the Certificate of Conformity has been delivered.
  • The customer claims that the COC does not include specific technical information (such as the EURO emission standard), is not accepted by a local authority (ITV, DGT, registration office, etc.), or differs from expectations based on local or national requirements.
  • Delivery is delayed due to manufacturers, logistics providers, verification processes, public holidays, or force majeure events, provided the request is being actively processed.
  • The customer changes their mind after the service has begun.

The customer acknowledges that the content, structure, and data fields included in the COC are determined solely by the manufacturer and are outside COC-Online’s control.

6. Delivery Format (PDF / Original)

Where a digital copy (PDF) of the COC is offered or delivered, such delivery constitutes full performance of the service, unless explicitly stated otherwise at the time of purchase.

Claims that a PDF version is “not sufficient” or “not accepted” by third parties do not constitute valid grounds for a refund.

7. Address Accuracy and Delivery Issues

Customers are responsible for ensuring that all delivery details provided are accurate and complete.

  • COCs issued with incorrect address information are not eligible for refund or replacement.
  • Additional costs resulting from failed delivery, non-collection, or incorrect information may be invoiced to the customer.

8. Chargebacks and Payment Disputes

By placing an order, the customer agrees not to initiate chargebacks, PayPal disputes, or payment reversals for reasons related to:

  • document content,
  • regulatory acceptance,
  • estimated delivery times, or
  • third-party delays,

provided that COC-Online has fulfilled its intermediary obligations.

Unjustified chargebacks may result in account suspension and recovery of associated costs.

9. Contact

For any questions regarding this Refund Policy, please contact us at:
info@coc-online.com

10. VAT Misuse and Non-Refundable Situations

If a customer provides a VAT identification number (VAT ID) that does not belong to them or cannot be reasonably verified as theirs, COC-Online reserves the right to:

  • charge the applicable VAT in accordance with Spanish tax law, and
  • withhold delivery of the Certificate of Conformity (COC) until such VAT has been paid or valid proof of ownership has been provided.

No refund shall be granted if:

  • the Certificate of Conformity has already been requested from the manufacturer or supplier, and
  • the customer has provided an incorrect, misleading, or unauthorized VAT ID.

The customer is solely responsible for providing accurate and valid VAT information at the time of purchase.