Frequently Asked Questions

SERVICE

How will I receive my report?

Your TÜV report will be emailed to you within 72 hours of the inspection being completed. You may print a copy at home, but only digital reports are available at this time.

How long does it take to get a report?

Inspection reports are delivered to the email address associated with your account within 72 hours. In some cases, such as if the inspector cannot get full access to the vehicle, reports may be delayed. You will be notified by email in the event of any delays.

What qualifications do your TÜV inspectors have?

Our TÜV NORD vehicle experts are trained technicians certified in Pre-Owned Vehicle Damage Analysis and Estimation. Our company has decades of experience with vehicles of various makes and models; inspectors are only assigned to cases for which they have exceptional knowledge and we are proud of our extremely high standard of service.

Why should I trust the TÜV report?

TÜV NORD GROUP has performed millions of vehicle inspections worldwide. We are an international authority on technical advice and safety for a number of industries and guarantee your satisfaction with our service.

CANCELLATIONS & TROUBLESHOOTING

What if I want to cancel my inspection?

Inspection cancellation requests must be made 72 hours or more in advance of the scheduled appointment in order to avoid credit card charges. Cancellation requests within 72 hours of the scheduled appointment may not be possible and we are unable to offer refunds.

What happens if the appointment is missed or the inspector can’t get access to the vehicle?

Appointments missed or where the inspector is unable to access the vehicle will need to be rescheduled by requesting a new booking. We are unable to offer refunds for confirmed appointments that are missed/ cancelled with fewer than 72 hours notice, or where TÜV is prevented from completing the inspection.

What if I didn’t receive my report?

Inspection reports are delivered to the email address associated with your account within 72 hours. In some cases, such as if the inspector cannot get full access to the vehicle, reports may be delayed. You will be notified by email in the event of any delays. If you do not receive your report or a delay notice, please check your email’s spam or junk folder before contacting Customer Care.

CUSTOMER CARE

How do I reach Customer Care?

You are welcome to contact TÜV NORD by email at sales.mobilitycanada@tuv-nord.com 24/7 and a Customer Care representative will be happy to assist you within 72 hours. For general inquiries, please use our website’s contact form.

What if I have questions about the report?

For questions about your report, you may reply by email to the address from which your report was sent or e-mail our Customer Care Team at sales.mobilitycanada@tuv-nord.com

What if I’m not happy with the service?

For concerns about your report, you may reply by email to the address from which your report was sent or e-mail our customer care team at sales.mobilitycanada@tuv-nord.com

REFUND POLICY

What is your refund policy?

If you are not satisfied with our service please contact customer service so we can make your TÜV experience better and supply an appropriate refund.

OR

TÜV NORD will gladly refund the full purchase amount less a $10 Processing and Administration Fee if the following conditions have been met:

  1. TÜV NORD was not able to perform the inspection requested within 14 days of the purchase date AND
  2. The purchaser has requested an inspection cancellation within 3 days of the original request date AND no shorter notice than 1 full business day between the cancellation and the inspection date AND
  3. No cost on behalf of TÜV NORD has been incurred
  4. A portion of the purchase amount will be refunded if damage is not noted on our reports ONLY IF these damages were present at the time of the inspection and can be verified from the photographs taken from the TÜV NORD inspector.

There will be no refunds issued within 1 full business day prior to the scheduled inspection or if the cancellation notice is requested after the third business day after the inspection request date and prior to the 14 business day completion timeline.