Buyer Protection

VitrinCar connects you with verified dealers and private sellers. The sale contract is between you and the seller, but we give you clear tools and a defined process for every situation — and we act on every report.

How we protect you

Verified sellers — dealers pass identity, business and document checks before they can list.
Secure on-platform messaging — keep every message, offer and agreement in writing inside VitrinCar.
History fields on the listing — TÜV/HU, service history, accident status, ownership and mileage are shown when the seller provides them.
Report & review — one click opens a structured report with a ticket number. Standard review: within 24 hours; suspected fraud or safety: prioritised (usually a few hours).

What to do if…

1. The car is no longer available

Sellers must mark sold cars as sold. If a listing still shows but the seller says it is gone, report the listing (reason: No longer available). We contact the seller and remove or relist within 24h, and email you similar live alternatives.

2. The mileage looks wrong

Advertised km must match the odometer and service records. Ask for the service book / HU report in messaging first. If it is misrepresented, report it (reason: Incorrect mileage) with a photo of the odometer — we open a ticket, ask the seller for proof, and remove the listing if it cannot be substantiated.

3. The car was in an accident (not disclosed)

Accident status is a required disclosure. Ask for the damage/repair history and, for higher-value cars, an independent inspection (Vitrin Doctor / TÜV). If an undisclosed accident is found, report it (reason: Undisclosed accident / condition) — confirmed cases get the listing removed and the seller flagged; repeat offenders are suspended.

4. You already paid (deposit or full)

Never pay before seeing the car and signing a contract. VitrinCar does not hold buyer funds. If you paid and the seller will not deliver, keep all payment proof and messages and report it immediately (reason: Payment dispute / fraud). We prioritise these (review within hours), suspend the seller, preserve the evidence, and give you the documentation you need for your bank and the police.

5. Your test drive was cancelled

Open your bookings — a cancelled test drive shows the reason and lets you re-book another slot in one tap. If a seller repeatedly cancels or no-shows, report it (reason: Test drive issue); persistent no-shows count against the dealer’s response score.

6. The seller is not responding

Allow 48 hours (dealers usually reply much faster). Re-send via the listing’s message, call and WhatsApp buttons. After 48h with no reply, report it (reason: Seller not responding) — unresponsive sellers are deprioritised and we surface similar cars from responsive sellers.

7. There is a problem with the documents (title, registration, VIN)

Before paying, check the VIN on the car matches the title/registration and the seller’s name matches the owner. Request the Fahrzeugbrief / Zulassungsbescheinigung. If documents are missing, altered, or the VIN does not match, do not proceed — report it (reason: Document / VIN problem). Confirmed cases are removed immediately and reported to the authorities where required.

Our commitment

Every report gets a ticket number and a status you can follow. Standard review is within 24 hours; suspected fraud or safety is prioritised. Need help now? Contact us or email trust@vitrincar.com.