Refunds and complaints
Draft. This document has not yet been reviewed by a lawyer.
Before we start
You can cancel an order at any time before the work starts. If you have already paid for it, we refund the full amount.
If the service cannot be done
If it turns out that the agreed service cannot be done, you do not pay for it and we refund your payment. A paid diagnosis, if we agreed one beforehand, is separate work and is still charged.
If the result is not what we agreed
Write to us in your account or using the contact details on this site. Give the order number and describe what does not work, ideally with a fault log. We first try to correct the work at no extra charge. If that fails, we refund the whole price or part of it, depending on what was done.
Mail-in repair
If a module cannot be repaired, you do not pay for the repair and we send the module back. We agree shipping costs when we confirm the order.
When we do not refund
- The service was done within the agreed scope and works.
- The problem comes from a fault or a part that the order did not cover.
- Someone else changed the coding or software after our work.
- The order was based on untrue information about the car or the module.
Consumers
If you are a consumer, you can withdraw from a distance contract within 14 days. If you ask us to start work before this period ends, you pay for the part already done and lose the right to withdraw once the service is fully performed. These rules do not limit your statutory rights, including your right to complain about a service that does not conform to the contract.
How and when we refund
We reply to a complaint within 14 days. We send a refund within 14 days of agreeing it, using the same payment method, unless we agree otherwise.