PURCHASE POLICY

Welcome to AutoExplain, your trusted provider of automotive diagnostic, coding, and remote support services. This Purchase Policy outlines the terms and conditions applicable to purchases made on our website and through our authorized communication channels. By placing an order with us, you agree to abide by this Purchase Policy in its entirety.

1. Scope of Policy

This Purchase Policy applies to all products and services offered by AutoExplain, including:

• Remote ECU/SCN coding and programming

• Diagnostic services via remote access

• Digital files (e.g., calibration files, parameter files, coding files)

• Technical documents and manuals

• Automotive training materials and consultations

• Software license support (where applicable)

Our services are available globally and are tailored to both individual vehicle owners and professional automotive technicians.

2. Purchasing Channels

Purchases can be made through the following official channels:

• Website: https://autoexplain.com

• WhatsApp Support: +84 967 469 410

• Email Communication: [email protected]

• Our Workshop: 1500 N Grant ST Sten Denver, CO 80203

To ensure smooth service delivery, we recommend contacting us before placing any order that requires remote assistance, custom file generation, or complex diagnostics.

3. Customer Eligibility

To make a purchase, you must:

• Be at least 18 years old or the legal age of majority in your jurisdiction

• Have a valid form of payment

• Provide accurate and complete vehicle and hardware information (such as VIN, module type, etc.)

• Agree to provide remote access (when necessary) through tools like TeamViewer, AnyDesk, etc.

AutoExplain reserves the right to decline service if provided information is incomplete or incorrect.

4. Product & Service Descriptions

We strive to provide accurate and clear descriptions of all our services and digital products. However, because automotive systems can be complex and vary by region, model year, and ECU version, some compatibility issues may arise.

Customers are responsible for ensuring that the services or files requested are compatible with their vehicle and tools. If in doubt, please contact us for pre-purchase verification.

5. Payment Terms

We accept the following payment methods:

• Visa / MasterCard / AMEX

• PayPal

• Bank Transfers (on request)

All payments must be made in full before service delivery. Prices are listed in USD unless stated otherwise. Taxes or transaction fees charged by payment providers are the responsibility of the buyer.

AutoExplain does not store any payment information. Payments are processed securely via third-party providers.

6. Order Confirmation & Communication

After your purchase:

• You will receive a confirmation email or message with your order details.

• For remote services, we will contact you to schedule a session based on your availability.

• For file delivery or training material, links will be provided through email or secured channels.

Please ensure your contact details are accurate to avoid delays.

7. Service Delivery Time

The delivery time depends on the type of service:

• Digital files: Delivered within 1 to 12 hours (during working hours), or within 24 hours in rare cases.

• Remote services: Scheduled based on mutual agreement. Support is available 24/7 for urgent tasks.

• Documents/Manuals: Usually sent within 5-7 days of purchase.

• Training sessions: Scheduled ahead of time with the customer.

We strive for quick turnaround times and transparent communication.

8. Refund and Return Policy

Due to the digital and personalized nature of our services, all sales are final and non-refundable once the service or product is delivered. These include:

• Delivered coding/programming files

• Completed remote services

• Downloadable training materials or documents

• Custom configurations or scripts

Exceptions may apply if:

• The file or service was not delivered

• The delivered file is incompatible due to an error on our end (e.g., incorrect file version based on provided VIN)

Refunds, if approved, will be issued through the original payment method within 7 business days.

Note: We do not offer refunds based on:

• Incorrect data provided by the customer

• Inability to use the file due to hardware/tool limitations

• Change of mind after file/service delivery

9. Service Guarantee and Revisions

We stand by the quality of our work. In cases where a delivered file or remote coding session does not yield the expected result:

• We offer free revisions or troubleshooting within 72 hours of delivery

• In rare cases where an issue cannot be resolved remotely, partial refunds or service credit may be offered at our discretion

All revision requests must be supported with proper documentation (e.g., error codes, screenshots, logs).

10. Licensing & Usage

All digital files, documents, and training materials provided by AutoExplain are for personal or professional use only and may not be:

• Reproduced

• Resold

• Redistributed

• Shared with unauthorized third parties

Violations of our licensing terms may result in legal action or suspension of future services.

11. Technical Requirements

Customers are responsible for having appropriate tools and setup, including but not limited to:

• Stable internet connection

• Remote access software installed (TeamViewer, AnyDesk)

• Compatible diagnostic tools (e.g., Xentry, Launch, Autel)

• Basic understanding of software use if handling files themselves

AutoExplain can guide customers through installation or usage, but we do not take responsibility for malfunction caused by third-party hardware or incorrect tool usage.

12. Limitation of Liability

AutoExplain shall not be liable for:

• Any indirect or consequential damages

• Vehicle issues caused by misuse of the provided files

• Damage to ECUs or other components due to third-party tools or incorrect procedures

• Delay or failure in service delivery due to customer unavailability or system incompatibility

We provide expert guidance, but automotive work inherently carries risks. Always consult a professional technician when in doubt.

13. Intellectual Property

All content, code, training materials, and documentation provided by AutoExplain are protected under intellectual property laws. Unauthorized copying, resale, or modification of our files and materials is strictly prohibited.

14. Privacy and Data Security

We value your privacy. Any personal or vehicle information provided during purchase or service is kept strictly confidential and used only for the purpose of delivering the service.

We do not sell or share your data with third parties. For full details, please refer to our [Privacy Policy].

15. Customer Support

We offer global support through the following channels:

• WhatsApp: +84 967 469 410 (24/7 support)

• Email: [email protected]

Our team is available 24/7 to assist with file delivery, technical issues, and service scheduling.

16. Dispute Resolution

In the unlikely event of a dispute:

• Customers should first reach out to our support team to resolve the issue amicably.

• If unresolved, disputes may be settled under the applicable laws of the country where AutoExplain is registered.

• Legal action should only be considered after all other avenues have been exhausted.

17. Updates to This Policy

We reserve the right to update this Purchase Policy at any time. Changes will be posted on our website with the date of the latest revision.

We recommend reviewing this page periodically to stay informed.

Thank you for choosing AutoExplain as your trusted automotive solution provider. We are committed to delivering expert services and long-term support for all your automotive needs.