RETURN & REFUND POLICY

At AutoExplain, we are committed to delivering high-quality remote technical services to every customer, regardless of location or vehicle brand. We understand that technical services can sometimes involve unexpected issues — which is why we provide a fair, transparent, and customer-first return and refund policy.

This policy is designed to ensure that you, as our valued client, have complete confidence when using our remote support services. We don’t believe in locking customers into services that don’t meet expectations. Instead, we offer real solutions — and if we fail, we own it.

1. Eligibility for Refunds

You may be eligible for a full or partial refund in the following situations:

1.1. We Cannot Complete the Service

If we determine after payment that we cannot successfully deliver the requested service, you are entitled to a 100% full refund. This may happen due to:

Incompatibility with your hardware or diagnostic interface
Software limitations on your vehicle
Unexpected technical issues from our side
Missing or incorrect vehicle information that prevents proper execution

Example: If we cannot flash or code your ECU because your diagnostic tool is not compatible, despite our prior assessment, we will cancel the session and refund the full amount.

1.2. Service Failure Due to Our Error

If a service session is started but cannot be completed due to errors or limitations caused by us — whether software-related, connection-based, or procedural — you will receive a full refund.

Example: If a VGS TCU flashing procedure fails due to incorrect file handling on our end, and we cannot resolve the issue, we will fully refund the transaction.

1.3. Post-Service Failure (Short-Term Warranty)

If your issue is successfully resolved but the same error returns within 7–14 days, and it is proven to be a result of our work, we will:

Reconnect and fix the problem free of charge, OR
Provide a full or partial refund if the issue cannot be solved again without new parts or costs

Note: This warranty does not apply if the fault returns due to user error, hardware failure, or third-party interference.

1.4. Customer Cancellation (Before Work Begins)

If you cancel the service before any technical work has begun — and no files, resources, or configurations have been delivered — you are eligible for a full refund with no penalty.

2. Non-Refundable Cases

Although we do our best to provide maximum flexibility, there are situations where refunds are not guaranteed. These include:

Incorrect Information Provided by Customer: If you provide an incorrect VIN, wrong software version, or misrepresent your available tools, and the service fails as a result, we reserve the right to withhold part or full refunds.
Refusal to Cooperate During the Session: Our technicians may require your participation during the remote session (e.g., turning ignition on/off, checking connections, restarting software). If you refuse or fail to comply, resulting in service failure, refund eligibility may be void.
Issue Solved, But Another Error Occurs: If our service successfully resolves your original problem, but a new or unrelated issue appears later, this does not qualify for a refund.
Customer-Initiated Software Modification After Service: If you modify the configuration (coding, flashing, etc.) after our work and this results in new problems, we will not refund the previous service.
Unstable Internet Connection During Critical Procedures
Remote support sessions rely heavily on a stable and continuous internet connection. If your internet connection is unstable or drops during critical phases such as ECU flashing, coding, or adaptation — and the connection loss causes permanent damage (e.g., ECU bricked) — AutoExplain cannot be held liable, and a refund will not be issued.

⚠️ We always advise clients to use wired Ethernet or high-quality Wi-Fi during any coding or flashing session. Mobile hotspots or unstable home networks may pose serious risks.

3. How to Request a Refund

We make the refund process as simple and fast as possible. If you believe you’re eligible for a refund, follow these steps:

Step 1 – Contact Us

Reach out to our support team via email or direct message within 7 days of the completed service or failure.

Contact Methods:

Email: [email protected]
WhatsApp: +1(936)2896695
Facebook: AutoExplain Official Fanpage

Step 2 – Provide Required Details

Include the following information to help us process your request:

Your full name and contact email
Vehicle VIN number
A summary of the issue
Date and time of your service session
Screenshots or video (if relevant)
Proof of payment (PayPal, Stripe, bank transfer)

Step 3 – Review & Evaluation

Our team will review your case within 24–48 business hours. We may contact you for clarification or offer a follow-up service attempt at no additional cost.

Step 4 – Refund Issuance

If your case is approved, your refund will be processed via the original payment method (PayPal or Stripe). Depending on your provider, it may take 3–5 business days for the funds to reflect in your account.

4. Payment Safety and Dispute Protection

All of our payments are processed through trusted and secure platforms:

PayPal
Stripe

These platforms offer buyer protection, which means that:

You can file a dispute directly if you believe you didn’t receive the promised service
AutoExplain will respond promptly and professionally to all dispute cases
Refunds are processed transparently and traceably

You are fully protected when you pay — no hidden conditions, no silent refusals.

5. Service Reattempt Guarantee

If a service cannot be completed during the initial session due to minor connectivity or timing issues, we may offer a second attempt free of charge. You won’t be billed twice for the same work.

If the second attempt fails again and the issue lies on our end, a full refund will be processed immediately.

6. Your Right to Stop the Service

You have the full right to cancel or stop the session at any time, especially if:

You feel uncomfortable continuing
You don’t agree with the technician’s assessment
You change your mind

If the session has not yet reached a critical execution point (e.g., flashing has not started), and no irreversible steps were taken, we will honor your cancellation with a full refund.

We prioritize your control over the process — you’re never forced to stay in a service you’re not confident in.

📌 Final Notes

We reserve the right to refuse refund requests in cases of abuse, fraud, or policy manipulation.
Each refund is reviewed manually to ensure fairness for both parties.
Refunds are always made in good faith — our goal is long-term trust, not short-term gain.