RETURN & REFUND POLICY

Effective Date: June 13, 2026

At AutoExplain, we are committed to providing professional automotive products, digital access services, and technical support. This Return & Refund Policy explains the conditions under which returns, refunds, cancellations, and replacements may be requested.

By purchasing any product or service from AutoExplain, you acknowledge and agree to the terms outlined in this policy.

1. Scope of Policy

This policy applies to:

Hardware Equipment

Including but not limited to:

• Diagnostic tools

• Programming devices

• Communication interfaces

• Automotive hardware accessories

Digital Access Services

Including but not limited to:

• System configuration services

• Platform access services

• Technical consulting

• Remote diagnostic support

• Coding and programming assistance

• Technical documentation and digital resources

2. Refund Eligibility

2.1 Digital Access Services

Customers may be eligible for a full refund when:

• The requested service cannot be delivered by AutoExplain.

• A technical issue cannot be resolved within 3–5 working days from the date of service receipt.

• The failure is directly caused by AutoExplain’s configuration, implementation, or technical error.

Before any refund is approved, AutoExplain reserves the right to perform additional troubleshooting or provide corrective technical support.

2.2 Hardware Equipment

Customers may request a return and refund under the following conditions:

• The return request is submitted within 20 days from the completed delivery date.

• The product contains a confirmed manufacturing defect.

• The product contains a confirmed technical integration defect.

Approved refunds are generally processed within 3 working days after return inspection and approval.

2.3 Product Replacement

For hardware equipment:

• If a confirmed defect cannot be fully resolved through technical service, a replacement unit may be provided.

• Warranty coverage does not restart after replacement.

3. Cancellation Policy

Full Refund

Customers may receive a full refund if:

• The order is cancelled within 24 hours of payment; or

• Implementation, configuration, shipment, or technical work has not yet begun.

Partial Refund

A partial refund may be granted when:

• Technical work has already started.

• Resources, labor, or preparation costs have already been incurred.

No Refund

Refund requests will not be approved once:

• Service implementation has been confirmed as completed.

• Digital access credentials have been delivered and activated.

• Customized deliverables have been completed and accepted.

4. Non-Refundable Situations

Refunds may be denied in the following situations:

Customer Information Errors

Including but not limited to:

• Incorrect VIN information

• Incorrect vehicle specifications

• Incorrect hardware information

• Incomplete technical data

Unauthorized Modifications

Including:

• Operating system modifications

• Firmware updates

• System upgrades

• Configuration changes performed without prior written approval

Third-Party Issues

Including:

• Third-party software conflicts

• Third-party hardware failures

• External platform changes

• Manufacturer-imposed restrictions

Customer Non-Cooperation

Including:

• Failure to provide required access

• Failure to follow technician instructions

• Failure to maintain required connectivity during support sessions

Connectivity Issues

Remote services require stable internet connectivity.

AutoExplain is not responsible for failures, interruptions, delays, or damage resulting from:

• Internet disconnections

• Network instability

• Power interruptions

• Remote access software failures outside our control

5. Return Requirements for Hardware Equipment

To qualify for a return:

• The product must remain in its original condition.

• Serial numbers and identification labels must remain intact.

• All original accessories must be included.

• Original packaging should be included whenever possible.

Missing accessories, packaging, or components may result in a deduction of up to 10% of the product value from the approved refund amount.

Remote diagnosis may be required before return authorization is issued.

6. Refund Request Procedure

Step 1 – Contact Support

Submit a refund request through one of our official channels:

WhatsApp: +1 (936) 289-6695

Email: [email protected]

Step 2 – Provide Supporting Information

Customers may be asked to provide:

• Full name

• Contact information

• Order number

• Vehicle VIN (if applicable)

• Description of the issue

• Screenshots, logs, or diagnostic reports

• Proof of payment

Step 3 – Technical Review

Our technical team will review the request and determine:

• Whether the issue falls within coverage

• Whether additional troubleshooting is required

• Whether repair, replacement, refund, or other corrective action is appropriate

Review times generally range from 2–7 working days depending on complexity.

Step 4 – Refund Processing

Approved refunds will be issued through the original payment method whenever possible.

Refund processing typically requires up to 3 working days after approval, although financial institutions may require additional processing time.

7. Warranty and Support Relationship

This Return & Refund Policy should be read together with our Warranty & Support Policy.

Refund eligibility does not replace warranty coverage.

Where appropriate, AutoExplain may first provide:

• Technical corrections

• Service adjustments

• Hardware repair

• Hardware replacement

before issuing a refund.

8. Limitation of Liability

AutoExplain shall not be liable for:

• Data loss resulting from failure to create backups.

• Business interruption or loss of profits.

• Indirect, incidental, special, or consequential damages.

• Problems arising from third-party devices, systems, software, or services.

• Customer actions performed contrary to technical instructions.

Customers are strongly encouraged to create complete backups before any diagnostic, programming, coding, or configuration work begins.

9. Fraud Prevention

AutoExplain reserves the right to deny refund requests involving:

• Fraudulent claims

• Chargeback abuse

• Misrepresentation of facts

• Manipulation of service records

• Attempts to obtain both service delivery and reimbursement

All refund requests are reviewed individually to ensure fairness for both parties.

10. Policy Updates

AutoExplain reserves the right to modify or update this Return & Refund Policy at any time.

The latest version will be published through our official channels and becomes effective immediately upon publication.

11. Contact Information

If you have questions regarding this Return & Refund Policy, please contact us:

AutoExplain

WhatsApp: +1 (936) 289-6695

Email: [email protected]