Refund, digital delivery and subscription cancellation policy.
1. Digital products and service delivery
ECU Calibronix provides digital services and products, including subscriptions, tokens, software access, ECU file analysis, technical reports, diagnostic support, electronic repair assistance, calibration support, remote technical review, and related platform workflows.
2. Refund request window
Refund requests must be submitted within 14 days of the transaction date. Requests submitted after this period may be refused unless required by applicable law or accepted by ECU Calibronix LLC at its discretion.
3. Eligible refund review cases
Refund requests may be reviewed when there is a duplicate payment, confirmed billing mistake, payment charged without delivery of access or tokens, a purchased digital service was not delivered, or a confirmed platform-side technical issue prevented access to the purchased service.
4. Non-refundable or limited cases
Full refunds may be refused or limited when the issue is caused by user misuse, wrong ECU or file selection, wrong service selection, incorrect application, unsupported expectations, unsafe or unlawful use, prohibited activity, policy violation, chargeback abuse, or work performed outside the platform's supported scope.
5. Consumed tokens and delivered outputs
Consumed tokens, processed files, generated outputs, delivered digital products, downloadable resources, completed support work, completed reports, and payment-processing or third-party fees may be non-refundable because the digital service has already been delivered or used.
Tokens are digital service credit usable only within the platform. Token purchases may be a fixed 20 Token Pack or a Custom Top-Up from 21 to 500 tokens. They are not money, cryptocurrency, a bank balance, a deposit, or a stored-value payment instrument. Tokens are non-transferable and have no cash value.
6. Subscription terms and renewal
Monthly terms may be prepaid for 1 to 12 months and Yearly is a 12-month prepaid term. Manual renewal while active extends from the current expiry; renewal during Grace preserves continuity from the old expiry; renewal after Grace starts a new term at verified payment time. Any token recovery fee selected after Grace is shown before Stripe Checkout and reflects restoration of the same remaining expired balance, not a purchase of new tokens.
7. Subscription pro-rata review
If a subscription refund is approved after partial use, the refund may be limited to the unused remaining period on a pro-rata basis. A typical calculation is: subscription price × remaining unused days ÷ total subscription days. Past used days, delivered benefits, consumed tokens, completed outputs, and provider fees may be excluded.
8. Payment provider and processing fees
Payments are processed by Stripe. Payment-provider processing times and fees may vary. Provider fees, currency conversion charges, chargeback fees, and third-party payment costs may be excluded from any approved refund where permitted.
9. User responsibility and misuse
The user is responsible for lawful and correct use of the platform, services, files, tools, documentation, and outputs. ECU Calibronix is not responsible for misuse, illegal use, incorrect workshop application, wrong vehicle or ECU selection, or damage resulting from actions taken outside the intended professional and legally permitted scope.
10. How to request a review
Contact [email protected] with your account email, transaction reference, purchase date, service purchased, file or token workflow if relevant, and a clear explanation. We may request additional information to verify account ownership, payment status, service delivery, usage, and the reason for the request.
11. Review and response time
Refund requests are answered within 3 business days. Approval is not automatic. If approved, the final arrival time of funds depends on the payment provider, bank, card issuer, currency, and payment method.