Legal
Refund Policy
Last updated: 1 August 2026
Credits are a prepaid balance. This policy explains when an order can be refunded, what happens to unspent credits and how money is returned to you.
01Unpaid orders
An order abandoned before the card payment is completed costs nothing — no charge is made unless you finish the payment on the secure checkout page. If a payment was interrupted, contact support with your order reference.
02Unspent credits
Within 14 days of payment you may request a refund of any credits that have not been spent. The refund is calculated at €0.10 per unspent credit, minus any first-order discount already applied to those credits.
03Spent credits
Credits consumed by a completed diagnosis, OBD-II session, report or maintenance plan are not refundable, because the result has already been delivered.
04Failed or incorrect results
If a product fails to produce a result, or produces an assessment for the wrong vehicle because of our error, we return the credits spent on it to your balance. Report it within 30 days of the diagnosis.
- Technical failure during processing — credits returned automatically.
- Result delivered for the wrong vehicle profile — credits returned on request.
- Disagreement with a workshop diagnosis — not covered, as AI guidance is informational.
05Overpaid or duplicated payments
If a card is charged twice for the same order, the duplicate payment is refunded in full to the same card. Contact support with your order reference if you notice a double charge.
06How refunds are paid
Refunds are returned to the card the payment came from, in the currency of the original order. Banks typically settle card refunds within 5 to 10 business days.
07How to request a refund
Email [email protected] with your order reference, the number of credits concerned and the reason. We answer refund requests within 5 business days.
08Statutory rights
Nothing here limits any statutory right of withdrawal available to you as a consumer under the law of your country of residence.