RETURNS, CANCELLATIONS AND REFUNDS POLICY

1. Digital and customised service

ECUFlow provides customised ECU calibration services and digital files prepared specifically according to the original ECU file, vehicle information and modifications requested by the customer.

No physical product is supplied. Due to the digital, customised and reproducible nature of ECU calibration files, a completed or delivered file cannot be physically returned.

2. Cancellation before processing

Customers may request cancellation of an order before ECUFlow has started analysing, modifying or processing the supplied ECU file.

If processing has not yet started, ECUFlow may cancel the order and issue a refund.

Once analysis, modification or processing of the ECU file has begun, the order can no longer normally be cancelled, except where mandatory applicable law provides otherwise.

3. Right of withdrawal for digital content

By requesting ECUFlow to begin processing the ordered digital service immediately, the customer expressly requests performance to begin before the expiry of any applicable statutory withdrawal period.

Where permitted by applicable law, the customer acknowledges that the right of withdrawal is lost once supply or processing of the digital content begins following the customer's prior express consent and acknowledgement.

4. Delivered files

Once a customised ECU file has been processed and delivered, returns are not accepted simply because the file is digital, reproducible or no longer required by the customer.

A change of mind after processing or delivery does not in itself entitle the customer to a refund.

5. Vehicle performance and mechanical condition

ECUFlow performs its service remotely and does not physically inspect the vehicle before preparing the calibration.

The customer is responsible for ensuring that the vehicle is mechanically sound, correctly maintained and suitable for the requested modifications.

A vehicle failing to achieve the performance expected by the customer does not automatically mean that the ECU calibration is defective.

Performance problems may be caused by pre-existing or developing mechanical, electrical or electronic faults, including issues involving the turbocharger, fuel system, injectors, intake system, exhaust system, sensors, actuators, engine, clutch or transmission.

Refunds will not normally be issued where the reported problem is caused by the mechanical condition of the vehicle, incorrect vehicle information, an incorrect original ECU file, improper installation or flashing, unsuitable programming equipment, or another issue not attributable to the calibration supplied by ECUFlow.

6. Incorrect or non-conforming calibration files

If a supplied file is corrupted, incorrect, does not correspond to the service ordered or contains an error attributable to ECUFlow, the customer should contact ECUFlow and provide the information reasonably required to investigate the issue.

ECUFlow will first provide technical support and, where appropriate, correct, revise or replace the calibration file at no additional cost.

If the digital content cannot be brought into conformity within a reasonable time, or where applicable law otherwise requires it, the customer may be entitled to another remedy, including a proportional price reduction or refund. Statutory rights relating to defective or non-conforming digital content remain unaffected.

7. Technical support

ECUFlow provides technical support both before and after purchase.

Where necessary, ECUFlow may request diagnostic trouble codes, datalogs, ECU identification data, the original ECU file or other technical information in order to investigate a reported problem.

The customer agrees to reasonably cooperate with the diagnostic process before requesting a refund on the basis that the supplied calibration is defective.

Technical support does not constitute a physical inspection of the vehicle and ECUFlow cannot be held responsible for mechanical or electronic faults unrelated to the calibration supplied.

8. Motorsport and non-public-road modifications

Some calibration options may be intended exclusively for motorsport, competition, track, test-bench or other non-public-road use.

Unless expressly confirmed otherwise in writing, ECUFlow does not represent that a modified calibration is homologated or legal for public-road use.

The customer is responsible for ensuring that the vehicle and its use comply with all applicable laws, emissions requirements, homologation requirements, registration requirements and insurance conditions.

The customer's inability to legally use a requested motorsport or non-road modification on public roads does not, by itself, constitute grounds for a refund where the requested service was correctly supplied.

9. Mandatory consumer rights

Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited under applicable law.