Charging and Refund Policy
When coins are debited, when they are returned, and what happens after delivery.
Version 3.4-N · In force since 2026-08-25
1. Purpose and relationship to the Terms
This Policy forms part of the ECU-LAB Terms and Conditions. It applies to Automatic Processing, Manual Processing, Plans, Green Coins and Red Coins.
Mandatory statutory rights prevail where applicable.
2. Core rule: no successful processing, no Automatic Processing charge
ECU-LAB does not debit coins when an automatic upload is submitted. The platform processes first and charges afterwards.
The platform first attempts to identify and process the file. If processing fails, the file is unsupported or no exact supported match exists, no Green or Red Coins are charged.
When processing succeeds, ECU-LAB displays the completed Output File, applied options and final cost. The Client is charged only after expressly confirming payment/unlock. If the Client does not confirm, the prepared file may expire without charge.
3. After a successful unlock
Once coins have been debited and the Output File has been unlocked, the automatic transaction is complete. Automatic Processing is supplied as generated for the selected supported options. Its price does not include free revisions, custom calibration, diagnosis, log review, adaptation to vehicle hardware or an engineer’s assessment. Any requested change or new variant is separately charged Manual Processing.
A dislike of the selected result, an incorrect option selected by the Client, inaccurate vehicle/file information, incompatible flashing equipment, mechanical defects, unlawful use or a request for different calibration is not a billing error and does not create a refund right, except where mandatory law says otherwise.
4. Errors ECU-LAB will correct
ECU-LAB will investigate credible evidence of:
- a duplicate debit or a debit different from the amount confirmed;
- coins debited although automatic processing did not complete;
- the unlocked download being unavailable because of an ECU-LAB platform fault;
- a corrupted transfer caused by ECU-LAB infrastructure;
- the delivered file not corresponding to the uploaded file or confirmed selected options because of an ECU-LAB platform error;
- a payment made but the purchased Plan or Red Coins not credited.
ECU-LAB chooses the proportionate first remedy: restore download access, regenerate the same Output File, correct the ledger, or return the affected coins. If that remedy is impossible or fails within a reasonable time, ECU-LAB refunds the affected paid amount where legally or contractually due.
5. How a coin return works
Returned Green Coins are restored for a minimum of 48 hours from the correction, so the Client can use them even if the daily reset would otherwise occur.
Returned Red Coins are restored to the Red balance and retain their non-expiring status while the Account is active.
A Green Coin allowance is not refundable in cash because it is an included daily Plan benefit, unless mandatory law requires a monetary remedy for the underlying Plan.
6. Manual Processing
Manual Processing begins only after the Client accepts its scope, price and estimated delivery. A reservation is released in full if ECU-LAB rejects the request or the Client cancels before an engineer starts.
Once work has started, the accepted work is payable. If ECU-LAB cannot deliver the accepted scope, it will first correct or complete the work; if impossible, the corresponding Red Coins are returned. New requests or changes outside scope are separately priced.
7. Plans
Plans are prepaid for a fixed period and do not automatically renew unless checkout expressly provides otherwise.
After activation, the Plan price is not normally refundable or prorated merely because the Client used it less than expected, stopped using it, or allowed Green Coins to expire at daily reset.
If ECU-LAB materially fails to provide the purchased Plan for a sustained period, ECU-LAB may extend the period, restore an equivalent benefit or provide the refund required by law.
8. Red Coin purchases
An unused Red Coin purchase may be refundable only where required by mandatory law or where a payment/crediting error occurred.
Used Red Coins cannot be converted back to money merely because the resulting service has been delivered. Red Coins are not transferable and cannot be redeemed outside ECU-LAB.
9. Consumer withdrawal rights, where applicable
ECU-LAB is primarily a professional B2B service. If the Client nevertheless qualifies as a consumer under mandatory law, any statutory withdrawal right applies.
Before processing begins, the Client is asked to tick a separate box requesting expressly that performance start immediately, and acknowledging that the right of withdrawal is lost once the service has been fully performed — that is, once the processed file is made available for download. That box is distinct from the confirmation of the amount, and it is stored with its exact wording, the date and the version of these Terms.
The confirmation of the contract sent by email after the charge repeats that declaration, so the Client keeps it on a durable medium. Where either the express request or that confirmation is missing, the statutory withdrawal right is unaffected.
Nothing in this Policy limits mandatory remedies for non-conforming digital content or services.
10. Reporting a problem
Open a ticket linked to the order as soon as reasonably possible, preferably within 48 hours of discovery. Include the order reference, screenshots, the original and downloaded file hashes where available, and a concise reproduction description.
The 48-hour request assists investigation but does not shorten a mandatory legal limitation period.
11. Payment disputes and chargebacks
Contact ECU-LAB first at contact@ecu-lab.online or through the order ticket. ECU-LAB will not penalise a good-faith complaint or a legitimate statutory chargeback.
An Account may be temporarily restricted while a disputed payment is investigated. Fraudulent or abusive disputes may result in suspension and recovery of amounts lawfully due.
12. Method and timing of refunds
Where a monetary refund is due, ECU-LAB sends it to the original payment method unless impossible or otherwise agreed.
Bank and payment-provider posting times are outside ECU-LAB’s control. Currency conversion or provider fees are handled under the provider’s rules and applicable law.