Refund Policy
This policy explains when a refund may be reviewed, when digital purchases are generally non-refundable, and how to report an order or product issue to ECU-Hub.
Last updated: July 17, 2026
Generally Final After Delivery
Ready-made files, activated software, and other delivered digital products are generally not refundable after access has been provided.
We Review Genuine Issues
Incorrect delivery, duplicate payment, non-delivery, or an unresolved material defect may qualify for review.
Contact ECU-Hub Support
Customers should contact us directly with order information and supporting evidence before opening an external payment dispute.
Digital Products and Technical Services
This Refund Policy applies to eligible purchases made through ECU-Hub, including downloadable ECU files, software, tools, licenses, custom file services, consultations, and other digitally delivered products or services.
Because digital products can be accessed, copied, activated, or used immediately after delivery, completed digital purchases are generally final once the product or service has been delivered or made available.
When a Purchase Becomes Final
A digital purchase is generally considered final when ECU-Hub has completed any of the following actions:
- Made a download link available to the customer.
- Sent the product to the email address associated with the order.
- Provided access through the customer’s ECU-Hub account.
- Sent the product through an agreed alternative communication channel.
- Issued or activated a software license.
- Started or completed custom technical work requested by the customer.
- Delivered a consultation or another digitally supplied service.
Delivery is considered complete when access has been provided according to our Digital Delivery & Downloads policy, regardless of whether the customer immediately downloads, opens, installs, activates, or uses the product.
When a Refund Request May Be Considered
Refunds are not automatic. ECU-Hub will review the order, delivery records, product details, customer information, and available technical evidence before making a decision.
- Duplicate payment: the customer was charged more than once for the same order or product.
- Product not delivered: ECU-Hub received and verified the payment but did not provide the purchased product, access, license, or service.
- Incorrect product delivered: ECU-Hub supplied a product different from the product shown in the confirmed order.
- Material defect: the supplied digital product has a genuine defect that prevents it from performing the function clearly described on the product page.
- Materially inaccurate description: the delivered product substantially differs from the essential functions or content expressly stated on its product page.
- Unsupported custom request: ECU-Hub determines, before beginning the requested custom work, that the service cannot be completed using the file or information provided.
- Service not performed: a paid custom service or consultation was not started, delivered, or otherwise provided by ECU-Hub.
Repair, Replacement, or Correct Delivery Comes First
When a genuine delivery or technical problem can be corrected, ECU-Hub may first provide an appropriate solution instead of immediately issuing a refund.
Correcting Delivery
If the wrong product or delivery information was supplied, ECU-Hub may provide the correct product or resend the correct access details.
Replacing a File
If a supplied file is corrupted or incomplete, ECU-Hub may replace it with a valid copy of the purchased product.
Technical Assistance
If a software or activation problem can be resolved through supported installation, configuration, or activation assistance, the customer must reasonably cooperate with the support process.
Product Correction
Where technically appropriate, ECU-Hub may correct, repair, replace, or redeliver the affected digital product before considering a refund.
A refund may be considered when the verified problem cannot be reasonably corrected, replaced, or resolved within the applicable product or service scope.
When Refunds Are Generally Not Available
Except where required by applicable law, ECU-Hub generally does not provide refunds in the following situations:
- The customer changes their mind after the digital product has been delivered, downloaded, accessed, activated, or made available.
- The customer no longer wants or needs the purchased product.
- The customer purchases the wrong calibration, file, software, tool, solution, license, or service.
- The customer provides incorrect vehicle, ECU, calibration, hardware, operating system, email, account, or order information.
- The product is incompatible because the customer did not review or follow the requirements stated on the product page.
- The customer lacks the required knowledge, equipment, interface, programmer, operating system, hardware, software environment, or technical experience.
- The customer expected a function, vehicle, ECU type, calibration, or feature that was not expressly included in the product description.
- A product works as described but does not meet the customer’s personal preferences or expectations.
- The customer fails to download the product within the specified access period or exceeds the permitted number of downloads.
- The customer loses, deletes, modifies, damages, shares, or fails to retain the delivered digital product.
- A software license has already been activated, issued, registered, or assigned to the customer or the customer’s device.
- The customer changes or replaces their computer, hardware, operating system, or device after software activation.
- A custom file service has already started or has been completed according to the customer’s submitted instructions.
- The product or service cannot be lawfully or safely used in the customer’s country, region, vehicle, or intended application.
- A problem results from incorrect reading, flashing, writing, recovery, wiring, installation, configuration, voltage, equipment, or customer procedure.
- The supplied file, program, license, or other product has been altered, reverse-engineered, shared, resold, or misused.
- A third-party developer or payment provider applies a product-specific term, processing restriction, or non-refundable fee that was disclosed before purchase.
Original and Modified File Purchases
Customers must verify all available product information before purchasing an ECU file.
Compatibility verification is the customer’s responsibility.
The customer must carefully check the calibration number, part number, ECU type, vehicle details, file size, software version, included modification, and any other compatibility information shown on the product page.
Purchasing an incorrect file, selecting an incorrect modification, or using a file with an incompatible ECU or vehicle does not normally qualify for a refund.
If ECU-Hub supplied a file different from the confirmed order, the customer should contact us so that the delivery can be reviewed and corrected.
Software Activation and License Purchases
Software and tool terms can differ according to the product, developer, license type, device requirements, update coverage, and activation method.
Once a software license has been issued, activated, assigned, or used, the purchase is generally non-refundable except where a verified material defect cannot be corrected within the supported product scope.
Before purchasing, customers must review the product-specific operating system, hardware, device, activation, transfer, update, and support requirements.
License transfer fees, device replacement conditions, and update terms may differ between products and are governed by the information stated on the relevant product page.
Custom ECU Tuning and Technical Work
Custom services are prepared specifically using the file, vehicle information, ECU details, and instructions provided by the customer.
Before Work Begins
If ECU-Hub determines before starting that the requested service cannot be completed, the order may qualify for a refund or another mutually agreed solution.
After Work Begins
Once custom work has started, the order is generally non-refundable due to a change of mind, incorrect customer information, or a change in the requested outcome.
After Delivery
A completed custom file is generally non-refundable when it was prepared according to the customer’s confirmed request and supplied information.
Verified Service Issue
If a completed service materially differs from the confirmed request, ECU-Hub may review the original instructions and provide a reasonable correction where technically possible.
Refund Method and Processing
When ECU-Hub approves a refund, it will generally be processed through the original payment method whenever reasonably possible and supported by the relevant payment provider.
The time required for the refunded amount to appear may depend on the card issuer, bank, payment processor, blockchain network, digital asset provider, or other payment service involved.
ECU-Hub is not responsible for processing delays caused by external payment providers after an approved refund has been correctly submitted.
Where permitted by law, non-refundable payment processing, blockchain, transfer, conversion, or network fees may not be recoverable.
Reporting an Order or Product Problem
Customers should contact ECU-Hub as soon as reasonably possible after discovering a delivery, payment, or product problem.
Contact ECU-Hub
Submit the request through the official Contact Us page or reply to the order-related email.
Provide Order Information
Include the order number, purchasing email address, product name, payment method, and a clear description of the problem.
Provide Supporting Evidence
ECU-Hub may request payment confirmation, screenshots, error messages, file information, ECU details, logs, device information, or other technical evidence.
Allow Technical Review
The customer must reasonably cooperate with troubleshooting, verification, replacement, correction, installation, or activation steps when these may resolve the reported issue.
Chargebacks and External Claims
Please contact ECU-Hub before opening a payment dispute.
Most delivery and technical issues can be reviewed more quickly when the customer contacts ECU-Hub directly and provides the relevant order information.
Fraudulent chargebacks, false non-delivery claims, unauthorized payment disputes, or attempts to retain a delivered product while reversing the payment may result in suspension of product access, software licenses, customer accounts, and future services.
ECU-Hub may provide payment processors with order records, delivery evidence, activation records, communication history, download records, and other relevant information when responding to a dispute.
Rights That Cannot Be Excluded
Nothing in this Refund Policy is intended to exclude, restrict, or override any consumer right or remedy that cannot legally be excluded under the laws applicable to the customer’s purchase.
Where mandatory law grants the customer greater rights than this policy, the applicable mandatory legal requirements will take precedence.
Additional Terms
The method and completion of digital delivery are explained in our Digital Delivery & Downloads policy.
Product usage, customer responsibilities, payment activity, technical procedures, prohibited use, and limitations of liability are governed by our Terms & Conditions.
Have a Problem With Your Order?
Contact ECU-Hub with your order number, purchasing email address, and a clear description of the issue so our team can review it.
Contact Our Team