Refund policy

Effective Date: August 24, 2026

All digital products and services sold by Viezu USA are non-refundable. By completing a purchase, you acknowledge and agree to this policy in full.

This policy applies to all digital goods, including but not limited to:

ECU and TCU tuning files
Tuning credits and file service credits
Online training courses and learning modules
Digital access codes and software licenses

Why Digital Goods Are Non-Refundable

Digital products are fundamentally different from physical goods. Once a digital file is delivered, an access code is issued, or training access is granted, the product has been fully consumed and cannot be returned, repossessed, or resold.

Tuning files are custom-engineered calibrations tied to a specific vehicle or ECU. Once delivered, the file exists in the customer's possession and cannot be "un-delivered."
Tuning credits and file service credits are consumed at the point of use. A credit spent to request or retrieve a file cannot be reversed once the file has been processed or delivered.
Online training courses and modules grant immediate digital access upon purchase. Once that access is active, the course content has been made available in full and cannot be revoked or re-sold.

Because access is granted instantly and delivery is immediate, there is no meaningful window in which a refund can restore both parties to their original position.

Tuning Files and Credits — Specific Terms

Tuning Files

All tuning file sales are final at the time of delivery.
A file is considered "delivered" when it is sent to the customer via email, portal download, or any other agreed delivery method.
Viezu USA does not issue refunds on the basis that a file did not produce the performance outcome the customer expected, unless Viezu USA failed to deliver the file as specified in the original order.
Customers are responsible for ensuring vehicle compatibility and providing accurate vehicle information before ordering. Orders placed with incorrect vehicle data are non-refundable.

Tuning Credits and File Service Credits

Credits are non-refundable once purchased.
Unused credits have no cash value and may not be transferred, exchanged, or redeemed for cash.
Credits spent to initiate a tuning file request are considered used at the point the request is submitted, regardless of whether the resulting file is applied to a vehicle.

Online Training Courses and Modules

All training course purchases are final.
Access is granted immediately upon payment confirmation.
Refunds will not be issued once access has been activated, regardless of how much or how little of the course content has been viewed.
Customers are encouraged to review all course descriptions, prerequisites, and content outlines before purchasing. If you have questions about a course before buying, contact us at USA@Viezu.com.

Exceptions

Viezu USA will review refund or credit requests in the following limited circumstances only:

Duplicate charge. You were charged more than once for the same order due to a payment processing error. Submit your request with proof of both charges (order confirmations, bank statement excerpts) and we will correct the error promptly.
Technical failure — access never granted. You completed payment but never received the file, download link, access code, or training login, and the issue was on our end. We will first attempt to correct the delivery. If we are unable to fulfill the order within a reasonable timeframe, a refund or account credit will be issued.

These exceptions are narrow and intentional. They exist to address genuine errors — not dissatisfaction with a product that was delivered as described.

How to Submit a Dispute or Exception Request

If you believe your situation qualifies under one of the exceptions above, contact us as soon as possible:

Email: USA@Viezu.com
Subject Line: Refund Request — [Your Order Number]

Please include:

Your full name
Order number and date of purchase
A clear description of the issue
Any supporting documentation (receipts, screenshots, error messages)

We will respond within 2 business days. All requests are reviewed individually and in good faith.

Chargebacks and Payment Disputes

Filing a chargeback or payment dispute with your bank or credit card provider for a digital product that was delivered as described is a violation of these terms. Viezu USA reserves the right to document and dispute any such claim and to restrict future access to products and services in such cases.

If you have a concern about a charge, please contact us directly before initiating a dispute. We are committed to resolving legitimate issues quickly.

Changes to This Policy

Viezu USA reserves the right to update this policy at any time. Changes will be posted on this page with an updated effective date. Purchases made prior to a policy update are governed by the version in effect at the time of purchase.