Effective: 13 September 2026
This policy is part of our Terms and Conditions. Where this page and Section 7 of the Terms describe the same thing, they say the same thing; if anything ever appears to differ, the Terms govern.
1. What we sell
Every product sold on www.tuning-database.co.uk is digital: ECU calibration files, custom remap services, software licences, prepaid credits and hosted services. There is no physical shipment and nothing can be sent back to us.
2. The short version
Sales are final once a product has been delivered or made available to you. What we do instead of refunding is fix it: if something we supplied does not do what its product page said it would do, we correct it, re-work it or replace it, free of charge and for as long as it takes. That correction is our obligation and your remedy. Money comes back only in the narrow cases in Section 5 below.
3. If you are buying for a business
Most of our customers are tuning workshops, garages and dealers. If you buy for the purposes of a trade, business or profession, consumer cancellation law does not apply to you: there is no cooling-off period and no right to cancel. Section 23 of the Terms sets this out in full.
4. If you are buying as a consumer
A consumer normally has 14 days to cancel a distance purchase. Because our products are supplied immediately, that right ends as soon as supply begins. When you tick the box at checkout and place the order, you give your express prior consent to immediate supply and you acknowledge that you lose the right to cancel — Regulation 37(1) of the UK Consumer Contracts Regulations 2013 and Article 16(m) of Directive 2011/83/EU. Files produced to your specification are separately excepted as personalised content.
Before supply begins you can still cancel. If you contact us before a file has been made available, before a link has been sent, before a licence has been issued, or — for a custom file — before work has started, we cancel and refund in full. Most orders are fulfilled within minutes, so please check the product page before ordering.
Nothing on this page removes the rights the law gives a consumer. Under the Consumer Rights Act 2015 in the UK, and Directive (EU) 2019/770 in the EU, digital content must be of satisfactory quality, fit for a purpose you told us about, and as described. If it is not, you are entitled to have it put right, and to a price reduction if putting it right proves impossible.
5. When money comes back
We refund the amount paid for the item concerned if:
- you cancelled before supply began, as described in Section 4;
- we charged you twice for the same item, or charged you in error;
- we cannot deliver at all — we accepted the order and, after a fair opportunity, we are unable to produce a working result for your vehicle; or
- the law requires it.
In every other case the remedy is correction under Section 2.
6. When refunds do not apply
- Ordering the wrong product, the wrong vehicle or the wrong ECU.
- An incompatibility you did not tell us about before ordering.
- Change of mind, a cheaper price found elsewhere, or a cancelled project.
- The size of the power, torque or economy gain. We do not guarantee figures.
- Incorrect installation, an unsuitable or faulty tuning tool, an interrupted write, a flat battery, or damage caused during flashing.
- A pre-existing mechanical, electrical or software fault on the vehicle.
- Failing an emissions test, MOT, roadworthiness test or insurance condition.
- Your own customer refusing to pay you.
- Prepaid credits, which carry no cash value and are non-transferable.
- A subscription or hosting period that has already begun. Cancelling stops the next renewal; it does not refund the current one, and we do not pro-rate.
- Files already downloaded and written to a vehicle, where our file is not the cause of the problem.
7. How to raise a problem
Email support@tuning-database.co.uk with:
- your order number;
- the vehicle and the tool you used;
- the exact error, log, or screenshot from your tuning tool.
We reply within 2 business days. Where a refund is approved it is returned to the original payment method within 5 to 10 business days.
Please talk to us before raising a chargeback with your bank. Give us 14 days to put it right — we almost always can. Section 9 of the Terms explains what happens if a chargeback is filed without contacting us first.
8. Custom tuning services
For Stage 1, Stage 2, Stage 3, decoding, DPF / EGR / AdBlue, pops & bangs and other custom work: we correct a delivered file free of charge until it does what was agreed. No refund applies once a working modified file has been delivered. If we conclude the work is not technically deliverable for your vehicle, we say so and refund that order.
9. Who we are
TUNING DATABASE SRL
CUI 55425106 · Reg. Com. J2026049785007
Jud. Argeș, România — full postal address on our Contact page
Email: support@tuning-database.co.uk
Operations, sales and support run from the United Kingdom. This policy applies to all customers worldwide.