Refund Policy

1 Overview

This Refund Policy applies to all paid services provided by our independent consultancy support service. It sets out the circumstances under which a refund may be issued, the process for requesting one, and the conditions under which refunds will not be granted.

We operate as an independent consultancy support service. We provide guidance to individuals seeking assistance with service appointment booking for their vehicle or with navigating their auto finance payment options. We do not act on behalf of any manufacturer, dealership, lender, or official provider, and we do not perform any transactions on behalf of our customers.

2 What You Are Paying For

It is important that you understand what any fee associated with our service covers before proceeding. Fees charged by our service are for the following:

What fees cover:

• Consultancy time: The time our support agents spend understanding your situation and providing individualized guidance.
• Support and assistance: The effort involved in researching, explaining, and walking you through your options in a clear and helpful way.
• Access to guidance: The provision of information and direction relevant to your specific inquiry, including vehicle service guidance or auto finance payment navigation.

What fees do NOT cover:

• Fees do not guarantee that your specific problem will be resolved
• Fees do not represent payment for services performed by any dealership, lender, or official provider
• Fees do not cover any financial transactions of any kind
• Fees do not represent a commitment to a particular outcome

3 Refund Eligibility

We assess refund requests on a case-by-case basis. The following framework sets out the general criteria that determine whether a refund is or is not applicable.

All refund decisions are made at the sole discretion of our management team following a review of the relevant circumstances. We will always aim to treat each case fairly.

4 Partial Refunds

In some circumstances where a full refund is not warranted but a complete denial would not be fair, we may choose to issue a partial refund at our discretion. Partial refunds may be considered in situations such as:

• A call was significantly disrupted part-way through due to a technical issue on our end, and only partial guidance was delivered
• A service was partially rendered but could not be completed due to circumstances within our control
• An extended delay in service delivery was caused by our team without reasonable notice to you

5 How to Request a Refund

If you believe you are eligible for a refund based on the criteria in Section 3, please follow the process below. Requests submitted correctly and within the required timeframe will be reviewed promptly.

Required Information for Your Request

To process your request efficiently, please include the following in your refund email:

• Your full name
• The phone number used to contact our service
• The date on which the service was provided or payment was made
• A clear and concise description of the issue or reason for the refund request
• The amount you believe should be refunded
• Any supporting details that may assist our review (for example, call reference numbers if available)

6 Non-Refundable Conditions

The following circumstances are explicitly non-refundable. By proceeding with any paid service, you acknowledge and accept these conditions.

• Completed consultations: Where a guidance session was delivered in full and our support team provided assistance relevant to your inquiry, the service has been rendered and no refund will be issued.
• Misunderstanding of service scope: If you proceeded with payment based on a misunderstanding of what our service does — for example, believing we would act as an official provider, complete a booking, or process a payment on your behalf — this does not constitute grounds for a refund. The nature of our service is clearly stated on our website.
• Unsatisfactory outcome: If you followed our guidance but the outcome of your situation was not what you hoped for — including a missed payment, a booking that did not go as expected, or a response from a third party that did not meet your expectations — this does not entitle you to a refund. We are compensated for guidance, not results.
• Third-party service issues: Any issue arising from the actions, policies, or decisions of a dealership, lender, service center, or other provider is entirely outside our control and does not form grounds for a refund from us.
• Change of mind: Deciding after a consultation that you no longer wish to pursue the matter, or that our guidance was not needed, does not entitle you to a refund.
• Late refund requests: Requests submitted beyond the 7-day window will not be processed unless exceptional circumstances are demonstrated.

7 Dispute & Chargeback Policy

We understand that billing concerns or disputes can arise, and we are committed to resolving them fairly and promptly. Before initiating any formal dispute or chargeback process with your bank or card provider, we ask that you give us a reasonable opportunity to resolve the matter directly.

We are not attempting to limit your legitimate rights as a consumer. Rather, we ask that disputes are handled collaboratively and in good faith — which protects both parties and typically leads to a faster resolution than a formal bank dispute.

8 Independent Consultancy Service Disclaimer

Our service exists to guide you — not to act on your behalf with any external organization. Accordingly, we are not responsible for the actions, decisions, errors, or omissions of any third party.

Specifically, we are not liable for:

• A lender rejecting, delaying, or mishandling a payment
• A dealership or service center that fails to meet your expectations
• Errors on an official provider's website, portal, or phone system
• Changes to official processes, fees, or availability at any provider
• Information provided by a third party that contradicts or differs from our general guidance

Any complaint, dispute, or concern relating to the actions of an official provider should be directed to that provider through their own customer service channels.

9 Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will take effect immediately upon being posted to this page. The "Last Updated" date at the top of this page will always reflect when the most recent revision was made.

We encourage you to review this policy before making any payment to ensure you understand the current terms. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

For services already in progress at the time of a policy change, the version of this policy in effect at the time of your payment will apply.

10 Contact Us

If you have a question about this Refund Policy, wish to submit a refund request, or want to discuss a billing concern, please reach out to us. Our team is committed to handling all refund inquiries with fairness and transparency.

Please include all relevant details when contacting us regarding a refund (see Section 5 for the required information). Complete requests are processed faster and allow us to respond more effectively.

You may also refer to our Privacy Policy and Terms & Conditions for further information about how we operate.