REFUND POLICY
At Caramour Automotive, our goal is to provide exceptional automotive services and ensure customer satisfaction. We understand that there may be circumstances where you are not completely satisfied with the service you received, and we want to address those concerns promptly and fairly. This Refund Policy explains the conditions under which refunds may be granted, the process for requesting a refund, and any exceptions that apply.
Please read this policy carefully to understand your rights and the steps you need to take if you believe you are entitled to a refund.
1. Eligibility for Refunds
Refunds may be requested for the following reasons:
1.1 Service Incomplete or Not as Described
If the service you received was incomplete, not performed according to the original agreement, or did not meet the quality standards outlined by Caramour Automotive, you may be eligible for a refund. This includes:
- Missed or incomplete service: If we fail to complete the agreed-upon services (e.g., repair or maintenance work), or if the service was not performed to an acceptable standard.
- Substandard work: If the service or repair did not meet industry standards or the expectations set by our service agreement, we will work with you to resolve the issue. If the issue is not rectified to your satisfaction, a refund may be issued.
- Failure to resolve the problem: If the problem persists after a repair or service (for example, a recurring mechanical issue that was not fixed properly during the original service), we may issue a refund or offer to rework the service.
1.2 Overcharging or Billing Errors
If you were charged an incorrect amount for services or parts, whether due to human error, a technical fault, or incorrect pricing displayed on our website or in person, we will rectify the issue and issue a refund for any overpaid amounts. Overcharging cases may include:
- Billing for services not rendered.
- Incorrect pricing or rates being applied to services.
- Overpayment due to an error in processing your payment.
1.3 Failure to Meet Delivery Date
If we were unable to complete the service or repair by the promised delivery date, and this delay causes significant inconvenience, we may offer a partial or full refund. The refund will be issued at our discretion based on the extent of the delay.
1.4 Canceled or Unused Services
In certain circumstances, you may be entitled to a refund if you cancel a service appointment or if we are unable to perform the service. The following conditions apply:
Cancellations by the Customer: If you cancel or reschedule an appointment more than 24 hours before the scheduled time, you will generally be eligible for a full refund of any advance payments made. However, cancellations within 24 hours of the appointment time may be subject to a cancellation fee (as outlined in our Terms and Conditions).
Cancellations by Caramour Automotive: If we cancel your appointment for any reason, we will refund the full amount paid, including deposits, within a reasonable timeframe.
Unused Services: If you prepay for a service that is not rendered or that you choose not to use, we may offer a refund. However, this does not apply if you have already received part of the service (e.g., diagnostic work, or part of a multi-step service package).
1.5 Refunds for Parts or Products
In the case that you purchased automotive parts or products through Caramour Automotive (either directly from us or as part of a service), and the product was defective, faulty, or not as described, you may be eligible for a refund or exchange. The eligibility for a refund or exchange is contingent on the condition of the product and the time elapsed since the purchase.
If you received an incorrect part, or if the part fails before the end of its expected lifespan or within the warranty period, we will provide a full refund or exchange, depending on your preference and the terms of the product warranty.
2. Exceptions to Refund Eligibility
Refunds may not be provided in the following cases:
2.1 Customer Negligence
If the issues with your vehicle arise from improper use, neglect, or failure to follow recommended maintenance, Caramour Automotive will not be responsible for providing a refund for services rendered. Examples include:
- Failure to follow service recommendations (e.g., neglecting oil changes or neglecting a critical part replacement).
- Post-service issues caused by external factors beyond our control (e.g., accidents, misuse, or damages caused by third parties).
2.2 Change of Mind
We do not offer refunds for a “change of mind” after a service has been completed, except as outlined under specific conditions in this policy. Once a service is provided, we cannot accept refunds simply because you decided you no longer want the service.
2.3 Failure to Pick Up Vehicle
If you fail to pick up your vehicle within a reasonable amount of time after completion of the service, we reserve the right to charge late fees or deny a refund for any related inconvenience caused by the delay.
2.4 Non-Refundable Charges
Some fees are non-refundable, including:
- Diagnostic fees if you choose not to proceed with recommended services after a diagnosis has been made.
- Non-refundable deposits or booking fees, unless otherwise stated in the booking terms.
- Charges for services performed as part of an extended service agreement, once that agreement is executed.
3. How to Request a Refund
If you believe you are entitled to a refund based on the conditions outlined above, please follow these steps:
3.1 Contact Customer Support
- Reach out to our customer service team as soon as you identify the issue, either by phone at [phone number] or by email at [email address]. Ensure you provide the following information to help us process your request promptly:
- Your full name and contact details.
- The service or product in question.
- The date of the service or purchase.
- A brief description of the issue and the reason for your refund request.
3.2 Provide Documentation
If applicable, provide supporting documentation that can help us process your refund claim, such as:
- Receipts, invoices, or proof of payment.
- Photos or videos of the service issue (e.g., defective parts, unfinished work, etc.).
- Correspondence or communications related to the issue.
3.3 Review and Resolution
Once we receive your refund request, we will review your case. We will aim to resolve the issue and provide a resolution within [X] business days. If the refund is approved, it will be processed through the same payment method used during the initial transaction.
If your refund request is denied, we will explain the reason for the decision in writing. If you disagree with the decision, you may request a review, and we will reassess the situation.
4. Refund Processing Time
Once your refund is approved, the processing time will depend on the payment method you used:
- Credit/Debit Card: Refunds to a credit or debit card can take 5-10 business days to appear in your account, depending on your card issuer.
- Cash Payments: If you paid with cash, the refund will be processed by cheque or in person at the service location.
- Online Payments: Refunds made through online payment methods (such as PayPal) will be returned to your PayPal account within 3-5 business days.
5. Exceptions for Refund Timeframes
While we strive to resolve all refund requests as quickly as possible, please note that refunds for services may only be requested within a reasonable timeframe. Typically, refund requests must be made within [30/60] days of the service date or product purchase. Requests made after this period may not be eligible for a refund unless extenuating circumstances apply.
6. Final Terms
This Refund Policy is subject to change and may be updated from time to time. Any changes will be communicated through our website or via email to customers with pending refund requests.
If you have any questions or concerns about your refund, please don’t hesitate to contact us. Our goal is to ensure that you have the best experience with Caramour Automotive, and we will work with you to resolve any issues to your satisfaction.
Contact Information
For any questions, refund requests, or further assistance, please contact our customer service team at: