Refund & Returns Policy

1. Nature of Our Products

Protunes supplies bespoke digital calibration files (also referred to as "tune files", "ECU maps", or "Calibration Files") that are engineered on a per-order basis for a specific vehicle, engine variant, and ECU configuration provided by the Customer.

Because each Calibration File is custom-produced to order and has no resale value to any other Customer:

• The files constitute custom-made digital goods within the meaning of the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth));
• There is no general right to a refund based on change of mind, a decision not to proceed, or inability to use the file;
• Once a Calibration File has been downloaded, accessed, or flashed to any ECU, the digital delivery is considered fully performed.

2. Australian Consumer Law Guarantees

Notwithstanding the above, Protunes acknowledges its obligations under the Australian Consumer Law (ACL). Our goods and services come with guarantees that cannot be excluded under the ACL.

You are entitled to a remedy where a Calibration File:

• Has a major fault — meaning it does not function as described, contains a material error attributable to Protunes, or is not fit for the stated purpose; or
• Is substantially different from the description or specification confirmed at the time of order.

Where a major failure applies, you may be entitled to a refund or replacement at your election. Where the failure is not major, Protunes is entitled to first offer a remedy by re-supply or correction of the Calibration File before any refund is considered.

3. Circumstances Where No Refund Applies

No refund, credit, or replacement will be provided where:

• The Customer supplied incorrect or incomplete vehicle specifications, including but not limited to incorrect ECU variant, modification level, or hardware configuration;
• The Customer's hardware (e.g. flash interface tool, cable, or device) is incompatible with the supplied file format;
• The Customer does not possess the technical knowledge required to apply the file and did not disclose this limitation prior to ordering;
• The Calibration File has been flashed, applied, or used on any vehicle or ECU — once applied to an ECU, no refund is available regardless of outcome;
• The Customer changes their mind after delivery;
• The Customer's vehicle has pre-existing mechanical faults, ECU faults, or hardware defects that prevent effective calibration;
• Any third party has modified the Calibration File after delivery by Protunes;
• The Calibration File was purchased for, or used on, a vehicle operated on public roads — see our Terms & Conditions regarding off-road use.

4. No Refund After Flashing

Protunes does not provide refunds for any Calibration File that has been flashed (written) to an ECU. Flashing a Calibration File irrevocably applies the calibration to the vehicle's engine management system. This action constitutes full utilisation of the delivered digital product.

The Customer assumes all risk associated with the flashing process, including but not limited to:

• ECU damage, failure, or bricking during or after the flashing procedure;
• Vehicle immobilisation resulting from a failed, interrupted, or incorrect flash;
• Engine or drivetrain damage arising after the calibration is applied.

Please refer to our Terms & Conditions for the full disclaimer regarding ECU failure, engine failure, and incorrect flashing risk.

5. How to Request a Remedy

If you believe a Calibration File supplied by Protunes is defective or does not match its described specification, you must:

1. Contact Protunes in writing within 30 days of the date the file was delivered to your account;
2. Provide your order reference number, a clear description of the alleged defect, and any relevant supporting evidence (e.g. ECU diagnostic readouts, error logs, flash tool screenshots);
3. Allow Protunes a reasonable opportunity to assess and remedy the defect by re-supply of a corrected file before a refund is considered.

Requests submitted after 30 days from delivery will be considered outside the warranty period and may not be accepted unless the ACL imposes a longer remedy period in the circumstances.

6. Credit Top-Ups & Account Credits

Credit top-ups purchased through the Platform are used to fund calibration orders. Credits are non-refundable once applied to an order. Unused credits held on account may be applied to future orders at the Customer's discretion. Protunes reserves the right to apply credits as payment against any outstanding balance.

7. Change of Mind

Protunes does not offer refunds or exchanges for change of mind. This includes, but is not limited to, situations where:

• You decide not to proceed with a vehicle modification after placing your order;
• You sell, transfer, or write off the vehicle for which the Calibration File was supplied;
• Your personal or business circumstances change after ordering;
• You find a lower price elsewhere after purchase.

8. Off-Road Use & Regulatory Non-Compliance

All Calibration Files supplied by Protunes are intended strictly for off-road and closed-circuit competition use only. No refund will be granted on the basis that a Calibration File rendered a vehicle non-compliant with road-use emissions standards, roadworthiness requirements, or any other regulatory framework, as such regulatory consequences are the sole responsibility of the Customer.

9. Governing Law & Disputes

This Refund & Returns Policy is governed by the laws of the State of Victoria, Australia. All disputes arising under this Policy are subject to the non-exclusive jurisdiction of the courts of Victoria.

Customers may also seek assistance from the following consumer bodies:

• Consumer Affairs Victoria
• Australian Competition and Consumer Commission (ACCC)

10. Contact

Protunes

, Australia
Phone:
Email: [email protected]