1. General Policy

CarSoft supplies digital products that may be generated, signed, retrieved, prepared, or personalized using customer-provided vehicle information.

We understand that mistakes can occur and will review reasonable requests fairly. However, due to the nature of digital and vehicle-specific products, refunds are generally unavailable after order processing has started.

Nothing in this Refund Policy excludes or restricts rights that cannot lawfully be excluded or restricted under applicable mandatory law.

2. Cancellation Before Processing

An order may be cancelled and refunded when the cancellation request is received before processing begins.

Customers should contact as soon as possible and include the order number.

A cancellation is not confirmed until CarSoft has reviewed the order status and confirmed that processing has not started.

3. When Processing Begins

Processing begins when CarSoft starts any order-specific activity, including:

• checking compatibility or submitted vehicle information;
• generating an FSC code, certificate, or activation file;
• preparing or signing an NCD file package;
• reviewing FA or SVT files;
• retrieving or preparing a vehicle report;
• preparing navigation map delivery information;
• allocating specialist time;
• beginning agreed remote or technical work;
• delivering or making the digital product available.

4. Orders That Have Already Been Processed

Once processing has started, the order generally cannot be cancelled or refunded.

This is because CarSoft may already have performed manual work, allocated specialist time, accessed order-specific information, or generated a digital product for the submitted vehicle configuration.

Vehicle-specific codes, signed files, repair packages, reports, and other personalized digital products cannot normally be returned, revoked, or resold to another customer.

We ask customers to understand that even when delivery has not yet been completed, meaningful work and costs may already have been incurred during processing.

5. Incorrect VIN or Customer Information

Customers are responsible for checking the VIN, email address, navigation version, head unit information, FA, SVT, and other submitted details before placing an order.

If information appears incomplete or invalid before processing, CarSoft may request clarification.

A product correctly generated using the information submitted by the customer is generally not eligible for a refund solely because the submitted information was incorrect or related to another vehicle.

Contact CarSoft immediately after identifying an error. Where processing has not started, we will try to correct the order.

6. Incorrect Product Selection

Customers should verify compatibility before ordering. The same BMW or MINI model may use different navigation systems, head units, control modules, or software versions.

A correctly supplied product is generally not refundable when the customer selected an incompatible map family, region, head unit, function, or product option.

Customers who are uncertain should request a compatibility review before placing the order.

7. Navigation Maps, FSC and NCD Products

Navigation map files and FSC products are separate unless expressly included together in the product description.

A purchase of an FSC product does not include navigation map files, FSC import, activation, coding, or technical work.

A standard NCD product includes only the generation and delivery of signed NCD files based on the FA and SVT information supplied by the customer.

FA correction, NCD import, coding, remote connection, and other technical work are separate services and are not grounds for a refund when they were not included in the original order.

8. Installation and Technical Assistance

Difficulty installing or applying a correctly supplied digital product does not automatically make the product eligible for a refund.

Unless expressly stated otherwise, the product price does not include:

• installation;
• USB preparation;
• FSC or NCD import;
• FA correction;
• coding or programming;
• remote connection;
• diagnostic work;
• specialist labor.

Where appropriate, CarSoft may offer separately priced technical assistance or a turnkey service.

9. Problems With a Supplied Product

Contact CarSoft if the delivered product appears incorrect, incomplete, corrupted, or materially different from its description.

Please provide:

• the order number;
• the last 7 characters of the VIN;
• the exact product purchased;
• relevant navigation or software information;
• a clear description of the problem;
• screenshots, photographs, or error messages where available.

CarSoft will review the submitted information and may provide a corrected product, replacement files, additional instructions, or another appropriate solution.

10. When a Refund May Be Considered

A refund or another appropriate remedy may be considered when:

• the cancellation was accepted before processing began;
• CarSoft supplied a materially incorrect product;
• CarSoft cannot provide the ordered product after accepting payment;
• a duplicate payment was confirmed and no second order was required;
• a refund or remedy is required under applicable mandatory law.

CarSoft may first offer correction, replacement, completion of the delivery, or another reasonable remedy where appropriate.

11. Vehicle Reports

Vehicle report contents depend on information available for the specific vehicle.

The absence of a service entry, campaign, option, or other record does not necessarily mean that the event did not occur.

A correctly supplied report is not refundable solely because it contains fewer records than expected or because no relevant records are available.

12. Remote Services

Remote services are arranged individually and may require the customer to provide compatible equipment, stable internet access, vehicle access, and stable vehicle power.

Time already spent on preparation, connection, diagnostics, coding, or other agreed technical work is generally non-refundable.

If a remote session cannot proceed because required customer equipment, internet access, vehicle access, or preparation is missing, rescheduling or additional charges may be required.

13. PayPal and USDT Refunds

Approved refunds are normally handled using a method reasonably connected to the original payment.

For PayPal payments, processing times may depend on PayPal and the customer’s payment source.

For approved USDT refunds, CarSoft may request confirmation of the receiving wallet address and supported blockchain network.

The customer is responsible for providing a correct and compatible wallet address. Blockchain network fees and exchange-related charges may affect the final amount where permitted by applicable law.

14. Refund Request Procedure

The request should include:

• the order number;
• the email address used for the order;
• the last 7 characters of the VIN where applicable;
• the reason for the request;
• any relevant screenshots or error information.

Requests are reviewed individually according to the order status, product type, work already performed, and applicable mandatory law.

15. Mandatory Consumer Rights

This Refund Policy does not exclude or restrict consumer rights that cannot lawfully be excluded or restricted.

Where applicable law provides a remedy for digital content or a service that is defective, materially different from its description, or not supplied, those mandatory rights remain unaffected.