Refund & Returns (diamondtp.com)

At Diamond Tuning & Performance, our goal is simple: deliver high-quality workmanship, accurate diagnostics, and reliable merchandise you can feel confident buying. Because we work on real vehicles with real-world variables, and because many of our services involve custom labor and vehicle-specific adjustments, this policy sets clear expectations for refunds, cancellations, rescheduling, returns, and support.

We believe in being straightforward and fair. If something doesn’t feel right, tell us. We will do what we reasonably can to help, while also recognizing that custom services and custom tuning are not the same as returning a boxed product.

Definitions (So We’re Speaking the Same Language)

“Services”

Services include anything performed by Diamond Tuning & Performance such as tuning (including HP Tuners-based tuning), diagnostics, ECU flashing, dyno time (when available), custom work, consultation time, and any labor performed on or for your vehicle.

“Merchandise”

Merchandise includes physical products like shirts, hoodies, hats, keychains, stickers, and similar items sold through diamondtp.com.

“Courses” / “Training”

Courses include any in-person or scheduled tuning training, classes, workshops, or paid instruction we offer through diamondtp.com.

“Digital Products”

Digital products include downloads, files, templates, documents, recordings, online materials, and anything delivered electronically.

Booking, Scheduling, and Shop Communication

Appointments and How Scheduling Works

Appointments are scheduled in advance and are reserved specifically for you. When you book time with us, we plan staff time, equipment use, and shop workflow around that slot.

If you are unsure which service to book, contact us before scheduling so we can point you in the right direction and avoid wasted time or incorrect bookings.

Deposits and Prepayments (When Required)

Some services may require a deposit or full prepayment to hold the appointment. If a deposit is required, it will be shown at checkout or communicated during booking. Deposits help protect scheduled time that cannot be easily refilled on short notice.

If a deposit is applied, it is typically credited toward your final invoice unless otherwise stated on the service page.

Cancellations and Rescheduling

Cancellation fees and rescheduling rules are listed on each individual service page. Those service-page terms apply to that specific service.

If you need to reschedule, contact us as soon as you can. Earlier notice gives us a better chance to fill the spot and helps keep fees to a minimum where possible.

Late Arrivals, No-Shows, and Same-Day Changes

If you arrive late, your appointment may be shortened, rescheduled, or cancelled depending on the schedule for the day.

No-shows and same-day cancellations disrupt the shop schedule and may result in fees as listed on the service page. In some cases, repeated no-shows or last-minute cancellations may require full prepayment for future bookings.

Weather, Emergencies, and Unavoidable Delays

Sometimes life happens. If there is severe weather, a shop emergency, or a safety issue that prevents us from completing your appointment, we will communicate next steps as quickly as we can. If we have to reschedule you, we will work with you to find the earliest reasonable option.

Service Sales, Refunds, and Workmanship

Service Refunds (General Rule)

Because services involve time, labor, specialized equipment, and results tailored to your specific vehicle, service sales are final once the service has been performed.

That said, we stand behind our work. If you believe something is not operating as expected after your appointment, contact us promptly so we can review it with you.

Support Window and Follow-Up Expectations

If you have concerns after a service, contact us within 7 days of the appointment whenever possible. The sooner you reach out, the easier it is to review logs, conditions, and what changed (if anything).

When you reach out, we may ask for:

• A clear description of the issue and when it happens

• Any warning lights or diagnostic trouble codes

• Logs (especially for tuning-related concerns)

• Your current mod list and fuel type

• What changed since the appointment (parts, fuel, sensor changes, mechanical repairs, etc.)

What “Standing Behind Our Work” Usually Looks Like

We will typically take reasonable steps such as:

• Reviewing your tune file and notes

• Reviewing datalogs (if applicable)

• Confirming the vehicle setup matches what we tuned for

• Making appropriate revisions if something is clearly off and within the scope of the original service

Reasonable revisions do not include unlimited retunes for changing hardware, chasing unrelated mechanical issues, or pushing unsafe power levels.

HP Tuners Tuning Specific Terms

Your Vehicle, Your Setup, Your Responsibility

HP Tuners-based tuning depends heavily on the mechanical condition and configuration of the vehicle. Tuning cannot fix failing parts. If the vehicle has mechanical or electrical issues, tuning may be limited or paused until the underlying problem is addressed.

Common examples that can impact tuning results include:

• Vacuum or boost leaks

• Misfires, weak ignition components, or incorrect plugs

• Fuel pressure issues, injector problems, or poor fuel quality

• Faulty sensors (O2, MAF, MAP, crank, cam, etc.)

• Exhaust leaks, overheating, slipping clutches, transmission issues

• Battery voltage problems or poor grounds

If we identify a condition that makes tuning unsafe, unreliable, or likely to cause damage, we may stop the tuning process. In those cases, you are still responsible for time and labor already performed.

No Guaranteed Power Numbers

Every vehicle is different. We do not guarantee horsepower, torque, fuel economy, or track results. Weather, altitude, fuel quality, parts, drivetrain condition, traction, and mechanical health all affect outcomes.

Tune Files, Revisions, and Changes After Tuning

Your tune is built around the mod list, fuel, and goals discussed at the time of service. If you change parts after tuning (intake, cam, supercharger pulley, injectors, fuel system, headers, sensor configuration, etc.), you should assume the tune may need updates.

If you request revisions due to changes after the original service, that may be treated as a new service or billed accordingly.

Remote Support, Logging, and Communication

If your tuning package includes remote revisions, you are responsible for providing clear logs and accurate information. Delays in sending logs, incomplete logs, or changing the setup between logs can slow down the process and may require additional paid time.

For safety, we may refuse to make certain changes if the requested setup is outside safe limits for the vehicle.

HP Tuners Licensing, Devices, and Third-Party Software

HP Tuners hardware, credits, licenses, and software access are controlled by HP Tuners and their policies. If your service requires credits or licensing, you are responsible for ensuring your vehicle can be properly licensed and flashed.

If credits or licenses are purchased or redeemed, those transactions may be non-refundable due to how third-party licensing works. If something is unclear, ask us before purchasing or redeeming anything.

Diagnostics and Problem-Solving Services

Diagnostics Are Not a Guarantee of a Single Answer

Diagnostics are a process, not magic. Some issues are intermittent, multi-factor, or influenced by recent modifications. We will do our best to provide an accurate diagnosis based on the symptoms, data, and testing available at the time.

Discovery of Additional Issues

It is common to uncover additional issues during diagnostics or tuning. If we find new problems that affect the original concern, we will communicate what we found and what we recommend next.

Dyno Tuning (When Available)

Dyno Sessions Are Non-Refundable Once Started

Dyno time is a scheduled resource and dyno sessions require setup, strapping, warm-up, logging, pulls, and adjustments. Once a dyno session begins, dyno time and related labor are non-refundable.

Safety Holds and Session Stops

If your vehicle presents a safety risk (leaks, overheating, drivetrain issues, unsafe tire condition, severe misfire, etc.), we may stop the session to prevent damage or injury. If we stop for safety, you are responsible for time already used, and we will discuss options for rescheduling once the vehicle is ready.

Dyno Rescheduling and Cancellations

Rescheduling and cancellation fees for dyno services are listed on the dyno service page on diamondtp.com and apply as written.

Customer Responsibilities (This Helps Everything Go Smoothly)

Arrive Ready

For best results, please arrive with:

• The agreed fuel type in the tank (and enough of it)

• Fluids at proper levels, no major leaks

• A healthy battery and charging system

• A complete and accurate mod list

• Any needed wheel lock key, specialty lug socket, or access items

Disclose Important Details

You must tell us about anything that could impact safety or results, including:

• Recent mechanical issues or repairs

• Aftermarket wiring, piggybacks, or unusual electronics

• Fuel type changes (pump gas vs E blends vs race fuel)

• Known driveline or transmission problems

Personal Items and Valuables

Please remove valuables before dropping off your vehicle. We are not responsible for personal items left in the vehicle.

Vehicle Storage and Pick-Up

If your vehicle is left beyond the agreed pick-up time, storage fees may apply if listed on the service page or if communicated due to space constraints.

Merchandise Policy (Apparel and Physical Goods)

Fulfillment Provider

Merchandise is fulfilled by Printful unless otherwise stated on the product listing. That means printing, packing, and shipping are often handled through their system.

Returns (Unused, Unworn Items)

We accept returns on unused, unworn merchandise within 14 days of delivery.

Returned items must be:

• Unworn and unwashed

• Free of odors, stains, pet hair, or signs of use

• In original condition and packaging when applicable

Unless the item arrived damaged or incorrect, the customer is responsible for return shipping costs.

Exchanges (Sizing or Defects)

If you need a different size or received a defective item, contact us within 7 days of delivery. Exchanges depend on availability, and limited-run items may not be replaceable.

Damaged, Misprinted, or Incorrect Orders

If your order arrives damaged, misprinted, or incorrect, contact us as soon as possible. We may request photos so we can confirm the issue and fix it quickly.

Shipping Issues and Address Errors

Once an order is in production or shipped, changes can be difficult or impossible. Double-check your shipping address at checkout.

If a package is returned due to an incorrect address provided at checkout, you may be responsible for reshipping costs.

Non-Returnable Merchandise Situations

For hygiene and practicality, we may refuse returns for items that show signs of use, smell like smoke, contain pet hair, or have been washed.

Courses and Training (Tuning Courses)

Course Refund Policy

Tuning courses are eligible for a full refund with a $100 cancellation fee as long as you cancel at least 3 full weeks before the training start date.

If you cancel inside of that 3-week window, the course may become non-refundable due to reserved scheduling, staffing, and materials.

Transfers and Substitutions

If you cannot attend, contact us as early as possible. If a transfer or reschedule is possible, we will consider it, but it is not guaranteed and may include fees depending on timing and availability.

Attendance, Participation, and Conduct

Training requires a respectful environment. We reserve the right to remove participants for unsafe behavior, harassment, disruption, or refusal to follow instructions. In those cases, refunds are not provided.

Course Materials and Recording

Any course materials provided are for the attendee’s personal use unless stated otherwise. Recording, redistribution, or resale of course content may be restricted. If recording is allowed for a particular class, the rules will be communicated in writing.

Digital Products

Digital Sales Are Final Once Delivered

Digital products are non-refundable once delivered or accessed because they cannot be “returned.”

Access Problems or Corrupted Files

If a file is corrupted, inaccessible, or you did not receive it properly, contact us and we will resend or replace the file when possible.

Payments, Chargebacks, and Pricing

Payment Methods and Timing

We accept the payment methods shown at checkout on diamondtp.com. Some services may require payment in full before work begins.

Estimates and Approval for Additional Work

If we quote an estimate, it is based on the information available at that time. If we discover additional needs, we will communicate before proceeding whenever reasonably possible.

Chargebacks and Payment Disputes

If you have an issue, please contact us first so we can try to resolve it. Chargebacks hurt small businesses and can delay support while the dispute is processed.

Fraudulent chargebacks (for services performed or goods delivered) may result in:

• Loss of future booking privileges

• Collection actions where allowed

• Documentation provided to the payment processor including logs, timestamps, and communication history

Warranty, Risk, and Legal Safety Notes

Performance Work Involves Risk

Performance tuning and modifications can increase stress on engine, transmission, driveline, and related components. By purchasing performance services, you acknowledge that increased power and altered calibration can increase wear or failure risk, especially on high-mileage vehicles or vehicles with unknown history.

Emissions and Street Legality

You are responsible for complying with local, state, and federal laws regarding emissions equipment and vehicle modifications. We will not guarantee street legality for any modified vehicle.

Limitation of Liability (Common Sense Version)

We will always act professionally and safely, but we are not responsible for pre-existing problems, hidden failures, or downstream damage caused by worn parts, poor prior work, incorrect installs, customer-supplied parts, or changes made after the service.

Privacy and Media

Vehicle Data, Logs, and Contact Information

We may store information such as your contact details, appointment history, mod list, tune notes, and logs in order to support your service and future follow-ups.

Photos and Marketing

We may take photos or videos of vehicles for documentation or marketing. If you do not want your vehicle featured publicly, tell us in writing and we will respect that.

How to Contact Us and Request Help

Support and Returns Process

To request help with a service concern, start a merch return, or ask about rescheduling, contact us with:

• Your name

• Order number or appointment details

• A clear description of the issue

• Helpful context such as photos, logs, screenshots, and dates

Contact Information

Email: zyler@diamondtp.com

Phone: 920-206-5638

Location: W10710 US-151, Malone, WI

Policy Updates

We may update this policy from time to time to reflect changes in operations, providers, or services. The version posted on diamondtp.com at the time of your purchase is the one that applies to that transaction, unless otherwise required by law.

If you want, paste the service-page cancellation fee wording you currently use, and I’ll rewrite that section to match your exact numbers and timing while keeping the same human tone.