Refund Policy

How payment works

When you book a slot, the full price is charged to your card immediately. This is the same pattern used by airlines, hotels, and most online services — payment up front locks in your slot.

If the work fails, you get a full refund — straightforward.

When you get a full refund

• The fix doesn't take after the session.
• We're unable to perform the requested service after reviewing your VIN/chassis combination.
• Your specific BMW software version requires hardware (e.g. a non-OBD module replacement) that's outside scope.
• We cancel the session and you decide not to rebook.
• You request to cancel a booking before we've started prep work (typically up to 4 hours before the slot).

When a refund may not apply

• You provided incorrect information. If your VIN or chassis code was wrong and we did the wrong job as a result, the work is still chargeable.
• You no-showed your slot. If you don't connect at the scheduled time and don't reschedule with at least 2 hours notice, the slot fee is forfeit. We'll work with you on legitimate emergencies.
• You changed your mind after the work was performed and verified. Once the fix is in and you've confirmed it's working, the work is chargeable.

Reschedules

You can reschedule a slot once at no charge with at least 2 hours notice. Subsequent reschedules forfeit the booking and require a fresh booking + payment.

How long does a refund take?

Refunds are processed by our payment provider (Stripe) and typically appear on your statement within 5–10 business days. The exact timing depends on your card issuer — we don't control this.

You'll receive an automated email when the refund is initiated. If it hasn't appeared after 10 business days, contact us with your order ID and we'll trace it.

Disputes

If you believe a refund is due and we haven't issued one, email contact@canbench.com with your order ID. We'll respond within 1 business day. If we still can't agree, you can dispute the charge with your card issuer — Stripe will mediate. We'd rather you didn't have to do this; the goal is for there to be nothing to dispute.

Statutory rights

This policy doesn't affect any rights you have under the consumer law of your jurisdiction (e.g. Australian Consumer Law, UK CRA 2015, US state consumer protection statutes). Where those laws give you stronger protection than this policy, those laws apply.