1. Satisfaction Guarantee

Hellcatse offers a 100% satisfaction guarantee on all our services. If you're not completely satisfied with the quality of our workmanship, we will make it right.

This guarantee applies to all repair and maintenance services performed at our facility.

2. Eligibility for Refunds

You may be eligible for a refund or remedial service in the following circumstances:

• Workmanship Issues: Repairs or services that fail to resolve the problem or create new issues due to our workmanship
• Parts Failure: Parts installed by us that fail within the warranty period
• Service Not Performed: Services that were charged but not performed
• Incorrect Diagnosis: Cases where our diagnosis was incorrect, leading to unnecessary repairs
• Unauthorized Work: Services performed without your authorization

3. Refund Request Timeframe

To be eligible for a refund or remedial service, you must notify us of the issue within:

• 7 days of service completion for immediate concerns or issues
• 30 days for issues that may not be immediately apparent
• Warranty period (typically 24 months/24,000 km) for parts failures or recurring issues

We recommend inspecting your vehicle thoroughly after service completion and promptly reporting any concerns.

4. How to Request a Refund

5. Resolution Options

5.1 Remedial Service

Our preferred approach is to correct any issues through remedial service. This allows us to:

• Address the specific concern directly
• Ensure your vehicle performs as expected
• Maintain our service relationship

Remedial services are performed at no additional cost and include any parts needed to correct the issue.

5.2 Partial Refund

In some cases, a partial refund may be appropriate, such as when:

• Part of a service package was not performed satisfactorily
• A repair partially resolved the issue but requires additional work
• There was a miscommunication about service expectations

5.3 Full Refund

Full refunds are provided in situations where:

• A service did not resolve the problem and cannot be remedied through additional work
• Work was performed without proper authorization
• The service was not performed but was charged
• An incorrect diagnosis led to unnecessary repairs

6. Refund Processing

Refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed upon:

• Credit/Debit Card Payments: Refunded to the same card, typically appearing within 5-10 business days
• Cash Payments: Refunded in cash at our facility or by bank transfer if preferred
• Bank Transfers: Refunded to the originating account, typically appearing within 3-5 business days

You will receive a refund confirmation email once the refund has been processed.

7. Exceptions and Limitations

7.1 Non-Refundable Services

The following are generally not eligible for refunds:

• Diagnostic fees when an accurate diagnosis was provided, even if you choose not to proceed with repairs
• Consumable materials such as fluids, filters, and wiper blades
• Services where new issues developed that are unrelated to the work performed
• Special order parts that have been installed (though they remain covered under warranty)

7.2 Warranty Coverage vs. Refunds

Parts that fail within the warranty period will typically be replaced under warranty rather than refunded. Our parts warranty generally covers:

• Replacement of the defective part
• Labor costs associated with replacing the part
• Repair of any consequential damage directly caused by the part failure

8. Customer Responsibilities

To ensure a smooth refund or remedial service process, we ask that you:

• Report issues promptly within the specified timeframes
• Provide clear documentation and information about the problem
• Make your vehicle available for inspection
• Maintain records of services performed, including invoices
• Follow recommended maintenance and operating procedures

Failure to meet these responsibilities may affect eligibility for refunds or remedial services.

9. Dispute Resolution

If you are not satisfied with our proposed resolution, we offer the following escalation process:

1. Service Manager Review: Our service manager will personally review your case and work with you to find a satisfactory solution.
2. Owner Intervention: If needed, our owner will become involved to resolve the matter.
3. Independent Assessment: In rare cases, we may agree to an independent third-party assessment of the issue.

We are committed to resolving all issues fairly and maintaining our reputation for quality service.

10. Contact Information for Refund Requests

For refund requests or service concerns, please contact us through any of these channels:

• Phone: +449155502886 (Service Department)
• Email: service@hellcatse.com
• In Person: Visit our service desk at Studio 57q Lewis Fork, Clarkeshire YO31 8WU
• Online: Submit a service concern through the form on our website

Our service department is available Monday-Friday 8:00 AM - 6:00 PM and Saturday 9:00 AM - 2:00 PM.

11. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our practices or regulatory requirements. The most current version will always be available on our website.

Last updated: November 15, 2023