You can request a refund for any unused credit within 21 days of purchase. After this period, refunds to your bank account are no longer possible. Please note that any additional costs, such as bank fees or exchange rate differences, are the responsibility of the purchaser.

When can I request a credit refund?

You may request a refund of credit in the following situations:

• If the purchased function does not work correctly (this does not include changes to the car configuration)
• If a software upload fails due to a VDASH system error

In these cases, the full credit will be returned to your VDASH account so you can use it again.

Additionally, if you are not satisfied with the engine optimization, you can request a refund within 7 days. To proceed, the original software must be reinstalled using VDASH.

When is a refund or credit refund not possible?

Refunds are not available in the following cases:

• VDD or VDASH subscriptions (including VDD connectivity, VDASH FLAT tariffs, VDASH PRO, or SMALL)
• If installation or diagnostics are performed in a virtualized operating system (e.g., VMware, VirtualBox, or QEMU)
• If a purchased function requires a PIN code and this fact has not been checked by the purchaser beforehand
• If the vehicle does not have the required hardware for the purchased function
• If communication is disrupted by a second-hand or improperly installed CAN collector unit
• If the vehicle or computer battery fails during installation
• If installation fails due to a faulty communication device (DiCE, VXDIAG, VCX, VOE, etc.)
• If installation fails due to loss of communication between the computer and the communication device (DiCE, VXDIAG, VCX, VOE, etc.)
• If installation fails due to loss of communication between the client computer and the D5T5 company server
• If the engine has hardware issues that prevent proper use of the optimized software (e.g., an incorrectly set wastegate, worn injectors, damaged spark plugs, a worn turbocharger, etc.)

How to request a refund

Please provide as much information as possible about your request, including the vehicle’s VIN, a description of what went wrong, the date and time the issue occurred, any relevant screenshots, etc.

You can submit your refund request here:
https://d5t5.com/helpdesk/create/ticket