Service Policy

1. Operating Model

ECU Team operates as an engineering laboratory, not a general repair shop or call center.

Service requests are reviewed and processed Monday–Friday, 9:00 AM–5:00 PM (EST).
Messages received outside business hours are logged and reviewed on the next business day.

Orders can be placed 24/7.
Service processing follows business hours only.

2. No Estimates / Pricing Rule

Pricing and turnaround time depend on the exact issue, module condition, and verification results.

No prices or turnaround times are provided prior to inspection.
Any estimates given without inspection are not valid.

3. Inspection & Diagnostic Fees

Inspection and diagnostic work is performed only after payment is received.

Diagnostic and inspection fees are non-refundable, regardless of outcome.

If the customer proceeds with repair, up to 60% of the diagnostic fee may be applied toward the final service cost.

4. Required Information

To proceed with any service, the following is required:

  • Valid VIN

  • Verified vehicle mileage (photo of instrument cluster required)

  • Clear problem description

  • Required control modules for the requested service

Service does not begin until all required information and modules are received and verified.

If the issue description changes after receipt, additional diagnostics or services may be required.

5. Pre-Shipping Condition & Photos

Before shipping, customers must provide clear photos of the module(s) showing physical condition and part numbers.

Modules received with water damage, corrosion, burned components, mechanical damage, or undisclosed prior repair may be refused or excluded from warranty.

6. Shipping Responsibility

Customers are fully responsible for all shipping costs.

We do NOT provide prepaid labels, overnight shipping, expedited shipping, or international shipping services.

All domestic, overnight, expedited, and international shipping costs are paid by the customer.

We are not responsible for carrier delays, lost shipments, customs delays, duties, taxes, or transit time.

Processing begins only after the module is physically received at our facility.
A tracking number does not constitute receipt.

Shipping address must be confirmed with us before sending.
Modules shipped to an incorrect or unconfirmed address are not our responsibility and may be refused or delayed.

7. Inactive Orders & Storage Fees

If a module is received without required information, processing is suspended.

If the customer does not respond within 3 business days, the module is placed into storage.

A storage fee of $50 per day applies starting on the 4th business day and continues until required information or instructions are received.

Storage fees are non-refundable and billed separately.
Unpaid storage fees may result in service refusal or delayed return.

8. Order vs Service / Status Updates

Purchasing a product does not initiate service.

Service begins only after required modules, information, and payment are received and confirmed.

Order and service status updates are provided during business hours only and not via live chat or social media.

9. Communication Policy

All communication is handled in written form only (chat or email).

Verbal instructions, approvals, or changes are not accepted.
Requests based on incomplete, unclear, or changing information will not be acted upon.

10. Warranty (Service)

Service warranty is 90 days and applies only to the specific service performed.

Warranty is void immediately if the module shows:

  • Water or moisture damage

  • Corrosion or oxidation

  • Burned, overheated, or shorted components

  • Mechanical or physical damage

  • Voltage or wiring faults

  • Any third-party repair or modification (before or after service)

Warranty covers only the exact issue repaired or programmed.
New, unrelated, or secondary faults are not covered.

Diagnostic and service fees are non-refundable.

11. Returns & Service Refusal

Modules can be returned only after service completion or written confirmation.

If the customer chooses not to proceed after inspection, diagnostic and storage fees remain applicable.

We reserve the right to refuse service if policies are not followed.

12. Policy Changes

We reserve the right to modify, update, or amend this Service Policy at any time without prior notice.

The version published on our website at the time of service applies.

END OF SERVICE POLICY

Service Policy

1. Operating Model

ECU Team operates as an engineering laboratory, not a general repair shop or call center.

Service requests are reviewed and processed Monday–Friday, 9:00 AM–5:00 PM (EST).
Messages received outside business hours are logged and reviewed on the next business day.

Orders can be placed 24/7.
Service processing follows business hours only.

2. No Estimates / Pricing Rule

Pricing and turnaround time depend on the exact issue, module condition, and verification results.

No prices or turnaround times are provided prior to inspection.
Any estimates given without inspection are not valid.

3. Inspection & Diagnostic Fees

Inspection and diagnostic work is performed only after payment is received.

Diagnostic and inspection fees are non-refundable, regardless of outcome.

If the customer proceeds with repair, up to 60% of the diagnostic fee may be applied toward the final service cost.

4. Required Information

To proceed with any service, the following is required:

  • Valid VIN

  • Verified vehicle mileage (photo of instrument cluster required)

  • Clear problem description

  • Required control modules for the requested service

Service does not begin until all required information and modules are received and verified.

If the issue description changes after receipt, additional diagnostics or services may be required.

5. Pre-Shipping Condition & Photos

Before shipping, customers must provide clear photos of the module(s) showing physical condition and part numbers.

Modules received with water damage, corrosion, burned components, mechanical damage, or undisclosed prior repair may be refused or excluded from warranty.

6. Shipping Responsibility

Customers are fully responsible for all shipping costs.

We do NOT provide prepaid labels, overnight shipping, expedited shipping, or international shipping services.

All domestic, overnight, expedited, and international shipping costs are paid by the customer.

We are not responsible for carrier delays, lost shipments, customs delays, duties, taxes, or transit time.

Processing begins only after the module is physically received at our facility.
A tracking number does not constitute receipt.

Shipping address must be confirmed with us before sending.
Modules shipped to an incorrect or unconfirmed address are not our responsibility and may be refused or delayed.

7. Inactive Orders & Storage Fees

If a module is received without required information, processing is suspended.

If the customer does not respond within 3 business days, the module is placed into storage.

A storage fee of $50 per day applies starting on the 4th business day and continues until required information or instructions are received.

Storage fees are non-refundable and billed separately.
Unpaid storage fees may result in service refusal or delayed return.

8. Order vs Service / Status Updates

Purchasing a product does not initiate service.

Service begins only after required modules, information, and payment are received and confirmed.

Order and service status updates are provided during business hours only and not via live chat or social media.

9. Communication Policy

All communication is handled in written form only (chat or email).

Verbal instructions, approvals, or changes are not accepted.
Requests based on incomplete, unclear, or changing information will not be acted upon.

10. Warranty (Service)

Service warranty is 90 days and applies only to the specific service performed.

Warranty is void immediately if the module shows:

  • Water or moisture damage

  • Corrosion or oxidation

  • Burned, overheated, or shorted components

  • Mechanical or physical damage

  • Voltage or wiring faults

  • Any third-party repair or modification (before or after service)

Warranty covers only the exact issue repaired or programmed.
New, unrelated, or secondary faults are not covered.

Diagnostic and service fees are non-refundable.

11. Returns & Service Refusal

Modules can be returned only after service completion or written confirmation.

If the customer chooses not to proceed after inspection, diagnostic and storage fees remain applicable.

We reserve the right to refuse service if policies are not followed.

12. Policy Changes

We reserve the right to modify, update, or amend this Service Policy at any time without prior notice.

The version published on our website at the time of service applies.

END OF SERVICE POLICY

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