Refund and cancellation policy

A custom process, with realistic expectations

Remote tuning is a custom, one-off process for your vehicle and its combination of parts. It can be extremely difficult and may take several rounds of testing, logs, feedback and adjustments. Every vehicle is different, so there is no single approach that works for every build.

Results may vary, and perfection can never be guaranteed. Vehicle condition, installed parts, installation quality, mechanical issues, fuel, sensors, tuning equipment and the information in your logs all affect the process. We are not there to inspect your vehicle or verify its mechanical condition. We cannot promise a particular power gain, idle, drivability result, mechanical reliability or component life. Tuning cannot replace mechanical diagnosis or repair.

We are dedicated to doing our best to help you within the service you purchased. Full Custom includes datalog review and up to five revisions; Base Tune includes one revision. That commitment does not mean unlimited revisions, unlimited troubleshooting or a promise to solve every problem. We need accurate build details, usable logs, clear feedback and your participation to keep the process moving.

We are for the people and take accountability for our work. These limits do not excuse a verified JRJ error or a failure on our part to provide the service you purchased.

Vehicle condition, parts and mechanical issues

We do not refund completed tuning work because of mechanical problems, vehicle condition, parts, installation issues or other problems that were not caused by our work. We want to help you work through tuning concerns, but we cannot be responsible for repairing the vehicle or refunding work because of something that is not our fault.

Examples of issues outside our work include:

• Engine, transmission, valvetrain, compression, lubrication or other mechanical faults.
• Vacuum or exhaust leaks, fuel-pressure problems, ignition faults, faulty sensors, wiring or electrical problems.
• Incorrect cam timing, improperly installed parts, incompatible components or undisclosed modifications.
• Incorrect or incomplete vehicle information, unsuitable fuel, or parts changed after the tune was prepared.
• Unsupported equipment, missing licensing, or read/flash failures caused by equipment, power loss or procedures outside JRJ’s control.
• Incomplete testing, missing or unusable datalogs, missing feedback, or failure to follow appropriate tuning instructions.

These exclusions apply when the problem was not caused by our work. We will not assume every concern is mechanical, and a symptom appearing after a flash does not by itself prove a tuning error. The cause needs to be reviewed.

Verified facts and accountability

If a refund request is based on a problem you believe our tune caused, it must be supported by verified facts. A hunch, an assumption or a symptom appearing after a flash does not establish that our work caused it. Your vehicle can still have a mechanical issue even if you or your installer believe everything is correct.

We will review the information relevant to the concern, which may include your stock read, the exact tune file used, logs, trouble codes, build details and documented diagnostic or installation findings. We may need further information or reasonable checks to establish the cause. Mechanical problems and tuning errors can exist together; neither should be assumed without reviewing the evidence.

If we make a verified mistake, we take accountability and will work to correct it. If a verified JRJ error or failure means we cannot provide the tuning service you purchased and it cannot be corrected, we will refund the affected tuning-service payment in full without keeping the $169.99 fee. A normal revision request or a correctable issue does not automatically qualify for a full refund.

Cancellations and the $169.99 tuning amount

You may cancel for a full refund before tuning work starts. Work starts when we begin manually reviewing your stock read to prepare your tune, or begin preparing or changing your tune. Placing an order or uploading a stock read alone does not mean work has started.

We generally do not accept refunds once tuning work has started. Requests are handled on an individual basis, based on the work completed and the circumstances. A request does not mean a refund will be approved.

If we approve a Full Custom cancellation after work starts, $169.99 is retained from your tuning-service payment. Any approved refund is limited to the amount actually paid for tuning above $169.99, after discounts. This is part of your original payment, not an extra charge, and we never retain more than you paid for that service.

After Revision 1: Once you receive Revision 1 through your private Tune Portal, that initial work is considered a Base Tune, and the $169.99 Base Tune amount is non-refundable for a cancellation. Any refund of the remaining tuning-service balance is considered individually and is not guaranteed. This does not change your Full Custom service or the revisions included with it.

For this calculation, the tuning-service payment includes the Full Custom service and its purchased cam, modification and Faster Turnaround service add-ons. Hardware, credits and downloadable files follow their separate terms.

For example, if you paid $329.99 for the tuning service and a cancellation refund is approved, the maximum refund is $160.00. The $169.99 is kept from that payment; it is not charged again.

Mechanical problems or other issues not caused by our work do not qualify for a refund of completed work. The verified-JRJ-error and legal-rights provisions below still apply.

What each tuning service includes

We are dedicated to doing our best to help you within the service you purchased. Full Custom includes datalog review and up to five revisions; Base Tune includes one revision. That commitment does not mean unlimited revisions, unlimited troubleshooting or a promise to solve every problem. We need accurate build details, usable logs, clear feedback and your participation to keep the process moving.

Full Custom Remote Tune includes datalog review and up to five revisions for the purchased, supported build. Changes to the vehicle, camshaft, hardware or agreed scope may require additional paid work or a new service. Any additional charge must be agreed before that additional work begins.

Base Tune — One Revision covers startup, idle and initial drivability within its supported scope and includes one revision. It is not a promise of a fully refined tune for every operating condition. Base services may be cancelled for a full refund before tuning work begins and are non-refundable once work begins, except for the verified-JRJ-fault and legal-rights provisions.

Customers must provide accurate build details, disclose known or suspected faults, supply requested files and feedback, and arrange any mechanical diagnosis or repairs needed before tuning can continue. We may pause further tuning when missing information, unresolved faults or unsafe operating conditions prevent useful or appropriate work. We will explain what is needed to proceed. A pause does not itself create refund eligibility, and it does not excuse a separate verified failure by JRJ.

Reaching the included revision limit does not guarantee that every issue or operating condition will be resolved. Additional work or a changed build may require a separately agreed service. Repairing a mechanical problem does not automatically require a new tuning purchase; any new charge must be discussed and agreed before additional paid work begins.

First revision, logs and the queue

Revision 1 is guaranteed within 24–72 business hours after JRJ receives your stock read. Business hours are Monday–Friday, excluding holidays; weekends do not count. Revision 1 is the initial file delivered through your private Tune Portal, not a promise that the entire tune is finished.

The first revision is the only part of the process with a delivery guarantee. There is no guaranteed finish date for your tune and no guaranteed turnaround for later revisions. There are too many variables to promise a timeline after Revision 1.

Progress depends on vehicle condition, installed parts, mechanical or installation issues, tuning equipment, the quality of your logs and feedback, when you have time to upload and test a tune, when you can record and send logs, and when we receive them. Waiting on answers, parts or repairs can also delay the next step.

Logs and follow-up requests go into the queue, and we handle them in the order received. Each submission takes time to review and work through. Receiving a log does not start another 24–72-business-hour guarantee.

Paid Faster Turnaround: Faster Turnaround guarantees Revision 1 by the end of the same business day when we receive your stock read file during normal business hours, Monday–Friday. Friday is included; depending on workload, delivery may be as late as midnight Eastern that Friday. Stock reads received on a weekend, holiday, or outside normal business hours begin processing the next business day.

The Revision 1 guarantee applies only to delivery of the initial file after JRJ receives your stock read. It does not guarantee a completion date for the entire tuning process or a deadline for later revisions. Contact JRJ through the Tune Portal if the promised initial delivery is missed; it will be reviewed as a service issue.

Downloadable HPT files

Downloadable .HPT files are separate digital products. Delivery normally begins after checkout, and the sale becomes final when the download or delivery link is issued. These files do not include custom remote tuning, datalog review, revisions or modification add-ons.

Before purchasing, verify the exact vehicle, controller, operating system, engine, transmission, fuel system and modifications required by the listing. Do not assume that a matching engine size or cam name alone establishes compatibility.

Mechanical problems, incorrect customer selection, incompatible equipment, installation errors or outcomes not caused by the purchased file do not create refund eligibility after delivery. If a file is inaccessible, corrupted or delivered incorrectly, contact JRJ so it can be replaced or corrected. If we cannot supply the file that was purchased, we will refund that file purchase.

A customer-selected file is not refundable after access simply because the wrong application was chosen. Before the file is accessed, JRJ may offer a one-time exchange at its discretion. No blanket credit or upgrade allowance from a downloadable file to a tuning service is included.

Physical products and hardware

An eligible physical-product return must be requested within 14 days after delivery. The item must be unused, uninstalled, unaltered and in its original packaging. Obtain return authorization from JRJ before sending it back.

The customer pays return shipping for an ordinary eligible return. Original shipping charges are non-refundable. No restocking fee is charged for an eligible unopened return. MPVI4 hardware is returnable only when unopened, unregistered and unlicensed.

Contact JRJ within 14 days after delivery if a physical item arrives damaged, defective or incorrect. We may request reasonable photos or other supporting information. When JRJ supplied the damaged, defective or incorrect item, we will pay appropriate replacement shipping.

Opened, registered or licensed electronics; installed or altered parts; special-order or custom-built parts; and items clearly identified as final sale are not eligible for ordinary returns. This does not remove rights concerning defective or incorrectly supplied goods under applicable law.

Requesting review or cancellation

Use your private Tune Portal or email tunes@jrjonesracing.com. Include your order number, a clear description of the issue or cancellation request, the file or revision involved, and any relevant supporting information. Do not continue testing or driving a vehicle that shows signs of a potentially damaging problem.

An obvious duplicate purchase reported within 48 hours will be refunded after JRJ verifies the duplicate. A duplicate-payment correction is not a cancellation of the original service and does not incur the tuning cancellation fee.

JRJ may make a reasonable exception in an individual case. An exception does not create a standing refund entitlement for other orders or override the legal rights described below.

Legal rights and policy application

This policy is subject to applicable law. Nothing here excludes responsibility that cannot lawfully be excluded, removes non-waivable consumer rights, prevents a lawful payment dispute, or restricts an honest customer review. The refund exclusions and tuning fee do not apply where a different remedy is legally required.

The terms disclosed and accepted when an order was placed govern that order. A later policy update does not retroactively reduce a customer’s existing rights.

J.R. Jones Racing LLC
tunes@jrjonesracing.com
910-239-7598