Refund Policy
Last updated: August 2026
1. Scope and relationship to our Terms
1.1 This page explains how we handle refunds and file revisions. It supplements our General Terms and Conditions for Business Customers. In the event of any inconsistency, the Terms prevail.
1.2 Nothing on this page limits your statutory rights. Where the law grants you more than this page describes, the law applies.
1.3 Our services are offered exclusively to business customers. The statutory right of withdrawal that applies to consumers in distance contracts does not apply to this contractual relationship. This does not affect the rights described in section 3.
2. What we supply
2.1 We supply modified data files for vehicle control units. The files are delivered electronically through the portal. We do not carry out any work on vehicles, do not install any files and do not supply hardware.
2.2 We distinguish two types of service. In a Custom Service the file is individually created or adapted by our staff. In a Database Service the file is supplied automatically from our database.
2.3 Services are paid for using Credits, which are purchased in advance.
3. If a file is defective
3.1 A file is defective if it does not correspond to the specification agreed in the order.
3.2 In that case we will, at our choice, correct the file or supply a replacement file. There is no charge for this.
3.3 If this fails twice, you may reduce the price for the order concerned or withdraw from it. Where you withdraw, the Credits used for that order are returned to your account, or refunded in money at your request.
3.4 Please examine the file without delay after delivery and report any defect without delay. This obligation follows from § 377 of the German Commercial Code (HGB).
3.5 A file is not defective where the fault is attributable to inaccurate information supplied by you, a corrupt or manipulated original file, modification of our file by you or by a third party, incorrect or interrupted flashing, failure to implement supporting measures we specified, use of a fuel grade other than the one specified, or pre-existing defects or wear of the vehicle. Section 9.4 of our Terms sets this out in full.
4. Revisions
4.1 Independently of section 3, we offer free revisions of delivered files. A revision is appropriate where the file works as specified but you would like it adjusted — for example a different characteristic, a changed limiter, or an adaptation to hardware fitted subsequently.
4.2 Revisions are requested through the revision function in the portal. Please include your measured values or logs; without them we can only work from assumptions.
4.3 Offering revisions does not replace or restrict your rights under section 3. You are free to rely on those rights instead.
5. Refunds we make without further examination
5.1 Order not yet processed. If you cancel an order that we have not yet started, the Credits are returned to your account in full.
5.2 Duplicate or incorrect payment. If a payment was collected twice or in the wrong amount because of a processing error, we refund the difference. This is a statutory entitlement, not a matter of discretion.
5.3 Service not deliverable. If we are unable to supply a usable file for your vehicle, the Credits are returned to your account in full.
6. Where a refund is not available
6.1 Once a file has been delivered and corresponds to the agreed specification, the service has been performed and no refund is available. Statutory rights in the event of a defect remain unaffected and are described in section 3.
6.2 The performance actually achieved depends on the condition of the vehicle, the hardware fitted, the fuel used and the way the vehicle is driven. Results that fall short of your expectations for these reasons do not constitute a defect.
6.3 Where the fault is attributable to one of the circumstances listed in section 3.5, no refund is available. In such cases we will normally still offer a paid revision.
7. Unused Credits
7.1 Credits do not expire while your account exists. The statutory limitation periods apply.
7.2 During the ongoing business relationship there is no entitlement to a cash payout of unused Credits. If your account is closed, unused Credits that were purchased for consideration are refunded on request — refunds are not issued automatically — within the statutory limitation period, less payment processing fees actually incurred.
7.3 Credits granted free of charge or as part of a promotion are excluded from refund.
7.4 Credits cannot be transferred to third parties or exchanged for cash outside the cases described here.
8. How refunds are processed
8.1 Refunds are made to the payment method used for the original transaction, unless otherwise agreed.
8.2 We will acknowledge a refund request without delay and give you a substantive decision within 14 days. If we need longer, we will tell you within that period and say when a decision can be expected.
8.3 Approved refunds are paid out within 14 days of the decision. The time it then takes to appear on your account depends on your payment provider.
8.4 Refunds are made in the currency of the original payment. We are not responsible for exchange rate differences or fees charged by your own bank.
9. Chargebacks
9.1 If you believe a refund is due, please contact us first through the support system. Most cases are resolved within a few days.
9.2 Where a payment is reversed after Credits have been credited to your account, we may block the account and set off the Credits concerned. Costs charged to us by the payment service provider as a result of a reversal for which you are responsible will be passed on to you.
9.3 This does not restrict your right to raise a dispute with your payment provider. We simply ask you to speak to us first.
10. How to submit a request
10.1 Open a ticket in the support system in the portal, or write to info@powerhub.group.
10.2 Please include the order number, the vehicle concerned, a description of the problem and, where relevant, your measured values or logs. This allows us to decide without further enquiries.
11. Contact
PowerHub
Eduard Ruder
Kaspersweg 15b
26131 Oldenburg
Germany
Telephone: +49 157 84613054, available Monday to Friday 9.00-18.00h
Email: info@powerhub.group