Política de reembolso
OBD PORTAL - REFUND AND RETURN POLICY
Effective Date: January 29, 2026
Last Updated: August 10, 2026
This Refund and Return Policy applies to all purchases made through obdportal.com, operated by OBDPORTAL BV ("Company", "we", "us"), Bergensesteenweg 83b, 1651 Beersel, Belgium.
This Policy forms part of, and must be read together with, our Terms of Service and Sales Contract. In the event of a conflict between the two documents, the Terms of Service prevail; mandatory consumer protection law prevails over both.
0. YOUR STATUTORY RIGHTS COME FIRST
If you are a consumer (a natural person acting outside your trade, business, craft or profession) resident in the European Union or the EEA, nothing in this Policy limits or excludes:
- your 14-day right of withdrawal for distance contracts (Section 3 below);
- your two-year legal guarantee of conformity (Section 4 below);
- any other right you have under mandatory law.
Where a clause of this Policy conflicts with such a right, the right prevails and the clause does not apply to you.
1. DIGITAL PRODUCTS - TOKENS
1.1 General token policy
Tokens are digital credits used to execute vehicle diagnostic and programming procedures through the OBD Portal software. Tokens are credited to your Account immediately after payment is confirmed. From that moment, supply of the digital content has begun.
In accordance with Article 15.7 of the Terms of Service: once a Token has been purchased and credited to an OBD Portal software Account it is final. It is not refunded, is not exchanged for cash or credit, and is not transferred to another Account, except (a) in the cases expressly listed in Sections 1.2, 1.3, 3 and 7 below, and (b) where mandatory consumer protection law of your country of residence provides otherwise.
Unused Tokens remain in your Account and do not expire as long as the Account remains active and in good standing.
1.2 Cases in which we do refund Tokens
| Situation | Outcome | Time limit |
|---|---|---|
| Duplicate purchase caused by an accidental double charge | Full refund of the duplicate charge | Within 30 days of purchase |
| Payment taken but Tokens never credited to the Account | Full refund | No limit |
| Purchase made in error, no Token used, and the express consent described in Section 3.2 was not validly obtained and confirmed | Full refund of unused Tokens | Within 14 days of purchase |
| Service permanently discontinued by the Company | Full refund of unused Tokens | Not applicable |
| Material change to the Terms of Service that is unfavourable to a consumer, and the consumer terminates (Article 0.4 of the Terms of Service) | Full refund of unused Tokens | Before the change takes effect |
1.3 Token consumption and procedure failures
| Scenario | Outcome |
|---|---|
| Procedure completed successfully | No refund |
| Procedure failed because of a confirmed software bug on our side | Token restored to the Account |
| Server outage prevented the procedure from completing | Token restored to the Account |
| Procedure failed because of a vehicle hardware or wiring issue | No refund |
| Procedure failed because of an incompatible or faulty PassThru device | No refund |
| Procedure failed because of user error, for example the wrong procedure was selected | No refund |
| Procedure failed because of an internet disconnection, power loss or cable disconnection on the user's side | No refund |
To claim restoration of a Token, contact us with: your Account username; the date and time of the failed procedure; the vehicle make, model and year; the debug logs from the software if available; and a description of the issue.
Section 1.3 does not affect your legal guarantee of conformity under Section 4. If the software repeatedly fails to deliver what was promised, you may have a right to a price reduction or to terminate the contract.
2. HARDWARE - THE OBDPORTAL DEVICE
2.1. Devices returned under the right of withdrawal (Section 3) must be returned complete, with the OBD connection cable and all accessories, in a condition that allows resale. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the device.
2.2. Devices that are faulty are handled under the legal guarantee of conformity (Section 4), not under this Section.
2.3. The direct cost of returning a device is borne by the customer, except where the device is faulty or was sent in error, in which case we bear it.
3. RIGHT OF WITHDRAWAL (EU/EEA CONSUMERS)
3.1. Principle. Under Articles VI.47 to VI.53 of the Belgian Code of Economic Law and Directive 2011/83/EU, you have 14 calendar days to withdraw from a distance contract without giving a reason. The period runs from the day you receive the goods, or from the day the contract is concluded for services and digital content. To withdraw, send an unambiguous statement to OBDPORTAL BV, Bergensesteenweg 83b, 1651 Beersel, Belgium, or contact@obdportal.com. You may use the model withdrawal form annexed to our Terms of Service, but you are not obliged to.
3.2. Exception for Tokens. Under Article VI.53, 13° of the Belgian Code of Economic Law and Article 16(m) of Directive 2011/83/EU, the right of withdrawal is lost for digital content that is not supplied on a tangible medium once supply has begun with your prior express consent and your acknowledgement that you thereby lose that right, and once we have confirmed that consent to you on a durable medium. By completing a purchase of Tokens you expressly request immediate supply and acknowledge the loss of the right of withdrawal; we confirm this in your order confirmation email. If that express consent, acknowledgement and confirmation were not validly obtained, you keep your right of withdrawal for 14 days and we refund unused Tokens in full.
3.3. Effect of withdrawal. We reimburse all payments received, including standard delivery costs, without undue delay and within 14 days of being informed of your decision, using the same payment method you used, at no cost to you. For goods, we may withhold reimbursement until we receive the goods back or you provide proof of dispatch, whichever is earlier. You must send the goods back within 14 days of notifying us.
3.4. Business buyers. This Section applies to consumers only. Business buyers have no statutory right of withdrawal.
4. LEGAL GUARANTEE OF CONFORMITY (EU/EEA CONSUMERS)
4.1. Independently of this Policy and of any commercial warranty, we are liable to consumers for any lack of conformity that exists at delivery and becomes apparent within two (2) years, under Articles 1649bis to 1649octies of the Belgian Civil Code and Directives (EU) 2019/771 and (EU) 2019/770. A lack of conformity appearing within the first year is presumed to have existed at delivery.
4.2. Where goods or digital content are not in conformity you are entitled, free of charge, to repair or replacement and, where that is impossible, disproportionate, not carried out within a reasonable time or not without significant inconvenience to you, to a proportionate price reduction or to termination of the contract with reimbursement.
4.3. You must inform us of a lack of conformity within two months of discovering it. Write to contact@obdportal.com with your order number and a description of the defect.
4.4. The one-year commercial warranty on the OBDPortal device is granted in addition to, and does not restrict or replace, this legal guarantee.
5. SOFTWARE LICENCE
5.1. The OBD Portal software licence is a digital product. Once activated and used it is not refundable, subject to Sections 3 and 4.
5.2. If the software fails to install or activate because of a defect on our side, we will either resolve the issue or refund you in full.
6. HOW TO REQUEST A REFUND
Email contact@obdportal.com with the subject line "Refund Request - [Your Username]" and include your Account username, the order number or transaction reference, the reason for the request, and any supporting evidence such as screenshots or debug logs.
6.1 Processing times
- We acknowledge refund requests within 5 business days.
- Refunds due under the right of withdrawal (Section 3) are paid within 14 days of notification, as required by law.
- Other approved refunds are processed within 10 business days of approval.
- Refunds are issued to the original payment method. Your bank may add a further 5-10 business days.
7. ACCOUNT TERMINATION, CHARGEBACKS AND EXCEPTIONS
7.1. If you have a concern about a charge, please contact us before filing a chargeback. Filing a chargeback after receiving and using the product may lead to Account suspension and to recovery proceedings for the disputed amount and reasonable administrative costs. This does not affect your right to raise a legitimate dispute with your payment provider or to use the complaint routes in Section 8.
7.2. If your Account is terminated for a material breach of the Terms of Service, remaining Tokens are forfeited. Where you are a consumer, forfeiture applies only to the extent that it is a proportionate consequence of the breach, and we will tell you in writing which breach we rely on and give you the opportunity to respond.
7.3. If you voluntarily close your Account, unused Tokens must be used, or a refund requested where Section 1.2 allows it, before closure.
7.4. We may grant refunds outside this Policy at our discretion on a case-by-case basis. Doing so does not create an entitlement in other cases.
7.5. In the event of a service outage lasting more than 72 consecutive hours, affected users receive Token compensation proportionate to the disruption.
8. COMPLAINTS AND OUT-OF-COURT DISPUTE RESOLUTION
Please contact us first at contact@obdportal.com. If we cannot resolve your complaint, consumers may submit it free of charge to the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), Boulevard du Roi Albert II 8 bus 1, 1000 Brussels, Belgium - contact@consumerombudsman.be - www.consumerombudsman.be. For cross-border complaints within the EU, see the European Consumer Centre Belgium at www.eccbelgium.be. Consumers may also report an infringement to the FPS Economy at www.economie.fgov.be. These routes do not affect your right to bring proceedings before the competent courts.
9. CONTACT
OBDPORTAL BV
Bergensesteenweg 83b, 1651 Beersel, Belgium
Enterprise number (KBO/BCE): 1013.816.284
VAT number: BE 1013.816.284
Email: contact@obdportal.com
Telephone: +32 2 844 56 03
Website: obdportal.com
By OBDPORTAL BV © 2026. All rights reserved.