01. APPLICABILITY
This Refund Policy applies to purchases made through the Carvision Pro website. Depending on the type of product or service (memberships, detailing, vehicle marketplace, academies, apparel), specific conditions will apply. For consumers in Colombia, the right of withdrawal established in the Consumer Statute (Law 1480 of 2011 amended by Law 2439 of 2024) is respected.
02. RIGHT OF WITHDRAWAL (SPECIAL FOR COLOMBIA)
Term: According to Law 1480 of 2011, consumers in Colombia have the right to withdraw from a purchase within five (5) business days following receipt of the product.
Exceptions: The right of withdrawal does not apply to: (i) personalized products; (ii) perishable goods; (iii) opened software and CDs/DVDs; (iv) certain already rendered services.
Conditions: To exercise the right of withdrawal, the consumer must return the product in the same condition as received (without excessive use beyond what is necessary to establish its nature) and with all its accessories and original documentation.
Refund: The supplier (Carvision Pro) must refund the money within a maximum period of fifteen (15) calendar days from when the consumer exercised the right of withdrawal and fulfilled their obligations. The refund will be made directly to the same payment method used in the purchase (or by agreement between the parties).
03. REFUNDS FOR SERVICES (DETAILING, CAR WASH TUNNEL, ACADEMIES, COFFEE BAR, SIMULATORS)
Cancellation by the Customer:
- With at least 24 hours' notice before the appointment or event: Full refund.
- With less than 24 hours' notice: A 30% penalty will apply (70% refund).
- No-Show: No refund will be granted.
Cancellation by Carvision Pro: If we cancel for operational or force majeure reasons, you will be offered the option to reschedule the service at no additional cost or receive a full refund of the amount paid.
04. REFUNDS FOR MEMBERSHIPS (MEMBERSHIP CLUB)
Cancellation: You can cancel your membership at any time from your account settings. Cancellation will be effective at the end of the current billing period (monthly or annual). No refunds are given for unused membership within an already billed period.
Pro-rata Refunds: No pro-rata refunds are given for early cancellation of an annual membership. However, in the case of a proven technical failure of the service for a continuous period exceeding 7 days, a pro-rata refund will be granted.
05. REFUNDS FOR THE VEHICLE MARKETPLACE
Reservation Deposit: The 30% deposit requested to reserve a vehicle is non-refundable if the buyer unilaterally withdraws from the purchase. If the vehicle does not meet the published characteristics (or the DetailPro Certified certification), the deposit is 100% refundable.
Certified Vehicle: Vehicles are sold "Certified" with a limited warranty on title and mileage under the DetailPro Certified certification. If the vehicle has hidden defects not disclosed, the buyer will be entitled to a refund or repair, in accordance with the Colombian Consumer Statute.
06. REFUND PROCESS
Request: Submit your refund request through our help center or by email to refunds@carvisionpro.com, indicating the order number and the reason.
Approval: We will evaluate your request and notify you of the approval or rejection within a maximum period of 5 business days.
Refund: If approved, we will process the refund through the same payment method used. The crediting time will depend on your financial institution (generally 5-10 business days). For Colombia, the maximum term is 15 calendar days from your request.
07. APPLICABLE LAW AND CONTACT
For any dispute related to refunds, please consult our jurisdiction and applicable law clauses in the General Terms and Conditions. For Colombia, the consumer may go to the Superintendence of Industry and Commerce (SIC).
Contact: refunds@carvisionpro.com