Overview

At Prizelio, we aim to provide high-quality diagnostic services. If, for any reason, you are not completely satisfied with a service, our Refund Policy outlines the conditions under which proceeds may be refunded.

Eligibility for Refunds

Refunds are only considered in the following situations:

• The diagnostic service was not performed as described, or the report provided was materially incorrect.
• The wrong vehicle was serviced due to our error.
• You cancelled the appointment within 24 hours of the scheduled time and had already paid in advance.

We do not offer refunds for services that have been fully completed, regardless of vehicle condition, unless the diagnostic outcome was proven inaccurate by a third-party inspection.

Non-Refundable Items

The following are not eligible for a refund:

• Consumables such as replacement fuses, wiring connectors, or shop supplies used during the diagnostic process.
• Customised report generation if the service has already been delivered.
• Discounts or promotional packages that were redeemed.
• Any service where a physical component or part was fitted as part of the diagnostic (e.g., a sensor repair).

Refund Process

To request a refund, you must contact us within 14 days of your service date. Please provide your original invoice number, vehicle details, and a clear explanation of why you believe a refund is due. Once we receive your request, we will review it within 5 business days. If approved, the refund will be processed to your original payment method within 10–15 business days. You will receive a confirmation email once the refund is issued.

Adjustments and Exceptions

In some cases, instead of a refund, we may offer a partial credit toward a future diagnostic service or an alternative resolution such as a re-test or extended consultation. This option is entirely at our discretion.

Contact Information

For any refund-related queries, please reach out to our office at 15 Maurice Paykel Place, East Tamaki, Auckland 2013, New Zealand, or telephone us at +64 9 286 4703. Email enquiries can be sent to prizelio@gmail.com.