1. Due to software being a digital sale, payments for credits are generally non-refundable once the relevant digital service has begun or been supplied, except where a refund or other remedy is required by applicable mandatory law. Credits cannot be transferred to other account holders or used towards tool purchases unless expressly stated.
2. If there are any file issues, and we cannot resolve them, eligible file credits will be refunded back onto your credit balance.
3. Jobs that require redo because a customer's car goes back to a main dealer and the map has been removed require a new file request.
4. All file requests sent that are processed by an engineer will be charged when the file has been processed and sent back.
5. If an incorrect file is uploaded, or a required solution was not selected and the file has already been processed by an engineer, a new processing charge may apply.
6. Please make sure you upload the correct file and select the correct options. Incorrect submissions may require a new paid request.
7. File requests made for solutions that are not highlighted on upload may still be processed. If you are unsure whether a solution is supported, please contact support before submitting.
8. We do not accept responsibility for failures caused by clone tools, unsupported programming equipment or a tool being unable to write a supplied file, subject to applicable mandatory law. Please contact the relevant tool supplier for tool-related failures.
9. Files and tuning services must be used by qualified operators. Full vehicle health checks, correct diagnostic procedures and appropriate data logging should be performed before and after tuning.
10. If a reported issue requires technical investigation, relevant diagnostic information and data logs may be required before a revision or credit decision can be made.
11. Please read Tuner Comments and supplied instructions before downloading, programming or testing a file.
12. Technical issues should be reported promptly. Our standard support/warranty window for file issues is 21 days unless mandatory law requires otherwise.
13. Credits are not normally returned because a programming tool cannot write a file or because the end customer changes their mind after processing has begun, subject to applicable mandatory law.
14. Files can sometimes require revision after testing. A technical issue should be supported by reasonable tests/diagnostic evidence so that we have an opportunity to investigate and revise the file.
15. Credits may be returned where a supplied file is demonstrated to be defective and the applicable support process has been followed.
16. For DTC/component removal work, the installer is responsible for having the diagnostic and workshop equipment required to complete associated resets, adaptations and procedures.
17. Abusive, offensive, threatening or insulting behaviour towards The Tuner Bible staff will not be tolerated. Serious or repeated misuse of support tickets, email, chat, WhatsApp or other communication channels may result in account restrictions or termination, subject to applicable law.
18. No software supplied by The Tuner Bible may be shared publicly online, in forums or on social media where doing so infringes our rights, licence conditions or applicable law. Serious breaches may result in account termination.
19. By using The Tuner Bible services, customers agree to comply with these service conditions. We may update this policy when services, risks or legal requirements change. Material changes will be communicated where required by applicable law.

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Service Policy updated: 15 September 2026.