Refund Policy

1. Overview

At DrivewayGold, operated by FallWestSystems LLC, we strive to provide excellent service and customer satisfaction. This Refund Policy explains our policies regarding refunds for credit purchases made through our service.

2. General Refund Policy

All credit purchases are generally final and non-refundable. Once credits are purchased and added to your account, they cannot be refunded, exchanged for cash, or transferred to another account.

This policy exists because credits are digital goods that are immediately delivered and can be used right away.

3. Exceptions and Special Circumstances

We may provide refunds in the following exceptional circumstances:

3.1 Duplicate Purchases

If you accidentally purchased the same credit package multiple times due to a technical error, we will refund the duplicate purchase(s) if you contact us within 48 hours and the credits have not been used.

3.2 Billing Errors

If you were charged incorrectly due to a pricing error or system malfunction, we will refund the difference or the entire amount, depending on the circumstances.

3.3 Service Failure

If our service experiences a significant outage or technical failure that prevents you from using credits you just purchased, we may provide a refund or credit adjustment on a case-by-case basis.

3.4 Fraudulent Transactions

If your payment method was used fraudulently to purchase credits, please contact us immediately. We will work with you and the payment processor to resolve the issue.

4. No Refunds For

We cannot provide refunds in the following situations:

• Change of mind: If you simply decide you no longer want the credits after purchase
• Used credits: If you have already used the credits to process images or generate reports
• Dissatisfaction with AI results: If you are unhappy with the AI-generated item identifications or valuations (these are estimates and inherently variable)
• Account termination: If your account is terminated due to violation of our Terms of Service
• Buyer's remorse: General dissatisfaction without a specific technical or billing issue

5. Credit Expiration

Good news: Credits purchased on DrivewayGold do not expire. Once purchased, they remain in your account indefinitely until used. This means there is no time pressure to use your credits.

6. How to Request a Refund

If you believe you qualify for a refund under one of the exceptions listed above, please contact us as soon as possible:

Please include the following information in your refund request:

• Your account email address
• Date and time of purchase
• Transaction ID or receipt number
• Amount paid
• Detailed explanation of why you are requesting a refund

7. Refund Processing

7.1 Review Period

We will review all refund requests within 5-7 business days and respond via email with our decision.

7.2 Approved Refunds

If your refund is approved:

• The refund will be processed through the original payment method (Stripe)
• The unused credits will be deducted from your account
• It may take 5-10 business days for the refund to appear in your account, depending on your bank or card issuer

7.3 Denied Refunds

If your refund request is denied, we will provide a clear explanation of why it does not qualify under our policy.

8. Chargebacks

If you dispute a charge with your bank or credit card company (a "chargeback") instead of contacting us first:

• Your account may be immediately suspended pending investigation
• We will provide all transaction records to the payment processor
• If the chargeback is found to be invalid, your account may be permanently terminated

Please contact us first if you have concerns about a charge. We're happy to work with you to resolve any issues.

9. Promotional Credits

Any credits provided as part of a promotion, free trial, or promotional offer are not eligible for refund and have no cash value.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our service after changes constitutes acceptance of the modified policy.

11. Consumer Rights

This Refund Policy does not affect any statutory rights you may have under consumer protection laws in your jurisdiction. Some jurisdictions do not allow the exclusion of certain warranties or the limitation of liability for incidental or consequential damages, so some of the limitations above may not apply to you.

12. Questions

If you have any questions about our Refund Policy, please don't hesitate to contact us: