Effective Date: April 8, 2025
Last Updated: December 15, 2025
This Dispute Resolution & Refund Policy (“Policy”) governs all disputes, refund requests, fund reversals, and administrative determinations involving transactions conducted through the Carmauto Platform, including Services performed by Mechanics, Products sold by Vendors, and User-generated reviews. This Policy applies only to Carmauto’s administrative determinations for Platform purposes and does not govern legal disputes against Carmauto. All legal claims involving Carmauto are governed exclusively by the Arbitration Agreement and Governing Law provisions of the Terms and Conditions of Use.
Carmauto provides a neutral technology platform and acts solely as a limited payment collection agent. Carmauto does not supervise, direct, or guarantee the work of Mechanics or Vendors. Services and Products are provided entirely by independent third-party Users unless otherwise indicated.
Good-Faith Efforts to Resolve Directly. Users should first attempt to resolve issues directly with each other before filing a formal dispute. Carmauto may review these form of communications, on or off Platform, as part of its evaluation, and Users consent to such review for trust-and-safety and dispute purposes.
Timeframe for Filing a Dispute. Customers must file disputes within three (3) calendar days of Service completion or within seven (7) days upon Product delivery. Carmauto may, at its sole discretion, extend this period up to seven (7) days for Services and fourteen (14) days for Products when credible evidence suggests the defect or issue likely arose from the Service or Product provided. Disputes submitted after this timeframe will not be reviewed unless extraordinary circumstances, such as proven fraud, safety hazards, or material misconduct, justify an exception.
Required Documentation. Dispute submissions must include:
Mechanic or Vendor Response. Mechanics and Vendors must respond to disputes within three (3) business days. Failure to respond permits Carmauto to decide based on available evidence, including reversal of payouts.
Neutral Administrative Function. Carmauto is not a judicial or arbitral decision-maker; it performs administrative reviews to allocate Platform payments fairly based on available evidence.
Scope of Review. Carmauto may review service notes, diagnostic reports, timestamps, photos, videos, communication logs, shipping records, and any evidence relevant to the dispute.
Off-Platform Communications and Impact on Claims. Carmauto understands that Users and Mechanics may communicate off the Platform in good-faith attempts to clarify service details or resolve concerns. However, Carmauto is not obligated to review, investigate, or consider any off- platform communications unless all such communications are provided to us in full.
If a User or Mechanic submits a claim or dispute but fails to provide complete off-platform communication records, Carmauto may, in its sole discretion, decline to review the claim, or limit the scope of any review, if the missing information prevents a fair or accurate assessment. If Carmauto elects to review a claim involving off-platform discussions, the parties must promptly provide all relevant communications, including texts, emails, call logs, screenshots, or other documentation. Failure to provide complete information may result in denial of the claim.
Nothing in this section prohibits Users or Mechanics from communicating off-platform; it simply clarifies that Carmauto cannot validate or resolve disputes without full visibility into those communications.
Requests for Clarification or Additional Evidence. Carmauto may request further documentation from either party. Failure to provide requested evidence within a reasonable timeframe may result in an adverse determination. A reasonable timeframe will be considered two (2) business days.
Investigation Tools and Safety Authority. Carmauto may investigate fraud, misrepresentation, or misuse of the dispute process and may involve law enforcement when required by law or safety concerns.
Determination Timeline. Carmauto will attempt to resolve issues within ten (10) business days from the time a dispute is filed, subject to extension for complex matters that require more evidence or follow-ups.
Possible Outcomes. Carmauto’s administrative determination may include:
Binding Administrative Finality. Carmauto’s determination is final and binding for Platform purposes, including payment distribution and account consequences. Users may pursue remedies against each other externally, but Carmauto’s administrative outcome remains binding within the Platform.
Refund Eligibility. Refunds may be approved when Carmauto determines that:
Form of Refund. Refunds will typically be issued as non-transferable Platform credits, which may be used only through the Carmauto Platform and have no cash value outside it. In exceptional circumstances, such as verified billing errors, duplicate charges, or other situations where Carmauto determines that a credit would be inadequate or inequitable, Carmauto may, in its sole discretion, issue a refund to the original payment method. All refunds are final for Platform purposes.
Chargebacks and Payout Reversals. Mechanics and Vendors authorize Carmauto to withhold, reverse, recall, or debit future payouts if a refund or dispute determination favors the Customer. If insufficient funds are available, Carmauto may offset future earnings.
Exclusions. Carmauto does not cover:
Workspace and Safety Limitations. For mobile services performed at the Customer’s location, Customers must provide a safe, accessible workspace. Disputes may be dismissed when unsafe or inadequate conditions contribute to service limitations.
Exclusion from Coverage. Any Service or Product arranged, negotiated, or paid for outside the Platform is not covered by this Policy.
Loss of Protection. Carmauto is not responsible for disputes, damages, or losses stemming from off-platform interactions. Users engaging in such transactions waive all rights under this Policy and the Platform’s protections.
Prohibited Conduct. Submitting false, exaggerated, fabricated, or misleading disputes constitutes a material breach of the Terms and this Policy.
Consequences. Users who engage in fraud may face permanent account suspension, forfeiture of disputed funds, chargeback liability, and legal or arbitral recovery actions for damages, fees, and enforcement costs.
Carmauto provides this dispute mechanism solely as an administrative courtesy to promote fairness and accountability. Carmauto does not guarantee that investigations will determine fault, recover funds, or prevent future issues. Carmauto disclaims liability for indirect, incidental, punitive, or consequential damages arising from dispute outcomes or investigatory decisions.
Scope. This section applies to disputes concerning User reviews or ratings associated with Services or Products.
Review Submissions. Users may submit reviews only after Carmauto’s systems confirm that a qualifying transaction occurred. A qualifying transaction includes: (a) completion of a service or product purchase processed through the Platform; or (b) submission of acceptable proof of service, such as a receipt, invoice, or similar documentation if transaction was completed off Platform.
Review Dispute Submission. Review disputes must be submitted within fourteen (14) days of publication and must include the review URL, reasons for the challenge, and supporting documentation such as order numbers or communication logs.
Review Determination Options. Carmauto may retain the review, edit or remove content, mark the review as “contested,” or take no action.
No Guarantee of Removal. Carmauto undertakes commercially reasonable moderation but cannot guarantee removal of all false, biased, or harmful reviews.
No Liability for Review Content. Carmauto is not liable for loss of revenue, business, or reputation resulting from User reviews, whether positive, negative, accurate, or inaccurate.
Carmauto may revise or replace this Policy at any time. Posting the updated version on the Platform constitutes notice. Continued use of the Platform constitutes acceptance of the revised Policy.
Carmauto Inc.
16192 Coastal Highway
Lewes, Delaware 19958
Email: info@carmauto.net
By creating an account, using the Carmauto Platform, completing any transaction, or submitting any dispute, refund request, or review-related challenge, you acknowledge that you have read, understood, and agree to be bound by this Dispute Resolution & Refund Policy, together with the Terms and Conditions of Use and all incorporated policies.
You further acknowledge and agree that:
Your continued use of the Platform, including initiation or participation in any dispute process, constitutes your electronic signature and acceptance of this Dispute Resolution & Refund Policy as a legally binding agreement for Platform administrative purposes.