Last updated: May 23, 2026
This policy governs refunds for digital licenses purchased for the use of eTuning.
1. Nature of the license
The eTuning license is a digital license associated with one specific motor.
The license is activated for the connected motor at the time of purchase or activation. Once activated, it is linked to the serial number of that motor and allows access to the compatible functions available for that motor in eTuning.
The license is a one-time payment, does not expire and can be used with the same motor on the compatible platforms: Android, iPhone and Windows.
The license is not a physical product, is not supplied on a material medium and cannot be returned like a traditional item.
The license also includes access to technical support related to activation, operation and use of eTuning.
2. Immediate activation and withdrawal right
By purchasing and activating the license, the user requests immediate activation of the digital license for the connected motor.
Before completing the purchase or activation, the user must expressly accept that they understand that, once the digital license has been activated, they lose the right of withdrawal for change of mind, regret or simple lack of later use.
This means that, once the license has been activated for the motor, refunds are not granted for regret, change of mind, impulse purchase, lack of use, sale of the bicycle, motor change, lack of knowledge of local regulations or because the user no longer wants to use eTuning.
3. Cases where a refund may be granted
eTuning may grant a refund when there is a justified, verifiable cause attributable to eTuning.
- The license does not activate correctly due to a technical problem attributable to eTuning.
- The app does not allow use of a function advertised as compatible for that motor and the problem cannot be solved through support.
- A duplicate purchase has been made for the same motor by mistake.
- The user purchased a license for a motor that eTuning incorrectly indicated as compatible.
- Another applicable legal obligation requires the refund.
Before approving a refund for a technical problem, eTuning may request reasonable information to verify the case, such as motor serial number, screenshots, app version, operating system, technical logs or a description of the problem.
4. Cases where no refund is granted
Refunds are not granted in the following cases:
- Change of mind after activating the license.
- Regret after using eTuning.
- Having used the license to modify or configure the bicycle.
- No longer wanting to use the modified bicycle.
- Lack of knowledge of local electric bicycle regulations.
- Inability to use certain configurations on public roads.
- Lack of required external accessories, such as interfaces, cables, adapters, computer or compatible phone.
- Problems caused by defective hardware, cables, interfaces, connectors, battery, bicycle, motor or external components.
- Modifications made by the user outside eTuning.
- Refusal by the user to follow reasonable support instructions.
- Expectations not included in the functions advertised for the specific motor.
- Attempting to use the license on a different motor.
The license is associated with one specific motor and cannot be transferred to another motor.
5. Speed changes, legal use and refunds
Some eTuning functions may modify parameters related to speed, region, wheel circumference, assistance or other technical settings.
The user is responsible for checking whether the applied configuration is legal in their country, region or place of use.
No refund is granted because a configuration cannot be used legally on public roads, highways, bike lanes or other regulated spaces.
The user must inform themselves before applying any change and must use the bicycle only in accordance with the applicable rules.
6. Support before refund
When the user reports a problem, eTuning will first try to diagnose and solve it through technical support.
The user must provide the information needed to review the case. If the problem can be solved through an update, correct configuration, reinstallation, use of the correct app version or following reasonable technical instructions, it will not be considered an automatic refund cause.
If the problem is real, verifiable, attributable to eTuning and cannot be solved, eTuning may approve the refund.
7. How to request a refund
To request a refund, the user must write to:
The request must include:
- Email used for the purchase.
- Approximate purchase date.
- Motor serial number, if available.
- Platform used: Android, iPhone or Windows.
- Clear description of the problem.
- Screenshots, logs or technical information if requested.
Incomplete requests may require additional information before they can be evaluated.
8. Refund method
When a refund is approved, it will normally be made through the same payment method used for the purchase, unless the payment provider does not allow it or another solution is agreed.
The time needed to receive the money may depend on the bank, card, payment platform or external provider used.
9. Purchases through third parties
If the purchase is made through a platform, app store, payment provider or other intermediary, their own conditions, procedures and deadlines may also apply.
In those cases, eTuning may be limited by the technical or commercial rules of the provider that processed the payment.