Refund Policy | BrillSync

Before payment

The Studio displays the selected products and total before checkout. BrillSync’s server independently recalculates the order before creating the Stripe payment session. If payment is not completed or the payment session expires without a successful charge, there is no completed BrillSync purchase to refund.

Customized digital orders after processing begins

BrillSync creates customized digital output from customer-selected products, Tesla information, customer confirmations, and audio. Automated processing begins only after BrillSync’s backend verifies the signed Stripe payment event and confirms the order as paid.

Once verified payment causes customized processing or fulfillment to begin, the order is generally non-refundable, except where required by law or where this policy specifically provides otherwise. This limitation is disclosed before payment.

When BrillSync cannot deliver

If BrillSync cannot produce or deliver a purchased package after the applicable automated recovery process, submit the order reference through Support. BrillSync may retry fulfillment or, when appropriate, refund the affected undelivered item. A temporary processing delay does not by itself require a second payment or establish that delivery has failed.

Customer-confirmed compatibility information

BrillSync validates the information and capabilities it can verify in software, but some facts are customer-confirmed, including Tesla software eligibility, PWS/Boombox availability, and certain powered hardware. Customers are responsible for providing accurate information and safely using the delivered files. A refund is not guaranteed for a problem caused by inaccurate customer-confirmed information, later vehicle or firmware changes, misuse, or failure to follow installation and safety instructions, except where applicable law requires otherwise.

Duplicate, unauthorized, or incorrect charges

If you believe you were charged more than once, charged an incorrect amount, or did not authorize a charge, contact Support promptly with the order reference and transaction details that do not include full card numbers or account passwords. BrillSync will review the backend order and Stripe transaction records.

How to request a refund review

Use the BrillSync Support form and select “Payment or order,” or email support@brillsync.com. Include the order reference and a concise description of the issue. Never send a full payment-card number, password, or API key.