1. Business Hours and Communication
- Our business hours are Monday–Friday, 9:00 AM to 5:00 PM Eastern.
- Remote tuning support is not provided on evenings or weekends.
- Standard response times are 3–5 business days for your initial base file after receipt of your stock file, and 1–3 business days for subsequent replies or revisions.
- All communication for tuning must remain in the same email thread for clarity. Phone calls are not accepted for tuning support, though you may call to confirm email receipt if necessary.
2. Remote Tuning Appointments
- Appointment times are 9:00 AM and 1:00 PM EST Tuesday–Thursday, and 9:00 AM EST Friday.
- If you choose not to schedule an appointment and instead send datalogs as convenient, the normal 1–3 business day reply window applies.
- To reschedule, you must provide at least 48 hours’ notice.
- Less than 48 hours’ notice will result in a $75 reschedule fee.
- If you are more than one hour late, your slot will be forfeited, and a $75 fee will apply before rescheduling.
3. Support Window
- Tuning support is provided for 120 days from the delivery of your initial base file.
- At 121 days, all tunes are considered complete, regardless of whether a final sign-off has been provided.
- Changes to your vehicle, or requests for support beyond the 120-day window, may incur additional charges.
4. After-Hours Support
- After-hours support must be requested by email to [email protected].
- If available, an invoice will be sent before support begins.
- After-hours support is billed at $200/hour with a 2-hour minimum, rounded to the nearest half hour.
5. Refunds and Cancellations
Remote Tuning
- Refunds are available only until a base/startup tune has been delivered.
- Once a base file has been provided, there are no refunds on tuning.
- Refunds are subject to the deduction of payment processing fees.
Parts, Products, and Returns
- Refund/return requests must be made within 30 days of purchase.
- Items must be unused, in original packaging, and in resalable condition.
- Refunds are subject to a 15% restocking fee. Shipping costs are non-refundable.
- All order cancellations are subject to a 10% cancellation fee.
- No refunds are provided for electronic items, custom orders, or specialty items.
- Sale items are refunded at the sale price only.
6. Intellectual Property
- All tune files are locked and proprietary.
- Files and tuning information are confidential and may not be shared, copied, or distributed in any form, including datalogs.
- Unauthorized sharing or tampering with files or datalogs will void all support and may result in legal action.
7. Mechanical Responsibility
- The customer is responsible for ensuring their vehicle is mechanically sound.
- Any mechanical issues encountered during tuning must be diagnosed and resolved by the customer.
- We may provide diagnostic support at our discretion, or by agreement, at $75/hour for remote diagnosis.
8. Assumption of Risk
- By modifying your vehicle, you acknowledge that performance modifications involve inherent risks to your engine, transmission, drivetrain, and related components.
- Dusterhoff Racing is not responsible for mechanical failures, damage, or loss resulting from tuning, parts installation, or vehicle modifications.
- No guarantee is made as to specific performance outcomes, horsepower gains, or drivability characteristics.
9. Non-Disparagement
- By engaging our services, you agree not to publicly defame, disparage, or misrepresent Dusterhoff Racing, its employees, or its services.
- Breach of this provision may result in legal action, including recovery of damages.
10. Governing Law, Venue, and Dispute Resolution
- All disputes shall be governed by the laws of the State of Georgia.
- Jurisdiction and venue for any legal dispute shall be Dawson County, Georgia.
- Any dispute, claim, or controversy arising out of or relating to these Terms of Service, any transaction with Dusterhoff Racing, or any services or products provided shall be resolved exclusively by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules.
- Arbitration shall take place in Dawson County, Georgia, and shall be conducted in English.
- The customer agrees that Georgia law shall govern the interpretation and enforcement of this agreement to arbitrate, and that judgment on any award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
- Each party shall bear its own arbitration costs and attorneys’ fees unless otherwise determined by the arbitrator.
- By purchasing or using any Dusterhoff Racing product or service, you waive any right to participate in a class action or to have a dispute heard in court before a judge or jury.
- All concerns or disagreements regarding products, services, or tuning must first be submitted in writing to [email protected] for review and resolution.
- Initiating a credit card dispute or chargeback does not constitute an acceptable or lawful method of resolving a disagreement. Any unresolved disagreement must be handled exclusively through the arbitration process described above. Customers who initiate chargebacks in violation of this agreement may be held responsible for all associated fees, losses, and legal costs incurred by Dusterhoff Racing.
11. Payment Authorization
By providing payment information, you authorize Dusterhoff Racing to charge your payment method for all agreed-upon services, including but not limited to parts, tuning, shipping, reschedule fees, and after-hours support.
12. Electronic Acceptance
Checking the box or completing a purchase constitutes your electronic signature and acknowledgment that you have read and agreed to these Terms of Service.
13. Limitation of Liability
In no event shall Dusterhoff Racing’s total liability exceed the amount paid by the customer for the specific service or product at issue.
14. Severability
If any provision of these Terms is found unenforceable, the remaining provisions shall remain in full force and effect.
15. Agreement
By purchasing tuning, products, or services from Dusterhoff Racing, you acknowledge that you have read, understood, and agreed to these Terms of Service