Terms of Service
Last updated: Jan 2019
Support Policy
Support is defined as after-sales service provided by ECU Solutions in solving software conflicts and usability problems, and in supplying updates and patches for bugs and security holes in the program. Support is intended as bidirectional, this means that unless the user raise a claim with us, they will not receive support from us. To receive technical support the user must share the information required by our Team, in order to understand the problem and and provide a suitable solution. Without this collaboration, we cannot provide customer support to the end user.
Support Eligibility
Support is offered at no additional cost for subscribers, and the Helpdesk service is offered as part of specific Plans or Memberships. You can compare the available Plans on our website. The subscription limits the support to your account only. Any follow-ups and replies are between ECU Solutions and the subscriber and will not be shared with 3rd parties unless required by law. You are solely responsible for the information you provide to us.
By acquiring a Plan you own the rights to use it, but the Software and the Library belongs to ECU Solutions, and all rights are reserved.
Your subscription will be immediately activated after we have successfully received your payment. Although payments are usually done instantly or in the following minutes, our payment processor might not accept your payment, in which case ECU Solutions is not held responsible. Any payment processor related inquiries are under the effect of the respective Payment gateway Terms & Conditions. Support is intended as bidirectional, this means that unless the user raise a claim with us, they will not receive an answer from us. Also to receive a technical support the user must share the information required for our Team to understand and provide a suitable solution. Without this collaboration, ECU Solutions cannot provide customer support to the end user.
Support Limitations
Support is provided in English, and is limited to:
- Help and advice regarding our subscriptions and services;
- Help regarding the usage of Fastrack
- Help regarding usage of our website including your Dashboard;
- Help regarding an ECU saved in Library, which is compatible with your binary file (your ECU).
Our Team may also try to generate the processed file manually, in case your ECU is not compatible with our Library. However, please note that this process is entirely at our discretion, and there is no guarantee that we're able to process your ECU.
We cannot generate a processed file for any existing ECU on the market, even if a variant is in our library, if your ECU binary file is corrupted. By using our services you accept that we're not liable to refund your subscription in any of the above cases.
Support do not include:
• Fixing your binary files, so that they can be processed by Fastrack. Note that Fastrack's library has been tested with real engines and ECUs, but we cannot test all possible variants, and therefore we cannot debug issues related with your file, even if it is not corrupted. Fastrack membership is offered as is, and your files may be incompatible (for any reason) with our library. Before you buy the membership, we suggest you to test your file with the ECU available in our Demo page (FIAT).
• Browser issues: Our products are tested on several browsers and although our website should work on all major browsers, we support our products only on Mozilla Firefox and Opera.
• Debugging issues related to your browser or your device. This includes any virus or malware that may reside on your device.
If you do find any bugs in our code, you are free to report them using any of the above eligible methods of communication;
• Remote assistance on your device, unless the service has been previously agreed.
• Issues, downtime, or malfunctioning of the website due to the hosting provider or networking issues outside our control.
Support Period
ECU Solutions will not provide support, access to downloads or any other services, beyond the end of your subscription.
Subscriptions and support are provided until ECU Solutions operates in the market. Under this terms, ECU Solutions will not be responsible of any liabilities, or data loss with the client, in case its services are terminated.
Support is provided Monday to Friday.
Customer support is usually delivered in 1 working day from your request. You must use our Helpdesk to submit your queries, and depending on the existing workload you may expect lags in our responses. Our office is closed during weekends and national bank holidays in UK.
ECU Solutions is not responsible for data loss or malfunctions that may impact your business including browser issues, network issues, ISP ( Internet Service Provider) issues, issues caused by any application installed on your device including viruses and malware, any other technical issues affecting the performance of your device.
Use of the Subscription
Subscriptions are linked to an individual or a company and should not be shared. Breaching this policy may result in termination of support and of your subscription.
You may not sub-license, assign, or transfer your subscription to anyone else without prior written consent from ECU Solutions. All products and services are property of ECU Solutions. The products are provided "as is" without warranty of any kind, either expressed or implied. In no event shall our juridical person be liable for any damages including, but not limited to, direct, indirect, or other losses arising out of the use of or inability to use the products.
Product Updates
All our products are designed to be used with the latest technologies, but we can give no guarantee, that the products will run with future versions of the available browsers. For instance we're not liable for any damage, malfunctioning, downtime, or data loss in case of software upgrades, implemented by our hosting providers.
Subscribers may use the Helpdesk or the Contact Form to address any issues related to software versions. During the subscription time, we do not guarantee any new updates nor do we provide any deadlines for updates. However, we do commit on providing a good service for our subscribers, and we will do our best to ensure that our products and services are up to date and functional.
Termination of Service
We reserve the right to terminate your service if the support policy is violated. In the event of the termination of service, you will not receive support or updates from ECU Solutions.
We give and expect common courtesy and respect, during the application of customer support. Any offensive language or false claim, will not be tolerated. In case of abuse ECU Solutions reserve the right to suspend or terminate your membership without notice, and to take legal actions.
Updates and Changes
We reserve the right to modify the Support Policy at any point without prior notice.
Even though this Support Policy is effective for subscribers, we reserve the right to apply it to non-subscribers.
Refund Policy
ECU Solutions do not offer refunds for purchased products.
Under no circumstances ECU Solutions will provide refunds based on "your software is not what I need", or "I found a bug, I want my money back", or "Your system cannot process my files"
Finding a bug in our products is not a reason for a refund. If you find bugs, please report them to us so that we can fix. In the event of a wrong purchase, please report this to our billing department using the Helpdesk system. If you are uncertain of a specific feature, please ask a presale question or read the product documentation. For all other issues, please contact our staff through the Helpdesk, and we'll be happy to help. We expect user's collaboration to fix an issue. This means that if you've an issue with Fastrack, we expect you to share it with us, or we'll not be able to work and possibly resolve your issue.
System Errors
Fastrack may generate errors during or after the upload. These errors are displayed for diagnostic purposes and further investigation is necessary to understand the root cause of the problem. Please note that such errors may also be triggered by the following, or other conditions, at the client side:
Uploading corrupted files
Viruses or Malware resident in the PC
Uploading the wrong file, eg. you selected a BMW, but uploaded a FIAT, or your file was corrupted.
Poor network connectivity. This may also cause corrupted files when they reach our server.
ECU Solutions cannot be held responsible for any of the above, or similar conditions.
Device Check
In order to protect the license and your membership, we may check some data in your device when you access our website, and if others have used your credentials. This is a common practice to prevent SPAM, and unauthorized access to Fastrack, as used by other popular providers including GMail. We allow you to login from up to 2 different devices, as per your requirements. Please get in touch through the Helpdesk in case you experience any problems logging with your Device.
TOS Updates
We may update this document over time, and it's up to the user to periodically access this document and check it. If you've any questions about it, our Team will be happy to discuss and clarify.
By purchasing our products, the buyer accept our Terms of Service without reservations.
