Last updated: September 12, 2026
1. General Principle
Our diagnostic applications and tools are designed for professional vehicle diagnostics, maintenance, configuration, calibration and repair-related operations.
Because each tool, license, activation and diagnostic service may be configured for a specific user, device, vehicle application or service purpose, refund eligibility depends on product type, activation status, usage status and applicable law.
2. Software Renewals
Once a software renewal has been completed and the diagnostic tool or application has been started, activated, renewed or normally used under the renewed service period, the renewal fee is generally non-refundable.
If your renewal has been completed but you have not started, activated or used the tool or renewed service, you may contact us at service@otadiag.com to request a refund review.
Refund approval for unused renewals is subject to verification of license status, activation status, service records and applicable law.
3. Initial Purchase of Pluto or Comet Products
Pluto and Comet products may include physical goods shipped by courier and related software, license or activation services.
Physical products may be fulfilled and shipped from our operation location in mainland China, not from Hong Kong.
If you are not satisfied after receiving the package, you may contact us to request a return, provided that:
- The request is made within 14 days after delivery, unless applicable mandatory law provides a longer withdrawal or return period.
- If the product or related license has been activated, the return or refund request must also be made within 14 days after the first activation.
- The product, accessories, packaging and documents are returned in good condition.
- The product has not been damaged, modified, reverse engineered, opened improperly or misused.
- The return is shipped according to our return instructions and with traceable shipment.
For customers in regions where mandatory consumer law grants a longer withdrawal period, such as certain European jurisdictions, the mandatory legal period will apply.
4. Activated Products
Once a Pluto or Comet product has been activated, the related application, license and service configuration may become customized for the user, tool or service environment.
Return or refund requests for activated products may still be reviewed if the request is made within 14 days after the first activation and within the applicable return or withdrawal period after delivery, unless applicable mandatory law provides otherwise.
If the first activation was completed more than 14 days before the refund or return request, the product is generally not eligible for a change-of-mind refund, except where required by applicable law or where a statutory defect or warranty right applies.
5. Customized Digital Content and Services
Our diagnostic applications, renewals, license services, configuration services and support services may include customized digital content or digital services.
Where permitted by law, once digital content, activation, renewal, configuration or service performance has started with your request or consent, refund rights may be limited or excluded.
6. Shipping, Return Shipping, Customs and Taxes
Unless otherwise required by applicable law or agreed by us in writing:
- Physical products may be fulfilled and shipped from our operation location in mainland China, not from Hong Kong.
- Although we may not charge a separate shipping fee at the time of sale, outbound shipping costs are paid by us and included in the overall order fulfillment cost.
- For non-defective product returns, the original outbound shipping cost may be deducted from the refund. The deduction is generally between 50 USD and 100 USD, depending on destination country, courier, package weight, customs handling and actual shipping cost.
- Return shipping costs are the responsibility of the customer, unless otherwise required by applicable law or confirmed by us in writing.
- We do not accept freight-collect, cash-on-delivery, postage-due or receiver-paid return shipments.
- Customs duties, import taxes, clearance fees, handling fees or similar charges may be deducted from any refund where applicable.
- The customer is responsible for ensuring that returned goods are properly packed, traceable and delivered to the return address confirmed by us.
7. Non-Refundable Situations
Refunds may be refused in the following situations:
- The first activation of the product or related license was completed more than 14 days before the refund or return request.
- The renewal service has started or has been used.
- The product is damaged due to misuse, improper operation, unauthorized repair or modification.
- The user violates our Prohibited Use Policy.
- The tool, software or server service has been attacked, reverse engineered, cracked, tampered with or abused.
- The return request is made after the applicable return or withdrawal period.
- The product is incomplete, missing accessories or not returned in acceptable condition.
- The returned shipment is sent by freight-collect, cash-on-delivery, postage-due or receiver-paid method.
8. Defective Products
This policy does not limit any mandatory rights you may have under applicable consumer protection, product warranty or defective goods laws.
If you believe a product is defective, please contact us with your order information, product serial number, fault description, photos or videos where applicable.
9. How to Request a Refund or Return
To request a refund or return, contact: service@otadiag.com
Please include:
- Your order or renewal information.
- Your email address or user name.
- Product name, serial number or license information.
- Reason for the refund or return request.
- Whether the tool or software has been activated or used.
10. Mandatory Legal Rights
Nothing in this Refund Policy excludes or limits rights that cannot be excluded or limited under applicable law.