Refund Policy

Overview and Philosophy

At Golden Road Cars, we are committed to delivering genuine value through every consultation and service we provide. Our refund policy reflects our confidence in our services and our commitment to client satisfaction, while also recognizing the unique nature of digital consulting and educational services.

Because our services involve the allocation of expert time, research effort, and the delivery of personalized intellectual content, refund eligibility is determined based on the stage of service delivery at the time a cancellation or refund request is made. We have designed this policy to be fair, transparent, and clearly defined, so you know exactly what to expect before engaging our services.

We encourage all prospective clients to review this Refund Policy carefully before making a purchase. If you have questions about how this policy applies to a specific service you are considering, please contact us before booking so we can provide clarity and help you make an informed decision.

Service Classification for Refund Purposes

For the purposes of this Refund Policy, our services are classified into the following categories, each with corresponding refund terms:

• Category A — Scheduled Digital Consultations: Live one-on-one video, phone, or chat sessions that are booked in advance for a specific date and time. Refund eligibility for Category A services is primarily determined by the advance notice provided prior to the scheduled session time.
• Category B — Written Evaluation and Listing Review Services: Services where our team researches and prepares a written assessment, report, checklist, or evaluation based on information you provide. Refund eligibility for Category B services is determined by whether work on the evaluation has commenced at the time of the refund request.
• Category C — Digital Product Downloads (Checklists, Guides, Templates): Downloadable digital content that is delivered immediately or near-immediately upon purchase. Due to the instant-delivery nature of these products, refunds are generally not available once the digital content has been accessed or downloaded.
• Category D — Service Bundles and Packages: Combined service offerings that include elements from multiple categories. Refunds for bundles are calculated proportionally based on which individual service components have and have not been delivered at the time of the refund request.

Cancellation Timeframes and Notice Requirements

The following cancellation timeframes apply to scheduled consultation sessions (Category A services). All times are measured in advance of the scheduled session start time and are based on Eastern Time (ET):

• 72+ Hours Before Scheduled Session: Full refund available. No cancellation fees applied. Service credit option also available at client's discretion.
• 48–72 Hours Before Scheduled Session: Full refund available for first-time cancellation. Subsequent cancellations within this window for the same client within a 90-day period may be subject to a 10% administrative processing fee.
• 24–48 Hours Before Scheduled Session: 75% refund of the session fee, with 25% retained as a late cancellation fee to compensate for the reserved time slot and preparation already completed.
• 12–24 Hours Before Scheduled Session: 50% refund of the session fee. The remaining 50% is retained to compensate for preparation time and the inability to rebook the time slot on short notice.
• Less Than 12 Hours Before Scheduled Session: No refund available. The full session fee is retained. In exceptional circumstances (serious illness, family emergency), clients may request a one-time credit toward a future session at our discretion.
• No-Show (Client Fails to Attend Without Notice): No refund available. The full session fee is forfeited. Clients may contact us within 24 hours of the missed session to discuss any extenuating circumstances.

Notice of cancellation must be provided in writing via email to support@goldenroadcars.com, referencing your booking confirmation number and the reason for cancellation. Verbal notice alone does not constitute a valid cancellation.

Refund Eligibility Summary

The following table summarizes refund eligibility across our service categories:

Non-Refundable Circumstances

Refunds will not be issued in the following circumstances, regardless of the service category or timing:

• A consultation has been fully delivered as described, and the client is dissatisfied with the outcome of the vehicle purchase they chose to proceed with based on their own decision-making.
• A client changes their mind about purchasing a specific vehicle and no longer wishes to use a consultation that was already booked for or completed regarding that vehicle.
• A client disputes the recommendations made during a consultation but does not provide specific evidence that the consultation was deficient in quality, thoroughness, or professionalism.
• A client fails to provide the vehicle information, documentation, or communication necessary for us to begin or complete a service within the agreed timeframe.
• The refund request is submitted more than thirty (30) calendar days after the service was delivered or the scheduled session date has passed.
• The purchase was made in violation of our Terms of Service.
• Dissatisfaction arising from factors outside our control, including but not limited to: the vehicle being sold to another buyer, the seller withdrawing the listing, the client's inability to secure financing, or changes in the vehicle's condition or price after our consultation was delivered.

Partial Refund Guidelines

When partial refunds are applicable, the refund amount is calculated based on the percentage of the service that had not been delivered at the time of the cancellation or refund request. Our team will assess each partial refund request individually and notify you of the applicable refund amount within five (5) business days of receiving your request.

For written evaluation and report services, work is considered to have "commenced" when our team has begun any research, documentation review, or analysis activity related to your specific vehicle. We will provide you with a reasonable estimate of work completion when processing a partial refund for an in-progress evaluation.

Partial refund calculations will be communicated to you in writing, and you will have the opportunity to accept the partial refund or, if you disagree with the assessment, to escalate your concern to our management team for a secondary review before any final determination is made.

Refund Request Procedure

To submit a refund request, please follow these steps:

1. Contact Us in Writing: Send an email to support@goldenroadcars.com with the subject line "Refund Request — [Your Name] — [Service Type]."
2. Include Required Information: In your email, please include your full name, the email address used during booking or payment, your booking or order confirmation number, the date of the service or scheduled session, a clear description of the reason for your refund request, and any relevant supporting information.
3. Allow Processing Time: Once received, we will acknowledge your request within one (1) business day and provide a full response within five (5) business days.
4. Review and Determination: We will review your request against our Refund Policy and communicate our determination in writing. If a refund is approved, we will initiate the refund process promptly.
5. Escalation Option: If you disagree with the initial determination, you may request that your case be reviewed by our senior management team. This escalation review will be completed within an additional five (5) business days, and the decision reached at that stage will be final.

Refund Processing and Timelines

Once a refund has been approved by Golden Road Cars, processing times depend on the original payment method used and the policies of the third-party payment processor involved. The following timelines are provided as estimates and may vary:

• Credit and Debit Cards: Approved refunds are typically credited to the original card within five (5) to ten (10) business days after we initiate the refund. Some banks and card issuers may take up to fourteen (14) calendar days to process and reflect the credit on your statement.
• Digital Payment Platforms: Refunds to digital wallets or payment platforms (such as PayPal or similar services) are typically processed within three (3) to five (5) business days.
• Bank Transfers: If payment was made via bank transfer, refunds may take up to seven (7) to fourteen (14) business days depending on the banks involved.

We will notify you via email once a refund has been initiated on our end. If you have not received your refund within the expected timeframe, please first check with your bank or payment provider, and then contact us at support@goldenroadcars.com if the issue is not resolved.

Service Credits

In certain situations, you may prefer to receive a service credit rather than a monetary refund. Service credits have the following characteristics and terms:

• Service credits are issued in the full amount of the eligible refund and may be applied to any future Golden Road Cars service purchase.
• Service credits are valid for twelve (12) months from the date of issuance and cannot be extended beyond this period.
• Service credits are non-transferable, non-refundable once issued, and have no cash redemption value.
• Service credits cannot be combined with other promotional offers or discounts unless explicitly stated at the time of the applicable promotion.
• If a client chooses a service credit but later decides they would prefer a monetary refund, this change will only be accommodated if the original monetary refund window remains open at the time of the request.

To request a service credit in lieu of a monetary refund, please indicate this preference clearly in your refund request communication.

Chargebacks and Payment Disputes

We strongly encourage clients to contact us directly to resolve any payment concerns before initiating a chargeback with their bank or credit card issuer. Chargebacks — also known as payment disputes or reversals — initiated without prior contact with our support team can result in delays, additional administrative burden for both parties, and may complicate or prevent an amicable resolution.

If a chargeback is filed against a payment to Golden Road Cars, we reserve the right to provide our payment processor and the relevant financial institution with all applicable evidence regarding the service provided, including consultation records, communication history, and delivery confirmation, to contest the chargeback where we believe it is unwarranted under this Refund Policy.

Clients who file chargebacks in bad faith or for services that were delivered as described may be subject to suspension of service access and may be required to resolve the outstanding payment before future services can be provided.

If you have a legitimate dispute regarding a charge, please contact us at support@goldenroadcars.com before initiating any chargeback. We are committed to resolving billing concerns fairly and promptly through direct communication.

Policy Modifications

Golden Road Cars reserves the right to modify this Refund Policy at any time. Changes to this policy will be effective immediately upon posting to our website. The date of the most recent revision will always be clearly indicated at the top of this document.

For services that are purchased before a policy change takes effect, the Refund Policy in effect at the time of purchase will govern the refund terms for that specific transaction, unless you explicitly agree to the updated terms or the change is required by applicable law.

We recommend bookmarking this page and reviewing it periodically, particularly before making a significant service purchase. If you have questions about how a recent change to this policy may affect a prior purchase, please contact our support team.