Policies
Policies & Legal Information
Privacy Policy
1. Information We Collect
We collect information that you voluntarily provide, information collected automatically when you use our website, and information you provide during a diagnostic consultation.
We may collect personal information from:
- You directly, including through website forms, booking forms, email, telephone, and consultations;
- Your use of our website;
- Third-party scheduling, payment, communication, and technology providers;
- Information you voluntarily provide during a diagnostic consultation; and
- Other sources where permitted by applicable law.
Information You Provide
Depending on how you interact with DiagMasters, we may collect:
- Name
- Email address
- Phone number
- Vehicle year, make, model, and engine information
- Vehicle identification information
- Diagnostic trouble codes (DTCs)
- Vehicle symptoms
- Diagnostic history
- Information about repairs or parts previously replaced
- Scan-tool data and diagnostic test results
- Photographs or videos you provide
- Information submitted through contact or consultation forms
- Appointment and scheduling information
- Payment and transaction information
- Information contained in communications with DiagMasters
Please do not provide sensitive personal information that is not necessary for your diagnostic consultation.
Information You Provide
When you visit our website, certain information may automatically be collected, including:
- IP address
- Browser type
- Device type
- Operating system
- Pages viewed
- Referring website
- Date and time of visits
- Website interaction information
- General geographic information derived from technical data
This information may be collected through server logs, cookies, analytics technologies, and similar technologies.
2. How We Use Your Information
We may use personal information to:
- Provide remote automotive diagnostic services
- Schedule and manage consultations
- Process payments
- Send appointment confirmations and reminders
- Communicate with customers
- Review vehicle symptoms and diagnostic information
- Provide diagnostic recommendations and technical assistance
- Provide follow-up diagnostic support
- Respond to questions and service requests
- Improve our website and services
- Understand website traffic and usage
- Maintain website security
- Prevent fraud, abuse, or unauthorized activity
- Maintain business and transaction records
- Comply with legal obligations
We use vehicle and diagnostic information primarily for providing the services requested by the customer and maintaining appropriate business records.
3. Booking and Scheduling
DiagMasters will use a third-party scheduling platform to allow customers to schedule and pay for remote diagnostic consultations.
Our scheduling platform is Calendly Scheduling.
The scheduling provider may collect information necessary to schedule an appointment, such as:
- Name
- Email address
- Phone number
- Appointment date and time
- Appointment type
- Vehicle or diagnostic information submitted through booking forms
- Payment-related information
- Information necessary to administer the appointment
When customers use our Calendly scheduling page, Calendly may process information submitted through the scheduling process on our behalf and may also process certain information under its own privacy practices.
The specific scheduling provider and payment methods available to customers may change over time.
4. Payments
Payments for DiagMasters services may be processed through third-party payment processors integrated with our scheduling platform, including Stripe and/or PayPal.
DiagMasters does not intentionally collect or store complete payment card numbers through its website. Payment information is generally collected and processed directly by the applicable payment processor.
Payment processors may collect payment card information, billing information, transaction information, and other information necessary to process payments. Their handling of information is governed by their respective privacy policies and terms.
5. Remote Diagnostic Consultations
Remote diagnostic consultations are generally conducted using Zoom or another video-conferencing service designated by DiagMasters.
During a consultation, customers may voluntarily provide:
- Vehicle information
- Diagnostic trouble codes
- Scan-tool data
- Vehicle symptoms
- Repair history
- Photographs
- Videos
- Screen-sharing information
- Diagnostic test results
- Other information necessary to troubleshoot the vehicle
Zoom may process information associated with meetings and communications according to its own privacy practices. Zoom provides data-management controls for meeting-related information and other user data.
Customers should avoid sharing personal information that is unrelated to the vehicle diagnostic service.
Recording of Consultations
6. Vehicle and Diagnostic Information
DiagMasters may retain information about vehicles and diagnostic problems discussed during consultations.
This may include:
- Vehicle year, make, and model
- Engine information
- Diagnostic trouble codes
- Symptoms
- Scan-tool data
- Electrical measurements
- Test results
- Wiring information
- Repair history
- Parts previously replaced
- Photographs and videos
- Diagnostic recommendations
This information may be used to:
- Provide diagnostic assistance
- Provide follow-up support
- Understand previous consultations
- Maintain customer and business records
- Improve our diagnostic services
Vehicle diagnostic information is not intended to be used for unrelated marketing purposes.
7. Google Analytics
DiagMasters uses Google Analytics to help us understand how visitors use our website and to improve website performance and user experience.
Google Analytics may collect information about your device, browser, approximate location, website interactions, pages viewed, traffic sources, and other information associated with your use of our website.
Google may process this information in accordance with its applicable terms and privacy policies.
Google Analytics uses cookies and similar technologies to provide analytics services.
Google may process information collected through Google Analytics according to its own policies and terms.
Where applicable, we may configure available Google Analytics privacy and data-control settings to limit or manage the information collected and how it is used.
If we add advertising features, Google Ads, remarketing, or other tracking technologies in the future, this Privacy Policy may be updated accordingly.
8. Cookies and Similar Technologies
We may use cookies and similar technologies that are necessary for website functionality, security, analytics, and other legitimate business purposes.
Some cookies may be provided by third-party service providers, including analytics or scheduling providers.
You may be able to control certain cookies through your browser settings and, where applicable, through cookie or privacy controls provided on our website. Disabling certain technologies may affect website functionality.
Disabling certain cookies may affect the functionality of portions of the website.
9. How We Share Information
We may share personal information with third-party service providers when reasonably necessary to operate our business and provide our services.
These providers may include:
- Calendly Scheduling
- Stripe
- PayPal
- Zoom
- Google Analytics
- Website hosting providers
- Email providers
- Website security providers
- Technology providers
- Professional advisors
- Accounting or tax professionals
- Legal professionals
- Government authorities when required by law
We do not sell personal information as part of our ordinary business operations.
We may also disclose information when reasonably necessary to:
- Comply with applicable law
- Respond to lawful requests
- Protect our rights or property
- Protect customers or other individuals
- Investigate fraud or abuse
- Protect the security of our website and systems
- Enforce our agreements
10. Third-Party Services
Our website and services rely on third-party companies to provide certain functions.
These services may include scheduling, payment processing, video conferencing, analytics, hosting, communications, and security.
Third-party providers may independently collect or process information according to their own privacy policies.
DiagMasters does not control the privacy practices of third-party providers.
We encourage you to review the privacy policies of third-party services before using them.
11. Data Retention
We retain personal information for as long as reasonably necessary for legitimate business purposes. Different categories of information may be retained for different periods depending on the purpose for which they were collected and applicable legal, accounting, tax, dispute-resolution, and business requirements.
Diagnostic and vehicle information may be retained to provide follow-up services and maintain appropriate customer and business records.
- Providing requested services
- Providing follow-up support
- Maintaining customer records
- Processing transactions
- Accounting and tax purposes
- Resolving disputes
- Maintaining security
- Complying with legal obligations
The amount of time information is retained may vary depending on the type of information and the reason it was collected.
When information is no longer reasonably necessary, we may delete, anonymize, or securely dispose of it, subject to applicable legal, accounting, tax, and business requirements.
Third-party providers may maintain information according to their own retention policies.
12. Data Security
We take reasonable administrative, technical, and organizational measures designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.
However, no website, internet transmission, electronic communication, or storage system can be guaranteed to be completely secure.
For this reason, we cannot guarantee the absolute security of information transmitted to or through our website or services.
Customers should avoid sending highly sensitive information through ordinary email, website forms, or other communication methods unless specifically requested.
13. Customer Reviews and Testimonials
Customers may voluntarily provide reviews or testimonials about DiagMasters.
We may use a testimonial for marketing purposes only when we have appropriate permission to do so.
We will not intentionally publish a customer’s private contact information without permission.
If you previously authorized us to use a testimonial and would like to request that it be removed or modified, contact us using the information provided below.
14. Children's Privacy
Our services are intended for adults and are not directed toward children. We do not knowingly collect personal information from children under 13.
If you believe a child has provided personal information to DiagMasters, please contact us so we can take appropriate action.
15. Your Privacy Rights
Depending on your state of residence and applicable law, you may have certain rights regarding your personal information.
These rights may include:
- Requesting access to personal information we maintain about you
- Requesting correction of inaccurate information
- Requesting deletion of certain information
- Requesting information about how your information is collected or used
- Requesting information about certain disclosures
- Opting out of certain marketing communications
- Exercising other rights provided by applicable privacy laws
Depending on applicable law, you may also have rights relating to data portability, restriction or limitation of certain processing, and appeal of certain decisions regarding privacy requests.
To submit a privacy request, contact us using the information provided below.
We may need to verify your identity before processing certain requests.
16. California Privacy Rights
If you are a California resident, California privacy laws may provide additional rights regarding your personal information.
You may submit a privacy request by emailing:
customer.service@diag-masters.com
Please include enough information for us to identify you and understand your request. We may request additional information reasonably necessary to verify your identity before processing certain requests.
We will process verified requests within the time periods required by applicable law.
DiagMasters does not sell personal information for monetary or other valuable consideration and does not share personal information for cross-context behavioral advertising, as those terms are defined by applicable California privacy law.
We will not discriminate against you for exercising privacy rights provided to you by applicable law.
17. Other State Privacy Laws
Privacy laws in various states may provide residents with additional rights depending on their state of residence and the applicability of those laws to DiagMasters. Where applicable, DiagMasters will honor those rights and provide the procedures required by law.
18. Marketing Communications
If DiagMasters sends promotional or marketing communications, you may unsubscribe by following the instructions contained in those communications.
Even if you opt out of promotional communications, we may continue to send service-related communications necessary to provide services you have requested.
Examples include:
- Appointment confirmations
- Appointment reminders
- Booking information
- Payment confirmations
- Customer service communications
- Important service-related notices
19. Third-Party Links
Our website may contain links to third-party websites and services.
These may include scheduling platforms, payment processors, video conferencing services, social media websites, or other resources.
DiagMasters is not responsible for the privacy practices, content, security, or policies of third-party websites.
We encourage you to review the privacy policies of those websites before providing personal information.
20. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in:
- Our services
- Website functionality
- Third-party providers
- Technology
- Business practices
- Applicable laws or regulations
We encourage you to periodically review this Privacy Policy for the most current information.
21. Contact Us
If you have questions about this Privacy Policy or would like to submit a privacy-related request, contact us:
DiagMasters
Website: https://www.diag-masters.com/
We may update this Privacy Policy from time to time to reflect changes in:
- Our services
- Website functionality
- Third-party providers
- Technology
- Business practices
- Applicable laws or regulations
We encourage you to periodically review this Privacy Policy for the most current information.
Terms of Service
DiagMasters (“DiagMasters,” “we,” “us,” or “our”) provides remote automotive diagnostic assistance and technical guidance to repair shops, professional technicians, DIY vehicle owners, and other customers.
These Terms of Service (“Terms”) govern your access to and use of the DiagMasters website and your purchase or use of DiagMasters services.
“Services” means the remote automotive diagnostic consultations and related services offered by DiagMasters.
By accessing our website, booking a consultation, making a payment, or using our services, you agree to these Terms.
If you do not agree with these Terms, please do not use our website or services.
1. About Our Services
DiagMasters provides remote automotive diagnostic assistance and technical guidance to repair shops, professional technicians, DIY vehicle owners, and other customers.
Our services may include assistance with:
- Check engine lights
- Engine performance
- Electrical problems
- CAN Bus communication
- No-start conditions
- Charging systems
- Battery drains
- ABS systems
- SRS systems
- Transmission problems
- Hybrid systems
- Cooling systems
- Fuel systems
- Drivability problems
- Wiring and circuit problems
- Intermittent faults
- Custom engine swaps
- Aftermarket electronics
- Other automotive diagnostic concerns
Availability of assistance for a particular system or vehicle is subject to technician expertise, available information, and the circumstances of the consultation.
Our services are primarily diagnostic and advisory in nature.
DiagMasters does not physically inspect, repair, maintain, or operate your vehicle unless a separate service is expressly agreed to in writing.
2. Remote Diagnostic Services
Remote diagnostics involve communication between you and a DiagMasters technician through remote communication technology.
Depending on the problem, the consultation may involve:
- Reviewing symptoms
- Reviewing diagnostic trouble codes
- Reviewing scan-tool data
- Reviewing live data
- Reviewing wiring diagrams
- Performing guided electrical tests
- Performing voltage or resistance measurements
- Reviewing photographs or videos
- Reviewing previous repair attempts
- Identifying additional diagnostic tests
- Developing a diagnostic testing strategy
The specific diagnostic process depends on the vehicle, problem, equipment available, and information provided by the customer.
3. No Guarantee of a Diagnosis or Repair
Automotive diagnostics can involve complex electrical, mechanical, software, communication, and environmental factors.
Diagnostic guidance is based on the information and testing available during the consultation and may be incomplete or subject to revision as additional information becomes available.
While DiagMasters will make reasonable efforts to provide accurate and useful diagnostic guidance, we cannot guarantee that:
- A problem will be identified during a consultation
- A vehicle will be repaired successfully
- A particular component will be determined to be defective
- A repair will resolve the vehicle’s condition
- The vehicle will operate safely or normally after following our recommendations
Remote diagnostics have inherent limitations because the technician will not be present with the vehicle.
Some problems may require additional testing, specialized equipment, physical inspection, manufacturer-level diagnostic equipment, programming, or repair by a qualified technician.
4. Customer Responsibility
You are responsible for the vehicle and for performing any testing or repairs discussed during a consultation.
You are responsible for deciding whether a diagnostic procedure or repair is appropriate for your vehicle and circumstances.
You are responsible for determining whether you have the training, qualifications, tools, equipment, and working environment necessary to perform any recommended test or repair safely.
You are responsible for:
- Providing accurate vehicle information
- Providing accurate symptoms and diagnostic history
- Providing accurate scan-tool information
- Following appropriate safety procedures
- Using appropriate tools and equipment
- Following manufacturer service procedures when applicable
- Ensuring that you are qualified to perform any work you undertake
- Obtaining professional assistance when a repair exceeds your skill or equipment level
DiagMasters is not responsible for damage caused by incorrect testing, improper repairs, incorrect installation, improper use of tools, or failure to follow appropriate safety procedures.
5. Vehicle Safety
Automotive systems can contain dangerous electrical, mechanical, chemical, thermal, and high-voltage hazards.
This may include:
- High-current electrical systems
- Batteries
- Starting and charging systems
- Fuel systems
- Pressurized systems
- Hot engine components
- Moving engine components
- Airbag/SRS systems
- Hybrid and electric vehicle high-voltage systems
- Jacked or elevated vehicles
- Rotating components
Do not perform a test or repair if you do not understand the associated risks.
When necessary, consult a qualified automotive professional.
For hybrid and electric vehicles, appropriate high-voltage safety procedures and manufacturer requirements must be followed.
6. Diagnostic Information
Customers may provide vehicle and diagnostic information during a consultation.
You represent that the information you provide is accurate to the best of your knowledge.
DiagMasters may rely on information provided by the customer when developing diagnostic recommendations.
If information is incomplete or inaccurate, diagnostic conclusions may be affected.
7. Services That May Require Physical Inspection
Some problems cannot reasonably be diagnosed remotely.
Examples may include:
- Mechanical damage requiring physical inspection
- Internal engine damage
- Internal transmission damage
- Physical wiring damage that cannot be adequately inspected remotely
- Certain intermittent faults
- Certain noise or vibration concerns
- Physical leaks
- Structural damage
- Problems requiring specialized manufacturer equipment
- Programming or software updates
- Security or immobilizer procedures requiring specialized equipment
When remote diagnosis is insufficient, DiagMasters may recommend additional testing or physical inspection.
8. Programming and Module Configuration
DiagMasters primarily provides diagnostic guidance.
Programming, coding, immobilizer procedures, key programming, module replacement configuration, software updates, and manufacturer-specific security functions may require specialized equipment or physical access to the vehicle.
These services are not included in a standard remote diagnostic consultation or any other service offered.
9. Pricing
Our standard pricing may include:
Remote Diagnostic Consultation — $49
Up to 20 minutes of live remote diagnostic assistance.
Follow-Up Diagnostics — $39
Follow-up diagnostic assistance within 3 calendar days of the original consultation, subject to the applicable service terms.
Up to 20 minutes of live remote diagnostic assistance.
Advanced Diagnostics — $30
Additional diagnostic time billed in 10-minute increments when additional consultation time is required.
Prices may change from time to time. The price displayed at the time of booking will generally apply to that booking.
Additional charges will not be intentionally incurred without informing the customer of the applicable additional time or charge.
10. Booking and Payment
Appointments are scheduled through our designated scheduling platform.
DiagMasters uses Calendly for appointment scheduling.
Payments may be processed through payment providers supported by the scheduling platform, which may include Stripe or PayPal depending on the platform and payment configuration selected by DiagMasters.
Payment is generally required to confirm a paid consultation.
Third-party payment providers process payment information according to their own terms and privacy policies.
11. Cancellation and Refunds
Cancellations, rescheduling, refunds, and no-shows are governed by our Cancellation & Refund Policy.
That policy forms part of these Terms.
Please review the Cancellation & Refund Policy before booking.
12. Appointment Availability
Appointments are subject to technician availability.
DiagMasters reserves the right to reschedule or cancel an appointment when necessary due to:
- Technician availability
- Technical problems
- Emergencies
- Illness
- Internet or communication failures
- Scheduling errors
- Other circumstances outside our reasonable control
DiagMasters may decline, suspend, or discontinue a consultation when reasonably necessary, including when:
- The requested service is outside the technician’s expertise;
- The vehicle presents a safety concern that cannot reasonably be addressed remotely;
- The customer does not have appropriate equipment;
- The customer provides materially inaccurate or incomplete information;
- The customer behaves abusively or threatens staff;
- The requested activity would violate applicable law or manufacturer requirements; or
- Continuing the consultation would create an unreasonable safety, legal, or operational risk.
When DiagMasters cancels an appointment, we will generally offer the customer the opportunity to reschedule or receive an appropriate refund.
13. Zoom Consultations
Remote consultations are conducted through Zoom or another designated video-conferencing service.
Customers may need:
- Internet access
- A compatible device
- A working microphone
- A working camera when visual information is necessary
- Appropriate diagnostic equipment
Zoom is a third-party service. Your use of Zoom may be subject to Zoom’s applicable terms, privacy practices, and technical requirements.
14. No Professional Repair Relationship
A remote diagnostic consultation does not create an agreement for DiagMasters to physically inspect, repair, maintain, modify, or operate your vehicle unless DiagMasters expressly agrees in writing to provide such services.
DiagMasters does not act as the customer’s repair shop solely by providing remote diagnostic assistance.
You remain responsible for deciding whether and how to perform any repair.
15. Third-Party Products and Services
DiagMasters may recommend tools, diagnostic equipment, parts, software, or other products.
Any recommendation of a third-party product does not constitute an endorsement or guarantee of that product unless expressly stated otherwise.
Unless expressly stated otherwise, DiagMasters is not the manufacturer, seller, or distributor of those products.
We are not responsible for the performance, availability, compatibility, warranty, or safety of third-party products.
16. Intellectual Property
The DiagMasters website, branding, logos, written content, graphics, and original materials are owned by or licensed to DiagMasters unless otherwise indicated.
You may not reproduce, distribute, modify, sell, or commercially exploit our proprietary website content without written permission.
Diagnostic information or materials provided specifically to assist you with your vehicle may be used for your personal or business diagnostic purposes.
This permission does not transfer ownership of DiagMasters’ underlying intellectual property.
17. Prohibited Use
You agree not to use our website or services to:
- Engage in unlawful activity
- Attempt to gain unauthorized access to our systems
- Interfere with website operations
- Submit fraudulent information
- Abuse our technicians or staff
- Attempt to obtain services through fraudulent payment methods
- Reverse engineer or misuse proprietary systems
- Use our services for purposes that violate applicable law
- Use diagnostic information or materials to misrepresent DiagMasters’ services, qualifications, recommendations, or affiliation with DiagMasters.
- Record, reproduce, or distribute a consultation for commercial purposes without permission.
18. Limitation of Liability
To the maximum extent permitted by applicable law, DiagMasters and its owners, officers, employees, technicians, contractors, agents, and service providers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or related to your use of our website or services.
This may include losses resulting from:
- Vehicle damage
- Failed repairs
- Incorrect repairs
- Lost vehicle use
- Lost business
- Lost income
- Replacement parts
- Towing
- Diagnostic equipment
- Third-party services
- Delays
- Inability to diagnose a problem
- Reliance on diagnostic information
To the extent permitted by applicable law, DiagMasters’ total liability arising from a particular service will not exceed the amount actually paid to DiagMasters for that service.
Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited.
19. Indemnification
To the extent permitted by applicable law, you agree to indemnify and hold harmless DiagMasters and its owners, officers, employees, technicians, contractors, and agents from third-party claims, losses, liabilities, and reasonable expenses arising directly from:
- Your material breach of these Terms;
- Your unlawful use of the services; or
- Your negligent or intentional misuse of diagnostic guidance.
20. Disclaimer of Warranties and Diagnostic Results
Our website and services are provided on an “as is” and “as available” basis to the extent permitted by law.
DiagMasters does not warrant that any diagnostic information will be complete, current, or applicable to every vehicle configuration or operating condition.
DiagMasters does not guarantee that:
- The website will always be available
- The website will be error-free
- Remote communications will always function
- A particular diagnosis will be correct
- A repair recommendation will resolve a problem
- A vehicle will be safe to operate after a consultation
21. Force Majeure
DiagMasters will not be responsible for delays or inability to provide services caused by circumstances beyond our reasonable control.
These circumstances may include:
- Internet outages
- Power outages
- Telecommunications failures
- Severe weather
- Natural disasters
- Government actions
- Labor disruptions
- Illness
- Equipment failures
- Third-party service outages
- Other events beyond our reasonable control
22. Changes to These Terms
We may update these Terms from time to time. The updated Terms will be posted on the website with a revised effective date. Unless otherwise required by applicable law, the version in effect at the time of a customer’s booking will generally govern that purchase, while updated Terms will apply to future purchases and use of the website.
23. Governing Law
24. Severability
25. No Waiver
A failure by DiagMasters to enforce any provision of these Terms will not constitute a waiver of its right to enforce that provision later.
26. Entire Agreement
These Terms, together with the policies and documents expressly incorporated by reference, constitute the agreement between you and DiagMasters concerning the Services and supersede prior or contemporaneous communications concerning the same subject matter, except for any separate written agreement expressly entered into by DiagMasters.
27. Electronic Acceptance
By booking a consultation, submitting an order, checking an applicable acceptance box, making a payment, or otherwise using the Services, you agree to these Terms electronically. Electronic acceptance has the same effect as a written signature to the extent permitted by applicable law.
28. Contact
Cancellation & Refund Policy
DiagMasters reserves specific appointment times for customers and assigns technician time to each consultation. This Cancellation & Refund Policy explains the cancellation, rescheduling, no-show, late-arrival, additional-time, and refund procedures that apply to remote diagnostic consultations.
Consultation fees are charged for reserved technician time and diagnostic assistance. Payment does not guarantee that a vehicle problem will be identified, diagnosed, or repaired.
1. Initial Remote Diagnostic Consultation — $49
The initial Remote Diagnostic Consultation provides up to 20 minutes with an ASE Certified Master Technician.
Customers may cancel or reschedule without penalty when the cancellation or rescheduling request is received at least 24 hours before the scheduled appointment start time.
For qualifying cancellations made at least 24 hours before the appointment, the customer may choose:
- Rescheduling for another available appointment; or
- A full refund of the consultation fee.
Refunds will be processed according to Section 8 of this policy.
2. Cancellations Less Than 24 Hours Before the Appointment
Cancellations made less than 24 hours before the scheduled appointment are not eligible for a refund.
DiagMasters may, at its discretion, offer a one-time rescheduling option in appropriate circumstances. Rescheduling is subject to technician availability and is not guaranteed.
Exceptions may be considered for genuine emergencies or circumstances outside the customer’s reasonable control.
3. No-Shows
A no-show occurs when the customer does not join the scheduled consultation within the first 10 minutes of the appointment and has not contacted DiagMasters regarding the absence.
No-shows are not eligible for a refund.
DiagMasters may, at its discretion, offer a rescheduling option in appropriate circumstances. Any rescheduling is subject to technician availability.
4. Late Arrival
Customers are responsible for joining the consultation at the scheduled time.
If a customer joins late, the consultation will generally end at the originally scheduled appointment time.
For example, if a customer books a 20-minute consultation and joins 8 minutes late, the consultation may be limited to the remaining 12 minutes.
The appointment will generally not be extended because another appointment may follow.
Unused appointment time resulting from a customer’s late arrival is not refundable.
If the customer is unable to attend because of a technical problem, DiagMasters may provide reasonable assistance or offer rescheduling at its discretion.
5. Technical Problems
If a consultation cannot reasonably be completed because of a technical problem caused by DiagMasters, its scheduling system, or its communication platform, DiagMasters will make reasonable efforts to:
- Reschedule the consultation; or
- Provide an appropriate refund if the consultation cannot reasonably be completed or rescheduled.
If a technical problem is caused by the customer’s internet connection, device, microphone, camera, diagnostic equipment, scanner, or other customer-provided equipment, the scheduled consultation time may still be considered consumed.
DiagMasters will make reasonable efforts to help resolve technical problems when possible.
6. Follow-Up Diagnostic Consultation — $39
The Follow-Up Diagnostic Consultation provides up to 20 minutes of additional diagnostic assistance related to the original consultation.
The follow-up consultation:
- Costs $39;
- Is intended to address the same vehicle and diagnostic issue;
- Must use the same VIN as the original consultation;
- Must generally be scheduled within 3 calendar days after the original consultation;
- Is subject to technician availability; and
- Does not guarantee that the vehicle problem will be resolved.
Only one $39 Follow-Up Diagnostic Consultation is available per VIN for each initial $49 consultation.
The Follow-Up Diagnostic Consultation is subject to the cancellation and rescheduling terms described in this policy.
7. Additional Diagnostic Time — $30
Additional diagnostic time is available at $30 per additional 10 minutes when the initial consultation does not provide enough time to continue the diagnostic process.
Additional time is subject to technician availability.
The technician will inform the customer when additional diagnostic time is recommended.
Additional diagnostic time will not be billed without the customer’s approval.
When additional time is approved, DiagMasters will provide a separate invoice or payment request. The customer’s payment method will not be automatically charged for additional diagnostic time unless the customer has separately authorized such a charge.
8. Refund Processing
Approved refunds will generally be returned through the original payment method.
Depending on the payment provider and the customer’s financial institution, additional processing time may be required before the refund appears in the customer’s account.
If payment was processed through a third-party payment provider, refund processing times may be subject to that provider’s procedures.
9. DiagMasters Cancellation
If DiagMasters must cancel an appointment, the customer will generally be offered:
- An alternative appointment time; or
- A full refund.
DiagMasters will make reasonable efforts to notify customers as soon as possible.
10. Diagnostic Outcome and Refunds
A consultation fee pays for the technician’s reserved time and diagnostic assistance. It does not constitute a guarantee of a specific diagnosis, repair, or outcome.
A refund is generally not available solely because:
- The problem was not identified during the consultation;
- Additional testing is required;
- The vehicle requires physical inspection;
- The customer does not agree with the diagnostic recommendation;
- The recommended repair does not resolve the problem;
- The vehicle has multiple problems;
- The customer does not have the necessary diagnostic equipment; or
- The consultation ends before the full 20 minutes because the customer no longer requires assistance.
Some diagnostic problems require additional testing, specialized equipment, manufacturer-specific information, physical inspection, or hands-on repair.
DiagMasters may recommend a follow-up consultation or physical inspection when appropriate.
11. Refund Requests
Refund requests should be submitted to:
Email: customer.service@diag-masters.com
Please include:
- Customer name;
- Appointment date;
- Email address used for booking; and
- Reason for the refund request.
DiagMasters will review refund requests and generally respond within 3 business days.
12. Payment Disputes
Customers are encouraged to contact DiagMasters regarding billing, cancellation, or refund concerns so that the issue can be reviewed and resolved when possible.
Nothing in this policy is intended to waive or limit any rights or remedies that cannot legally be waived.
13. Policy Changes
DiagMasters may update this Cancellation & Refund Policy from time to time.
The version of the policy in effect at the time of booking will apply to that appointment, except where otherwise required by applicable law.
By booking a consultation, you acknowledge that you have reviewed and agree to this Cancellation & Refund Policy.
Privacy laws in various states may provide residents with additional rights depending on their state of residence and the applicability of those laws to DiagMasters. Where applicable, DiagMasters will honor those rights and provide the procedures required by law.
Automotive Diagnostic & Safety Disclaimer
DiagMasters provides remote automotive diagnostic assistance and technical guidance. DiagMasters cannot independently verify the condition of the vehicle, components, wiring, tools, test equipment, or testing environment unless such information is provided during the consultation.
Diagnostic Limitations
Remote automotive diagnostics have inherent limitations. The information available to our technicians depends on the information, test results, scan data, photographs, videos, and other information provided by the customer.
A remote consultation does not guarantee that the underlying problem will be identified or that a recommended repair will resolve the vehicle’s condition.
Some problems require physical inspection, specialized equipment, manufacturer-specific diagnostic tools, programming equipment, or hands-on repair by a qualified technician.
Customer Responsibility
The customer is responsible for deciding whether they are qualified, trained, and properly equipped to perform any diagnostic test, repair, or procedure.
Any diagnostic procedure or repair should be performed only by someone who has the appropriate knowledge, training, tools, and equipment.
Customers should follow applicable manufacturer service procedures and safety requirements.
Stop Work / Escalation
If a diagnostic procedure becomes unsafe, produces unexpected results, involves damaged wiring or components, exposes the customer to hazardous conditions, or cannot be safely completed with the available equipment, the customer should stop the procedure and seek assistance from a qualified automotive professional.
Vehicle Safety Is Not Determined Remotely
Automotive systems can present serious hazards, including electrical shock, high current, fire, fuel exposure, moving components, hot components, pressurized systems, airbags, and high-voltage hybrid or electric vehicle systems.
Do not perform a diagnostic test or repair if you do not understand the associated risks.
Never bypass safety systems or perform procedures that could create an unsafe vehicle condition.
Do not perform work on high-voltage hybrid or electric vehicle systems unless you are specifically trained, properly equipped, and following the applicable manufacturer’s high-voltage safety procedures.
Airbag, SRS, ABS, and Safety Systems
Do not disable, bypass, modify, or improperly test vehicle safety systems based solely on remote guidance.
If you are not properly trained or equipped to work on an airbag, SRS, ABS, or other safety-related system, seek assistance from a qualified automotive professional.
No Guarantee
Diagnostic guidance is provided based on the information available during the consultation.
DiagMasters does not guarantee:
- A specific diagnosis
- A successful repair
- That a vehicle will be safe to operate
- That additional repairs will not be required
- That additional diagnostic testing will not be necessary
By using DiagMasters’ remote diagnostic services, you acknowledge these limitations and remain responsible for decisions regarding testing, repair, and operation of your vehicle. A remote consultation cannot establish that a vehicle is safe to drive or operate. Customers must have the vehicle physically inspected by a qualified professional when there is any question about its roadworthiness, mechanical condition, braking system, steering, restraint systems, tires, structural condition, or other safety-critical components.
If a vehicle may be unsafe to operate, do not drive it. Have it inspected or transported by a qualified professional.