Refund & Cancellation Policy

Booking requests are not final until confirmed by our team. We may reschedule, decline, or adjust a request based on technician availability, parts availability, service location, safety concerns, weather, vehicle compatibility, or scheduling conflicts.

• To avoid a dispatch charge, cancellations or rescheduling requests must be made at least 4 hours before the scheduled appointment window.
• If our technician has already been dispatched, arrives on site, or is unable to complete the visit because the customer is absent, unreachable, refuses service, or the service location is unsafe or inaccessible, a $100 mobile dispatch fee may be charged.
• If a customer asks us to hold a time slot, reserve a battery, or make other scheduling accommodations, we may require advance payment or a deposit in some cases.

If we collect a deposit or prepayment for a booking, that payment is generally refundable only if the appointment is canceled in time and before meaningful technician travel, special-order parts commitment, or installation work begins.

• Dispatch fees, travel costs, inspection charges, and similar consumed service costs are generally non-refundable once incurred.
• If a battery or parts package has been specially reserved, loaded, or committed for your appointment, we may deduct reasonable costs or decline a full refund to the extent permitted by law.

Once a battery has been installed, or once a paid diagnostic service has been completed, the service is considered performed. Except where non-waivable law requires otherwise, we do not offer refunds merely because:

• the customer changes their mind after installation,
• the vehicle later develops unrelated or pre-existing faults,
• the customer decides not to keep the vehicle, or
• the customer prefers a different battery or warranty tier afterward.

We offer shipped DIY hybrid battery module kits for specific supported vehicles. Orders are placed through our website at https://www.hybridmatters.com/shop/battery-modules and processed by our payment provider (for example, Stripe). Your checkout receipt and order communications identify the vehicle-specific kit you purchased.

• Kit pricing, cell counts (for example, 28-cell vs. 34-cell kits), module warranty duration, and the refundable core deposit amount ( currently $350) are shown at checkout and on your order summary. Applicable sales tax is calculated at checkout where required.
• Each kit is described as including reconditioned cells for the selected vehicle, new bus bars and nuts, outbound shipping, and a pre-paid return label so you can send back your old modules for recycling and core credit.
• DIY installation carries inherent high-voltage risk. By purchasing a shipped kit, you acknowledge that installation is your responsibility (or your installer's) and is not a Hybrid Matters mobile installation unless you separately book and pay for mobile service.

If you need to cancel a shipped kit order before it has shipped, contact us immediately at info@hybridmatters.com or (602) 845-9291 with your order or checkout reference.

• If we can cancel the order before fulfillment (before the kit leaves our facility), we will generally refund your payment to the original method, minus payment processor fees or other non-recoverable costs we already incurred, unless prohibited by law.
• Once the kit has shipped, cancellation is treated as a return subject to the core return and restocking terms below—not as a simple "cancel" with full automatic refund of the kit price.

Shipped kit orders include a refundable core deposit (currently $350) to ensure we receive your old hybrid battery modules back for recycling and reuse.

• Core deposit refund: When we receive your returned core within the return window stated on your packing slip or order communications (typically 30 days from delivery unless we specify otherwise), and the core is complete and acceptable (original modules for that kit type, not gutted, severely damaged, or substituted with non-OEM or incorrect parts), we refund the core deposit to your original payment method, unless we notify you of a partial refund or adjustment based on core condition (see below).
• Late or missing core: If you do not return the core within the stated window, or if no acceptable core is received, we may retain the core deposit as a non-return fee, subject to applicable law.
• Unacceptable core: If the returned core is incomplete, the wrong pack, tampered with, water-damaged, or otherwise not acceptable in our reasonable judgment, we may deny some or all of the core deposit refund and/or charge additional fees to the extent described in your order terms or invoice.
• Returns of unopened / unused kits: If you seek to return a shipped kit after delivery (for example, unused), you must contact us for authorization. Approved returns may be subject to restocking, shipping, and payment processing costs, and must meet our packaging and safety requirements for high-voltage components. We do not guarantee that every post-delivery return will qualify for a full refund.
• Chargebacks: If you dispute a charge after receiving a shipped kit or after we retain a core deposit for a valid reason under this policy, we reserve the rights described in our Terms of Service.

Mobile installation: If a covered battery issue arises during the applicable warranty period for an installed pack, the remedy is handled under our Warranty Policy, not as an automatic refund under this policy.

Shipped DIY kits: Module warranty for shipped kits is described in our Warranty Policy (shipped kits). A valid warranty remedy does not automatically mean a full cash refund of the kit; remedies may include repair, replacement, credit, or other options we describe there.

We may refuse service if a vehicle is unsafe, materially different from what was described, located outside our service footprint, or otherwise unsuitable for the requested work. If that determination happens after dispatch or on-site assessment, dispatch or diagnostic charges may still apply.

To cancel or reschedule a mobile appointment, dispute a charge, ask about a shipped kit order, or request a billing review, contact us as soon as possible at info@hybridmatters.com or (602) 845-9291. Please include your name, vehicle (for mobile service), order or session reference (for online kit orders), and any invoice ID if available.