This page explains how PhoenixDms LLC handles money for PhoenixDms platform subscriptions and prepaid usage credits used for eligible remote automotive diagnostic operations and related platform features. Usage credits are prepaid digital units — not cash, cryptocurrency, or gift cards. PhoenixDms LLC is the merchant of record for subscription and credit purchases paid via Stripe Checkout on this website.
Definitions
- Platform subscription recurring monthly or annual access to PhoenixDms software and digital platform features (including the Windows desktop client with eligible access).
- Usage credits prepaid digital units for eligible usage-based remote diagnostic operations and related platform features.
- Bonus / promotional credits free or promotional credit grants; never cash-refundable.
- Unused credits credits from a purchase that have not been consumed.
- Used credits credits already consumed for eligible operations or features.
- Partially used credit packs packs where some but not all credits from that purchase were consumed.
- Subscription renewal automatic recurring charge for the next paid period until cancellation.
- Cancellation stopping future renewals; access continues through the end of the period already paid unless otherwise stated in writing.
Cancel anytime before renewal. First unused plan: full refund within 14 days if eligible.
Unused pack within 14 days → cash refund. Used credits are not cash-refundable.
Approved refunds typically post in 5–10 business days to the original payment method.
Email support@phoenixdms.com or call +1 (914) 310-6656 before a bank chargeback. Internal resolution is usually faster (days, not weeks). Support →
At a glance
| Situation | Outcome | How to start |
|---|---|---|
| Cancel before next renewal | Access until paid period ends; no further charges | Email support@phoenixdms.com (or billing portal if enabled) |
| First subscription, unused, within 14 days | Full refund to original payment method (if eligible) | Email support@phoenixdms.com |
| Credit pack unused, within 14 days | Full cash refund of that purchase | Email with order / invoice ID |
| Credit pack partly or fully used | Used portion non-refundable | Support reviews remaining balance case-by-case |
| Renewal already started | Generally non-refundable; goodwill case-by-case | Email promptly with invoice ID |
| Duplicate / system billing error | Full correction or refund | Email support with screenshots |
| Promotional / bonus credits | Not cash-refundable | N/A |
What this policy covers
Two paid product lines:
- Platform subscription monthly or annual access to PhoenixDms cloud features and the Windows desktop client for your organization (PhoenixDms platform access — not third-party OEM software licenses).
- Prepaid usage credits optional packs used for eligible remote automotive diagnostic operations and related platform features.
Digital access is typically provisioned when payment succeeds. See Delivery & Fulfillment.
Cancelling a subscription
You may cancel recurring billing anytime before the next renewal. Email support@phoenixdms.com or call +1 (914) 310-6656. If a billing self-service portal is enabled for your account, you may also cancel there. Cancellation stops future renewals; you keep access through the end of the period already paid, unless we state otherwise in writing for a specific plan.
Subscription refunds
First-time subscription — 14-day window
If this is your organization's first paid PhoenixDms subscription, you may request a full refund within fourteen (14) days of the initial charge when the service has not been materially used (examples of material use: production remote diagnostic operations at scale, live branded installer distribution, or multi-seat rollout). This cooling-off style window is designed for genuine evaluation mistakes — not for consuming the product and then reversing payment.
Renewals and upgrades
Charges for a renewal period that has already begun are generally non-refundable. Contact us quickly if a renewal was unintentional (wrong card, forgotten cancel). We may offer a goodwill credit or prorated adjustment at our discretion.
Enterprise / custom contracts
Written enterprise orders, MSAs, or custom invoices control over this page when they conflict. Ask sales for the refund terms in your order form before signing.
Usage-credit refunds
- Unused pack (≤14 days): Full cash refund of that purchase if no credits from that pack were consumed.
- Partially used: Consumed credits are not cash-refundable; unused remainder may be reviewed for store credit or goodwill only.
- Bonus / promo credits: Never cash-refundable.
- Older than 90 days: No cash refund; contact support only for account corrections or technical errors.
Card statement labels
Charges from PhoenixDms LLC typically appear as PHOENIXDMS (see Billing & Statements). Check invoices and email receipts before disputing with your bank. (Billing & Statements).
Unrecognized-statement chargebacks are a common cause of unnecessary disputes.
How refunds are paid
Approved refunds are issued to the original payment method. Refund processing times depend on the customer's bank or card issuer (often 5–10 business days after we submit, plus issuer posting time).
How to request help (before a chargeback)
Email support@phoenixdms.com with:
- Registered account email
- Invoice / receipt / Stripe payment ID if you have it
- Purchase date and amount (USD)
- Clear reason and any screenshots
We aim to respond within 1–2 business days (faster for Annual plan support commitments where published).
Prefer our support channel first. Internal resolution is usually faster than a card dispute (which can take weeks). You retain rights under card-network rules, but filing a chargeback without contacting us may delay investigation and, for abusive patterns, lead to account limits.
Chargebacks and abuse
- False or fraudulent refund / chargeback attempts may result in denial, suspension, or termination.
- Repeated “use then reverse” patterns may be restricted to protect the platform and other customers.
- We monitor dispute rates because card networks can place businesses under monitoring programs when thresholds are exceeded.
International customers
Prices are in USD. Refunds are issued in the original charge currency. Your bank may convert to local currency and apply its own FX rates or fees. EU/UK consumers may have additional statutory rights for certain digital contracts; where mandatory local law conflicts with this page, that law prevails for eligible consumers.
Policy acceptance
Completing a purchase or creating a billing profile means you acknowledge this page together with our Terms of Service. Checkout flows will record acceptance where technically available. Terms of Service.
Contact
169 Madison Ave STE 11534 Unit 425, New York, NY 10016
+1 (914) 310-6656 · support@phoenixdms.com ·
Support