Jagaux Doctor — refunds and cancellation

Last updated: 25 September 2026.

Jagaux Doctor is provided by JAGAUX OÜ, Ahtri tn 12, 15551 Tallinn, Estonia (registry code 16454335). Contact: [email protected].

For cases paid with PayPal the seller is ALEXANDER DRACHAN PR, Novi Sad, Serbia. The terms below are the same for both, and a refund of a PayPal payment goes back through PayPal.

The short version

• Cases you have not used: money back, 14 days, no questions. Nothing has been done for you yet, so there is nothing to argue about.
• A case that has been run: normally not refundable. The work was done the moment you started it, and you asked us to start it. That is what the confirmation next to the Pay button is for.
• Our fault: always refunded or re-credited. If the service failed and you never got a report, you do not pay for it.
• “It didn’t find my fault” is not by itself a refund — we never promise a result — but write to us anyway. See below.

1. What you are buying

A single case, opened at once. Prices are charged in euros or US dollars, depending on the country you are visiting from; the currency and amount are shown next to the Pay button before you pay, and that is what is charged. A refund is made in the currency you paid in. If you pay to open a case that is already waiting, the payment opens that case.

Cases bought in advance — including packs bought earlier — are credited against the email address on the order; the Doctor service keeps only a one-way hash of it. Such a case is used at the moment you start one with that same address, not at the moment you pay.

Credits are good for a year from the day of purchase. We take the oldest credit first, so nothing expires while newer credits sit unused. If a pack does expire with cases left on it, write to us — see section 4.

2. Your 14-day right of withdrawal, and how it ends

If you are a consumer in the EU, you normally have 14 days to change your mind about something bought online.

A written analysis is a digital service: once we have produced it, it cannot be handed back. The law therefore lets that right end early — but only if, before we begin, you have expressly asked us to begin and acknowledged that starting the work costs you the right to withdraw. That is exactly what the confirmation next to the Pay button does, and it is why it is there.

So, in practice:

Cases you have not used. Your withdrawal right is intact, because the work has not begun. Ask within 14 days of the order and we refund them in full, at the price you paid.

Cases you have used. The analysis was produced when you started it, at your request and with your acknowledgement. Those are not refundable under the withdrawal right.

A partly used pack. We refund the cases you have not used, at the pack rate.

If your order carries no record of that confirmation, the withdrawal right has not ended, and we refund on request, used or not. If that ever happens it is our bug, not your problem.

This is the text shown next to the Pay button; by paying you agree to it, and a copy of it, with its date, is kept with your order:

Paying opens your case straight away. You agree that we begin at once, and that this waives your 14-day right to withdraw.

If you buy through the shop’s regular checkout instead, you tick a box with this text, and it is kept with your order in the same way:

I ask Jagaux to begin the diagnostic immediately. I understand the service is delivered at once and that I therefore lose my 14-day right of withdrawal once it has started.

3. When we refund, beyond the withdrawal right

We refund, or put the case back on your balance — your choice:

• The service failed. You started a case and no report came out of it: the service was down, the analysis broke, the report never finished.
• We refused the case after taking payment.
• You were charged twice, or bought with the wrong email address and never used it.
• The report is about the wrong car because we mishandled what you gave us. If the details in it are wrong because they were typed wrong, tell us — we will usually re-run it rather than argue.
• Your pack expired with cases left on it. Write to us. We would rather give the money back, or put the time back on, than keep money for work we never did.

4. When we normally do not

• The analysis did not find your fault. We are explicit everywhere that we guarantee no result: the cause may not be on our list, and the cheapest check may come up empty. That is diagnosis, not a defect in the product.
• You disagree with the reasoning, or a garage disagreed with it.
• You acted on a step and it cost you money. Parts you buy are your decision; the report is built to put the free checks first precisely to avoid this.
• Free cases. Nothing was paid, so there is nothing to refund.

None of this removes your statutory rights. If the service was genuinely not what it was described to be, say so and we will deal with it. A refund at our discretion is cheaper for us than an unhappy customer, and we would rather give the money back than have you feel taken.

5. How to ask

Write to [email protected] with the order number and, if it is about a case that ran, its link or case id — the characters at the end of the address.

We answer within three working days and refund within 14 days of accepting the request, to the card or account you paid from, in the currency you paid in. We do not refund in vouchers unless you ask for credit instead.

If you would rather use the formal route, the EU model withdrawal form works too; an email saying what you want is enough.

6. Changes

The terms that apply are the ones published when you bought.