At Phoenix Collision Texas, we conceive each service not as a simple repair, but as an opportunity to build trust, safety and peace of mind in the day-to-day life of our customers. We know that a vehicular incident brings discomfort, worry, and unplanned expenses. That is why our commitment goes beyond car repair: it also encompasses ethical, humane and transparent management of the financial resources that each customer deposits in us.

This Refund Policy has been designed to provide a fair, clear and accessible framework to resolve any payment-related eventuality in an efficient, respectful manner that is aligned with our values.

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1. Guiding principles

Our policy is based on three fundamental axes:

• Accountability: We own up to our mistakes when they occur and respond with proportionate solutions.

• Transparency: we explain the conditions of application of this policy in clear language, without small print or ambiguities.

• Empathy: We understand that behind a refund request there is a personal situation, and we treat it with care and sensitivity.

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2. Services covered by this policy

This policy applies only to services billed and performed directly by Phoenix Collision Center. The following are excluded:

• Outsourced services (such as towing, external inspections, etc.).

• Imported or manufactured spare parts by special order.

• Amounts invoiced by insurers, brokers or intermediary financial entities.

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3. Criteria for requesting a refund

You can request a refund if any of the following conditions are met:

• An advance payment was made for a service that was not initiated due to causes directly attributable to Phoenix Collision Center (e.g., unavailability or cancellation on our end).

• There was a clerical error such as double billing or charging for an unsolicited service.

• The final work delivered has faults directly linked to incorrect or negligent execution, and the customer, for justified reasons, chooses not to accept a free corrective repair.

4. Deadline for submitting the application

The request must be submitted within 10 calendar days from the delivery of the vehicle or the issuance of the charge. This timeframe allows us to perform a proper review while maintaining the traceability of the service and its associated records.

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5. Application Process

To submit a request, the customer must send an email to support@phoenixcollisiontexas.com with the following information:

• Full name, contact number, and email.

• Date of service and order number (if applicable).

• Clear description of the reason for the refund.

• Documentation or evidence that supports the request (photos, videos, proof of payment, pre- or post-reports).

Once the message has been received, we will confirm acknowledgement of receipt and the corresponding area will carry out an internal evaluation within a period of up to 5 working days. If an additional inspection is necessary, the customer will be notified to coordinate it.

 

6. Refund modality and times

If the request is approved, the refund will be made using the same original payment method (bank card, bank transfer, or cash). In case this is not possible, an alternative channel will be agreed with the customer.

• Credit or debit card payments: they can take between 3 and 10 business days to be reflected depending on the issuing bank.

• Cash transfers or payments: will be processed within 72 business hours of approval. 

 

7. Non-refundable situations

A refund will not be due if:

• The client expresses disagreement based exclusively on subjective criteria (for example, "it was not as I imagined"), without evidence of non-compliance or technical failure.

• The vehicle was altered, repaired by a third party or tampered with after service, making it impossible to technically validate the application.

• These are services cancelled outside the established deadlines.

• The service was contracted and paid for by an insurer, financial institution or third party with its own conditions.

 

8. Alternatives when the refund is not applicable

When a request does not meet the necessary criteria for a refund, Phoenix Collision Center will explore solutions that demonstrate our willingness to generate satisfaction, such as:

• Corrections at no additional cost within the technical guarantee margin.

• Future discounts for related services.

• Complete review of the work carried out, free of charge, to validate quality standards.

These measures do not replace reimbursement, but seek to maintain trust and repair any negative impacts from a collaborative approach.

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9. Our commitment

Beyond adhering to a written policy, we believe the real difference is in how we act when something doesn't go as expected. At Phoenix Collision Center, we don't seek to hide behind contractual terms, but to take responsibility, learn from each case, and turn an uncomfortable situation into an opportunity to demonstrate character, ethics, and humanity.