FAQ – Frequently Asked Questions

1. What is the file processing time?

The average processing time is between 30 and 60 minutes.

This is an estimated timeframe and may vary depending on the type of ECU, the correctness of the submitted file, and whether the payment has been properly linked to the order.

2. During what hours are files processed?

Files can be submitted 24/7.

Our most active processing hours are 9:00–15:00 British time (GMT/BST),

Orders submitted within this timeframe are usually completed the fastest.

Outside of core operating hours, an operator is often still available and files may be processed immediately; however, turnaround time may be slightly longer.

During weekends, orders are not treated as priority (one operator available), therefore processing time may be extended.

3. Where should new files be sent?

Each new job (new vehicle) must be sent exclusively to the main company email address provided in the instructions.

Files should not be sent to email addresses used by individual operators or attached to previously completed orders.

This ensures automatic payment matching and significantly speeds up processing.

4. What if my email goes to the SPAM folder?

For new customers, emails may occasionally be redirected to the SPAM folder.

This may delay automatic payment matching and require manual verification.

The SPAM folder is monitored regularly; however, in some cases this may extend processing time.

5. Do you create custom files based on logs?

We do not provide custom tuning based on logs for standard vehicles.

We apply ready-made, tested solutions developed on fully functional vehicles and verified in both simulated dyno conditions and real-world driving conditions.

We do not build files from scratch for individual vehicles and we do not use customer vehicles for experimental development.

6. Are revisions included in the service?

Revisions are very rarely required, as all solutions are pre-tested and verified in both controlled and real-world environments.

If a specific software version requires an alternative variant, simply inform us and we will provide the appropriate version.

If a vehicle presents issues related to its mechanical condition (e.g., worn components, sensor faults, leaks, etc.), proper diagnostics must be carried out by the workshop performing the installation.

7. Who is responsible for the base file?

The customer is responsible for the correctness, completeness, and legality of the submitted base file.

If the file has been previously modified, we do not alter existing changes — we apply only the ordered modification on top of the supplied file.

8. Who is this service intended for?

This service operates strictly in a B2B model.

It is intended for businesses at various stages of development — including tuners, service technicians, workshops, and companies involved in vehicle diagnostics and performance modifications.

By placing an order, the customer confirms and accepts full responsibility for the purpose of the modification, its application, and compliance with applicable laws in the country where it is used.

9. Do you provide technical support?

Support covers matters directly related to the applied modification.

Diagnosis of mechanical faults, installation issues, hardware problems, or programming tool errors remains the responsibility of the workshop performing the service.