Last Updated: 01.01.2024

1. Introduction

This Refund and Returns Policy describes the terms and conditions under which Futlan (“we”, “us”, or “our”) provides refunds, returns, or credits related to services or transactions conducted through our website, https://futlan.com

2. Nature of Our Service

Futlan.com provides an online platform that facilitates car licitations (vehicle auctions).
We act as an intermediary between sellers and buyers, providing tools and systems for auction participation.
We do not own, store, or ship vehicles; each transaction is a direct agreement between the buyer and the seller.

Because our services involve digital access and bidding processes rather than physical goods, our refund and return conditions differ from typical retail purchases.

3. Refund Eligibility

(a) Bidding Fees and Registration Fees

All bidding, registration, or participation fees paid to access or use the licitation platform are non-refundable, except in cases where:

  • A system error or technical issue on our end prevents participation in a paid auction; or
  • We cancel or suspend an auction prior to its start.

In such cases, we may issue a full or partial refund at our sole discretion.

(b) Winning Bids and Vehicle Purchases

Once a bid is confirmed as the winning bid, the transaction is legally binding between the buyer and the seller.
We cannot offer refunds or cancellations once a bid is accepted, except if:

  • The seller fails to deliver the vehicle or provides materially false information; or
  • Futlan determines, after investigation, that fraud or system misuse occurred.

Refunds (if any) will be processed after internal review and verification of the claim.

(c) Deposits or Escrow Payments

If your account requires a refundable deposit or an escrow balance, it may be refunded only if:

  • You request withdrawal of your deposit before placing any bids; or
  • The transaction concludes without any disputes or outstanding fees.

Processing fees or payment gateway charges (e.g., Stripe, PayPal, bank transfer costs) may be deducted from refunds.

4. Returns and Vehicle Condition

Because vehicles are sold via auction and often in “as-is” condition, returns are generally not accepted once ownership is transferred or the vehicle is released to the buyer.

We strongly recommend that all bidders:

  • Review inspection reports, photos, and documentation carefully before placing bids.
  • Arrange independent inspections when possible.
  • Clarify all doubts about vehicle condition with the seller before bidding.

Futlan assumes no responsibility for vehicle condition, hidden defects, or post-sale mechanical issues.

5. Refund Process

If you believe you are eligible for a refund under this policy:

  1. Contact us within 7 days of the transaction or issue via office@futlan.com.
  2. Provide transaction details, auction ID, and reason for the request.
  3. Our support team will review your claim within 5–10 business days and notify you of the decision.
  4. Approved refunds will be processed via the original payment method within 10–15 business days, subject to your payment provider’s timelines.

6. Non-Refundable Items and Services

The following are not eligible for refund or return:

  • Auction access or membership fees after usage.
  • Completed vehicle purchases where ownership transfer is confirmed.
  • Administrative, inspection, or documentation service fees.
  • Third-party service costs (e.g., towing, transportation, customs, insurance).

7. Dispute Resolution

In the event of a dispute related to a refund or auction outcome, you agree to:

  • First contact Futlan support at office@futlan.com for internal review.
  • Provide all required evidence (photos, documents, communication records).
  • Allow Futlan reasonable time to investigate and mediate between the parties.

If resolution cannot be reached, the matter may be handled under applicable laws.