This Cancellation Policy ("Policy") details the terms, conditions, and applicable fees associated with the cancellation of car appraisal services ("Appraisal Services") booked by Clients through the DG APP Platform ("Platform"). The Platform is operated by Autospace Co., Ltd. ("Autospace", "we", "us", "our"), and Autospace is the primary provider of these Appraisal Services.
This Policy applies to all Users of the Platform, including:
This Policy is incorporated by reference into the Autospace Platform Privacy Policy and the Autospace Car Appraisal Fee Schedule and constitutes a binding part of the Agreement between Autospace and its Users. By booking an Appraisal Service with Autospace or accepting an inspection assignment from Autospace (in the case of Service Partners/Inspectors), you agree to adhere to this Cancellation Policy.
A physical Vehicle inspection conducted by an authorized Service Partner (Inspector) contracted by Autospace, following Autospace's Standard Operating Procedures (SOPs). Findings are submitted by the Inspector to Autospace via the Platform.
Analysis of inspection data, market data, and formal report issuance by Autospace, incorporating both inspection results and Autospace's valuation methodologies, delivered to the Client via the Platform.
A Client may cancel a requested Indication Service via the DG APP free of charge at any time prior to the final Indication Report being generated and issued by Autospace through the Platform. Once the report is issued by Autospace and made available to the Client, the service is deemed rendered by Autospace, and the fee is non-refundable.
If Autospace cancels an accepted Indication Service request before issuing the Indication Report, or is unable to process it, the Client shall not be charged any fee by Autospace for that specific request. Such cancellation or inability to process by Autospace may occur if:
Client-submitted information is deemed by Autospace to be insufficient, conflicting, significantly inaccurate, or otherwise inadequate for a reasonable estimate.
The request suggests potential fraud, security concerns (e.g., automated scripting), or violation of Platform policies.
Technical issues on Autospace's Platform prevent accurate completion.
The request is determined by Autospace to be overly complex or outside the standard scope of its Indication Service.
Other unforeseen circumstances prevent ethical, reliable, or timely fulfillment of the service by Autospace.
Clients wishing to cancel a booked Valuation Service appointment (which includes a scheduled physical inspection by an Autospace-contracted Inspector) must process the cancellation through the DG APP. Cancellations are effective upon confirmation of the cancellation within the app. Applicable fees payable by the Client to Autospace depend on the timing of the cancellation relative to the scheduled inspection appointment and the 'Free Cancellation Deadline'.
A Client will not be charged a cancellation fee by Autospace for a Valuation Service if either of the following conditions is met:
The following fees apply to Clients cancelling Valuation Services with Autospace under specific conditions:
Cancellation After 'Free Cancellation Deadline', Before Appointment/Inspection Commencement: If a Client cancels via the DG APP after the 'Free Cancellation Deadline' has passed but before the scheduled inspection appointment time, or before Autospace's contracted Service Partner (Inspector) has commenced travel to the inspection location or begun the inspection process on Autospace's behalf (whichever is earlier, as reasonably determined by Autospace):
The Client will be charged the full Valuation Service fee by Autospace if:
The cancellation request is made by the Client after the scheduled inspection appointment start time; OR
Autospace's contracted Service Partner (Inspector) has already commenced the inspection process on Autospace's behalf (e.g., arrived at the agreed location and initiated vehicle checks, or is en route having incurred significant travel time/cost directly attributable to the appointment, as reasonably determined by Autospace based on available data such as GPS logs or communication records); OR
Autospace cancels the booking due to the Client's material violation of the Platform's Terms of Service or this Cancellation Policy, directly impacting the feasibility of Autospace providing the service.
Applicable cancellation fees owed by Clients to Autospace will be charged to their primary payment method registered with the Platform. Autospace will undertake reasonable commercial efforts to collect such fees.
Service Partners (Inspectors) contracted by Autospace who need to cancel an assigned physical inspection for a confirmed Valuation Service booking MUST immediately:
Inform Autospace through the designated operational channels (e.g., partner portal, direct contact with Autospace operations).
If direct communication with the Client has been facilitated by Autospace for scheduling purposes, the Inspector should also promptly inform the Client via DG APP messaging (or other designated communication channel).
Formally process the cancellation through the Platform interface provided by Autospace as soon as possible, providing a clear reason for the cancellation.
Inspector-initiated cancellations negatively impact Autospace's platform reliability and Client experience.
Specific consequences for Service Partners (Inspectors) who cancel assigned inspections (such as effects on their performance metrics with Autospace, warnings, potential financial repercussions affecting their commission, or suspension/termination of their service agreement with Autospace) are detailed in their respective Service Agreements with Autospace and any applicable Service Level Agreements (SLAs), rather than in this user-facing Policy.
Cancellations by Service Partners (Inspectors) due to verified Legitimate Emergencies (as defined in Section 5), directly affecting their ability to perform the assigned inspection, may be excluded by Autospace from negative performance calculations or penalties, subject to:
Prompt notification by the Inspector to Autospace and the Client (if applicable).
Submission of required verifiable documentation to Autospace as per Section 5.
Autospace's final approval based on the criteria herein and the terms of the Inspector's agreement with Autospace.
A "Legitimate Emergency" is defined as an unforeseen, unavoidable, and significant event directly preventing the Client or Autospace's contracted Service Partner (Inspector) from attending or fulfilling a scheduled Valuation Service physical inspection appointment. Qualifying events generally require verifiable, official proof and typically include:
Sudden, severe illness or injury requiring immediate medical attention for the User (Client or individual Inspector) or their dependent, making attendance impossible (verifiable medical documentation required).
Death of an immediate family member (parent, spouse, child, sibling) of the User (official documentation, e.g., death certificate copy, may be required).
Significant vehicle accident involving the Client or individual Inspector directly preventing travel to the appointment (official police report or insurance claim documentation required).
Mandatory court appearance or legally binding summons for the User coinciding with the appointment time (official court documentation required).
Severe, officially declared weather events or natural disasters making travel to the appointment location demonstrably unsafe or impossible, as declared by local authorities.
(Minor illnesses not requiring urgent medical care, work conflicts not imposed by legal mandate, transportation issues not arising from a significant accident, childcare issues unless due to sudden illness of child/carer, or forgotten appointments generally do not qualify as Legitimate Emergencies under this Policy for fee waiver purposes).
The affected party (Client or Service Partner/Inspector) MUST notify Autospace Support promptly upon becoming aware of the emergency, and ideally before the scheduled appointment time:
Step 1 (Immediate Contact): Call Autospace Support at +855 76 387 6543, ideally within 30 minutes of awareness if feasible.
Step 2 (Written Follow-up): Send written notice via DG APP messaging (if available for this purpose to communicate with Autospace Support) or email to claims@dgsuperapp.com. If using Telegram for urgent scheduling matters with Autospace, notify the designated channel (e.g., t.me/dgappinfo) within 1 hour of the phone call, briefly explaining the situation.
Verifiable proof (as specified in Section 5.1) MUST be submitted electronically to Autospace Scheduling & Booking via email at claims@dgsuperapp.com within 24 hours of the initial notification to Autospace. (While Telegram may be used for initial urgent communication, formal documentation should preferably be sent via email for record-keeping and privacy).
Autospace will review the submitted documentation and the circumstances and make the final, reasonable determination regarding qualification as a Legitimate Emergency under this Policy for the purpose of waiving Client cancellation fees or assessing Inspector performance. Approval is not guaranteed and is subject to the veracity and sufficiency of the evidence provided to Autospace.
Autospace reserves the right to cancel any Indication or Valuation Service Booking at its sole discretion at any time for various reasons, including but not limited to: safety concerns, suspected fraudulent activity by any User, Client or Inspector violations of the Terms of Service, critical Platform errors, confirmed Service Partner (Inspector) unavailability for a Valuation Service that is not attributable to the Inspector's fault (e.g., unexpected platform-wide issue preventing assignment), or if fulfillment of the service becomes impossible or commercially unreasonable for Autospace.
If Autospace cancels a Booking for reasons not attributable to the Client's fault or violation:
No cancellation fee will be owed by the Client to Autospace for that specific Booking.
If the Client has already paid the service fee to Autospace for the cancelled Booking, Autospace will initiate a full refund of the amount paid for that specific service back to the Client's original payment method. This refund by Autospace may be subject to a non-refundable Platform Processing Fee as outlined in Section 5 of the Autospace Car Appraisal Fee Schedule, if applicable to such Autospace-initiated cancellations. The refund process will typically be completed within [e.g., 5-10] business days, subject to payment processor timelines.
Compensation, if any, for Service Partners (Inspectors) affected by
Autospace-initiated cancellations of a Valuation Service (where the cancellation is not due to the Inspector's fault, e.g., Inspector was en route) is determined solely and exclusively by the terms outlined in their specific Service Agreement or applicable Service Level Agreements (SLAs) with Autospace.
Clients who wish to dispute a cancellation fee charged by Autospace under this Policy must contact Autospace Customer Support via in-app message (if available for disputes with Autospace) or email to claims@dgsuperapp.comwithin 48 hours of the fee being charged by Autospace. Please provide all relevant details and supporting documentation for your dispute. Autospace will investigate the matter fairly and provide a final decision, typically within 3-5 business days.
Failure by any User (Client or Service Partner/Inspector) to comply with this Cancellation Policy may result in the assessment of fees by Autospace as described herein, Account suspension, termination of service agreements (for Inspectors), or other actions in accordance with the Autospace Platform Terms of Service.
Autospace reserves the right to amend this Cancellation Policy at any time. Any changes will be effective immediately upon posting the revised Policy on the Platform or upon Autospace providing notice as outlined in the Terms of Service. Your continued use of Autospace's Services after changes are posted constitutes your acceptance of the revised Policy. Users are encouraged to review this Policy periodically.