Dispute & Refund Policy

1. What this policy covers

This policy applies to any disagreement arising from use of dealerkeyauto.com, an Auction Insider or Deal Analyst subscription, or a Done-For-You Bid Service transaction. It supplements the dispute resolution and arbitration sections of our Terms of Service and the statutory remedies every Utah buyer retains.

2. Step 1 — Informal resolution (first 48 hours)

Call or text Dallin directly on the number displayed at /contact within 48 hours of delivery (or, for subscription issues, within 48 hours of the charge you are disputing). Most issues are fastest to resolve on a live call where both sides can walk through the redacted auction invoice, the Bid Authorization, or the subscription billing record side-by-side.

3. Step 2 — Written findings (within 7 business days)

If the first call doesn’t fully resolve the issue, DealerKey will deliver a written summary within 7 business days that includes:

• The specific facts on each side;
• The documents and announcements DealerKey relied on;
• A proposed resolution, if any (credit, refund, make-right work, or a formal denial with reasons);
• Next steps if you do not accept the proposed resolution.

4. Step 3 — Utah MVED complaint

If you believe DealerKey violated Utah dealer regulations, you may file a complaint with the Utah Motor Vehicle Enforcement Division at any time. Filing an MVED complaint does not waive any other rights.

• Web: mved.utah.gov
• Utah Division of Consumer Protection: consumerprotection.utah.gov

5. Step 4 — Small claims or AAA arbitration

For amounts within the Utah small-claims court limit, either party may file in the Salt Lake County small-claims division.

For larger amounts, the arbitration section of the Terms governs. Arbitration is administered by the American Arbitration Association under its Consumer Arbitration Rules, seated in Salt Lake County (or by video at Client’s request). There is a 30-day opt-out window described in the Terms.

6. Subscription refunds

First-month guarantee. A full refund of your first paid subscription month is available on request within 30 days of that charge. No reason required.

Renewal months. Subsequent months are non-refundable by default. If you forgot to cancel, email us within 7 days of the renewal charge and we will usually refund as a one-time courtesy.

Annual plans. Annual pre-pays are refundable on a pro-rated basis for unused months minus any month-to-month rate differential.

Founding-member rates. Founding rates lock only while the subscription is continuously active. A cancelled-then-resumed subscription re-subscribes at the then-current standard rate; this is a continuity condition, not a refund denial.

7. Done-For-You fee & deposits

No win, no fee. The flat Done-For-You service fee is billed only when DealerKey wins a vehicle for you. Bid attempts that miss the reserve or get outbid at your approved target cost nothing.

Good-faith deposit (if collected). For certain engagements DealerKey may collect a refundable good-faith deposit before running lanes. If three sales pass without a win against the approved target, the deposit is refunded in full on request. If the Client unilaterally cancels after DealerKey has run bids, the deposit covers the runner-pass fees already incurred at the auction.

Post-delivery defect claims. Vehicles are sold AS-IS (see /legal/dealer-disclosures). Post-delivery defect claims are evaluated against the auction announcements and the post-sale inspection report. Where an announcement error is attributable to the auction, DealerKey assists the Client with the auction’s arbitration process at no additional fee.

8. Chargebacks

If you believe a DealerKey charge is unauthorized, please contact us first. Reversing a charge by chargeback before raising the issue can delay the delivery of a vehicle already in title transfer and may result in suspension of your account under the Terms. Legitimate chargebacks for unauthorized charges are never contested.

9. Non-retaliation

DealerKey does not take adverse action against a Client for filing a complaint, an MVED report, or a chargeback. A Client in an active dispute retains full subscription access through the end of their billing period.

10. Reviews

We publish Google reviews only. No Trustpilot, Yelp, or Facebook review campaigns. We do not offer discounts, gas cards, or service credit for a review. We never retaliate against a negative review and we never use non-disparagement clauses; such clauses are prohibited by the federal Consumer Review Fairness Act (15 U.S.C. §45b) and we would not use them anyway.

11. Contact

DealerKey Auto — Attn: Disputes
1096 N 450 W
Springville, UT 84663
Email: dallin@dealerkeyauto.com