Refund Policy

Last Updated: November 07, 2025

1. General Policy

Due to the nature of digital software products, all sales of FilmTracker licenses are final and non-refundable except under specific circumstances outlined below. We encourage all potential customers to carefully review the product features, system requirements, and documentation before making a purchase.

2. Eligible Refund Circumstances

Refunds will be considered ONLY under the following conditions:

2.1 Technical Failure

If the FilmTracker plugin fails to perform its core functions as described on our website and in our documentation, and our support team is unable to resolve the issue within 14 days of your purchase, you may be eligible for a refund.

Core functions include:

• Camera metadata management
• Film stock metadata management
• Lens metadata management
• Integration with Adobe Lightroom Classic as described
• Basic functionality as demonstrated in screenshots and documentation

2.2 Incompatibility with Stated System Requirements

If you purchased a license and the software does not work on a system that meets our published system requirements, and our support team cannot resolve the incompatibility, you may request a refund within 14 days of purchase.

2.3 Duplicate Purchase

If you accidentally purchased the same license type multiple times, we will refund the duplicate purchase(s). Please contact us within 48 hours of the duplicate purchase.

2.4 Unauthorized Transaction

If your payment method was used without your authorization, please contact us immediately. We will investigate and process a refund if the claim is verified.

3. Non-Eligible Refund Situations

Refunds will NOT be provided in the following circumstances:

3.1 Change of Mind

We do not offer refunds simply because you changed your mind about the purchase or no longer need the software.

3.2 User Error or Lack of Understanding

Refunds are not available for issues arising from user error, failure to read documentation, or lack of technical knowledge to use Adobe Lightroom Classic.

3.3 Incompatible Systems Not Meeting Requirements

If your computer or software environment does not meet our published system requirements, you are not eligible for a refund.

3.4 Third-Party Software Issues

We cannot offer refunds for issues caused by third-party software, including Adobe Lightroom Classic itself, operating system problems, or conflicts with other plugins.

3.5 Minor Bugs or Cosmetic Issues

Minor bugs that do not prevent core functionality, cosmetic issues, or feature requests are not grounds for refunds. We continuously update our software and address reported issues.

3.6 Expired Refund Window

Refund requests made more than 14 days after purchase will not be considered unless there are exceptional circumstances.

3.7 Violation of Terms of Service

If your license has been suspended or terminated due to violation of our Terms of Service, you are not eligible for a refund.

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, you must:

1. Contact our support team at [email protected] within 14 days of purchase
2. Provide your order number/license key and registered email address
3. Clearly explain the reason for the refund request
4. Provide relevant documentation (error messages, screenshots, system information)
5. Allow our support team reasonable time to attempt to resolve the issue

4.2 Investigation Period

Upon receiving a refund request, our support team will:

• Acknowledge your request within 2 business days
• Investigate the reported issue
• Attempt to resolve the problem through troubleshooting and support
• Make a determination within 14 days

4.3 Cooperation Required

To process your refund request, you must:

• Respond to support team inquiries within a reasonable timeframe
• Provide requested information and diagnostic data
• Follow troubleshooting steps provided by our team
• Grant remote access if necessary for diagnosis (optional)

Failure to cooperate may result in denial of the refund request.

5. Refund Processing

5.1 Approved Refunds

If your refund is approved:

• Your license will be deactivated immediately
• The refund will be processed to your original payment method
• Refunds typically appear within 5-10 business days (depending on your bank/card issuer)
• You will receive confirmation via email once processed

5.2 Partial Refunds

In some cases, we may offer a partial refund or credit toward a different license type if appropriate for your situation.

5.3 License Downgrade

If you purchased a higher-tier license but need fewer device activations, we may offer a downgrade with a partial refund rather than a full refund.

6. Chargebacks

Important: If you initiate a chargeback with your bank or credit card company without first contacting us, we reserve the right to:

• Immediately suspend your license and account
• Deny any future refund request
• Ban you from future purchases
• Pursue legal action for fraudulent chargebacks

We encourage you to contact us first to resolve any issues. Most problems can be solved through communication.

7. Exceptions and Special Circumstances

We reserve the right to make exceptions to this policy on a case-by-case basis. Each situation will be evaluated individually, and decisions are at our sole discretion.

8. Consumer Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. EU consumers have a 14-day right of withdrawal for distance purchases, subject to exceptions for digital content.

8.1 EU Right of Withdrawal Exception

By purchasing and immediately accessing the digital software license, you expressly agree to waive your EU right of withdrawal, as the digital content has been fully delivered and made available for immediate use.

9. Free Trials and Demonstrations

While we do not currently offer free trials, we provide:

• Detailed product screenshots and descriptions
• Comprehensive documentation
• System requirements and compatibility information
• Pre-purchase support via email

We encourage you to review all available information before purchasing.

10. Support as First Resort

Before considering a refund, please contact our support team. Many issues can be quickly resolved through:

• Troubleshooting assistance
• Configuration guidance
• Bug fixes and updates
• Clarification of features and functionality

11. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your purchase will govern your transaction.

12. Contact Information

For refund requests or questions about this policy:

13. Acknowledgment

By completing your purchase, you acknowledge that you have read, understood, and agree to this Refund Policy.