Refund Policy

What payment methods can I use?

 

We accept Visa®, MasterCard®, American Express®, Paypal® and other payment methods via our merchant partner Fastspring, a list of which is available on their site.  Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

If you are interested in purchasing via check, money order, or wire transfer, please email our Accounts Team for additional information.

 

Do I have to pay VAT/Sales tax? What if I am Tax Exempt?

Online Orders

Online orders placed in the United States are subject to sales tax. If tax-exempt, enter your Tax ID number at the top of the checkout window when you are entering your credit card details.

If a tax refund is needed, a tax refund request can be submitted to FastSpring, our e-commerce partner. Please visit their support site and click “Contact Support” and fill out the form to submit a ticket. Your order number along with an exemption certificate will be needed to process the refund.

Phone & Emailed Orders

If in the United States and you are purchasing via a purchase order, you will be charged sales tax. 

If tax-exempt, a copy of your tax exemption certificate is required when placing your order. To place a tax-exempt order via invoice and a BACS/Wire payment, please contact us.

Tax-exempt Refund

Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate, along with your order number or a copy of your receipt/invoice.  You can send our accounts team an email with order number or receipt/invoice.

 

How do I enter my VAT/tax number?

The option to enter your VAT/tax number will be present at the top of the window when you are entering your credit card details. You may need to update your country to view the VAT field.

 

Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted: 

  • The card is expired. 
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit. 
  • A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

 

How will the charge show up on my credit card?

The charge for your order will appear on your credit card as: FS* fsprg.com

 

How do I get a copy of my invoice?

To view your invoice, go into your emailed receipt and click on View My Orders:

You will receive an email from ColorGradr <mailer@fastspring.com> with a link to manage your orders.

You should then be taken into your account to manage your orders. At the bottom of this page is the link to your Order Invoice

 

How do I update my billing information for my subscriptions?

Use your email receipt/invoice to view your orders, you will be logged into your account (see instructions above). Within your account, you can update your billing information by going to your Subscriptions tab or your Account Details and Payment Methods tab.

Under the Subscriptions tab, you can update the card already on file or cancel your subscription:

Under the Account Details and Payment Methods tab, you can also add a new payment method:

 

Why did I not receive a key for my free trial?

We actually do not require a software key in order to run the free trial. A software key is emailed to you after purchasing, which you can enter into the License Activation dialog box within the ColorGradr plugin when your specific editing software is running with ColorGradr installed. If the trial is prompting you to buy, unlock or activate, there should be an option to continue the trial on the same screen (as long as time remains on your trial).

 

How do I download my purchase?

You can click on the “Download Installer” link provided on your emailed receipt.

The link should automatically start downloading the software or will direct you to the ColorGradr download page with further instructions.

 

How can I reinstall software that I have already purchased?

To reinstall the software you have already purchased, you would use the same download link and software key provided on your emailed receipt or go to our Downloads page to check for a newer version of the software.

 

How do I get a physical CD of my downloaded product?

We do not offer a physical version of the software.

 

How do I find my software key?

If you purchased directly from ColorGradr, your email receipt will contain your software key.  If you do not have a copy of your receipt, please try then Contact Us with the email address you used to purchase the licence for ColorGradr.

 

What do I do if my software key is not working?

Check that your licence key is the correct one for the version and specific editing software you are using.  You can not use the same licence key in two different software products.  For example, if you use your licence key initially in Blackmagic Resolve, and then try and use the same key in Vegas, you will get an error message.  You will need to purchase a new license key.

If the key is still not being accepted, please try the following tips: 

  1. Try copying and pasting your key, rather than hand entering it. To do this, highlight the key with your mouse and select Copy. Please use CTRL+V to paste the key instead of right-clicking on the mouse.
  2. You will need to copy and paste the entire 25-character key (including the dashes). If there is one character missing it won’t work. All letters do need to be capitalised, and dashes must be included. 
  3. And lastly, please double check that there are no additional spaces before, during, or after the software key. If you continue to experience trouble, please contact Customer Service.

 

What is your refund policy?

 

Subscription Services

Subscription services may be refunded subject to the following conditions:

ColorGrard FixIt Pro and other ColorGradr products

  • An annual subscription will only be refunded if the request is received within 30 days of the purchase date, we advise customers to use the free trial to ensure the product works as intended before purchasing.

Please use our Customer Services team to request your refund. Once your request has been processed, you will receive an email confirmation. Please allow 5-7 business days for the credit to appear on your statement. You will need to uninstall the product from your computer before we issue the refund, you can do this by using the original installer and there will be an option to uninstall ColorGradr products. 

 

How do I request a refund?

To request a refund, please email accounts@colorgradr.com

 

When will my credit appear on my credit card?

Your refund credit will appear on your card 5 – 7 business days after your refund request has been fulfilled.

 

How do I cancel an auto-renew subscription?

To cancel your auto-renewal for your subscription, go into your emailed receipt and click on Manage your orders.

From there, go into the Subscriptions tab, click on the Manage tab, and you will see an option to Cancel Subscription.

If you are having issues getting into your account or cancelling your subscription, please send a cancellation request to Customer Service.

 

What is your policy on cancelled subscriptions?

Subscribers will receive the subscription service until the date of expiration for that payment period, even if the auto-renewal option is cancelled. For example, cancelling the auto-renewal an annual auto-renew subscription for a yearly subscription means that the subscription will not be renewed in the following year, but a subscriber will continue to receive the subscription for the remainder of the paid year.

 

How can I receive my VAT/Tax charge refunded?

To receive a refund for a VAT/Tax charge, you will need to forward your VAT/Tax number and/or corresponding tax documentation to Accounts Services.

 

Can I install my licence on more than one machine? Can I transfer to a new computer?

Your single licence can only be installed on one machine and for one specific editing product.

You can transfer your licence from one user to another or one computer to another by emailing us at support@colorgradr.com 

  • You can only transfer your licence key twice per year, and not during a trial

You can always check out our End User Licence Agreement (shown in our latest installer) for more details.

 

Is this a one-time purchase or do I have to repurchase in the future?

Our ColorGradr software is sold as a subscription licence. Any minor updates released for your initial purchased version are free while you remain paying an annual subscription. For example, if you purchase v1.11 that means you get v2.1 or v3.1, and any other updates free that are released under that specific product name. 

 

How do I get technical support for my product?

To access our knowledge base or receive technical support, please visit our Support Page.