Contents
1. The Principle
Every product has a free 7-day trial, and the trial runs the same solvers on your own machine and your own scenes.
Every product has a free 7-day trial, and the trial runs the same solvers on your own machine and your own scenes. It withholds no feature and it simulates without limit; for VanguardLiquid and VanguardCity the one thing it limits is exporting — a trial may export 40 frames in total. We would rather you found out during the trial that it is not for you than pay and be disappointed. This policy is written on that basis.
2. Try Before You Buy
The trial runs the same solvers, on your machine, on your scenes, with the same hardware requirements. Use it. If the plugin will not install, will not activate, or will not run on your GPU, the trial is where you will find out, and it costs you nothing.
3. When We Refund
We will refund your purchase in full if:
- you were charged twice, or charged for something you did not order;
- your paid licence was never delivered and we cannot deliver it;
- the product has a defect that stops it working for its stated purpose, you have reported it to us, and we cannot fix it within a reasonable time;
Outside these cases we will still look at what happened. If you bought the wrong product by mistake, write to us and we will normally exchange it for the one you meant. If something has gone genuinely wrong for you, tell us; we would rather resolve it than win an argument.
4. When We Do Not
We do not normally refund:
- a licence that has run most of its term — the term has been used;
- a purchase where the trial for that product was available to you and you chose not to use it, and the reason for the request is that the product does not suit your workflow or hardware;
- problems caused by third-party software, hardware, drivers or a 3ds Max version we do not support — the supported versions are listed on the product page;
- a licence terminated for breach of the Terms of Service, including circumvention of the licensing;
- bank, wire, network or currency-conversion fees, which we never receive.
Cryptocurrency payments are refunded in the same asset and network, at the amount received. We cannot compensate for movement in exchange rates between payment and refund.
5. How to Ask
Write to us through the support page from the email address on the order, and tell us the product, roughly when you bought it, and what went wrong. You do not need an order number; we can find it.
6. How Long It Takes
We aim to decide within 5 business days and to tell you either way. Approved refunds are returned by the original payment method. Card refunds usually appear within 5–10 business days depending on your bank; bank transfers and crypto are usually faster.
When a refund is issued, the associated licence is revoked and must be removed from your machines.
7. Statutory Rights
Nothing in this policy limits any right you have under consumer law that cannot lawfully be limited. Where local law gives you a stronger right to cancel or to a refund, that right applies.