Refund policy

Trials, cancellations and refunds for Ingest Pro, the Premiere and DaVinci plugins and Clock Fix Pro

This English text is provided for convenience. The binding version of this document is the Spanish one, available at ingest-pro.com; in case of any discrepancy, the Spanish version prevails.

Right of withdrawal

If you are contracting as a consumer, you have fourteen (14) calendar days from the conclusion of the contract to withdraw from it without giving any reason and without penalty. This right is granted to you by law, except in the waiver case explained below.

When there is no withdrawal: immediate delivery with waiver

The licence key is digital content delivered immediately. Before paying on this site we ask you to tick a box by which you request that immediate delivery and accept that, once the key is delivered, you lose the right of withdrawal (article 16(m) of Directive 2011/83/EU; article 103 m of the Spanish consumer protection act). We confirm it in writing in the key email. In that case withdrawal does not apply, although the refunds in the exceptions below and your warranty rights if the software does not work as described remain.

If you bought without giving that waiver (for example, from a direct link to checkout), you keep the right of withdrawal as explained in this section.

How to exercise it

Simply tell us before the deadline expires. The easiest way is the "Withdraw from contract here" button on this page (it is also in My account and on the cancellation page, linked as "Cancel subscription or withdraw" in the footer of every page): it asks only for what identifies the purchase and we email you an acknowledgement of receipt. You can also write to support@ingest-pro.com from your purchase email, or use the model form at the end; any means that leaves a record is valid.

Consequences

We will refund the amount paid within a maximum of 14 calendar days of receiving your notice, using the same payment method you used, at no additional cost to you.

If it is a subscription and you asked for it to start immediately, you only need to pay the part proportional to the period actually enjoyed up to the moment you notify us of the withdrawal; the rest is refunded to you. In practice, on a monthly subscription that means the days used are deducted and the remainder is returned.

On withdrawal, the licence is deactivated and the right to keep using the Software ends. The XML files and projects you have already generated remain yours.

Refunds outside the withdrawal period

Once those 14 days have passed, and given that the products can be tried in full and free of charge before paying, we do not give refunds, except in the cases set out below.

The free trial (or the free plan, for Clock Fix Pro) lets you confirm, at no cost and with no feature restrictions, that the software is compatible with your machine, your cameras and your workflow. We recommend using it: it is how you make sure before paying anything.

Cancelling the subscription

Cancelling is free and you can do it whenever you like, with no notice period or penalty, from My account or from the billing portal (how to cancel). The subscription will keep working until the end of the period already paid for and will not renew. We email you at least 15 days before each renewal, with the date, the amount and how to cancel.

Cancelling and withdrawing are not the same thing: cancellation does not in itself entitle you to a refund of the current period, unless exercised within the withdrawal period described above.

Exceptions

We will consider refunding the amount paid, case by case, in the following situations:

• Duplicate charge or demonstrable billing error.
• Inability to activate the licence due to a fault attributable to the licensing system, which could not be resolved after contacting technical support.
• A purchase made manifestly by mistake and reported before the key was activated.

In those cases, write to support@ingest-pro.com stating the email address used for the purchase and a description of the problem.

Before requesting a refund

If the software is not working as you expected, contact technical support first. Many issues have a simple fix — such as date and time mismatches between cameras, which is by far the most common reason a sequence does not come out right.

Seller and processing

Purchases are processed through Lemon Squeezy, which acts as the authorised seller (Merchant of Record) and handles payment (by card or PayPal), invoicing and applicable taxes. The purchase is also governed by its buyer terms. Any refund that is due is processed through Lemon Squeezy.

The rights set out on this page, in particular 14-day withdrawal with a proportional refund, are honoured in every case, even if those terms were more restrictive: we handle them with Lemon Squeezy ourselves.

Consumer rights

Nothing in this policy affects the rights that applicable consumer protection legislation grants to the buyer, which are in no way limited by this document.

Withdrawal form

Its use is optional. You may copy this text and send it to us by email:

Contact

For any question about payments, invoicing or refunds: support@ingest-pro.com