01What is covered
Every product we sell is covered by the same 14-day window: the lifetime licence, an update renewal bought against an existing licence, and extra device seats.
There is nothing to cancel, because nothing recurs. Each purchase is a single deliberate charge, so a refund is only ever about one payment.
02The window
You have 14 days from the date of payment. The date on the receipt is what counts, not the date you got round to installing it.
03How to ask
Email [email protected] with “Refund” in the subject line, from the address you bought with. Include:
- your licence key, or the order reference from the receipt;
- which purchase you mean, if you have made more than one.
Tell us what went wrong if you can. Where it is a bug, or a machine the app will not run on, we can often sort it out faster than a refund clears.
04The exclusions
A refund is not available where:
- The window has closed. More than 14 days have passed since payment.
- You have been refunded before. One refund per customer. Buying again after a refund is a decision you have already had the chance to test.
- The key did not come from us. Licences bought from a reseller we did not authorise, or obtained secondhand, are refunded by whoever sold them to you — we have no payment of yours to return.
- A chargeback or dispute is already open. Once the bank is involved the money moves through that process instead; we cannot refund the same payment twice. Tell us first and it is faster.
- The licence was terminated for abuse. Where a licence ends because of a breach of the acceptable use section of our Terms & Conditions, no refund is due.
- There is a pattern of buy, export and refund. Repeatedly purchasing to clear watermarks from a batch of work and then reversing the charge is fraud, not a refund, and we will decline it and decline future sales.
- A separate written agreement says otherwise. Volume, invoiced or negotiated purchases are governed by whatever we agreed in writing with you.
Nothing in this list removes a statutory right to a refund that applies to you and cannot be contracted away.
05Refunded regardless of the window
Some things are our mistake, or nobody’s, and the exclusions above do not apply:
- duplicate charges for the same purchase;
- a payment you did not authorise;
- a licence key we failed to deliver and could not recover for you;
- being charged for a product other than the one you selected.
Tell us and we will fix it, whatever the calendar says.
06How the money comes back
Dodo Payments is the merchant of record for CoAnimator, so they issue the refund and it appears from them rather than from us. We approve it; they execute it.
Refunds go back to the original payment method — we cannot send them somewhere else, and we do not offer store credit as a substitute. We deal with requests as quickly as we can. Once one is approved, how quickly it lands is your bank’s business, and typically takes five to ten business days to appear on a card statement.
You are refunded the amount charged, including the tax collected on it. Currency conversion and any fee your own bank charges on a foreign transaction are outside our control and are not reimbursed by us.
07What happens to your licence
When a refund is issued, the licence it paid for is revoked and its device seats are released. The app returns to the free tier: the complete studio, with the watermark back on export. Nothing is uninstalled and no project is touched.
Videos you already exported are yours. We do not ask you to unpublish them, and we could not check if we wanted to — your renders were never on our servers. A refund ends the licence going forward; it does not reach back into work you have already delivered.
08You probably do not need this page
The free tier is the whole studio — every feature, unlimited local renders, no card, no expiry. The only difference is a watermark on export. Evaluating CoAnimator properly before paying costs nothing and takes as long as you want, which is a better position to be in than counting days on a refund window.
09Contact
This policy forms part of our Terms & Conditions. If something about a payment does not look right, write to us before you write to your bank — it is nearly always quicker.
Write to [email protected]. We read every message that arrives there, and it reaches the people who can act on it.