Refunds policy

If your export fails or you cancel it before it finishes, the credit it would have cost is refunded to your balance automatically. You do not need to contact us for this.

If you buy render credit and have not spent it, you can request a refund within 14 days of the purchase. Email support@tsoro.co with the date of the purchase and we will process it.

Once part of a purchase has been spent, we can refund the unspent portion within that same 14 day window.

When a purchase is refunded, the render time that purchase added is removed from your credit balance.

Credit is spent when a clip renders successfully and is delivered to you, so the render time for a delivered clip has been used and cannot be returned to your balance. If something is wrong with a clip you received, email support@tsoro.co and we will put it right.

This is different from a failed render, which is always refunded automatically as above. And nothing in this policy affects your statutory rights.

Email support@tsoro.co. Include the email address on your account and, if you have it, the date of the purchase. We aim to respond quickly.

Payments are handled by Paddle, our merchant of record, so approved refunds are processed by Paddle back to your original payment method, usually within 5 to 10 business days. The refund may appear on your statement under Paddle's name.

Questions about this policy: email support@tsoro.co.