Purchase Policy

This article contains the Source Elements Purchase Policy

TERMS AND CONDITIONS 

REFUNDS: Source Elements does not offer refunds except for exceptional cases. We have a free trial available and we recommend you download, install and test our software prior to purchase, and discuss any issues with Support as needed. In case a refund request is accepted, there will be either a 15% or $50 restocking fee applied, whichever is lower.

SOURCE-CONNECT AND SOURCE-LIVE: Both Source-Connect and Source-Live require network and audio configuration. You must allow at least 2 business days for setup purposes and to access technical support before a live work session.

LAST-MINUTE PURCHASES: We discourage last-minute purchases (less than 2 business days before a session). Users who choose to purchase last-minute do so at their own risk.

iLOK ZERO DOWN TIME: Source Elements fully supports the iLok.com Zero Down Time and Theft and Loss Coverage programs. We highly recommend you apply for these program to protect your iLok licenses. See iLok.com for information on Zero Down Time and Theft and Loss Coverage

LOST AND STOLEN iLOKS: We highly recommend insuring your licenses with your Contents Insurer in the event of lost or stolen iLok and you do not have TLC activated. Except for those enrolled in the iLok.com TLC program Source Elements cannot offer replacement licenses in case of lost or stolen iLoks.

iLOK.COM THEFT AND LOSS COVERAGE: Never lose your licenses even if your iLok is lost or stolen: License Protection and Support.

BROKEN iLOKS: In the case of a broken or damaged iLok Source Elements is able to replace your license. We need verification from iLok.com that your iLok is broken. You must sign up for Zero Down Time with iLok.com and they will be able to replace your license in accordance with their policies. Contact iLok.com for more information.

SOURCE-ZIP BASIC LICENSE FILE POLICY: Each Source-Zip Basic license purchase is valid for one computer only. It is not a user-license. With your purchase of Source-Zip Basic you receive 3 licenses in case of computer failure/upgrades. If you require a new license for the licensed computer please see your original Invoice that was emailed to you - it contains the link to authorize Source-Zip Basic.

UPGRADING SOFTWARE: If you are applying for a software upgrade your upgrade license will be authorized on the same iLok, and the original license will be surrendered. To access new software updates you will need to ensure you have Uninterrupted Support. This means any missing support months between the expiration of your last support contract and now must be purchased. You can do this at any time, or choose to purchase any individual software update separately.

TRANSFERRING OWNERSHIP: Transfer of your iLok license ownership requires a $25 fee on iLok.com. Please see iLok.com for details. The new owner will need to contact Source Elements to purchase a separate Support contract to activate an account. Any current support contract will be included with the sale. This means that if you keep your support contract up-to-date and sell it on, the next licensee will benefit from our upgrade policy and profile support. 

SUPPORT CONTRACTS ASSOCIATED WITH A LICENSE: Support contracts and therefore access to upgrades associated with Support Contracts start the day the iLok license is delivered to the buyer's iLok account. In the case of purchases via our dealer network Support Contracts start the day that license delivery information is sent to the dealer who processed the sale.

EXPIRED SUPPORT CONTRACTS: once your contract expires, you'll need to contact us via email. If your contract is expired and you would like live assistance, all you need to do is renew your support contract and you will have full service available. You also have the option to purchase a one-off support call. 

CANCELLATION POLICY: Subscriptions can be stopped anytime. Subscriptions cannot be paused. Anytime the most recent previous subscription-run is four continuous months or longer, then by request from the user, the initial fee can be removed when starting a new subscription (contact support). If the most recent previous subscription-run is three months or less and a new subscription is started, the initial fee reapplies. We don't have a subscription hold, but you can cancel your subscription without changing your account information and resume when you're ready. To do this, access your Subscriptions panel and click "Cancel". 

TRIALS: trial users are users who have downloaded one of Source Elements' products and are using a free trial license. They have access to unlimited free email support (support@source-elements.com). Users do not have remote or paid phone support unless they purchase a license or purchase support (a support contract or a one-off support call). After purchasing a license, users are no longer trial users.