Refunds Policy

Source Elements

This article contains the Source Elements Refunds Policy

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ALL PURCHASES ARE FINAL: Source Elements does not issue refunds for any software or service purchase except under exceptional circumstances. You can request a refund via email and we will consider it on a case by case basis against what is set forth in this policy.

COMPATIBILITY AND DUE DILIGENCE: All our software is free-to-try; this is why we have free trials. Compatibility with your system, configuration requirements and exploratory use happens before your purchase. All issues discovered during our software trials are to be reported to our Support team for us to have the opportunity to resolve this with you. Email support is always available for all trial users and we are very responsive; please email support@source-elements.com. Our response times are declared here https://source-elements.com/contact/.

SETUP AND TECHNICAL SUPPORT IS REQUIRED: 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 your live-work session. Support response times are declared here https://source-elements.com/contact/. Live technical support bookings can be scheduled via your source-elements user dashboard. Times are available 24 hours during working days (not weekends). While some times may be limited in numbers according to seasonal availability, we are here to help. Bookings are on a first booked, first served basis.

SUPPORT RESPONSE TIMES: Support response times are declared here https://www.source-elements.com/contact. All refund claims are invalidated when a request for support has not been made in respect to the declared response times.

LAST MINUTE PURCHASES: Source Elements is not responsible for last-minute purchases or rush configurations. Source-Connect and Source-Live require Network and Audio configuration. We recommend at least 2 full business days be allowed for setup and accessing technical support before a live work session; You can book a live and/or remote technical support session in our support calendar so we can check over your system https://source-elements.com/book. Users who choose to purchase last-minute do so at their own risk, and not getting setup or support in time before a last-minute live-work session is not a valid reason for a refund. We acknowledge that these requests may be unavoidable and you may try to reach us faster by emailing support@source-elements.com with ‘urgent’ in the title. While this is a very effective way to get a quicker response it is no guarantee and our response times hold when considering refunds.

SUPPORT CONTRACTS: Access to live support requires an active Support Contract for Source-Connect and Source-Live. Other products do not include live support however a Support Contract or one-off support sessions can be purchased in the store. Live support for the initial setup is only available for Source-Connect and Source-Live.

REFUND REQUESTS: Refund requests are evaluated on an individual case basis. Only those requests that meet the following requirements might be entertained:

An initial setup support session has taken place.
A live support session has taken place to attempt to address any technical issue, and troubleshooting with technical support was unsuccessful.
The purchase is not older than 30 days.
The request is not based on the performance of the software during a particular session, including issues generated by the flaws or fault of a third party (e.g.: session guests, remote party, network, ISP, firewall or internet issues).
The request is not based on the cancellation of a project or session, or ultimately not using the software or service purchased. In this case you might seek reimbursement from the client or party that requested the software or service to be used.
It was not a last-minute purchase (less than 2 business days from a live-work session). Last-minute purchases are discouraged and purchased at your own risk.

REFUND OR STORE CREDIT: Once a request is made, it will be provided solely at Source Elements’ discretion. We offer store credit under certain circumstances in lieu of a cash refund. In other cases, a restocking fee of the lesser of 15% or $50 will be applied to cover infrastructure and service use, administrative labour, and other fees imposed by third parties to Source Elements for the processing of the refund.