Refund Policy
Last updated: May 2026
This Refund Policy explains how refunds, cancellations, and subscription changes work for StageVFX software, licenses, subscriptions, digital products, asset packs, custom visual services, live-event services, and related products.
This policy does not limit any mandatory consumer rights that apply under Belgian, EU, or other applicable law.
1. Company information
StageVFX
StageVFX BV
Nelson Mandelaplein 2
8500 Kortrijk
Belgium
VAT / company number: BE 1023511732
Website: https://www.stagevfx.com
Contact: info@stagevfx.com
2. General refund approach
Refund eligibility depends on the product or service purchased, the timing of the request, whether the product has been accessed or used, whether custom work has started, and whether mandatory consumer rights apply.
To request a refund, contact us at:
info@stagevfx.com
Please include:
- your name;
- purchase email address;
- order number or invoice number;
- date of purchase;
- product or service purchased;
- reason for the refund request.
3. Software licenses and subscriptions
For first-time purchases of StageVFX software licenses or subscriptions, you may request a refund within 14 days of purchase in specific cases such as duplicate charges, wrong-license purchases, access problems, or unresolved technical issues.
You may request a refund within 14 days of purchase if one of the following applies:
- you purchased the wrong license by mistake and contact us promptly;
- you were charged twice by mistake;
- you are unable to access the software after reasonable troubleshooting;
- the software does not work as described on a supported system;
- a technical issue prevents reasonable use of the software and we cannot resolve it within a reasonable time.
Refunds may be refused if:
- the license has been used for a live commercial event, paid performance, client project, broadcast, livestream, public show, or monetized production;
- the product has been substantially used beyond evaluation;
- you breached the Terms of Service;
- you attempted to bypass license restrictions, access controls, or watermarks;
- the issue is caused by unsupported hardware, unsupported software, venue infrastructure, third-party systems, or an unsupported setup;
- the refund request is made after the applicable refund period;
- the purchase is a renewal, unless mandatory law requires otherwise.
4. Subscription renewals
Subscription renewals are generally non-refundable once processed.
You are responsible for cancelling your subscription before the renewal date if you do not want it to renew.
Cancelling a subscription stops future renewals but does not automatically refund the current billing period.
If you believe a renewal happened in error, contact us as soon as possible at:
info@stagevfx.com
5. Cancellation of subscriptions
You may cancel a subscription through the available account, checkout, billing, or support process.
After cancellation, you may continue to have access until the end of the current paid billing period, unless stated otherwise.
Cancellation does not automatically entitle you to a refund for previous payments.
6. Demo, trial, beta, and free licenses
Demo, trial, beta, early-access, and free licenses are provided for evaluation and may be limited in duration, features, output, watermarks, or usage rights.
Because these versions are usually free or provided for testing, refunds do not apply unless you have paid for access.
7. Digital content, templates, presets, and asset packs
Digital content is generally non-refundable once it has been downloaded, accessed, delivered, unlocked, or made available to you.
Digital content includes, but is not limited to:
- asset packs;
- presets;
- templates;
- content libraries;
- show files;
- project files;
- downloadable scenes;
- visual systems;
- digital add-ons.
Exceptions may apply where mandatory law requires otherwise or where the product is defective and we cannot resolve the issue.
If you accidentally purchased the wrong digital product, contact us promptly and do not download, access, or use the product.
8. Custom visual services
Custom visual services are generally non-refundable once work has started.
Custom visual services include, but are not limited to:
- visual concepts;
- show design;
- custom real-time visuals;
- content production;
- live show production;
- pilot performance concepts;
- venue, festival, or event visual partnerships;
- technical preparation;
- rehearsal support;
- on-site support;
- production planning;
- project management.
If a custom project is cancelled before work begins, any refund depends on the applicable quote, proposal, written agreement, planning work already completed, reserved time, third-party costs, and administrative costs.
If a custom project is cancelled after work has started, you remain responsible for work already performed, time reserved, materials created, third-party costs, and any non-cancellable expenses.
9. Live-event and on-site services
Fees for live-event, rehearsal, installation, setup, or on-site support services are generally non-refundable once preparation has started or the date has been reserved, unless your written agreement says otherwise.
Live-event and on-site services may involve reserved time, preparation, travel, crew planning, technical setup, testing, and coordination with venues or partners.
Travel, accommodation, equipment rental, venue costs, third-party costs, and other external costs are non-refundable once incurred.
10. Hardware and third-party costs
Third-party costs are refundable only if the relevant third party allows them to be refunded.
If StageVFX arranges or recommends hardware, equipment, venue services, third-party software, freelancers, technicians, rental partners, or other external services, refund eligibility for those items depends on the terms of the relevant third party.
StageVFX is not responsible for refunding third-party costs that cannot be recovered.
11. EU consumer withdrawal rights
If you are a consumer in the European Union, you may have a legal right to withdraw from certain online purchases within 14 days.
However, exceptions may apply, including for digital content, services that have already started with your consent, custom-made products, event-related services, and other cases provided by law.
Where required, we will respect your mandatory consumer rights.
Nothing in this Refund Policy limits rights that cannot legally be excluded.
12. Business customers
If you purchase StageVFX products or services for business, professional, venue, agency, artist, production, commercial, or organizational use, consumer withdrawal rights may not apply.
Refunds for business customers are governed by this Refund Policy, the Terms of Service, and any applicable quote, invoice, order form, statement of work, or written agreement.
13. Defective products or access problems
If a product is defective, inaccessible, or not working as described, we may first try to resolve the issue through troubleshooting, updates, replacement files, access correction, license correction, or support.
If we cannot resolve the issue within a reasonable time, we may offer a refund, credit, replacement, or another appropriate solution.
Contact us at:
info@stagevfx.com
14. How refunds are processed
Approved refunds are usually returned to the original payment method.
Refund processing times may depend on the payment provider, card issuer, bank, or payment method.
If your purchase was processed by Paddle or another payment provider, the refund may be processed through that provider.
15. Chargebacks
If you have an issue with a purchase, please contact us first so we can try to resolve it.
If you start a chargeback or payment dispute, we may suspend access to the relevant product, license, subscription, or service while the dispute is being reviewed.
16. Changes to this Refund Policy
We may update this Refund Policy from time to time.
The updated version will be posted on this page with a new “Last updated” date.
17. Contact
Refund questions can be sent to:
info@stagevfx.com