Legal
Refunds
Plain rules, applied the same way to everyone.
Your right to cancel a download
Checkout has a box to tick before you can pay: "Start my download now. I understand I lose my 14-day right to cancel once the download starts." It starts unticked, and Pay stays off until it is ticked. Until your download starts, you keep the 14-day right to cancel that EU and UK consumer law gives you; once it starts, that right ends. Your receipt email confirms what you ticked and that Black Hole Visuals LLC (iogen) sold it to you.
The refunds below are iogen's own promises, and some go further than the law.
iogen's own products
Within 14 days of buying, until you first download it, a Refund button on the product in your library pays you back at once. After a download the button goes; if something is wrong, write to support.
Products from other makers
Each maker sets their own refund window (7 days unless they choose another), shown on the product page and at checkout. Inside it, while you haven't started the download, a Refund button on the product in your library pays you back at once. Once you've downloaded, the button asks the maker instead: they accept, which pays you back, or refuse and tell you why. If they refuse, or haven't answered after 3 days, "Ask iogen to look at this" sends it to us; we read both sides, decide, and email you and the maker our reason. After the window, ask the maker or write to us; makers can refund whenever they choose. Until your download starts, you keep your legal right to cancel for 14 days, whatever the maker's window is: write to support if the button is gone.
Plans and credits
A plan doesn't ask you to tick the download box. Within 14 days of a plan payment, if you haven't spent any of the credits that payment gave you, "End now and refund my last payment" in your library pays it back and ends the plan straight away. Otherwise, cancelling is one button in your library: the plan stops at the end of the period you paid for and your credits last until they expire. Anything you got with credits stays yours.
How to ask
Use the Refund button in your library where it shows, reply to your receipt, or use the support page. Refunds go back to the way you paid.