Refund and Cancellation Policy
This policy repeats and explains section 7 of the Licence Agreement (EULA). If the two ever differ, the EULA applies.
1. All sales are final
Rackaholic is digital content delivered immediately after purchase, so refunds are not guaranteed. We may grant a refund at our sole discretion — for example, if the software cannot run on your system and we are unable to resolve the problem.
Before you buy, check the system requirements: Windows (64-bit), a VST3 host or the included standalone application, and an internet connection to activate and about once a day while in use (up to 7 days offline).
2. How to ask for a refund
Write to rackaholic.support@gmail.com with:
- your order number;
- what went wrong, your DAW and its version, and a screenshot of any message.
We will first try to solve the problem with you.
3. Right of withdrawal
If you are a consumer in the European Union, the United Kingdom or another country with a similar law, the law gives you a 14-day right to withdraw from distance purchases. For digital content, that right ends when the supply begins, if before buying you:
- expressly agreed to the immediate supply of the software; and
- acknowledged that you would lose your right of withdrawal.
You give this consent and acknowledgement on the checkout page when you complete your purchase.
4. Defective software
This policy does not affect the rights that the law gives you if the software is defective or not as described. Those rights cannot be excluded by contract.
5. How refunds are paid
Refunds and chargebacks go through the platform you paid with — Creem outside the CIS, Lava in the CIS — under its buyer terms, to the payment method you used. Disputes about a payment itself (a charge, a chargeback, conversion or fees) are resolved directly with that platform; see section 4 of the Purchase Terms.
6. Refunds and the end of a licence
When a refund is made, or a payment is reversed or charged back, the licence ends and is deactivated on every computer.
A licence that we end under section 9 of the EULA — for example, because a key was shared or obtained by fraud — is not refunded, except where the law requires it.