Refund Policy & Guarantee
We stand firmly behind the performance of VSNX Video DRM. Review our 14-day technical guarantee, eligible conditions, and license revocation process.
Submit Ticket
Contact billing@vsnx-video.io within 14 calendar days of initial purchase with your order ID and description of the technical blocker.
Engineer Review
Our engineers inspect the compatibility issue. If an unresolvable engine bug is confirmed within 7 days, full refund is approved.
Key Revocation
Your license key is deactivated on verification servers and 100% of the purchase amount is credited back to your payment source.
01 Eligibility Criteria for Technical Refunds
We offer a full 100% refund under the following verified conditions:
- The VSNX Web Player SDK consistently fails to render or decode on supported target browsers specified in our documentation, and our engineering team cannot provide a hotfix within 7 business days.
- Duplicate or erroneous billing transactions generated during license renewal or checkout.
- Your request is filed within 14 calendar days from the invoice timestamp.
02 Non-Refundable Circumstances
Refunds will NOT be granted under the following circumstances:
- Requests submitted after the 14-day technical evaluation period has elapsed.
- Change of mind after the license key has been bound and actively used in production environments.
- Inability to use the software caused by unsupported, outdated operating systems or end-of-life browsers (e.g. Internet Explorer).
- Bespoke custom software development contracts, custom DRM algorithms, or on-site engineering consultations.
- Accounts that have violated the End User License Agreement (EULA) or engaged in reverse-engineering attempts.
03 Refund Processing & Revocation Effect
Upon refund approval:
License Deactivation: The issued license key and domain binding hashes will be permanently blacklisted across our global CDN and verification nodes. Web Players on registered domains will cease playback.
Banking Timeline: Depending on your card issuer or banking provider, funds will appear in your account within 3 to 5 business days.