Refund within 7 days while the key is unactivated. If a Pro licence is not what you expected, write to us within 7 days of purchase and we refund it in full — as long as the licence key has not been activated in a browser. You do not have to justify your decision. Once a key has been activated it counts as used, so activated licences are not refundable — except where the software is faulty and we cannot fix it.
If you have not activated the key, ask us within 7 days of purchase and we refund the full amount, no questions asked. The free mode exists so you can judge the tool before paying: open your own files, shift, stretch, frame-rate re-time, run the guideline checks, export to SRT/VTT/ASS/TXT. What Pro adds on top is batch processing, batch ZIP export and CSV/JSON reports — so the honest way to test the paid tier is to buy it and use it, which is exactly why the window we refund is the unactivated one.
A licence is delivered the moment you pay and covers up to 3 browsers. Activating it is what switches the Pro features on, and a licence that has been used cannot be returned. Activated licences are therefore not refundable — that is also what stops a licence from being used for a piece of work and then refunded.
Exception: if the key cannot be activated at all, or Pro cannot be used because of a fault on our side and we cannot fix it for you, we refund it in full. Tell us first — most problems are a one-line fix.
Email support@glocalwhale.com with the subject "Refund request", including the email address you used at checkout and your Creem order number (it is in your purchase confirmation email). Mention whether the key has been activated. If it has not, we refund without further questions; if it has, we will tell you plainly whether it qualifies under section 2.
Payments are processed by Creem, the merchant of record for all sales. Refunds are issued by Creem to your original payment method. Depending on your bank or card issuer, the money usually appears within 5–10 business days. On your statement, the charge will appear under Creem.
The refunded licence key stops working. Your own work is unaffected: the tool keeps working in its free mode, and your files were never held by us in the first place. If you want Pro again later, you simply buy a new licence.
Nothing above takes away any mandatory consumer right you have in your country of residence. In particular, consumers in the EU/UK have a 14-day right of withdrawal for distance purchases; for digital content that right can be excluded only with your prior express consent to immediate delivery and your acknowledgement that you lose it — which is why the checkout page asks you to tick that consent box before paying. If you were not given that choice, or if your country grants you a wider right (some countries treat digital purchases as non-waivable), that right prevails — write to us and we will handle it under your local rule.
If something is broken or a preset gives an unexpected result, tell us before asking for a refund — most issues are a one-line fix, and bugs reported this way get fixed quickly. Bug reports never require you to send your file; describe the behaviour instead, or paste a few time codes.
support@glocalwhale.com — see also Terms, Privacy and Contact.