Legal
Last updated 15 August 2026
14 days, no questions asked. If a QUAY plugin isn't right for you, email support@quayfleet.com within 14 days of buying and you get your money back. You don't have to justify it.
These are tools you can only really judge inside your own timeline, with your own footage and your own way of working. A demo video can't tell you whether Anchor fits how you ingest, or whether Swell's curves feel right under your hands. So the refund window exists to make buying a low-stakes decision — try it properly on a real project, and if it isn't for you, say so.
Email support@quayfleet.com from the address you bought with, and include your order number or the licence key. That's all we need.
You can also request a refund directly through the payment provider that processed your order — its details are on your receipt. Either route works and neither is slower.
A reason is genuinely optional. If something specific went wrong we'd like to hear it, because it usually points at a bug worth fixing, but the refund doesn't depend on you telling us.
We approve refund requests within two working days. The money is returned to your original payment method by the payment provider, which typically lands within 5 to 10 working days depending on your bank or card issuer. That last stretch is out of our hands.
When a refund is issued, the licence key is revoked and stops working on your machines at its next check. That's the trade: you get your money back, we get the licence back.
Anything you made while using it is unaffected and remains entirely yours. Refunding a licence doesn't touch your projects, your renders or your exports, and we make no claim over work you produced.
The policy covers one refunded purchase per person. Buy a plugin, refund it, and you're welcome back any time — but we won't refund the same product twice, and we may decline a purchase from someone who has refunded repeatedly.
This isn't aimed at anyone acting in good faith. If you refunded once and later want to try again properly, just say so and we'll sort it out.
The formal window is 14 days, but we're not looking for reasons to say no. If a plugin stops working because of a bug on our side, or a Premiere update breaks it and we can't fix it in reasonable time, tell us — we'll either fix it or refund you regardless of when you bought. Write in and explain; we'd rather resolve it than have you feel stuck with something broken.
If you bought a single plugin and would rather move to the QUAY Fleet, you don't need a refund — we credit what you already paid against the bundle. Email us from the address on your licence.
Consumer law gives you a statutory 14-day right of withdrawal on digital purchases. Where you agree at checkout to immediate delivery and acknowledge that this ends the withdrawal right, that statutory right may lapse once the download starts. Our own 14-day policy applies either way, so in practice you're covered for the full 14 days regardless of what you clicked.
Please email us before disputing a charge with your bank. A chargeback costs us a fee and takes months to resolve, whereas a refund takes a couple of days and is the same outcome for you. We have never refused a reasonable refund request.