Refund Policy

CueSync wants you to be fully satisfied with your purchase. All payments are processed by Paddle.com Market Ltd as our Merchant of Record, which means Paddle handles all billing, invoicing, and refund processing.

CueSync is free to download and explore in read-only mode before committing to a paid subscription.

CueSync is free to download and explore in read-only mode. Before subscribing:

• Browse the full interface and explore all features
• A free CueSync account is required to download; no credit card or payment information is required
• Read-only mode does not send any protocol commands

We encourage you to explore the interface to ensure CueSync meets your needs before purchasing a subscription.

Monthly subscriptions: You may request a full refund within 14 days of your initial purchase or any renewal. After 14 days, no refund is available, but you retain access until the end of your current billing period.

Annual subscriptions: You may request a full refund within 30 days of your initial purchase. For annual renewals, a pro-rata refund is available within 30 days of the renewal date. After 30 days, you retain access until the end of your current annual period.

Lifetime licenses: You may request a full refund within 30 days of purchase. After 30 days the purchase is non-refundable — but the license is yours to keep permanently: it never expires and continues to operate regardless of any future update-renewal status.

In good faith: Refunds are for customers who tried CueSync in good faith. Where purchases and refunds repeat in a pattern, we may decline a further refund request, and we will tell you why.

Your legal rights: Depending on where you live, you may also have a legal right to cancel a purchase within a set number of days. Those rights apply in addition to this policy, and nothing in this policy limits them.

When we refund a subscription payment, that subscription ends and we cancel it for you, so you are not charged again.

To request a refund:

1. Email us at contact@cuesync.live with the subject line "Refund Request"
2. Include the email address associated with your CueSync account
3. Briefly describe the reason for your refund request (optional, but helps us improve)

We will respond to refund requests within 2 business days. Once approved, Paddle processes the refund, which typically appears on your statement within 5–10 business days depending on your payment provider.

Some consequences of a payment follow automatically. A full refund of a subscription payment signs your devices out, and a full refund of a lifetime license within its 30-day refund window ends that license; a partial refund does neither. If a subscription renewal payment fails, we email you at day 0, day 3 and day 7. The license stays fully usable for 7 days from the first failed payment; if the payment has not been recovered by then it stops working, and the license key is revoked on day 14. Paying the outstanding amount restores it. If your bank takes a payment back and the chargeback is settled against us, the license is revoked at once and restored if the dispute is later reversed in our favor. The desktop app holds any of these back while a show is running, but only for a limited time. Your show files stay yours in every case.

You can cancel your subscription at any time through:

• The Paddle customer portal (accessible from your account dashboard)
• Emailing us at contact@cuesync.live

Cancellation takes effect at the end of your current billing period. You retain full access to CueSync until that date. After the period ends, the Software enters restricted mode.

Refunds may not be available in the following circumstances:

• Your account was suspended or terminated for violations of our Terms of Service or EULA
• You have already received a refund from us within the last 12 months, whichever account or email address it was under
• The refund request is made outside the applicable refund window (14 days for monthly, 30 days for annual and lifetime)

If you have questions about our refund policy or need assistance with a refund, contact us at contact@cuesync.live.

For related policies, see our Terms of Service and End User License Agreement.