Refund Policy
In short
This policy is about getting your money back if CuePoints turns out not to be for you.
Here is what it comes down to.
Fourteen days, no reason needed. If you change your mind within 14 days of paying, we refund you. That applies to your first payment and to every renewal after it. You do not have to justify it to us.
A refund ends the licence. You get the money back and your paid access stops, your account drops to the free Viewer. That is the trade: you are returning the software, not keeping it for nothing.
Try it before you pay. CuePoints runs as a free Viewer without a subscription, so you can open the application, look at projects and add a handful of cues before any money changes hands. We would much rather you found out that way than through a refund.
Start in your account. Sign in at accounts.cuepoints.com and use Manage subscription. That opens your billing with Paddle, our reseller, who took the payment and who issues the refund. If you would rather ask a person, email us and we will pass it on.
A renewal that caught you out will be refunded. If a subscription renewed and you did not want it, tell us within 14 days and you get the money back. Cancel the subscription as well and it will not happen again.
If something is broken, this is not the route. A refund is for changing your mind. If CuePoints is not working, email support first; that is usually faster, and your legal rights over faulty software are separate from and unaffected by anything in this policy.
Export anything you need first. Your projects are not deleted and you can still open them as a Viewer, but full export is a paid feature. If there is work you want out in one of our export formats, do it before you ask for the refund.
The sections below are the policy itself.
1. Who handles refunds
CuePoints is sold by Paddle.com Market Ltd, who act as our reseller and are the merchant of record for every order. Your purchase is a contract with Paddle. They take the payment, charge any tax due, issue your invoice and process your refund.
That means the fastest route to a refund is always Paddle, and the easiest way to reach them is through your own account: accounts.cuepoints.com → Manage subscription. We hold no card details and cannot return money to a card ourselves.
Paddle's own buyer terms apply to the sale alongside this policy. Where this policy is more generous than Paddle's standard terms, this policy is what we will honour.
2. The 14-day period
You have 14 days from the date of payment to request a refund, and you do not need to give a reason.
The 14 days runs from the date the payment was taken. That applies equally to:
your first subscription payment,
an annual renewal, and
an upgrade from an earlier version of CuePoints.
Within those 14 days it is the full amount. We do not deduct anything for the time you had it, and we will not ask you to prove you stopped using it or to justify why you want the money back.
In return, the licence ends. See the next section.
3. What happens when we refund you
A refund reverses the purchase. You get the money back, and the access you paid for ends.
Your subscription is cancelled from the moment the refund is approved.
Your account drops to the free Viewer, which opens projects and adds a handful of cues. It is the same as before you paid.
You do not get a Dormant licence. A Dormant licence lets you keep using the last version you paid for. It exists because you paid for that subscription period. If you take the money back, that does not apply.
Nothing is deleted. Your account, your projects and your synced work stay exactly where they are, and everything comes back if you subscribe again later.
This is the ordinary way round for software: you are returning it, not keeping it for nothing. We would rather say so here than have it come as a surprise.
Get anything you need out first. Full export is a paid feature, so if there is work you want in one of our export formats, do that before you request the refund.
4. How to request one
Through your account, which is quickest.
Sign in at accounts.cuepoints.com with the email address on your account.
Choose Manage subscription.
That takes you into your billing with Paddle, where you can see your orders and request a refund against the one you mean. Everything about the payment lives there, because Paddle took it.
If you cannot sign in, go to paddle.net and enter the email address you bought with. Paddle emails you a link to your orders, and you can request the refund from there without needing your CuePoints account at all.
Or ask us. Email support@cuepoints.com from the address on your account, tell us which payment you mean, and we will put the request to Paddle for you. It adds a step, so it is slower, but it is there if you would rather deal with a person.
How long it takes. Paddle usually processes an approved refund within a few working days. Your bank or card issuer then decides how quickly it appears on your statement, which is commonly a further three to five working days and is outside both our control and Paddle's.
5. Renewals
Annual subscriptions renew automatically. We email you before a renewal so it should not be a surprise, but if one is charged that you did not want, the 14 days applies to it in the same way as to any other payment. Tell us or Paddle within 14 days of the renewal charge and you get it back.
Refunding and cancelling are not the same thing, and it is worth knowing which you want.
Cancel and you keep the access you have paid for until the period ends. After that you hold a Dormant licence under your End User Licence Agreement, which keeps the version you had working.
Refund and the money comes back but the access ends now, with no Dormant licence. See section 3.
If a renewal caught you out and you have not used it, a refund is usually what you want. If you are part-way through a year you have used, cancelling is almost always the better deal: you keep what you paid for.
Both are in the same place: sign in at accounts.cuepoints.com and choose Manage subscription. Or email us and we will do it for you.
Asking for a refund does not automatically stop future renewals, so cancel as well if you want it to end there.
Neither one deletes anything. See our Privacy Policy for how long we keep things.
6. After 14 days
Once 14 days have passed we do not generally refund a payment for change of mind. You keep access for the rest of the period you have paid for, and you can cancel at any time to stop the next renewal.
If something has gone wrong that is not simply a change of mind, ask us anyway. We would rather hear about it than have you write it off, and we look at cases on their merits.
7. When we may decline
We will decline a refund where there is evidence of abuse, for example repeated purchase and refund of the same product, or use of the software in breach of the End User Licence Agreement.
Because a refund ends the licence, buying and refunding repeatedly does not get anyone free use of CuePoints. It does get the account flagged.
This is not a general escape clause. If we decline, we will tell you why, and you can challenge it by emailing legal@cuepoints.com.
8. If CuePoints is faulty
A refund under this policy is for changing your mind. It is not the route for software that is not doing what it should.
If CuePoints is not working, email support@cuepoints.com first. Most problems are quicker to fix than to refund, and we would rather have you as a working customer.
If we cannot fix it, you have rights under UK consumer law that exist separately from this policy, including, where digital content is not of satisfactory quality, not fit for purpose or not as described, the right to a repair, a replacement or a price reduction. Nothing in this policy limits or replaces those rights.
9. Your statutory rights
If you are a consumer in the UK or the EU, you have a legal right to cancel a distance purchase within 14 days.
For software downloaded and used straight away, that right can be lost once the download begins, if you agreed to that at the checkout. Paddle handles the checkout and asks for that agreement where the law requires it.
Our 14 days sits alongside that right and does not depend on it. We give you the same period whether or not you waived the statutory one at checkout, whether you have used the software, and whether you are buying as a consumer or for a business. You do not need to work out which applies to you, ask us within 14 days and you get the money back.
Where your statutory rights would give you more than this policy gives you, your statutory rights apply. Nothing here limits them.
10. Free Viewer accounts
The free Viewer account costs nothing, so there is nothing to refund. You can stop using it whenever you like, and you can ask us to delete the account and everything attached to it; see our Privacy Policy.
11. Changes to this policy
We will update this policy when what we do changes. A change never applies backwards: the version in force on the day you paid is the one that covers that payment.
12. Contact
Refund requests: accounts.cuepoints.com → Manage
subscription, or support@cuepoints.com
Anything you want to challenge: legal@cuepoints.com
Cue Point Technology Ltd
Bruce Lodge, Bishopton Lane
Stratford upon Avon
Warwickshire CV37 9QY
United Kingdom
This policy is valid as of 3 September 2026.