Refund Policy
Depthue desktop software is delivered as a digital download. Depthue Studio is a cloud service with a free plan and paid subscriptions. There is nothing physical to return, but you can request a refund of any purchase.
Depthue Studio
A free Depthue Studio account is never charged. For a paid Studio plan, this 14-day policy applies to a payment when the service does not do what its product page says: include your account email, payment reference and charge date when contacting support, and cancel future renewal in Workspace Billing, since cancellation alone does not request a refund. The Studio supplement explains access and usage. Technical cloud-job failures restore the reserved credits; that restoration is separate from a payment refund.
The short version
If the software does not do what its product page says, email support@depthue.com within 14 days of purchase and we will refund you in full.
How to ask for a refund
Email support@depthue.com with:
- The email address you used at checkout, or your order number (it starts with DPT-).
- The product you bought.
- What went wrong, in a sentence or two.
- A screenshot or exported file that shows the problem, if you can.
Our apps run offline on your computer, so we cannot see what happened on your end. A screenshot usually tells us straight away whether it is a setting we can help with or a genuine problem.
What happens next
We reply within two business days. If we can fix the problem, we will tell you how. If we cannot, we approve the refund. Refunds go back to your original payment method through Whop, our payment provider. When the money appears on your statement depends on your bank, typically 5 to 10 business days.
Outside the 14 days
Requests more than 14 days after purchase are outside this policy. Problems that appear later, such as a new computer or an operating system update, are support cases and are covered for the life of your licence at no cost.
What we do not refund
- A change of mind after extended use, for example after completing client work with the software.
- Problems with your laser, CNC machine, printer or other software. We will still help you diagnose them.
- Repeat purchases made to obtain repeat refunds.
Free tools and free downloads
The browser tools and DepthGen Free Edition cost nothing, so there is nothing to refund. Please still tell us about problems; we fix them.