Refund policy

This policy covers licenses for our software bought on tristaradvanced.com. Our orders are processed by our online reseller, Paddle.com, which is the merchant of record for all our orders: Paddle takes the payment, charges any sales tax or VAT, and issues your receipt and any refund. We decide refund requests, under this policy.

Try before you buy

Our software runs as a full-featured demo until you activate it with a license key. The demo has every feature, and only interrupts the sound now and then (Astrel™ inserts one second of silence once a minute, or every 10 seconds when your music software renders offline). Projects and presets you make in the demo keep working once you activate. Each product's user guide, under Documentation, describes its demo and its system requirements. Please try the demo before buying, on the computer you'll use it on.

When you can get a refund

You can ask for a refund within 30 days of your purchase:

• If you haven't activated the license, for any reason. A license is activated once its key has been entered in the software on any computer. We can see whether a license has been activated, so we'll check before refunding.
• If the software doesn't work on a computer that meets its system requirements, and our support can't fix the problem.

Once a license has been activated, we can't refund it for other reasons, such as changing your mind or no longer needing it. The demo is there so you can decide before buying.

How to ask

Open a support ticket with your order number (it's in your receipt and on My orders). If the software isn't working, tell us what happens and on what computer, so we can try to fix it first.

We'll answer within a few business days. If we approve a refund, Paddle returns the full amount you paid, including any tax, to the way you paid. It usually appears within 10 business days, depending on your bank or card issuer.

What happens to the license

A refunded license is revoked. The software stops working as licensed on your computers the next time it checks in, and goes back to the demo. The license and its key can't be used again.

Please contact us first

If something's wrong with an order, please contact us before disputing the payment with your bank or card issuer. We can usually sort things out much faster than a dispute.

Your statutory rights

This policy doesn't affect any rights you have under the law of where you live, such as rights to a repair, replacement or refund if software is faulty or not as described.

If you're a consumer in the European Union or the United Kingdom, you'd normally have 14 days to cancel a purchase. For a license delivered straight away, that right ends once delivery begins, because at checkout you asked for the license straight away and acknowledged that you'd lose the right to cancel once you download or activate the software.