Refund policy on Capture One perpetual licenses or subscriptions
We offer a full refund within one year from when the order was placed as long as you have not used the acquired license key to activate the software. Once the license key has been used for activation, it is considered as “unsealed”, and your order cannot be refunded.
Please note, the 14-days “cooling off” refund right does not apply to software purchases which are considered non-refundable upon unsealing.
Capture One subscriptions are set to automatic renewal by default, so if you do not wish to renew your subscription for another month or year – make sure to cancel it before the renewal date. Here you can find additional information on how to cancel your Capture One subscription: How to cancel Capture One subscription?
Something went wrong with the payment and your order has been processed twice? Just reach out and we will offer you a refund for your duplicate order.
Refund policy on Capture One mobile:
As refunds for the Capture One mobile subscription go through and are processed by Apple, checkout App Store Refunds.
Refund policy on the All in One bundle:
Purchases made through the Capture One web store:
The All in One bundle follows the same refund policy as the Capture One Pro subscription: We offer a full refund within one year from when your order was placed as long as you have not used the license key to activate the software.
Once you've activated All in One, it is considered as “unsealed”, and the order can no longer be refunded.
Purchases made through the App Store:
All in One purchases made through the App Store follow the same refund policy as Capture One mobile.
Refund policy on Styles
Capture One Styles are considered non-refundable once they have been downloaded. As long as you have not used the links to download the files – feel free to reach out to Capture One Customer Service team to get your refund.
Have you accidentally purchased the same Styles pack twice? No need to worry – our Customer Service Team will help you to refund the duplicate styles in this case.
How to get a refund
Purchases made through Capture One web store:
To get your refund:
- Read the above terms to ensure that you are eligible for a refund
- Reach out to our Customer Service team: go to this page’s top right corner and click on “Submit a request.”
Please note, that reaching out to our payment processor – FastSpring – will not help you to get a refund, as they will need to run your request through Capture One as a seller anyway, leading to a longer wait time.
Purchases made through an official reseller:
In this case you will need to contact the reseller directly to request a refund - Capture One Customer Service team will unfortunately not be able to help you with a refund if you have acquired your product through a reseller.
Our resellers have their own return policy – so our internal policy will not necessarily apply when you request your refund from a reseller.
The Terms and Conditions of your license purchases (made via our web store) are always accessible from your Capture One account under the 'Plans & services management' section:
Purchases made through the App Store
If you wish to request a refund for whatever reason, you will need to contact Apple Support, as all of the transactions related to Capture One Mobile are processed through the App Store.
See how you can request a refund from Apple here: https://support.apple.com/en-gb/HT204084
Comments
12 comments
I am unable to request a refund. My computer crashed while downloading the software and I am purchasing a different make camera as well. Can I get a voucher to purchase a different version?
Hi Sheldon,
Thank you for your comment.
I have forwarded your request to the Support Team. They will get back to you shortly.
I wish I had a penny for every time i see tyhis mressage: I have forwarded your request to the Support Team. They will get back to you shortly.
I wait..
So you are clearly NOT the support team?
Not offering refunds is pretty bogus. In my case, I didn't realize that the one camera type subscription only has a single seat. The single seat limitation makes this product pretty much useless for most photographers.
Capture One apparently doesn't really understand its customer base. A lot of studio photographers will use several machines: One for tethering, location shoots, traveling, etc and one for actual processing and editing. Limiting users to a single seat and machine is really not practical. I am going back to Adobe products which provide a ton more value and a better customer experience for the money.
Hello,
I didn't had any reply to my request from is mail : ordersupport@captureone.zendesk.com . Is this mail OK?
Have a good year and thank you.
Rémi Deprez.
Hi Remi,
Yes, the e-mail is on the list.
You will get a reply shortly.
我重复购买了样式包，能退款吗？
Today, on March 18, I realized that I actually downgraded to the FujiFilm version from Capture One 20 Pro.
After attending the FujiFilm/CaptureOne 1-on-1 seminar on March 12 I was provided with an upgraded discount code to Capture One 21. Yes, I was hooked on the potential savings.
It’s only been six days so I’m hoping CaptureOne will provide a solution for me to revert back to the Pro version or a refund (which I read isn’t possible after activation, but since it’s an upgrade the license was activated straight away).
Will update or add to my post if/when there’s a resolution.
4月に購入したライセンスがあるまま、ブラックフライデーで購入しました。今の契約が終わってから適用されるものだと思ったのですが、どちらも契約した状態になってしまいました。 4月から11月分は被った状態になるのでしょうか？
The subscription model is not necessarily a bad thing, although I would personally prefer to choose when to upgrade. Otherwise, if photoshop is any indication, I spend way too much time having to re-learn when they change or add new features - especially some of those that I don’t use regularly. The bottom line for me, though, is cost. Working Pro’s may be different, but I cannot justify anything close to $24.00 a month to use the software. And unless their “loyalty” scheme is much better than anyone thinks it will be, my time to make a change is now, before I get too deeply entrenched in it. I am no lawyer, but I do feel cheated by significant deception and mis-representation of the product solely to generate increased sales prior to this announcement. I hope that someone does file suit against it.
I need a refund and the ability to speak with a representative as I do not approve the transaction nor use the product
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