Refund Policy
This page sets out our refund policy and forms part of our Terms & License. We offer a 14-day refund window for unused licenses to all customers worldwide. If your local consumer law gives you additional rights, those rights apply on top of this policy.
1. Who this applies to
This refund policy applies to anyone who purchases a DustMagic License directly from ZNTH Limited through dustmagic.io or our official checkout, anywhere in the world. If you purchased through a reseller or as part of a bundle, please contact that reseller first - their refund terms may differ.
2. Our 14-day refund offer
We offer a full refund within 14 days of your purchase, provided you have not yet activated your License Key. Downloading or running the free trial does not count as activation - activation only happens when you enter your License Key in the Software to unlock paid features.
Once you have activated your License Key, the 14-day refund offer no longer applies, because at that point you have unlocked the paid features of the Software. If something is genuinely wrong with the Software after activation, see Section 3 (Faulty software).
This is our policy as a company. Your statutory rights as a consumer in your own country are described in Section 8 below and are not limited by this policy.
3. Faulty software
If you believe the Software is defective - for example it crashes, fails to open files it should open, batch processing fails, license activation does not complete, or a feature documented at your Plan Tier is unavailable - contact us at support@dustmagic.io with your Software version, operating system, and a description of what is happening. We will investigate reproducible bugs and address them where we can.
Please note the distinction between a bug and the inherent limits of dust detection. DustMagic uses a statistical algorithm to identify dust and fibers in film scans. By design, no algorithm of this type can detect 100% of dust on every image, and some particles - particularly small or low-contrast ones - may remain after processing. This is not a bug in the Software. See Section 5 of our Terms & License for a full description of how the Software works.
4. Additional 12-month licenses
When your License Term ends you can buy another 12-month License, which starts a new 12-month License Term. The same 14-day refund offer applies on the same terms: a full refund is available within 14 days of that payment, provided you have not used a License-restricted feature (for example batch processing) under the new License Term.
5. When we will not issue a refund
Outside of Sections 2, 3 and 4 above, and outside of any statutory rights in your jurisdiction, we will not refund:
- Licenses where you have already activated the Software;
- Licenses that have been used in breach of our Terms & License, including sharing of License Keys;
- Change of mind after you have used the Software during an active License Term;
- Dissatisfaction with the thoroughness of dust detection on your particular images, where the Software is otherwise functioning correctly. This is a property of how the algorithm works rather than a defect (see Section 3 above).
6. What our support does not cover
To be clear about what is not a fault with the Software:
- We do not provide customer support for your personal or commercial photographic projects. Creative, editorial and restoration decisions about your images are yours to make.
- We do not provide training on film scanning, color grading, dust-and-scratch judgment calls, or general image editing.
- We do not guarantee a specific visual outcome on any particular scan. Results depend on the resolution and noise of the source scan, the film stock and scanner, the contrast between dust and image content, and the settings you choose.
For help using the Software, please use our community and knowledge base pages. For reproducible bugs, please email support@dustmagic.io.
7. How to request a refund
Email support@dustmagic.io from the email address used at purchase and include your order number or receipt and a brief reason for the request. We aim to respond within 5 business days. Approved refunds are processed back to the original payment method by Lemon Squeezy, our merchant of record, and typically appear within 5-10 business days, depending on your bank or card issuer.
8. Your statutory rights
Nothing in this policy limits the statutory rights you have as a consumer in your own country, which apply alongside our policy.
- United Kingdom. If you have not downloaded or activated the Software, you have a statutory 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right is lost once you consent to immediate supply and download or activate the Software. Under the Consumer Rights Act 2015, you also have separate statutory rights if digital content is faulty or not as described.
- European Union and EEA. Consumers have an equivalent 14-day cooling-off right under the Consumer Rights Directive (2011/83/EU), subject to the same loss-of-right when you consent to immediate supply, and separate statutory rights for non-conforming digital content under the Digital Content Directive (2019/770).
- United States. Statutory consumer protections vary by state. Where local law gives you rights additional to those described in this policy, those local rights apply.
- Other jurisdictions. Consumers in Australia, Canada and other jurisdictions may have local statutory rights (for example under the Australian Consumer Law) that apply in addition to our policy.
If your statutory rights give you a more generous outcome than our policy, those statutory rights apply. Where you believe a statutory right applies, please contact us at support@dustmagic.io and tell us which jurisdiction you are claiming under.
9. Chargebacks
Please contact us before raising a chargeback with your bank or card issuer - we will almost always resolve a genuine issue faster than a chargeback can. Chargebacks raised without first contacting us, or raised after a refund has already been issued, may result in deactivation of your License Key.
Nothing in this section affects your statutory rights as a consumer.