Legal information

Direct-Sale Refund Policy

Version: 2026-09-24 Effective date: 2026-09-29 Last updated: 2026-09-29

This Policy applies to software purchased through Paddle Checkout on a LUCAMOTIVE website. Purchases made through Adobe Marketplace, aescripts, or another marketplace follow that marketplace’s refund process.

1. Payment seller and refund processor

Paddle is the seller and Merchant of Record for LUCAMOTIVE direct-sale transactions and handles payment, tax, receipts, refunds, and payment disputes. LUCAMOTIVE provides the Product license and technical support.

Submit a refund request through one of the following:

  • the order or support link in the receipt sent by Paddle;
  • the Request refund button at the bottom of the order details after selecting the product in your LUCAMOTIVE account’s Billing history; or
  • Paddle buyer support.

For a Product defect, contact support@lucamotive.com. LUCAMOTIVE does not send a buyer a refund directly for a Paddle transaction.

2. Eligibility

You may request a refund within 14 days of the transaction date. Select the product in your account’s Billing history to request a refund.

For requests after 14 days, partially refunded orders or disputed payments, contact support@lucamotive.com or Paddle buyer support. Any mandatory refund or remedy rights under applicable consumer law remain unaffected.

Paddle processes refunds to the original payment method. Provider processing and the time for your financial institution to return funds may differ.

3. Immediate supply of digital content

The installer and license entitlement may be made available immediately after payment. In some jurisdictions, before receiving digital content during a withdrawal period, a buyer must expressly consent to immediate performance and acknowledge that an unconditional withdrawal right may end once download or use begins. The consent presented in Paddle Checkout and applicable local law govern this process.

Beginning a download or activation does not remove non-waivable remedies for a defective or non-conforming Product.

4. Information for a request

To help locate the order, provide the transaction number shown on your Paddle receipt, purchasing email, Product, purchase date, and reason for the request. For a technical issue, include the supported operating-system and Adobe Premiere Pro versions, reproduction steps, and an error screenshot. Never send a complete card number, security code, or account verification code.

5. Effect of a refund

  1. When a full refund, payment cancellation, or chargeback cancels the Transaction, the corresponding LUCAMOTIVE entitlement ends.
  2. Account downloads stop and activated devices may be disabled immediately or at the next online validation.
  3. You must stop using the Product and delete installers and copies under your control, and must not share or redistribute them.
  4. Final video outputs lawfully created before the refund may continue to be used unless they contain the Product itself or reusable Product components.
  5. Paddle returns approved refunds to the original payment method where possible. Arrival time varies by payment method and financial institution.

For coupon orders, Paddle bases a refund on the amount actually paid after discount and any refunds already approved. The original list price or coupon discount is not paid out separately in cash. Partial refunds alone do not revoke the full entitlement until their approved total reaches the amount paid. Coupon use is not automatically restored after a refund, except where law requires otherwise or a replacement is issued. A complimentary license granted without payment has no purchase amount to refund.

6. Account deletion and exchanges

Deleting an account does not automatically request or create a refund. Request a refund separately before account deletion. A direct-sale license cannot be exchanged or transferred to Adobe Marketplace, aescripts, another Product, or another person’s account unless LUCAMOTIVE expressly offers that option.

7. Chargebacks and disputes

If you do not recognize a charge or did not receive the Product, first contact Paddle buyer support and LUCAMOTIVE support. This does not limit a statutory chargeback right through your card issuer. A fraudulent chargeback relating to a valid transaction may cause entitlement termination and an abuse investigation.

8. Changes

The policy and applicable law in effect when the Transaction was made generally govern that Transaction. An update will not retroactively reduce non-waivable rights attached to a completed purchase.

9. Contact