Refund Policy

Exaro Unreal, the Exaro Studio plugin for Unreal Engine, is a subscription (Individual and Studio), monthly or yearly.

Exaro Unreal Subscriptions

You may request a full refund of your first Exaro Unreal payment within 14 days, no reason needed. You can cancel any time from your account page; cancelling stops the next renewal and you keep access until the end of the period already paid for. Later renewals are not refunded except where the law requires it. See the EULA, sections 3 and 18.

When a subscription is refunded, its license key is revoked automatically. The tools that require a license stop working on every machine where that key was activated the next time the plugin checks its license; the free features keep working.

Exaro Model Subscriptions

Exaro Model is a subscription. You may request a full refund of your first Exaro Model payment within 14 days, no reason needed. You can cancel any time from your account page; cancelling stops the next renewal and you keep access until the end of the period already paid for. Later renewals are not refunded except where the law requires it. See the EULA, Schedule A, section A13.

After 14 Days

We generally do not provide change-of-mind refunds after the 14-day period.

However, if the Exaro software is materially defective or does not operate substantially as described for a supported configuration, contact us.

We will first make a reasonable effort to diagnose or correct the problem. If we cannot resolve a material problem within a reasonable time, we may issue a full or partial refund as appropriate.

This does not affect any remedies required by applicable consumer law.

The Exaro Studio bundle is an Exaro Unreal subscription and an Exaro Model subscription in one plan at one price. It is refunded as one subscription: you may request a full refund of your first bundle payment within 14 days, no reason needed, which ends the bundle and revokes its license key for both products. Cancelling and later renewals work as in section 1.

Duplicate charges, incorrect charges, or other billing errors are refundable once verified.

Marketplace Assets include downloadable items such as 3D models, meshes, materials, textures, audio, animations, rigs, Unreal Engine assets, and other digital content sold through Exaro.

Before Download

If you have not downloaded or accessed an Asset, you may request a refund within 14 days of purchase.

After Download

Once an Asset has been downloaded or otherwise delivered, we generally do not provide refunds solely because you:

• changed your mind;
• no longer need the Asset;
• purchased a similar Asset elsewhere;
• decided not to continue a project;
• do not like the artistic style after purchase when the Asset was accurately represented on its listing; or
• failed to review clearly disclosed compatibility information before purchase.

We will, however, provide appropriate assistance or a refund when an Asset has a material problem, such as when:

• the downloaded files are corrupt or unusable;
• required files described in the listing are missing;
• the Asset materially differs from its product listing;
• an advertised material feature does not function;
• the Asset cannot be used with a software or engine version specifically represented as supported; or
• another material technical defect prevents normal use.

Where reasonable, we may first attempt to provide:

• corrected files;
• an updated Asset;
• installation assistance;
• configuration assistance; or
• another reasonable fix.

If we cannot correct a material problem within a reasonable time, we will provide an appropriate refund.

Minor differences that do not materially affect the advertised functionality of an Asset ordinarily do not qualify as defects.

An Exaro Verified designation indicates that an Asset passed the technical checks identified for that Asset or Asset category when tested.

If an Asset represented as Exaro Verified materially fails one of the specific technical requirements Exaro represented as verified, please contact us.

We will attempt to correct the problem. If we cannot bring the Asset into conformity with the represented verification requirement within a reasonable time, you may be eligible for a refund.

Exaro Verified does not guarantee that an Asset will be appropriate for every project, engine configuration, performance target, hardware configuration, or artistic purpose.

Other than Exaro Unreal and Exaro Model subscriptions and the Exaro Studio bundle (sections 1 and 2), one-time software purchases, plugins, extensions, components, or other downloadable development tools may be refunded within 14 days of purchase if they have not been activated, installed, redeemed, or downloaded.

After activation, installation, redemption, or download, purchases are generally final.

If software or a component is materially defective or materially fails to operate as advertised in a supported environment, contact us.

We will make a reasonable effort to correct the problem. If we cannot do so within a reasonable time, we may provide a replacement, account credit, partial refund, or full refund as appropriate.

Marketplace balance:

• has no cash value except where required by law;
• cannot ordinarily be exchanged for cash;
• cannot be transferred between unrelated accounts; and
• cannot be refunded separately from the purchase or promotion that provided it.

If a purchase made using marketplace balance is refunded, the amount will normally be returned to your marketplace balance rather than paid in cash.

If a purchase was made using both marketplace balance and a monetary payment, we may return each portion using the method originally used for that portion.

If a payment that provided marketplace balance is refunded, unused balance associated with that payment may be removed from the account.

Promotional, bonus, complimentary, referral, or other credits that were not purchased for money generally:

• are not refundable;
• cannot be redeemed for cash; and
• may expire according to the conditions of the applicable promotion.

This does not affect rights associated with amounts you actually paid.

If you purchased an Exaro product through a third-party marketplace such as Epic Games’ Fab marketplace, that marketplace processed the transaction.

Refund requests for those purchases must generally be submitted through the marketplace under its refund rules.

Exaro cannot directly return money charged and retained by another marketplace or payment platform when that platform controls the transaction.

We can still provide technical support for Exaro products regardless of where you purchased them.

Consumers in some countries have additional statutory rights that apply regardless of this policy.

For example, consumers in the European Economic Area may generally have a 14-day withdrawal period for certain online purchases.

For downloadable digital content, that withdrawal right may end once delivery or downloading begins if the consumer:

1. expressly consented to immediate performance; and
2. acknowledged that beginning performance would result in loss of the withdrawal right.

The loss of a withdrawal right does not eliminate statutory remedies for digital content or services that are defective, not supplied, or materially not as described.

Where applicable consumer law provides greater rights than this Refund Policy, those rights control.

We may deny refund requests where we reasonably determine that the refund process is being abused.

Examples may include:

• repeatedly purchasing, downloading, and refunding Assets;
• downloading substantial portions of an Asset catalog and then requesting refunds;
• fraudulent claims that files were not delivered;
• using multiple accounts to repeatedly obtain refund eligibility;
• chargeback fraud;
• retaining or redistributing refunded Assets; or
• other attempts to obtain paid digital content without paying for it.

Nothing in this section permits us to deny a refund or remedy that applicable law requires us to provide.

When a product is fully refunded:

• the applicable license or entitlement may be revoked;
• access to the refunded product may be removed;
• associated license keys may be deactivated; and
• you must stop using and distributing the refunded product except where applicable law provides otherwise.

Refunding an Exaro Studio license or subscription revokes its license key automatically.

Refunding a marketplace Asset terminates the license granted for that Asset.

You should delete copies of the refunded Asset from your reusable Asset libraries and development resources.

This does not require removal of material from previously distributed Projects where applicable law or a separate written agreement provides otherwise.

If you believe a charge is incorrect, duplicated, unauthorized, or associated with a product that was not delivered, please contact us first so we have an opportunity to resolve the problem.

Nothing in this policy limits your legal right to dispute a payment with your card issuer or payment provider.

Fraudulent or abusive chargebacks may result in suspension of the associated account.

To request a refund, contact support@exarostudio.com.

Please contact us from the email address associated with the purchase whenever possible and include:

• your order number or transaction email;
• the product or Asset involved;
• the approximate purchase date; and
• if reporting a technical problem, a brief description of the issue.

For technical problems, screenshots, logs, engine versions, or other troubleshooting information may help us resolve your request faster.

We will not require unnecessary troubleshooting when a refund is otherwise clearly required under this policy or applicable law.

Approved monetary refunds are normally returned to the original payment method.

For payments processed through Stripe, a refund generally appears on the customer’s account approximately 5–10 business days after it is issued, although the exact timing is controlled by the customer’s bank or card issuer.

In some cases, a recently refunded transaction may appear as a reversal of the original charge rather than as a separate refund credit.

Purchases made with marketplace balance are normally returned to marketplace balance rather than converted to cash.

We may update this Refund Policy as our products, payment methods, or legal requirements change.

Changes will be posted on this page with an updated Effective Date.

A change will not eliminate refund or consumer rights that had already accrued under applicable law.

Questions about refunds or billing may be sent to:

For other legal terms governing your use of Exaro, please review our Terms of Service, Privacy Policy, Acceptable Use Policy, and applicable Asset License.